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

 

[AIRwin]

131313 comes up as New York Pizza, Bar & Grill (and I didn't save it as that):

 

[LadyC]

I managed to get through earlier this morning to put in a reward seat release request. I got through to HBA and the agent I spoke with told me that the system they use to do that had been down since he started work. Sounds like the problem spread now the phones aren't working either!

 

[Ade]

Day of week	Fri 26MAY23
Time of call	Around the 1500 mark AEST
Number used	13 12 11
Status	Platinum
Hold time	25 minutes
Call Centre (if known)	HBA
Matter resolved	Yes & No
Details	Called in to request 1x Y CR CBR-MEL return for 27MAY23-29MAY23. Rejected right away as no Red-E-Deal fares available on any flights due to long weekend in CBR. Enquired if I could 1x Y CBR-MEL and 1x Y MEL-SYD (thought I'd Murrays it from SYD-CBR). Request put in and approved instantly. CC details provided for payment. Was informed that all good and will push to ticketing. Provided 5-5-1 as feedback. However, 4 hours down the line - no payment taken from CC and points not deducted and no e-ticket received

Day of week	Fri 26MAY23
Time of call	Around the 2100 mark AEST
Number used	13 12 11
Status	Platinum
Hold time	0 minutes (immediate answer)
Call Centre (if known)	AKL
Matter resolved	Yes & No
Details	Called in as did not receive e-ticket from previous interaction. QF has introduced a new way to handled *existing* bookings. To spell out the PNR over the IVR to help retrieve the booking. Tried it once, the call disconnected after confirming my PNR details. Tried again, this time, I said I don't know my PNR, put straight thru to a helpful agent at AKL. She mentioned that the PNR that I had provided and the one I mentioned over the phone are different. I confirmed that I had not provided any PNRs and in fact, I selected the option where I don't know the PNR. She said "uh. must be a glitch in the system". Makes me wonder, whose PNR was she able to see when I called ... a potential bug in the system (#PrivacyIssues?, perhaps? because the agent is able to access a PNR that they was not asked to by the pax?) Anyhooo, went thru the whole thing of how I requested a seat, but payments ($ and points) were not deducted. From previous experience (and as confirmed by a QF CC agent) this happens if the agent who initially requested the seats forgot to do a manual step that needs to be done before CR seats requested for WP (or above) can be sent to ticketing. She was surprised that I knew this and confirmed that that is exactly the case. She said that she has fixed it now and it should go to ticketing. As I was on the call, she confirmed that ticketing was successful and I should the receive the e-tkt anytime now. Call completed as I had to get into another meeting. Provided 5-5-1 as feedback. Got the e-tkt after an hour, but still points not deducted. CC charged.

Day of week	Sat 27MAY23
Time of call	Around the 0900 mark AEST
Number used	13 12 11
Status	Platinum
Hold time	3 minutes
Call Centre (if known)	HBA
Matter resolved	Yes
Details	Called in to request cancellation of the CR seats that I had booked the previous night. Folks that I was supposed to hang out with at MEL - all contracted CoVID. So no need for me to travel anymore. As points were not deducted yet (as of 0900 27MAY23), I called in to request a cancellation and confirmed with the agent that there would be no penalty as the points have not been deducted yet. Agent confirmed in the positive, proceeded to cancellation. No change in points (as not deducted). CC to be refunded according to AMEX's processing timelines Feedback 5-5-1

 

[RooFlyer]

That first call was a long time for Hobart to answer - but to me good, as I'd rather wait for Hobart rather than get diverted to other places.

Given it wasn't actioned properly, are you sure it was Hobart?

 

[Ade]

That first call was a long time for Hobart to answer

Agreed. I think the system did not want to send to CPT/MNL/NAN and waited until someone from HBA/AKL were available? Probably not, but I like to think so #WishfulThinking

Given it wasn't actioned properly, are you sure it was Hobart?

Yes, it was. I ask in every call to which CC have I be routed to ... IME, this isn't the first time HBA has dropped the ball in terms of ticketing reward seats that were released specifically on request. I had a similar issue last month with my international booking - where HBA agent mixed the itinerary so much that I was departing SYD-OOL, after having just arrived into MEL at the exact time ... called HBA again and someone fixed it for me.

 

[NM]

Yes, it was. I ask in every call to which CC have I be routed to ... IME, this isn't the first time HBA has dropped the ball in terms of ticketing reward seats that were released specifically on request. I had a similar issue last month with my international booking - where HBA agent mixed the itinerary so much that I was departing SYD-OOL, after having just arrived into MEL at the exact time ... called HBA again and someone fixed it for me.

I'll look on the optimistic side and suggest that maybe they are finally training some new staff in Hobart

 

[antycbr]

Jeepers, hard to fathom how that can happen with today's voice and data technology architecture standards.

There was a major system outage for Genesys Purecloud contact centre software (in the Australian region) which took my work offline for half a day. That’s probably why.

From about 1200-1700 AEST

 

[Blackadder]

Day of Week	Sunday
Time	1015
Number Used	131313
Status	LTS
Hold Time	1 Min
Call Centre	Manilla
Matter Resolved	TBA , but feel follow calls will be needed
Details	Payment for changing return date done via social media team.

 

[Blackadder]

Day of Week	Sunday
Time	1015
Number Used	131313
Status	LTS
Hold Time	1 Min
Call Centre	Manilla
Matter Resolved	TBA , but feel follow calls will be needed
Details	Payment for changing return date done via social media team.

Same today on a follow up as the updated ticket hadn't come through.
Qantas rep stayed on the line to ensure ticket came through to the email, when it was sent.
All up I would say around 3mins or so to get the issue resolved.

 

[PineappleSkip]

Day of Week	Monday
Time	0720
Number Used	131211
Status	WP
Hold Time	2 Min
Call Centre	Hobart
Matter Resolved	yes, booking modified, change fee points deducted, but awaiting ticketing and a small refund to come.
Details	Modifying classic award booked into BA to omit a segment. Sold in € ex Brussels, so not sure where that gets ticketed.

 

[PineappleSkip]

Day of Week	Monday
Time	0710
Number Used	131211
Status	WP
Hold Time	8 Min
Call Centre	Hobart?
Matter Resolved	No, still awaiting ticketing and a small refund still to come.
Details	"Where's my ticket" re the above post. You promised! Checks booking and adds in date of birth, required by USA. Tickets promised within 24 hours. Left wondering whether this was a random selection of change.

 

[PineappleSkip]

Day of Week	Wednesday
Time	0820
Number Used	131211
Status	WP
hold time	nil
Call Centre	Auckland?
Matter Resolved	No, apology, still awaiting ticketing
Details	"Where's my ticket" re the above post. You promised! Sorry, sorry, sorry. Fixed a small system error. promised to get back tomorow morning at earliest. update: got a call back from Abbie about 1/2 an hour later, advised ticket numbers and emailed new itinerary.

 

[AFF Editor]

There's been a bit of discussion on this thread and others about whether contact centre staff are able to transfer calls to Hobart.

I checked with Qantas and, unfortunately, there is no "transfer call to Hobart" button. But there are a few other options, as this article explains:

https://www.australianfrequentflyer.com.au/can-qantas-agents-transfer-calls/

 

[sap1l]

Day of Week	Wednesday
Time	~7PM AEST
Number Used	131313
Status	Silver
hold time	25 mins to connect + 15 mins in call
Call Centre	Manilla?
Matter Resolved	Yes? Awaiting new ticket.
Details	MH leg on Qantas multi-city booking was cancelled. Called to ask about options to move flights. Agent was quick to offer other options. Couldn't initially check prices because I already had a leg in the same booking that had a confirmed upgrade via points. Managed to offer reasonable flight options after a bit. Before confirming the flight change, I double-checked that my upgrade wouldn't disappear, and that my booking ref & booking class would not change. Agent confirmed this. I confirmed the new flights, and asked agent to stay on call to ensure that the changes were correct. Upon refresh, the new MH leg was correct, but my booking class was downgraded from H -> K and the confirmed upgrade disappeared. Agent put me on hold to call the FF service centre to fix - managed to restore upgrade and booking class after ~15 mins on hold. I confirmed that the booking reference did not change, and I asked the agent when the new ticket would be issued. Agent said that they were having trouble issuing a ticket, but that I should get a new ticket issued in the next 48H. We'll see... Agent also couldn't redirect me to feedback, so there was no feedback given!

 

[Lawlass]

I notice all recent calls are to 131211.

I have 'Platinum line' saved to my phone of 1300 752 801

Service has been abysmal recently. Is my number old and should I be using the 131 number?

 

[jpp42]

I have 'Platinum line' saved to my phone of 1300 752 801

There are various other numbers but they all direct to the same switchboard. The routing to various call centres only happens after entering your QFF number, based on your status. There are no shortcuts these days.

 

[BNEFlyer]

Day of Week	Thursday
Time	20:24
Number Used	13 13 13
Status	Bronze
Hold Time	Can't recall, not long. Entire call lasted 31 minutes.
Call Centre	Cape Town?
Matter Resolved	No, will need to call again today
Details	Booked a CR using QFF points. Wanted to add my QR FF number to booking as I'm OWS with QR. After being put on hold twice QR FF was added, but QFF number wasn't removed, so booking still says I'm Bronze not Sapphire.

 

[encryptededdy]

Day of Week	Thursday
Time	20:24
Number Used	13 13 13
Status	Bronze
Hold Time	Can't recall, not long. Entire call lasted 31 minutes.
Call Centre	Cape Town?
Matter Resolved	No, will need to call again today
Details	Booked a CR using QFF points. Wanted to add my QR FF number to booking as I'm OWS with QR. After being put on hold twice QR FF was added, but QFF number wasn't removed, so booking still says I'm Bronze not Sapphire.

You can usually do this yourself online using a non-QF manage booking portal

 

[BNEFlyer]

You can usually do this yourself online using a non-QF manage booking portal

Usually yes. But I haven't been able to (and I've tried the MMB pages of QF, QR, AY, CX, BA and RJ).

 

[encryptededdy]

Usually yes. But I haven't been able to (and I've tried the MMB pages of QF, QR, AY, CX, BA and RJ).

I suspect it'll probably be less painful to try at Check-In then over the phone. I suspect the agent on the phone is using the same process as what the MMB pages do, and you'll have to find one knowledgeable enough to actually set it properly.