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

 

[HarryTheFlyer]

All numbers now seem to route based on your FF status.

Interestingly they seem to publish the number on the complaints section of the website.
I'm not sure if this goes direct to Hobart, but I've had success in calling this number where I had previously got to Auckland or Suva.

 

[djkelly69]

What if you don't have a current 'boking'??

That is the number at the top of this thread, which just diverts based on status once your FF number is entered.

 

[BD1959]

Thanks @HarryTheFlyer - do you happen to have the none 1300 version of that number, for anyone who requires urgent assistance whilst overseas?

Regards,

BD

 

[Berlin]

That is the number at the top of this thread, which just diverts based on status once your FF number is entered.

Don't ALL numbers just do the same, at least that's the feeling I'm getting? I had a 50/50 chance of ending in Hobart recently and always put the phone down as soon as I hear loud call centre background noise (that's a sure indication that you're in one of those useless overseas ones) or I have a hard to understand accent quaking at me- you're better off trying a few times till you're in Hobart than wasting any time with those.

 

[djkelly69]

Don't ALL numbers just do the same

Yep as far as I know all of the known numbers do that currently.

There was a time (which stopped about 9 months ago I think) when the numbers published in this thread would have a very high chance of getting you through to HBA regardless of status.

 

[1022]

Day of week	Wednesday 2 Nov
Time of call	8:00am
Number used	13 13 13
Status	Gold
Hold time	nil
Call Centre (if known)	Manila
Matter resolved	No
Details	Third call in as many weeks to try to get two upcoming international QF operated classic awards ticketed. (Last week's "it will be ticketed within 48 hours" was a lie). MNL answered and seemed confident and competent enough in gathering background information until the call dropped out. They called back a moment later but the line didn't connect - we couldn't hear each other. Sigh....

 

[1022]

Day of week	Thursday 3 Nov
Time of call	12 noon
Number used	Facebook messenger
Status	Gold
Hold time	n/a
Call Centre (if known)	Sitting in the VA lounge seriously contemplating my Switcheroo options long term
Matter resolved	Partially
Details	Having had some success in the fairly distant past with having matters resolved via fb chat I thought I'd give it a go for my unticketed reservations. I'd actually been sending the same message once a month for the past 4 months since realising my flights weren't ticketed, knowing it was futile, but no more so than talking to CPT/MNL/Suva. To my surprise my phone went bing around 9:00 this morning saying they apologise for the delays in resolving this issue. They double checked details then said they'd ring to get credit card number for refund owed on one booking and taxes due on the other. The call came promptly and within 15minutes I had one of the two e-tickets finally in my inbox. (Confirmed new ticket number via CMT!). This took roughly 4 months and of order of 8 attempted interactions with Qantas. I live in hope that the second one is genuinely now in the ticketing queue as the social media chat person assured me. Sigh....

 

[Port Power]

I wonder if it is because those “emergency“ numbers have been used and abused for so long that they have now permanently reverted to having to add your FF number? What happens if you have a real emergency? At the airport and your flight has been cancelled?

 

[Danger]

I wonder if it is because those “emergency“ numbers have been used and abused for so long that they have now permanently reverted to having to add your FF number? What happens if you have a real emergency? At the airport and your flight has been cancelled?

Qantas made its own bed on that one by shutting down airport customer service desks.

 

[1022]

Qantas made its own bed on that one by shutting down airport customer service desks.

So long as they don’t also enhance the supply of chairs for infirm people to sit on whilst on the phone to the CPT work experience kid…

 

[ChrisMars]

I wonder if it is because those “emergency“ numbers have been used and abused for so long that they have now permanently reverted to having to add your FF number? What happens if you have a real emergency? At the airport and your flight has been cancelled?

One problem was long waiting time, which seems to be resolved now. There is still the problem of qualified staff to provide appropriate support for those emergency issue. Of only offshore had the capacity to forward calls to Hobart in those cases....

 

[tdimdad]

...or I have a hard to understand accent quaking at me- you're better off trying a few times till you're in Hobart than wasting any time with those.

Just make sure to distinguish whether it's a well-trained and competent migrant with an accent based in Hobart. Unless, of course, QF employs only native speakers.

 

[Berlin]

Just make sure to distinguish whether it's a well-trained and competent migrant with an accent based in Hobart. Unless, of course, QF employs only native speakers.

Good question, actually. Never had anyone with an accent in Hobart as far as I can remember. So way too risky to waste my time tbh.

 

[Jacques Vert]

Good question, actually. Never had anyone with an accent in Hobart as far as I can remember. So way too risky to waste my time tbh.

I've spoken to a couple of agents in HBA with accents; They were all excellent.

 

[Gladstone Tim]

To help discover their location, I make a game of….”You sound like you are in Suva. Am I right?” I have a high success rate and they tend not to mind confirming or correcting.

 

[RooFlyer]

To help discover their location, I make a game of….”You sound like you are in Suva. Am I right?” I have a high success rate and they tend not to mind confirming or correcting.

Living near Hobart, I can breezily start the conversation with " What's the weather like where your are?" Or "Isn't it awful/ nice / cold ... " and see what the reply is. My phone always seems to play up if the weather disagrees.

 

[Ade]

$50 that are somewhere gone into Qantas' abyss

I once lost $99 to the QF abyss ... called HBA around 10 pm CBR time to amend an international flex Y booking ... the agent on the phone was, as expected, super helpful ... changes done smoothly, promised that the e-ticket would be issued under 30 mins etc. Finished the call, e-ticket landed a little over 30 mins (which is fine, I was not in a hurry) went to bed, woke up next morning, opened the e-ticket to see a $99 change fee on a FLEX booking ... hmmm ... I was like, I spoke to HBA yea !?!?!? anyways, called them up next morning and it was fixed

 

[Paul Mc]

Hi everyone,

I had received a message last night from Qantas to call them re a change to an upcoming overseas flight. So I called Qantas this morning (I am Platinum). Went through to the Cape Town call centre.

The Cust Service person put me on hold whilst he looked into it. Hold music was playing - 5 mins later there was a Qantas voice prompt to re-enter my FF number. So it seems a system drop out. I then re-entered and went through to a new person and had to re-explain the reason for my call. She fixed my booking but put me on hold to change my wife's booking. This time no Hold music :-( I waited a few minutes then hung up.

To their credit, at least the second Service person called me back and apologised for the disconnection. (The first person never tried to call back). I asked if she could please let her management / Tech team know about the dropouts and she said she would.

They asked me to please stay on the line to answer the Survey question... but of course it never went through to that and dropped out again .

Not sure if this helps any AFF person, but just letting you know. I have my fingers crossed the overseas flights will go smoother than the (non-Tasmania) call centre experiences.

 

[Ade]

System dropouts are not uncommon with QF offshore CC. I have had a few calls drop out on me when the agent places the call on hold. One time, I waited for 30 mins before the call dropped out. I'm WP as well.

 

[AIRwin]

Perhaps submit feedback directly as well?

https://www.qantas.com/au/en/support/contact-us/customer-care-feedback-form.html#