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

 

[ozflier]

I called at 0730 and requested a call back.

 

[Ade]

I called at 0730 and requested a call back.

I sometimes had luck calling late in the night, say after 10 PM AU time. But the only catch is, you end up with SA call centre ... In my experience, they are really good in dealing with the text book stuff, but for the more complex stuff, it's better to wait & call AM AU hours ... so much easier to explain & get things done.

Again, this has been my personal experience ... someone might have had a different/opposite experience too

 

[blackcat20]

The one thing I did notice on my call the other day was that when he put me "on hold" he didn't actually put me on hold. Avoiding the hang up issue perhaps?

 

[Ade]

The one thing I did notice on my call the other day was that when he put me "on hold" he didn't actually put me on hold. Avoiding the hang up issue perhaps?

Perhaps ... better to be safe than sorry ... I'm sure it will be super frustrating if the call gets dropped after 7 hours waiting to be connected ...

Last night the SA CC did put my friend on hold ... I was with him for the entire duration ... they put him on hold at least a few times ... didn't seem to have the call drop issue ..

However, I wonder, when the call get's connected the agent can see your profile, bookings, contact details etc .. why not they ask (or say) that if the line gets disconnected for any reason what-so-ever, we will give you a call back on the number listed on your profile. Are you happy with this or is there any alternate number where we can call you?

 

[Anna]

I only tried calling QF on landlines. I never had a drop out issue. Just the ridiculous waiting times.

 

[blackcat20]

Perhaps ... better to be safe than sorry ... I'm sure it will be super frustrating if the call gets dropped after 7 hours waiting to be connected ...

Last night the SA CC did put my friend on hold ... I was with him for the entire duration ... they put him on hold at least a few times ... didn't seem to have the call drop issue ..

However, I wonder, when the call get's connected the agent can see your profile, bookings, contact details etc .. why not they ask (or say) that if the line gets disconnected for any reason what-so-ever, we will give you a call back on the number listed on your profile. Are you happy with this or is there any alternate number where we can call you?

We dealt with an agent a few months ago that called back multiple times, particularly after we missed the call, to get a booking sorted. So there are good agents around.

Post automatically merged: Apr 13, 2022

I only tried calling QF on landlines. I never had a drop out issue. Just the ridiculous waiting times.

We don't even have a plug for a landline.

 

[Ade]

So there are good agents around.

Yes!! There are ... credit where credits due ... I have had some agents who call twice before giving up, if I didn't answer the phone for the call back.

If I remember correctly, the automatic voice, when you request a call back, said "We will call you twice, just in case we missed you the first time". I don't hear that no more though ..

Post automatically merged: Apr 13, 2022

We don't even have a plug for a landline

What is a plug ... more importantly, what is a landline? Is it like drawing a line on the sand? JK

 

[ChrisMars]

Day of week	Monday
Time of call	06:53pm AEDT
Number used	131211
Status	WP
Hold time	1h42min until I gave up. No call back options. Quoted 1h to 2h
Call Centre (if known)
Matter resolved	No
Details	Tried to call to make a qantas metal international booking that required two domestic seats to be released. The international seats were gone before I could talk to someone. Should have booked online, and amend the flight via call center. Lesson learned.

 

[Ade]

131211

Is this a special WP line? I always use 13 13 13 ...

 

[ChrisMars]

Day of week	Wednesday
Time of call	08:09am AEDT
Number used	131211
Status	WP
Hold time	~ 20 min. No call back options, no time quoted.
Call Centre (if known)	Unsure
Matter resolved	Yes
Details	Called to release two domestic seats for a qantas metal international award I was booking online while being on hold. I failed to pay the online flight, but got a booking reference number, and I could complete the transaction over the phone. About 1h of on hold time with agent to get the booking succesfully in their system. Ask to get it ticketed, and on hold an extra 1h before it got ticketed. Was told some IT issues this morning.

Post automatically merged: Apr 13, 2022

Is this a special WP line? I always use 13 13 13 ...

I think it all goes to the same queue, but I think 131211 is the number printed on my card. Need to input qantas frequent flyer number etc... anyway.

 

[RAM]

What?! Another 'new' platform?............

Of course not!

Just another 'enhancement'!

 

[dylarr]

131211 is the number printed on the back of WP membership cards and historically was the number for the premium desk but realistically it hasn't mattered which number you use for years now as the FF # and PIN authentication system will triage you to the appropriate queue regardless of number used.

 

[Pixiechick]

Hi All. Hoping the brains trust can help me. I'm on QF11 on Saturday (zeroed out, but so is the whole rest of next week... no cancellation yet... I think they just stopped bookings to keep up). Pretty much every QF11 flight over the past 2-3 weeks has been delayed, and am resigned to missing my connection in LAX. I'm ticketed on AA, so at least I don't have to rely on the QF CC to fix that.

No issue other than a bit of frustration if the flight is delayed by an hour or two, but I note that tomorrow's flight is already delayed by 11 hours (leaving 9:30pm instead of scheduled 10:15am). It's noted somewhere (can't remember where) that passengers still have to go to the airport for check-in at the original scheduled time for the original 10:15am departure. REALLY? Would passengers really have to go check in and wait at the airport for 15 hours on the off chance the flight leaves before 9:30pm?

Yes, I'm a bit anxious about this whole thing primarily because I'm out of practice (even if it is the pointy end of the plane). Being prepared helps me deal a bit better

 

[RichardMEL]

AA sould look after you at LAX no matter what. Pre pandemic the oneworld connection service run by AA was pretty good. I had instances of being met off AA flights with QF BP's and a really integrated operation. I hope that specific service is there because it was dedicated for exactly these kinds of situations. At least you have options on an AA ticket out of LAX and don't have to deal with QF about it. good luck!

 

[antycbr]

Hi All. Hoping the brains trust can help me. I'm on QF11 on Saturday (zeroed out, but so is the whole rest of next week... no cancellation yet... I think they just stopped bookings to keep up). Pretty much every QF11 flight over the past 2-3 weeks has been delayed, and am resigned to missing my connection in LAX. I'm ticketed on AA, so at least I don't have to rely on the QF CC to fix that.

No issue other than a bit of frustration if the flight is delayed by an hour or two, but I note that tomorrow's flight is already delayed by 11 hours (leaving 9:30pm instead of scheduled 10:15am). It's noted somewhere (can't remember where) that passengers still have to go to the airport for check-in at the original scheduled time for the original 10:15am departure. REALLY? Would passengers really have to go check in and wait at the airport for 15 hours on the off chance the flight leaves before 9:30pm?

Yes, I'm a bit anxious about this whole thing primarily because I'm out of practice (even if it is the pointy end of the plane). Being prepared helps me deal a bit better

Although if you have 15 hours in the lounge you could try to bankrupt QF through drinking and eating as much as humanly possible.

 

[jpp42]

Day of week	Wednesday
Time of call	12:16 PM AEDT
Number used	131313
Status	WP
Hold time	~ 1 min
Call Centre (if known)	Unsure (Fiji?)
Matter resolved	Unsure
Details	Called to use a Qantas travel credit on a Jetstar flight. Didn't even get my cup of tea made before call was answered by a woman with an accent I don't quite recognise, but wasn't Filipina or South African, so maybe Fijian. After being advised there were no seats at all on the flight, despite "8 at this price" (which was low) available on the JQ web site, she found a way to do it. I was charged a fare difference above my credit that amounted to $120 more than the Jetstar fare, of course without any of the bolt-ons. More concerningly, the agent later said the booking was "unconfirmed" and would be canceled due to there being no seats available (??), and advised me to abandon the whole thing. So far the flight is still showing in both QF and JQ MMB, but I am unsure how to tell if it has actually been ticketed or not. (Status is listed as "Confirmed" in the QF MMB page.)

 

[Guvner]

Details	So far the flight is still showing in both QF and JQ MMB, but I am unsure how to tell if it has actually been ticketed or not. (Status is listed as "Confirmed" in the QF MMB page.)

Download "CheckMyTrip" from Apple/Google app stores. Whack in your QF PNR/Booking Reference (6 characters) and if there's an e-ticket you'll see it under Passenger Details.

 

[AstroBBoy]

Download "CheckMyTrip" from Apple/Google app stores. Whack in your QF PNR/Booking Reference (6 characters) and if there's an e-ticket you'll see it under Passenger Details.

I've always felt a bit weird about that site/app... its the one that you send off your itinerary emails to right?

 

[RichardMEL]

Just be sure it's CheckMyTrip from Amadeus..... That is legit

 

[jpp42]

Download "CheckMyTrip" from Apple/Google app stores. Whack in your QF PNR/Booking Reference (6 characters) and if there's an e-ticket you'll see it under Passenger Details.

Thanks, a bit later the traveller who I was booking on behalf of, received the Qantas E-Ticket email which has the e-ticket number and everything looks okay. So much for the agent's explanation that the flight was about to be cancelled and hence the ticket would never be issued. I'm still a bit salty that we paid $50 more than the highest possible Jetstar bundle and don't have a meal or assigned seat (turns out the ticket does have 23kg baggage).