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

 

[eminere]

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

Huh. I never knew. Will have to give it a try the next time I need to call Qantas.

In the past, calls to 131313 used to get answered by the Premium team within 30min IME; now it's 1-2h.

 

[lakeman]

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.

Flight credit has to be spent on higher value flight.
You need to ring to get refund !
I spent 4 hrs on the interminable phone line and couldn’t get through.
My flight to CHC was cancelled twice.
2nd booking was a few dollars more for similar dates.
Using the link from the flight credit email found a fair 200$ more than a generic search!
What a farce!

 

[bPeteb]

Flight credit has to be spent on higher value flight.
You need to ring to get refund !
I spent 4 hrs on the interminable phone line and couldn’t get through.
My flight to CHC was cancelled twice.
2nd booking was a few dollars more for similar dates.
Using the link from the flight credit email found a fair 200$ more than a generic search!
What a farce!

No idea what is going on but will try to get it sorted this morning, again

 

[Mort]

So I did not call QBR number again yesterday (got busy), called this morning at 8.15 and got through in less than 5 mins (having a good run), unsure if this is a QBR feature, again connected to Cape Town, but at least I am not disconnected (Yet!), more helpful agent this time, X fingers I get to the end of the call.

 

[bPeteb]

Requested a call back. Took an hour but all sorted. The lovely Jane said “wow, what did we do to this?” Haha

 

[ozmouse]

Called plat line today estimated 30-60 minute wait. Missed first callback at 69 minutes later. 2nd call back same estimated wait, callback came at 52 minutes. International Award booking schedule change (QF change) sorted in 5 minutes. So thankful after hearing the current situation for some.

 

[dylarr]

So here's another tale of how hopeless the Mindpearl contact centres are.

My parents (QF Gold and Silver) called Qantas today. On their first attempt they were offered a callback which happened after 3 hours. After being placed on hold a number of times the call dropped after the 31 minute mark, and the agent didn't bother to call back either (despite Qantas PR claiming that it had made improvements to ensure customers were called back if the call dropped).

Parents tried again and another callback was offered. Received a callback from Mindpearl Fiji after another 45 minutes. Eventually the agent was able to successfully process the request. This call lasted 27 minutes.

So what was the complex request that took two different agents a combined 58 minutes and numerous holds to complete you might ask?

It was linking two domestic bookings and selecting seats.

When it takes 58 minutes of call time to handle the most routine and basic of requests, is it any wonder the wait times are so pathetically long?

 

[CaptainCurtis]

I'm wondering if everyone should start posting screenshots of their calls... I would be happy to print them all off and take them in a binder to the next QAN AGM.

 

[encryptededdy]

I'm wondering if everyone should start posting screenshots of their calls... I would be happy to print them all off and take them in a binder to the next QAN AGM.

That's 2 hours on hold, 36 minutes with the agent.

The issue? Qantas made a flight change unacceptable to me. I called up with my alternative flight already prepared. Simple return domestic Classic Reward booking. Ending - completely unresolved. Agent didn't know how to reticket my booking (since I assume it requires opening award space on my alternative).

Called one of the priority numbers above. Hobart fixed it up for me in 5 minutes (after a 20 minute hold time).

When it takes 58 minutes of call time to handle the most routine and basic of requests, is it any wonder the wait times are so pathetically long?

From my personal experience, Mindpearl takes at least 6 times longer than Hobart or Auckland to get anything done, assuming they can even do it. Awful customer experience aside, does this even represent a cost savings for Qantas at all?

This is probably just Stockholm syndrome at this point, but I wouldn't even mind 2 hours on hold if I was guaranteed that the agent that picks up is actually able to resolve my request. This is (anecdotally) the case with e.g. American Airlines. Unfortunately with Qantas, anything but the simplest requests often require multiple HUCAs, 50 minutes excruciatingly trying to explain to the agent what you want to be done, or just resorting to brute force HUCA until you get an Hobart or Auckland agent.

 

[JackMiles]

I'm wondering if everyone should start posting screenshots of their calls... I would be happy to print them all off and take them in a binder to the next QAN AGM.

6.5 hours on hold, 15 mins talking to agent.

 

[dylarr]

From my personal experience, Mindpearl takes at least 6 times longer than Hobart or Auckland to get anything done, assuming they can even do it. Awful customer experience aside, does this even represent a cost savings for Qantas at all?

I seriously ask this question myself. How many Mindpearl agents would you need to hire to replace just 1 experienced HBA or AKL agent? And is it really working out cheaper?

When it takes Mindpearl 58 minutes of call time to link a domestic booking and select seats, something that should take no longer than 5 minutes and that's being generous...

 

[encryptededdy]

I'm wondering if everyone should start posting screenshots of their calls... I would be happy to print them all off and take them in a binder to the next QAN AGM.

Judging by Qantas' PR responses, they keep talking about adding more agents to their call centers (and judging by the opening of the new Fiji centre, they're probably actually doing it), but I genuinely wonder if the people in charge at Qantas realize that it's the inexperience and poor training of their current call centers that are the majority of the issue?

I bet that if all QF Call center staff were as good as the Hobart/Auckland agents, they wouldn't even need to hire new agents to get call times down to acceptable levels, since I bet the average time per call would decrease 6 fold (although the minimum time per call is probably limited by the slowness of Qantas' IT systems).

 

[henrus]

I'm wondering if everyone should start posting screenshots of their calls... I would be happy to print them all off and take them in a binder to the next QAN AGM.

You don't need screenshots, just look at people outside of AFF's comments:

Qantas reviews

Qantas (Domestic Airline): 1.5 out of 5 stars from 4,065 genuine reviews on Australia's largest opinion site ProductReview.com.au.

www.productreview.com.au

 

[TheInsider]

So here's another tale of how hopeless the Mindpearl contact centres are.

My parents (QF Gold and Silver) called Qantas today. On their first attempt they were offered a callback which happened after 3 hours. After being placed on hold a number of times the call dropped after the 31 minute mark, and the agent didn't bother to call back either (despite Qantas PR claiming that it had made improvements to ensure customers were called back if the call dropped).

Parents tried again and another callback was offered. Received a callback from Mindpearl Fiji after another 45 minutes. Eventually the agent was able to successfully process the request. This call lasted 27 minutes.

So what was the complex request that took two different agents a combined 58 minutes and numerous holds to complete you might ask?

It was linking two domestic bookings and selecting seats.

When it takes 58 minutes of call time to handle the most routine and basic of requests, is it any wonder the wait times are so pathetically long?

View attachment 273611

Not justifying it, just want to add a bit of context, being two separate bookings then this should've just been done online.
Gold FFers have more seating availability than a Silver. There is no real thing as 'linking' up a booking, it's just a comment and code for when the bookings come into the check-in system at -80 hours for it to link at that point only.
The agent would've seen more availability in the Gold booking and then would've had to call someone else to override the seating selections for the Silver FFer in the separate booking. This does take time as it really can't be done via the CC.

 

[DC3]

I'm wondering if everyone should start posting screenshots of their calls... I would be happy to print them all off and take them in a binder to the next QAN AGM.

That one cracked me up. Sorry.

Also, my guess is that QF know a lot more about this than any of us ever will

 

[dylarr]

Not justifying it, just want to add a bit of context, being two separate bookings then this should've just been done online.
Gold FFers have more seating availability than a Silver. There is no real thing as 'linking' up a booking, it's just a comment and code for when the bookings come into the check-in system at -80 hours for it to link at that point only.
The agent would've seen more availability in the Gold booking and then would've had to call someone else to override the seating selections for the Silver FFer in the separate booking. This does take time as it really can't be done via the CC.

Thank you for the details and context.

In this instance, my parents wanted to move the Silver into the Gold seating which couldn't be done online and that's why they called.

I travel with my parents regularly and never have any issues moving them into the Platinum seating areas when we are on seperate bookings (which is more often than not due to QBR bookings). It's always a simple phone call to the premium desk who can make the change in minutes without placing the call on hold or asking anyone else for assistance — I've even had premium agents proactively offer to do it when I've called up to manage changes for seperate bookings where travelling together: "Would you like me to move your parent/s up the front to the platinum area, since you won't be able to do that online?"

... so my point still stands about the inefficiency of the Mindpearl agents. Perhaps it comes down to permissions, training, systems (Amadeus vs Aqire), or a mix of all between the two agent types? Either way, the fact that the request they made could have been completed at least 10 times over with a premium agent is a terrible reflection on the Mindpearl agents.

 

[LinaLee]

That one cracked me up. Sorry.

Also, my guess is that QF know a lot more about this than any of us ever will

Yes they do. I’m sure I’m not the only one. I finally responded to one of their email surveys request and happily shared my very unsatisfactory rating and the reason is all the long wait times, dropped calls etc. I also gave a low rating not recommending them for the same poor customer experience but acknowledge the customer service rep being able to resolve my issue. Been lucky each time to get the Hobart agents.

 

[DC3]

Mindpearl would be mostly for Gold and below, depending upon demand, wouldn’t it? Try for WP/P1?

 

[RooFlyer]

Also, my guess is that QF know a lot more about this than any of us ever will

What part of QF do you think know more about this than any of us? Board, CEO, management? Mindpearl team leaders? And if the first lot do know more, and it is still continuing, then the only point of them 'knowing' is to enjoy the coughpy customer experience, isn't it?.

 

[DC3]

… Been lucky each time to get the Hobart agents.

Yes, Hobart is best. However, Auckland is usually very good.