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

 

[gidxg03]

Was only a matter of time before this happened. I'm sure QF call centre staff have been given their orders — do not assist people who call the priority line unless they are flying immediately.

Got through second time after about an hour. Really nice and helpful chap sorted me out. Asked before we finished where I got the number but it was all good.

 

[DC3]

… Asked before we finished where I got the number but it was all good.

 

[sanne]

Had an email from Qantas asking me to ring ASAP re a double booking. Gave me the number to ring. Looked at MMB and one of my flights had disappeared… no return of points or taxes!
So today I am trying to get in contact with them.

One to two hours to wait, they said. It’s now over 3 hours! And I’m still listen to that inane music. What a horrible way to spend a Saturday.

There’s is a serious problem here. I have been with QF for 25 years or so, flown long haul with them several times a year. Even as a lowly Bronze in the early days I never had to wait more than 5/10 minutes and if requested a call back or text it was always done. Now there not even the possibility of a call back. How on earth can this be acceptable.

I have over 1 mil points. Once they’re gone, I’m done with QF. How can you trust a business that treats its customers so appallingly.

 

[sanne]

Finally call centre in SA answered… 3 1/2 hours! Simple matter was dealt with pleasantly and satisfactorily apart from one issue that I will call back again to verify.

We have E tickets which she emailed straight away for flights that I can’t see on line. She assures me she can see them! I’m so suspicious that I was fobbed off as this was the easier option for her. Hope I’m mistaken.

 

[ayebee]

Had an email from Qantas asking me to ring ASAP re a double booking. Gave me the number to ring. Looked at MMB and one of my flights had disappeared… no return of points or taxes!
So today I am trying to get in contact with them.

Hi sanne,
I have received so many changes to flights recently. Some just just a few minutes here and there, and others moving to other flights.

Looking online I notice one flight (Airnorth code share) that was changed now has a second entry & code.
Is that what happened to you?
I don't really want to ring them :-( but maybe I need to ??

 

[DC3]

Finally call centre in SA answered… 3 1/2 hours! Simple matter was dealt with pleasantly and satisfactorily apart from one issue that I will call back again to verify.

We have E tickets which she emailed straight away for flights that I can’t see on line. She assures me she can see them! I’m so suspicious that I was fobbed off as this was the easier option for her. Hope I’m mistaken.

Worth double-checking the e-ticket that you’ve received, to make sure that you’ve been booked into the cabin class that you wanted (e.g., Business, and not Economy), just to make sure.

 

[clifford]

Got through second time after about an hour. Really nice and helpful chap sorted me out. Asked before we finished where I got the number but it was all good.

As a lowly Gold, never been asked that. And always got good service. Just lucky?

 

[encryptededdy]

Got through second time after about an hour. Really nice and helpful chap sorted me out. Asked before we finished where I got the number but it was all good.

Out of curiosity did you manage to tell the first agent your request before they said no? And, if so, what was your request?

 

[DC3]

As a lowly Gold, never been asked that. And always got good service. Just lucky?

But that means that you never got to tell them about this wonderful forum, AFF, where members are encouraged to phone those numbers, and do not have wait in the normal queue like everyone else.

 

[JackMiles]

SIX AND A HALF HOURS ON HOLD TODAY!!!!! Just ridiculous. This was calling 131313 as a garbage person (bronze). Sure wish I'd reviewed this thread before I called - but do they confirm status if you call the priority number listed above?

 

[sudoer]

do they confirm status if you call the priority number listed above?

The priority number has nothing to do with status, Qantas intended for the number to be used by pax at airports needing urgent assistance - tasks that were previously handled by the airport service desks.

 

[gidxg03]

Out of curiosity did you manage to tell the first agent your request before they said no? And, if so, what was your request?

My request was to change some flights (RTW in business) due to Finnair changes to our flights now they are no longer flying over Russia. As soon as I mentioned a round the world flight she said where did you get this number blah blah blah. You need to call the main customer service number as this is a priority number for those flying within 24 hours. She refused to help me (even though I said I'd gone into the airport because I couldn't get through on the regular number and that they had given me this number). So I hung up and called the number again.

 

[DC3]

… she said where did you get this number blah blah blah. You need to call the main customer service number as this is a priority number for those flying within 24 hours. She refused to help me …

So, Jennifer is still manning the phones.

 

[CrowsFeet]

Gave up. This is pretty poor.

 

[get me outta here]

Sunday 0705 answered 0710
Ph 131211
Change Dom J
Most time wasted trying to find original cc used (note to self write down which card was charged for which bkg in future). Finally new card used for the charge.
Charged $5 something

QF message states that some people have been charged twice for bookings apparently. Recommend you contact your financial institution.

 

[Mrsfefe]

Saturday 1100, answered after 1.5 hours ( platinum, longest wait ever to be answered).
needed to book 2 tix, domestic, two legs. One classic rewards in another travellers name, one paid on travel pass, mixed cabin Y/J. If anyone knows a work around to book mixed cabin class online but still on one PNR would love to know it!
Answered by AKL, lovely young lady clearly just training. Took over an hour to book, no real issue just lots of on hold. She was trying so hard, and it does mean they are training new staff, so ok in the end.

Also asked about a refund owing from a cancelled flight from 15 weeks ago. She has submitted a form to someone, and refund should be in account in 48 hours, so see how that goes. I’ve had to chase up every single refund during this last 2 years, the record keeping has been phenomenal.

 

[Scr77]

Now some of the old numbers go straight to a message saying this line in unattended, call 13 13 13.

 

[Scr77]

Updated to include new issue.

“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! Ops, we forgot to mention that we accidentally charged everyone’s credit card twice and it’s up to you to call your bank to sort it out!

 

[Danger]

I filed a damaged baggage claim online six weeks. Other than the automated response with a reference number, there was no response. With a flight coming up (on Virgin!) I called the so-called dedicated baggage services number. I spent 2h37m on hold, only to be answered by a premium call centre agent in HBA who I'd previously dealt with. It took him 40 minutes, during which time he placed me on hold 4 times, to get sorted (although time will tell if that's actually true). If premium agents are dealing with damaged baggage claims instead of assisting customers with more pressing reservations enquiries, I'm not surprised nobody can get through.

 

[JackMiles]

The priority number has nothing to do with status, Qantas intended for the number to be used by pax at airports needing urgent assistance - tasks that were previously handled by the airport service desks.

Thanks for the explanation - but does that mean they won't assist if your flight is not imminent?