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]

I can't believe this is still on the QF website. How long's it been?

It’s only been there for a couple of years hasn’t it, so not much chance of that changing soon.

 

[Daver6]

Are those 1300 numbers just for flights or will they service FF questions. Specifically MrsDaver6 had her membership year end at the end of Dec. However no SC rolled over and this needs to be chased up. Would the 1300 be the way to go or is there a better and less painful method than calling?

 

[DC3]

I would email [email protected] for membership issues. My understanding of the 1300 numbers is that they relate more to reservation matters (i.e., flights, etc). I would not expect Reservations to be able to assist with membership matters. Perhaps someone else may correct me.

 

[TheInsider]

I would email [email protected] for membership issues. My understanding of the 1300 numbers is that they relate more to reservation matters (i.e., flights, etc). I would not expect Reservations to be able to assist with membership matters. Perhaps someone else may correct me.

This is correct.

 

[Danger]

I would email [email protected] for membership issues. My understanding of the 1300 numbers is that they relate more to reservation matters (i.e., flights, etc). I would not expect Reservations to be able to assist with membership matters. Perhaps someone else may correct me.

This is correct.

Coming on four months for me since I contacted this address. Other than the auto reply with a reference number, donuts.

 

[Port Power]

Coming on four months for me since I contacted this address. Other than the auto reply with a reference number, donuts.

You haven’t followed up in four months?

 

[Danger]

You haven’t followed up in four months?

I will at the four month mark. The longer Qantas takes, the worse it looks, in my opinion. I suspect I'm only going to be told 'We're experiencing an unprecedented number yada, yada, yada ...'

 

[DC3]

Coming on four months for me since I contacted this address. Other than the auto reply with a reference number, donuts.

I wouldn’t wait more than a week before another attempt.

 

[N860CR]

I had to call Virgin today. On hold for about 10 minutes and spoke to a lovely lady in Brisbane who reminded me of my grandmother. All sorted in about 2 minutes.

Qantas on the other hand... still haven't received a points refund from October and have no idea how to even go about it.

 

[Spacetravel]

I had to call Virgin today. On hold for about 10 minutes and spoke to a lovely lady in Brisbane who reminded me of my grandmother. All sorted in about 2 minutes.

Qantas on the other hand... still haven't received a points refund from October and have no idea how to even go about it.

Exactly, I had to call both Qantas and Virgin today. Virgin: instantly got through to someone, I had to change a flight and do a business class upgrade. The request was handled quickly and easily. The entire process was 6 minutes and 20 seconds from dial to finish.

Qantas: I called before Virgin, put my number in the call back request (the options to confirm if your number is correct are wrong btw), received a call back about an hour after I was off the phone to Virgin. Spoke to someone in Cape town, the call took 30 minutes to do a similar request, I was put on hold then the call dropped out and no call back and my request was not completed.

 

[blackcat20]

I will at the four month mark. The longer Qantas takes, the worse it looks, in my opinion. I suspect I'm only going to be told 'We're experiencing an unprecedented number yada, yada, yada ...'

I had to follow up for a status hold issue and it was sorted very quickly.

 

[PineappleSkip]

Qantas on the other hand... still haven't received a points refund from October and have no idea how to even go about it.

Something has gone wrong there. I cancelled two award bookings end of November and received the points back almost immediately and the taxes fees charges refunded within a month. However, they weren’t mixed revenue/award bookings which for me have usually ended in tears. I’d be getting on the blower about this one.

 

[Port Power]

I had to call Virgin today. On hold for about 10 minutes and spoke to a lovely lady in Brisbane who reminded me of my grandmother. All sorted in about 2 minutes.

Qantas on the other hand... still haven't received a points refund from October and have no idea how to even go about it.

Like Pineapple Skip, I cancelled a Reward flight two weeks ago and the points were back in my account the next day. Definitely call and email right away.

 

[Subharpoon]

Thank you Admin. Just called the 1300 number and was answered in 1 minute 10 seconds! Change of award flight handled with no problems. Very friendly & helpfull QF staff member.

 

[BriarFlyer]

I had an outstanding points cancellation after several months, emailed the frequent_flyer@ address and received the points 2 days later.

 

[Danger]

The Cape Town call centre gets a bad rap and deservedly so so this will floor you.

A few weeks ago the SIN-LHR BA leg of a oneworld award I'd booked for two family members was cancelled for later in the year. I searched but no options were available to get from MEL to BRU, the origin and first destination, so I setup EF alerts. On Monday I received an alert that there were seats on AY SIN-HEL and there were also seats available HEL-BRU. I called the premium line at around 7am CDT and my call was answered in Cape Town. I can't remember that happening before.

Anyway, I told the agent there were seats available on AY and I'd like to book those. He seemed to ignore what I said, reviewed the itinerary, said SIN-LHR was cancelled and then said, 'We can put you on the PER-LHR direct. I'll just need to get authorisation.' I quickly checked EF which was showing J9 C9 D0 I0 for that date so I thought there was no chance. With barely a delay and literally no time on hold, he said it was confirmed. Today, the itinerary came through confirmed.

But, true to form, LHR-BRU had completely disappeared so I'm gonna have to call again.

Small steps.

 

[Daver6]

The Cape Town call centre gets a bad rap and deservedly so so this will floor you.

A few weeks ago the SIN-LHR BA leg of a oneworld award I'd booked for two family members was cancelled for later in the year. I searched but no options were available to get from MEL to BRU, the origin and first destination, so I setup EF alerts. On Monday I received an alert that there were seats on AY SIN-HEL and there were also seats available HEL-BRU. I called the premium line at around 7am CDT and my call was answered in Cape Town. I can't remember that happening before.

Anyway, I told the agent there were seats available on AY and I'd like to book those. He seemed to ignore what I said, reviewed the itinerary, said SIN-LHR was cancelled and then said, 'We can put you on the PER-LHR direct. I'll just need to get authorisation.' I quickly checked EF which was showing J9 C9 D0 I0 for that date so I thought there was no chance. With barely a delay and literally no time on hold, he said it was confirmed. Today, the itinerary came through confirmed.

But, true to form, LHR-BRU had completely disappeared so I'm gonna have to call again.

Small steps.

You're a few months early for 1st April....

 

[PineappleSkip]

I called the premium line at around 7am CDT and my call was answered in Cape Town.

This is truly frightening. You got the CPT premium line?

 

[TomVexille]

I had to call HA twice recently for 2 separate issues. Not a member of their program, 30 minute wait the first time, and answered literally first ring second time. Both exceedingly competent agents. QF is a disgrace.

 

[aikman]

According to another website, the average wait time at 9am is 6 mins. I called yesterday at 9am and was on hold for 24 mins, even as a WP. I didn't even want to call but I had to follow up an overdue refund.