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

 

[MARTINE]

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...

I give them nothing anymore ..

 

[MooTime]

Called the 1300 number, thru in no time.
I was asked which number I called, not where I got it from.
She helped in a way of looking for availability for my change request, but said she can't make the change cos the number I called, she wasn't able to make the change. Yet she asked me earlier what number I used, hmm.
Told me call the 131313 number.
My goodness a very very simple change of flight 1 day to 2 days later, couldn't be made online, 1300 not able to make the change & had to wait 1hr 45mins instead. And my goodness wasn't that an episode of Benny Hill / Manuel from faulty towers solving my change.

It's just such a hopeless situation.

Enough is enough, I refuse to use QF anymore, not sure how I'll use my 400k points, but I'll stick with all other carriers, making a change takes longer than my actual flight time domestically, how can that be acceptable.

 

[Must...Fly!]

I give them nothing anymore ..

Neither. Inflight is fine, lounges fine, service otherwise is shocking. Matched to Gold from VA, happy to stay with them. Service is light years ahead.

 

[Ansett]

I just rang MH for some flight changes and was through on there standard published number in under 15 seconds as a comparison. Changes made and call completed in under 3 minutes.

 

[jase05]

I just rang MH for some flight changes and was through on there standard published number in under 15 seconds as a comparison. Changes made and call completed in under 3 minutes.

I’ve found MH to be one of the better ones to deal with in the past but everyone has different experiences

 

[N860CR]

Neither. Inflight is fine, lounges fine, service otherwise is shocking. Matched to Gold from VA, happy to stay with them. Service is light years ahead.

TBH, I'm not sure I'd even say inflight is "fine". I've just flown them SYD-JNB in J and the crew are back to being disinterested and lacking in any real desire to provide a decent level of service. The non-stop is convenient in the current climate, but I'll be switching back to SQ for the next trip. Even with the connection, it's worth it.

 

[RAM]

The CEO of BA sent a message to all frequent flyer members recently apologising for their Call Centre response times, and promising that new phone systems are being installed and more staff are being recruited and trained. Perhaps a message from Qantas would be in order to let us know that they've been listening and appreciate that current performance is not acceptable, and even better if they have actions underway to resolve the problem.

You mean along the lines of:

Dear customer,

At Qantas we are always looking at ways to enhance our offerings (remuneration for senior execs & board members). I am pleased to announced that we are streamlining our customer communciation process & from 15 Feb 2022 customers will no longer have to wait on the telephone to be answered.

Qantas has invested heavily in new technology (to boost remuneration packages for the Top 20 Execs) & will no longer communicate with customers by telephone. Instead our advanced systems will ensure that everything is enhanced and no issues arise in future. Using the latest in artifical intelligence (The Top 20 senior execs) we will ensure that our systems maximise the outcomes for all. In the event of flight changes or cancellations then you will automatically be placed in an enhanced situation.

Due to this streamlining of the Qantas Customer Experience we will sadly be closing down all our call centres but the silver lining is that most job losses are overseas.

Looking forward to seeing you onboard in the near future.....

 

[MARTINE]

Called the 1300 number, thru in no time.
I was asked which number I called, not where I got it from.
She helped in a way of looking for availability for my change request, but said she can't make the change cos the number I called, she wasn't able to make the change. Yet she asked me earlier what number I used, hmm.
Told me call the 131313 number.
My goodness a very very simple change of flight 1 day to 2 days later, couldn't be made online, 1300 not able to make the change & had to wait 1hr 45mins instead. And my goodness wasn't that an episode of Benny Hill / Manuel from faulty towers solving my change.

It's just such a hopeless situation.

Enough is enough, I refuse to use QF anymore, not sure how I'll use my 400k points, but I'll stick with all other carriers, making a change takes longer than my actual flight time domestically, how can that be acceptable.

I’ve just joined an energy provider and will be given QF points - told her I don’t fly that airline. I’ll use them for gift cards

 

[MARTINE]

TBH, I'm not sure I'd even say inflight is "fine". I've just flown them SYD-JNB in J and the crew are back to being disinterested and lacking in any real desire to provide a decent level of service. The non-stop is convenient in the current climate, but I'll be switching back to SQ for the next trip. Even with the connection, it's worth it.

Give me SQ anytime - fantastic service /Changi is so easy to navigate / I’d pay much more with them to avoid QF

Post automatically merged: Feb 2, 2022

You mean along the lines of:

Dear customer,

At Qantas we are always looking at ways to enhance our offerings (remuneration for senior execs & board members). I am pleased to announced that we are streamlining our customer communciation process & from 15 Feb 2022 customers will no longer have to wait on the telephone to be answered.

Qantas has invested heavily in new technology (to boost remuneration packages for the Top 20 Execs) & will no longer communicate with customers by telephone. Instead our advanced systems will ensure that everything is enhanced and no issues arise in future. Using the latest in artifical intelligence (The Top 20 senior execs) we will ensure that our systems maximise the outcomes for all. In the event of flight changes or cancellations then you will automatically be placed in an enhanced situation.

Due to this streamlining of the Qantas Customer Experience we will sadly be closing down all our call centres but the silver lining is that most job losses are overseas.

Looking forward to seeing you onboard in the near future.....

… and thank you sooooo muuuuch.
You’ve made me laugh

 

[Captain Halliday]

It’s slightly ironic that by refusing service to people who call the “wrong” number that wait times are actually being made longer.

I note also that the “wrong” numbers are now on OB.

All good things come to an end, especially when they turn up there.

 

[Daver6]

It’s slightly ironic that by refusing service to people who call the “wrong” number that wait times are actually being made longer.

I note also that the “wrong” numbers are now on OB.

All good things come to an end, especially when they turn up there.

If QF really wanted to know how people are getting the number, they only need to put the number into Google and look at the first result.

 

[Captain Halliday]

If QF really wanted to know how people are getting the number, they only need to put the number into Google and look at the first result.

That what I did to discover the OB post.

 

[N860CR]

Give me SQ anytime - fantastic service /Changi is so easy to navigate / I’d pay much more with them to avoid QF

Agreed. The only reason I ended up with QF was because of Singapore’s temporary suspension of transits from Southern Africa (which has now fortunately been dropped). This is the second long haul I’ve done with qantas since November and it was just so ordinary. I heard two of the crew remarking that it was their “first trip back” however still had zero interest and we’re doing the eye-rolling when people had the nerve to ask for some service (on their $8k business class product!)

 

[Ade]

Called QF twice today as QF Platinum

1st call - around 3 PM CBR time - spoke to an agent in under 4 mins
2nd call - around 8:30 PM CBR time - spoke to an agent in under 10 mins

 

[wenglock.mok]

TBH, I'm not sure I'd even say inflight is "fine". I've just flown them SYD-JNB in J and the crew are back to being disinterested and lacking in any real desire to provide a decent level of service. The non-stop is convenient in the current climate, but I'll be switching back to SQ for the next trip. Even with the connection, it's worth it.

Not really relevant to this post but I foresee this is going to be expected on international flights until the EA issue is resolved.

 

[Captain Halliday]

Datapoint:

Day of week	Wednesday
Time of call	2000AEST
Number used	General number
Status	WP
Hold time	55 min
Call Centre (if known)	AKL
Matter resolved	No
Details	WP request I3 > U. Request submitted to droid. Advised it could take 48hrs.

 

[RichardMEL]

I feel so infuriated for everyone dealing with this nonsense. Luckily I have not had to call for awhile (knock on wood) and when I have as P1 I get through with no delay on usual number. So yes I am very spoilt in that regard and I am well aware this is not the norm for 99% of QF customers. I find it appalling the experiences related here. So called supervisors/TL's being so rude (and we know why they are in the job still - it would pay a bit more of course). I get agents are burnt out, and I also am well aware that they probably cop a LOT of unwarranted grief from a lot of very frustrated punters (even from just waiting for so long, let alone flight cancels, or changes, or whatever stupid reasons that have forced the call). I imagine some customers may really take it out on the agents (not anyone here, I am sure)...

As others have well pointed out QF have created this and while I understand push back on the 1300 ("airport only") number in theory because this is supposed to be used for those "I'm stuck and there are no service desks" issues - telling off the customer for using it is absolutely the WRONG way to handle it. I mean you know I reckon if I was in a situation where I used it for an issue at the airport and saved it in my phone, I'd probably reasonably call it for other things too.. and then to be told off for calling it? No QF... they're missing the point.

It really disappoints me honestly because the attitude QF seems to be showing is so dismissive and arrogant because they know many people will stick with them due to a huge market share,"loyalty" etc. And yes, as a P1 obviously I am well and truly part of that ecosystem, but pre covid I was definitely going international on numbers of other carriers like SQ, MH, EK and UA and was looking at QR when covid it.. and that's just me. Others here as above have made the choice to abandon QF, and I fully understand why and have no issue with it.

Seems they need a reminder that the customer is at the core of their business and while in general front line staff are pretty good (except it seems some surly and ridiculous call centre TL's) and there are many good people in the airline, the message I get from the way the call centre ongoing issues are seemingly being handled are not ones that says they care about this aspect of the operation. It's like "We have your money so......" because probably most interactions with the cell centre are due to existing bookings, or to use points (which they already have income from) etc.. and I find that hugely frustrating.

It's funny or sad that when even Telstra seem to have finally, after many years, seen the light and at least are advertising changes to call taking (I have not called them for years mind you) that seem to really acknowledge the frustrations so many have had.

QF need to take note,, and seriously and really examine what is going on - with the long wait times, the poor performance of many offshore agents who seem to find simple things difficult (training!) and/or call disconnections and so on. Yes, it will cost $$$$ and I know $$$$ are not what the mob is flush with, but one follows the other in a way, if they actually spend more on customer service aspects they'd find people would be more willing to stick with them due to good experiences. I mean this seems pretty basic.

I also realise fixing this is not a simple thing.. there are multiple issues going on and they have contracts with providers and all, but it seems the way things are going that there is real alienation going on.

and again I know I have it good as a P1 relative to most others but that doesn't mean I don't recognise the failings being endlessly repeated per experiences in this thread, the comments in the media, letters to the editor and just from regular people voicing frustrations.

I really, REALLY hope somehow that senior management at QF actually work to acknowledge these issues as a start and actively work to improve all aspects as soon as possible. Not holding my breath unfortunately.

I seriously feel for everyone having to deal with these frustrations on an ongoing basis.

 

[Gold Member]

It seems Qantas has rotated the numbers again. I tried 502 this morning but it reverted to 'Please enter your QFF number'. I then tried 134 and this answered by putting me straight into the queue. Can someone else verify? We might need to update the wiki active number if so.

 

[gidxg03]

It seems Qantas has rotated the numbers again. I tried 502 this morning but it reverted to 'Please enter your QFF number'. I then tried 134 and this answered by putting me straight into the queue. Can someone else verify? We might need to update the wiki active number if so.

I had to call as well this morning and can confirm the number is routing to the 131131 number. Automated message said wait time was 1-2 hours (less than normal!) and I was offered a call back option which I took. Will have to see if I get a call back and pray it's not the South African call centre!

 

[gidxg03]

I tried a previous number listed above which was scored out and it worked. Straight through and requested sorted very quickly. She asked me where did I get the number and was I at the airport - I gave a serve (in a nice way) about the 131131 call centre number of their incompetent colleagues in South Africa which she agreed with and said the issue was being looked at. Number which was scored out above that I called was 1300 659 134.