Qantas Call Centre wait time" 2hrs & 40mins"... for "premium" passenger...

[UP4014]

131131 punched in my FF no.

Also keep in mind there are call centres around the world so depending on when you call you could get Tucson, Jo'berg, Auckland,..............and maybe even Australia!

 

[Max Samuels]

131131 punched in my FF no.

Also keep in mind there are call centres around the world so depending on when you call you could get Tucson, Jo'berg, Auckland,..............and maybe even Australia!

I am betting Tucson are the better ones?

 

[21510702]

I found the Facebook messenger system actually quite responsive and get more job done than the hotlines

 

[TheInsider]

I am betting Tucson are the better ones?

No call centre in the USA, maybe an office.
Only Australia (hobart), NZ (Auckland), South Africa and now Manila

 

[mrsterryn]

Just called and now in a queue for a callback . I usually don't have too long a wait but am a tad concerned I won't have the Aussie Call centre.
The call return is expected to be about 90 mins
Though not an actual public holiday I wonder if the Aussie CC is not at work today
The rva did say they are having system problems

 

[N860CR]

I got so sick of the hours of waiting when calling 131313 that I eventually just gave up.
I call 131011 now and get an immediate answer and great service every time. It’s made travel so much easier!

 

[Oubline]

Just called and now in a queue for a callback . I usually don't have too long a wait but am a tad concerned I won't have the Aussie Call centre.
The call return is expected to be about 90 mins
Though not an actual public holiday I wonder if the Aussie CC is not at work today
The rva did say they are having system problems

The Australian call centre really is just so much better than the rest - a sure sign you’re onto them is when they answer with “Qantas Premium”. Fingers crossed you will get lucky. Unfortunately I find getting onto them is rare, maybe 10-20%. The amount of wrong information I have been given by the South African call centre is very concerning and put me right off dealing with them for anything remotely complicated.

 

[Cessna 180]

I have had to ring them a few times this week.
Releasing of classic flight reward, upgrade request/thence cancelling and changing flights.

All been answered within a few minutes save for one time. Auckland once, every other time Hobart.

The lady I spoke to on Christmas eve said they were open everyday in Hobart.

It all seems very random.

 

[Franky]

I have had to ring them a few times this week.
Releasing of classic flight reward, upgrade request/thence cancelling and changing flights.

All been answered within a few minutes save for one time. Auckland once, every other time Hobart.

The lady I spoke to on Christmas eve said they were open everyday in Hobart.

It all seems very random.

Random seems to be the relevant word given the standard of service that many QF customers endure from these call centres.... Most people calling them would only be doing so because they can't resolve a problem on their own, and it seems a good number of them hang up none the wiser.

 

[stoney]

Status. Pratinum

That sounds a little rude, can you please explain this comment as I find it extraordinary that any business can afford to have customers wait on the phone for more than five minutes otherwise have a phone back service that actually phones the customer back.

 

[stoney]

I have a RTW trip coming up and there have been minor schedule changes DFW-HND and FCO-LGW and QF have asked me to verify the changes. As the changes do not affect any connections and considering the difficulty in contacting the QFCC or other contacts, my question is: Do I need to persist in the frustration of contacting QF or if I just ignore their request can it have adverse effects on my trip?

 

[Happy Trails]

I was surprised to be answered last night (Sunday), around 10pm, by an efficient and knowledgeable Australian-sounding 'premium line' person.

 

[stoney]

I got so sick of the hours of waiting when calling 131313 that I eventually just gave up.
I call 131011 now and get an immediate answer and great service every time. It’s made travel so much easier!

I just phoned the 131011 number and got SIA. Did I get the wrong number for QF?

 

[Jacques Vert]

Try the baker's dozen, regular dozen, one short.

 

[Pushka]

That sounds a little rude, can you please explain this comment as I find it extraordinary that any business can afford to have customers wait on the phone for more than five minutes otherwise have a phone back service that actually phones the customer back.

Platinums get through to the premium line much faster.
Cathay just cancelled a chunk of flights so I’d say the call centre is getting hammered. I know. My flight got cancelled and had to call. Waiting for call back. I tried using the message system they asked me to use on the notification of schedule change and clearly the operator had no idea about the scarcity of award flights (that I’d booked the week they were released) and told me to cancel and rebook. I asked him exactly what he saw I could rebook and he simply said to try later. coughe advice and service. The call centre was much more helpful.

I rarely get through to ANY call centre in less than 10 minutes!

 

[TheInsider]

I just phoned the 131011 number and got SIA. Did I get the wrong number for QF?

That was the point!

 

[Pushka]

That was the point!

I didn’t get it either! I almost tried it too.

 

[N860CR]

Sorry! I guess my sarcasm didn’t come through clearly!

 

[Pushka]

Sorry! I guess my sarcasm didn’t come through clearly!

It was very funny as it turned out. ! But if you don’t know the other number given it’s so close to Qantas then it needs some explaining.

 

[boomy]

I rarely get through to ANY call centre in less than 10 minutes!

Try calling SQ, you will rarely wait more than 1 minute regardless of status.