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

 

[sudoer]

What time is best to call to get through to Hobart?

7am.

 

[There'sOnlyOneJimmy]

What time is best to call to get through to Hobart?

Just after you reach Platinum status…

 

[justinbrett]

What would you expect them to put on Twitter? A listing of every cancelled flight, and then a list of delayed flights and new times? That's not what Twitter is for (let alone the comparatively small proportion of people who use it). If they had put something on Twitter, it would have been simply the "check the flight status page on our website" message. It's the website that should be the go-to resource in this situation.

I was referring to the DM or public reply functions on twitter that airlines like AA are very good at using. You can get booking issues solved / questions answered very easily using this.

As for few people using twitter - they're usually distributed much wider via news organisations (just look at any news website, half their content is reporting on tweets).

If you had a problem with a booking due to the Brisbane floods you had no option other than to wait it out on the phone.

 

[Captain Halliday]

What time is best to call to get through to Hobart?

August 2013

 

[RichardMEL]

August 2013

Weren't they still in BNE then?

 

[Daver6]

What time is best to call to get through to Hobart?

Some time during 2012 probably.

 

[alexczarn]

tad strange question, how long after cancelling a flight with QF's call centre are you likely to receive a cancellation confirmation email?

 

[serfty]

tad strange question, how long after cancelling a flight with QF's call centre are you likely to receive a cancellation confirmation email?

The question is not strange.

What happens if you try to look up the booking using its PNR?

 

[Daver6]

tad strange question, how long after cancelling a flight with QF's call centre are you likely to receive a cancellation confirmation email?

The fact you need to ask it tells you how broken QF is. In my experience you don't receive one at all. You might if you're luck get a notification when they return your money though.

 

[alexczarn]

The question is not strange.

What happens if you try to look up the booking using its PNR?

Booking still exists, albeit with Change/Cancel greyed out(the original reason why I had to ring to cancel instead of doing it online)

The fact you need to ask it tells you how broken QF is. In my experience you don't receive one at all. You might if you're luck get a notification when they return your money though.

...well that's great...

Disappointing how my experiences cancelling with JQ/VA have been so much better over the years

 

[Port Power]

QF's booking site is on the blink again, so I rang. This time through Business Rewards to see if that made a difference. Definitely did. Answered in 2-3 minutes. No entering of FF number, domestic or international, etc. Fiji call centre. The lady was polite, very helpful and really seemed to know what she was doing. While actually ticketing, however, the call disconnected. I waited a few minutes and called back. (Meanwhile she did ring me back and left a non-message: 3 minutes of nothing; perhaps she thought the call hadn't been answered.) Anyway, the next guy (still Fiji) was disinterested. When I explained what had happened, he found the booking and took my card details for payment. A very long wait so I spoke a couple of times to make sure he was still there. Finally processed and I did receive an E-ticket a few minutes later. So two very different staff members.

The point, however, was the very short waiting time.

 

[dylarr]

Day of week	Tuesday
Time of call	2300 AEDT
Number used	13 13 13
Status	Platinum
Hold time	Quoted 30-60 minutes (no callback offered), on hold for 50 minutes
Call Centre (if known)	AKL (I think)
Matter resolved	Pretty much
Details	Called to request release of Classic Reward seat. Request submitted, droid didn't give an immediate response. Provided with PNR and advised to call back in the morning if I notice it has moved to confirmed for payment of taxes and fees. Edit: Droid has just confirmed my request about 10 mins after ending the call. Will call back in the morning to fix up the taxes and fees.

Day of week	Wednesday
Time of call	0030 AEDT
Number used	13 13 13
Status	Platinum
Hold time	Not quoted any estimated time (no callback offered), on hold for 35 minutes
Call Centre (if known)	Unsure
Matter resolved	Yes
Details	Called to arrange payment of points, fees and charges for above Classic Reward seat release request. Payment processed and ticket issued.

 

[jakeseven7]

All call centres are woeful at the moment still - Looks like the Virgin call centre slept in… still has the ‘we are closed’ message on. Too bad if you have something urgent to sort out this morning…

 

[MooTime]

All call centres are woeful at the moment still - Looks like the Virgin call centre slept in… still has the ‘we are closed’ message on. Too bad if you have something urgent to sort out this morning…

C'mon mate, this is a heavily posted QF call centre poor experience site.

Please re: VA, they don't have any wait times like QF or inability to resolve issues.

 

[Scr77]

1300 659 115 currently has no wait time but goes to Uselessville.

 

[Leroy]

13 13 13, On hold for 3 hours to find out why 3 separate rewards flights had been cancelled (booked for myself and family to Denpasar departing both Melbourne and Sydney, Both to and from had been cancelled).

Told that there were no available flights for any leg within a week of when we booked and to check the website. Absolutely useless.

What's the bet within a week all these flights are 'opened' an hour out of their original times to take advantage of the Easter Break / No quarantine in Bali post March 14?

So frustrating.

 

[monkey619]

Attempt no 4 to fix my issues. 1 hour hold. Got through to a lady at Fiji who sounds like she knows what she is doing. She started the fix and put me on hold while she was on hold to ticketing. Her system shut down and she said she will need to call me back after she speaks to the other departments. So far spent over 6 hours on the phone with people not including waiting time only to have my issue still not be fixed.

 

[monkey619]

Attempt no 4 to fix my issues. 1 hour hold. Got through to a lady at Fiji who sounds like she knows what she is doing. She started the fix and put me on hold while she was on hold to ticketing. Her system shut down and she said she will need to call me back after she speaks to the other departments. So far spent over 6 hours on the phone with people not including waiting time only to have my issue still not be fixed.

Hallelujah. I got a call back 2 hours later. Flight has been ticketed and reward points have been returned I'm not sure about the $74 but less concerned about that, maybe it will show up in my credit card one day.

Spoke to a lady called Sonam who I think was in Fiji who really knew what she was doing, highly recommend her. It sounds like their system is very complex and it wasn't done properly at the start. She essentially had to book a fake flight then cancel it, speak to ticketing department and rewards department to sort it all out.

 

[jakeseven7]

C'mon mate, nice try, this is a heavily posted QF call centre poor experience site.

Please re: VA, they don't have any wait times like QF or inability to resolve issues. Stick to the thread topic or create a thread on VA call centre wait times.

Must pain you all this criticism for your darling QF.

Calm down.... Plenty of 'unrelated' but 'related' comments here on the spectrum from SQ issues to getting flight info itinerary assistance etc.

VA wait times are horrifying at the moment (on hold for 59 minutes right now as I type) and depending on what call centre you get its a very varied experience, but they certainly seem to be doing better for non-status callers than QF at the moment according to all the posts in this thread. I have high status with QF right now so thankfully immune to post of what is posted in this thread, thankfully.

 

[RAM]

All call centres are woeful at the moment still - Looks like the Virgin call centre slept in… still has the ‘we are closed’ message on. Too bad if you have something urgent to sort out this morning…

Not that there is flooding in Brisbane or anything...