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

 

[MsAnne]

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

No I don't. Five hours, and it's confirmed I don't have a flight. 167k points ( plus $345 in taxes) will only get me to Singapore. I'm being told I have to pay more for a points plus pay flight ( even when it has been their fault) but they don't know how much. I'm now on callback. I've just checked the fare they're trying to book. I might just pay cash...

 

[dylarr]

No I don't. Five hours, and it's confirmed I don't have a flight. 167k points ( plus $345 in taxes) will only get me to Singapore. I'm being told I have to pay more for a points plus pay flight ( even when it has been their fault) but they don't know how much. I'm now on callback. I've just checked the fare they're trying to book. I might just pay cash...

Did you try using one of the 3 numbers at the top of this thread here? (the correct number will put you straight through and won't prompt you to enter your frequent flyer details):

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...

www.australianfrequentflyer.com.au

This will put you through to an Auckland or Hobart based agent who should be much more capable. If they ask where you got the number from, just say you went to the airport to try fix your issue but nobody was able to assist so they gave you the number to call instead.

 

[xabialonso]

Cancelled my classic rewards booking mid Dec21, got my points back about 2 weeks later. Still no sign of cash refund as of this morning (31 Jan) so I decided to send Qantas a facebook messenger message about midday today. 3 hours later received an email saying my refund had been processed

 

[MARTINE]

Slightly OT but joined up RED Energy for new property…they really sell 100% Aus owned (Snowy Hydro) AND ‘our call centre is in Melbourne with nothing offshore’
good so far

 

[Daver6]

Did you try using one of the 3 numbers at the top of this thread here? (the correct number will put you straight through and won't prompt you to enter your frequent flyer details):

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...

www.australianfrequentflyer.com.au

This will put you through to an Auckland or Hobart based agent who should be much more capable. If they ask where you got the number from, just say you went to the airport to try fix your issue but nobody was able to assist so they gave you the number to call instead.

I think saying it puts you straight through isn't accurate. I spent almost an hour on hold today to those numbers before having to give up.

 

[dylarr]

I think saying it puts you straight through isn't accurate. I spent almost an hour on hold today to those numbers before having to give up.

Sorry I should have clarified when I said "straight through" I wasn't referring to wait times but rather making sure you use the right 1300 number. Of the 3 numbers shared in this thread, they rotate and only one will put you through to the queue without asking for FF # and PIN. If you are asked for FF # and PIN, it's the wrong number and if you continue to wait you'll just be in the regular queue and will likely be handled by Cape Town or Suva.

 

[Daver6]

Sorry I should have clarified when I said "straight through" I wasn't referring to wait times but rather making sure you use the right 1300 number. Of the 3 numbers shared in this thread, they rotate and only one will put you through to the queue without asking for FF # and PIN. If you are asked for FF # and PIN, it's the wrong number and if you continue to wait you'll just be in the regular queue and will likely be handled by Cape Town or Suva.

I was in the correct queue based on not being asked for a FF number and pin.

 

[dylarr]

I was in the correct queue based on not being asked for a FF number and pin.

Can only imagine how bad it has been for people without these numbers.

Calling as WP over the last 2 days has also been in excess of 30 minutes.

 

[Ktan89]

Just got off the phone after 2hours 30mins exactly to make changes on 1 PNR. The person I was talking to had no clue what she was doing and kept putting me on hold but surprisingly she never hanged up the phone. She kept saying she couldn't see the seats available but I was 100% certain it's not a phantom award. After 2 hours, she agrees to put her team leader on and this team leader was RUDE A F. Anyway, they were able to find the seats and she said she requested it and submitted it to ticketing.. I don't even think she did it. I tried to ask her to push the ticketing through but she said no. She asked if there was anything else they can do for me which I replied yes, I have to make another change on another PNR. She straight away replied, telling me that I have to call the reservations line again. I told her what, I have never heard of this before. She goes "yup, because you want to make another change on a different PNR you have to call back. Thank you, good bye" and hangs up on me. But she didnt hang up and put me on hold instead for another 5mins, then I hear noises and then the line disconnects.
This is complete rubbish from the Qantas Centre, they really need to monitor their staff and this is coming from a Team Leader...

 

[RichardMEL]

I reckon that warrants a complaint letter of communication of some sort (something to HQ). that makes NO sense. why use the robotic line of "anything else I can do for you?"(or variation) only to shoot you down when you actually say yes. That makes no sense either. You're on the line after hours of waiting and they expect you to go through that all again? that is lazy and rude and definitely not customer service in my book. wow. that is stunningly bad.

 

[Guvner]

I agree, that's completely unacceptable by any standard. I'd send a complaint letter with the PNR and the date/time/duration of the call, they would be able to see who accessed/amended the booking.

 

[gidxg03]

I need to make a flight change on a RTW award flight. Called the 1300 number and got through in about 30 mins. Agent asked was I at the airport and when I said no he asked where I got the number. Basically told me to piss off and call the 131131 number and refused to help me. I'm currently on hold (131131) for 1 hr 22 mins. Qantas really are one of the worst companies I have ever had the displeasure to deal with.

Any point in sending me request for a flight change through messenger or email?

 

[serfty]

She asked if there was anything else they can do for me which I replied yes, I have to make another change on another PNR. She straight away replied, telling me that I have to call the reservations line again. I told her what, I have never heard of this before. She goes "yup, because you want to make another change on a different PNR you have to call back. Thank you, good bye" and hangs up on me. But she didnt hang up and put me on hold instead for another 5mins, then I hear noises and then the line disconnects.

C'mon, you can't have their KPIs being stuffed by killing two birds with the one call.

 

[TheInsider]

I need to make a flight change on a RTW award flight. Called the 1300 number and got through in about 30 mins. Agent asked was I at the airport and when I said no he asked where I got the number. Basically told me to piss off and call the 131131 number and refused to help me. I'm currently on hold (131131) for 1 hr 22 mins. Qantas really are one of the worst companies I have ever had the displeasure to deal with.

Any point in sending me request for a flight change through messenger or email?

Or you call up again and say you are at the airport...

 

[gidxg03]

Or you call up again and say you are at the airport...

I’m still on hold… 3 hrs 15mins… can’t bring myself to hang up but I’m just waiting the the call to drop/them to hang up when it’s eventually answered. At this rate I could have driven to and from the airport to make the call.

 

[TheInsider]

I’m still on hold… 3 hrs 15mins… can’t bring myself to hang up but I’m just waiting the the call to drop/them to hang up when it’s eventually answered. At this rate I could have driven to and from the airport to make the call.

Save your self the hassle of the South Africa call centre and just hang up and call that other number. Say you drove to the airport, whatever one you want, and complete the transaction.

 

[Must...Fly!]

Again the problem here is of Qantas' own making, fobbing you off because you had the audacity to call a number that would be answered by someone who could actually assist with your problem. Remember it's your money that you are giving them...

 

[gidxg03]

Save your self the hassle of the South Africa call centre and just hang up and call that other number. Say you drove to the airport, whatever one you want, and complete the transaction.

I should have listened to you! Spent 4 hours on hold. Answer by South African call centre - agent had no clue so put my hold and then hung up. Called 1300 number again this morning - answered by a great agent and everything resolved all within 15 mins. I'm never calling the other number again. The 1300 number is how customer service should be operated.

 

[Ktan89]

I reckon that warrants a complaint letter of communication of some sort (something to HQ). that makes NO sense. why use the robotic line of "anything else I can do for you?"(or variation) only to shoot you down when you actually say yes. That makes no sense either. You're on the line after hours of waiting and they expect you to go through that all again? that is lazy and rude and definitely not customer service in my book. wow. that is stunningly bad.

So bloody robotic. The fact that she was the team leader is appalling. I was not being rude to her at all but she was very blunt when she got on the phone with me, no sympathy, energy or anything, just sounds like she hates her job and asked me to confirm all the flight details/dates etc.
Why go for this position when you don't even like the job? she is just wasting a position there. There could be other reps who are working hard, bubbly and loves their job who would want this position.

I agree, that's completely unacceptable by any standard. I'd send a complaint letter with the PNR and the date/time/duration of the call, they would be able to see who accessed/amended the booking.

I think I will. Do you know what is the best way to do this? Where do you send complaints or just put it on their social media?

I go through the standard 13 13 13 number to reach them too. I plan accordingly knowing that the wait time is roughly 2hours. While I was on the phone with the original rep and she kept putting me on hold with no result, I had already started another 13 13 13 call on my work phone to get on the queue. about 30min after being hung up on by the Team Leader, I got on the line with a Fijian Lady at the Suva call center. She was very friendly, asked each other how our days were, I told her I'm ok besides being hung up on early and she laughed and apologized for it. She couldn't say much about her thoughts on it but her tone sounded like she knew exactly what feedback has been like with their other office location - I'm sure it is not the first time they've heard the horror stories.
Anyway, she managed to get approval from her team leader to have my PNR ticketed straight way for me while I was on the phone and while she was doing this (being on hold with ticketing) she even multi-tasked and started helping me with my other enquiry/PNR.

 

[Daver6]

Tried the 1300 number this morning and through in under 5 minutes. No push back for using the number and issue dealt with (well hopefully). At the end I was politely asked if I was at the airport as it showed up as an airport number. I responded saying that I'd not been able to get through on the usual number and happened to be near the airport and was given the number. I went on to say I'd had wait times of over an hour in the last week. I was informed this was a known issue in the last week and they're trying to figure out what's going on as a WP should never have to wait so long.