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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ChrisMars

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Qantas has rediculously long hours upto 6hours unbelieveable completely unacceptable - Start of the call says call will be answered in less than 15 minutes not sure how Qantas calculate 15minutes - 8pm in night 3 hours wait time then call got cancelled, Called 7am in morning wait 2 hours call got disconnected again called at 10am wait for 3.5 hours call disconnected - wondering is just me who is facing these rediculuous service from Qantas or anyone else has also faced this
With the countries that are closing borders one after the other, I can imagine lots of travelers calling their airline to make changes, possibly on complex international itinerary so not too surprised of long wait time

Under normal circumstances, without elite status, you wouldnt have to wait that long, 2.5 hours max.
 
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Nimo

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Apr 22, 2018
Posts
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2.5
With the countries that are closing borders one after the other, I can imagine lots of travelers calling their airline to make changes, possibly on complex international itinerary so not too surprised of long wait time

Under normal circumstances, without elite status, you wouldnt have to wait that long, 2.5 hours max.
 
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Nimo

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Apr 22, 2018
Posts
108
With the countries that are closing borders one after the other, I can imagine lots of travelers calling their airline to make changes, possibly on complex international itinerary so not too surprised of long wait time

Under normal circumstances, without elite status, you wouldnt have to wait that long, 2.5 hours max.
2.5 hours on Elite status not acceotable at all - Virgin answer within 5 minute regardless of status
Qantas always had this issue of long wait but not as worst as 6hours that's beyond imagination - I wonder Mr Joyce is aware of this - Frustrating part is that start of call says your call will be answered in less than 15minutes & dragged it to 3.5 hours how misleading specially from Australian National Carrier
 
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Yeah, there is a 17 page thread about the long wait times and some tips to try and get through a bit quicker.

I do think its a bit ridiculous, covid with snap border changes isn't new anymore. You would expect they would have a system (more staff) to deal with this now.
 
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Posts
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I had to call them in May to chase points and $ from an award flight 3+ months earlier. Was on hold for 5 hrs 17 minutes! At least the guy who answered the call was helpful and I got the points back immediately and the $ within 2 days. Bronze status.
 

Nimo

Member
Joined
Apr 22, 2018
Posts
108
Yeah, there is a 17 page thread about the long wait times and some tips to try and get through a bit quicker.

I do think its a bit ridiculous, covid with snap border changes isn't new anymore. You would expect they would have a system (more staff) to deal with this now.
I thought so - if there is that long wait times they should not accept calls by saying that they are quite busy
 
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MooTime

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2.5HOURS is still totally unacceptable.

Joycey doesn't care about things like this, he has to answer to shareholders, so only carefactor is about sales & $$ to him.

certainly one of the things turns me off flying QF on a regular basis.

which ever dept head runs this area obviously told to not worry about it from above as been same for years.
Basket case the call centre for QF, brown turd color standard!
 

jpp42

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I have a missing flight credit - a flight that was originally cancelled and then I used the credit on a flight for less than the total value. So I should have received a new credit afterwards for the remaining value to use on further flights (yes it was booked before 30 Sept 2021), but I have received no communications and no credits are showing up in my future bookings. This is a relatively low priority item and I don't wish to be on hold - is there really no way to send an email or message and get a response within a few days? The fact that they haven't introduced an email/message system for lower priority inquiries seems just as shocking to me. (Yes, I'm aware of the Qantas Frequent Flyer email but I believe as this is a credit/booking question it can't be answered there, but please correct me on that if I'm wrong?).
 

Nimo

Member
Joined
Apr 22, 2018
Posts
108
With the countries that are closing borders one after the other, I can imagine lots of travelers calling their airline to make changes, possibly on complex international itinerary so not too surprised of long wait time

Under normal circumstances, without elite status, you wouldnt have to wait that long, 2.5 hours max.
Called 1300 304 318 got thru within 2 minutes
 

TheInsider

Established Member
Joined
Jul 7, 2010
Posts
3,168
I have a missing flight credit - a flight that was originally cancelled and then I used the credit on a flight for less than the total value. So I should have received a new credit afterwards for the remaining value to use on further flights (yes it was booked before 30 Sept 2021), but I have received no communications and no credits are showing up in my future bookings. This is a relatively low priority item and I don't wish to be on hold - is there really no way to send an email or message and get a response within a few days? The fact that they haven't introduced an email/message system for lower priority inquiries seems just as shocking to me. (Yes, I'm aware of the Qantas Frequent Flyer email but I believe as this is a credit/booking question it can't be answered there, but please correct me on that if I'm wrong?).
You can message through Facebook messenger or twitter if it's not urgent.

Or maybe this may help: https://www.qantas.com/au/en/support/contact-us/customer-care-feedback-form.html
 

ameno

Junior Member
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Jul 10, 2015
Posts
47
It's a real kick in the guts when it is such a notable difference between being WP and WP1 at times like this.
 

Mattg

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I called at 12:32 today to enquire about award availability for a route that doesn't appear on the Qantas website. Was offered a callback, and somebody rang back at 13:35. They appeared to have a South African accent, so it was probably somebody from the CPT call centre.

I asked if he could check award availability from EZE to MAD on a particular flight I'm looking at, he said sure and put me on hold. After 10 minutes on hold, he came back to me to ask me to repeat the airport code for Buenos Aires, then put me on hold again. Then, 25 minutes into the call, it disconnected.

So I just wasted 90 minutes of my time to get absolutely nowhere on what is frankly an extremely simple request. Sorry Qantas, this is not good enough.
 

TheInsider

Established Member
Joined
Jul 7, 2010
Posts
3,168
I called at 12:32 today to enquire about award availability for a route that doesn't appear on the Qantas website. Was offered a callback, and somebody rang back at 13:35. They appeared to have a South African accent, so it was probably somebody from the CPT call centre.

I asked if he could check award availability from EZE to MAD on a particular flight I'm looking at, he said sure and put me on hold. After 10 minutes on hold, he came back to me to ask me to repeat the airport code for Buenos Aires, then put me on hold again. Then, 25 minutes into the call, it disconnected.

So I just wasted 90 minutes of my time to get absolutely nowhere on what is frankly an extremely simple request. Sorry Qantas, this is not good enough.
Pathetic really. Use the other number!
 

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