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

 

[DC3]

Damn, I should have given you my two PNR’s cancelled in December, still waiting. Sent an email to the frequent flyer team, only to receive an email back asking me to call 131313. As a lowly bronze, I actually thought I’d go through the process. Turns out, all the recorded wait messages said they’re only dealing with anyone travelling in the next 24 hrs and to call back at a later time. No way forward.

Qantas Frequent Flyer does not assist with flight matters (including cancellations/changes/refunds). These are dealt with by Reservations, through the Call Centre.

Also, no-one actually needs to pay any attention to that recorded message. It’s been playing for two years. It’s just a matter of a painful wait and staying on the line to try and get the matter resolved.

 

[DC3]

Accidently removed some confirmed J Award legs I have for PER-DOH-FRA (QR) and can't get them back apparently due to "Non-ticketing" by QF.

Unfortunately, QR bookings can drop off in less than 48 hours if not ticketed.

The Call Centre is able to send a request for re-instatement to the oneworld desk.

Edited

 

[Kendall Roy]

Apparently they're unable to reinstate the seats from my original booking as they're no longer showing in inventory.

Any advice on how hard I should push (i.e. Give me J on QF1/9 to LHR).?

Unfortunately, QR bookings can drop off in less than 48 hours if not ticketed.

The Call Centre is able to send a request for re-instatement to the oneworld desk.

Edited

 

[Berlin]

Any advice on how hard I should push (i.e. Give me J on QF1/9 to LHR).?

Zero chance I would think.

Had un-ticketed award seats on Qatar and Air France the other day and was advised, after a painfully long wait even as Platinum, that it was great for me to call as the seats would have otherwise cancelled out.

So- while telling you a dozen times not to call unless it’s “urgent”, Qantas very much expects that it’s your responsibility to get in touch in case their system does fail and not automatically issues the ticket. Mind boggling, really.

 

[renatts]

Apparently they're unable to reinstate the seats from my original booking as they're no longer showing in inventory.

Any advice on how hard I should push (i.e. Give me J on QF1/9 to LHR).?

Push hard. Keep trying if told no. Keep calling back on the priority numbers until someone will help you.
I had HKG to BNE revenue converted to U class for exactly this reason, Qatar auto cancel DOH to SIN due to Qantas delay in ticketing so had to book via HKG instead.
Those flights are long gone and have been changed many times since, but it still happened at the time and was ticketed.

 

[TheInsider]

Turns out, all the recorded wait messages said they’re only dealing with anyone travelling in the next 24 hrs and to call back at a later time. No way forward.

That's been like that for 2 years... Ignore it.

 

[Kendall Roy]

That's been like that for 2 years... Ignore it.

Sub hours for weeks!

 

[aidan059]

Have been trying 1300 025 396 for the last two days now. On hold past 1 hour both times, I'm struggling to see if it really is a priority number at all anymore. Calling at the same time as last week where there was no wait time to over an hour is insane.

 

[Stevo.1702]

For an extra data point:
Monday 1300h I waited 1hr 10mins as a QF Platinum.

I ended up in Hobart with a very efficient and helpful team member. I called to request an additional reward seat release for an economy domestic flight.

 

[henrus]

Monday 1300h I waited 1hr 10mins as a QF Platinum.

1hr 10 mins as Plat is terrible.

To be fair the QF website does state "Priority telephone service" next to a picture of someone who looks like they've got a comfortable couch ready to wait...

 

[Berlin]

1hr 10 mins as Plat is terrible.

To be fair the QF website does state "Priority telephone service" next to a picture of someone who looks like they've got a comfortable couch ready to wait...
View attachment 273677

Was 2 hours on Saturday. Not happy.

 

[henrus]

Has anyone tried the pixel hold for me service with Qantas? I've used it successfully with Hawaiian airlines.

This is the feature if you're unsure of it:

How to use the Hold for Me feature on Google Pixel phones

Hold for Me is a feature exclusive to Pixel phones. Google Assistant will listen to that dull hold music, and those robotic voice prompts for you until an actual human picks up the ...

www.androidcentral.com

 

[ChrisMars]

Has anyone tried the pixel hold for me service with Qantas? I've used it successfully with Hawaiian airlines.

This is the feature if you're unsure of it:

How to use the Hold for Me feature on Google Pixel phones

Hold for Me is a feature exclusive to Pixel phones. Google Assistant will listen to that dull hold music, and those robotic voice prompts for you until an actual human picks up the ...

www.androidcentral.com

Someone mentioned success using it in this forum. That s when I realised its a pixel only feature.

It was a sad day.

On the upside if I drop and break my smartphone, a part of me will be releaved I need to buy a new one.

 

[LinaLee]

Since the website is so inflexible to making your own flight selections I was forced to call again. Last night spent 2:11 from 1932 to the plat line not the priority number (1300….) to correct the booking after QF cancelled the first leg and changed it to the next day but the second leg was left on the day before per original booking…..no responsibility to ensure you can reach your destination as accepted by me when accepting ticket terms! No wonder the waiting times is ridiculous….

Earlier in the day1532, got offered callback but of course the call drops off before I can answer, so back to the queue. Callback was just over and hour after logged.

 

[astrosly]

1hr 10 mins as Plat is terrible.

Today I called 12.53pm and given quote 1-2 hours, requested call back. Called back at 1h 23m but when I picked up after the first ring they hung up. Have just now left another call back request, again given 1-2 hours waiting time. This is following on from 4x calls last Friday morning between 8am and 12.30pm where I waited almost 1.5 hours before I was switched to the survey without speaking to anyone, twice, and left a call back that never happened.

Could not speak to anyone after many, many hours. Platinum.

I need to change bookings that have cancelled flights but the only options are to Accept or Cancel/Voucher. Since I want to travel and don't accept what I have been given I need to call because Change is not an option online.

 

[Berlin]

I need to change bookings that have cancelled flights but the only options are to Accept or Cancel/Voucher. Since I want to travel and don't accept what I have been given I need to call because Change is not an option online.

One of those many scenarios which are rather standard but Qantas is forcing us to endure their idiotic long hold. Just like the seemingly "normal" cases when perfect fine bookings don't ticket. Or when you want a refund rather than a voucher. Or... And on and on it goes.

 

[Daver6]

Apparently they're unable to reinstate the seats from my original booking as they're no longer showing in inventory.

Any advice on how hard I should push (i.e. Give me J on QF1/9 to LHR).?

If it were me, I'd be saying they stuffed up, they fix it. How they fix it isn't your problem. You're expectation is a J ticket to LHR. Escalate escalate escalate.

 

[alexczarn]

Has anyone tried the pixel hold for me service with Qantas? I've used it successfully with Hawaiian airlines.

This is the feature if you're unsure of it:

How to use the Hold for Me feature on Google Pixel phones

Hold for Me is a feature exclusive to Pixel phones. Google Assistant will listen to that dull hold music, and those robotic voice prompts for you until an actual human picks up the ...

www.androidcentral.com

I have, works fine

 

[Stevo.1702]

I have, works fine

Oddly though, my Pixel phone thinks 13 12 11 is someone named Ian Breakspear?? Not a contact in my phone.

Haven't tried the hold for me feature yet but will now after the positive reports here.

 

[BudgetFly]

I got this number in an email, 1300 659 116 for those whose flights Qantas has cancelled and were travelling in the next 7 days.
I rang at 1PM & 3PM - both times my call was answered straight away and my refunds were processed without drama... I do have one more refund to sort, I hope I haven't shot myself in the foot by giving out this number that works...