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 134 502
1300 659 134

1300 304 318 (confirmed to be active on 7 Jan 2022)
 
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significance

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I also had a frustrating experience recently. I narrowly missed my Qantas luggage check in time and had to call to see whether I could change to a later flight (the check in staff weren’t able to do this for me as it was a rewards booking, but encouraged me to call and have me a priority number to call on). After a 20 minute wait, I got through and was told that no I couldn’t change it (disappointing, but not unfair) and that in any case there were no alternative flights available. This wasn’t true, as TripIt showed a few options with available seats. I mentioned this to the call centre operator and after asking walking him through the details of the exact flights available, he was able to confirm it and offered to book it for me. I agreed, but it took another 20 minutes on hold for him to do it. In the first 5 minutes, I had looked the flights up on the public Qantas booking site and could have booked it myself, but I didn’t want to be rude by hanging up. Meanwhile, the check in staff (though not busy) had not notified the flight staff that I hadn’t made it, so I had the indignity of having my name called out over the PA for failure to board. The call centre operator eventually made the booking, and Qantas charged me a $45 phone booking fee for the privilege of walking the operator through it and waiting on hold. Not the best experience.
 
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Bell21

Active Member
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Jan 11, 2018
Posts
685
Lol, I just found-out re the existence of this particular thread - last week, I spent (for me) a record time on hold to any service centre - 3.25 hours (I was doing work whilst on hold, so I was amused to see how long they would make me wait) - i am less amused that I have to call back given they didn't resolve my (admittedly) complex queries...
 
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Matt, Thanks a million for your secret number. Got through with a wait of 1-2 minutes, and got to an operator who was pleasant, effective helpful nad knew what she was doing. Problem solved in under 5 minutes
 

geoffs

Newbie
Joined
Jun 1, 2009
Posts
7
Over Covid I have had to be on hold several times for 45 minutes to over an hour. This was to cancel flights that was impossible to do on the Q web site.

Sadly the long wait times were there pre Covid and I really wonder what Qantas and other companies will do when they can’t blame Covid for appalling customer service.

I only have Bronze status but are a Points Club member.
 

aikman

Active Member
Joined
Sep 19, 2009
Posts
558
Sadly we all know nothing will change. We will continue to complain about long wait times but we will inevitably continue to buy Qantas tickets at every available opportunity because it is entrenched in our minds that Qantas is the best, right?
 

Silvia

Established Member
Joined
Jun 7, 2018
Posts
1,113
Had quite a situation last week where I did a last minute booking due to Omicrom restrictions for my family. Found 2 seats next day from SYD to MEL and last minute the seats disappeared (yet I had a booking showing on the app). I tried to call, I was on hold over an hour and ended up booking with VA. I am QF Plat and was extremely unimpressed.
 

SOPOOR

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Jan 12, 2009
Posts
3,337
Sadly we all know nothing will change. We will continue to complain about long wait times but we will inevitably continue to buy Qantas tickets at every available opportunity because it is entrenched in our minds that Qantas is the best, right?
I don't have status nor travel long haul premium too often so I don't see Qantas as much different to jetstar so rarely buy Qantas.
But you are right , just like people complaining about telstra, no matter how bad they become people won't change their buying behaviour
 

RichardMEL

Senior Member
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Mar 28, 2014
Posts
5,936
wow. just wow.

just one question... and I write this as a United 1K :)

why UA? why not rebook those trips on SQ or even QR, EK or CX or other quality carriers that would be more direct than going via the USA? Corporate contract/discounts perhaps?

Totally a tangent to your real point about the epic failures, but I just had to ask....
 
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SOPOOR

Established Member
Joined
Jan 12, 2009
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My last couple of interactions with jetstar customer service, 2 was mind blowingly good, 1 was bad at the start and then aus customer service manager followed up exceptionally
It actually shocked me

I doubt you'd get that with Qantas consistently or close to it maybe I got lucky but it puts things into perspective vs qantas
 

Bundy Bear

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Joined
Jul 17, 2004
Posts
3,781
Cape Town are pretty hopeless, I have had to use them twice first time couldn’t fix the issue. 2nd call a day later the price went up so there was a$9 difference I wasn’t going to argue and waste my time.

Both calls answered in 10 minutes, i pickedmy times, but took nearly an hour both times to do or not do anything.

Virgin on the other hand call gets handled in 5 minutes.
Gold with both programs.
Qantas don’t care it seems.
 

grahama3

Newbie
Joined
Jul 9, 2013
Posts
4
Qantas won't let me 'Manage' my International booking online - one is forced to ring them. And 5 times in one week I have endured their 1 hour to 2.5 hr wait times. 3 times the line cuts out when placed on hold - always at the 50 minute mark. On the two times it didn't - one time they gave completely incorrect information about what I had to do. The final time - they confirmed it was not possible (to amend the booking to add a code share flight in Canada to the booking). After lengthy discussion - I got the 'Sire I can't hear you. Sir - are you there ? Sire - hello ? Hello ? Then she hung up on me. It's just third world level of service. Unbelievable.
 

SOPOOR

Established Member
Joined
Jan 12, 2009
Posts
3,337
Qantas won't let me 'Manage' my International booking online - one is forced to ring them. And 5 times in one week I have endured their 1 hour to 2.5 hr wait times. 3 times the line cuts out when placed on hold - always at the 50 minute mark. On the two times it didn't - one time they gave completely incorrect information about what I had to do. The final time - they confirmed it was not possible (to amend the booking to add a code share flight in Canada to the booking). After lengthy discussion - I got the 'Sire I can't hear you. Sir - are you there ? Sire - hello ? Hello ? Then she hung up on me. It's just third world level of service. Unbelievable.
When I was younger/child, my impression and my parents used to say "Qantas is the premium brand, so you won't get any of the issues flying with a lcc"
How things have changed
 

Pushka

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Jan 26, 2011
Posts
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Cape Town are pretty hopeless, I have had to use them twice first time couldn’t fix the issue. 2nd call a day later the price went up so there was a$9 difference I wasn’t going to argue and waste my time.

Both calls answered in 10 minutes, i pickedmy times, but took nearly an hour both times to do or not do anything.

Virgin on the other hand call gets handled in 5 minutes.
Gold with both programs.
Qantas don’t care it seems.
Qatar is also excellent, even for no status people. Which I am with them.
 

Powderpack

Junior Member
Joined
May 25, 2019
Posts
16
I think the answer is ‘ voting with our feet’. Alongside Telstra, Qantas is absolutely the worst service provider I have ever dealt with. But all complaints fall on deaf ears!! Writing to customer service is a worthless exercise……Ive never had a response in all my years as a Qantas member.
 

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