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

 

[Mzungu]

So you come to this forum (QF specific) for a bit of schadenfreude?

not that the point isn't valid mind you.

I just find it curious the people who comment how they have ditched airline X years ago.. then comment in airline X's forum.....

but I digress

Schadenfreude absolutely. It is my inability to forgive the Q for their idiocy 23 years ago that I continue to enjoy THEIR inability to improve, and I have come here of late to enjoy the continuing accusations of incompetence.

And I know what you're thinking, and I have to agree with you.... I need to move on!!

 

[stm1sydney]

So you come to this forum (QF specific) for a bit of schadenfreude?

not that the point isn't valid mind you.

I just find it curious the people who comment how they have ditched airline X years ago.. then comment in airline X's forum.....

but I digress

I also (like @Ako) stopped flying QF more than 20 years ago, and yes I still visit the QF threads. Not so much for schadenfreude, but more to confirm to myself that I made the right decision back then notwithstanding that I could be LTG or LTP by now. And that's make me feel happier.

I also try to gently encourage QF loyalists to look at alternatives, as a public service.

 

[MaudedAnvers]

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 025 396
1300 659 116

1300 025 390
1300 024 715
1300 659 115
1300 659 134
1300 659 502
1300 304 318

Thank you and thank you for this article, I couldn't agree more, this has been my experience even as a long-standing Platinum frequent flyer which got worse since I was downgraded to Lifetime Gold, I have had award flights purchased through their South African call centre but the actual ticket never issued requiring me to call again and again, and like this so much more!

 

[vic51]

Even when I emailed constantly resending and trying different addresses, it took over 2 months for a reply and then only after a complaint to the Airline Consumers Advocate, they couldn't help because 'I hadn't finished the complaint process with Qantas'. It's hard to finish something when the other party wont participate.

 

[lovestotravel]

Even when I emailed constantly resending and trying different addresses, it took over 2 months for a reply and then only after a complaint to the Airline Consumers Advocate, they couldn't help because 'I hadn't finished the complaint process with Qantas'. It's hard to finish something when the other party wont participate.

Not sure why anyone would waste time with that when the only outcome based on what the airline consumer advovate does

"The ACA does not have independent power to make decisions that affect the participating airline’s response to your complaint. However, the airlines are bound by their commitment to respond within the required timeframe to all complaints referred to them by the ACA.

The ACA will also contribute to the raising of the participating airlines’ standards of customer service.We will do this by monitoring and reporting on complaints received and issues raised.We can also provide recommendations to the participating airlines for improving their customer service and relationships with consumers and identify systemic issues that may lead to industry wide recommendations for change."

In other words a total waste of time

If you have a legitimate complaint, lodge it with Qantas, wait for a reply, then take it to VCAT or the appropriate area in your state/territory.

 

[N860CR]

Not sure why anyone would waste time with that when the only outcome based on what the airline consumer advovate does

"The ACA does not have independent power to make decisions that affect the participating airline’s response to your complaint. However, the airlines are bound by their commitment to respond within the required timeframe to all complaints referred to them by the ACA.

The ACA will also contribute to the raising of the participating airlines’ standards of customer service.We will do this by monitoring and reporting on complaints received and issues raised.We can also provide recommendations to the participating airlines for improving their customer service and relationships with consumers and identify systemic issues that may lead to industry wide recommendations for change."

In other words a total waste of time

If you have a legitimate complaint, lodge it with Qantas, wait for a reply, then take it to VCAT or the appropriate area in your state/territory.

The only benefit of ACA is that qantas are charged for the escalation. I agree it’s a waste of time, but if qantas end up with a bill for thousands of escalations then things may change in house.

 

[whughes3]

Interestng letter in todays "Age"...

The article “Qantas called to account for nightmare call centres” (Business, 8/4) suggests not much has changed.
In 1974 I was working in London and needed to clarify something with Qantas, but after being on hold for more than 15 minutes I had to leave for an important appointment. I explained my problem to a colleague and asked him to sort it out for me. However, when I returned more than an hour later, my colleague was still patiently waiting for a response.
But I am no longer surprised by this. About 10 years later I was working for a major Australian company that had employed one of the huge multinational management consultants to review our operations.
My division received a large number of telephone inquiries, which we handled quite promptly. However, our consultants advised how we could make significant savings by establishing a call centre. The reason? Their extensive studies had shown that about 30 per cent of callers gave up before finally receiving a response.

The accountants in our company accepted this recommendation.
Jeremy Grant, Somers

 

[RichardMEL]

Certainly lends credence to the notion that it's not all mismanagement and part of it is on purpose.. which is disgraceful on so many levels of course for any company.. and shows the moral fibre of some consultants to even make that a thing.

 

[blackcat20]

Called at 3.15 and got the callback at 4.40. Sounds South African and is having trouble changing the domestic leg of a reward flight. Terrified of losing our F seats

 

[JWILLS]

Not sure why anyone would waste time with that when the only outcome based on what the airline consumer advovate does

"The ACA does not have independent power to make decisions that affect the participating airline’s response to your complaint. However, the airlines are bound by their commitment to respond within the required timeframe to all complaints referred to them by the ACA.

The ACA will also contribute to the raising of the participating airlines’ standards of customer service.We will do this by monitoring and reporting on complaints received and issues raised.We can also provide recommendations to the participating airlines for improving their customer service and relationships with consumers and identify systemic issues that may lead to industry wide recommendations for change."

In other words a total waste of time

If you have a legitimate complaint, lodge it with Qantas, wait for a reply, then take it to VCAT or the appropriate area in your state/territory.

 

[Ktan89]

This is getting ridiculous.
I don't normally get angry at the phone rep but I am annoyed as hell.
I have a PNR :
13 April SYD - MNL
03 May SIN - SYD
I requested my return flight to be cancelled Friday,1st April. There were issues and rep said she needed to call me back which she did Monday. Got my points refunded and said the tickets will be re ticketed in 24hours.

I gave QF until Thurday afternoon to reticket the PNR. Called up Thursday, the rep said there was missing information, will sort it out and get it ticketed.
Called up Friday twice. Told them I gave them a chance (4days) to reticket my PNR but it didn't happen. Asked them to call up the ticketing team while I am on the phone please, I'm happy to wait. They said they can't (only for urgent 72-48hours departures), and will need to send an urgent email to ticketing and guaranteed I will get the new issue over the weekend.

Here we go on MONDAY (less than 48hours before my flight) called them this morning, rep said she can't call ticketing, was told they are not allowed unless it is 24 before the flight. I gave her an earful and said that is BULLSHIT. My flights is less than 48 hours, I do not want to have to worry about this tomorrow because I have to worry about PCR and other stuff.
She got on the phone to another department to make sure all the details were correct but still couldn't contact ticketing directly... What the actual FCK is wrong with Qantas process and procedures???

She comes back saying, "you are correct.. there was an issue with the details missing credit card details to refund the taxes. I'll update this for you now, send an urgent ticketing email and 100 percent you will get a re ticket in 2 - 3 hours.."

Guess what, after 5hours, I'm on the phone again and this rep is still telling me NO to speaking to someone in ticketing BUT he can speak to someone in IT or system support to make sure everything is correct.

Qantas has lost it...

Obviously the call center management has locked down hard for reps calling the ticketing department because maybe they are spending too much time waiting on hold meaning more hold time for customers.. this is not the right way to fix your cough @qantas.
I have told the reps many times, I think there's something wrong, stop sending emails and actually call them. What if your emails system is not even working.. maybe their email inbox is full?? Haha bloody idiots.

Sorry for my rant.. this has cause soo much frustration and I am normally pretty chilled and I always give the reps a chance.. even if they are from a coughpy call centre. BUT omg, all the ones I am getting right about now is all from SA. I would rather FIJI if I can't get any better...

 

[blackcat20]

Well didn't manage to get the flight change I wanted but I did finally get an e-ticket.

 

[The Astronomer]

I'm sure Qantas will shortly announce that answer times have been significantly reduced.
They will, of course, fail to mention that the call is answered by someone who received 8 minutes of training on how to answer the phone, then placed in another queue where wait times are 2 hours. KPI met.

Great comment about the KPI!

 

[JWILLS]

I went down ACA once re Jetstar - got no where so I went to VCAT and won The issue was I bought a return ticket on Qantas website to Sydney and the afternoon ticket was via Jetstar from the International terminal so I missed the flight - i found their website was incorrect and I also located the personal email address of the CEO so advised her I would be talking action in VCAT. Their legal team contacted me I told them I was happy to sit all day in VCAT as I was retired however for them to sit all day very expensive - Jetstar came forth and refunded me the Qantas air fare - I noted their website was also update so you can win but it takes time and have your facts right.

 

[justinbrett]

I'm sure Qantas will shortly announce that answer times have been significantly reduced.
They will, of course, fail to mention that the call is answered by someone who received 8 minutes of training on how to answer the phone, then placed in another queue where wait times are 2 hours. KPI met.

Actually, that's not a bad idea. Have someone triaging calls and make sure the important ones get priority, and perhaps the AFF members making their 506th change to their award ticket have to wait a bit.

 

[SydneySwan]

Actually, that's not a bad idea. Have someone triaging calls and make sure the important ones get priority, and perhaps the AFF members making their 506th change to their award ticket have to wait a bit.

I think you mean Qantas making the 506th change to someone's award ticket.

 

[Ktan89]

This is getting ridiculous.
I don't normally get angry at the phone rep but I am annoyed as hell.
I have a PNR :
13 April SYD - MNL
03 May SIN - SYD
I requested my return flight to be cancelled Friday,1st April. There were issues and rep said she needed to call me back which she did Monday. Got my points refunded and said the tickets will be re ticketed in 24hours.

I gave QF until Thurday afternoon to reticket the PNR. Called up Thursday, the rep said there was missing information, will sort it out and get it ticketed.
Called up Friday twice. Told them I gave them a chance (4days) to reticket my PNR but it didn't happen. Asked them to call up the ticketing team while I am on the phone please, I'm happy to wait. They said they can't (only for urgent 72-48hours departures), and will need to send an urgent email to ticketing and guaranteed I will get the new issue over the weekend.

Here we go on MONDAY (less than 48hours before my flight) called them this morning, rep said she can't call ticketing, was told they are not allowed unless it is 24 before the flight. I gave her an earful and said that is BULLSHIT. My flights is less than 48 hours, I do not want to have to worry about this tomorrow because I have to worry about PCR and other stuff.
She got on the phone to another department to make sure all the details were correct but still couldn't contact ticketing directly... What the actual FCK is wrong with Qantas process and procedures???

She comes back saying, "you are correct.. there was an issue with the details missing credit card details to refund the taxes. I'll update this for you now, send an urgent ticketing email and 100 percent you will get a re ticket in 2 - 3 hours.."

Guess what, after 5hours, I'm on the phone again and this rep is still telling me NO to speaking to someone in ticketing BUT he can speak to someone in IT or system support to make sure everything is correct.

Qantas has lost it...

Obviously the call center management has locked down hard for reps calling the ticketing department because maybe they are spending too much time waiting on hold meaning more hold time for customers.. this is not the right way to fix your cough @qantas.
I have told the reps many times, I think there's something wrong, stop sending emails and actually call them. What if your emails system is not even working.. maybe their email inbox is full?? Haha bloody idiots.

Sorry for my rant.. this has cause soo much frustration and I am normally pretty chilled and I always give the reps a chance.. even if they are from a coughpy call centre. BUT omg, all the ones I am getting right about now is all from SA. I would rather FIJI if I can't get any better...

It finally came through!!!


My assumptions were correct. I asked the agent what were the rules for calling ticketing department and he said only flights within 24hours. I asked him when this started happened, he said last week because the ticketing team is short staffed apparently.

Here are some of my thoughts on Qantas issues:
1. lots of people calling up to make award booking changes and wanting to get it ticked ASAP because the award seats can disappear (I don't blame them.. I do this too)
2. their process for ticketing sucks...and their call center staff doesn't have the right coaching or authority to do simple tasks. But I guess they need to monitor what is happening and put it through a funnel... or they could lose $$ for errors made by un-trained staff.

 

[MEL_Traveller]

I don’t know of another airline in the world that can’t issue tickets instantly? AA and AC say they’ll wait on the line while the ticket comes to your inbox… but 9 times out of 10 the ticket is there before they finish the sentence!

 

[Ktan89]

I don’t know of another airline in the world that can’t issue tickets instantly? AA and AC say they’ll wait on the line while the ticket comes to your inbox… but 9 times out of 10 the ticket is there before they finish the sentence!

Qantas used to be like this

 

[jase05]

I don’t know of another airline in the world that can’t issue tickets instantly? AA and AC say they’ll wait on the line while the ticket comes to your inbox… but 9 times out of 10 the ticket is there before they finish the sentence!

I know they are a lot smaller and it was a simple request but called VA this arvo to use up 1 of my Platinum upgrades and got through instantly and after selecting my seat the gentleman said to hold on and he will re-ticket it and about 10 seconds later I had the notification on my phone. From dialing to hanging up the call lasted 3 minutes and 27 seconds and that included the time it took for my fat fingers to punch in my Velocity number