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

 

[muppet]

Some recent data points as a WP calling 13 11 31

Today around 2pm: total call time 12 mins incl. hold, request U class domestic award seat release and ticketing.
Yesterday around noon: total call time 13 mins incl. hold, request U class international award seat release and ticketing.

So no complaints from me.

 

[clifford]

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.

Not my experience at all this morning.

As a Velocity Gold, I got through to the Philippines call centre within a minute or so, and had my ticket reissued by a friendly and knowledgeable agent within 5 minutes.

Could not have been quicker or easier...

 

[jakeseven7]

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

Phillipines... which thankfully is flood free to my knowledge.

Plus I'm a lowly ranked Velocity member hence the massive wait I suppose.

 

[TomVexille]

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.

The difference is that these problems existed at QF long before covid. Not so much at SQ, and VA have been pretty excellent almost all of the time.

 

[Ktan89]

Day of week	Thursday
Time of call	09.25 AEDT
Number used	13 13 13
Status	Bronze
Hold time	Call back offered - call back time at 12:00 AEDT
Call Centre (if known)	Suva - Fiji
Matter resolved	Still on the call Got hung up on.
Details	Called to chase reissue of ticket. It requires points and tax recalculation - was previously informed to get 88,200 points back and charged $89.00 for tax. The consultant today, instantly processed the whole 112,500 points back to my account and nothing was taken out. I freaked out thinking she cancelled my booking but she said the booking is still there and will be ticketed now. I asked her to get it ticked and the call hung-up. GREAT!

 

[Ktan89]

Day of week	Thursday
Time of call	09.25 AEDT
Number used	13 13 13
Status	Bronze
Hold time	Call back offered - call back time at 12:00 AEDT
Call Centre (if known)	Suva - Fiji
Matter resolved	Still on the call Got hung up on.
Details	Called to chase reissue of ticket. It requires points and tax recalculation - was previously informed to get 88,200 points back and charged $89.00 for tax. The consultant today, instantly processed the whole 112,500 points back to my account and nothing was taken out. I freaked out thinking she cancelled my booking but she said the booking is still there and will be ticketed now. I asked her to get it ticked and the call hung-up. GREAT!

*UPDATE ON THIS*
The consultant, Bianca, called back and said everything was done and ticketed. I saw a payment of $89.00 get taken from my AMEX and she asked for my email address so she can send me the new ticketing.

I received 2 emails, 1 from Qantas E-Ticket Itinerary & Receipt and the other an eTicket from Amadeus.

However, they never took the new points required from my account yet...
Is my ticket safe? Does this mean I got a free flight minus taxes??

Now I'm hoping there are no more changes required and this flight will go ahead.

 

[Lynda2475]

However, they never took the new points required from my account yet...
Is my ticket safe? Does this mean I got a free flight minus taxes??

This happened to me, took taxes but not points. I called back and made then process the points immediately so as to not risk system cancelling the ticket again because of lack of points.

Something is definitely broken on any ticket where changes have been processed via an agent or system makes an update. I got an email 2 days advising one of the flight son my OWA had changed (different flight number 30 mins time difference, no problem) but it didn't come with an updated e-ticket as usually occurs.

 

[Seat0B]

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

7am.

Yes I called at 0655 and got through about 0730. Worth getting up early in my opinion!

 

[jakeseven7]

The difference is that these problems existed at QF long before covid. Not so much at SQ, and VA have been pretty excellent almost all of the time.

Glad you have had that experience!

 

[jfl]

Tried to call at 1pm but gave up after 2hr30min.

 

[cinder]

Tried to call at 1pm but gave up after 2hr30min.

Never hold on, just hang up and redial until you get the callback option.

 

[jfl]

Never hold on, just hang up and redial until you get the callback option.

Good point. Will keep in mind for future, thanks.

 

[FlyingFiona]

Never hold on, just hang up and redial until you get the callback option.

Does that actually work?

 

[Rebus]

Called Thursday at 9.18am. On first attempt the call was disconnected but on second attempt I was on hold for 50 minutes. Got through to the South African call centre and managed to bag a knowledgeable (in comparison with the one I got a few weeks ago) consultant.

I have gold status.

 

[QF4L]

Needed to rebook tickets airside and went to the desk at Gate 1 MEL - they told me they couldn't change bookings at the desk and I was given the number of 1300 025 390 to call. Wait time was only 5-10 minutes - so that might be of use to people reading this thread.

Side note on QF's service: the rep said they couldn't change my flight and told me I needed to go online to book tickets (so what's the function of the phone line?) and they wound up hanging up on me. They also told me that Reward flights weren't available, but I was able to purchase a new Reward flight (edit: using the phone app) for departure a couple of hours later. Awful service - wish we had an alternative.

 

[cinder]

Does that actually work?

Absolutely! Been called back every time.

 

[FlyingFiona]

Absolutely! Been called back every time.

I mean ringing, hanging up, and ringing straight back until you're offered a call back....or do you mean hang up and ring back at another time until you find a time when one is offered?

(I know call backs themselves work - I only ring first thing in the morning when the wait times are less and so call backs are always offered, and I always take them and they work a treat.)

 

[get me outta here]

131211
0715 Saturday
Answered instantly
Domestic flight change effected, all completed in 4 mins.
Etkt rec’d.
Miraculous.

 

[gfraser]

I would like to thank the person responsible for the Priority phone numbers.
I am only a Silver but have been able to book a complicated OWA , all thru Hobart and all with minimal frustration.

 

[cinder]

I mean ringing, hanging up, and ringing straight back until you're offered a call back....or do you mean hang up and ring back at another time until you find a time when one is offered?

Yes. Often I get the callback option in the third go if not the first.