Qantas Call Centre Long Wait Times

My understanding (from unofficial sources) is that there is a pool of priority phone numbers that airport staff give to passengers which rotates every few weeks.

I will attempt to publish the currently active number(s) in this post:

1300 304 318
1300 659 161
1300 025 396
1300 659 116

1300 024 715
1300 025 390
1300 659 115
1300 659 134
1300 659 502
 
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Daver6 said:
Ok I'll bite. What's wrong with the app?
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Nothing specifically wrong with the app, I simply don't want to be seen to encourage the downloading of ANY app, especially when the Web site makes it seem like the only option as this does (when accessing from a smartphone).

I am not of the tin hat brigade, but working in IT I am aware of what I may not be aware of in regard to what goes on "under the hood" when using an app.

This can be somewhat controlled by employing suitable Web browsers when accessing the same sites.
 
MEL_Traveller said:
Oh dear. The guy from Qantas brushed off concerns saying 'that was one person's experience'.
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It's worse. QF are making out like the ridiculous wait times are something new. Comments like "we are doing every thing we can to fix the problem and all we can do is apologise" and "We need to accept travel it going to take longer. It has been in hiatus for so long now, so it's inevitable there will be a few speed bumps," are pretty poor IMHO and only increase consumer anger.
 
Daver6 said:
It's worse. QF are making out like the ridiculous wait times are something new. Comments like "we are doing every thing we can to fix the problem and all we can do is apologise" and "We need to accept travel it going to take longer. It has been in hiatus for so long now, so it's inevitable there will be a few speed bumps," are pretty poor IMHO and only increase consumer anger.
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He's an idiot. Call centre wait times have been like this for years. Also the 'rules' aren't for the contact centre in regards to restrictions, it's just an excuse and they know it. Full of fluff and smoke and mirrors.
 
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TheInsider said:
He's an idiot. Call centre wait times have been like this for years. Also the 'rules' aren't for the contact centre in regards to restrictions, it's just an excuse and they know it. Full of fluff and smoke and mirrors.
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Exactly. Same with the SMH reporter that was featured who was just a QF apologist. These issues with the call centre persisted well before the pandemic hit.

COVID and border rules are now just a convenient excuse.
 
Pom-DownUnder said:
Ended up reading a few reviews and then installing the app, all legs show with ticket number
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I’m not seeing the ticket numbers on mine. Is there a trick to this?

I see the PNR for all flights, but I know that a new ticket has not yet been issued following two recent changes. Currently viewing on iphone.
 
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Admin said:
No promises, but this might be helpful....

My understanding (from unofficial sources) is that there is a priority phone number that airport staff give to passengers which rotates every few weeks. One such number is 1300 134 502. It was made available a few months ago, but does still seems to work :)
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I can confirm this number is still operational and is staffed by competent people. The call was answered with "Qantas Premium" quickly, no harassment over why, how, who the number was obtained.
Made the changes I needed after 2 frustrating and quite frankly useless calls to the regular 13 numbers.
 
bullerdude said:
I'd suggest the priority number would be better shared via PM where needed rather than being publically available (and googled indexed) on this thread...
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I disagree, maybe QF need to fix their issues first.
As much as it would stuff up their system this number getting out, good. Their current system isn't working, and it's really insulting that people have to wait 6+ hours at a time.
 
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TheInsider said:
I disagree, maybe QF need to fix their issues first.
As much as it would stuff up their system this number getting out, good. Their current system isn't working, and it's really insulting that people have to wait 6+ hours at a time.
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I agree with Qantas needing to improve their call centre wait times, however, making this number easily available will probably increase the likelihood that Qantas will change it.
 
bullerdude said:
I agree with Qantas needing to improve their call centre wait times, however, making this number easily available will probably increase the likelihood that Qantas will change it.
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Of course they will change it. That's why they change this one every few weeks or months. But ultimately they need a priority number for airport staff and for passengers who arrive at the airport (since there is no longer any sales offices at airport anymore). ALL ticket issues that were originally fixed at the airport, now have to be done through the call centre.
 
TheInsider said:
Of course they will change it. That's why they change this one every few weeks or months. But ultimately they need a priority number for airport staff and for passengers who arrive at the airport (since there is no longer any sales offices at airport anymore). ALL ticket issues that were originally fixed at the airport, now have to be done through the call centre.
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And that's probably one of the major contributing reasons for the delays correctly described as insulting...
 
Called through today on the standard 13 13 13 number. Had my query sorted after 1 hour 20 minutes which I didn’t think was too bad. Am SG and QC for reference.

The automated voice did say the wait was only 30 minutes but it did end up at over an hour before I was connected with South Africa.
 
8pm Brisbane time on a Thursday night....recording says a 30-60 minute wait. Gladly QF changes flight time yet again so eligible for refund not credit. Took 40 minutes to be answered. Confirmed refund possible. But why a further 8 minutes on silent hold and then 3 with Muzak to confirm it had been approved?.
 
I just (10 mins ago) called 131131 and was answered straight away, the phone didn't even ring. Asked about fast-track of points refund for 2x award bookings cancelled ladt month.. I was transferred to another dept and answered within 2 minutes. All points refunded while on the phone. I am bronze and points club plus. I think I just got lucky!
 

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