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

 

[kpro]

The survey re-direct at end of call hasn't worked this whole year for me. Perhaps QF have had enough of 1 point ratings.

 

[JohnM]

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

I had Wendy, with a distinct SA accent, but in HBA last month (post#3193). She was excellent.

 

[Mattg]

The call dropouts with Qantas have been happening for a long time. It tends to affect the outsourced call centres operated by Mindpearl. If Qantas isn't already aware of this, their heads are in the sand.

Qantas Keeps Hanging Up on Customers - Australian Frequent Flyer

A huge number of Qantas customers have been reporting that their calls were disconnected or they were hung up on by the Qantas call centre.

www.australianfrequentflyer.com.au

I don't think Qantas cares enough to fix this. In fact, a few people on here have even commented that this is by design.

 

[Paul Mc]

Perhaps submit feedback directly as well?

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

Good point. Will do.

 

[Paul Mc]

Perhaps submit feedback directly as well?

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

I just submitted it.
Frustratingly, the on-line form only gives you 3 categories to pick from re the Contact Centre complaints - Attitude, Incorrect Information and Wait Times. My problem was none of these. No option for "Technical", or "Other" even. .

 

[antycbr]

I have no sympathy for QF but I do have some sympathy for South African staff of the call centres who have up to Stage 6 load shedding which means power off at home for up to 12 hours a day.

 

[clifford]

I have no sympathy for QF but I do have some sympathy for South African staff of the call centres who have up to Stage 6 load shedding which means power off at home for up to 12 hours a day.

Yes, I would have sympathy for everyone who is subject to 12 hour power cuts a day, but really, Qantas should close its outsourced call centres asap.

They are negative value for customers.

But there is little real competition in Australia for international flights, so why would Qantas care? Just keep giving Joyce huge bonuses and all will be fine.

 

[Jason2000]

The survey re-direct at end of call hasn't worked this whole year for me. Perhaps QF have had enough of 1 point ratings.

It works - the agents are gaming the system when they know you will give a bad review and don't hang up therefore it doesn't go to the survey, Fiji in particular seems to do it all the time.

If you put your phone on mute and just wait they eventually give up and hang up and then it transfers you to complete the survey but the agents can wait there up to 10 mins, I've been trying to resolve an issue for the last few days and they've done this to me every time except for cape town.

Mind Pearl's contract 100% will have KPI's in it that will get reported at regular supplier meetings therefore don't be afraid to answer 1 (the lowest) if the service was cough, it will probably do nothing but at least you can have some comfort knowing someone at Qantas is publishing a report and having to explain why the NPS on the call centres they are responsible for is so shocking and/or Mind Pearl is going nuts about having to pay penalties etc. You can also be sure a no response will be framed in a positive light by whoever's responsible hence it's important to score honestly so there's no BS story that can be spun from the data internally e.g. oh they just didn't score because the problem was solved and they were happy.

Of course Qantas knows very well this is a cluster F and no doubt Bain's written them a playbook to follow that basically says invest zero in CAPEX and slash OPEX without any regard for customer impact while there's no competition and reap the profit.

 

[Jason2000]

But there is little real competition in Australia for international flights, so why would Qantas care? Just keep giving Joyce huge bonuses and all will be fine.

There could be but Qantas is actively trying to reduce competition to allow them to continue gouging.

Qatar Airways CEO Challenges Qantas Amid Australian Flight Increase Proposal

Qatar Airways is planning to double its frequencies to Australia, while Qantas is working to have this request denied by the Australian government.

simpleflying.com

Given it's clear Qantas is actively relishing in having little competition at the moment I would strongly suggest you write to your local federal MP complaining about any move to block more competition in the market and to support other carriers providing more flights.

 

[kpro]

It works - the agents are gaming the system when they know you will give a bad review and don't hang up therefore it doesn't go to the survey, Fiji in particular seems to do it all the time.

I get the hang up beeping tone - no silence nor a survey transfer. Even on calls that go perfectly well.

 

[Jason2000]

I get the hang up beeping tone - no silence nor a survey transfer. Even on calls that go perfectly well.

Strange maybe to do with Platinum usually going to Hobart and you're in some form of overflow system no idea however.

Certainly I've been getting the survey for every call over the past week and offshore agents (all I have access to as gold) are absolutely gaming the system by trying to outwait callers hanging up to stop survey responses.

 

[Sutty]

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 659 161
1300 025 396
1300 659 116

1300 025 390
1300 024 715
1300 659 115
1300 659 134
1300 659 502
1300 304 318

Hi
is there any way you can get a number for Hobart or Sydney ? I am really getting the run around honestly over dealing with Fiji and South Africa not being rude but need issue sorted out
appreciate Mike

 

[johndoe]

Got through eventually - 330pm AEDT. No hold. Guy was great, previous notes weren't actioned. Put me on hold and got the points sorted, told me he'd have to go on hold to get the $ sorted via NZ desk., and would call me back. Took him almost 90mins, fingers crossed the money shows up next week, will be 4 months by then to resolve.

He did comment on the frustrations they have with Manila/SA, not getting basics right, stuffing up ticketing details so they can' tbe ticketed etc. Qantas obviously need to sort this out - I can't imagine if I wasn't able to access Hobart that I'd be flying them to be honest. Even as a WP, I'm questioning why, now other airlines are starting to build capacity.

Update on this one - still no money in my account. Ugh. Overseas at the mo so cant deal with it till end of month but how utterly frustrating

 

[RooFlyer]

Hi
is there any way you can get a number for Hobart or Sydney ? I am really getting the run around honestly over dealing with Fiji and South Africa not being rude but need issue sorted out
appreciate Mike

no. Call direction mostly depends on your FrequentFlyer status. Plat and above usually hopefully get Hobart sometimes other statuses do as well. But then again sometimes platinum get Cape Town. It’s a pretty hopeless system overall.

 

[HarryTheFlyer]

A terrible photo, but this was taken this afternoon while trying to be discreet at the Brisbane International Check In at the domestic terminal.


Two phones sitting on the counter. Looks like this number rotates after 8.5 days.

 

[Sutty]

Hi Harry thank you very much : first call Phillipines second Fiji
Australian company

 

[levelnine]

Looks like this number rotates after 8.5 days.

If the number routes to an overseas call centre like the regular number does, it seems a touch redundant to rotate it that often.

 

[HarryTheFlyer]

Hi Harry thank you very much : first call Phillipines second Fiji
Australian company

If you're Bronze or Silver did it plonk you at the front of the queue? I guess that beats waiting on hold for hours.

 

[levelnine]

The Qantas call centre is slowly sapping all joy from today.

Trying to add a JAL domestic flight to a OWA and all the offshore agents say it is not possible because it is a codeshare flight. I know it is possible because I had one on the exact same booking a few months ago!

But I can't seem to get through to Hobart today as a Platinum. Tried at 7am multiple times as well as later this morning and early afternoon. Hoping for better luck this evening.

 

[encryptededdy]

offshore agents say it is not possible because it is a codeshare flight

I wonder what makes them say that, given they're not codeshare flights at all. Or perhaps their system is only kicking up the codeshare versions of the flight? Sigh.