Qantas Call Centre Long Wait Times

PineappleSkip

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Well swings and roundabouts. A domestic upgrade didn't clear, so I rang again (the problem was married segments it seems). I got though in about 10 minutes mid afternoon on Mothers Day. Possibly a good time to call!

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astrosly

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Well swings and roundabouts. A domestic upgrade didn't clear, so I rang again (the problem was married segments it seems). I got though in about 10 minutes mid afternoon on Mothers Day. Possibly a good time to call!

Cheers skip
my experience too :). Called Saturday morning, after about 15 minutes on hold the call went straight to the post call survey (which of course got 1 across the board). Mid morning Sunday, after about 10 minutes got through to the premium line and my booking was finally sorted.
 

Midntie

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I was on hold for 6 hours and 5 minutes - not sure if it even answered as I fell asleep. I had already waited 4 hours with no response the day before- this is appalling as with flight credits you have to call to use them.
They say they have live chat then they say it is not available and they are working it: This is their statement for "top-notch" service updated 12 May 2021


Qantas Customer Service: Contact Numbers, Live Chat Support, Help Desks, Offices​


Undoubtedly, Australian Qantas is one of the most reliable airlines in the world. Its customer service is top-notch: phone support, online chat, email, airport helpdesks, frequent flyer contacts, and booking offices are responsive and work 24 hours. However, there may be times when things go south and busy call centers don't answer your calls. Learn about alternative ways to contact Qantas Support to get help fast and solve your problem – not only in Australia but also when traveling overseas.​


Covering customer support information for Australia – Sydney, Melbourne, Brisbane, Perth, Gold Coast, Adelaide, Darwin, Gosford, Rockhampton, Canberra, Cairns, Broome, Alice Springs, Tasmania, New Zealand – Auckland, Christchurch, Queenstown, Wellington, China – Beijing, Shanghai, Hong Kong, Indonesia – Jakarta, Bali, Japan – Tokyo, Osaka, Singapore, South Africa – Johannesburg, Cape Town, Chile – Santiago, Thailand – Bangkok, France – Paris, Germany – Frankfurt, Thailand – Bangkok, coughet, Vietnam – Ho Chi Minh, UAE – Dubai, UK England – London, USA – Los Angeles, New York.
12 May 2021
 
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PineappleSkip

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Welcome to AFF, midntie.:)
with flight credits you have to call to use them
You should be able to use the booking reference number (PNR) and your surname to pull up a flight credit and turn it into a booking online
Manage booking - flight credit

Of course, I have had the occasional PNR disappear down a black hole and had to ring up and have it extracted from there. :rolleyes:

Cheers skip
 

Midntie

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Welcome to AFF, midntie.:)

You should be able to use the booking reference number (PNR) and your surname to pull up a flight credit and turn it into a booking online
Manage booking - flight credit

Of course, I have had the occasional PNR disappear down a black hole and had to ring up and have it extracted from there. :rolleyes:

Cheers skip
I wish

Please review the following items​

  • This voucher can’t be used online. For assistance, call 13 13 13 (in Australia) or your local Qantas office. (15114 - 0)
 

nerdag

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Similar experience here. Called to make a change of date to a business class booking last night at 2250 - for some reason, it couldn't be done online. Late Sunday night is usually when the wait times are less than 5mins, but I gave up after 2h on hold as the clock hit 0100.

n
 

Nimo

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So frustrating- I am on hold with Qantas for over 2 hours still going on not sure how long will it takes for them to recieve call -

I got flights next week to NZ but due to Victorian lockdown I am unable to travel to NZ - Can someone suggest what should I do ?

I book these flights to get DSC to reach Qantas Gold Status looks like this won't happened any suggestions as what to do in this circumtances?

Thanks in advance qantas.jpg
 

TheInsider

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Cancel online for a credit if you want a credit?

Otherwise you'll have to wait. Yep it is pathetic and they won't change.
 

Nimo

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Cancel online for a credit if you want a credit?

Otherwise you'll have to wait. Yep it is pathetic and they won't change.
Unbelivevable I am still on hold been 2.5 hours - called in morning was on hold for 3 hours got disconnected - what a shame it's Australian national carrier
Post automatically merged:

Call tomorrow just after 7am.

Called in morning waited for 3 hours & then call got disconneted
 

Scr77

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Unbelivevable I am still on hold been 2.5 hours - called in morning was on hold for 3 hours got disconnected - what a shame it's Australian national carrier
Post automatically merged:


Called in morning waited for 3 hours & then call got disconneted

I took the articles advice and called at 7.10 this morning. I have no status and got through immediately.
 

Sprucegoose

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I took the articles advice and called at 7.10 this morning. I have no status and got through immediately.
An inquiry is clearly required into this efficiency at our National Carrier. Unnecessarily raising expectations will only ultimately result in further fear and loathing......
 

collcars

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Rang mid afternoon to change a flight as I’m based in shutdown central and got straight through, problem sorted straight away, i am Platinum one so that might have made a difference
 

sudoer

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Rang mid afternoon to change a flight as I’m based in shutdown central and got straight through, problem sorted straight away, i am Platinum one so that might have made a difference

Assume you got routed to the VIP team due to P1.

Data point from a WP: called at 7:03am today to sort some existing bookings which have either cancelled legs or involuntary schedule changes. The call queueing system advised up to 15 minutes wait, call was answered around the 13 minute mark. Unlike previous days, there was no "if you are not flying in the next 24-48 hours please call back later" type prerecorded message. Very competent rep who sorted out my fairly complicated changes and also helped me follow up on a missing points refund.

Advised current refund times are 5-7 days for points and 8 weeks for taxes.
 

jb747

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An inquiry is clearly required into this efficiency at our National Carrier. Unnecessarily raising expectations will only ultimately result in further fear and loathing......
Why do you think that it's inefficiency? Sounds like it's doing what it was designed to do.....
 
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RooFlyer

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2 x 15 min wait time on PlatLine during the 1st week of Vic lockdown; seems reasonable to me. When on the call, there was absolutely no hurry on the agent's part to move onto the next caller!
 

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