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

 

[RichardMEL]

I've said before that the poor way QF handles the call centres and wait times is ridiculously poor in the main. And really they're killing some percentage of their customers despite the arrogance afford by a large domestic market share and "rusted on" loyalty for many tied to QFF etc.

It seems to me the price sensitive will stay price sensitive and thus do BFOD and whatever works and will be annoyed by the call wait times, but probably will not change their practices if somehow QF is the best deal for their needs (seems unlikely in the main). Same with the casual flyers - the <= 2-3 trips a year crowd more or less. Some may sure move to VA or Rex or whoever in frustration, but those folks are not the huge yield earners (Yes I know someone will say they paid full F to LHR that one time to go to Band Camp and never again) QF probably cares about keeping happy

to me, the (pun intended) Golden Goose of people REALLY impacted by this kind of stuff are your Silvers, Golds(the pun) and Platinums - those who fly enough and/or make the effort to attain/retain status and that represents some level of yield to QF, even if it's mostly DSC or by flying OW partners.. it's still people QF *should* be trying their best to cater too.

(don't take this to mean that I think it's OK for Joe once-a-year flyer to have to wait > 5min to be answered and given competent service - not at all. Good Customer Service is about meeting these reasonable expectations for all customers, not just the special few

but significantly, in my view it's the core of lower-mid and even to higher (WP) tier flyers who QF is endlessly pissing off with cough like this, and then having to wait for an hour or two or a call back, get agents who can;'t seem to manage the simplest things? Just pushes away people you really should be working so much harder to keep happy.

This ties in to the whole goal of vastly improving online self service abilities and fixing all these stupid glitches that send us into a rage and HAVE to call up to get cough fixed. Yes, QF have announced extra efforts in these areas - improvements to the app and website and so on, and I absolutely applaud these goals (not seen too much show up in reality yet though). These have to be happening. If punters can solve their problems online they don't need to call.. or if things sending bookings to the manual queue for were resolved then again, punters not need to call so yes please.

Initiatives like converting flight credits to Passes are good things that assist with all of this, and I really like this rollout by QF as a positive step. More please.

And yes, I'm a P1 and have had the huge advantage of almost instant answers by VIP team and whatever.. my experiences have been very good.. but I also feel guilty that they are and I try to do everything I can to avoid calling to tie up agents with trivial things (for example, why when QF cancel a flight, can't the "Cancel to Qantas Pass with DSC/points/whatever offer" flow be done online? Seems like this would be a no brainer to implement, but I digress). I also realise, of course, that I am NOT typical with my experiences and that the vast majority of customers are getting a ridiculous subpar experience and I think that's wrong.

 

[MEL_Traveller]

This has been going on for years… *on paper* QF seems to defy all the teachings and theories of economics and competition. Yet somehow they pull through every time.

 

[Mattg]

Is it just me, or are Gold members no longer getting priority in the call centre queue?

The last few times that I've tried to call, I've entered my QFF number but it doesn't seem to have reduced the wait time or put me through to the premium team.

 

[sydneyboi]

Is it just me, or are Gold members no longer getting priority in the call centre queue?

The last few times that I've tried to call, I've entered my QFF number but it doesn't seem to have reduced the wait time or put me through to the premium team.

been thinking the same thing

 

[TheInsider]

Just use the number above!

 

[MooTime]

QF did hand out Gold status to every man & his dog.... Wasn't it 3 status matches within 12 months, ha, Even us VA refugees got one.

They just don't actually care about the call centre, it's beyond the bottom draw, just sales sales sales.
Imagine going to the QF AGM with the big news that your call centre wait times have decreased by 70%, AJ's mic may aswell be turned off, who'd care, but sales increase any amount & the crowd roars.

 

[Lukabs]

Yesterday I had to make 2 calls to 131131. The first just ended after 49 minutes on hold. I was answered on the second call after about 40 minutes.

Trying to get a refund for a flight cancelled by Qantas.

I was advised it will take about 8 weeks for the refund to be processed as they are doing them manually. Upon asking about an automated process was advised there are thousands of refunds being processed & the system can’t cope, so they are all being done manually.

 

[Beano]

I had a brief flurry into the Qantas call centre to confirm my status and see whether I needed a status run. I had no trouble speaking to someone and call answered quickly once I was past the voicemail and enter FF number, but then I'm a QP. No status run needed as I had travelled earlier in the year.

 

[SOPOOR]

I used to think that any company that could provide such levels of horrific service would suffer and go out of business, but I now know that's a big fib

Given that people were getting job keeper and had no work to do due to no flights, you'd think they would train people to answer phones or cross-skill

If there was some service standard that airlines had to adhere to eg no more than x mins waiting time or else they get fined, then maybe companies like Qantas would actually address the issue and stop BS ing the public

In my experience with Philippine call centres is that if it's a simple issue that requires no lateral thinking, they are good at it, anything more it's a disaster most of the time. I've made complaints to companies that use them and I've essentially said "pay peanuts and get monkeys" don't get angry at customers complaining, because by hiring them you've made your bed , and now you have to lie in it

 

[TheInsider]

I had a brief flurry into the Qantas call centre to confirm my status and see whether I needed a status run. I had no trouble speaking to someone and call answered quickly once I was past the voicemail and enter FF number, but then I'm a QP. No status run needed as I had travelled earlier in the year.

There is a difference between reservations and the frequent flyer call centre.

 

[onemore]

Qantas does not discriminate, I am platinum and lifetime gold, I gave up after half an hour of being on hold.

 

[Pushka]

As an example. Family won’t stir me anymore about Qantas status.

Last night with multiple flight execrable changes and cancellations from the mines in WA through to Adelaide for a flight today, my brother (no status) was on hold for 90 minutes until SIL called me in tears. So she gave me all the details and I was answered in less than five minutes. Bessie from TAS was amazing and sorted it all out. I was messaging brother during the call to check what flights they wanted etc. He messages looked like he’d hit the turps . He said no, I’m brain dead because I've been on hold for 2 hours now. So I told him to hang up as in twenty minutes all the new flights were sorted and booked. Thank god they didn’t answer him - I presumed he’d hung up once I messaged him that I was already through

I called at around 8pm on a Weds if that’s any help. I’ve also had brilliant service on Saturday mornings.

 

[Mark1966]

This is the greatest motivation to maintain WP - the thought of no status and needing to call QF ...

 

[Pushka]

This is the greatest motivation to maintain WP - the thought of no status and needing to call QF ...

Last nights experience totally confirmed that.

 

[Powderpack]

Dont start me on Qantas call Centers. Iam a silver status FF and my call ALWAYS gets answered by the Sth Aftica call Center . Absolute disaster everytime. They obviously have no authority to make any decisions,and always put you on hold while they try calling another department for giudance, who keeps them on hold,and then you get disconnected. When I finally voiced my dissatisfaction with the agent about the inadequate service after 3 attempts to get some resolution, taking up 12 hours of my time all up,waiting on hold, being put on hold by the agent, while he is on hold trying to ask someone else how to do a basic action,I was basically told I was being racist and that he would hang up on me if I again singled out the SA call center as being inadequate in solving my issues. What!!! If I was getting that mediocre service from the Hobart office I would have stated my case the same, but because it was SA, Im a racist……..!!! Qantas, you are trying my patience, and for the first time ever, I have booked internationally with another airline!!!

 

[Pushka]

Dont start me on Qantas call Centers. Iam a silver status FF and my call ALWAYS gets answered by the Sth Aftica call Center . Absolute disaster everytime. They obviously have no authority to make any decisions,and always put you on hold while they try calling another department for giudance, who keeps them on hold,and then you get disconnected. When I finally voiced my dissatisfaction with the agent about the inadequate service after 3 attempts to get some resolution, taking up 12 hours of my time all up,waiting on hold, being put on hold by the agent, while he is on hold trying to ask someone else how to do a basic action,I was basically told I was being racist and that he would hang up on me if I again singled out the SA call center as being inadequate in solving my issues. What!!! If I was getting that mediocre service from the Hobart office I would have stated my case the same, but because it was SA, Im a racist……..!!! Qantas, you are trying my patience, and for the first time ever, I have booked internationally with another airline!!!

When are you calling? That seems to make a difference.

 

[DLCCCC]

I resonate with the other complaints. Having had to change a flight due to Covid, I was told I had a credit, which could be used by the original booking number. I can't. I want to use the credit for another flight. I have rung the call centre in the middle of the night, and although I got through quite quickly, I was continually put on hold (over an hour in total) and the new booking was apparently made, but in fact it disappeared into hyperspace. I rang back, and waited on hold for 104 minutes, and went through the the same process - continually put on hold, all "fixed up" eventually, except that it wasn't.

I have three lots of credits due to changes made by Qantas, totalling several thousand dollars. I also have over half a million FF points. I'm loath to throw all these way, but how the hell am I going to use them, since I can't do it on line, but can't get it done by the call centre despite waiting on hold.

Is there a customer relations score of minus about a thousand. That's all I'd give them.

 

[Powderpack]

When are you calling? That seems to make a difference.

Ive tried early morning, during the day and late at night it seems to go to Malaysia. They aren’t brilliant but there gold star compared to SA. I use to be able to call about 10pm and even though Id have to wait, I would get thru to Hobart. They were brilliant,but not happening anymore.

 

[Mattg]

Ive tried early morning, during the day and late at night it seems to go to Malaysia. They aren’t brilliant but there gold star compared to SA. I use to be able to call about 10pm and even though Id have to wait, I would get thru to Hobart. They were brilliant,but not happening anymore.

Qantas does not have a call centre in Malaysia but there is one in the Philippines.

 

[andydj]

Qantas's call centre is beyond bad.
My parents needed to change date of an international Classic Award booking. They were unable to do this online as it had originally been booked pre-covid.
Every call to QF call centre was a hold for at least 3 hours, then the call would just be cut.
My parents and my brother who are in Australia, and myself (UK based) took it in turns over a 7 day period to attempt to reach someone
Finally, on one of my attempts after a 5 hour hold I got through to an agent in Capetown.
She didn't have a clue how to deal with the issue. There was a dog barking and a baby crying and people laughing and joking in the background.
I talked her through it. She repeatedly put me on hold to seek assistance from a supervisor. We found available flights on the chosen date. She made the change, but half way through the call the call cut out and I was taken to a customer experience survey.
After a further 12 attempts to reach an agent, I advised my parents to email QANTAS directly via an email address for a European Qantas office.
They replied almost instantly, with the bad news that the agent hadn't completed the date change properly and that she had failed to do what was necessary.
After several more attempts, I called QANTAS at 11pm UK time to resolve once and for all. I was "on hold". I fell asleep. I woke up at 8am the following day (9 hours later) - I was still on hold.
Kept in communication with the European contact we had established via email who couldn't get into make changes to the booking due to the errors the phone agent had made..
Having now spent 71 hours in total on hold to Qantas.
We gave up.
My parents cancelled their flight, and purchased a new reward flight from scratch. The original had been booked before the increase in required points, so the new flights cost more points.
They are still awaiting the recredit of points and refund of taxes/charges and charges from the initial flight.

In response to the awful customer service, I cancelled 48 LHR-SYD QF business class flights I had booked for business colleagues over the next 12 months, valued at nearly AU$350k.

I rebooked these flights on UNITED via the USA.
As a measure, I decided to phone the United call centre out of curiosity, to ask about one of the flights.
There was one simple set of options to select from, and following my selection, my call was answered after 2 rings, and dealt with thoroughly.
Thank you United for restoring my faith in the airline industry.
Qantas customer service is a national embarassment.