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

 

[JohnM]

Possibly your phone was accidently on mute, like the second time I called. Really hate doing this sort of thing - not their fault, but I want to be as sure as possible reward bookings aren't screwed up.

I doubt it as I called back immediately and got somewhere else and it was fine. Both times the phone was to my ear, not switched over to speaker.

Or maybe the agent was doing to this caller what another caller had done to them...

 

[RooFlyer]

I doubt it as I called back immediately and got somewhere else and it was fine. Both times the phone was to my ear, not switched over to speaker.

Or maybe the agent was doing to this caller what another caller had done to them...

I've edited my post ....

 

[JohnM]

I've edited my post ....

Aaahhh - now gotcha!

 

[PlutekPlutek]

I had made a reward booking from WAW to BKK. It was with Finnair, and the only available route was WAW-HEL-ARL-BKK as the direct HEL-BKK was not available for redemption. Yesterday I got an email from Qantas and Finnair saying that the ARL-BKK has been cancelled and that they accommodated me on the HEL-BKK flight instead. Bonus! My bookings now shows WAW-HEL-ARL as well as HEL-BKK. I would like to remove the redundant HEL-ARL leg and get the miles refunded. Called the Qantas line and got through to someone with a South African accent, explained my request but they sounded completely clueless. They were asking if I want to remove the inbound or the outbound flight. It isa one way booking only so the question seemed completely irrelevant. I didn’t feel brave enough to continue based on the reports of the whole bookings being screwed up. Any suggestions for how best to deal with this?

 

[Ade]

Any suggestions for how best to deal with this?

HUACA.

Depending on your QFF status you may keep HUACA until you get HBA/AKL. I have had very good success getting the WP premium in HBA between 0800 and 0900 hours CBR time.

 

[theice]

I had booked from BNE - CNS - NAR - HEL in December but now the NAR - HEL has been changed to HAN - HEL, which doesn't work at the moment because of Japan's restrictions. Everyone that I've talked to (Fiji or CPT I think) assures me there are no classic rewards seats to Haneda from anywhere in Australia so they can only offer me a refund at the moment.
Any suggestions? I'm only a Bronze member unfortunately so don't think I can get through to the premium lines.

 

[Port Power]

I had booked from BNE - CNS - NAR - HEL in December but now the NAR - HEL has been changed to HAN - HEL, which doesn't work at the moment because of Japan's restrictions. Everyone that I've talked to (Fiji or CPT I think) assures me there are no classic rewards seats to Haneda from anywhere in Australia so they can only offer me a refund at the moment.
Any suggestions? I'm only a Bronze member unfortunately so don't think I can get through to the premium lines.

Perhaps wait awhile. I read somewhere (unable to verify) that Japan may lift/modify its restrictions on September 7.

 

[djkelly69]

there are no classic rewards seats to Haneda from anywhere in Australia

This part seems correct, as it is not often you get award seats available 4 months out for a peak travel period to a high demand location.

The question is really who is responsible for fixing the misconnection, and I don't know the answer to that one. I assume it was all on one PNR?

 

[theice]

This part seems correct, as it is not often you get award seats available 4 months out for a peak travel period to a high demand location.

The question is really who is responsible for fixing the misconnection, and I don't know the answer to that one. I assume it was all on one PNR?

All on one PNR and ticketed. Not sure what to do here.

 

[jpp42]

I had booked from BNE - CNS - NAR - HEL in December but now the NAR - HEL has been changed to HAN - HEL

Hi Theice, welcome to AFF. Just a tip, if using three-letter codes you should generally use the IATA designators for the airport, so this should read "NRT" for Narita and "HND" for Haneda. Note that HAN is Hanoi, Vietnam, so it was a bit confusing at first. Also, NAR airport is a small city in Colombia

Regarding your question about Finnair's changes, suggest you post in this thread which is more on-topic, as this isn't really a call centre issue: FINNAIR Schedule change 2022/2023 - impact on Rewards Bookings . Technically the airport change isn't a "missed connection" as long as they have given you enough time (I think the minimum connection time used to be 2 hours for NRT-HND changes, which is quite optimistic, I would want at least 4 hours).

I am cautiously optimistic that things will be better in Japan by December. Another relevant thread is here: Japan Tourism for independent travellers.

 

[tdimdad]

Day of week	Thursday
Time of call	0730 AEST
Number used	13 11 31
Status	Gold
Hold time	1 min
Call Centre (if known)	South Africa (agent "Andy", a female voice)
Matter resolved	1/2, but I'm OK with the result
Details	1) Wanted to "unhide" a credit voucher which was not visible on my QFF profile (had disappeared soon after I cancelled the associated trip). This took a minute for her to key in but the PRN is now visible in my profile with its full value. 2) Wanted to convert a EUR-nominated credit voucher into AUD so I can book an ex-Australia trip with it. The agent was unable to do that but asked me to phone in when I'm ready to book and they'll do the conversion on spot then. If the call to book is as pleasant as this call was, I'm perfectly fine with this result.

After all the recent rubbishing of QF call centres, this call was a nice surprise. An immediate pick up, the agent's demeanor was friendly and focused, and she openly called out when she had made a typo when entering PRN details (it initially caused a bit of confusion but once she spotted that, it was sorted out quick). My call was a simple one but it's good to see that the call centre can also perform well.

 

[RooFlyer]

Day of week	Thursday
Time of call	0730 AEST
Number used	13 12 11
Status	Platinum
Hold time	<1 min
Call Centre (if known)	Hobart
Matter resolved	Mostly
Details	Called to get eTickets issued for three journeys that had changes made (2 x on-line, one with SA call centre) over the past month but had not been re-ticketed. Two done immediately, and e-mails received. For the third, I asked if, notwithstanding I had accepted the changes online, if a more convenient flight pair might be available (currently 6am departure). Droid consulted, but unresponsive. Promised a call-back when the droid wakes up.

 

[RooFlyer]

Promised a call-back when the droid wakes up.

Call back received an hour later, went to voicemail. My return call got Fiji - sorry, I need Hobart. Call later had <1 min wait, got Hobart, droid says yes, I'm on a better flight. No fuss, no drama. It should be like this for everyone.

 

[pippen_2k]

Day of week	Sunday
Time of call	1645 AEST
Number used	1300659116
Status	Silver
Hold time	1 min
Call Centre (if known)	International. Somewhere in Asia
Matter resolved	Yes
Details	Flights were changed/cancelled by Qantas over the Christmas period to undesirable times/days. I had paid cash for one way, points for the return leg (Canberra - Hobart). I requested the flights I wanted, and they were changed free of charge. Good experience.

 

[RooFlyer]

Day of week	Sunday
Time of call	1645 AEST
Number used	1300659116
Status	Silver
Hold time	1 min
Call Centre (if known)	International. Somewhere in Asia
Matter resolved	Yes
Details	Flights were changed/cancelled by Qantas over the Christmas period to undesirable times/days. I had paid cash for one way, points for the return leg (Canberra - Hobart). I requested the flights I wanted, and they were changed free of charge. Good experience.

Good stuff. Just make sure the new eTicket arrives

 

[pippen_2k]

Good stuff. Just make sure the new eTicket arrives

She told me to wait 24 hours for the changes to be visible. I will make sure to check over the coming days.
I have not been reading this thread that much. Is not getting re-ticketed common ?

 

[Port Power]

She told me to wait 24 hours for the changes to be visible. I will make sure to check over the coming days.
I have not been reading this thread that much. Is not getting re-ticketed common ?

Oh, yeah!

 

[RooFlyer]

She told me to wait 24 hours for the changes to be visible. I will make sure to check over the coming days.
I have not been reading this thread that much. Is not getting re-ticketed common ?

YES. If you don't get the eTicket PDF after the 'promised' 24 hrs, you'll have to call

 

[encryptededdy]

She told me to wait 24 hours for the changes to be visible. I will make sure to check over the coming days.
I have not been reading this thread that much. Is not getting re-ticketed common ?

Not a big rush to call to get them ticketed if the flights are QF metal, you won't lose them if not ticketed in time.

 

[pippen_2k]

Just checked my email. I have the new E-Ticket already Thanks anyways guys