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

 

[Pablo]

I wish I had of checked this thread sooner. Just spent 1hr 56mins on hold as a Platinum to change a fully flex J ticket. I think I've spent 10 hours on the phone to Qantas in the past 2 weeks changing flights because of COVID issues.

 

[Danger]

I got this number in an email, 1300 659 116 for those whose flights Qantas has cancelled and were travelling in the next 7 days.
I rang at 1PM & 3PM - both times my call was answered straight away and my refunds were processed without drama... I do have one more refund to sort, I hope I haven't shot myself in the foot by giving out this number that works...

Coming on 90 minutes on hold for me with this number right now.

Thanks, that number was great. After spending countless hours on hold, I was able to get through to Qantas and a lovely South African lady helped me out and now my F flight is ticketed. Super happy.

Which number?

 

[dylarr]

Day of week	Saturday
Time of call	12:30am
Number used	13 12 11
Status	Platinum
Hold time	Quoted "over two hours"
Call Centre (if known)	N/A
Matter resolved	No. Just hung up after I heard the hold time.
Details	N/A

 

[Anna]

Got the same on 131211 at 5.48am Saturday and hung up.

Am now trying the 'priority' number from this thread and no joy there either yet - on hold 10 minutes so far. No wait time was announced at the start of the call.

QF has around $350 of mine in a flight credit that I can't use online. I have no choice but to ring them to use it.

Have been WP for years and have never had this much trouble contacting QF before. This is ridiculous. It is certainly not making me want to make any DSC bookings under their new offer.

 

[Stusipad]

Day of week	Saturday
Time of call	7:30am
Number used	13 13 13
Status	Silver
Hold time	5mins
Call Centre (if known)	Fiji
Matter resolved	Maybe.
Details	Got an attendant called Hannah who was excellent. I was chasing up a non ticketed OWA leg and she understood what had happened right away. Manual ticketing request sent to Ticketing Team. Fingers crossed!

 

[Stusipad]

Day of week	Wednesday
Time of call	7:00pm
Number used	13 13 13
Status	Silver
Hold time	4.6hrs total
Call Centre (if known)	Fiji
Matter resolved	Maybe.
Details	Flight change on OWA leg due to cancellation of a flight. Had to come up with an alternative myself and the attendant (who was pretty hopeless) didn't seem to have ticketed it properly (hence my post above chasing it up again). 2hrs to get call answered, then a while explaining what the issue was (and being understood) and then was placed on hold while they sorted it for nearly 2.5hrs! Was about to HUACA when she came back and reported the issue would now be resolved.

 

[Anna]

Called 131211 over an hour ago, the recorded message said the wait time was between 30mins - an hour. Still waiting on hold .....

 

[Burgo]

Called 131211 over an hour ago, the recorded message said the wait time was between 30mins - an hour. Still waiting on hold .....

I called 131211 yesterday afternoon, estimated wait time was 2 hours but the system offered to hold my place in the queue and call-back when at the front of the queue. I got the call-back and my changes were promptly made.

Whilst not as good an experience as having my call immediately answered, it was much better than waiting on for an agent.

 

[Anna]

Day of week	Saturday
Time of call	7.30am
Number used	13 12 11
Hold time	75 minutes despite recorded voice saying wait time 30 - 60 minutes, then another 30 minutes on the call including more waiting on hold while the agent spoke to 2 different 'teams'
Call Centre (if known)	Not known but the very helpful and pleasant Roxanne had an Australian accent
Matter resolved	Yes - flight credit from cancelled dom flight was eventually converted manually into something that Roxanne was able to use and I have received a new voucher number for the rest with the promise that this voucher can be used online. Frankly though, it should not have been this hard. Not happy with the experience.

 

[Ansett]

Have a flight that has been changed and the proposed changes are not suitable, trying to get an alternative. I have called the VIP line and advise was Call would be answered in Under 30 Minutes. Currently at the 20 minute mark. If it takes this long for a VIP I sure as hell wouldn't want to be a Bronze member......

UPDATE Call dropped out and I just rang back on the VIP Number and wait time is now more than 2 HRS WTF???? Have decided to email the VIP Team and get them to call me back. It really isnt good enough. Be interesting to see how long that takes.

Well its approaching an hour since emailing the VIP team and so far nothing also decided to use my second phone and call them so far its been 35 minutes on Hold


Now sitting at 55 minutes on Hold. No email response from VIP Team and no call back either.

Finally after 1 Hr and 38 Minutes on Hold VIP team answered. Still No Email response or call back as requested. Ended up having to cancel part of the trip and book a much more expensive Fare. Not Happy Jan

 

[Townsend]

Of course despite the promises made to me yesterday nothing happened and I did not receive my promised email.

However I am trying to use an almost $2000 credit so I am determined!

1. 131313 told it would be a two hour wait.

2. Held on to the NZ /Hobart number above for 30 mins but no luck.

3. The SA/Fiji number above is answering very quickly. However as this is the number I spoke to yesterday I am unsure whether if is worthwhile if I am told something will happen and it doesn’t!

There seems to be a major problem with the travel passes as I have been hanging on now for over 30 minutes trying to be put through to this area.

I am REALLY happy! After 45 minutes of holding on the call dropped out.

 

[jfl]

Has anyone ever had an issue where a ticket hasn't been issued do to not having the APIS completed (ie. passport numbers)? My tickets haven't been issued yet and the call centre rep is saying this is the reason...

 

[dylarr]

Has anyone ever had an issue where a ticket hasn't been issued do to not having the APIS completed (ie. passport numbers)? My tickets haven't been issued yet and the call centre rep is saying this is the reason...

Slightly OT for this thread but where are you travelling to? This is normal for flights to the United States but not aware of it being a requirement for other destinations.

https://www.qantas.com/agencyconnect/au/en/policy-and-guidelines/book-and-service/travel-to-the-usa-requirements.html

Qantas inhibits ticket issuance until the required information has been added. This applies to both initial ticket issuance and any subsequent reissues.

 

[jfl]

Slightly OT for this thread but where are you travelling to? This is normal for flights to the United States but not aware of it being a requirement for other destinations.

https://www.qantas.com/agencyconnect/au/en/policy-and-guidelines/book-and-service/travel-to-the-usa-requirements.html

Sorry, yes a little off-topic. SYD-LHR, FCO-DOH-JNB and JNB-SYD. I've flown these segments before and it's never been a requirement.

Still on and off hold to this CSR, 1 hour in...

 

[Lynda2475]

Has anyone ever had an issue where a ticket hasn't been issued do to not having the APIS completed (ie. passport numbers)? My tickets haven't been issued yet and the call centre rep is saying this is the reason...

That is total BS. I never enter APIS until about a week before travel, and have still had flights ticketed. You cant fly to USA without APIS but you can certainly be issued a ticket withot providing it.

Sounds like the call centre making up prokies because they cant be bothered investigating the real issue.

 

[jfl]

That is total BS. I never enter APIS until about a week before travel, and have still had flights ticketed. You cant fly to USA without APIS but you can certainly be issued a ticket.

Sounds like the call centre making up prokies because they cant be bothered investigating the real issue.

That's my feeling too. They're currently communicating higher up and I asked them to keep me on the line until it's sorted. 90 minutes in so far!

 

[TheInsider]

That is total BS. I never enter APIS until about a week before travel, and have still had flights ticketed. You cant fly to USA without APIS but you can certainly be issued a ticket withot providing it.

Sounds like the call centre making up prokies because they cant be bothered investigating the real issue.

Incorrect kind of - if booked through Qantas then 'Secure Flight' data needs to be added before it will ticket for USA . The system will NOT ticket it - automatically or manually.
By saying that - anything can be added in the 'Secure Flight' data, doesn't need to be correct or specific (to ticket, but still needs to be real eventually and then TSA will most likely mark you as a person of interest), and more directly it is a DOB, gender and name only - and/or redress number.

 

[Lynda2475]

Incorrect - if booked through Qantas then 'Secure Flight' data needs to be added before it will ticket. The system will NOT ticket it - automatically or manually.
By saying that - anything can be added in the 'Secure Flight' data, doesn't need to be correct or specific.

APIS is a specific suite of information, and it is not required to issue a ticket.

I book all my QF flights online directly with Qantas, you only have to provide you name (as it is on passport), contact number, email address and since covid the postcode where you reside during the booking process. You are not asked to provide your APIS (Passport number, passport expiry date, nationality, DOB or place of residence in the USA - this last bit is for USA only) as part of the purchase prior to ticketing.

I have flights to US on a OWA and these were ticketed without providing APIS. I have also booked two other paid international return flights this year directly with Qantas online and again both were ticketed without completely APIS. You add your APIS details online via MMB anytime prior to check in, and usually well after ticketing.

APIS is a requirement for flying, not for issuing a ticket. Of course if the name the ticket is issued in doesnt match your passport name you will have issues. Burt any QFF would have correct name in their profile anyway.

People get tickets issued up to 12 months ahead of flying, they may choose to delay entering APIS as they are due to get a new passport before flying or havent yet decided where they will be staying i.e. booked a hotel etc.

If APIS was required in order to ticket a flight the APIS data would be requested during the booking process.

I have no idea what you are classifying as "Secure Flight" data as again this temrinalogy is not used during the online booking process with Qantas and is not APIS which is what both the OP and myself are talking about.

 

[dylarr]

1300 659 116 (reported SA/Fiji only 25 March 2022)

An observation with this number. If you are Platinum or above — it may be quicker to get through to this number without entering any frequent flyer details. I called and entered my FF # and PIN then waited on hold for 50 minutes before hanging up. I called back immediately and did not enter any details at all and I was connected to Fiji almost immediately. Call was resolved in under 5 mins (cancelling a booking that I couldn't do online because it hadn't ticketed).

Not sure if this is because the above number is trying to route Platinum and above to the premium desk?

 

[Peasant]

I have no idea what's going on at the moment...too many people triggered by the lovely new ad campaign who've rushed to book by phone?!

I was warned of a 30 minute hold when I dialled (reasonable enough for Platinum), now crossing the 95 minute mark...