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

 

[MooTime]

Following the WA premier's announcement, I called to change a paid/credit voucher booking last week, paid a small amount of fare difference on Visa. Flights updated on website and when hovering over change/cancel button, says 'booking is being processed'.

After a week, no ticket and I noticed that the fare difference charge on my Visa that was 'pending' had now disappeared. Rang back yesterday and queried booking, no issue, ticket now issued and should have it shortly.

Still nothing overnight, so rang back today. Ticket has not issued as outstanding payment - fine, gave Visa number again. Consultant then said please hold whilst I contact ticketing to get the ticket issued. After 1 hour on hold from that point, I gave up...

So instead of one contact and having a ticket issued shortly afterwards, I have now had 3 contacts (and clogging up call centre for more urgent queries) and still do not have a ticket issued. When I do 'email ticket' from the booking, it emails the old ticket without the changes or fare increase.

Travel not until Feb so will 're-engage' next month if still have not received anything.

yes I hear your pain I have oh so very similar issue....I'll never understand how this goes so wrong so often.

QF are absolutely useless when it comes to so many aspects.

 

[TheInsider]

Following the WA premier's announcement, I called to change a paid/credit voucher booking last week, paid a small amount of fare difference on Visa. Flights updated on website and when hovering over change/cancel button, says 'booking is being processed'.

After a week, no ticket and I noticed that the fare difference charge on my Visa that was 'pending' had now disappeared. Rang back yesterday and queried booking, no issue, ticket now issued and should have it shortly.

Still nothing overnight, so rang back today. Ticket has not issued as outstanding payment - fine, gave Visa number again. Consultant then said please hold whilst I contact ticketing to get the ticket issued. After 1 hour on hold from that point, I gave up...

So instead of one contact and having a ticket issued shortly afterwards, I have now had 3 contacts (and clogging up call centre for more urgent queries) and still do not have a ticket issued. When I do 'email ticket' from the booking, it emails the old ticket without the changes or fare increase.

Travel not until Feb so will 're-engage' next month if still have not received anything.

Call the above number and get it over and done with today.

 

[DC3]

Call the above number and get it over and done with today.

Some prefer to suffer.

 

[MEL_Traveller]

Hmmm... will be checking my lottery tickets this weekend!

Called yesterday evening... 30 minute wait but offered a call back. Accepted. Call after 40 mins with South Africa. Agent was nice enough although had little idea what they were doing... but it was a simple booking that couldn't be done on line (error code). Tickets issued on the spot!

 

[RichardMEL]

Just a note on something QF *maybe* has automated to no require a call or whatever. This has probably been around for ages but I have not flown in.. ages... but anyway noticed after OLCI for (so far not cancelled ) fight tomorrow that an option now shows "Not Flying Anymore?" (shows on the BP screen) that one presumes this is a way to cancel out of OLCI and potentially either change or cancel booking. I know it's a little thing but... it's something. Don't dare hit it to find out if it works or what I get directed to though for obvious reasons

 

[DC3]

… Don't dare hit it to find out if it works or what I get directed to though for obvious reasons

Take one for the team.

 

[TheInsider]

Take one for the team.

It *should* allow you to re-check-in.

 

[Michaael]

Huge +1's for this thread. called it, got through in 5min, finally some movement.

Get to speak to someone who can understand me and what I am trying to achieve with my call without going backwards and forwards on hold for an hour

Alan Joyce should be giving himself an upper cut and sacking whoever is responsible for customer service at the moment. Its beyond unacceptable for a PREMIUM grade airline to have such woeful customer service and still blame covid despite covid having being used as an excuse for at 18months now

Singapore airlines but, I was on hold maybe 20min, problem solved within 10min and I am only a Silver KF...

 

[MEL_Traveller]

Its beyond unacceptable for a PREMIUM grade airline to have such woeful customer service ...

it's premium in price only! And their marketing.

(Although they do have a very good business class on their A380s in rows 1-5 )

 

[Michaael]

(Although they do have a very good business class on their A380s in rows 1-5 )

Hah I thought it was business class lite - kind of like premium economy with a bit of extra leg room?

Since no ones updated that number at the top and the date "1300 134 502 10 Dec"

I can write that as of 21st December 9pm, it still works. Brought me through to a very lovey and extremely helpful lady in Hobart.

She also confirmed the two duds that A (operator 1): cancelled the flight I actually wanted to keep and B (operator 2): said my payment didn't go through despite a payment confirmation number appearing on my booking are both from the south African call centre - so good luck if you go through to them.

That premium number listed above takes you through to either Hobart call centre or Auckland call centre depending on the time on day - Hobart until 11pm IIFC, Auckland after that.

 

[Michaael]

Singapore Airlines IMO is easily the best airline for international travel out of Australia.

With regards to reward availability, low co payment (taxes), hard product on their planes out of Aus, soft product - amazingly in air and on ground service, nice lounges, Changi is dabomb airport

I just wish it was easier to churn heaps of KF points, best you can generally achieve is about 60k a card or once every 18months a big chunk from AMEX explorer

 

[madrooster]

Singapore airlines but, I was on hold maybe 20min, problem solved within 10min and I am only a Silver KF...

SQ hold times have blown out and fluctuate. I've seen cases of 3h hold times to SQ even as a SQ gold.

 

[CorporateFlyerMEL]

Call the above number and get it over and done with today.

rang that number, ticket queue is 22+ days at the moment...

 

[bullerdude]

Are you sure you called the correct number? I only waited a couple of minutes.

If you get redirected to the "Enter your QF number" then you hit the main queue and not the priority queue.

 

[jakeseven7]

Singapore Airlines IMO is easily the best airline for international travel out of Australia.

With regards to reward availability, low co payment (taxes), hard product on their planes out of Aus, soft product - amazingly in air and on ground service, nice lounges, Changi is dabomb airport

I just wish it was easier to churn heaps of KF points, best you can generally achieve is about 60k a card or once every 18months a big chunk from AMEX explorer

Pity they also don’t answer the phone
And actually their hold music is more helpful than their call centre when you do manage to get through

 

[CorporateFlyerMEL]

Are you sure you called the correct number? I only waited a couple of minutes.

If you get redirected to the "Enter your QF number" then you hit the main queue and not the priority queue.

yes got through on the number, no issue, but was told tickets will be issued in accordance with travel dates and that at the moment in the system there is a 22+ day ticket queue so ticket may not be issued until very close to travel date - but don't worry, it will happen..

 

[Port Power]

yes got through on the number, no issue, but was told tickets will be issued in accordance with travel dates and that at the moment in the system there is a 22+ day ticket queue so ticket may not be issued until very close to travel date - but don't worry, it will happen..

Wow! Has anyone else heard of a 22 day wait for ticketing when making changes? I don’t always have the new e-ticket emailed to me, but the details are all there in my Qantas app within hours. I know for certain that I’m good to fly.

 

[TomVexille]

Wow! Has anyone else heard of a 22 day wait for ticketing when making changes? I don’t always have the new e-ticket emailed to me, but the details are all there in my Qantas app within hours. I know for certain that I’m good to fly.

Been an issue long before covid. Have occasionally had tickets take months. It's always been prioritised by departure date. Of course you used to be able to call up and have it expedited manually.

 

[DC3]

Wow! Has anyone else heard of a 22 day wait for ticketing when making changes? I don’t always have the new e-ticket emailed to me, but the details are all there in my Qantas app within hours. I know for certain that I’m good to fly.

Except that an eticket means that the booking has now been ticketed, and then we are right to fly.

Relying on MMB can be a bit of a trap. I noticed that an AA flight had recently disappeared from QF MMB. No notification from QF. No reason offered when I called. Managed to get it reinstated after a few days, but as the seats had not been returned to award availability, I had to rely on a request being sent off by QF, for which there are no guarantees. If it’s just QF flights, then that’s a different matter.

 

[DC3]

yes got through on the number, no issue, but was told tickets will be issued in accordance with travel dates and that at the moment in the system there is a 22+ day ticket queue so ticket may not be issued until very close to travel date - but don't worry, it will happen..

Except that there are some airlines (QR, and maybe JL) that will only hold a QF award booking for 2 days, then it’s gone if not ticketed.