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

 

[PineappleSkip]

Im still in awe

Mee too. I have had a number of mixed revenue/award bookings in the past and they've tended to end in tears.

Cheers skip

 

[bussyboy]

Day of week	Tues
Time of call	22:10 AEDT
Number used	1800253234 [The "flight bookings" contact number in the Qantas App]
Status	Bronze
Hold time	95 minutes
Call Centre (if known)
Matter resolved	No, will try Facebook/messenger overnight for resolution...
Details	Said hi, introduced myself, provided the booking reference number when the agent asked, then call was promptly ended... no call back.​

 

[encryptededdy]

Sorry to hear about the cancellation. I guess JAL reckon there is no chance the government will open up to tourism in time for the cherry blossoms

As a bit of an off-topic follow up to this, I managed to book a trip to Tokyo for June (JAL out, QF in) in J Classic Rewards using the points refunded from this. Unfortunately I'm now out both the taxes and fees for this trip and for the previous cancelled trip that have yet to be refunded. Not a big deal, but as @sudoer suggested had I been ready with this new itinerary when I called up I probably would've been able to make this change without having to wait for the refund.

 

[DrAndyC]

My mixed revenue has now gone to a AY J HEL into Narita / out JL J Haneda to SYD for May. Ergghhhhh,,... don't even know if tourists will be allowed into the country let alone "transit" airports via entering Japan............ never a mixed revenue again (at least in covid times)!

 

[renatts]

My mixed revenue has now gone to a AY J HEL into Narita / out JL J Haneda to SYD for May. Ergghhhhh,,... don't even know if tourists will be allowed into the country let alone "transit" airports via entering Japan............ never a mixed revenue again (at least in covid times)!

They’re definitely not currently allowed to transfer. Maybe in May some sense will take hold

 

[kingzac]

Day of week	Thurs
Time of call	1115 AEST
Number used	1300 659 115 - Went to "Your flight has changed" line
Status	Gold
Hold time	10 minutes
Call Centre (if known)	Philippines
Matter resolved	No
Details	Confirmed flight changes, advised needed new routing for OW reward, started searching for flights which was quite complex, call ended and went to survey

Called back and got straight through, gave booking number and got hung up on straight away, wonder if it looked too complex.

 

[DrAndyC]

Day of week	Thurs
Time of call	1137 AEST
Number used	131211
Status	Platinum
Hold time	27 minutes
Call Centre (if known)	HBA
Matter resolved	Yes
Details	Changed mixed fare J return flight HEL-SYD-HEL to all full paid sectors. (HEL-SYD award had been routed with a transit Tokyo Narita - Tokyo Haneda which is impossible re: Japan COVID entry). Changed in about 10 minutes with several brief 3 minute holds whilst they calculated fare. Ticketed 3 minutes post call.

 

[redwoodw]

Day of week	Thurs
Time of call	1258 AEST
Number used	1300 659 115
Status	Bronze
Hold time	3 minutes
Call Centre (if known)	Sounds like Fiji
Matter resolved	No
Details	Had to re-route myself as Finnair cancelled their HND flights and rebooked on NRT which isn't a legal connection atm. Agent offered to book on Emirates instead, saying they've found business seats on there... Reconfirmed it's business.... turns out it's U in emirates, which is economy . Back to square one I suppose

 

[DrAndyC]

I have given up on my award with that JAL sector since it has been changed twice now to nonsensical stuff… although perhaps if I’d waited I could’ve been routed to the moon!

 

[There'sOnlyOneJimmy]

I have given up on my award with that JAL sector since it has been changed twice now to nonsensical stuff… although perhaps if I’d waited I could’ve been routed to the moon!

You’ve been rooted alright…

 

[Oubline]

My mixed revenue has now gone to a AY J HEL into Narita / out JL J Haneda to SYD for May. Ergghhhhh,,... don't even know if tourists will be allowed into the country let alone "transit" airports via entering Japan............ never a mixed revenue again (at least in covid times)!

Yes, unfortunately AY seems to have delayed the launch of their flights to HND, overnight. So it’s only NRT that they fly to right now. Combined with the fact that JL is only flying to Australia from HND in April and May, a JL-AY connection can’t currently work for those months.

 

[djkelly69]

Anyone without Plat status managed to get through to Hobart or Auckland in the last week or so? If so could you share exactly how?

I can only manage to talk to SA or Fiji after approx 10 hours of calls in the last 4 days.

The issue I am having is that they can't see some award flights available to members with Gold status and repeatedly insist there is no availability/no issue with them not being able to see the flights (to the point where I went ahead and booked the flights I want to add to my OWA myself separately).

 

[Scr77]

Anyone without Plat status managed to get through to Hobart or Auckland in the last week or so? If so could you share exactly how?

I can only manage to talk to SA or Fiji after approx 10 hours of calls in the last 4 days.

The issue I am having is that they can't see award flights available to members with Gold status and repeatedly insist there is no availability/no issue with them not being able to see the flights (to the point where I went ahead and booked the flights I want to add to my OWA myself separately).

NB here. In the past, if I called enough times I could eventually get a local agent. For the last month, no matter how many times I call, it always goes to uselessville.

 

[encryptededdy]

Yep, even after a flight cancellation, calling the number in the email, and getting the whole "thanks for calling in regards to your recent flight change" automated message, I seem to get Fiji.

 

[Ktan89]

Having the same issues here. Always getting through to Cape Town now. They can't see anything and their best advise is "how about I cancel this ticket and have the points refunded so you can book it online". Umm NO, do not cancel my booking!

 

[Danger]

Coming on four months for me since I contacted this address. Other than the auto reply with a reference number, donuts.

I will at the four month mark. The longer Qantas takes, the worse it looks, in my opinion. I suspect I'm only going to be told 'We're experiencing an unprecedented number yada, yada, yada ...'

I waited until the four month mark and called. As it was a FF query, the call was answered in the Philippines. I gave the agent the reference number in the automated email and he said he couldn't help so transferred me ... to South Africa. This agent also couldn't help but put me on hold to transfer me to someone who could (sure, sure). To her credit, she repeatedly came back to the call every five or so minutes to say she was still on hold and trying to get through. After about 40 minutes of that, I said I'd spent enough time on the phone and asked that she arrange someone to call me. More than a week later, absolutely donuts.

 

[ozgod]

Had a partner flight cancelled today (April, Sydney to Tokyo, JL52, Classic Reward in Business). Got an email from Qantas to use the website or call 1300 659 115 to resolve this.

Of course the website was no help (in fact, the Change button was disabled) and didn't offer any alternatives, so I took a quick look at the alternatives available and got on the phone. Qantas has a flight available on the same day on the same route, so I wanted to book onto that flight. However, there were no Classic Reward seats available on that flight.

This is the thing I don't get, why is this Change button disabled all of a sudden. Previously you could change all your flights online and it took like 5 mins, now you have to go through the whole rigmarole of finding 1300 numbers to call because their 13 13 13 main line is hopeless and tells you to stop calling them, then you get told off for trying to use initiative to reduce your wait time, and waste hours of waiting and calling back for something that previously could have been done online.

What has changed that we can no longer make changes online? If I recall correctly there have always been different fare classes and codeshared flights, all could be changed online unless it was a really complex booking. It's pretty rich to say "please don't call us, just change your booking online" in their hold message, then when you go online you can't and it tells you to call the number that told you to go change it online to begin with?

 

[aikman]

Sounds like connections to Hobart and Auckland are becoming rare. Hope they are not being phased out.

 

[N860CR]

Argh... simple QF award JNB-SYD booked about 2 weeks ago and still hasn't ticketed. Qantas flight. Booked via Qantas.com. But that would be too simple.

90 minutes on hold now. Nice to get the little "we expect you to be respectful to our staff when they eventually pick up the phone" lecture every 15 minutes. Really not sure where this consumer blaming thing came from.

 

[N860CR]

Argh... simple QF award JNB-SYD booked about 2 weeks ago and still hasn't ticketed. Qantas flight. Booked via Qantas.com. But that would be too simple.

90 minutes on hold now. Nice to get the little "we expect you to be respectful to our staff when they eventually pick up the phone" lecture every 15 minutes. Really not sure where this consumer blaming thing came from.

Got through to someone at 3 hours (CPT). "Oh the card shows an error". This is despite the charge showing as a pre-auth. Put me on hold when I gave him the card number to do it again. Came back after 15 minutes and said there was another error.. he wrote the number down wrong . Fixed that up and was told it would be issued in a few hours. 50 minutes from call pickup this point. Time shall tell!