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

 

[mviy]

It's disgraceful that QF is blaming the problems on COVID, as if they've forgotten that call centre wait times were terrible before COVID. The media should really be calling them out on that.

 

[CMA222]

It's disgraceful that QF is blaming the problems on COVID, as if they've forgotten that call centre wait times were terrible before COVID. The media should really be calling them out on that.

The problem is the media do not want to upset QF and risk the revenue streams from QF advertising. There is also probably contra deals that they benefit from and do not want to be excluded from. Ben Fordham gets away with it (up to a point) because he survives (and gets his ratings) by pointing the finger and encouraging reactions from listeners.

 

[Must...Fly!]

Any mention of the ACCC always makes me laugh. Absolute paper tigers

Normally I agree but this is a high profile industry and in the past they have been relatively active compared to other sectors.

 

[jase05]

Normally I agree but this is a high profile industry and in the past they have been relatively active compared to other sectors.

I hear them make a lot of noise but all they ever seem to do is slap them with a wet lettuce leaf and that’s the end of it. I don’t know how much further their powers can extend to but it seems like most of the time it’s a monetary penalty that execs pay out of the petty cash jar

 

[RichardMEL]

Pretty sire Stephanie Tully would not be pulling her hair out over all the emails she would be getting.. her poor PA though......

 

[DC3]

So, Stephanie has been resolving the issues?

 

[Must...Fly!]

Pretty sire Stephanie Tully would not be pulling her hair out over all the emails she would be getting.. her poor PA though......

If it finally gains the attention of the executive maybe they will do more to try and fix the problem.

 

[Guvner]

If nothing else, it will give the media moguls something to talk about in the Chairman's Lounge.

 

[RichardMEL]

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

The reason for this is probably because there were no seats to move you to in the J cabin - eg if you have no/low status and in row 3 on a 737 and the other seats are also taken then the system will not allow a seat selection change since there's nowhere you could move to within the allowed seating available (pre T-80) so it's possible the CC couldn't assist much unless they were to override the system.

Now sure it may be some other dumb issue, but this is typically the cause for such problems in my experience.

 

[ablx2]

Day of week	Monday
Time of call	11:23 AEDT
Number used	1300 659 116
Status	Not a member
Hold time	Less than one minute
Call Centre (if known)	Unknown. Indian accent. Sounded very tired
Matter resolved	Potentially
Details	March 19: Booked and paid for a flight. Ticket was never issued. Flight is this week. Today: Called up as per above. Received promise of a ticket within 24-48 hours by the end of the call. Total call duration 44 minutes. Understandable that delays are so long, if a simple domestic ticketing issue takes 44 minutes to (tentatively) resolve

 

[astrosly]

Day of week	Monday
Time of call	11:23 AEDT
Number used	1300 659 116
Status	Not a member
Hold time	Less than one minute
Call Centre (if known)	Unknown. Indian accent. Sounded very tired
Matter resolved	Potentially
Details	March 19: Booked and paid for a flight. Ticket was never issued. Flight is this week. Today: Called up as per above. Received promise of a ticket within 24-48 hours by the end of the call. Total call duration 44 minutes. Understandable that delays are so long, if a simple domestic ticketing issue takes 44 minutes to (tentatively) resolve

Interesting that you got picked up so quickly. I called that number only about an hour later and entered my QFF details as a Platinum and was answered at around the 1h15mins mark (no call back offered) by the Australian call centre.

 

[astrosly]

It's disgraceful that QF is blaming the problems on COVID, as if they've forgotten that call centre wait times were terrible before COVID. The media should really be calling them out on that.

Indeed. I see they have now updated their "sorry we've made changes to your flight" email to add this little gem blaming COVID and 'ongoing travel restrictions'!

"As we start to emerge from COVID, we are making a number of changes to our schedule to meet growing travel demand as well as the ongoing impact of travel restrictions and operational requirements.As a result we've updated the details of your flight to Melbourne departing on 14 Apr 2022".

The changes they made were to move my SYD-MEL flight to a later time whilst adding extra flights, including one at the same time mine was due to depart! Rather than sit in SYD and watch 4 flights leave between when I was supposed to go and when my new flight departs, I called to be moved back to my original departure time as couldn't do it online. Over 1 1/4 hours on hold on the number provided on the email.

 

[DC3]

Interesting that you got picked up so quickly. I called that number only about an hour later and entered my QFF details as a Platinum and was answered at around the 1h15mins mark …

The earlier post indicated that the Call Centre person sounded very tired. By the time of your call, she may have fallen asleep.

 

[Port Power]

I can't even book a flight on line at the moment! Trying to find the best route from Perth to Barcelona, but the screen just goes round in circles! This is the second day in a row. So more waiting on hold to make a booking via call centre, which will take a lot longer as I need to discuss options for the best SC earn rate. The Qantas website/IT is beyond joking about now!

 

[Mitch_W]

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 025 396
1300 659 116

1300 025 390
1300 024 715
1300 659 115
1300 659 134
1300 659 502
1300 304 318

 

[Port Power]

@Mitch_W

Is there a reason for you reposting Admin's post? You made no additional comment.

 

[Mitch_W]

I am so thankful for the above post and I will advise below the outcome!

1300 025 396 - advised a 2 hour wait so hung up immediately.
1300 659 116 - went straight thru in a matter of seconds to a CSO.

I had emailed Qantas 12 days ago as I needed to change a flight due to my International connection being changed by SQ. I could not change this QF online for some reason?

So grateful to not waste 2 hours on hold.

 

[puchu]

I'm calling QF for the third time (late December to cancel a booking, then early January because the late December call didnt cancel actually cancel the flights at all) and now in April to find my 100K points and $600 in tax.

I think my booking has never ticketed properly so the cancellation isnt working either. I may need ro resort to a chargeback to get something to happen.

I’m having something similar happen. I called up and got the people at the Qantas call centre to modify my award booking on Qatar but somehow the extra points for going up from J to F haven’t yet been taken, the fees have yet to appear on my credit card and now I’ve been credited a bunch of points because the award booking has apparently been cancelled. Strangely, I have an issued e-ticket from Qantas (with luggage allowance indicating correct class of travel) and can still manage the booking fine on the Qatar website (showing all the correct class and flight bookings). Very confusing.

 

[TheInsider]

Anyone want a job in Auckland?!

Workday

qantas.wd3.myworkdayjobs.com

 

[RichardMEL]

oh it's a memorable customer experience alright - for all the wrong reasons!