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

 

[FlyingFiona]

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

Oh this is good to know. Thanks! (What status FF are you?)

 

[cinder]

Oh this is good to know. Thanks! (What status FF are you?)

Gold

 

[encryptededdy]

A friend had a Qantas booking from Germany to New Zealand, and they wanted to move one of the flights. Unfortunately, as per usual for QF, the website did not allow them to change their flights online. I assume this is because it was a multi-city booking (or maybe because it included a BA leg?).

Anyway, they've tried calling Qantas Germany (both English and German) multiple times over the past few days and had to wait >1 hour on hold each time and had given up each time (no callback option).

Since they didn't have international calling, I helped them set up a call with 1300 025 390 (just conferenced it in). Wait time was ~30 minutes on a Sunday evening, answered by either Hobart or Auckland (sounded like Auckland?), rebooking complete in under 10 minutes.

Day of week	Sunday
Time of call	2100 AEDT
Number used	1300 025 390
Status	None
Hold time	~30 minutes, no callback
Call Centre (if known)	Hobart or Auckland
Matter resolved	Yes
Details	Changing international itinerary that could not be changed online.

 

[aidan059]

Big shoutout to priority number poster. I couldn't get through on 131131 for 2 hours. Tried priority number and got through in 5 mins to Hobart/Australian Call Centre at 12pm.

Got through to the most helpful call center lady I've ever been served by - she said she's been with Qantas for 19 years. Booked 2 RTW business tickets in 30 mins and received e-tickets shortly after.

Status: Gold

 

[Mr H]

Used the priority number, got a fantastic agent who sorted me very easily and courteously. At the end she asked me where I had got the number because it was supposed to be an emergency number. She was v unhappy that people had discovered it and said it would be changed.

 

[mitti]

Used the priority number, got a fantastic agent who sorted me very easily and courteously. At the end she asked me where I had got the number because it was supposed to be an emergency number. She was v unhappy that people had discovered it and said it would be changed.

I hope you didn’t tell her, you know, the truth!!

 

[DC3]

I hope you didn’t tell her, you know, the truth!!

I’m confident that AFFers do not divulge such things to QF.

 

[Mr H]

I hope you didn’t tell her, you know, the truth!!

I told her it was written on my ticket. Which is almost true. In fact, it would be true if it had been written on my ticket.

 

[Captain Halliday]

At the end she asked me where I had got the number because it was supposed to be an emergency number. She was v unhappy that people had discovered it and said it would be changed.

Betoota headline, or real word experience:

Airline changes phone number to frustrate happy customers.

 

[Mr H]

Betoota headline, or real word experience:

Airline changes phone number to frustrate happy customers.

In fairness, if there are people in a genuine emergency who cannot get through because some points junkie is jumping the queue to make crazy changes to a complex booking then I can see their point.

 

[sudoer]

if there are people in a genuine emergency who cannot get through because points junkies are using the emergency number to make bookings which can only be made over the phone when it's virtually impossible to get through on the regular phone number then they need to invest in their website or roster more call centre staff.

FTFY.

Also, Plat here calling regular line for a classic award booking which needs to be made over the phone, just ticked over 1 hour on hold. Trying to do the 'right thing' but Qantas make it awfully tempting not to, especially when I'm trying to give them a f'ing ticket sale.

Can't imagine how bad the wait times must be as a Bronze or Silver QFF member.

 

[Mr H]

Can't imagine how bad the wait times must be as a Bronze or Silver QFF member.

Whisper it softly... They are no different.

 

[sudoer]

Day of week	Monday
Time of call	2130 AEDT
Number used	13 12 11
Status	Platinum
Hold time	Quoted 30-60 minutes, no callback, actual wait time 75 minutes
Call Centre (if known)	Hobart I think
Matter resolved	No
Details	Needed to book a somewhat obscure classic award on JTA (JAL subsidiary) for SO and a family member travelling within Japan later this month - Qantas can book these but they have never shown up in the booking engine. Got through to a rep who was friendly and sounded knowledgeable. She looked up the appropriate booking class, confirmed availability, started entering names but got an error about the booking class after entering the first passenger's name. She asked to put me on hold while she checked a few more things, then came back five minutes later and explained the availability was there, the booking class was definitely the right one, and there were no other issues she could see. She'd need to put me on hold again while she called someone to look into it. After another 10 minutes, the hold music stops and I hear dead air for a few seconds, then get put through to the customer satisfaction survey.... guess I'm trying again tomorrow morning.

 

[Princess Fiona]

In fairness, if there are people in a genuine emergency who cannot get through because some points junkie is jumping the queue to make crazy changes to a complex booking then I can see their point.

Yes I agree but the problem is firmly with QF.
They need to provide an adequate phone service for both.
They need the points junkie business too otherwise they’ll just go to SQ/ AA/ AS etc.

 

[MooTime]

Very easy fix...... Train & hire more staff.
QF love to claim there're hiring more ppl in media.

More staff cost money, which QF have very little off atm with recent losses.
Imagine when more ppl restart flying, wait times will only go one way.
Better to spend money on project sunrise apparently.

 

[Lynda2475]

very easy fix...... Train & hire more staff.

And fix web site so that experienced travellers can amend bookings without ever needing to call.

 

[ameno]

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.

Thanks very much for the updated number @QF4L

45 seconds from dialling to having my call answered.
4 x domestic Reward seats opened up across 4 x separate legs.

Very happy result.

 

[Mr H]

And fix web site so that experienced travellers can amend bookings without ever needing to call.

Yes. The long response times and poor customer service are known strategies to nudge people into doing things themselves online, but this only works when online capability is in place. So yes, priorities could include:

(1) developing online options so customers don't need to phone; and
(2) introducing a phone triage system so that complex jobs that cannot be done online are routed quickly to capable customer service agents while simpler jobs or jobs that could be done online are sent off to South Africa to be dealt with eventually...

Of course, the present situation could be improved by offering everyone a call-back option.

 

[Adrienne Wright]

Used the premium line last night to fix an award routing where the connection had changed to less than MLC INT-DOM Took about 6 min to be answered, the agent was lovely and knowledgeable. - rerouted us as the invol change to timetable screwed with our connection. did not charge for the privilege and in fact managed to refund us some taxes which should hit the account via poli in next 5 or so days apparently. gave her 5 out of 5 on the survey as she was awesome regardless to the fact that the 'droid' as she called the booking system lol was slow to do what she wanted.

 

[RAM]

I told her it was written on my ticket. Which is almost true. In fact, it would be true if it had been written on my ticket.

Never tell fibs.

Write it on your ticket BEFORE calling....