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

 

[RAM]

Does anyone know if the callback that Qantas is offering - will ever work? It gave me on option today. 4 hours ago. Still waiting. Has anyone got info if that’s just a joke and no call back will ever happen?

Call back...

When HEL freezes over?

 

[RAM]

Hmm... I didn't receive an email from Stephanie Tully . I want my insincere empty apology email from Qantas!

Still waiting across our family's accounts for a lovely email from Stephanie.

Did get an email saying one account's point are expiring shortly - September 2022!

Is this just under six month notice now required due to the call centre delays?

Or has AJ just 'enhanced' the English language?

 

[RAM]

Well Captain Lassard, sorry Alan J had a stinker week.
Let's see what his weekend peeps whisper in his ear for next week.
Can he ride a bike.....hold on, Only to possibly back pedal if he's good enough.

Mootime - apologise immediately!

Captain Eric Lassard never blamed anybody and always had a charitable word to say about any problem. In fact often he solved problems by accident which appears in stark contrast to AJ who appears to deliberately cause 'enhancements'/problems for customers & staff (senior execs excepted).

 

[MooTime]

Mootime - apologise immediately!

Captain Eric Lassard never blamed anybody and always had a charitable word to say about any problem. In fact often he solved problems by accident which appears in stark contrast to AJ who appears to deliberately cause 'enhancements'/problems for customers & staff (senior execs excepted).

Your spot on, I apologise & retract the post.
Apologies to Eric as well, for the insult.

 

[mouseman99]

Call back...

When HEL freezes over?

Same. 7.30am this morning and no call back even though queue was 90 mins when I called

 

[CMA222]

'Perhaps' a deliberate strategy from QF
Offer a call back and that shifts the caller off the queue. When the call back does not happen the caller waits, eventually tries again and gets on a new queue. They are then either not fooled by the offer of a call back so waits the required X hours or takes the chance the call back might actually happen and they are again shifted off the current queue. Just keep moving them along the queue till the caller waits it out or gives up. its called Customer Service !
Exactly the same as a consultant saying I will get that fixed and call you back and neither happens. Just kick the problem down the road for someone else to deal with. QF Customer Service !

 

[Nitro6333]

Exactly the same as a consultant saying I will get that fixed and call you back and neither happens. Just kick the problem down the road for someone else to deal with. QF Customer Service !

I don’t know how many times a csa has said they’ll call back and its never happened! Hobart is the only reliable call centre

 

[Airbumps]

Same. 7.30am this morning and no call back even though queue was 90 mins when I called

Same. Called at 8am this morning….still waiting for the promised call back. In fairness, it’s only been 2 hours 45 minutes….I’m probably not half way up the que yet!

 

[mouseman99]

Same. Called at 8am this morning….still waiting for the promised call back. In fairness, it’s only been 2 hours 45 minutes….I’m probably not half way up the que yet!

Just got the call. Was hung up on again. 4th time where the line goes dead. Seems to happen when they put me on hold. No matter how long you wait it's just dead air

 

[TheInsider]

Just got the call. Was hung up on again. 4th time where the line goes dead. Seems to happen when they put me on hold. No matter how long you wait it's just dead air

Their call system isn't hard to use, it's deliberate for them to hang up though.

 

[Airbumps]

Amazing, call back at 11.45 - 3 hours later. Time will tell if they actually resolved the problem or I’ll need to call back again.

 

[N860CR]

Started over 5 hours ago…

Called 131313 to book a very simple OWA;

SYD-HND-HEL-FCO/MXP-DOH-SYD

QR sectors available as a single booking online but don’t appear for multicity so stuck calling. Annoyingly, MEL is available but the domestic sector up to SYD isn’t as it’s in the 2023 winter sched so not loaded. I’d have suffered the domestic connection to avoid a call!

Answered at 4hrs 5min in Cape Town. Takes half an hour to put the booking together & confirm taxes and another 15 mins to figure out how many points it’ll be. Guy has an attitude the whole way through.

Ask him to immediately ticket. Says it’s impossible and it will be “down the queue because it’s a year away”. Explain the QR ticketing time limit issue, he snaps and says “yes I know”. When asked what the time limit is he says 24 hours, I ask when it’ll be ticketed and he says “maybe 48 hours”. Doesn’t seem to make the connection.

Ask to speak to a manager and am told “yeah I want you to as you’re not listening to my advise”. Still waiting.

Real charming operation.

 

[Guvner]

My QR flights held for re-ticketing which took 8 days, hopefully you'll be OK.

 

[N860CR]

My QR flights held for re-ticketing which took 8 days, hopefully you'll be OK.

In the end I held for another hour waiting for the “manager”. Eventually disconnects. Amazingly, he calls back and what do you know, it’s been ticketed (although certainly not happily). Never did speak to said manager.

 

[Quickstatus]

OK so it’s too many people doing HUACA. It’s AFF’s fault !!

 

[Pixiechick]

Unbelievable their making platinum’s wait 2 hrs+!! I was lucky enough to get Hobart the other day in 15 min and only Bronze

What time did you call? That’s a jackpot!

 

[MEL_Traveller]

yes sometimes things work out! I waited over 50 minutes to link my booking to my husband's a couple of weeks ago. We have different bookings because I am travelling for a client and need a separate booking to support my invoice, but we wanted to sit together and I'm WP and he's LTG - so couldn't be done on line and had to call them - not because I'm stupid or love talking to Qantas representatives, simply because it was impossible to fix myself. I called before 7 am, waited 50 minutes and was served politely and efficiently by Hobart call centre.

I've had three Qantas initiated flight changes to my CBR-OOL flights for end of May - which now make the times unsuitable and need to be adjusted. Can't do that on line either - MMB says call customer service. Did that, put in WP FF# and the message said 2+ hrs wait time. I couldn't wait - had to work - wasn't offered a call back. So I just decided to not accept the change and will wait till closer to time to sort it out, hoping that in nearly 2 months from now, the call centres may have more staff - Ha! Ever the optimist.

with a platinum and gold… you could have selected a seat next to the gold… no linking required?

 

[dylarr]

with a platinum and gold… you could have selected a seat next to the gold… no linking required?

Depends whether you want to have both seated in the platinum zone. In this case, a call is required. Something I do regularly myself.

 

[Mattg]

Not sure if it's worth mentioning that this page on the QF website says to call 1300 722 040 for "urgent travel or Flight Credit queries".

The number listed on this page has now changed to 1300 659 161.

The number seems to change frequently, so perhaps a good idea to bookmark that page.

 

[pangwen]

I had thought about posting this a while ago, but had written off the taxes/points off in my mind a while back - posting now that the situation has *finally* been resolved with the help of another AFFer (not sure if they want to be identified!).

I had originally booked a return flight to Melbourne for September 2021 to attend a friend's wedding. As I'm sure you'll recall, there ended up being restrictions to travel around that time. In the weeks prior to my flight:

1. On 19/8, Qantas rescheduled my departure to MEL to be 1 hour later
2. On 26/8, Qantas then cancelled my flight from MEL back to BNE
3. On the same day (26/8), despite already cancelling my MEL-BNE, they rescheduled my BNE-MEL to leave 3 weeks later (in October)
4. Later that week, I pulled the pin and tried to cancel the entire trip and obtain a refund. Unfortunately I wasn't able to do this online for some reason (site wasn't behaving?) so I had to call.

First time I called I had to wait a couple of hours - I understood that there would be higher volumes due to everyone needing to change travel plans due to the lockdown so wasn't too annoyed yet. I was assured that the refund would be processed in the next few weeks.

About 2 months later (October), still no refund (taxes or points), so I called again. At this time, I wasn't expecting there to be a long delay, and yet I still stayed waiting on the line for hours. This new rep noted my previous refund request, and saw that it hadn't gone through, said he did something different, and the refund would come through in a few weeks.

In December, I checked again, still no refund of taxes or points. I tried calling, but the message was saying the call centre had long waiting times, so I just gave up and chalked it up as a loss of $ and points.

In January - I finally got a refund of the taxes for 1 passenger (there were two people travelling). No points refunded, and no refund of taxes for the other passenger. To be honest, I didn't notice this refund come through as it slipped my notice.

Earlier this week - I spoke to another AFFer who helped me to finally sort out the refund of the balance of the taxes and the points with Qantas. I'm happy it finally got sorted, but gosh it's been a long wait!