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

 

[am0985]

No promises, but this might be helpful....

My understanding (from unofficial sources) is that there is a priority phone number that airport staff give to passengers which rotates every few weeks. One such number is 1300 134 502. It was made available a few months ago, but does still seems to work

Called this number, got through after an hour, got reasonably good assistance as well as a bit of a ticking off for using the number. Anyway request for flight change has now been logged with OW service desk. So job done for now...just need to wait on outcome.

 

[Pom-DownUnder]

No promises, but this might be helpful....

My understanding (from unofficial sources) is that there is a priority phone number that airport staff give to passengers which rotates every few weeks. One such number is 1300 134 502. It was made available a few months ago, but does still seems to work

Thank you for that, waited about 90 minutes and got a little bit of hesitancy but that dissipated when I explained how it was their fault not mine and all sorted fairly quickly after that.

 

[DC3]

… Just say that some random airport staff member in some random port, gave you the number because you turned up there because you couldn't get anyone to answer the phone.

How long before someone blurts out that they got this number from Australian Frequent Flyer forums, and to make up a story about how they got it?

And then comes back here to post what they did and how they copped a right earful.

 

[TheInsider]

How long before someone blurts out that they got this number from Australian Frequent Flyer forums, and to make up a story about how they got it?

And then comes back here to post what they did and how they copped a right earful.

Well QF can't expect different if they activally gave out the number to passengers on day of ops for quicker service. I feel for the staff, but this unserstaffing for the contact centre has been happening for years and they have also removed all airport sales counters.

 

[VPS]

Pardon my ignorance, but I'm a total newbie (never had to call customer care before). Qantas cancelled my flights and offered flight credits, but I can't use them, because Qantas doesn't seem to fly that route anymore. My credits are valid till the end of October 2022, but I don't think I can use them because I paid quite a lot of money for my tickets, and Qantas doesn't allow me to redeem my credits for a lower value ticket.

Is a phone call to their coughpy customer care number the only way to get a refund? Even their online chat seems to have become defunct. Since I don't have status, I am pretty sure they will never answer my call (tried holding for close to 7 hours, no use). Once this COVID nonsense settles down, is it possible to visit the local Qantas office to initiate a refund request?

Sorry if I seem daft, I just don't want Qantas to gobble up my hard earned money when I have no damn use for their stupid flight credits.

Thank you

Welcome to AFF - sorry but I think you will have to call. You could try using social media but that is hit and miss.

It's sad their is no QF rep on here anymore although I noticed they responded to something on Facebook Groups which isn't even an official site

Does anyone know if the texting service is still working

 

[Zanzara]

Unfortunately this hasn't been possible for a long time. I could be wrong, but I think one of the last saviours, such as ticket desks at Airports (staffed by people that were trained and actually knew what they were doing) were chopped under the last lot of efficiency/cost saving measures.

is it possible to visit the local Qantas office to initiate a refund request?

 

[TheInsider]

Unfortunately this hasn't been possible for a long time. I could be wrong, but I think one of the last saviours, such as ticket desks at Airports (staffed by people that were trained and actually knew what they were doing) were chopped under the last lot of efficiency/cost saving measures.

Nope, completely gone. Unless for International travel in International terminals for day of ops.

 

[Spacetravel]

Called twice today:
Status: Gold
Number Called: 13 13 13
Options Selected: 2 (existing booking), 5 (you want to change an upcoming flight), 1 (International)
Time Called: 3:23PM (AEDT)
Wait time: Voice said 30 min, received call back after 1 hour
Call back offered: Y

Status: Gold
Number Called: 13 13 13
Options Selected: 2 (existing booking), 5 (you want to change an upcoming flight), 1 (International)
Time Called: 4:18PM (AEDT)
Wait time: Voice said 15 min, received call back at 20 min (pretty good!)
Call back offered: Y

 

[DC3]

Called twice today:
Status: Gold
Number Called: 13 13 13
Options Selected: 2 (existing booking), 5 (you want to change an upcoming flight), 1 (International)
Time Called: 3:23PM (AEDT)
Wait time: Voice said 30 min, received call back after 1 hour
Call back offered: Y

Status: Gold
Number Called: 13 13 13
Options Selected: 2 (existing booking), 5 (you want to change an upcoming flight), 1 (International)
Time Called: 4:18PM (AEDT)
Wait time: Voice said 15 min, received call back at 20 min (pretty good!)
Call back offered: Y

Everyone was drowning their sorrows after their Melbourne Cup losses. Probably only a few capable of coherently contacting the Call Centre this afternoon.

 

[Must...Fly!]

Everyone was drowning their sorrows after their Melbourne Cup losses. Probably only a few capable of coherently contacting the Call Centre this afternoon.

I won the sweep at work...does that mean I get instant answer for the rest of the day...?

 

[DC3]

I won the sweep at work...does that mean I get instant answer for the rest of the day...?

Winners are Grinners. Yes?

 

[Must...Fly!]

Winners are Grinners. Yes?

I tried, it doesn't work

 

[Pom-DownUnder]

on a separate note, they changed my flights on sunday, i can see it changed in the 'my bookings' area on the qantas site. however no email ticket so i'm assuming this means it hasnt been 'ticketed' yet?

should i leave this be or chase someone up regarding it? and if so ... phone / contact us / text etc?

 

[Berlin]

on a separate note, they changed my flights on sunday, i can see it changed in the 'my bookings' area on the qantas site. however no email ticket so i'm assuming this means it hasnt been 'ticketed' yet?

should i leave this be or chase someone up regarding it? and if so ... phone / contact us / text etc?

I've hardly ever received another email ticket once flights have been changed automatically (unless done by the call centre upon request) and this has happened a lot recently. As long as it's updated on the QF app, that should be sufficient in my experience- I'd take a screen shot of the changed flights on my phone too, just in case...

 

[Telemachus]

on a separate note, they changed my flights on sunday, i can see it changed in the 'my bookings' area on the qantas site. however no email ticket so i'm assuming this means it hasnt been 'ticketed' yet?

should i leave this be or chase someone up regarding it? and if so ... phone / contact us / text etc?

Try just going back into QF 'My Bookings', select the relevant booking then click on 'Resend tax invoice' towards the bottom of the menu options on left side of screen. This will generate a resend of your e-ticket which should reflect the changes made: I've just tested it on my own booking.

This is about your MAN-DXB-SIN-MEL itinerary, mostly on EK, isn't it? If so, to be doubly sure, you may want to put either the QF or EK booking ref into Manage Booking on the EK site, ensure all flights are showing as confirmed, and click on the link 'email this itinerary'.

So absolutely no need to re-enter the fray in the phone queue marathon: bit worried re your BP if you had to phone QF yet again.

 

[TheInsider]

I would highly suggest for people calling up, to complain about the terrible service.

Customer care feedback form | Qantas AU

Use this form to give Qantas feedback on your experience with Flights, Baggage, Check-in, Before you travel, Qantas Frequent Flyer and more.

www.qantas.com

 

[wenglock.mok]

I have a second-hand anecdote from a friend, who rang up to change a very straightforward round-trip to the US, to one that went to Europe instead (from SYD-LAX-SYD to SYD-FRA-SYD). He merely asked for a quotation on the fare difference, and then said thank you without actually asking for, or giving the authority for anything to be changed. Somehow, the agent actually changed the booking, causing the e-ticket to then be out of sync with the actual booking itself and leading to a big mess.

In all my interactions in the past, without actually giving them permission to go ahead with the change, are they not supposed to revert your booking back to what it was? I'm afraid to say the service levels coming out of that call centre are truly shocking.

 

[MEL_Traveller]

I have a second-hand anecdote from a friend, who rang up to change a very straightforward round-trip to the US, to one that went to Europe instead (from SYD-LAX-SYD to SYD-FRA-SYD). He merely asked for a quotation on the fare difference, and then said thank you without actually asking for, or giving the authority for anything to be changed. Somehow, the agent actually changed the booking, causing the e-ticket to then be out of sync with the actual booking itself and leading to a big mess.

In all my interactions in the past, without actually giving them permission to go ahead with the change, are they not supposed to revert your booking back to what it was? I'm afraid to say the service levels coming out of that call centre are truly shocking.

I believe the calls are recorded? That might be of help if they can't sort this out easily.

 

[wenglock.mok]

I believe the calls are recorded? That might be of help if they can't sort this out easily.

He gave up in the end and cancelled his booking online, which converted almost instantly to a flight credit and landed in his account (credit where credit is due). That could then be used straightaway to make another booking on the website.

After having waited an inordinate amount of time on the phone, I don't think he was terribly keen to give them another ring again.

 

[DC3]

… He merely asked for a quotation on the fare difference, and then said thank you without actually asking for, or giving the authority for anything to be changed …

Did he say “quotation”?

Well, quo-ta-tion has more than two syllables. There’s a potential issue at two of the overseas Call Centres.