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

 

[RichardMEL]

Hopefully the agents are reporting back via their management that this is going on and the feedback as to why and they really will do something rather than blame customers trying to get resolution to problems.

 

[TomVexille]

Hopefully the agents are reporting back via their management that this is going on and the feedback as to why and they really will do something rather than blame customers trying to get resolution to problems.

Ha! From the company that brought you Enhancements, Mini First Class, and "due to customer feedback"

 

[Pushka]

Bit the bullet today and called as WP but on the usual number. Answered in about five minutes although none of the options made sense (trying to find out where award cancellation $ were). Was told they were taking 8 weeks, which I understood but I'd received a refund for a third flight within 3 weeks cancelled at the same. He's gone off to investigate. Been on hold for 25 mins now. Damn. Just disconnected. He just called back. UK queue apparently faster than Aus queue. Sigh. He did say they were having phone issues today, then he laughed and said, actually, it's been a while now.

 

[timbervolt]

I'm a lowly Silver QFF. I tried twice to change my flights online but it said I'm not allowed to. Called Q call centre and on hold for 30min before I had to do something else. Tried again but as I was expecting a long wait on hold, I placed the call before driving home, took a shower, had my dinner all while on speakerphone. The lady in Cape Town answered after 90min, I asked for the flights to be postponed, she put me on hold to check for availability and I was cut off! Total time 1hr 47min.
Tried the three 1300 numbers but the 502 and 318 number went to asking for the FF number and the 134 number went to voicemail. So I'm back on the call centre again. This time, I am waiting for call back.

 

[gidxg03]

I'm a lowly Silver QFF. I tried twice to change my flights online but it said I'm not allowed to. Called Q call centre and on hold for 30min before I had to do something else. Tried again but as I was expecting a long wait on hold, I placed the call before driving home, took a shower, had my dinner all while on speakerphone. The lady in Cape Town answered after 90min, I asked for the flights to be postponed, she put me on hold to check for availability and I was cut off! Total time 1hr 47min.
Tried the three 1300 numbers but the 502 and 318 number went to asking for the FF number and the 134 number went to voicemail. So I'm back on the call centre again. This time, I am waiting for call back.

Call 1300 659 134. This worked for me this afternoon. Tell them you were given this number at the airport as you drove in to try and speak to someone at the ticket desk.

 

[RichardMEL]

I'm a lowly Silver QFF. I tried twice to change my flights online but it said I'm not allowed to. Called Q call centre and on hold for 30min before I had to do something else. Tried again but as I was expecting a long wait on hold, I placed the call before driving home, took a shower, had my dinner all while on speakerphone. The lady in Cape Town answered after 90min, I asked for the flights to be postponed, she put me on hold to check for availability and I was cut off! Total time 1hr 47min.
Tried the three 1300 numbers but the 502 and 318 number went to asking for the FF number and the 134 number went to voicemail. So I'm back on the call centre again. This time, I am waiting for call back.

I'm kind of glad they didn't answer while you were in the shower to be honest!!! though your story says it all doesn't it?

 

[timbervolt]

Call 1300 659 134. This worked for me this afternoon. Tell them you were given this number at the airport as you drove in to try and speak to someone at the ticket desk.

I did. It went to voicemail.

 

[timbervolt]

I tried again at 18:55. This time I got call back which it did 10min later. I was on the phone with the agent and fortunately, the same agent. Get this, the cost of my original ticket was $367 and to change it to 2 weeks later needed an additional $471 as fare difference! So I asked for it to be cancelled and I could get one leg back as a flight credit. The other was not refundable. I asked her to look into another issue with flight credits and she had to put me on hold while she reads the history of this flight credit. I was cut off while on hold! I looked back and noticed that both calls today, I was cut off after 1h47min on the call. Coincidence? While I was on hold, I got a call from an unknown Sydney number that I found out was Qantas call centre calling me, probably the agent who put me on hold. The reason for the long call was she was on hold with another department.

I called back a 3rd time today at 22:25 and was on hold for 5min. This agent had to contact other department and said he'll call me back tomorrow morning. Here's hoping.

 

[Captain Halliday]

Datapoint:

Day of week	Friday
Time of call	1100AEST
Number used	General number
Status	WP
Hold time	18 min
Call Centre (if known)	HBA WFH
Matter resolved	Yes
Details	WP request I3 > U from two days ago came back declined. Request for another date declined instantly.

 

[jpp42]

The reason for the long call was she was on hold with another department.

This is also pretty ludicrous and a pretty poor use of resources. If they can't even staff the internal departments that the call centres rely on properly, it just snowballs out of control as this agent is now also unproductive (unless they can somehow work on other requests in parallel).

 

[AussieDisneyFan]

I called 1300 659 134 at 7.30am this morning and was on hold about 40m. A competent person who was able to help with my booking and fingers crossed the changes go through.

I did get asked where I got the number from. I said somebody gave it too me after being on hold for 5+ hours and then having staff without a clue not providing assistance.

 

[ffflyer11]

4 hours of wait and I found this forum...hopefully I can try one of the numbers.

Qantas are becoming the worst airline to deal with now.

 

[Port Power]

4 hours of wait and I found this forum...hopefully I can try one of the numbers.

Qantas are becoming the worst airline to deal with now.

Now that you have joined us, stay and learn more. Good luck with your inquiry.

 

[Spacetravel]

Day of week	Friday
Time of call	1900AEST
Number used	General number 13 13 13
Status	Gold
Hold time	Call back offered, returned 2 hours later
Call Centre (if known)	Cape Town
Matter resolved	No
Details	Had a OWA to update, the agent got me when I was in an awkward position and it took me a minute to get to my computer. Could tell immediately they weren't happy about this. I had 3 changes to make to the booking, 1st change was ok, when I got to the 2nd change the agent started to become rude and frustrated. Told me "you have already called and made a change previously, why do you need to make another one?" After the lecture while I was going through the next flight to change they hung up on me.

 

[dylarr]

Had a OWA to update, the agent got me when I was in an awkward position and it took me a minute to get to my computer. Could tell immediately they weren't happy about this. I had 3 changes to make to the booking, 1st change was ok, when I got to the 2nd change the agent started to become rude and frustrated. Told me "you have already called and made a change previously, why do you need to make another one?" After the lecture while I was going through the next flight to change they hung up on me.

Seriously. The Cape Town agents are beyond pathetic. This is atrocious.

 

[Spacetravel]

Seriously. The Cape Town agents are beyond pathetic. This is atrocious.

I know, its so frustrating! The reason I had 3 changes to make this time is because cape town "dropped out" during my last call a week earlier.

I forgot to add because we didn't complete all the changes my first change wasn't locked in again either. So the call was a total waste of time. I'm going to attempt a 7am call midweek to get Hobart or Auckland. I know we have the priority number in the thread but I feel bad/ don't want to take it away from other people who need it more than me just to use it for an OWA that is fairly far out still. I certainly have the priority numbers saved though so if I ever need to urgently get through its my first call.

Can't wait until I finally reach Platinum (please no more pandemic, just let me travel!) so I can "hopefully" get through with less headache. Ironic, I know - spend MORE money due to their poor service just so I can get slightly better service.

 

[Must...Fly!]

I forgot to add because we didn't complete all the changes my first change wasn't locked in again either. So the call was a total waste of time. I'm going to attempt a 7am call midweek to get Hobart or Auckland. I know we have the priority number in the thread but I feel bad/ don't want to take it away from other people who need it more than me just to use it for an OWA that is fairly far out still. I certainly have the priority numbers saved though so if I ever need to urgently get through its my first call.

Just use it. Absolutely everyone should use the priority number, then they might actually do something about the pathetic service offered by the standard method of contact.

 

[bam71]

Slightly off topic, but we cancelled two points trips back in December. No refund yet for either, just a tad over 100K points waiting to be refunded. How long should I wait before tacking the call Centre wait times? Just a lowly bronze here…

 

[Blackadder]

Slightly off topic, but we cancelled two points trips back in December. No refund yet for either, just a tad over 100K points waiting to be refunded. How long should I wait before tacking the call Centre wait times? Just a lowly bronze here…

Have heard reports of around 8 weeks.

 

[Oubline]

Slightly off topic, but we cancelled two points trips back in December. No refund yet for either, just a tad over 100K points waiting to be refunded. How long should I wait before tacking the call Centre wait times? Just a lowly bronze here…

I got a tip on here a while ago to email [email protected] and ask them to refund the points. They did it a few days later and replied to me confirming. Doesn’t help with the money part of the refund but better than nothing and saves a call to the contact centre.