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

 

[JackMiles]

So, Jennifer is still manning the phones.

"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 …"


Looks like this is the answer to my above question - sorry for not reading ahead through new posts before replying.

 

[gidxg03]

So, Jennifer is still manning the phones.

You mean Karen?

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

Depends who you get. If they won’t help hang up and call again. Wait times on this number seem to be increasing but in my experience the agents are much more competent than the main number.

 

[DC3]

You mean Karen?

Jennifer has replaced Karen.

 

[gidxg03]

Jennifer has replaced Karen.

She’s not much better.

 

[DC3]

She’s not much better.

. Jennifer can be far worse.

 

[sudoer]

Rep ran into same issue with the reservations system not allowing the booking to be processed despite compliance with all rules. He put me on hold for 10-15 minutes to check with supervisor and came back to say three different people verified he was doing everything correctly, and that it would need to be escalated as a technical fault. He advised a 48 hour turnaround and I can see a PNR attached to QFF account. He gave me his name and advised he had a week of leave booked from today, but that I could call on Friday to check on the status if I didn't want to wait until next week. I don't want to get too far ahead of myself, but I hope this results in being able to booking awards on NU again...

Happy to report that this is resolved.

I have called in every couple of days for the last two weeks for an update (which the agents actively encouraged me to do as they bump the helpdesk ticket each time), have been routed to Hobart or Auckland on every occasion. Hold/call back times mostly quoted at 30-60 minutes, actual wait times always 1.5-2x quoted.

The issue was caused by JAL updating their domestic economy awards from S to T class in October last year, this was communicated to QF reservations staff and seemingly updated in their systems for JL flight numbers, but not JAL subsidiaries like NU. Apparently the technical helpdesk has resolved that and the booking is now ticketed, hopefully the problem is fixed for future bookings also (will test that out later this year)

 

[Daver6]

"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 …"


Looks like this is the answer to my above question - sorry for not reading ahead through new posts before replying.

When you call the regular 13 number, they is a recorded message saying if you're not travelling in the next 24 hours please hang up and call back later so they can assist those with immediate travel needs. So same spiel regardless of where you call.

As an aside, they've had this rubbish now for two years! It's beyond ridiculous.

 

[Berlin]

Made an admittedly complex award booking yesterday but it’s stuck at “processing” on Qantas useless website/app. Over 90 minutes on hold now, as a Platinum member.

Never had such a long wait before and it’s really p%##ing me off. Worst is that constant bs blurb to try and redirect you to the website. Qantas, do you really think I’d waste my time on hold if I could sort it out online? I can’t because your IT is as useless as your contact centre.

Rant over. Still on hold. Not happy.

 

[encryptededdy]

Made an admittedly complex award booking yesterday but it’s stuck at “processing” on Qantas useless website/app. Over 90 minutes on hold now, as a Platinum member.

Never had such a long wait before and it’s really p%##ing me off. Worst is that constant bs blurb to try and redirect you to the website. Qantas, do you really think I’d waste my time on hold if I could sort it out online? I can’t because your IT is as useless as your contact centre.

Rant over. Still on hold. Not happy.

I feel like almost nothing is ticketing automatically these days, see my thread: Qantas Bookings not Ticketing?

Even my paid revenue booking had to be processed manually

I can't believe it's still broken though.

 

[Berlin]

I can't believe it's still broken though.

Definitely is. After almost two hours on hold, at least I got an agent who knew what she was doing so everything's fixed now. Was told that "it is a good thing you're calling us, actually, as otherwise the partner airlines would have canceled those bookings because it hasn't been ticketed".

So much about the stupid "Please call later if your flight isn't within the next 48 hours."

 

[JackMiles]

When you call the regular 13 number, they is a recorded message saying if you're not travelling in the next 24 hours please hang up and call back later so they can assist those with immediate travel needs. So same spiel regardless of where you call.

As an aside, they've had this rubbish now for two years! It's beyond ridiculous.

Yep, I obviously ignore that directive on the normal 13 number and of course when you do finally get through they never mention it. Thought it might be different / more strict on this priority number.
As an aside, re that message on the normal 13 number, you gotta feel for poor sods who are perhaps a bit more naive and/or compliant and hang up when they hear that. As you say, QF have been saying that for two years - it's damnably pathetic.

 

[DC3]

So much about the stupid "Please call later if your flight isn't within the next 48 hours."

Yes. Such a dumb announcement. That’s probably been going for two years, or so, hasn’t it? Totally cringe-worthy.

It might scare off some naive travellers. However, I wouldn’t expect anyone on AFF to pay any attention. .

 

[Chuckler]

What a nightmare. I'm on to over 5 hours on the 131313 number, and 30 minutes on the 1300 number.

All because my flight is "Processing" and not ticketed.

 

[TheInsider]

They also have reduced staff on weekends due to Qantas not wanting to pay loadings.

Also Qantas say they are recruiting staff, but they are simply replacing the staff that have had enough and quit - not necessarily extra staff (Qantas call centre staff never had the option of a VR when 90% of other QF staff did).

 

[Jousams]

So I want a refund for a booking (which I’m allowed sans a $200 fee) - might just do a chargeback on my Amex rather than sit on hold. Anyone gone down the same path?

 

[Daver6]

So I want a refund for a booking (which I’m allowed sans a $200 fee) - might just do a chargeback on my Amex rather than sit on hold. Anyone gone down the same path?

Makes sense. It's not worth your time to be on hold for hours. I suspect your credit card company will expect you to have made some effort to contact QF though. So if the refund is past the 8 week period, maybe just send off an email. Give it a week and if you don't have any joy, intitiate the charge back.

 

[Berlin]

All because my flight is "Processing" and not ticketed.

Exactly the same issue that kept me on hold this morning.

But I bet Qantas will have some sage advice for you: “Did you know that you can now easily self-serve on Qantas.com?”

 

[ChrisDPom]

Based in Indonesia we only have a main Jakarta number 8.30-5 Mon-Fri (
+62 21 2555 6300) & another local 24 hour "help" line that never gets answered (001 803 61786 (toll free)).

Used to have more success with their Messenger service, but they seem to have stopped responding on that.
EG: left messages in January that they still haven't responded to. (Still owed 64k points back from 2020 when they cancelled my flight - 3 times now confirmed as being actioned and still not back).

Latest is we booked a points booking to London on 14 March to fly 29/03 (DPS-KUL-LHR return).

Noticed yesterday that they have changed the DPS-KUL flight to 25/3 while leaving the KUL-LHR flight 4 days later on 29/3 !
So if we accepted we would fly to Kuala Lumpur, do 5 days compulsory quarantine and miss our 29/3 flight.

They haven't bothered sending an email on this or a text - we were just lucky to see it as I was checking.

Can we get hold of anyone to discuss this? Nope.

If I wasn't Gold (and now have 5 of their flight credits to use), I would give up on this lot for a few years until they get their act together.

 

[TheInsider]

Based in Indonesia we only have a main Jakarta number 8.30-5 Mon-Fri (
+62 21 2555 6300) & another local 24 hour "help" line that never gets answered (001 803 61786 (toll free)).

Used to have more success with their Messenger service, but they seem to have stopped responding on that.
EG: left messages in January that they still haven't responded to. (Still owed 64k points back from 2020 when they cancelled my flight - 3 times now confirmed as being actioned and still not back).

Latest is we booked a points booking to London on 14 March to fly 29/03 (DPS-KUL-LHR return).

Noticed yesterday that they have changed the DPS-KUL flight to 25/3 while leaving the KUL-LHR flight 4 days later on 29/3 !
So if we accepted we would fly to Kuala Lumpur, do 5 days compulsory quarantine and miss our 29/3 flight.

They haven't bothered sending an email on this or a text - we were just lucky to see it as I was checking.

Can we get hold of anyone to discuss this? Nope.

If I wasn't Gold (and now have 5 of their flight credits to use), I would give up on this lot for a few years until they get their act together.

To be fair, none of those flight are operated by QF anyway, not much QF can do if it's a point ticket on another airline. They technically should be rebooking you.

 

[Daver6]

To be fair, none of those flight are operated by QF anyway, not much QF can do if it's a point ticket on another airline. They technically should be rebooking you.

The problem is the other airlines won't deal with you as your booking is with QF. It's a painful situation to be in.