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

 

[Jousams]

Has anyone ever had an issue where a ticket hasn't been issued do to not having the APIS completed (ie. passport numbers)? My tickets haven't been issued yet and the call centre rep is saying this is the reason...

Yes going through the exact same thing now. Flying to YVR next Monday and have probably spent 10 hours on hold trying get this resolved. Every time I call they say it will be ticketed now and it just doesn’t.

 

[sanne]

Been on hold for 2 1/2 hours so far to the Nz/Hobart number. Didn’t have to give FF # or press any numbers, just put on hold. This is all getting beyond a joke!

I’m having to call again since SA call centre didn’t do any of what she said she’d done. And I waited nearly 4 hours for that call.

 

[Jousams]

Been on hold for 2 1/2 hours so far to the Nz/Hobart number. Didn’t have to give FF # or press any numbers, just put on hold. This is all getting beyond a joke!

I’m having to call again since SA call centre didn’t do any of what she said she’d done. And I waited nearly 4 hours for that call.

Oh god - I’m only 1 1/2 hours in - looks like I’ve got a bit to go. Lmk how you go

 

[Daver6]

You know what's needed. A separate thread where you just post the time you called and how long on hold. Then it automatically creates a Tweet and tags QF's account as well as any others that might amplify the issue. Perhaps news outlets etc.

 

[jase05]

Is there any way online to pay for a booking with 2 credit cards?
My brother has just called and has found some PE flights to the US for his family and wants to book ASAP whilst price is good. The total is about $1600 over his limit on one card but has enough another card to cover it. As a lowly silver he has been on hold with them for 2 and a bit hours to book it with them. He doesn’t know whether to just keep waiting or not. He also has $1720 in credit owing to him from cancellations last year so if he could use that it would be great. Otherwise I will just pay for the lot and he can transfer it back

 

[Mr H]

You know what's needed. A separate thread where you just post the time you called and how long on hold. Then it automatically creates a Tweet and tags QF's account as well as any others that might amplify the issue. Perhaps news outlets etc.

QF would reply that you should do your stuff online and the sheeple will nod and tell you it is your own fault (scarcely caring that you can't do it online). It is lifted straight from the EasyJet copybook where they have persuaded the public to blame each other for the poor service they receive.

 

[RichardMEL]

Is there any way online to pay for a booking with 2 credit cards?
My brother has just called and has found some PE flights to the US for his family and wants to book ASAP whilst price is good. The total is about $1600 over his limit on one card but has enough another card to cover it. As a lowly silver he has been on hold with them for 2 and a bit hours to book it with them. He doesn’t know whether to just keep waiting or not. He also has $1720 in credit owing to him from cancellations last year so if he could use that it would be great. Otherwise I will just pay for the lot and he can transfer it back

I think go to a travel agent perhaps who can manually book and process split payments

OR

I think this should work - buy a $2000 gift voucher via qf.com, then use that for the booking, pay the rest on other CC? (small bonus, avoid CC fees for the whole booking).

 

[Lynda2475]

https://www.qantas.com/au/en/book-a-trip/flights/payment-options.html#multiple-forms-payment

I split a payment online over the weekend, I used a Travel Credit , clicked a box that said split payment, and then chose credit card for the balance.

 

[jase05]

I think go to a travel agent perhaps who can manually book and process split payments

OR

I think this should work - buy a $2000 gift voucher via qf.com, then use that for the booking, pay the rest on other CC? (small bonus, avoid CC fees for the whole booking).

Cheers, I’ll let him know and he can make his decision.
He is prepared to stay on hold for another hour or so at most but will the call be able to resolve his issue and take split payments or is he wasting his time?

 

[jase05]

https://www.qantas.com/au/en/book-a-trip/flights/payment-options.html#multiple-forms-payment

I split a payment online over the weekend, I used a Travel Credit , clicked a box that said split payment, and then chose credit card for the balance.

I’m trying to find out more but he is saying he put a hold on the tickets for a fee and that now the option to use his travel credit is not showing when he is trying to pay which is why he calling them.

 

[ambrosia]

Platinum. Did give my FF # on keypad when asked. Need to make a change to an international flight booking. Not able to do online or via manage my booking. Was on hold for >1 hour this morning before I had to hang up and go and work. Now on hold again with an estimated wait time of >2 hours. No option to request a call back. Sigh...
Almost like I need to buy a burner phone just to deal with the Qantas call centre.

 

[redwoodw]

Suspect the 1300 025 396 number gets treated as a platinum caller - so how long you'd have to wait before the call's picked up ties to how long the wait is for a normal platinum member. That said, I'd still pick this number over the Fiji/SA number any day.

 

[Jousams]

Suspect the 1300 025 396 number gets treated as a platinum caller - so how long you'd have to wait before the call's picked up ties to how long the wait is for a normal platinum member. That said, I'd still pick this number over the Fiji/SA number any day.

I’m now at 2:20 on hold

 

[henrus]

I suspect some, just the very smallest portion of these posts are fake & created from another source

I think you're right about these posts be fake (maybe even bots). There is no way a human could withstand hours of holding music without going crazy. Seems we may have found a few robots on AFF .

 

[ambrosia]

I think you're right about these posts be fake (maybe even bots). There is no way a human could withstand hours of holding music without going crazy. Seems we may have found a few robots on AFF .

Not just music. I'm pretty sure I could ace booking wheelchair assistance online if I needed it. The nice lady on holding has told me how to do it about 30 times now.

 

[sanne]

Oh god - I’m only 1 1/2 hours in - looks like I’ve got a bit to go. Lmk how you go

It took nearly 3 hours before the delightful Kate from Hobart picked up. In no time at all, all my questions had been answered and problems solved. What a difference from my last call to SA.

 

[henrus]

I'm pretty sure I could ace booking wheelchair assistance online if I needed it.

Now there is an idea. They outsource things that can be done online like wheelchair assistance to other members.

 

[Jousams]

Ooo! I’m at 2:50 so I should get answered soon then!

 

[TheRealTMA]

I think you're right about these posts be fake (maybe even bots). There is no way a human could withstand hours of holding music without going crazy. Seems we may have found a few robots on AFF .

Na. That's the advantage of NBN phone land lines. No charges for call or for time anymore so just put phone on speaker and get on with your days activities.

There is no other course if you need to contact the QF (or any other) call centre.

 

[Berlin]

Now there is an idea. They outsource things that can be done online like wheelchair assistance to other members.

These stupid announcements are actually part of the problem- as is the stupid music fading out in between or strange crackly noises while waiting (I always wonder why almost all hold lines have these- do they still use, you know, magnetic tapes or something for their hold lines? ) which makes it really hard to just leave your phone to the side while working or going to the loo or whatever you might have to so after over an hour on hold.

How often I think "they're finally picking up" only to get told about wheelchair assistance or the fact that Qantas have a website is just beyond the humanly possible.