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

 

[TheInsider]

It's puzzling why people persist with Qantas. A form of Stockholm Syndrome (or Melbourne Syndrome, as it is now known) perhaps.

Maybe because a call centre is just ONE aspect for a handful of people. Also because not every single person that travels on Qantas actually calls the call centre. Quite narrow thinking there tbh.

And seriously, 'Melbourne Syndrome'? Pfft.

 

[SOPOOR]

Like others, between me and several friends, we wasted 46hrs trying to get through to the call centre.

I booked a points plus on one world via my QFF login. it was BKK HKG MEL. one of the legs BKK-HKG was canceled. Not that I was advised, I had to find out when I tried to allocate my seats.

Then I couldn't log in again and was advised to reset my login using my Aussie Phone or call. no hope. Bkk office didnt exist, the toll free numbers only work from land lines. (Remember them) so $26 worth of Skype later. still no answer.

Finally got through to a Cathay Pacific (HKG-MEL leg) operator, who somehow worked her magic.

The only response I have ever gotten was via the Twitter app, when I complained bitterly.

Later speaking to a relative who got her QF redundancy in June 2020, after 30 years, she told me she wasnt surprised as the were actually clearing out long term employees because their employee benefits were much better than new (and less experienced) employees.

It will cost Qantas heaps going forward. I for one won't be fussed with us flying with them in the future.

I think it's because the ceos bonus isn't big enough

 

[Guvner]

And seriously, 'Melbourne Syndrome'? Pfft.

Close cousin to the Sydney Syndrome whereby Sydneysiders constantly compare every aspect of their city/lifestyle to Melbourne, whilst everybody else just gets on with life.

 

[vicsta]

Some things don't change.
I remember about 9 years ago, there was an article about someone who tried calling the Qantas call centre and was left on hold for two days.

The funniest part about that story was when I was transiting at the Etihad lounge in Abu Dhabi a few days later... and found this story about the Qantas call centre was FRONT PAGE NEWS in one of the Arab papers!

 

[Peso]

Changing international flight dates again due to positive border updates.

1300304318 - hung up after 27 minutes on hold when I realised the priority number has been changed
131313 - offered a callback, received it after 30 minutes though by then I no longer need their services
1300134502 - go through in 3 minutes, changes took 6 minutes

 

[Guvner]

Some things don't change.
I remember about 9 years ago, there was an article about someone who tried calling the Qantas call centre and was left on hold for two days.

The funniest part about that story was when I was transiting at the Etihad lounge in Abu Dhabi a few days later... and found this story about the Qantas call centre was FRONT PAGE NEWS in one of the Arab papers!

No doubt one of the newspapers Qantas didn't advertise in.

 

[jakeseven7]

If Qantas made it possible to do simple things like date changes on-line surely that would ease the call loads they get. Make the changes and pay whatever fare difference and fees. Can't be that hard.

You can….

 

[Mattg]

You can….

Well, you can... until you can't and the website tells you that you have to call.

This unfortunately happens more frequently than it should (as is well documented in this thread).

 

[jakeseven7]

Well, you can... until you can't and the website tells you that you have to call.

This unfortunately happens more frequently than it should (as is well documented in this thread).

I do feel sorry for those who aren’t able to change their flights online. Personally I’ve never had that issue occur to me apart from once when I booked using Expedia and had to call them

 

[Dvg]

Imagine if senior managers from Virgin were reading this thread and said “ let’s do a Status Match” wow would that wake Qantas up…
Yes I know I’m dreaming

 

[RAM]

Imagine if senior managers from Virgin were reading this thread and said “ let’s do a Status Match” wow would that wake Qantas up…
Yes I know I’m dreaming

I expect the uncertainty with VA II's International seat availability on SIA/EY vs Q's own (rare operated) routes to the UK instead of changing to Emirates - may not make it such a grand exercise for VA. Yet.

However, if considering using (partner) Hawaiian Airlines to Hawaii or US ($919 fare offer late last week with multiple stopovers free of charge - SYD/HNL/LA/HNL/SYD for 4 date periods in 2022) - then VFF redemption seats in Y & J are plentiful throughout late Jan/Feb/Mar.

 

[RichardMEL]

Imagine if senior managers from Virgin were reading this thread and said “ let’s do a Status Match” wow would that wake Qantas up…
Yes I know I’m dreaming

OT but probably not that much tbh.

Consider different groups of customers:

- cheap fares fliers - BFOD, will swing depending on the dollar. don't care
- casual flyers - may chop and change based on bad exerieces and/or buy based on a good deal or other requirement - do not fly enough for status and thus not going to be interested.
- high status/yield customers - YES, you probably can grab some of these folks UNLESS they are tied to the mothership by corporate contracts/travel policies/status handcuffs/network strength - eg if VA and few partners can't get you to destinations that QF/partners can and do then VA won't work.
However if you're high enough in the tree and of "value" to QF (eg: CL, P1 etc) you probably have not had to deal with the horrendous wait times and overall have reasonable experiences dealing with QF.
- medium tiers (eg Gold, Plat) - as above, but VA could potentially sway more of these folks, who are likely responsible for a fair bit of QF yield. However is VA in a position to cater to these folks? they indicated they would not go after "business" flyers, and while the talk of a new domestic J seat and whatever are around there's still the issues above - eg can VA compete on network reach inc partners? Obviously subjective. Also a fair number with status will also be on the employers dime too so may not have much choice in the matter.

The other thing is VA is still quite fragile financially I imagine. we saw capacity wares and the like pre-pandemic more or less put couple of nails in the coffin. VA ma be a bit shy right now to poke the bear (specially if they have to fight Rex and potentially Bonza too) by a heavy campaign to poach QF customers.

it could happen, but I imagine VA is more interested in consolidation and smart protection of their market share as we come out (hopefully) of the pandemic.

but yes, you'd think folks at VA would be thinking how can we take advantage of this situation? You'd think heads in Mascot would also be thinking about it, but I bet the people who do care are powerless to make real change and the senior management probably reckon oh the call center wait times is less of a priority because you know.. if you have to call them up, they HAVE the punters money already.. not trying to sell you more. (sad to say). A bit like you get all the promises in the world by sales types for whatever product or service.. then you sign up and suddenly it's not always "as advertised" but by then it's too late. We can all think of multiple examples of this in multiple sectors...

 

[Greg555]

Maybe because a call centre is just ONE aspect for a handful of people. Also because not every single person that travels on Qantas actually calls the call centre. Quite narrow thinking there tbh.

And seriously, 'Melbourne Syndrome'? Pfft.

Written, spoken and authorised by A Joyce....

 

[kpc]

Wonder why reporters don't put this issue to AJ at one of the many press conferences he attends?

 

[MEL_Traveller]

Then I couldn't log in again and was advised to reset my login using my Aussie Phone or call. no hope. Bkk office didnt exist, the toll free numbers only work from land lines. (Remember them) so $26 worth of Skype later. still no answer.

Unless things have changed you should be able to call the USA toll free number on skype, for free. The USA number will divert IIRC.

 

[skinpete]

I flew Qantas a couple of times and booked a trip with them during Covid which was cancelled and took arguments and 3 months to refund, plus had all the long wait times on the phone etc (despite the gold membership they provided to try to win my custom).
After a decade as Virgin Platinum with nothing but great service it makes no sense to me to continue with Qantas. Everthing is geared for shareholder return. They know what they're doing..It's a mature company. They've figured out the balance of customer service and profit that gives them the best return. I'll buy some shares but leave the flying to others!

 

[Pagans]

I'd like to apologise to Telstra for thinking they had the worst customer service.

 

[RAM]

Wonder why reporters don't put this issue to AJ at one of the many press conferences he attends?

They are scared, as are the few industry commentators/service providers/analysts.

I did some detailed work after Q grounded the fleet a few years back now and then wrote off a (then) massive amount which I proved could only have been done if they revalued their 'new purchased aircraft' from the price they paid up to 'list price'.

Several different 'experts' asked for my detailed work (covering every aircraft in Q's fleet from delivery onwards). All agreed I was correct and it helped explain Q's 'profitability' etc. None would run with it.

When I asked why not? Almost the same response was given - "Australia's a very small pond with one big fish that we rely on for business."

Nobody was willing to be cut-off by Q.

With reporters there is the threat that Q will shift advertising away from their stable - job security is almost non-existent in journalism these days. Not that Q would ever threaten to do that of course.

 

[Danger]

Are you getting your money back faster as a result?

Any obvious change in your interactions with QF? Faster refunds now? Blacklisted?

I wonder what would happen if QF started getting lots of chargebacks?

Maybe if the credit providers started leaning on QF, things might speed up.

The chargebacks have been with Amex. A business day or two after lodging the dispute, I get a credit from Amex for the full amount. It will be interesting to see if Amex takes the same approach when I do a chargeback against Amex itself later in the week for taking more than two weeks to refund the cash portion of my cancelled Qantas booking using the $450 voucher.

I've not noticed any difference in interactions with Qantas.

 

[jakeseven7]

I flew Qantas a couple of times and booked a trip with them during Covid which was cancelled and took arguments and 3 months to refund, plus had all the long wait times on the phone etc (despite the gold membership they provided to try to win my custom).
After a decade as Virgin Platinum with nothing but great service it makes no sense to me to continue with Qantas. Everthing is geared for shareholder return. They know what they're doing..It's a mature company. They've figured out the balance of customer service and profit that gives them the best return. I'll buy some shares but leave the flying to others!

Yes the domestic alternatives are definitely not as interested in delivering any returns to shareholders at all (well apart from Rexy props) - this is very true!! Maybe you will have more luck with Bonza!