You can interact with us via SMS

[JohnK]

Would anyone attempt to do anything complex with this feature?

 

[themaiz]

I tried the TXT number from the US last week, when I was in an operational role that prevented me from making a call (quick or otherwise) to the call centre. The TXT was sent from my US phone number to the Australian TXT number. After over two hours of no response I called (and had a not terribly helpful agent experience, but that's another matter).

The IVR message for US 1-800 number painfully points out that the phone callback option is only available to Oz and NZ mobiles. I was never offered the SMS option on the US message, which might explain something.

 

[bPeteb]

I tried it this morning. Made a flight booking Tuesday and was sent an email telling me I had earned a $30 voucher to spend with QF hotels but no code on email. Live chat last night pointed me to QH hotels. Called them this morning and they suggested calling flights. They put me through and IVR suggested SMS. SMS was answered in maybe five minutes. They told me to contact QF hotels. Vicious circle but the SMS was prompt.

 

[andreas]

I also had a good experience with the SMS service. I had a Jetstar flight for a family member, booked via Qantas using points, that was cancelled at the last minute (surprise, surprise) and after opting for the SMS option while on hold to get a refund, I got a response within a few minutes. A couple of SMS exchanges later to confirm flight & PAX details etc and it was sorted. Points were credited back within a couple of days.

Definitely an improvement over the call centre for (relatively) simple issues at least.

 

[camabu]

I used the SMS system to change my mums flights from Colombia as the web chat service wasn't available outside Australia and we were unable to call. The SMS service worked extremely well....how much it will cost is of course another matter...

 

[themaiz]

I used the SMS system to change my mums flights from Colombia as the web chat service wasn't available outside Australia and we were unable to call. The SMS service worked extremely well....how much it will cost is of course another matter...

Did you have an Australian number or an overseas number on the phone? And did you send the text following a contact, or directly from the phone without following up a request first?

I didn't receive a response 48 hours after sending the text. Mostly likely won't now, since I'm back and the SIM isn't in a phone.

 

[Flying mermaid]

I used the SMS system to change my mums flights from Colombia as the web chat service wasn't available outside Australia and we were unable to call. The SMS service worked extremely well....how much it will cost is of course another matter...

less than a phone call especially on hold I once phoned from Italy because the Rome office was useless and I think it cost $100 to sort out my issue.

 

[andreas]

less than a phone call especially on hold I once phoned from Italy because the Rome office was useless and I think it cost $100 to sort out my issue.

Just on that topic: Vodafone's $5 / day roaming option which comes with most of their post-paid plans is worth gold. You can use your Australian plan's call, text and data volumes in many countries as if you were in Australia (eg 40GB + unlimited calls and texts on the plan I have) for $5 per day. Vodafone is not always the best service domestically, but being a frequent traveler I switched to them for this reason alone. No more massive roaming bills.

 

[Pushka]

I’m not going to bother with sms again. I tried this morning, as I’d only received half the points back and half the taxes for a cancelled 2 person award flight. It’s a common issue and a known error. Thought SMS would sort it quickly. I Texted all the details such as date PRN etc. An hour later, nothing and then a text apologising for the delay. Next thing I get a survey bot asking to rate my experience. Of 1-5 I gave a 1, sadly 0 not available as an option. Immediately I get an sms asking for me to repeat the details. Which I did. Three hours later, nothing. So I sent a text “anyone home” then as a reply I got the survey bot again. Another 1. I gave up. Rang the call centre and it was sorted quickly and points restored within the hour.

 

[maia200]

Have had a similar experience with sms. Am awaiting a points and cash refund for a cancelled booking, three times I have been told it has been expedited....still waiting since March. Once a month I sms....just waiting for a free couple of hours to phone....

 

[Pushka]

Have had a similar experience with sms. Am awaiting a points and cash refund for a cancelled booking, three times I have been told it has been expedited....still waiting since March. Once a month I sms....just waiting for a free couple of hours to phone....

You gotta call. When you can.

 

[Dr Ralph]

Used in the last 48 hrs. Very happy with the service.

 

[Pushka]

Used in the last 48 hrs. Very happy with the service.

What was the query. I’ll post a screenshot of mine from yesterday. This “conversation took place over a few hours. I’d text, then a long time after I’d get a “delay” message. I’d reply then straightaway I’d get the survey bot.

First.



Second



Third



Fourth



Last

 

[Dr Ralph]

Some problems with an MU award booking for 2020. Got no messages like yours. All responded to over a period of 15 mins.

Did you start the conversation directly by SMS or get the link for the SMS via starting with the phone call first?

 

[Doctore1003]

Not sure what was going on at Qantas yesterday but everything (calls, SMS, chat) was super delayed.
I wanted to get a booking ticketed. Called and was told it would be done in an hour. Didn't happen.
Used the chat feature in the app - ditto.
Finally decided to send an SMS to the number I had in my phone from a previous SMS convo with Qantas over a month ago - and it worked!
They replied in an hour and manually ticketed my booking.
Not sure if I should publish the phone number. Anyone else have it as a mobile ending in 827?

 

[Dr Ralph]

Not sure what was going on at Qantas yesterday but everything (calls, SMS, chat) was super delayed.
I wanted to get a booking ticketed. Called and was told it would be done in an hour. Didn't happen.
Used the chat feature in the app - ditto.
Finally decided to send an SMS to the number I had in my phone from a previous SMS convo with Qantas over a month ago - and it worked!
They replied in an hour and manually ticketed my booking.
Not sure if I should publish the phone number. Anyone else have it as a mobile ending in 827?

827 is the number for my recent interactions.

 

[maia200]

Mine too, that is the published SMS number.

 

[TheInsider]

Not sure if I should publish the phone number. Anyone else have it as a mobile ending in 827?

Flight booking contact numbers | Qantas

Call us if you need help to book or change a Qantas flight, from a list of phone numbers for the country you're located in.

www.qantas.com

 

[Doctore1003]

Has anyone tried booking a flight via SMS? Can they take payment that way?

 

[Pushka]

Not sure if I should publish the phone number. Anyone else have it as a mobile ending in 827?

I already posted the number upthread.