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

 

[BNEFlyer]

I suspect it'll probably be less painful to try at Check-In then over the phone. I suspect the agent on the phone is using the same process as what the MMB pages do, and you'll have to find one knowledgeable enough to actually set it properly.

Probably. It's not a big deal, I just wanted to be able to choose a better seat now.

 

[ANstar]

It's been a while since I tried to call.. Called this morning to book som China Airlines awards that the website kept crashing with. Got told sorry you can only use points for Oneworld airlines and China Airlines is not in Oneworld... They are just incompetent - asked them to look at the Qantas website and he refused saying he is clear you can only use points for Oneworld airlines.

 

[BNEFlyer]

It's been a while since I tried to call.. Called this morning to book som China Airlines awards that the website kept crashing with. Got told sorry you can only use points for Oneworld airlines and China Airlines is not in Oneworld... They are just incompetent - asked them to look at the Qantas website and he refused saying he is clear you can only use points for Oneworld airlines.

HUACA? And if it happens again ask for a supervisor.

 

[BNEFlyer]

I suspect it'll probably be less painful to try at Check-In then over the phone. I suspect the agent on the phone is using the same process as what the MMB pages do, and you'll have to find one knowledgeable enough to actually set it properly.

Called again this morning to try again. Told that because I booked with QFF points the QF status is the primary one and can’t be removed, so adding my QR Gold status does nothing. Will see if something can be done at check-in.

 

[l31gh]

Currently on hold to 13 13 13, 16mins and counting. Unfortunatly our connecting flight was canceled and they moved us to a flight that would mean sitting around SYD all day, hoping we can push our BNE to SYD flight back a bit later than 7:10AM to save the fun of entertaining two kids in an airport all day.

Edit - 25mins and still on hold, also just realised they moved our 2 year old and 7 year old to seats seperated from us....

Edit2: 45mins answered and trying to sort this out

Edit3: 1 hour in and it was nearly all sorted and they bought me back off hold and somehow couldnt hear me and hung up... will they call back is the question???

Edit4: called back twice and both times I could hear them but they could'nt hear me.... back in the queue for another 45mins... my patience is wearing very thin now.

Edit 5: Bed time, sorted mostly... reduced airport wait time from 8hours to 4....

 

[Port Power]

Currently on hold to 13 13 13, 16mins and counting. Unfortunatly our connecting flight was canceled and they moved us to a flight that would mean sitting around SYD all day, hoping we can push our BNE to SYD flight back a bit later than 7:10AM to save the fun of entertaining two kids in an airport all day.

Edit - 25mins and still on hold, also just realised they moved our 2 year old and 7 year old to seats seperated from us....

Edit2: 45mins answered and trying to sort this out

Their new seat companions should enjoy that!

 

[blackcat20]

I had to call a few weeks back on behalf of my WP boss. Connected, flight changed and new eticket received within 5 minutes.

 

[l31gh]

Currently on hold to 13 13 13, 16mins and counting. Unfortunatly our connecting flight was canceled and they moved us to a flight that would mean sitting around SYD all day, hoping we can push our BNE to SYD flight back a bit later than 7:10AM to save the fun of entertaining two kids in an airport all day.

Edit - 25mins and still on hold, also just realised they moved our 2 year old and 7 year old to seats seperated from us....

Edit2: 45mins answered and trying to sort this out

Edit3: 1 hour in and it was nearly all sorted and they bought me back off hold and somehow couldnt hear me and hung up... will they call back is the question???

Edit4: called back twice and both times I could hear them but they could'nt hear me.... back in the queue for another 45mins... my patience is wearing very thin now.

Edit 5: Bed time, sorted mostly... reduced airport wait time from 8hours to 4....

After all that, kid woke up with an ear infection and cancelled the whole trip. Travel gods are not on my side.

 

[encryptededdy]

This thread hasn't been updated in a while, but what sorts of wait times are people experiencing these days? I've been getting >10 minute waits both times I've called this week, as a WP.

 

[RooFlyer]

This thread hasn't been updated in a while, but what sorts of wait times are people experiencing these days? I've been getting >10 minute waits both times I've called this week, as a WP.

Who (where) picked up, eventually?

 

[pomona]

Don't know what sort of wait times are current, only recall 2.5 hours + in the past.

Anyhow, have no intention of interacting with these "coughs Qantas", now official, as Niki Savva explained on Insiders this morning & if she says it is true it is !

 

[encryptededdy]

Who (where) picked up, eventually?

I think it was Auckland both times. They were able to process a Platinum award release with no issues.

 

[sudoer]

A few weeks ago I waited 25-30 minutes, call was answered by useless SA based rep.

 

[DC3]

Don't know what sort of wait times are current …

Agree

 

[djkelly69]

what sorts of wait times are people experiencing these days?

Calling off wife's Gold account no. a couple of weeks ago, approx 10 mins. Another 5 mins to confirm the (South African) operator was not going to be any help, so hung up and went the FB Messenger route.

 

[bookworm]

Called this morning, answered after 15 minutes, operator told me I'd be charged 5,000 points + 7,700 points for classic rewards chahge to itinerary. I told him it's supposed to be 5,000 only.

So hung up & called again this arvo, almost immediate pick up, told 5,000 points change fee , asked for the changes but see some legs not ticketed. Going to call again.

 

[DC3]

Great Expectations

 

[dylarr]

Called this morning, answered after 15 minutes, operator told me I'd be charged 5,000 points + 7,700 points for classic rewards chahge to itinerary. I told him it's supposed to be 5,000 only.

So hung up & called again this arvo, almost immediate pick up, told 5,000 points change fee , asked for the changes but see some legs not ticketed. Going to call again.

Was it an international itinerary in economy by chance? The first operator would have been correct in this instance. If it was business or first class then you've got to wonder how many poor sods operators like this have overcharged over their time.

You could also argue that the service fee shouldn't apply if the change you're trying to make can't be done online.

Frequent Flyer Terms and Conditions | Qantas

These Terms and Conditions form the basis of Qantas Frequent Flyer, to protect both Members and the Qantas Group.

www.qantas.com

Service Fees​

Service Fees are payable in addition to any applicable Change Fees.
Payable where changes are made to Classic Flight Reward bookings via Qantas Contact Centres.
[...]
Service Fees will not be applied when changing Classic Flight Rewards booked for travel in Business or First class.

 

[Ansett]

It has been variable having to wait over 20 minutes on one call to the VIP team, other times answered straight away.

 

[Mr H]

It has been variable having to wait over 20 minutes on one call to the VIP team, other times answered straight away.

At least you get the VIP team. As a NB I get put through quickly these days but the agents I get are not empowered to do what I need.