Qantas phone wait times

[Kaiser]

What's up with Qantas phone booking wait times? I gave up tonight after being on hold for 1 hr 45 min and then getting disconnected. Trying to make a Qatar J redemption which can't be done online

 

[Mattg]

I don't think I've ever had to wait that long... it's usually a few minutes at most.

I suspect that some technical error took you out of the queue. I would have hung up and tried again after about 20 minutes.

 

[OzEire]

I had a similar problem with the QF line trying to make changes to a J ticket from LHR. Disconnects were the most annoying, but also the lack of help from staff in London and fact that all of the calls were at roaming on cellphone cost. Never waited 1:45 hours though.

 

[feezable]

I waited 53 minutes last night

 

[ozbeachbabe]

What's up with Qantas phone booking wait times? I gave up tonight after being on hold for 1 hr 45 min and then getting disconnected. Trying to make a Qatar J redemption which can't be done online

I've done a QR classic award myself online BKK/xDOH/BCN previously without calling reservations.

What routing are you trying to book?

 

[pythonisman]

I gave up this morning after about a half hour on hold. Never waited more than a minute or so previously, but haven't called much...

 

[kelvedon]

I've done a QR classic award myself online BKK/xDOH/BCN previously without calling reservations.

What routing are you trying to book?

i have never seen QR J classic awards on line. I have seen F and Y though.

 

[Mattg]

Perhaps they're all busy trying to process seat selection requests?

 

[offshore171]

Yesterday there was a retime announced of QF61 (BNE to Narita) from November onwards. All affected Pax (would be thousands) were sent an SMS asking to call for info about the schedule change. This likely caused a surge of calls, hence the long wait times.


I was waiting on the provided phone number for a while. Gave up and called the WP line who were able to sort it out.

 

[ozbeachbabe]

Yesterday there was a retime announced of QF61 (BNE to Narita) from November onwards. All affected Pax (would be thousands) were sent an SMS asking to call for info about the schedule change. This likely caused a surge of calls, hence the long wait times.

What's the time change on the QF61?

 

[pythonisman]

Yesterday there was a retime announced of QF61 (BNE to Narita) from November onwards. All affected Pax (would be thousands) were sent an SMS asking to call for info about the schedule change. This likely caused a surge of calls, hence the long wait times.


I was waiting on the provided phone number for a while. Gave up and called the WP line who were able to sort it out.

*puts hand up* I'm in that boat, and thats why I called.
though I didn't get an SMS, I got a malformed email instead...

Called back later this morning and got through in about 20 seconds...

 

[offshore171]

What's the time change on the QF61?

Originally 1115AM departure, moved to 0945.

On its own, not a biggie, but probably half or more of the Pax on these QF61's are connecting through from Syd/Mel, so a lot of people needed to be moved to earlier departures out of Sydney or Melbourne.

Given this would affect thousands of bookings, it would have made sense for Qantas to stagger the SMS/Email notifications over the course of a week or so, in order to moderate demand on the call centre...

 

[Kaiser]

6th attempt at getting through- two lunch breaks wasted and 1h45 on hold until after midnight last night. Each time has been 45mins + before I've had to cancel the call and get back to work. What a joke. Is there any other way I can make this booking? I've booked myself on this particular flight using other ff miles and now I need to use my QFF points to secure an award seat for the missus before they are all allocated- so kind of a time urgent booking.

 

[Dr Ralph]

I'd say 1 hr 45 mins is still shorter than any time I've spent on hold with them.

 

[Kaiser]

Got through finally.

 

[marki]

Got through finally.

A quick question. When they ask you to punch in your Frequent flyer number does it get you thru quicker because (say your a P1) and your business means more to us(Qantas) and therefore we will answer the phone faster for you without waiting and bypassing all the others?
You get through to the premium desk (Virtual desk anyway) it's still old Maggie in call center but maybe a tad more experienced?

Thoughts anyone?

 

[Kaiser]

Not sure, but when I got through at about the 1 hr mark this arvo the fellow introduced himself as being from Qantas premium. I'm a lowly bronze pleb.

 

[Ken1]

Not sure, but when I got through at about the 1 hr mark this arvo the fellow introduced himself as being from Qantas premium. I'm a lowly bronze pleb.

Several times recently I've had calls answered as being from Qantas premium when I've called 131131 although I too am Bronze.

 

[marki]

That's still very long wait times and you lost money equivalent to one hour of your time if you were Mike Smith (ANZ BAnk CEO) that equates to 23000 dollars.

 

[ozbeachbabe]

That's still very long wait times and you lost money equivalent to one hour of your time if you were Mike Smith (ANZ BAnk CEO) that equates to 23000 dollars.

Only if you twiddled your thumbs for the hour and did nothing else. Other people will put their phone on speaker and still be productive with that hour multi-tasking.