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

 

[MEL_Traveller]

It would be nice to see it acknowledged. The problem is that long holds with Qantas are not a new phenomenon and existed before Covid. Alan Joyce has never cared enough to apologise for it before so I don't see why he would care enough to now.

Because now it can be blamed on covid and government restrictions. Most people will have forgotten ‘pre covid’.

@ Martine… I checked the Finnair message and it is different to the BA one. As expected quite similar in theme though, and both promising to do better.

 

[Mattg]

Yes I have and I waited 2 hours to talk to someone. They promised to get back to me as they didn’t know how to do around the world business class on points. No one came back then I rang another 3 times each time waiting 2 hours. I spoke to someone at Capetown and Fiji and still no one knew how to help. I put in email to qantas complaint feedback and asked for help which was 4 weeks ago still nothing
So Qantas is going downhill big time.

That's disappointing.

Have you tried building the itinerary yourself and booking online? That may be easier than trying to get the call centre to find flights for you.

Check out:

How to Fly Around the World with a Qantas Oneworld Classic Flight Reward [Mega Guide]

Fly around the world with Qantas and other Oneworld airlines by redeeming points for a Oneworld Classic Flight Reward. Photo: Qantas. Did you know that

www.australianfrequentflyer.com.au

And if you have questions about the Oneworld Classic Flight Reward, you can post them here:

Oneworld Classic Flight Reward Discussion - The Definitive Thread

Note that this is not exclusively a "Round The World" Award. While it can be so used, it can also be used for "Round Trips", "Circle" Trips or even "one-way trips" without actually going "Round The World". Also note the following from the T&C review that comes up on Qantas.com if you have...

www.australianfrequentflyer.com.au

 

[Daver6]

How long are people waiting on this number to get through 1300 134 502? Not been asked for FF details and now on hold for 31+ minutes.

Agree. On hold now as a WP. Hit the 25 minute mark and still waiting.

Actually, in the last 12 months as a WP the longest I've had to wait is less than 5 minutes.

Tried a few more times over the weekend with the regular times. I had to give up both times at the 20 minute mark. This is truly beyond a joke.

 

[MsAnne]

While I don't think it's acceptable that customers have to teach the call centre staff what to do, it is refreshing to hear that the lady you spoke to was keen to listen and learn. I've never found someone with that attitude at the Cape Town call centre - normally with them it's just "no sir, that's not possible" and then they hang up on you.

I'm back on hold today. My flight, which was booked and paid for as DRW/MPS has been ticketed as DRW/SIN. Not happy.

 

[jpp42]

I'm back on hold today. My flight, which was booked and paid for as DRW/MPS has been ticketed as DRW/SIN. Not happy.

I assume that's a typo as MPS isn't a valid airport code, but I'm having trouble work out which you mean?

 

[MsAnne]

I assume that's a typo as MPS isn't a valid airport code, but I'm having trouble work out which you mean?

Sorry MXP.

 

[jpp42]

Sorry MXP.

Wait, so they are only flying you as far as Singapore when you want to go to Milan? Wow. Good luck sorting that one...

 

[Oubline]

Wait, so they are only flying you as far as Singapore when you want to go to Milan? Wow. Good luck sorting that one...

Were you meant to be transiting Singapore originally? I'm wondering whether they didn't ticket in time so the post-SIN flights dropped off the itinerary before it was ticketed?

 

[jpp42]

If we expand the definition of call centre in this subject to be "contact centre" - I was trying to link my QFF account to my Accor account due to a small promotion currently going on (200 QFF points if you link) - but wasn't able to reset the password on my Accor account (the email never came). So I filled out their web form asking for it to be checked, not thinking there was any chance it would get sorted before the promotion expires tonight. But what do you know - I got a helpful and pleasant customised response from their contact centre within an hour! Not to mention they fixed the problem and caused the password reset email to be sent, which worked fine on the first try - breath of fresh air! Accor, like Qantas, is in the travel industry and must have huge amounts of travel disruptions impacting their contact centre, yet they've obviously managed to figure out how to staff it correctly in the last two years... *sigh*.

 

[MsAnne]

Wait, so they are only flying you as far as Singapore when you want to go to Milan? Wow. Good luck sorting that one...

Great, isn't it.

Were you meant to be transiting Singapore originally? I'm wondering whether they didn't ticket in time so the post-SIN flights dropped off the itinerary before it was ticketed?

That's right. It was a transit. Ironically the original ticketing was SIN/MXP. The DRW/SIN component was being added. So it seems I've lost my original flight. Been hung up on already. Waiting in the queue again.

 

[Ansett]

I hate to think what the wait time is at the moment I have had to ring the VIP Team twice in the last week and have had waiting times of between 12 and 20 minutes.

 

[aikman]

I wonder how many calls they get a day for oneworld award bookings and changes. Imagine if QF management decides to withdraw the oneworld award altogether as a way to make those phone calls disappear and free up phone agents.

 

[cjd600]

I wonder how many calls they get a day for oneworld award bookings and changes. Imagine if QF management decides to withdraw the oneworld award altogether as a way to make those phone calls disappear and free up phone agents.

Imagine if they made it so you could make changes/additions to OWAs yourself online.....

 

[Port Power]

Great, isn't it.

That's right. It was a transit. Ironically the original ticketing was SIN/MXP. The DRW/SIN component was being added. So it seems I've lost my original flight. Been hung up on already. Waiting in the queue again.

I might’ve stating the obvious, but is this perhaps that added route and you now have the journey as two separate tickets? Or is “manage my booking” showing the first booking gone and replaced by DRW-SIN?

 

[Daver6]

I hate to think what the wait time is at the moment I have had to ring the VIP Team twice in the last week and have had waiting times of between 12 and 20 minutes.

Well I tried again. 50+ minutes as a WP and I couldn't get through. Had to give up as I had a meeting.

 

[sydneyboi]

Well I tried again. 50+ minutes as a WP and I couldn't get through. Had to give up as I had a meeting.

called this morning at 11am VIP line - waited about 35 mins, issue was fixed in 5 mins, thank you again for this number!

 

[MsAnne]

I might’ve stating the obvious, but is this perhaps that added route and you now have the journey as two separate tickets? Or is “manage my booking” showing the first booking gone and replaced by DRW-SIN?

The first booking is gone. It's still the original booking number, which had 2 flights attached (SIN/HKG/MXP), now there's only one (DRW/SIN). Got hung up after an hour without answering. Back on hold now 3 hours so far.

 

[Jacques Vert]

The first booking is gone. It's still the original booking number, which had 2 flights attached (SIN/HKG/MXP), now there's only one (DRW/SIN). Got hung up after an hour without answering. Back on hold now 3 hours so far.

Do you have a friend or relative who is WP? If so, get them to call for you.

 

[pomona]

I've just booked my 8th Virgin flight in a row. The main reason for not booking Qantas is that if something goes wrong, at least I'll be able to get through to VA on the phone.

Oh my, here we go again.
Tried the "502" number, nothing after 60mins other than I have moved up the "Q" !!
Now trying the "318" number again which claimed a 2hour delay.
Had just been told by QF website that my flight, EK J class, has been cancelled. Originally booked with points on Dec 24, my Amex was debited accordingly for a 50K top up. Cannot access my EK reservation although "confirmed" & told to contact QF to get the ticket ? My reservation was only ticketed Jan 09 when I used the "318" number & spoke to a person who realised the delay in ticketing.
Thought all was "ticketi boo" after that ,but NO, QF strikes again.
Not only that I was told I would receive an official invoice for the 50K miles within 24 hours, it just arrived 6 weeks later !
Btw the points are not back in my account.
Mind you EK is by no means perfect, sent 2 emails with zero response not to mention useless local contact telephone numbers. It sure has declined since I used it in 1985 for my Middle East sojourn.
Apologies for rant, now I know how Basil felt.

 

[RichardMEL]

You must have used EK very very soon after they started operations, as it was founded in March, 1985 and first flight was 25 October, 1985.

but I digress.