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
 
Last edited by a moderator:

Scr77

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The "do not call us" banner has been removed from the Qantas website now. Had been accustomed to the yellow banner being a fixture of the site for a while now.

True, but the phone system stills tells you to urinate off unless you flight is in the next 24hrs. It takes months to sort anything out, how can you wait till the last 24hrs!
 

Daver6

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Nothing has improved with wait times. It doesn’t matter what your status level is, means didlly squat , nada nothing zilch.

Agree. On hold now as a WP. Hit the 25 minute mark and still waiting.

Actually, in the last 12 months as a WP the longest I've had to wait is less than 5 minutes.
 

onemore

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Not that it means anything, however I am WP and lifetime gold, like I said previously all of that means nothing to Qantas.
While I was on hold for 40 minutes I came up with what I think is a good idea.
Qantas operates all these aircraft and they boast of the technology that goes into operating these aircraft, so I am wondering why with the angst that these call centres are creating with their customers why can’t they borrow or buy from Australian government agencies that use the “we will call you back system”. Shirley there is someone in the Qantas group desperate for a promotion, or someone that wants a gold star for initiative that could suggest this to their supervisor at the next meeting on how to improve things, because at the moment the system is not working.
 

Daver6

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Not that it means anything, however I am WP and lifetime gold, like I said previously all of that means nothing to Qantas.
While I was on hold for 40 minutes I came up with what I think is a good idea.
Qantas operates all these aircraft and they boast of the technology that goes into operating these aircraft, so I am wondering why with the angst that these call centres are creating with their customers why can’t they borrow or buy from Australian government agencies that use the “we will call you back system”. Shirley there is someone in the Qantas group desperate for a promotion, or someone that wants a gold star for initiative that could suggest this to their supervisor at the next meeting on how to improve things, because at the moment the system is not working.

They used to offer a call back service. Unclear why they no longer do.
 

Princess Fiona

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Nothing has improved with wait times. It doesn’t matter what your status level is, means didlly squat , nada nothing zilch.
Unless you are P1.
This service is still excellent, in fact probably improved.

I can’t understand why fixing their phone service for everyone else isn’t a priority for the business.

It’s a total disgrace.
 

Scr77

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They used to offer a call back service. Unclear why they no longer do.
Callback is still offered, but only when the hold time is low. Message usually says 30-60minutes but callback is 3hrs + later.
 

Lynda2475

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I can’t understand why fixing their phone service for everyone else isn’t a priority for the business.

Fixing the website, so you dont need to call at would bring most benefit.

Then scrap the clueless South Africa/Fiji outsourced call centres and train more Aussie (or NZ) based staff with access to all required systems. They dont need cost of a physical call centre anymore, the technology exists for staff to WFH as most of the tassie call centre staff already are.
 
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The CEO of BA sent a message to all frequent flyer members recently apologising for their Call Centre response times, and promising that new phone systems are being installed and more staff are being recruited and trained. Perhaps a message from Qantas would be in order to let us know that they've been listening and appreciate that current performance is not acceptable, and even better if they have actions underway to resolve the problem.
 

MEL_Traveller

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The CEO of BA sent a message to all frequent flyer members recently apologising for their Call Centre response times, and promising that new phone systems are being installed and more staff are being recruited and trained. Perhaps a message from Qantas would be in order to let us know that they've been listening and appreciate that current performance is not acceptable, and even better if they have actions underway to resolve the problem.

Finnair did the same!
 

MEL_Traveller

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Joined
Apr 27, 2005
Posts
24,327
O.

M.

G.

Schedule change and complete muck-up of itinerary. Used the 1300 number provided in the email... chalk and cheese.

Answered within 5 mins.
Spoke to... Cape Town.
Agent unflustered. Helpful.
Change made, reticketed.
Call ended after total of 15 mins.

On the first call the agent put me on hold to 'look at options' and I got cut off. Redialed and through within 5 minutes again. No sweat.

So I stand by my comments upthread... having your call answered promptly makes 100% difference in respect of your attitude towards the airline.

If I had called the general line and been on hold for two hours before getting cut off, and then called again for another two hour wait I'd be livid!

This call was no biggie. Everything sorted and on with my day.

👍 Qantas
 
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dylarr

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The CEO of BA sent a message to all frequent flyer members recently apologising for their Call Centre response times, and promising that new phone systems are being installed and more staff are being recruited and trained. Perhaps a message from Qantas would be in order to let us know that they've been listening and appreciate that current performance is not acceptable, and even better if they have actions underway to resolve the problem.
It would be nice to see it acknowledged. The problem is that long holds with Qantas are not a new phenomenon and existed before Covid. Alan Joyce has never cared enough to apologise for it before so I don't see why he would care enough to now.
 

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