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]

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 can’t recall anyone ever posting about an issue with a middle name that actually affected travel.

 

[chiken_nugets]

So I tried Qantas' FB Messenger channel as a last ditch effort

These days I go straight to FB messenger. I can lay out my query clearly, inclusive of all passenger names, contact details, booking reference numbers, screenshots etc etc. without having to spell it out over some dodgy phone connection which might drop out at a moment's notice or if I accidentally press the lock button on my phone.

Sometimes the wait can be long, but since I am not sitting on hold on a phone I am usually happy to wait.

Added benefit of having everything in writing, and so far, I have had very competent service through this channel. Can't say the same for previous experiences over the phone where HUACA was a much needed mantra.

 

[boxjelly5]

Almost certainly because you are bronze. I literally wasted days of my life on hold sorting RTW Reward. Then it improved with the big backlash. Now getting back to old ways. If you are bronze you are at the end of the queue and then almost always get an OS rep with no idea how to do anything slightly complex.

 

[jakeseven7]

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.

I barely wait a minute after hitting all the right numbers but Platinum here.

My mum is bronze and called on Monday for a flight change - 5 minute wait. You do seem to have rotten luck! Sorry to hear.

Post automatically merged: Yesterday at 7:56 AM

These days I go straight to FB messenger. I can lay out my query clearly, inclusive of all passenger names, contact details, booking reference numbers, screenshots etc etc. without having to spell it out over some dodgy phone connection which might drop out at a moment's notice or if I accidentally press the lock button on my phone.

Sometimes the wait can be long, but since I am not sitting on hold on a phone I am usually happy to wait.

Added benefit of having everything in writing, and so far, I have had very competent service through this channel. Can't say the same for previous experiences over the phone where HUACA was a much needed mantra.

Interesting I might recommend this for the Bronze flyers I know in the future / people who don’t like to call! Thanks for sharing.

 

[sevenfourtyseven]

These days I go straight to FB messenger. I can lay out my query clearly, inclusive of all passenger names, contact details, booking reference numbers, screenshots etc etc. without having to spell it out over some dodgy phone connection which might drop out at a moment's notice or if I accidentally press the lock button on my phone.

Sometimes the wait can be long, but since I am not sitting on hold on a phone I am usually happy to wait.

Added benefit of having everything in writing, and so far, I have had very competent service through this channel. Can't say the same for previous experiences over the phone where HUACA was a much needed mantra.

Similar experience via a direct message on X (Twitter). If the request isn't urgent, it saves staying on the phone, maintains a written record and can be somewhat easier.

 

[JackMiles]

These days I go straight to FB messenger.

Do you send a message on the main page? Ie, this one: Qantas, or a separate QFF page, or help page or...?

 

[chiken_nugets]

Do you send a message on the main page? Ie, this one: Qantas, or a separate QFF page, or help page or...?

Yes that’s the one. You can also just search for Qantas in Messenger and select the page from there (with a blue tick).

 

[elanshin]

My mum is bronze and called on Monday for a flight change - 5 minute wait. You do seem to have rotten luck! Sorry to hear.

Depending on the itinerary and travel times, the flight change part gets recognised by the system and may be prioritised because of it.

 

[JackMiles]

Yes that’s the one. You can also just search for Qantas in Messenger and select the page from there (with a blue tick).

Thanks very much for the confirmation and extra tip, nugets.

 

[Amanad78]

These days I go straight to FB messenger. I can lay out my query clearly, inclusive of all passenger names, contact details, booking reference numbers, screenshots etc etc. without having to spell it out over some dodgy phone connection which might drop out at a moment's notice or if I accidentally press the lock button on my phone.

Sometimes the wait can be long, but since I am not sitting on hold on a phone I am usually happy to wait.

Added benefit of having everything in writing, and so far, I have had very competent service through this channel. Can't say the same for previous experiences over the phone where HUACA was a much needed mantra.

Do you think this would work for adding flights to a Oneworld Award flight?

 

[Horatio]

I barely wait a minute after hitting all the right numbers but Platinum here.

I've been lucky that way too - also WP. And just as well, as like others, I've had lots of itinerary/aircraft changes lately. All notionally small, but a couple of them still stuffed up plans and needed rectifying.

I had just this issue yesterday. Only waited about 3 minutes and got a terrific operator. We were accidentally cut off (I was pushed to the 3-question survey unexpectedly). Called back on 131313, and spoke almost immediately with a different operator who was about to finalise the change when the original person rang on my other line and sorted it out. Genuinely good and prompt service.

 

[djkelly69]

Do you think this would work for adding flights to a Oneworld Award flight?

I have used it to add domestic legs to the end of international reward flights, so I guess in theory it should be able to used for an OWA (which is essentially just a group of reward flights).

The issue/s will come when they can't see the same availability as you, present other options, etc. This will be compounded by the fact that it usually takes them ~12 hours to respond, and availability can change in that time frame quite easily.

 

[JackMiles]

Thanks very much for the confirmation and extra tip, nugets.

Wow! Thanks again @chiken_nugets - all sorted within a couple of hours, which includes some delays in me responding. Bloody great! So much better than getting on the phone.

 

[ellen10]

Qantas canceled my sons flight. He has been caught in Adelaide, no accommodation.
Was on hold to Qantas for an hour and 15 minutes. His battery on his phone died.

Finally has found somewhere to stay and will contacting them again tomorrow.

 

[gaz0303]

Qantas canceled my sons flight. He has been caught in Adelaide, no accommodation.
Was on hold to Qantas for an hour and 15 minutes. His battery on his phone died.

Finally has found somewhere to stay and will contacting them again tomorrow.

Port Lincoln flight? Tell him to check the Qantas app. He has likely been rebooked on tomorrow mornings 6:40am flight.

 

[DC3]

Qantas canceled my sons flight. He has been caught in Adelaide, no accommodation.
Was on hold to Qantas for an hour and 15 minutes. His battery on his phone died.

Finally has found somewhere to stay and will contacting them again tomorrow.

I’ve been replying on the other thread and then I see that you are over here on this thread.

“The Qantas Newbie Questions Thread”

 

[elanshin]

Do you think this would work for adding flights to a Oneworld Award flight?

No I would not risk them touching it on FB when I'm not around to instruct very carefully also coordinate with them. Also there's no guarantee by the time they get back to you the flight is still there.

OWA are a pain but you need to put im the time otherwise things will be less likely to come out right.