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

 

[cinder]

If anyone is interested, here is a data point from this morning (around 0805am SYD time):

Called 1300 025 390 and got through in 56 minutes

If I hadn't to wait 56 minutes, I would give Qantas Customer Service 5 out of 5 stars, due to the waiting timing, it's 4 out of 5 stars - I am actually super satisfied with Qantas' handling of this situation.

Yikes, have wait times gone up? That's a long time for the 1300 number ...

 

[Mr H]

Yikes, have wait times gone up? That's a long time for the 1300 number ...

Yes - you would not want to be at the airport with a genuine emergency waiting that long for the desk agent to get through to get the issue fixed.

 

[bPeteb]

Back on hold. IVR said less than 30 minute wait but up to 37 now. I'd called yesterday as our flight to CHC from BNE had been cancelled. Rebooked onto day befores flight and tickets re-issued straight away. This morning sent emails telling us that both bookings (one rev, one reward) have been cancelled and credits issued. Wta? I've checked and flights are def still there. A little annoyed

 

[Daver6]

Still waiting on my call back from yesterday. Now around 18 hours...

Called again this morning. Informed hold time is under 30 minutes, opted for call back. Almost the one hour mark and no call back.

 

[cinder]

Yes - you would not want to be at the airport with a genuine emergency waiting that long for the desk agent to get through to get the issue fixed.

No, what a nightmare!

 

[bPeteb]

My call answered at 55 minutes. The very apologetic Priscilla trying to sort out why they've done what they've done. This was a DSC J flight for me and I want those SCs.

 

[bPeteb]

Well that was an interesting call that ended with me getting the survey and call ending without any resolution!!! Could see no reason why the bookings had been cancelled. Then when rebooking advised that the price had increased and I would need to pay or accept next available class. I said nope. Qantas cancelled the booking and Qantas will wear the difference. 13 bloody dollars! I have no idea what will happen now. Not sure if I should call back or hope it will be fixed and wait for ticket reissue. In all the years my first really dud Qantas experience.

 

[gourmet333]

Day of week	Thursday
Time of call	06.00am
Number used	1300 025 390 this is a priority number I found earlier in the thread.
Status
Hold time	32 minutes woo hoo!
Call Centre (if known)	Philippines
Matter resolved	Hopefully
Details	I had cancelled a FF reward yesterday ago but I hadn’t received the cancellation confirmation email saying the points were being returned and the taxes refunded in 6-8 weeks. In the last few days I’ve canceled 4 rewards flights to re-book others and 2 refunds have been processed easily and 2 seem to have got caught up in a glitch and I’ve had to call about it.

 

[Daver6]

Finally got through after about 50 minutes on hold. Was advised a 30-60 minutes wait time. Managed to get some Y award seats released.

I asked about the lack of call back. I was told they're having issues with calls dropping on the call back. So would suggest people don't rely on it for the time being.

 

[bPeteb]

Just on 50 minutes for an answer this time. Sean/Shaun was able to resolve the issue in less than five minutes. He said he'd had another call with the same issue earlier so knew exactly what to do. Booking re-instated. Removed 'auto-update' from both tickets. Emails received. Fingers crossed.

 

[levelnine]

Waited 50 minutes. Call went blank as soon as it was picked up. *sigh*

 

[sudoer]

I was told they're having issues with calls dropping on the call back.

Yep, requested call back at 8:15am (quoted 1-2 hour wait) but never received the call.

They now have a recording saying the call back system is buggered, they are sorry, and it's being worked on.

 

[Scr77]

Yep, requested call back at 8:15am (quoted 1-2 hour wait) but never received the call.

They now have a recording saying the call back system is buggered, they are sorry, and it's being worked on.

“Thanks for calling Qantas. Your call is important to us, but the call back systems is stuffed. Oh, and the eTicket system is missing. Oh, and we haven’t bothered to train the overseas staff. Oh, and we’ve axed the txt message line, airport staff and nobody can be bothered replying to frequent_flyer emails……but other than that, it’s all good!”

 

[Daver6]

Yep, requested call back at 8:15am (quoted 1-2 hour wait) but never received the call.

They now have a recording saying the call back system is buggered, they are sorry, and it's being worked on.

Perhaps they should just list the parts of the company that actually work properly. Would be a much shorter list.

 

[jase05]

“Thanks for calling Qantas. Your call is important to us, but the call back systems is stuffed. Oh, and the eTicket system is missing. Oh, and we haven’t bothered to train the overseas staff. Oh, and we’ve axed the txt message line, airport staff and nobody can be bothered replying to frequent_flyer emails……but other than that, it’s all good!”

 

[RooFlyer]

Flights late tonight going to miss my connection. Called Plat line to get rebooked.

A message that the call back system is stuffed. Wait time 1-2 hours.


F'n hopeless!

 

[RooFlyer]

“Thanks for calling Qantas. Your call is important to us, [edited: but let's be honest, our management couldn't give a rat's cough. Stop yer whinging, we've got bonuses to trouser. Honestly we couldn't give a toss about our most valued customers. Just give us your money and shut up.

There. Fixed it for you.

 

[danielt25]

Flights late tonight going to miss my connection. Called Plat line to get rebooked.

A message that the call back system is stuffed. Wait time 1-2 hours.


F'n hopeless!

Is there no priority for Platinum any more? Also called the Platinum number and got the 1-2 hour wait time. It used to only be a few minutes ... Does it mean if you're Red the wait time is 2-3 hours?

 

[sudoer]

Does it mean if you're Red the wait time is 2-3 hours?

Probably 5+ hours.

 

[Mr H]

Does it mean if you're Red the wait time is 2-3 hours?

Bronze, please.