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

 

[N860CR]

I was told by one consultant that they could not contact ticketing directly anymore, I told them that I was not blaming them personally but I needed to talk to their supervisor as I needed it sorted right now. They went to get the supervisor and magically they were able to contact ticketing for me.

Exactly my experience. Call did last about 7 hours though so it wasn’t sorted “right now”, depending on your definition of now. Certainly not now now anyway.

 

[love_the_life]

Out of curiosity @love_the_life when is your flight? I have been trying to get them to issue a ticket and (among their many replies) the answer I get is that the flights are further away and they are prioritising earlier tickets. This has been going on for more than a week - or three weeks depending on how we count

Apologies - I missed your post. I am flying in mid July. SYD - SIN.

 

[Mattg]

Exactly my experience. Call did last about 7 hours though so it wasn’t sorted “right now”, depending on your definition of now. Certainly not now now anyway.

Maybe not "right now", but that would be more or less "just now" by South African standards.

 

[N860CR]

Maybe not "right now", but that would be more or less "just now" by South African standards.

Glad someone picked up on my bad joke!

 

[dylarr]

Day of week	Friday, 22nd April
Time of call	1:30 PM AEST
Number used	131313
Status	Platinum
Hold time	5 minutes
Call Centre (if known)	Hobart
Matter resolved	Yes
Details	Request release of Classic Reward seat for a simple domestic (QantasLink) booking. Approved by droid almost instantly. Paid taxes and fees, all up took about 5 minutes. Received ticket about 10 minutes after ending call. I think I spoke to Martin - I hope I got the right name. Very friendly and helpful consultant.

 

[sudoer]

Day of week	Wed 27 Apr
Time of call	10:15 AM AEST
Number used	13 12 11
Status	Platinum
Hold time	Zero - picked up within two rings
Call Centre (if known)	Hobart
Matter resolved	Yes
Details	Needed to change an award booking. Great to see hold times have seemingly disappeared - amazing what a bit of bad publicity can do.

 

[kingzac]

Day of week	Wednesday, 27th April
Time of call	7:30 AM AEST
Number used	131313
Status	Gold
Hold time	19 minutes
Call Centre (if known)	Fiji?
Matter resolved	Yes - Appears to be
Details	Cancelled BA flight in middle of big OW award booking. Agent initially asked if I wanted to cancel the whole booking - terrifying. Told him the new flight I wanted and we were away. Seems like he had someone over his shoulder, lots of put on hold but the issue seemed to be resolved quickly compared to previous issues. I assume because of the help he had but also just a change between the same cities and carrier. Total time 37mins.

 

[encryptededdy]

Day of week	Wed 27 Apr
Time of call	11:00 AM AEST
Number used	13 13 13
Status	Silver QC
Hold time	1 hour 20 minutes (System claimed wait time was "less than 30 minutes", no CB option)
Call Centre (if known)	Probably Fiji
Matter resolved	Yes(!!)
Details	Wanted to remove the return leg from a simple 3 award flight booking. Was told this is not possible, and that I would have to fly the first two flights, then call and request cancellation of the remaining leg then. I had to be quite assertive that this was possible, and the agent eventually went to talk to someone to confirm that it was possible. I then had to wait for the system to compute the refund owed in this case. The agent tells me it's taking forever because the system is slow. I was told I could just hang up and it would be processed "within 24 hours", but I have no faith in that actually happening because, well, Qantas After a painstaking 20 minutes on hold waiting for the system to compute the refund owed (I was thinking to myself, what if the system was down and I had to call back again later), the agent was able to process the refund for me

edit: Oh dear, it looks like a new e-ticket was not issued successfully... hopefully it comes through in the next few days. Anyone know if I'm at risk of losing my flights if all I did was remove a flight from my itinerary? (the itinerary was previously ticketed successfully)

 

[sudoer]

Wanted to remove the return leg from a simple 3 award flight booking. Was told this is not possible, and that I would have to fly the first two flights, then call and request cancellation of the remaining leg then.

They couldn't have given you more misleading information - you wouldn't be permitted to make the change you want after flying the first two legs...

 

[CMA222]

This experience appears to be more suited to:

Incorrect information you've been given by Qantas Contact Centre

As Qantas continues to outsource its contact centres, with more and more calls being answered in Manila & Cape Town, myself and many others have noticed a severe deterioration in the quality of the service provided. It's become so bad, in fact, that I've decided not to re-qualify for Qantas...

www.australianfrequentflyer.com.au

At least then its all in the one place for reference.

 

[Ansett]

Rang the P1 Team this afternoon and almost fell of my seat the call was answered and I hadn't even heard a single ring. Looks like things are definitely much better

 

[LinaLee]

Friend flight just got cancelled a few hours ago. Flight is for tomorrow morning. MMB offers the refund/flight credit or take another flight and pay fare difference of $140. is that even legal to ask passengers to pay more when flight is cancelled by Qantas? And you wander why everyone is calling the call centre? Called the priority lines above (1300659116). Been on hold for 1h20min before an agent answered. Then got told to please hold. Silence on the line for another 30 mins Before she came back on the line. Hopefully it will get sorted now And not get the drop call….

It seems she does not have authority to make the change, need to call internal department to get approval so back on hold…then she came back online to say changes done wait 24 hours for new tickets….but this flight is 0815am tomorrow …so friend insist to get itinerary now….she says she’ll have to call internal department to get that done. Back on hold. She came back to say she’s on hold for internal department….the saga continues…and she then hangs up after saying can’t get through. Luckily it’s appeared updated in their booking page.

My friend almost got suckered to pay fare difference! Thinking that’s all the options they have.

Before this they called the 131313 number. They have no status. Was still waiting after 1h50min before they gave up.

 

[justinbrett]

I called this afternoon and got straight through

 

[LinaLee]

I called this afternoon and got straight through

What time did you call? They started calling from about 3pm. But they don’t have status. Could be why.

 

[justinbrett]

What time did you call? They started calling from about 3pm. But they don’t have status. Could be why.

Just before 2pm

 

[LinaLee]

Just before 2pm

Thanks. They must have just missed the boat

 

[encryptededdy]

Luckily it’s appeared updated in their booking page.

Hopefully it's ticketed properly... :|

1300659116 is the correct number and is the one I've gotten in emails when my flight has changed. Last few times I called the number (when my flight changed) it was picked up in a few minutes. Not good that it has long delays now...

It's not good that you have to do this but next time just call as yourself and then had the phone to your friend (or conference call them in) to manage their booking to be honest. You'll be answered relatively quickly as a Platinum.

 

[Scr77]

Friend flight just got cancelled a few hours ago. Flight is for tomorrow morning. MMB offers the refund/flight credit or take another flight and pay fare difference of $140. is that even legal to ask passengers to pay more when flight is cancelled by Qantas? And you wander why everyone is calling the call centre? Called the priority lines above (1300659116). Been on hold for 1h20min before an agent answered. Then got told to please hold. Silence on the line for another 30 mins Before she came back on the line. Hopefully it will get sorted now And not get the drop call….

It seems she does not have authority to make the change, need to call internal department to get approval so back on hold…then she came back online to say changes done wait 24 hours for new tickets….but this flight is 0815am tomorrow …so friend insist to get itinerary now….she says she’ll have to call internal department to get that done. Back on hold. She came back to say she’s on hold for internal department….the saga continues…and she then hangs up after saying can’t get through. Luckily it’s appeared updated in their booking page.

My friend almost got suckered to pay fare difference! Thinking that’s all the options they have.

Before this they called the 131313 number. They have no status. Was still waiting after 1h50min before they gave up.

Make sure the eTicket arrives or they will not be flying. Flight showing in MMB is not sufficient And airport staff can’t fix it anymore.

 

[LinaLee]

Hopefully it's ticketed properly... :|

1300659116 is the correct number and is the one I've gotten in emails when my flight has changed. Last few times I called the number (when my flight changed) it was picked up in a few minutes. Not good that it has long delays now...

It's not good that you have to do this but next time just call as yourself and then had the phone to your friend (or conference call them in) to manage their booking to be honest. You'll be answered relatively quickly as a Platinum.

They’ll find out tomorrow as they can’t check In. Can only check in at the airport

Agree that the long wait times on those lines is no good. I thinks it’s cause Qantas has probably cancelled a bunch of flight as per normal

oh I thought of doing that but did not really want to abuse that privileg. Having said that I’ve had two hours or more wait times last months a few times when they kept stuffing me around for my late May booking to KUL.

Post automatically merged: Apr 27, 2022

Make sure the eTicket arrives or they will not be flying. Flight showing in MMB is not sufficient And airport staff can’t fix it anymore.

Oh no, they will have to call again as the lady on the other side hung up on them after she said it will have to wait till midnight

 

[encryptededdy]

oh I thought of doing that but did not really want to abuse that privilege

If your friend is flying tomorrow just do it, I'd say. Better to have it solved now than at the airport.

I personally wouldn't think of it as abusing the privilege, and besides, there's not many things the call centre can deal with that are higher priority than "flying in less than 12 hours and don't have an eticket"