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

 

[aweingar]

What time of day?

Just checked my call log. First call around 2pm, second at 7:50pm

 

[sevenfourtyseven]

I've fortunately not encountered any poor call centre interactions, until yesterday!

Called up to redeem a flight credit for a multi city booking and was put through to a very untrained consultant in Manilla. 30 mins on (on reflection I should have HUACA) I've been told/asked:

- you can't redeem a flight credit for a multi-city booking (but we'll make a one time exemption)
- you cannot downgrade a flight credit from a J to Y booking (but again, we'll make an exemption)
- can you please tell me what the airport code for Singapore is?
- that the flights I wanted are on non-QF carriers so can't be priced (the booking was for QF, JQ and MH sectors and could be priced on the website); and
- then after being put on hold at least 10 times throughout the call, that actually the flight credit fare conditions have not been met, which was a load of nonsense . . .

I politely ended the call and called back straight away and was directed to South Africa.

The consultant was a god-send and knew exactly what to do, was knowledgeable and knew what was required. 10 mins later, booking paid for and e-ticket received. Polar opposites.

 

[MrJetset]

Have called at least 20 times in a fortnight and got Fiji each time. Booked on BA and wanted to changed to QF with an award seat release request and don't trust Fiji with any of my bookings, but especially partner awards.

2PM yesterday got a wonderful HBA Agent. I said "I know QF1 is impossible" and he said "Yes, I wouldn't get my hopes up but let's try." Immediately confirmation and during July as well. Felt very grateful, but also shouldn't be so hard to get an agent you can trust.

The worst part of the Fiji call centre is the IVR is now longer and they call you back, obviously they have KPIs and minimum contacts, average call length etc to meet, but it's extremely annoying how downgraded the call centre has become.

 

[elanshin]

Been calling QF since last night.
5 calls. 4 HBA maximum wait time 10 minutes.
1 AKL (at least I think this is a new zealand accent although it would be mighty early in the morning for them).

It may be that I have an "imminent" flight that I'm getting through to them.

Problem is still in limbo hence the mutiple calls (OWA and computer not liking things).

 

[RichardMEL]

1 AKL (at least I think this is a new zealand accent although it would be mighty early in the morning for them).

AKL is 24/7. I've talked to agents there when it's been in the wee hours locally

 

[elanshin]

AKL is 24/7. I've talked to agents there when it's been in the wee hours locally

I'm on the phone with i think AKL atm so that would be middle of the night.

Good thing too, otherwise I don't think south africa would be able to attempt to ticket things.

 

[elanshin]

12mins today.

I also shouldn't judge every QF call centre location on accent immediately. I thought it was a SA call centre - then i heard the chatter in the background and it's either Aussie or NZ and the person talking to me has a more SA accent.

 

[HarryTheFlyer]

12mins today.

I also shouldn't judge every QF call centre location on accent immediately. I thought it was a SA call centre - then i heard the chatter in the background and it's either Aussie or NZ and the person talking to me has a more SA accent.

I haven’t had to call in a while, but 12 mins seems like a while when you’re WP.

When I have had to call recently I’ve always had a call centre that’s not NZ or AUS, but they have always been able to action my requests unlike a few years ago when you only hoped to get through to Hobart.

 

[Beano]

30 seconds today. But sounded Asia.

 

[elanshin]

I haven’t had to call in a while, but 12 mins seems like a while when you’re WP.

When I have had to call recently I’ve always had a call centre that’s not NZ or AUS, but they have always been able to action my requests unlike a few years ago when you only hoped to get through to Hobart.

Yeh SA has been able to action most of my requests nor do they get confused.

The person in this case was quite experienced in OWA and once she realised i had done my research, it just became me telling her my flights and her looking it up (or my back up alternatives).

 

[nerdag]

Yeh SA has been able to action most of my requests nor do they get confused.

SA has picked up its game recently, but they still need up from time to time. Very much operator dependent.