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

 

[henrus]

Anyone want a job in Auckland?!

So if it's possible to work from home (in the ad) then why not offer it to Australians as well!

Many companies like Apple have have used work from home call centre staff for years.

 

[aidan059]

Day of week	Monday
Time of call	9:57am AEDT
Number used	1300 659 116 (Fiji) & 1300 025 396 (Hobart)
Status	Gold
Hold time	Less than one minute (Fiji) 1 hour (Hobart)
Call Centre (if known)	Fiji & Hobart
Matter resolved	In progress
Details	Can I just give a shoutout to some very helpful Qantas staff from Hobart & Fiji call centres - sad I don't remember either of their names. Have been trying to sort out first part of OTW from SYD-LHR via KUL which randomly disappeared from itinerary due to the MH system automatically cancelling it (what the staff said). Since I raised it 1.5 weeks ago, the original agent from Hobart put in a reinstatement request with Malaysia airlines and said she'd keep me updated - expected to get back to me in a week. Never heard from her so I called back through the other number and got through to Fiji in 1 min. Even though it took a while she eventually said request was still processing however would push it though by escalating. Since then, I have gotten a call from both of them informing me of the status and that if by Wednesday they have still not resolved, either one of them would get me a seat on QF1 in J instead, despite being for travel in June with zero availability. Found out the reason I never heard back from Hobart agent within a week was because she contracted Covid! Reminder to be nice to these agents during the tough times. By Wednesday I'll either have my original flight on MH or better flight on QF with issue resolved and even though it'll have taken a while the very personal service being offered from agents who owe nothing to me has been appreciated.

 

[mviy]

So if it's possible to work from home (in the ad) then why not offer it to Australians as wel

Many companies like Apple have have used work from home call centre staff for years.

They want the lower costs of hiring someone based in NZ. Even though they may be working from home they may need to go into the office for training and may find that working from home isn't what they thought it would be.

 

[DC3]

So if it's possible to work from home (in the ad) then why not offer it to Australians as well!

Kiwis may work for less pay.

 

[Guvner]

24/7?
Didn’t Ms. Chief Customer Officer tell us that Qantas use a follow the Sun methodology?

 

[TheInsider]

Kiwis may work for less pay.

That's the only reason.
They haven't recruited staff in the Hobart call centre for years.

Post automatically merged: Apr 4, 2022

24/7?
Didn’t Ms. Chief Customer Officer tell us that Qantas use a follow the Sun methodology?

Just keep sending 'her' emails.

 

[NM]

Kiwis may work for less pay.

There are likely quite a number of financial advantages for QF to employ in NZ, not just salary. For example, I would not be surprised if QF's NZ operations receive some local incentives such as tax breaks if they employ NZ residents. Such incentives are common for businesses operating in various jurisdictions. Also, to win government contracts there is often a commitment make local investments.

 

[TheInsider]

Edited for the genderphobic pronoun warriors:

No, that wasn't my point. My point was, she wanted people to send her emails, when in reality she wouldn't be reading any of them at all.

 

[Guvner]

No, that wasn't my point. My point was, she wanted people to send her emails, when in reality she wouldn't be reading any of them at all.

My apologies. I misinterpreted your post.

 

[ozmouse]

Have to update my thankful comments from a week ago. So that initial flight change turns out not to be so easy. After being advised i would receive ticket/email later the same day that did not happen. Of course you forget about that sort of thing, and did not follow up till this week and i have been on the phone to them for the last 3 days before getting resolution.
I called the plat line, and I like the callback feature. Estimated times are not correct, but at least you dont have to wait. And yes i missed some callbacks, but you get a voicemail and you start the process again. I also did experience call drop out when i did pick up a callback once. no voicemail So that was another waste of time.
My first attempt, was similar refrain "yes changes has been made, awaiting ticketing. have updated in queue now. you will get email later" quick. easy. No email.
2nd attempt, same story, in queue. but this time i requested it to be escalated and i would wait. Operator said she could not do that. no email.
3rd attempt i explained my 3 attempt at resolution. was put on hold for more than 10 min and voila text email arrived (. Operator came back on line and explained i should be in procession of email. Surprise surprise .... Gina from hobart to the rescue.
Such a waste customer and company time and energy......

HAH... my 2 reply to my first post.....

i send email of complaint to generic customer care address. 3 paragraphs detailing service failures, and last paragraph praising resolution from gina@hobart .

Reply below. When they ignore your complaint nor acknowledge the problems, it is like wiping salt into a wound. another failure.

Thank you very much for contacting us about the assistance you received from our Contact Centre staff. We believe that a great journey starts with a great booking experience so we’re very happy to read feedback like this.

We’re committed to giving you the best service as well as value and advice, and are always keen to hear how we’re going. I’ve sent a copy of your comments through to our Contact Centre Management to pass on to the staff who assisted you, and I know that they will be really pleased to read what you have to say.

We are grateful you took the time to write and look forward to welcoming you aboard soon.

Kind Regards

Qantas Customer Care

 

[TassieTravellers]

Hour and a half so far. Pathetic! Could there have been an opportunity to create a world class, customer-facing business that would blow VA2.0 and Rex out of the water?

I have had 3 goes at getting my issue sorted
1st - 2 h 30 wait
2nd - 4hours 41
3rd last night from 9pm 5hour wait . Issue is still not resolved as promised it would be in 4-5hours #NotHappy

 

[DC3]

No, that wasn't my point. My point was, she wanted people to send her emails, when in reality she wouldn't be reading any of them at all.

Still not happy, Stephanie.

 

[VPS]

ACCC

Overview​

We would like to hear your experience with trying to use Qantas flight credits in a short 5-minute survey.

In particular, we’re interested if the available fare prices for flights are higher when you try to book using your flight credit than when you try to book using other forms of payment (such as cash or credit card) on Qantas’ website.

Any information provided will be kept confidential in accordance with the ACCC’s Information Policy.

Please do not use this survey for any other issues relating to Qantas. To make an enquiry about any other issue, please use this general enquiry form.

Activity Unavailable - Australian Competition and Consumer Commission - Citizen Space

This site contains consultations that are run by Australian Competition and Consumer Commission.

consultation.accc.gov.au

 

[antycbr]

They want the lower costs of hiring someone based in NZ. Even though they may be working from home they may need to go into the office for training and may find that working from home isn't what they thought it would be.

This contact centre is operated by JetConnect Call Centres (NZ) on behalf of Qantas.

 

[Guvner]

ACCC

Overview​

We would like to hear your experience with trying to use Qantas flight credits in a short 5-minute survey.

In particular, we’re interested if the available fare prices for flights are higher when you try to book using your flight credit than when you try to book using other forms of payment (such as cash or credit card) on Qantas’ website.

Any information provided will be kept confidential in accordance with the ACCC’s Information Policy.

Please do not use this survey for any other issues relating to Qantas. To make an enquiry about any other issue, please use this general enquiry form.

Activity Unavailable - Australian Competition and Consumer Commission - Citizen Space

This site contains consultations that are run by Australian Competition and Consumer Commission.

consultation.accc.gov.au

Closes 7 Apr 2022

 

[TheInsider]

This contact centre is operated by JetConnect Call Centres (NZ) on behalf of Qantas.

I don't think that's correct. Their call centre is QAL. Qantas Airways Limited.

 

[JWILLS]

No customer service so I decided to find the Qantas Board email addresses as found this worked when had issues with Jestar - could not find but found twitter so posted this on Richard Goyder Twitter - probably get banned but no hope trying to voice our opinions

Replying to
@RGoyder
and
@WASymphony
Richard instead of posting photos of your social life how about fixing up the call centre at Qantas - your company is holding $$$$$ credits people waiting hours - how many people died during this time and qantas has money which should be with next of kin - what you doing?

 

[Guvner]

"how many people died"... tacky.

 

[levelnine]

Check out the comments on this post about Qantas Club discounts:

50% off One-Year Qantas Club Memberships: $300 + $99 Joining Fee or 46,500 Points + 16,000 Points Joining Fee @ Qantas

Deal: 50% off One-Year Qantas Club Memberships: $300 + $99 Joining Fee or 46,500 Points + 16,000 Points Joining Fee @ Qantas, Store: Qantas, Category: Travel

www.ozbargain.com.au

It's interesting to note how widespread the complaints about Qantas' service now are. It must be getting to the point that they are at least a little worried about its effects on customer retention.

 

[antycbr]

I don't think that's correct. Their call centre is QAL. Qantas Airways Limited.

It's a joke. Remember when Qantas had ZK (NZ) registered aircraft crewed by NZ employed staff to reduce costs? But the plane looked like a Qantas plane apart from a small ZK registration mark.