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

 

[N860CR]

Got quite the stern talking to for using the 1300 number today. Threw it back at her asking what they expect people to do. She did it without argument.

 

[aikman]

I do get the feeling that the day will come when someone is stuck at a check in desk with 60 mins until departure but they can't get through on the 1300 number to get their ticket fixed because all the slots have been taken up by non urgent calls.

 

[dylarr]

I do get the feeling that the day will come when someone is stuck at a check in desk with 60 mins until departure but they can't get through on the 1300 number to get their ticket fixed because all the slots have been taken up by non urgent calls.

This scenario has already played out even before the numbers were published in this thread, thanks to the decision to close airport ticketing and service desks:

Qantas Airport Service Desk Closures Disastrous

Qantas announced last year that it would close airport service desks and sales counters as part of a cost-cutting drive. Many Australian frequent flyers

www.australianfrequentflyer.com.au

 

[MooTime]

QF nobody to blame but themselves, they cheapen themselves more and more (by removing the to ticketing & service desks)

The only loss will be the person missing their flight and not being able to get thru to the 1300 number.

QF certainly won't accept responsibility.

1, 2 hour waits for ppl to make simple changes to their booking, there's an alternative number to use, of course they/us will.

 

[encryptededdy]

Got quite the stern talking to for using the 1300 number today. Threw it back at her asking what they expect people to do. She did it without argument.

I wonder if this is Qantas telling staff to keep an eye out for this, or if staff are telling people off for using the 1300 number on their own volition.
If it's the former then that's really sad to be honest.

 

[Must...Fly!]

I do get the feeling that the day will come when someone is stuck at a check in desk with 60 mins until departure but they can't get through on the 1300 number to get their ticket fixed because all the slots have been taken up by non urgent calls.

Oh well, maybe they shouldn't treat customers with such contempt. And maybe those customers should ask why they bother.

 

[MARTINE]

Got quite the stern talking to for using the 1300 number today. Threw it back at her asking what they expect people to do. She did it without argument.

Did you check she didn’t ticket you to Mumbai instead of Manila ?!!

 

[N860CR]

Did you check she didn’t ticket you to Mumbai instead of Manila ?!!

I didn’t ask to go visit the call centres!

It was for a refund. Who knows if it’s been done or not….

 

[MARTINE]

I didn’t ask to go visit the call centres!

It was for a refund. Who knows if it’s been done or not….

Yes
Manila
Thank you sooooo muuuuch …

 

[whole-lotta-moxie]

How long has everyone been waiting on hold using this 1300 number recently?

What is the mythical 1300 number? I am missing something but i actually haven't seen the number here. The only number i know is 131313

Post automatically merged: Jan 26, 2022

Forget Qantas. They've had ample time to refund you. Call your credit card provider and initiate a charge back.

I have called my bank and they want proof that Qantas should give me a refund. I know everyone talks about getting a refund for their fees and charges but is it actually written anywhere on their website? I can't see it

 

[Jacques Vert]

What is the mythical 1300 number? I am missing something but i actually haven't seen the number here. The only number i know is 131313

Look at the top of this page.

 

[whole-lotta-moxie]

Look at the top of this page.

OMG.... SORRY . I am really embarrassed!! Totally missed it i was looking through all the comments and missed it at the top!!

 

[whole-lotta-moxie]

Latest update. I thought i would just give it another try rather than doing the dispute with my bank as they want lots of information and it looks like a long process.

I just called the standard number 131313 and got through in under 10 mins. I think it might have been Cape Town. She looked at my account and said that she could process the refund. She seemed to know what she was doing and was very good. She said it would take about 10 days to be back on my credit card... Fingers crossed

 

[DC3]

OMG.... SORRY . I am really embarrassed!! Totally missed it i was looking through all the comments and missed it at the top!!

Should have gone to Specsavers

 

[Daver6]

I have called my bank and they want proof that Qantas should give me a refund. I know everyone talks about getting a refund for their fees and charges but is it actually written anywhere on their website? I can't see it

Out of curiosity, which bank?

This is what I love about Amex. I've never had push back or been asked for proof like that.

 

[whole-lotta-moxie]

Out of curiosity, which bank?

This is what I love about Amex. I've never had push back or been asked for proof like that.

It was NAB. They wanted me to document the details

Please send us the following written evidence regarding this transaction:

• a copy of the invoice or receipt
• a copy of the written promise from the merchant to provide a refund
• any other documents or emails relating to this matter
• Please email a copy of your written evidence

 

[DC3]

It was NAB. They wanted me to document the details

Please send us the following written evidence regarding this transaction:

• a copy of the invoice or receipt
• a copy of the written promise from the merchant to provide a refund
• any other documents or emails relating to this matter
• Please email a copy of your written evidence

Written promise as well?

 

[Port Power]

OMG... i have been trying to get my refund of $1230 back and qantas is pathetic...

I have tried calling and was on hold for 1 hour 40mins and when someone finally answered they just hung up on me straight away. I then sent them a private message on messenger and no response.
i then sent them an email via the contact us page and nothing again.
I have now called again I was on hold for 2 hours waiting to get through. i finally got through and the agent said 'oh you need to wait at least 8 weeks for a refund'. when i told i had been waiting since Oct 21 she then said ok let me look at that for you. She then said 'its in credit for you'. I said no its not. i dont have a credit and these are refunds for frequent flyer bookings. She then put me on hold for about 25mins and then just hung up.

Anyone got any ideas how i can get my refund from Qantas? what is the best time to call?

Going back to basics, did you cancel the flight or did Qantas? Refunds for frequent flyer bookings? I don't understand what you mean by that. Is $1230 the total amount for fees and taxes on reward flights, or is that the amount you paid for your ticket? Regarding being told you have the funds in credit, have you tried "manage my booking" and put in the booking reference? If there is a credit, this will show up by the gobbledygook flight details to nowhere, but the amount still showing.

If QF cancelled the flight, they must refund you as per the ACCC ruling way back.

 

[whole-lotta-moxie]

Going back to basics, did you cancel the flight or did Qantas? Refunds for frequent flyer bookings? I don't understand what you mean by that. Is $1230 the total amount for fees and taxes on reward flights, or is that the amount you paid for your ticket? Regarding being told you have the funds in credit, have you tried "manage my booking" and put in the booking reference? If there is a credit, this will show up by the gobbledygook flight details to nowhere, but the amount still showing.

If QF cancelled the flight, they must refund you as per the ACCC ruling way back.

No Qantas didn't cancel the flights, I did. It was 2 international flights for myself and partner and it was the fees and charges on those flights. I got the tix with frequent flyer points and was charges around $1200 for fees and charges. I cancelled the tickets online and used manage my booking to cancel the flights. I then waited a number of weeks maybe around 4 or 5 weeks for the ff points when they weren't refunded i called qantas. They then refunded my frequent flyer points but i forgot to ask about the fees and charges. This was back in Oct 21. Over the last couple of weeks i have tried to contact them to get my fees and charges refunded because i believe if it fees and charges they should be refunded and not put in credit. I have checked my qantas account and i have no credit there for these cancelled FF flights

Post automatically merged: Jan 26, 2022

Written promise as well.

Yep, if i could get a written promise from qantas would i be calling the bank ??!!!

 

[aikman]

I don't think there is anything unusual about your experience.

Last year I was getting the taxes refunded on points bookings at the 5 week mark. It has now blown out to 8-12+ weeks. The phone agents won't take any action until it gets to something ridiculous like 3 months but after that they are able to somehow get the refund processed quickly, as you found out in your last phone call.