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

 

[DC3]

It seems the system that triages repeat callers to Australia/NZ still isn't up and running

Repeat callers = Serial Pests?

 

[Mattg]

On my seventh attempt I got Suva again. She still couldn't see the flight I wanted, so I tried instead to request a seat on a Qantas flight that I can see on the website. Her system still isn't showing any availability on this flight, even though she agreed it's showing on Qantas.com.

And they have no possibility to transfer the call to a different call centre.

 

[1022]

On my seventh attempt I got Suva again. She still couldn't see the flight I wanted, so I tried instead to request a seat on a Qantas flight that I can see on the website. Her system still isn't showing any availability on this flight, even though she agreed it's showing on Qantas.com.

And they have no possibility to transfer the call to a different call centre.

I wonder if the awards escalation email still active? It should still be doing a roaring trade seeing as the call centres have shown virtually no improvement with classic award booking issues.

 

[Mattg]

I wonder if the awards escalation email still active? It should still be doing a roaring trade seeing as the call centres have shown virtually no improvement with classic award booking issues.

That's only for ticketing issues, though (if you already made a booking and it hasn't been ticketed or re-ticketed correctly).

 

[eminere]

The third agent (in CPT) told me "I probably won't be able to make this booking for you because Qantas might not fly domestically in Argentina".

Hopeless.

 

[Daver6]

Hopeless.

Embarrassing I think is more apt.

 

[CMA222]

On my seventh attempt I got Suva again. She still couldn't see the flight I wanted, so I tried instead to request a seat on a Qantas flight that I can see on the website. Her system still isn't showing any availability on this flight, even though she agreed it's showing on Qantas.com.

And they have no possibility to transfer the call to a different call centre.

Could it be that the flight that is showing on Qantas.com but not showing in their system is because it has already been cancelled, but its still on sale

 

[DC3]

Could it be that the flight that is showing on Qantas.com but not showing in their system is because it has already been cancelled, but its still on sale

Or just incompetence/laziness at the Call Centre?

 

[1022]

That's only for ticketing issues, though (if you already made a booking and it hasn't been ticketed or re-ticketed correctly).

@Mattg I had luck with that address adding flights to a classic award that Suva said they couldn't see on their system but I could see online. Maybe I just got lucky. It wasn't strictly speaking a ticketing issue, though admittedly it was an amendment to an existing (ticketed ) booking which is different to what you're trying to achieve. I'd be tempted to try emailing them if you can't get on to HBA or AKL on the phone - or one of the few able staff in other centres. Moreso in my case as I'm only SG so have virtually no chance of getting someone good on the phone when I call QF.

 

[AIRwin]

The third agent (in CPT) told me "I probably won't be able to make this booking for you because Qantas might not fly domestically in Argentina".

Don't fly for me Argentina!

 

[Mattg]

Repeat callers = Serial Pests?

Not necessarily - they might just be trying to get something done that the offshore call centres aren't equipped to do.

 

[DC3]

Not necessarily - they might just be trying to get something done that the offshore call centres aren't equipped to do.

And it’s still not up and running?

 

[I love to travel]

SG wait time 40 mins today for involuntary schedule change. As luck would have it no longer need that flight!! Great agent though cancelled flight and after I politely asked she got my points back for me straight away

 

[Damo51]

Don't fly for me Argentina!

 

[elanshin]

Not sure if I got lucky, but managed to get connected in 5 minutes as SG (although they couldn't figure out what to do with a flight voucher properly).

 

[DC3]

…managed to get connected in 5 minutes as SG (although they couldn't figure out what to do with a flight voucher properly).

Fiji?

 

[elanshin]

Fiji?

I think it was Fiji but then they transferred me to likely HBA (aussie accent and knowledgeable - still couldn't get my issue solved though).

 

[DC3]

I think it was Fiji …

Just say: ‘Is it snowing in Hobart today?’

Call Centre: ‘Oh, I don’t know. I’m in Fiji’.

 

[elanshin]

Just say: ‘Is it snowing in Hobart today?’

Call Centre: ‘Oh, I don’t know. I’m in Fiji’.

The accent was very pacific, but he was pretty quick - checked with his supervisor a minute later came back and said they couldn't solve it so they're transferring me over to another center and on priority for that location.

The next person picking up definitely had an aussie accent and did know the problem (in fact mentions its quite a common problem) - just couldn't actually solve it and premtively answered my next questions.

 

[larrymull]

Anyone having any luck getting through to Hobart? I've tried 10AM, 11AM and 2PM, my calls are getting picked up promptly by Fiji as a Platinum but I have no faith in them. I am educating them about fare classes. Trying to change a paid F flight.