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

 

[bPeteb]

It would be a married segment issue

not sure Justin. I was on hold for over 30 minutes but eventually sorted and with one million apologies. I said sorry it was so complicated. I was told that they could not see availability and had to ring another team. It could be beacuse it was a linked booking, mine revenue bAlt's CR. Not sure, but all done and a big sigh. I'll ring about the flight back up to BNE from SYD with the reduced connection (when we get back from JNB) when I have another hour to kill

 

[Port Power]

All my recent calls as WP have been answered in Fiji. I haven’t spoken to HBA in ages! Lovely “premium” staff, but still not able to fix the error, or it takes 30-60 minutes on hold to complete. I’m losing faith.

I think I might start a new thread about class reward status credits not being given. The last lot took 10 months to resolve (AND two J flights were only credited as Y!). My CR flight last week was “fixed” but zero SC once more received. I think I could make P1 if the SCs are posted correctly. Very frustrating!

 

[ShrinkWrapped]

Very quick and good service from the contact centre today. Wasn’t actually sure whether I got South Africa, Fiji or Hobart. I think it was South Africa?

Yet another QF11 schedule change which made me AKL-SYD-LAX-JFK a little bit more of a pain.

Was allowed to switch to QF3 AKL-JFK direct, no questions asked

Costed me 110 potential status credits but 16 hours vs 45 hours travel ….. well worth the trade for my sanity

 

[AIRwin]

Costed me 110 potential status credits

Claim ORC?

 

[ShrinkWrapped]

Claim ORC?

I somehow don't think I can ORC a change I initiated haha

 

[RichardMEL]

I somehow don't think I can ORC a change I initiated haha

Prompted by an involuntary schedule change though.

 

[dylarr]

I've never had issues claiming ORC where there has been a schedule change and I've had to request new routing/flights as the replacements offered to me were not suitable. I always send through my original e-ticket to [email protected], copies of the boarding passes from the flights I actually took and ask them to adjust per the original e-ticket due to involuntary schedule change.

 

[ShrinkWrapped]

I've never had issues claiming ORC where there has been a schedule change and I've had to request new routing/flights as the replacements offered to me were not suitable. I always send through my original e-ticket to [email protected], copies of the boarding passes from the flights I actually took and ask them to adjust per the original e-ticket due to involuntary schedule change.

does this work even if it is several months in the future? I always thought ORC was for disruptions only....still lots to learn as a WP if seems

this is for a flight in May. if I could claim ORC it would be amazing after I take the flight (obviously can't claim till I fly)

 

[RichardMEL]

does this work even if it is several months in the future? I always thought ORC was for disruptions only....still lots to learn as a WP if seems

this is for a flight in May. if I could claim ORC it would be amazing after I take the flight (obviously can't claim till I fly)

Of course. You booked a routing which you're no longer flying through their change.

 

[elanshin]

Today, immediate pickup although i have an active flight disruption that Im already checked in for (system picked it up and asked if I was calling for that).

First aussie sounding girl sounded super inexperienced. Kept saying that because I was on a rewards flight (upgraded) she can't move me from QF2 to QF292 or QF84. Even suggested my best option was to book a new ticket.

HUACA while i wait for Changi QF lounge to open. Immediate pickup again this time with South African. Staff immediately realise there are other flights out of SIN to SYD without me promoting and started looking. Asked if I was ok with taking Y again (lose upgrade), said yes. 10mins later moved to QF292 and points refunded.

I guess I'll try out Finair today then.

 

[bPeteb]

Today, immediate pickup although i have an active flight disruption that Im already checked in for (system picked it up and asked if I was calling for that).

First aussie sounding girl sounded super inexperienced. Kept saying that because I was on a rewards flight (upgraded) she can't move me from QF2 to QF292 or QF84. Even suggested my best option was to book a new ticket.

HUACA while i wait for Changi QF lounge to open. Immediate pickup again this time with South African. Staff immediately realise there are other flights out of SIN to SYD without me promoting and started looking. Asked if I was ok with taking Y again (lose upgrade), said yes. 10mins later moved to QF292 and points refunded.

I guess I'll try out Finair today then.

I understand that training takes time but if we are answered by the premium line (I think it's now just how it's answered due to what's being displayed on their phone) then I truly believe we should the premium team.

No-one, premium or non-premium should ring, know what they are being told is incorrect, and have to HUACA. Or worse, not know it's incorrect and accept it.

At least when I called earlier in the week and was incorrectly told we couldn't be moved, my response of "yes we can be, I can see seats", resulted in the rep putting me on hold, calling who they needed to, and coming back with the move all done.

 

[Must...Fly!]

Even suggested my best option was to book a new ticket.

"Sure, ok. Can I have your credit card to pay for that?"

 

[bPeteb]

I understand that training takes time but if we are answered by the premium line (I think it's now just how it's answered due to what's being displayed on their phone) then I truly believe we should the premium team.

No-one, premium or non-premium should ring, know what they are being told is incorrect, and have to HUACA. Or worse, not know it's incorrect and accept it.

At least when I called earlier in the week and was incorrectly told we couldn't be moved, my response of "yes we can be, I can see seats", resulted in the rep putting me on hold, calling who they needed to, and coming back with the move all done.

Picked up in three minutes and sadly again told wrong information when I called today about changing due to the short connection after coming back from JNB.

I think it was actually the same person in Fiji who I spoke to earlier on the week. Told them we'd recurved an email suggesting we call due to chafed connection. Looked at my booking and straight away told I would have to cancel and rebook as all flights after our booked flight were 'fully booked'. When I said I can see them to book on the website I was told yes, that's the only way to change, cancel and rebook!!!

I suggested that I hang up and hope that my call was answered in Hobart. The response - so leave the flights as they are? Um yep, don't touch them please.

Sent a message on X and flights changed within a couple of hours, as they should have been by the call centre.

Hopeless.

I forgot, survey response 1 1 2

 

[skylabsea]

I tried the link you supplied and it response I received, in about 30 seconds, yet another copy of the 7 page "Itinerary Receipt" which makes zero reference to any payment or break down of the amount I paid. Just the same flight details and all the blurb about bags and cut off times etc. Maybe I should advise the ATO that Qantas are making sales presumably without recording the GST they are collecting (if any) and being unable to issue a tax invoice, despite it being a legal entitlement in every transaction. For this booking the only thing that worked efficiently was the payment process when QF took and cleared my money within 24 hours.

Might be too late if the PNR is already gone, but I would try putting that into the Finnair MMB page. Hidden in the menus somewhere is the ability to email yourself an invoice, no harm if seeing AY tech is better than QF
Incidentally I recommend doing this for every booking that gives an Amadeus PNR; it gives you a ton of information including fare basis and booking class which can be useful

 

[CMA222]

Might be too late if the PNR is already gone, but I would try putting that into the Finnair MMB page. Hidden in the menus somewhere is the ability to email yourself an invoice, no harm if seeing AY tech is better than QF
Incidentally I recommend doing this for every booking that gives an Amadeus PNR; it gives you a ton of information including fare basis and booking class which can be useful

Thanks for the suggestion. I tied the Finnair MMB and it has more information than anywhere on the QF site including breaking down the taxes, but the Grand Total is "IT Fare" which is apparently something to do with a package fare, which is not what I purchased. I purchased a bundle of rights for two return flight for two people, and nothing else. I have given up as the QF Call Centre has no idea and getting through to Hobart is now a lottery for WP. If the ATO ever check the travel tax invoice, I have handwritten in the fare component on the hard copy and cross referenced it to the credit card entry.

 

[ShrinkWrapped]

in recent months I've found that the pdf I get sent now no longer has tax information after the first amendment/flight change/schedule change

however, when ticketing occurs, I get a separate email with text, which had the ticket number, taxes, total cost, payment etc. It isn't a pdf, but rather a text based email. I'm surprised you didn't get that?

 

[Ansett]

Rang the VIP team the other day and after 18 minutes I was answered by New Zealand. Just goes to show that even P1s cant always get Hobart.

 

[AFF Editor]

FYI, Qantas tells us it is no longer triaging people who call multiple times within a short amount of time to more experienced agents, following the end of last year's trial.

Details here: https://www.australianfrequentflyer.com.au/qantas-not-triaging-repeat-callers/

 

[encryptededdy]

FYI, Qantas tells us it is no longer triaging people who call multiple times within a short amount of time to more experienced agents, following the end of last year's trial.

Details here: https://www.australianfrequentflyer.com.au/qantas-not-triaging-repeat-callers/

Hmm.

The airline also says that its contact centre consultants can escalate calls to a more senior or experienced supervisor, or to a specialised team, at any time if required.

Has anyone ever successfully had this done? I've had agents admit to me they're unsure how to do something (e.g. seating two people across two bookings together), but still decline to escalate my call (they usually say they cannot escalate my call).

 

[SydneySwan]

Whenever I have tried to speak to a supervisor I have been told no one is available. In my experience customer service has not improved since AJ departed.