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

 

[ChrisMars]

I waited hours and hours to be connected to a call centre yesterday. The initial message said a 2 hour wait but it took 6.5 hours to be finally connected to South Africa. I lucked into someone who was able to assist me with both my queries:
1. Following up as to why I hadn’t received my points back after a cancelled rewards booking (my 3rd call in this matter) and
2. Assigning me a seat on my J class rewards booking MEL - LHR

An email was received this morning saying the money and points would be refunded. And I just looked at the booking and a seat has been assigned.
Good result but more than 6 hours on hold - disgraceful.

Really long waiting time. Was the J seat selection not available via the website or qantas app?

 

[Guvner]

I’ve called 4 times over the past 8 days to get a new e-ticket for a booking that Qantas changed, and each time I’ve received empty promises of action and callback/follow up. Each agent has stated they will personally call me back to ensure my “urgent query” has been resolved. Each agent has told me my ticket will be issued within 24 hours.
Total callbacks:0
Query resolved: No
Total e-tickets:0
Please Qantas, stop lying to me and just fix the booking issue you created.. it’s both insulting and frustrating for a 25 year QFF member (or any customer) to be treated like that. You have my money, just give me what I paid for.
<rant over>

 

[gourmet333]

Really long waiting time. Was the J seat selection not available via the website or qantas app?

No, unfortunately I couldn’t choose my seat on manage my booking via either the app or the website. Annoying.

 

[DC3]

Each agent has told me my ticket will be issued within 24 hours.

I hear that all the time. Maybe they all say that now.

 

[Guvner]

I hear that all the time. Maybe they all say that now.

As soon as the last one said it I laughed out loud.

 

[MEL_Traveller]

Now that there’s been plenty of media attention, perhaps a possible route is just to do a chargeback for QF cancelled tickets? CC companies want to know you have tried to resolve it with the merchant… a copy of the media stories should cover that.

Plus with a chargeback no funny business with the CC fee not being refunded.

 

[Ktan89]

So many reports of being unable to determine the Call Centre location (or maybe just not wanting to name it). The Call Centres are in South Africa, Fiji, New ‘Zilland’ and Oz, as far as I know.

Those accents shouldn’t be that hard to determine. Well, other than Fiji perhaps, as there are some variables in play. Maybe it’s poor phone reception/quality as well.

Kiwi accents are dead easy, as your typical Kiwi drops all of the vowels (e.g., when a Kiwi says “check-in”, or “chck’n”, we hear it as “chicken”). Oz is pretty obvious. Then there’s a good chance of getting the others correct, especially the ‘South Efrican eccent’. So, apart from a “ring-in” answering, is it really that difficult to work out who has probably picked up the call, even following a process of elimination.

Edited

Hahaha!
Or you could ask where they are at...

 

[DC3]

Hahaha!
Or you could ask where they are at...

Exactly. Or, “How’s the weather in Cape Town today?” Answer: “I don’t know. I’m in Fiji”.

 

[VPS]

There are stories on other forums where people were emailing Stephanie Tully complaining about long wait times and they are getting return calls that day

 

[Big John]

There are stories on other forums where people were emailing Stephanie Tully complaining about long wait times and they are getting return calls that day

How did they get her email address ?

 

[Guvner]

If customers have to email senior execs to get action there’s something fundamentally wrong with your processes.

 

[MARTINE]

How did they get her email address ?

Look at available addresses online for qantas personnel and follow a similar format. It will go to her PA at best. If you are a shareholder you have access to registry details

 

[VPS]

How did they get her email address ?

I could be wrong but I think she said people could contact her and there are heap of articles about all the email addresses that it could be

 

[Seat0B]

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...

Total BS. I agree with @Lynda2475 and @dylarr that it has never been a requirement for anywhere except USA. I booked a ticket to Japan on 26 March for travel in January 2023. have not put in APIS details as some in the party don;t yet have a passport (she is only 18 months old ) and my e ticket arrived safely and promptly after my payment processed on the web site. So it's just a cop out on their part I would say.

 

[DC3]

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...

What a crock. No such thing. Well, I guess that story got you off the line and they could move on to the next caller.

 

[Guvner]

I could be wrong but I think she said people could contact her and there are heap of articles about all the email addresses that it could be

Maybe someone can email her a link to this thread.

 

[Seat0B]

Sign the Petition

Demand better Customer Service response from Qantas.

www.change.org

thanks for that. I just signed. I have flights from Coolangatta to Canberra in June that have now had 3 separate changes initiated by Qantas. It doesn't really suit now, but even as a Platinum I cannot be bothered to hold for hours to m,ake changes. As several have remarked, the hold will be longer than the flight!

 

[VPS]

Maybe someone can email her a link to this thread.

Actually I might do that

 

[harvyk]

Maybe someone can email her a link to this thread.

Perhaps not just this thread, but also all the pre-covid threads which complain about stupidly long wait time. That way they can't come back with "well you see... COVID".

They have had terrible phone call wait times for a very long time now. One would have to wonder why they haven't tried to fix it, since even the brashest of junior MBA's with their "let's change the world" attitude will go silent again the sort of backlash QF is currently under.

 

[DC3]

Maybe someone can email her a link to this thread.

My take is that QF is well aware of AFF forums.

Ostrich head in the sand, however.