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

 

[Isolar]

Couldn't complete a multi-city booking online for travel on the weekend so had to make the dreaded call (this was around 9:45pm). As a WP I've generally always got through quite quickly. This time recorded message said there would be a 60 to 90 minute wait and I could request a call back. Hmm, opted for the call back and shortly afterwards remembered this thread with the different priority number.

Gave it a shot and was only on hold for 10 minutes. Australian agent answered. Took a long time to complete the booking. Combination of QF Travel Pass and credit card for payment. Agent had to put me on hold for each of the payment components and for some reason they took a long time to go through. Finished the call around 10:20pm.

If a simple three stop multi-city booking cannot be completed online without weird error messages what do non-status/knowledgable passengers do? I would love to know how much revenue QF is missing out on because of frustrated passengers giving up when faced with excessive wait times.

 

[am0985]

Have tried the 1300 134 502 number but tried from 0330 Australian time. Had to enter frequent flyer details.

Despite trying for 2h30 from literally the middle of the night I still haven't got through. I'm bronze - is this normal going as per everyone's recent experience? Or is Xmas affecting wait times?

This is ridiculous - have had cancellation on 29/12 so need to get through urgently...

 

[Scr77]

Have tried the 1300 134 502 number but tried from 0330 Australian time. Had to enter frequent flyer details.

Despite trying for 2h30 from literally the middle of the night I still haven't got through. I'm bronze - is this normal going as per everyone's recent experience? Or is Xmas affecting wait times?

This is ridiculous - have had cancellation on 29/12 so need to get through urgently...

Did you get an email about the cancellation? That usually has a priory number in it too.

 

[TheInsider]

Have tried the 1300 134 502 number but tried from 0330 Australian time. Had to enter frequent flyer details.

Despite trying for 2h30 from literally the middle of the night I still haven't got through. I'm bronze - is this normal going as per everyone's recent experience? Or is Xmas affecting wait times?

This is ridiculous - have had cancellation on 29/12 so need to get through urgently...

There are three numbers that get rotated. All published.

 

[aussiejohn]

So many people support and fly Qantas. They know they've got you over a barrel, so where is the incentive to change anything? You will still fly Qantas no matter how badly they treat you - and there is the problem.

Virgin, Rex and soon Bonza have all sorts of problems too, and in many cases will not be the answer to your needs. BUT, unless you take business away from Qantas and support the other airlines with a leg up to succeed, the problem is going to get a hell of a lot worse once Qantas reaches it's goal of a monoply. Customer service is redundant when you are the only show in town.

Yes, this is simplistic. I know that. But if you DO NOTHING, nothing will change. Cancelling $350,000 worth of flights is a good start Andydj. We need to get that figure up to $3.5 million or even $35 million and maybe Joyce will start to sweat a bit - maybe start to rethink his strategy.

 

[big_RED]

1300 134 502

Just used this number to call at 2:30pm. Call was answered within 10minutes.

Unfortunately my reception dropped out so I called back at 3pm and was on hold for 30mins before it was answered.

Bu these hold times are much better than the 3-4hrs I've experienced over the last month with the default number on their website!

 

[blacksultan]

I am presently overseas and need to contact the qantas frequent flyer contact centre to chase up a refund. does anyone have a regular landline number for the same starting with 03, 02, 07etc ?

 

[Guvner]

+61 2 8222 2439
or you could try the NZ number: +64 9 3578900

https://www.qantas.com/au/en/support/contact-us.html

 

[MARTINE]

Okay
deep breath
today is the day I will call ‘the number’
I want a refund for a flex econ flight booked for Broome (from MEL Sept - say no more). Have a decent credit in bucket valid to 12/23. Nowhere can I find the class on the ticket (not in man age my booking /my QF profile etc etc).
here goes
PS - I only fly SQ /VA as I hate flying the Q bird and find the customer service woeful … but when I booked it was the only way to get to Broome for my (non-existent) holiday

 

[Scr77]

Okay
deep breath
today is the day I will call ‘the number’
I want a refund for a flex econ flight booked for Broome (from MEL Sept - say no more). Have a decent credit in bucket valid to 12/23. Nowhere can I find the class on the ticket (not in man age my booking /my QF profile etc etc).
here goes
PS - I only fly SQ /VA as I hate flying the Q bird and find the customer service woeful … but when I booked it was the only way to get to Broome for my (non-existent) holiday

May the force be with you!

 

[RichardMEL]

The fare class is usually shown in the flight detail under MNB where it will say Class Economy (K) or whatever.. but one usually has to drill deep to find it. It is not ideal for sure. And of course it should be shown before one books but that's been a long running issue for many of us.

good luck

 

[Big John]

Okay
deep breath
today is the day I will call ‘the number’

Good luck. I'm sending positive vibes your way (for what it's worth !)

 

[MARTINE]

So - here we go.
I did it.
Firstly - @Admin thanks for "the number" 1300134502.
For fun I tried two ways!!
If you dont put in ff number and pin its turn right (wait time 1-2 hours it stated).
but.....once you add FF/pin combo when it prompts - its turn left into J and F and call picked up in two rings.
He was very helpful.
My fare IS fully refundible and even though I cancelled it (before QF cancelled it) he advised I am entitled to full refund.
He has advised it is now going to the refund team where it may take up to 8 weeks to be recredited to the original form of payment.
I will be sent an email once this is done
so far so good...I will update late Feb 22.

And thankyou for all the best wishes and good vibes - it helped!

 

[MARTINE]

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 134 502 (confirmed to be active on 10 Dec 2021)
1300 659 134
1300 304 318

worked today 29/12/21 - but must put in ff number and pin for the "premium service". As other posters have stated if you dont it back to goat class

 

[RAM]

The dictionary says that to enhance something means to improve something, how did Qantas get it so wrong over recent years w9th their enhancement of products and services?

AJ 'improved' the cost structure for Q, never mind the negative impact for customers - they're so annoying at best....

 

[TheInsider]

worked today 29/12/21 - but must put in ff number and pin for the "premium service". As other posters have stated if you dont it back to goat class

Then it's not the correct number if it goes to the put your FF number in. Use one of the 3, one will go direct.

 

[MARTINE]

Then it's not the correct number if it goes to the put your FF number in. Use one of the 3, one will go direct.

So long as I got the result I needed in two rings …… but interested as to why were the other numbers crossed out?

 

[DC3]

… why were the other numbers crossed out?

My take is that this a courtesy (updated) list, to inform others that those numbers (which have worked previously) are no longer currently working.

 

[PineappleSkip]

I think it was noted upthread that the priority number is rotated among these three.

 

[TheInsider]

I think it was noted upthread that the priority number is rotated among these three.

Correct, there are 3 numbers and they rotate every few weeks so not to get abused...