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

 

[jonboixxx]

Why the long wait FFS?

 

[AIRwin]

For consistency

 

[jonboixxx]

For consistency

Consistency of poor customer service. I get it.

 

[jonboixxx]

Hour and a half so far. Pathetic! Could there have been an opportunity to create a world class, customer-facing business that would blow VA2.0 and Rex out of the water?

 

[Blackadder]

Probably better to try and contact them via Facebook and/or Twitter, rather than holding on and wasting time when you could be getting things done.

 

[jb747]

The one person remaining in the call centre is pretty busy.

 

[jakeseven7]

Hour and a half so far. Pathetic! Could there have been an opportunity to create a world class, customer-facing business that would blow VA2.0 and Rex out of the water?

What level FF are you out of interest?? I got through in about 15 seconds this AM.....

They did mention they are smashed though with borders opening, people using credits etc (I did all mine online but lots of not frequent flyers might find it more challenging....)

 

[SeaWolf]

The wait times when calling QF were usually about an hour plus even before covid, I can't imagine they're going to improve.

 

[RichardMEL]

This will only get worse in the short term imo as service desk staff are removed and if/when there are irrops/cancels etc.

While QF are touting app enhancements and the like to automate things like changing seats, rebookings, vouchers and all that it won't happen right away and when it is rolled out will probably be buggy...

You'd have thought QF would have worked to bring more staff online with the border reopenings being reasonably predictable and demand bubbling away (and those folks could use the work leading up to Christmas!)

Hoping things improve but.... yeah not too hopeful in the short term

 

[AIRwin]

You'd have thought QF would have worked to bring more staff online with the border reopenings being reasonably predictable and demand bubbling away (and those folks could use the work leading up to Christmas!)

And while JobKeeper is still in place?

 

[MEL_Traveller]

Hour and a half so far. Pathetic! Could there have been an opportunity to create a world class, customer-facing business that would blow VA2.0 and Rex out of the water?

No need!

Shackles of status (people won't leave). Tens of millions of dollars tied up in 'credits' that can't be used on any other airline. Current capacity can't meet demand, so no need to tout for business.

 

[wandering_fred]

Well status members can't leave until the government opens the borders
First call yesterday was more than an hour wait.... Went off and amused myself for a few hours, called back with a 7 minute wait time.
Now if the website was a little more user friendly

Hopefully wandering (soonish)
Fred

 

[jonboixxx]

What level FF are you out of interest?? I got through in about 15 seconds this AM.....

They did mention they are smashed though with borders opening, people using credits etc (I did all mine online but lots of not frequent flyers might find it more challenging....)

Lowly bronze, as I'm a points flyer.

 

[jonboixxx]

No need!

Shackles of status (people won't leave). Tens of millions of dollars tied up in 'credits' that can't be used on any other airline. Current capacity can't meet demand, so no need to tout for business.

Like many others, this unshackled frequent flyer has to find a home for millions of points annually. QFF is arguably worth half of the Qantas group value; PointsClub goes some way to reinforcing the importance of that portion of the business.
I understand your valid points as to why they may not consider the need to tout for business; I just find it extremely short-sighted and arrogant when dealing with customers that have many decades of flying ahead and who earn and allocate points with extreme flexibility.
I'm just asking for a few more call centre staff. Why have service standards in some sections of the business, yet fall woefully short in other parts? I'd hate to see them become another Telstra.

 

[TheInsider]

The issue is the majority of customers don't need the call centre and it's an expense for them to be there. It doesn't make them money so to speak.

 

[MEL_Traveller]

Like many others, this unshackled frequent flyer has to find a home for millions of points annually. QFF is arguably worth half of the Qantas group value; PointsClub goes some way to reinforcing the importance of that portion of the business.
I understand your valid points as to why they may not consider the need to tout for business; I just find it extremely short-sighted and arrogant when dealing with customers that have many decades of flying ahead and who earn and allocate points with extreme flexibility.
I'm just asking for a few more call centre staff. Why have service standards in some sections of the business, yet fall woefully short in other parts? I'd hate to see them become another Telstra.

This has been going on for years, not a covid related thing unfortunately.

Many say the sweet spot of QFFF membership is gold, but I'm pretty happy with my silver status as one of the benefits seems to be the opportunity for a 'call back' rather than having to hold.

 

[jonboixxx]

This has been going on for years, not a covid related thing unfortunately.

Many say the sweet spot of QFFF membership is gold, but I'm pretty happy with my silver status as one of the benefits seems to be the opportunity for a 'call back' rather than having to hold.

Cheers, good to know. I may get to silver this year, with the bonus status points on transfer promotion.

 

[jonboixxx]

The issue is the majority of customers don't need the call centre and it's an expense for them to be there. It doesn't make them money so to speak.

I agree with that. Though for my circumstances, it will lose them money if I don't send my points their way because they don't deem fixing a problem of their making is important. The South African call centre had said they had sorted my daughter's ticketing issue (1.5 hours wait) and then Auckland call centre finally fixed it (2 hours wait). Domestic MEL-BNE, after my daughter had been stuck in Melbourne since February. All good now, she's home.

 

[TomVexille]

The issue is the majority of customers don't need the call centre and it's an expense for them to be there. It doesn't make them money so to speak.

No, but it can certainly cost them money