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

 

[Guvner]

Qantas faces another blow to call centre controversy as union weighs in​

The national carrier is in hot water again as customers continue to face lengthy wait times, forcing the union to step in and call for change.

https://www.news.com.au/travel/trav...n/news-story/1fb3bdc74b884aa2c01d4bf874c3046e

 

[TheInsider]

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.

They still do - just not a ZK rego anymore!

 

[Must...Fly!]

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.

With the best service you'd find on the flying kangaroo though!

 

[jrfsp]

They still do - just not a ZK rego anymore!

Indeed, same as the UK base, all for cost saving, but many airlines have foreign crew bases

 

[JWILLS]

"how many people died"... tacky.

The point I am making. I have $3500 credit with Qantas that expires next Dec 23 . If unfortunately I pass away it is important one next of kin are aware that people have credits with them. It is my understand next Dec they will send out a email to my address and if I am dead my email address will likely be closed so what will Qantas do - most likely nothing so they will keep the money.

 

[DC3]

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.

Jitconnict:

 

[Guvner]

The point I am making. I have $3500 credit with Qantas that expires next Dec 23 . If unfortunately I pass away it is important one next of kin are aware that people have credits with them. It is my understand next Dec they will send out a email to my address and if I am dead my email address will likely be closed so what will Qantas do - most likely nothing so they will keep the money.

List it as an asset in your will.

 

[NM]

List it as an asset in your will.

or perhaps it should be listed as a liability

 

[TheInsider]

Another radio talk back thing about the call centre.

Mornings with Gary Adshead

omny.fm

 

[Port Power]

Qantas faces another blow to call centre controversy as union weighs in​

The national carrier is in hot water again as customers continue to face lengthy wait times, forcing the union to step in and call for change.

https://www.news.com.au/travel/trav...n/news-story/1fb3bdc74b884aa2c01d4bf874c3046e

How many times have AFFers posted that they would love to be able to make their own changes on line? Even prefer to! And that they should be able to, but Qantas IT is so antiquated? Yet in the article, Alan Joyce states, “Nearly 60 per cent of the people that ring the call centre could be doing that on the website or in the app because there’s a lot more functionality." Does he not actually know what his own business can and cannot do? Pretty poor of the boss!

 

[levelnine]

Does he not actually know what his own business can and cannot do? Pretty poor of the boss!

Easier to blame the customer than fix the problem.

 

[TheInsider]

How many times have AFFers posted that they would love to be able to make their own changes on line? Even prefer to! And that they should be able to, but Qantas IT is so antiquated? Yet in the article, Alan Joyce states, “Nearly 60 per cent of the people that ring the call centre could be doing that on the website or in the app because there’s a lot more functionality." Does he not actually know what his own business can and cannot do? Pretty poor of the boss!

He really doesn't know much about his own business. He is only about the marketing.
These tech upgrades have been promised for years, yet still haven't come in. It's been a pathetic situation for years and they just keep on putting their heads in the sand. The middle managers are just interested in fluff and smoke and mirrors. They do NOT want to address the problem.

 

[ChrisMars]

“Nearly 60 per cent of the people that ring the call centre could be doing that on the website or in the app because there’s a lot more functionality." Does he not actually know what his own business can and cannot do? Pretty poor of the boss!

From a man that call his business class product "mini-first", I am not too surprised he call 15% "nearly 60"

 

[TassieTravellers]

Thanks for the phone #
I managed to speak to someone without a wait today. Unfortunately tho i still haven't had my tickets issued he promised to call me back when it was sorted we will see what happens tomorrow . #nothopeful

 

[lp137]

Day of week	Sunday
Time of call	9:11pm/9:49pm AEST
Number used	13 12 11
Status	Platinum
Hold time	15 minutes (South Africa)/25 minutes (New Zealand)
Call Centre (if known)	South Africa/New Zealand
Matter resolved	Yes
Details	Been trying to book an award ticket to Europe in May and booked a few different tickets to have options given the free cancellation atm. Finally decided on a routing and needed to change my booking from SYD-BKK-HEL on QF in Y and AY in J to SYD-SIN-HEL in Y both legs (shame to downgrade but am flying with a friend in Y all the way and wanted to avoid the 5 hour transit in BKK as according to reports you can't leave a very grim transit room). The South Africa based consultant had quite an attitude and told me there was no way I could change the flights as there was no availability SYD-SIN-HEL. I told her I could see it on the website and she said 'I've got the most up to date info etc'. I asked her to search each flight separately which for some reason she initially declined but after some pressing lo and behold she found it! However, she then tried to tell me that it would cost the same amount in points even though I was downgrading one sector to Y. I argued with her about this but she insisted I must've got the original ticket on a 'sale' fare (??) and there was nothing she could do. I ended up hanging up and trying my luck again, and thankfully I spoke to a wonderful woman in NZ who fixed up my flights and a refund of points and had a great sense of humour to boot.

 

[AustraliaPoochie]

Should you be disclosing the "special" number used tho?
Edit: to conjoin
Not forgetting that Jetconnect also had the NZ flag on the planes, apart from the ZK plane rego.

 

[V Singh]

Less than 30mins hold time to resolve the issue, relative to my experience, is a record. Even with Platinum status, it took me three attempts on three different days (Mon-Tassie-180mins; Tue-NZ-60mins; Wed-Tassie-75mins) to resolve the changes requested. Each CSO did partial fix until the eticket was eventually issued after 3rd attempt. I do appreciate CSO effort, but it feels like there is a gap between "doing the right thing" and "doing the right thing right" thus contributing to further call congestions.

 

[lovestotravel]

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.

Just wait until QF get the pilots and crew onto A320s and A350's it's a bean counters dream come true..... So sad for pilots who have flown for 20 plus years and will end up with a massive pay and condition cut

Same as this issue with outsourced call centres, there is a reason Telstra and others are brining call centres back to Australia.

Yes wages cost many times more than some other countries but happier clients and less reworking and escalations.

 

[TassieTravellers]

@Mitch_W

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

Must say i appreciated the repost
Used the numbers and got thru
Issue still not resolved but im more hopeful

 

[Telezacski]

Not sure if this has been covered in the thread but it may explain (not justify) some of the issues and frustrations people are having.

I know a lot of the call centre staff were taken by major banks during the initial lockdowns after being stood down to assist with enquiries on covid relief.

I honestly doubt many have gone back.

I’m pretty sure the staff are short numbered and short trained