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

 

[MARTINE]

My little contribution can be added to both the scams thread and QANTAS so here goes. Got (legitimite) notification of a suspicious charge on my credit card notified correctly by my bank advice as to what to do ie look in my emails from secure bank login. I called them as instructed and whilst waiting (about 5 mins) first two notifications were "welcome to our call centres ..all of which are located in Australia." This was new to me. The 2nd message was apologies if credit to your account has been delayed by QANTAS!!!! Not sure what this means....Interesting

 

[love_the_life]

My little contribution can be added to both the scams thread and QANTAS so here goes. Got (legitimite) notification of a suspicious charge on my credit card notified correctly by my bank advice as to what to do ie look in my emails from secure bank login. I called them as instructed and whilst waiting (about 5 mins) first two notifications were "welcome to our call centres ..all of which are located in Australia." This was new to me. The 2nd message was apologies if credit to your account has been delayed by QANTAS!!!! Not sure what this means....Interesting

OT but could be linked to the double charging issue Qantas has had. There was some media on it with indications that it was taking quite some time to be rectified.

 

[RozInAus]

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?

Same here Ram - no email from Stephanie. Maybe some of us are not worthy for some reason.

 

[RozInAus]

Qantas starting to feel the heat. An email from Stephanie Tully presumably sent to all QFF members.

Plenty of customer blaming in it, as we've come to expect from QF:

I didn't get that email. Platinum member.

 

[RozInAus]

Thank you and thank you for this article, I couldn't agree more, this has been my experience even as a long-standing Platinum frequent flyer which got worse since I was downgraded to Lifetime Gold, I have had award flights purchased through their South African call centre but the actual ticket never issued requiring me to call again and again, and like this so much more!

Just tried these numbers. After going through the options I am told to call back later as wait time is more than two hours. No thanks.

 

[blackcat20]

They managed to ticket my booking while I was on the phone.

 

[sudoer]

I didn't get that email. Platinum member.

You need to have opted in to ‘Flight specials, news and updates’ emails in your QFF profile.

 

[wandering_fred]

As part of the ACCC request for comment on "flight credits", I took a liberal view of the definition of credit and sent in a comment on 06 Apr. I noted that the refund policy on award tickets was that points and taxes would be "refunded" if the flight was cancelled. I noted I waited 2 weeks after cancellation and then sent an email to QFF "asking to be placed in the refund queue". The reply from QFF was to call 131313 which given the hold times I considered "poor form".

It is interesting that I today received an email from Qantas Customer Service that the refund process had been started.
Would I be wandering too far to speculate that there is a connection.....
Or is it simple wandering
Fred

 

[RozInAus]

Probably better to try and contact them via Facebook and/or Twitter, rather than holding on and wasting time when you could be getting things done.

Currently awaiting a response on both FB and Twitter - still waiting, four WEEKS later.

 

[MARTINE]

Currently listening to ABC Melbourne. Ali Moore speaking w Choice who have lodged formal conplaint w ACCC re QF and their credits/vouchers

Edited to note: Choice has found QF have made it harder to use and access their rights as compared to other airlines. Henxe the focus. Poor website and call centre front and centre and push for ombud.

 

[henrus]

$1.4 billion in flight credits and many struggling to use them online... No wonder the phone queues are so bad.

 

[SydneySwan]

$1.4 billion in flight credits and many struggling to use them online... No wonder the phone queues are so bad.

I bet the Qantas accountants (plus of course AJ) are salivating at the prospect of a good chunk of these expiring unused and being added to the Qantas bottom line.

 

[henrus]

I bet the Qantas accountants (plus of course AJ) are salivating at the prospect of a good chunk of these expiring unused and being added to the Qantas bottom line.

110%

I'm sure they're not the only airline in this position. Giving people up until 2023 to use them does mean there is a fair way for QF to go.

 

[MARTINE]

110%

I'm sure they're not the only airline in this position. Giving people up until 2023 to use them does mean there is a fair way for QF to go.

Choice explained less than 10% of credits have been used

 

[wandering_fred]

110%

I'm sure they're not the only airline in this position. Giving people up until 2023 to use them does mean there is a fair way for QF to go.

Given the inability to get to the USA, American Airlines will get an easy few hundred from me.
Due to lack of wandering
Fred

 

[PineappleSkip]

Would I be wandering too far to speculate that there is a connection.....

A connection would mean an implasible level of organisation and responsveness on Qantas’ part.

cheers skip

 

[Pixiechick]

RE: USA and American. I ticketed my flights with American as, for the exact same seats (flying QF11/12 with AA connections), the fare was approximately 25% cheaper than booking on QF. I put my QFF number in so will get the same status/points as if ticketed on QF (although strongly considering changing the trip to AA points as redeeming QFF is impossible).

Last night I jumped on AA and did the online chat with an agent. Wait time: 10 seconds. Real person, not bot. Answered a few questions but couldn’t do anything as it’s a TA booking but said in the 72 hours before scheduled they would be able to make changes, etc.

Looked at the past 2 weeks’ flights and QF11 has been delayed daily by hours. AA72 has left pretty much on time.

It’s become a no brainer.

 

[RAM]

Well didn't manage to get the flight change I wanted but I did finally get an e-ticket.

You did check that the destination & details are correct.....?

 

[RAM]

I bet the Qantas accountants (plus of course AJ) are salivating at the prospect of a good chunk of these expiring unused and being added to the Qantas bottom line.

SydneySwan PLEASE correct your post for such a rookie error! I am surprised at you....

'...added to the Qantas bottom line.'

should be corrected to:

"..added to the Qantas Senior Executive bonus pool."

Please, no more rookie errors!

 

[blackcat20]

You did check that the destination & details are correct.....?

Of course, dates/times/flights all correct. The agent didn't make any changes as they weren't able to book the earlier flight I wanted.