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

 

[bussyboy]

You're probably better off giving the change booking function a try in MMB.

I've tried, was hoping there was some Bronze restriction the operator would work around.

I'll try at 27,13, and 6 days out, failing that, paid upgrade at check in perhaps

 

[alexczarn]

Day of week	Wednesday
Time of call	1815ACDT
Number used	131313
Status	Bronze
Hold time	2 hours 45
Call Centre (if known)	no idea
Matter resolved	I think
Details	MMB not allowing me to cancel flights; so had to ring to get booking cancelled. No idea how PayPal refunds work with QF so fingers crossed.

 

[NickCorr]

Day of week	Thursday
Time of call	1050AEST
Number used	1300 659 115
Status	Gold
Hold time	About 1 minute to answer 40 minutes overall.
Call Centre (if known)	South Africa
Matter resolved	Yes
Details	Problems with credit voucher. Tickets were not being issued, turns out there was a small refund that needed to be actioned and once that was done the ticketing emails arrived. However was not able to see the booking in Qantas website or app. They had to add my frequent flyer number to the booking and then make a few other changes so that the flights could be managed. All mostly working now.

 

[Inuniform]

Day of week	Thursday
Time of call	0830 and 1024 called back at 1012 and 1304 AEDT
Number used	13 13 13
Status	Bronze
Hold time	Offered call back both times
Call Centre (if known)	I believe Fiji but could not confirm
Matter resolved	No
Details	Trying to add a flight to an existing OWA booking. First CSR suggested paying cash for the added flight instead of using more points despite my booking already maxing out at 318000 points already!!? I explained what I needed and that as a OWA I would be paying for the differences in taxes only. The CSR put me on hold to check for flight availability. On hold for approximately 5 minutes (no hold music) before being cut off. Following another call back request and 2.5 hours later, spoke to another CSR. They advised me that a change fee was applicable for my request. I’m immediately doubtful of receiving any real assistance at this point. I explain the change fees are being waived at the moment and this is later confirmed with an apology. I provide the flight number with times to be added to my itinerary. I’m put on hold so that availability can be confirmed. On hold for about 5 minutes before I am hung up on again. A massive waste of my time and I have achieved nothing, back to square one. Unfortunately, I am not terribly surprised.

 

[bussyboy]

Slightly off-topic - move if there's a more relevant thread - but those here who have requested refunds for cancelled flights, is it actually happening in the 4-6 weeks quoted by the call centre?

 

[sudoer]

those here who have requested refunds for cancelled flights, is it actually happening in the 4-6 weeks quoted by the call centre?

No. They are still not processing refunds within 8 weeks. You can call at the 8 week mark to join the "priority queue" (more discussion on this a few pages back)

 

[bussyboy]

No. They are still not processing refunds within 8 weeks. You can call at the 8 week mark to join the "priority queue" (more discussion on this a few pages back)

Thanks for the heads up I'll keep on it. Hopefully the $0 invoice issue is someone trying to implement an automated fix and all the money will flow soon!

 

[TheInsider]

Off topic. But:

https://twitter.com/x/status/1496787601197449223

 

[Mumanddad]

Into the third hour on hold with Qantas.......

Trying to book biz rewards flight home from Rome in November, spent most of the day yesterday and first thing this morning trying to find combinations. Found several that will work, but each time I got to the booking page I got the dreaded "an error has occurred......" It is error code 4002[7597] if anyone can help.

Just wondering if the problem lies with starting the booking from Rome.

 

[Scr77]

Into the third hour on hold with Qantas.......

Trying to book biz rewards flight home from Rome in November, spent most of the day yesterday and first thing this morning trying to find combinations. Found several that will work, but each time I got to the booking page I got the dreaded "an error has occurred......" It is error code 4002[7597] if anyone can help.

Just wondering if the problem lies with starting the booking from Rome.

I’ve had an agent tell me “it because you use multi city”. Not sure I believe, but can you get the result you want using one way search? BTW the agent could book what I couldn’t.

 

[FlyingFiona]

I had this happened to me when I used Multi-City. I ended up booking the leg that was the most crucial in terms of availability, then I rang and asked them to add in the other legs (this took a couple of phone calls to find an agent competent enough to do it). And then I rang back a bazillion times more to get the the ruddy thing actually ticketed before the "reserved" legs dropped off the booking.

 

[Mumanddad]

I’ve had an agent tell me “it because you use multi city”. Not sure I believe, but can you get the result you want using one way search? BTW the agent could book what I couldn’t.

Thanks for that, when I try one-way search if lucky it comes up with economy flights only, we are bronze so need to do the hard yards in multi to find flights.

Still on hold - using two phones now, one with the regular number and the other one listed at the top of the page.

 

[Mumanddad]

Still on hold - using two phones now, one with the regular number and the other one listed at the top of the page.

All sorted, they were able to do the booking from their end (Fiji call centre). Two flights home will be great, much better than the four on the outward leg.

 

[Scr77]

All sorted, they were able to do the booking from their end (Fiji call centre). Two flights home will be great, much better than the four on the outward leg.

Great. Just make sure an eTicket shows up.

 

[jakeseven7]

Off topic. But:

https://twitter.com/x/status/1496787601197449223

Have given up with SQ call centre I just wait online for 1-2 hours, it’s less annoying

 

[monkey619]

I have been having issues with ticketing delays with Qantas and have called both the normal number and priority number a few times and each time they say the problem is fixed and it isn't. Every time I call and they make changes does it go to the back of a manual queue? Am I better off simply waiting for it to be manual ticketing to happen?

 

[Scr77]

I have been having issues with ticketing delays with Qantas and have called both the normal number and priority number a few times and each time they say the problem is fixed and it isn't. Every time I call and they make changes does it go to the back of a manual queue? Am I better off simply waiting for it to be manual ticketing to happen?

Some would say wait. But I worry that if it doesn’t get ticketed, I don’t want to be waiting hrs On the phone a week before the flight.

 

[MEL_Traveller]

I have been having issues with ticketing delays with Qantas and have called both the normal number and priority number a few times and each time they say the problem is fixed and it isn't. Every time I call and they make changes does it go to the back of a manual queue? Am I better off simply waiting for it to be manual ticketing to happen?

If it is for travel on Qantas only then no problems and no need to chase the ticketing. No matter what, Qantas can always create an award seat to get you on a flight.

 

[sudoer]

Day of week	Saturday
Time of call	1255 AEDT
Number used	13 12 11
Status	Platinum
Hold time	Quoted 30-60 minutes, opted for callback, received call 1h45m later
Call Centre (if known)	Possibly Hobart? Sounded Aussie
Matter resolved	Yes
Details	Needed to add a flight to an existing classic award booking. Rep was very friendly & knowledgable, took less than 4min for them to pull up booking, work out what needed to happen, confirm availability and calculate additional points & taxes (none!). Ticket came through about an hour later.

 

[Port Power]

I have been having issues with ticketing delays with Qantas and have called both the normal number and priority number a few times and each time they say the problem is fixed and it isn't. Every time I call and they make changes does it go to the back of a manual queue? Am I better off simply waiting for it to be manual ticketing to happen?

I have had many flight changes where I do not receive an e-ticket. The flight is in "my bookings", so that's all I need.