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

 

[DC3]

Currently WP.

Yes, I guess that may have helped to sweeten the pot.

 

[MelbFlyer]

Sorry to bring up an old thread - but have wait times increased considerably lately?

I'm calling 13 12 11 and previously the wait time was quite quick (compared to the regular 13 13 13 number).

I've had a flight schedule change and I'm attempting to change said flight without a cancellation / change fee and the only way is to call (no option in MMB). So far I've called 3 times:

1. Waited for 45mins on hold only to get a consultant who wasn't sure about it, then transferred me to another line where I was on hold for another 30mins - I then gave up
2. Waited for 30mins and wasn't able to get through to anyone, gave up
3. Currently on hold for 15mins+, and still waiting

I'm only a Bronze member but these wait times seem to have blown out since a few months ago - perhaps its attributed to the recent QFF points devaluation?

 

[ffflyer11]

Sorry to bring up an old thread - but have wait times increased considerably lately?

I'm calling 13 12 11 and previously the wait time was quite quick (compared to the regular 13 13 13 number).

I've had a flight schedule change and I'm attempting to change said flight without a cancellation / change fee and the only way is to call (no option in MMB). So far I've called 3 times:

1. Waited for 45mins on hold only to get a consultant who wasn't sure about it, then transferred me to another line where I was on hold for another 30mins - I then gave up
2. Waited for 30mins and wasn't able to get through to anyone, gave up
3. Currently on hold for 15mins+, and still waiting

I'm only a Bronze member but these wait times seem to have blown out since a few months ago - perhaps its attributed to the recent QFF points devaluation?

Call after 12pm. Some south African agents are good

 

[bussyboy]

Go to the website, try the contact us pathway there to get a1800 number and pin code...

 

[MelbFlyer]

Call after 12pm. Some south African agents are good

My previous calls were in the afternoon PM hours.

Go to the website, try the contact us pathway there to get a1800 number and pin code

Seems to not be any different from calling in via the regular 13 xx xx numbers.

 

[Greg555]

Qantas up to their old tricks....they really do hate their customers.....

 

[MelbFlyer]

So, another 40mins into a call and the same result as Call #1 - the consultant wasn't able to help and has put me through to another line to someone else "who can help".

It's just a domestic cash / rewards booking and I'm looking to make a change to it without a change / cancellation fee due to Qantas' schedule change (no option to change in MMB either) - how hard is it?!

 

[Mr H]

So, another 40mins into a call and the same result as Call #1 - the consultant wasn't able to help and has put me through to another line to someone else "who can help".

It's just a domestic cash / rewards booking and I'm looking to make a change to it without a change / cancellation fee due to Qantas' schedule change (no option to change in MMB either) - how hard is it?!

You do seem to have appalling bad luck with the call centre. Over the past many months, every call you have made has been problematic in some way. By contrast, I have had most of my calls handled promptly, courteously and correctly - with the only real issue being the ticketing which can still be hit or miss.

 

[LinaLee]

You do seem to have appalling bad luck with the call centre. Over the past many months, every call you have made has been problematic in some way. By contrast, I have had most of my calls handled promptly, courteously and correctly - with the only real issue being the ticketing which can still be hit or miss.

I don't know if that is true as I've had a similar issue just last weekend trying to redeem a flight credit for a multi city booking which you can only do via the call centre and had over 45 mins-1 hour on hold before connecting to the Auckland call centre and then had an agent who was very inexperienced and initially insisted that my booking needs to originate from the city of the original booking which is not correct. But points for her for persisting and proactive approach in finally resolving the next hurdle of pricing the ticket as it was not possible from her end and she was on ticketing the whole time to get them to re-price and honour the original quoted price.

I too have hit and miss experiences in terms of wait times even previously. and sometimes not all was resolved to 100% and reluctantly accepted a less optimal workable solution. Also was surprised that the agent in the Auckland call centre was inexperienced this time (called them at 1AM on Sunday morning - which could be why). That's new but bringing on new staff maybe.

 

[MelbFlyer]

You do seem to have appalling bad luck with the call centre. Over the past many months, every call you have made has been problematic in some way. By contrast, I have had most of my calls handled promptly, courteously and correctly - with the only real issue being the ticketing which can still be hit or miss.

Yes, I don't know why.

Perhaps its because I'm only Bronze? Even still, us Bronze members deserve to have someone who can help.

Wait times - well, there's only so much staff that Qantas have and I get that wait times can be higher from time to time.

 

[bussyboy]

My previous calls were in the afternoon PM hours.



Seems to not be any different from calling in via the regular 13 xx xx numbers.

Should capture all your info and details about the enquiry before taking to anyone, i had great success with this for the same MMB fail scenario and was answered really quick

 

[MelbFlyer]

So I tried Qantas' FB Messenger channel as a last ditch effort - not expecting a response, but surprisingly got a response and resolution all within 1hr.

Was able to query a discrepancy in fees as well as have the change I wanted done.

Go figure. I've got it all in writing too, so that's a bonus.

 

[DC3]

I have had most of my calls handled promptly, courteously and correctly

They know who you are.

 

[DC3]

Even still, us Bronze members deserve to have someone who can help.

 

[elanshin]

Sorry to bring up an old thread - but have wait times increased considerably lately?

I'm calling 13 12 11 and previously the wait time was quite quick (compared to the regular 13 13 13 number).

I've had a flight schedule change and I'm attempting to change said flight without a cancellation / change fee and the only way is to call (no option in MMB). So far I've called 3 times:

1. Waited for 45mins on hold only to get a consultant who wasn't sure about it, then transferred me to another line where I was on hold for another 30mins - I then gave up
2. Waited for 30mins and wasn't able to get through to anyone, gave up
3. Currently on hold for 15mins+, and still waiting

I'm only a Bronze member but these wait times seem to have blown out since a few months ago - perhaps its attributed to the recent QFF points devaluation?

As an overall, i think the wait times have gotten better. But specifically right now, QF has just done a round of schedule and route changes and many itinerary are affected (including my own) and people are calling to sort out alternatives.

 

[DC3]

Waited for 30mins and wasn't able to get through to anyone, gave up

Patience Grasshopper

 

[Mr H]

Perhaps its because I'm only Bronze? Even still, us Bronze members deserve to have someone who can help.

I’m NB too

 

[ramboflyer]

As an overall, i think the wait times have gotten better. But specifically right now, QF has just done a round of schedule and route changes and many itinerary are affected (including my own) and people are calling to sort out alternatives.

That's all well and good and understandable if the the individual problem is actually fixed. I got one of those emails on Tuesday with 2 contact numbers (1300 659 116 & 13 13 13 (priority line)) and waited an hour on each number and gave up. My 6.05 am out of Hobart was changed to 11.25am which had me missing the connecting flight. Not unusual I know.

I called early on Wednesday. I checked the same flights before speaking to someone and the original flights were still shown. I noticed a flight number change on the first leg and mentioned that to the agent. Turns out that's all it was so the original times stood. We had a chuckle and I was told I would get an updated booking confirmation within 24 hours.

That didn't happen and instead I got another flight changed e-mail this afternoon. That e-mail has me landing in Sydney at 13.25 and departing for MCY at 09.55. I checked to see if the original flights are still there and they are.

The booking in my account looks ok but when I go to "confirm" or "accept" the changes I get a message to call the contact centre. That is a worry

All this just for a flight number change? And I gave the agent an end of call positive feedback!

 

[Leroy]

Hi All

Hoping to pick your brains on an issue I’m having.

I have a codeshare flight qantas/emirates booked through rewards and when booking I buggered up a letter in one of the middle names.

I called Qantas and after a 2 hour wait they said as it’s an Emirates flight they can’t do it and to contact Emirates. Emirates then said as it’s a Qantas booking, qantas need to fix this.

After calling Qantas again, they said the only option was to cancel the ticket and try to rebook. I really don’t want to go down this path as I’ve had multiple issues with Qantas ticketing in the past and have zero confidence that this flight is rebooked.

Any ideas on how to get this fixed? Fully accept it’s my error, however surely it shouldn’t be this hard to fix!

 

[elanshin]

Hi All

Hoping to pick your brains on an issue I’m having.

I have a codeshare flight qantas/emirates booked through rewards and when booking I buggered up a letter in one of the middle names.

I called Qantas and after a 2 hour wait they said as it’s an Emirates flight they can’t do it and to contact Emirates. Emirates then said as it’s a Qantas booking, qantas need to fix this.

After calling Qantas again, they said the only option was to cancel the ticket and try to rebook. I really don’t want to go down this path as I’ve had multiple issues with Qantas ticketing in the past and have zero confidence that this flight is rebooked.

Any ideas on how to get this fixed? Fully accept it’s my error, however surely it shouldn’t be this hard to fix!

No need to fix beforehand. Middle names are not important for this and if needed they would edit it at check in. Its actually harder for them to fix over phone as i understand it.