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

 

[levelnine]

More shambles as a QF WP.

Called about refunds, got a NZ agent who appeared to be new and didn't know what to do, put me on hold, next thing a person in Manila picked up who thought I had just called in, they didn't know what to do, transferred me to yet another person who wanted to start the 8 week wait for a refund after I have already waited 8 weeks ...

 

[Limewood]

Allan seems to think Qantas is a world class airline, no one has told him about the joke of a call centre they have apparently.

 

[TheInsider]

Allan seems to think Qantas is a world class airline, no one has told him about the joke of a call centre they have apparently.

No one in Qantas management (lower, middle and higher), nor the Qantas board actually care about the issue. It's all about deflection and using Mary Gober BS Americanisms and terms.

 

[RAM]

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.

"What you mean we haven't updated our message on 131313 yet?"

Internal email to IT Dept - "Please enhance phone message on 131313, adding 'We appreciate your patience'"

 

[MEL_Traveller]

No one in Qantas management (lower, middle and higher), nor the Qantas board actually care about the issue. It's all about deflection and using Mary Gober BS Americanisms and terms.

Exactly. Run a DSC and none of their status-holding customers much care either.

 

[encryptededdy]

I suggest Qantas update their website to highlight the true benefits of Platinum status.

 

[TheRealTMA]

Seems like QF and Singapore Airlines use the same call centres. Called them up just now and got estimated wait time over one hour.

 

[ChrisDPom]

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.

Agree - and as MAS have no KUL-LHR flights those days, the change means we were just stuffed for options.

Just would be really nice if I was advised by Qantas of the change by email or text instead of seeing it purely by luck (because I happened to be checking the booking).

Booking only made 5 days before and then this change comes up effective 25 March.

If the flight is not guaranteed, don't offer it in the first place.

 

[DC3]

Just would be really nice if I was advised by Qantas of the change by email or text instead of seeing it purely by luck (because I happened to be checking the booking).

This may be becoming the norm. I no longer receive the change emails, so need to monitor MMB daily now.

 

[Mort]

Curiously I called the QBR number this morning to make a flight change on a return from the US for one of my team, they had been getting the long hold times on the usual number, I got through to ZA in about 10 mins, there is on FF check just a check of you QBR details, unfortunately after being put on hold twice while they checked flights for the change, call dropped, no call back and I’m going to have another go shortly as I’ve been flat out since this morning

 

[Berlin]

Seems like QF and Singapore Airlines use the same call centres. Called them up just now and got estimated wait time over one hour.

Ha- coincidentally I had to call both call centres too this past weekend. SQ picked up almost immediately (I'm only lowly Silver with *Alliance) but the lady on the phone was extremely clueless and it took her 45 minutes to finally charge me and issue the ticket, both which should have happened automatically when booking on the app (but didn't, needless to say).

Qantas- gave up the same evening after about an hour on hold as I'm used to 10-15 minutes max on the Platinum number. Next morning then the announcement that hold time is 30-60 minutes but in the end waited for almost two hours. That agent however was very good and sorted me out fairly quickly.

To be honest- given we're talking one of the best and one of the expensive airlines in the world (haha, you can guess which one is which ), this is not even remotely good enough for either of them.

 

[Eija]

WOW just called Platinum Number. Answered in less than a minute, explained problem, said it would be rectified within a few minutes. Call lasted less than 3 minutes. There is hope after all

 

[Daver6]

WOW just called Platinum Number. Answered in less than a minute, explained problem, said it would be rectified within a few minutes. Call lasted less than 3 minutes. There is hope after all

You're 10 days early with this post

 

[Berlin]

WOW just called Platinum Number. Answered in less than a minute, explained problem, said it would be rectified within a few minutes. Call lasted less than 3 minutes. There is hope after all

Wow! That’s what I was used to pretty much until this weekend. Note to self: Try to call during the week if you can avoid weekends!

 

[eminere]

WOW just called Platinum Number. Answered in less than a minute, explained problem, said it would be rectified within a few minutes. Call lasted less than 3 minutes. There is hope after all

There's a Platinum number?

 

[DC3]

There's a Platinum number?

Must be a secret.

 

[Danger]

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?

I have with Amex, multiple times. I give Qantas between 10 and 14 days and when the refund invariable hasn't arrived, I do a chargeback.

"What you mean we haven't updated our message on 131313 yet?"

Internal email to IT Dept - "Please enhance phone message on 131313, adding 'We appreciate your patience'"

And a voiceover who can say "Qantas" rather than "Qanas" as is the case now.

 

[sudoer]

There's a Platinum number?

13 12 11 is the number on the back of WP cards. IME it's no different to calling the 13 13 13 number.

 

[TheRealTMA]

There's a Platinum number?

on the back of the platinum card, but still useless in today’s situation. Over an hour wait for this platinum member.

Post automatically merged: Mar 21, 2022

I have with Amex, multiple times. I give Qantas between 10 and 14 days and when the refund invariable hasn't arrived, I do a chargeback.



And a voiceover who can say "Qantas" rather than "Qanas" as is the case now.

“Qantas” must be foreigners.

 

[bPeteb]

Grrrrrrrrr. My partner’s flight to CHC has been cancelled, again. How the hell is this cough going on? Credited but even more weirdly debited. Back on the phone in the morning. No point trying tonight.