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 659 161
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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ronlon

Intern
Joined
Aug 27, 2015
Posts
72
It is so sad and so disgraceful to constantly read about the experience people have had. I have also had these experiences. I am bronze but before Qantas tweaked the call centre I managed to speak to Hobart on a few occasions and discovered the completely different skill set the staff there possess.

My god how can this be the same organisation ? Imagine going to the register at Woolworths and some staff know how to scan an item and other don't......
 
Joined
May 1, 2020
Posts
366
Qantas
Silver Club
At least at woolies you can self check-out. At Qantas we don't have the tools to do the basics which would relieve the pressure on the phone lines.
Qantas is like the woolies self checkout, but if there's an error while scanning, it takes a shop attendant 4 hours to figure out how to work the machine to make it scan. Oh also if it doesn't scan then there's a chance that your groceries will just disappear after a few hours.

Also depending on what staff you get they may tell you that you have to put your groceries back on the shelf then bring them back here to get it to scan, when you know full well that they just need to press the right button on the machine to get it to scan.
 
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RichardMEL

Senior Member
Joined
Mar 28, 2014
Posts
6,568
Called today around noon to change a flight (could not do online due to greyed out). no wait time, straight through to VIP. I had a minor panic when the phone broke up a bit as the agent answered and I thought uh wow have I gone offshore? but it clearted right up and I had a grerat agent in HBA. flight chnaged, no fees or fare change woot. As it should be (and yes I know, P1 so it should be this way, but had had waits in the past).
 

clifford

Established Member
Joined
Jul 6, 2004
Posts
2,360
Qantas is like the woolies self checkout, but if there's an error while scanning, it takes a shop attendant 4 hours to figure out how to work the machine to make it scan. Oh also if it doesn't scan then there's a chance that your groceries will just disappear after a few hours.

Also depending on what staff you get they may tell you that you have to put your groceries back on the shelf then bring them back here to get it to scan, when you know full well that they just need to press the right button on the machine to get it to scan.
You don't like Woolies, do you?
 

Mr H

Established Member
Joined
Dec 5, 2013
Posts
1,233
Currently on call number 4 - CapeTown Centre.

I need to remove two flights that route through CMB and replace them with flights through DEL. This is my choice and there will be an increased fare to pay.

Call 1 - talked the agent through the changes step by step, with flight details, phonetic alphabet and everything. I saw the changed come up on Check My Trip so she got the flights right. I thought how encouraging this was. I was put on hold while she did the taxes (this took over an hour) and then I gave my payment details. I was told that this would be ticketed immediately because the flights would disappear if it was not ticketed the same day. Then she came back after ab hold to tell me there was a problem with the payment, put me on hold and eventually I was disconnected.

Call 2 - got through, explained the problem and the agent hung up.

Call 3 - got through, explained the problem, and was told that they would recalculate the taxes. Eventually they gave me a figure, I paid and the transaction shows on my credit card. I was told it would be ticketed in 24-48 hours. I said I had been told that it would need to be ticketed same day, and I was told it would probably happen within an hour or two and I would know when it had happened as they would email me the new itinerary.

A day later and no ticket numbers for the new flights (and one existing one) on Check My Trip. So...

Call 4 - I was told it had all been ticketed. I said the first three flights on my itinerary did not seem to have ticket numbers. After a lengthy hold, I was told that I was correct. More lengthy hold while they try to ticket me. Then the agent has come back to say that there is a price difference to be paid. I said this had all been priced yesterday and I had paid, I quoted the exact amount from my bank website. Back on lengthy hold. Agent hung up after an hour.

Call 5 - in progress... One of my existing flights is no longer available - it was happily ticketed until yesterday evening. The lost sector is MEL-KUL with MH. I have helped the agent by finding availability MEL-PER-KUL the same day. It is less good - four hours in Perth and five hours on an MH 737 instead of the nice direct flight - but I can live with it. Waiting on the re-pricing although I will argue that I should not pay any extra because it was a QF mistake. They're currently unable to price it as it has more than 11 flights but the agent knows I am allowed up to 16 flights on a OWA so she needs to see whether there is a different system that can do this...

This has taken literally hours. How can it be so complicated to issue a ticket? Surely it is just a button press.

The one saving grace is that I have been connected quickly each time.
 
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Mr H

Established Member
Joined
Dec 5, 2013
Posts
1,233
After one hour and 54 minutes the rather fabulous South African Agent No 5 has sorted it out - I did have to pay additional taxes because she said that whatever was done yesterday was just wrong and will be refunded. She got onto ticketing for me to jump the queue and it was ticketed while I waited - ticket numbers visible on Check My Trip and a promise of an emailed itinerary. So there are some good agents in South Africa. :)
 

dylarr

Active Member
Joined
Dec 6, 2017
Posts
674
Qantas
Platinum
Virgin
Red
Calling as Platinum and having a rough night with the Cape Town call centre this evening. No hold times this evening but the trade-off being connected to Cape Town wasn't worth it.

Called to make change to a domestic Classic Flight Rewards booking - removing one flight and adding another due to schedule change. As per usual, Cape Town struggling with the calculation of points + taxes. All up, required speaking to 4 different agents to complete the request.

  • 1st agent - (Cape Town) - rude and condescending agent, advised he had saved the updated flights and placed me on hold to calculate difference, call disconnected and put through to survey after 10 minutes on hold. Checking MMB, no changes had actually been made.
  • 2nd agent - (Cape Town) - agent was helpful, actually made the changes to the booking but placed on hold for 30 minutes to calculate difference before call dropped out.
  • 3rd agent - (Cape Town) - agent accessed booking and placed me on hold for 10 minutes to calculate difference, came back to take payment details but call was disconnected whilst reading out credit card details.
  • 4th agent - (Auckland) - could see the previous calls made and apologised for the difficulties. Calculated taxes and fees on the spot, took payment and ticket reissued.
 

aidan059

Junior Member
Joined
Dec 13, 2021
Posts
49
Qantas
Gold
I have had to re-explain the same issue of Qantas not ticketing my booking in time and subsequently losing my flights to 3 separate agents over 3 days. Everytime they said they would call me back after to update me on the request to re-instate flight with oneworld. Of course none of them ever actually put in a request and none of them ever actually called me back. They refused to allow me to stay on the line until they sent off the email as only the "supervisor can do it" and he is "in a meeting at the moment". How this is deemed appropriate service in beyond me. I am stranded with no flights because of Qantas' coughty call centre staff and no way to get to Europe in 2 weeks.

The things I would do to talk to 1 single competent HBA/AKL agent my god.
 

Mothy

Newbie
Joined
May 24, 2022
Posts
4
Yes, I am in the same boat. Qantas cancelled my return flight from Europe in eight weeks. They didn’t even notify me. A dozen calls, many hang ups, many failed promises of call backs and yes, a couple of “managers in meetings” as well as a lengthy FB messenger conversation later, they are offering me no help at all.
I am now contemplating a trip to the airport in the hope one of the Qantas staff there can help.
 

CMA222

Active Member
Joined
Oct 15, 2009
Posts
646
........How this is deemed appropriate service in beyond me. I am stranded with no flights because of Qantas' coughty call centre staff and no way to get to Europe in 2 weeks.

The things I would do to talk to 1 single competent HBA/AKL agent my god.

Yes, I am in the same boat. Qantas cancelled my return flight from Europe in eight weeks. They didn’t even notify me. A dozen calls, many hang ups, many failed promises of call backs and yes, a couple of “managers in meetings” as well as a lengthy FB messenger conversation later, they are offering me no help at all.
I am now contemplating a trip to the airport in the hope one of the Qantas staff there can help.
Email :
[email protected]
and see if you get any response.
 

TomVexille

Enthusiast
Joined
Nov 12, 2013
Posts
11,210
Yes, I am in the same boat. Qantas cancelled my return flight from Europe in eight weeks. They didn’t even notify me. A dozen calls, many hang ups, many failed promises of call backs and yes, a couple of “managers in meetings” as well as a lengthy FB messenger conversation later, they are offering me no help at all.
I am now contemplating a trip to the airport in the hope one of the Qantas staff there can help.

QF no longer have staff at airports that can help
 

VPS

Senior Member
Joined
Apr 2, 2011
Posts
6,562
Qantas
LT Gold
Virgin
Platinum
Have already sent multiple emails to [email protected] and received no reply.

Are you sure it has an underscore in it? If so I will send to that one instead

Some alternative email domain names here. Have you rang one of the numbers they give out at the airport?
 

aidan059

Junior Member
Joined
Dec 13, 2021
Posts
49
Qantas
Gold

Some alternative email domain names here. Have you rang one of the numbers they give out at the airport?
Wondering what the most updated numbers are for those priority airport numbers. The ones pinned to this thread are outdated and just redirect to the main Qantas call menu.

If anyone has updated priority numbers that go straight through to HBA/AKL I would be ever grateful if you could pass them on! :)
 

CMA222

Active Member
Joined
Oct 15, 2009
Posts
646
Have already sent multiple emails to [email protected] and received no reply.

Are you sure it has an underscore in it? If so I will send to that one instead
The address with the underscore was the exact address posted somewhere on AFF (I thought this thread) which resulted in an almost immediate response to them from the Hobart call centre.
 

janelarm

Junior Member
Joined
Sep 21, 2010
Posts
28
Wondering what the most updated numbers are for those priority airport numbers. The ones pinned to this thread are outdated and just redirect to the main Qantas call menu.

If anyone has updated priority numbers that go straight through to HBA/AKL I would be ever grateful if you could pass them on! :)
I was given 1300 134 502 at Tullamarine 4 May and it went to Hobart. Hope it helps.
 

MJHoops

Junior Member
Joined
May 24, 2022
Posts
19
Qantas
Bronze
Virgin
Platinum
Yes, I am in the same boat. Qantas cancelled my return flight from Europe in eight weeks. They didn’t even notify me. A dozen calls, many hang ups, many failed promises of call backs and yes, a couple of “managers in meetings” as well as a lengthy FB messenger conversation later, they are offering me no help at all.
I am now contemplating a trip to the airport in the hope one of the Qantas staff there can help.
I am prepping for a similar call (or email to Stephanie!). I have a reward flight on JAL where the flight has been cancelled by JAL though there are other JAL connecting flights the same day JFK-MEL.

No notice from Qantas. I saw it by doing manage booking on JAL website

It’s weird because on the same booking ref I received a schedule change from Cathay for the outbound MEL-JFK. I’m dreading them saying it’s refund only for my JAL flight…

Any advice on how to best approach this particular situation much appreciated
 
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