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

 

[am0985]

Qantas Silver. Called to make a booking I couldn't do on the website. Took 20 mins to get through, pretty sure it was someone in Hobart. Very straightforward, great service (apologised quite unnecessarily a few times for a short wait) and got sorted very quickly. No complaints at all and happy that it's possible to access Hobart on a Saturday afternoon as a Silver.

 

[djjk78]

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

So is there any theory on whether the above special numbers still work? I've tried and couldnt get through using them, so am trying the 131313 number but I think the priority is Israel support at the moment so have been on hold for 20 mins so far.

 

[Mr H]

So is there any theory on whether the above special numbers still work? I've tried and couldnt get through using them, so am trying the 131313 number but I think the priority is Israel support at the moment so have been on hold for 20 mins so far.

They used to work to beat the two hour queues, but more recently I think they introduced a standard answering switchboard for all the numbers that makes you enter your FF number and the system sorts you on that basis. In fairness, the wait times are usually not that grotesque any more.

 

[Danger]

Very short wait times for me but only one of my last seven calls (all made between about 8 and10pm AEDT) as a platinum was answered in Hobart, all others in Suva.

 

[FlyingKangaroo]

Just called in for the first time in 6 months or so. On hold for 25 minutes. Got Fiji.

After a cancellation yesterday saw me rebooked on another connecting flight, both the original and rebooked flights are still appearing in my reservation, which now seems to be causing an error if I try to access any of the seats or other options for the return.

I asked the agent to help clean the ticket up after those changes yesterday and reissue or whatever needs to be done.

Hopeless experience. I tried 5 different ways to explain the problem, but she never did get it. Gave up after 15 minutes and still can't touch seats or anything in the reservation.

 

[Daver6]

Called today late morning PER time. After being on hold for 20 minutes listening to all the befits of being a WP I just gave up. Do they have any idea how infuriating and condescending it is to tell their top tier flyers about all the benefits but can't even answer the damn phone.

VH has her work cut out if this is still the situation for their call entres.

 

[Lynda2475]

I would imagine with the huge drop of F and J Classic awards today, call centre would have been flooded with people trying to modify existing OWAs with better flights.

They need to allow OWAs to be edited online and the call wait times would drop.

 

[FlyingKangaroo]

I decided to give it one more go before heading off today (São Paulo awaits!). 5-minute hold this time, back to Fiji. The agent understood what I was after and explained that they had reissued the ticket due to yesterday's cancellation and rebooking, such that there are now two ticket numbers associated with my booking reference (one for the now-partially flown trip; and one for the return that remains unchanged) and that, because of this, the online interface I can access will continue to bug out and I won't be able to make any seat changes (not a big deal except I was hoping for some T-80 luck).

Was she right? She seemed to know what she was talking about, and digging into Royal Jordanian's website with my booking reference I do see those two ticket numbers. I have no reason not to take her at her word, so I shall.

Another fail for QF's IT systems. I suppose the best I can do is call in shortly after T-80 and see if they can assign me anything that opens up.

 

[justinbrett]

I'm trying to get onto Hobart to fix an issue with an un-ticketed booking that CPT can't fix, called at 7am and 20 minutes later CPT answered. I just hung up.

Unfortunately, she's called me back!

 

[AIRwin]

20 minutes later CPT answered. I just hung up.

How to tell it's CPT?

 

[justinbrett]

How to tell it's CPT?

Accent, but also specifically asked. She said she had contacted ticketing to fix it but they said they can't fix the error. I asked if it was the Australian ticketing department or "the local one", and she said "the local one".

I guess possible she was a South African working in Manila or Fiji but unlikely.

 

[tdimdad]

Called on Tuesday 9:25 am AEDT (Sydney) and again an hour later. Got the "if you are flying in the next 24 hours..." message to try to drop off most callers but I decided to stick around and wait. Waited for 15 mins but hopped off the queue on both times. The never-ending praise tape for plat flyers and how valuable you are started to get old very quickly...

Today at 9 am they played a "We have very long wait times. If you call is about ... please visit our website...". Opted to hop off and try my luck later.

 

[AIRwin]

Accent, but also specifically asked. She said she had contacted ticketing to fix it but they said they can't fix the error. I asked if it was the Australian ticketing department or "the local one", and she said "the local one".

Oh I thought you hung up at once when she answered the call

 

[Nitro6333]

I'm trying to get onto Hobart to fix an issue with an un-ticketed booking that CPT can't fix, called at 7am and 20 minutes later CPT answered. I just hung up.

Unfortunately, she's called me back!

Try 1300 024 715 make sure to key in your details. Let us know how you go

 

[justinbrett]

Oh I thought you hung up at once when she answered the call

I did. She called me back. Twice!

 

[AustraliaPoochie]

Pity.
Wonder how long before VH does make a move and put her foot down, and does pay to improve things QF and QFF wise.
Or will they (N)ever change?

 

[PineappleSkip]

IIRC VH's change promise was "more specialists in the contact centres" and more flexibility to deal with problems. My speculation is more CC staff employed by mindpearl for a pittance that take forever to fail to fix things, or screw up altogether, more calls as a result. VH is the new leopard, with the same spots.

 

[AustraliaPoochie]

I see.

 

[justinbrett]

I got through to Hobart this afternoon regarding my AA reward booking containing a new airport (XPL) not in the QF system.

She spoke to ticketing and confirmed they can't process as it's not in the QF system; however - she made some calls and they are going to add it to their system and once done, "Sonya" will call me back to process (not the person I was speaking to, but was described as "fantastic" by the operator).

Such a difference to the CPT call centre - who are nice enough but just don't have the toolkit to help with complex problems like this.

 

[serfty]

Maybe QF's systems need to take a direct feed from gcmap ...

XPL - Comayagua [Coronel Enrique Soto Cano AB], CM, HN - Airport - Great Circle Mapper

Airport information about XPL - Comayagua [Coronel Enrique Soto Cano AB], CM, HN

www.gcmap.com