Getting through to Qantas call centre

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maureeng

maureeng

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Is anyone else having trouble contacting Qantas by phone? For the last few weeks the wait time for Qantas premium has been at least 26min plus. Even then when I hold I have been disconnected after 20 min which is frustrating. Not good when you are calling from overseas. In the past I got through easily. I also tried the local office here in China and it has 33-44 min wait and can also only give you a call back if you have an Australian mobile so it must be an overseas call as well.
I did email Qantas saying I kept getting an error message when making an online booking and the response I eventually got was "you can try booking online"!!!????. This is obviously a generic response haha.
 
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Problems with the Qantas call centre have been around for several years. Yes, it's incredibly frustrating.

I normally try to call early in the morning (Australian time) for a shorter wait. If it's something that they can help with via social media then that could also be quicker (although the quality of the service is lower).
 
Unfortunately as mattg points out, for the last couple of years call wait times of anywhere up to 2 hours are pretty much standard these days. Silver or above usually offers a call back (one benefit that at least makes silver very valuable!)

Call wait times in China have always been terrible, and calls don't seem to be diverted to Australia.
 
MEL_Traveller said:
Unfortunately as mattg points out, for the last couple of years call wait times of anywhere up to 2 hours are pretty much standard these days. Silver or above usually offers a call back (one benefit that at least makes silver very valuable!)

Call wait times in China have always been terrible, and calls don't seem to be diverted to Australia.
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Up until the last few weeks I always managed to get onto Qantas premium within a few minutes. Got bumped back to gold from platinum a few months ago but was wanting to book the double status credits which will get me back to platinum. Website was having issues ( prob a China moment) so I was desperately trying to get through. Finally got through after 38 min on hold and about a dozen attempts. Dreading my phone bill but unfortunately If you have an overseas mobile number they can’t call you back
 
I consistently get through to Qantas Premium via a early morning phone call (AEST) in about 1 minute.

It’s probably worth waking up early to get things done efficiently.
 
maureeng said:
Up until the last few weeks I always managed to get onto Qantas premium within a few minutes. Got bumped back to gold from platinum a few months ago
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From memory of other threads here there can be a vast difference in wait times for Golds and Platinums at peak times.
 
maureeng said:
Is anyone else having trouble contacting Qantas by phone? For the last few weeks the wait time for Qantas premium has been at least 26min plus. Even then when I hold I have been disconnected after 20 min which is frustrating. Not good when you are calling from overseas. In the past I got through easily. I also tried the local office here in China and it has 33-44 min wait and can also only give you a call back if you have an Australian mobile so it must be an overseas call as well.
I did email Qantas saying I kept getting an error message when making an online booking and the response I eventually got was "you can try booking online"!!!????. This is obviously a generic response haha.
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I called them around 7pm Sydney time yesterday, requested a call back and haven't gotten any call back up until now :(
being a premium frequent flyer doesn't help too
 
I gave up a couple of time yesterday after over 40 minutes wait as well. Completely unacceptable:mad:
I have also noticed that Web Chat feature has not been appearing and the QF website states that it is disabled if they are experiencing high demand and staff are not available to reply.
 
I was on web chat last night, I was #44 in the queue. It took about 40 minutes to get through.

I find you have to be logged in for it to appear (maybe when it’s busy only shows if you have status?)
 
I used the webchat today to sort out the issue I had. I was holding on the phone with QF call centre while this all happened. Not fast but it was dealt with before the call was answered, and yes I was offered the call back option but held on.
I think I would use webchat as the principal contact method, the call centre waiting is ridiculous and I did provide that feedback.
 
I've called them twice in the past 2 weeks, using the number on the back of my (Gold) card, during the middle of the day and been answered within 1 minute each time. They do of course have the message we are busy, wait times are long, but then when I get the estimate wait time both times it has said 1 minute and I was answered withing that time.

I also used the online assistance with a booking 3 weeks ago, waited about 5 mins for someone who then spent the best part of 90 minutes working out how to book a fare and routing their website offered, but would not process. And in this case not only were they able to eventually get it booked, they offered flights the website was quoting as about $500 PP more expensive (for 4) for a price that was $200 (in total) cheaper. So no complaints here!
 
I had to ring three times yesterday as a P1. First time, no wait time, but disconnected mid-sentence. Second time, two minutes hold muzak/pleas to use the website, disconnected on pick up. Third time, two minutes hold, then successfully managed a full conversation!

Has someone severed the cable to NZ? Just kidding. ;)
 
After having an award booking cancelled because their online system wasn't working and they "couldn't process payment" I spent 3 hours on the phone. 2 hours on hold and the other hour trying to get things sorted.

That's as a lowly bronze however.

The wait was well worth it though after confirming my flights and getting the ticket numbers
 
I have just held on to Qantas first for 36 min then again for 22 min only to be disconnected both times!!!!!! This is so frustrating as they cant call me back as i'm overseas. I'm only Gold this year but this is a joke. I've tried at all times of the day but can never get through. It never used to be like this. I'm at a loss as how to get through.:mad:. If I was in Aus it wouldn't be so bad but these calls cost me a fortune then only to get disconnected after waiting on so long. I try the China office only to be told they can't help. AAAARRRGGGHHHH.
Sorry everyone i'm just so frustrated.
 
understand the frustration :( It was equally bad when i was in china back in 2011. But at least the calls didn’t get disconnected (but call wait could be anywhere up to 45 mins).
 
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