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

 

[gethsemene]

Shouldn't be Manila unless it's a frequent flyer account enquiry.
Reservations are not there.

Ah, my accent identification must be awry, either way customer service was good!

 

[dandandan]

Called 318 today and got told off for calling and asked where I got the number from as they were trying to track down who is publishing, told me as Platinum I had a priority number already and that it was unfair for bronze members who have to wait 45 minutes however they hadn't answered my call the day before in over 40 minutes.

 

[Daver6]

Called 318 today and got told off for calling and asked where I got the number from as they were trying to track down who is publishing, told me as Platinum I had a priority number already and that it was unfair for bronze members who have to wait 45 minutes however they hadn't answered my call the day before in over 40 minutes.

I think bronze members would be elated if they only had to wait 45 minutes!

 

[TheInsider]

Called 318 today and got told off for calling and asked where I got the number from as they were trying to track down who is publishing, told me as Platinum I had a priority number already and that it was unfair for bronze members who have to wait 45 minutes however they hadn't answered my call the day before in over 40 minutes.

LOL at "who" publishes the number. It literally gets given out by staff at the airport for ticketing enquiries due to their stupid closure of domestic sales desks.
Idiots.

 

[MARTINE]

LOL at "who" publishes the number. It literally gets given out by staff at the airport for ticketing enquiries due to their stupid closure of domestic sales desks.

… telling off the customers … and they wonder why people complain about their (dis)service
This number allowed me to get my last $$$ out of QF and never use them again (unless in extremis)

 

[MooTime]

I think bronze members would be elated if they only had to wait 45 minutes!

Exactly, prior to recent QF handout of Gold status, my bronze calls....45mins, haha I think not, an hour at very very best.

Asking where got the number, omg. Assisting those customers that need assistance... And there's some issue with that, oh boy!

 

[Guvner]

Where you got the number from?
Should have replied with “Alan”.

 

[DC3]

Ah, my accent identification must be awry, either way customer service was good!

Certainly not Manila by the sound of it.

 

[clifford]

Shouldn't be Manila unless it's a frequent flyer account enquiry.
Reservations are not there.

But perhaps they should be. Far better than South Africa.

 

[MARTINE]

Certainly not Manila by the sound of it.

You always know Manila by the repetitious ‘Thankyou so much’ which starts and ends every sentence…

 

[Guvner]

or when they address you by Mr Firstname

 

[TheInsider]

But perhaps they should be. Far better than South Africa.

They used to do the online chat pre-covid.

 

[dandandan]

Where you got the number from?
Should have replied with “Alan”.

 

[Elvstroem]

My recent experience(s).

I tried calling to make a same day change on Friday that the QF website wouldn't allow me to change. After 30 minutes there was no answer so I had to hang up, cancel the flight and book a new ticket on the flight I wanted (otherwise I wouldn't have made it).

Then had to call again yesterday after QF cancelled a flight and moved me onto a later rather than earlier flight that wouldn't suit me (again, the website wouldn't allow me to change it myself). Apparently a 2 hour wait so I gave up and spent 5 minutes making a complaint about call times through the website.

Called back this morning to try and do what I couldn't get through for yesterday, the system said a wait of "less than 30mins" but I took the option for a call back which came through 40mins later and all sorted in less than 2 minutes.

That all sounds pretty consistent with what I've read here but the real interesting thing for me though was about 15 minutes after this I got another call from Qantas responding to my online complaint! I received a very insincere apology for my experience and was told "it wouldn't be changing anytime soon"! The honesty is refreshing but it does leave me scratching my head for reasons to keep booking Qantas!

 

[Port Power]

My recent experience(s).

I tried calling to make a same day change on Friday that the QF website wouldn't allow me to change. After 30 minutes there was no answer so I had to hang up, cancel the flight and book a new ticket on the flight I wanted (otherwise I wouldn't have made it).

Then had to call again yesterday after QF cancelled a flight and moved me onto a later rather than earlier flight that wouldn't suit me (again, the website wouldn't allow me to change it myself). Apparently a 2 hour wait so I gave up and spent 5 minutes making a complaint about call times through the website.

Called back this morning to try and do what I couldn't get through for yesterday, the system said a wait of "less than 30mins" but I took the option for a call back which came through 40mins later and all sorted in less than 2 minutes.

That all sounds pretty consistent with what I've read here but the real interesting thing for me though was about 15 minutes after this I got another call from Qantas responding to my online complaint! I received a very insincere apology for my experience and was told "it wouldn't be changing anytime soon"! The honesty is refreshing but it does leave me scratching my head for reasons to keep booking Qantas!

Welcome to AFF, and keep contributing as well as reading.

 

[pomona]

Currently trying the "318" number
Hope it is better than the official, useless numbers. Spent 4hours yesterday & 3 hours Thurs/Friday trying to sort out ticketing using points for J class EK booking. EK claim awaiting ticketing, booked Dec 24, so cannot book seats as need aisle due to previous surgery.
Maybe someone can supply Mr Joyce's number so we can overload it with SMS/calls ?
15 mins so far with saxophone

 

[MARTINE]

Currently trying the "318" number
Hope it is better than the official, useless numbers. Spent 4hours yesterday & 3 hours Thurs/Friday trying to sort out ticketing using points for J class EK booking. EK claim awaiting ticketing, booked Dec 24, so cannot book seats as need aisle due to previous surgery.
Maybe someone can supply Mr Joyce's number so we can overload it with SMS/calls ?
15 mins so far with saxophone

….be ready to hear “Thankyou so much” as the first words.. good idea though (if I ever planned to spend another cent with that airline)

 

[pomona]

wow, 28mins in & I have contact, just need to see if they can do the ticketing
Thanks very much

 

[MARTINE]

wow, 28mins in & I have contact, just need to see if they can do the ticketing
Thanks very much

 

[pomona]

….be ready to hear “Thankyou so much” as the first words.. good idea though (if I ever planned to spend another cent with that airline)

No, actually it was a local accent. Mind you I can tell a Tagalog accent from a mile away.
So, apparently my reservation had fallen through the "cracks" but I can expect to receive an email shortly confirming all done, inshallah !