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 025 396
1300 659 116

1300 025 390
1300 024 715
1300 659 115
1300 659 134
1300 659 502
1300 304 318
 
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fresherbill

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Jul 22, 2011
Posts
118
No call back yet, going on about 4 hours. I actually called last night as soon as I got my cancellation notice and got straight through. But they tried to tell me that I had to pay for alternate flights. I figured I'd HUACA in the morning... Mistake.
 

MEL_Traveller

Enthusiast
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Apr 27, 2005
Posts
24,348
On QF's facebook page platinums are also reporting 6+ hour waiting times. Seems QF has cancelled a whole bunch of flights for most of December from NZ to Oz.
 

am0985

Junior Member
Joined
Jul 23, 2018
Posts
39
This is so annoying. I'm lowly Silver but like everyone else have been waiting 6hrs. Looks like I picked the worst day to call?

CX rebooked my QF classic reward MAN - HKG flight from Tuesday 28/12 to Friday 31/12 as they only do one flight a week from MAN.

But I have a HKG - MEL flight as part of the booking too on 29/12 which is still unchanged. Also I don't want to be flying over NYE!

Anyone know if I can ask to be put on the flight from LHR on 28/12 instead? There are plenty of seats available on ExpertFlyer, though no Classic Reward seats...
 

MEL_Traveller

Enthusiast
Joined
Apr 27, 2005
Posts
24,348
This is so annoying. I'm lowly Silver but like everyone else have been waiting 6hrs. Looks like I picked the worst day to call?

CX rebooked my QF classic reward MAN - HKG flight from Tuesday 28/12 to Friday 31/12 as they only do one flight a week from MAN.

But I have a HKG - MEL flight as part of the booking too on 29/12 which is still unchanged. Also I don't want to be flying over NYE!

Anyone know if I can ask to be put on the flight from LHR on 28/12 instead? There are plenty of seats available on ExpertFlyer, though no Classic Reward seats...

This is actually something I would call Cathay Pacific about. As there are no reward seats it would be up to QF to contact CX anyway to see if they could map your seat across. CX may not want to help you as it's a QF ticket, but you could at least ask them to move you to the new flight, and say you'll then call Qantas to reissue the ticket.

CX's conditions of carriage outline your options when they cancel a flight - which includes an alternative day. They are also covered by the UK equivalent of Eu261, which provides protections in the event of cancelled flights (although no monetary compensation applies here you still have other rights).
 

am0985

Junior Member
Joined
Jul 23, 2018
Posts
39
This is actually something I would call Cathay Pacific about. As there are no reward seats it would be up to QF to contact CX anyway to see if they could map your seat across. CX may not want to help you as it's a QF ticket, but you could at least ask them to move you to the new flight, and say you'll then call Qantas to reissue the ticket.

CX's conditions of carriage outline your options when they cancel a flight - which includes an alternative day. They are also covered by the UK equivalent of Eu261, which provides protections in the event of cancelled flights (although no monetary compensation applies here you still have other rights).
Thanks for the detailed advice!

The notification I got from Cathay said "if you have any questions about this new arrangement, please contact your travel agent" which I am guessing would be QF in this instance.

It's a bit coughty they've said "we've put you on the closest possible flight" which is three days later when they could've put me on the LHR flight instead. I guess the question is whether I get a say in the matter...
 
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Looks like QF phone lines are having a total melt down today. Usually in an instance like this I might cut a company some slack. But even when there is no reason for a total melt down the wait times are still very long so there is no sympathy to QF here.
 

am0985

Junior Member
Joined
Jul 23, 2018
Posts
39
Disconnected after 6 hours on hold. Just a disgrace. I've never known a big leading company to have as bad customer service as Qantas.
 

flydoc

Member
Joined
Apr 24, 2015
Posts
406
On QF's facebook page platinums are also reporting 6+ hour waiting times.
Very glad now that I hung on after midnight last night

Looks like QF phone lines are having a total melt down today. Usually in an instance like this I might cut a company some slack. But even when there is no reason for a total melt down the wait times are still very long so there is no sympathy to QF here.
Disconnected after 6 hours on hold. Just a disgrace. I've never known a big leading company to have as bad customer service as Qantas.
Agree, unacceptable. Put it out there on SM.
 

am0985

Junior Member
Joined
Jul 23, 2018
Posts
39
I've been calling the 13 11 31 number - this is only open Mon-Sat 7-7 isn't it?

I know there's the 13 13 13 number but they're saying this is only for flights in the next 24hrs - so if I tried this tonight they wouldn't be able to help me for a flight in 2 months? Or would they do it anyway?
 

calmelb

Active Member
Joined
Oct 13, 2014
Posts
577
I know there's the 13 13 13 number but they're saying this is only for flights in the next 24hrs - so if I tried this tonight they wouldn't be able to help me for a flight in 2 months? Or would they do it anyway?
Thats the number I usually ring, and they still help me even though my flight isn't 24 hours away
 

fresherbill

Member
Joined
Jul 22, 2011
Posts
118
Got my callback a bit over 4 hours after being requested (via 13 13 13) and flights are rebooked. I got caught up in the BNE-SIN cancellations and they were spending quite a bit of time checking possible restrictions on the return. Seems they're taking quite a conservative approach to these restrictions so that must be adding to wait times. I feel for the call centre folks today, being polite and having preferred alternatives laid out made for a quick rebooking.
 
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