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 27 Nov 2021)
 
Last edited:

TheInsider

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Unfortunately, I have tried to call to cancel an international Points flight and was told to call back later if not travelling in the next 24 hours. Advised (of course) to go to the web site but cannot get a refund, only a credit, online. I have had terrible experiences trying to use credits so only booked this because it assured me it was fully cancellable. I'll be in London by the time it's only 24 hours so am at a loss as to how to deal with it.

Unfortunately, I'm only Gold.

So... NOT well done Qantas.
Just cancel online, you don't get credits for points tickets. Just make sure you have booked a classic reward and not a points + pay ticket.
 

Port Power

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Unfortunately, I have tried to call to cancel an international Points flight and was told to call back later if not travelling in the next 24 hours. Advised (of course) to go to the web site but cannot get a refund, only a credit, online. I have had terrible experiences trying to use credits so only booked this because it assured me it was fully cancellable. I'll be in London by the time it's only 24 hours so am at a loss as to how to deal with it.

Unfortunately, I'm only Gold.

So... NOT well done Qantas.
Ignore that message. It’s been the same message for ages now. Just continue on to speak to someone. Definitely do not wait until only a day or two before your flight!
 

Lynda2475

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I called Qantas at 9am this morning as wanted to make changes to a classic reward booking made earlier in the week, as more seats on better routing were released yesterday and for soem reason Qnatas wouldnt let me make the changes online.

Got the message re hang up if not travelling within the next 24 hours and ignored it, as one cant afford to wait too long to nab classic reward J seats. If there had been availablity on whole trip I would have just booked a new trip then cancelled the original one, as points arent an issue atm. But of course SYD-LHR no longer had any J availablity on my depature week so had to amend my current booking to not lose that leg.

The IVR stated current wait time was under 30 mins but it took 2 hours and 4 minutes on hold before I spoke to someone, then a further 45 mins to have my changes dealt with.

I had my booking reference handy, had already checked all the flights I wanted to switch to had classic reward availability in J and gave the airport codes and flight numbers. No idea why it takes so long to add and remove flights, and why it took 10 mins alone just to process the payment for the $30 difference in taxes but I feel better knowing i have the flights I wanted now.

Very glad I called today, as on a work day no way I could find such a long period without teams calls.

Really hope I dont need to make any further changes.
 

DC3

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That recorded message is rubbish. I continue to ignore it. Anyway, I’ve never been questioned by the Call Centre regarding flights that are months away.
 
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texter

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Thanks to this forum! Mrs Texter (who is a NB) couldn't use her travel pass hung up after being told of the 2 hour wait. After consulting this thread she redialled and got through in 20 minutes!
 

AIRwin

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Thanks to this forum! Mrs Texter (who is a NB) couldn't use her travel pass hung up after being told of the 2 hour wait. After consulting this thread she redialled and got through in 20 minutes!
What time?
 

BruceBris

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Just cancel online, you don't get credits for points tickets. Just make sure you have booked a classic reward and not a points + pay ticket.
Thanks for the advice TheInsider. I'll give them one last call at around 5:30 am tomorrow and, if no luck will try online.
 

N860CR

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Lasted 2hrs 45min on hold tonight before getting a computerized voice saying “due to a system problem we cannot complete your call” and disconnecting 😡
 

BruceBris

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Ignore that message. It’s been the same message for ages now. Just continue on to speak to someone. Definitely do not wait until only a day or two before your flight!
Took your (and other's) advice - thanks for the tip.
So, I called at 5:42 am Brisbane time this morning and, eventually got to talk to a lovely lady who, unfortunately, had no idea what to do and kept putting me on hold while she spoke to "others". Then told be she could cancel the booking (award booking) but I would be charged 6000 points fee. I read her the detailed "Fly with confidence" spiel that I had thankfully printed and she, again, went away to consult someone. She came back and said yes all good and that she would put me on hold again while she finalised it. Some time later, without hearing from here again, I was thanked by a machine for using Qantas and asked to complete a survey.
I still don't know if our flights have been cancelled and if they're trying to issue a credit for the $1040 fees or will eventually refund them.

I have now received an email with a booking for December 4th with these strange details. Flight number: QF9250, Dep: QZW 0900, Arr QZY 1200, Economy confirmed and the payment details.

Given my previous experience, it looks like I'll need to call again tomorrow morning and hope to connect with someone who has the ability to explain, and if necessary, fix this.

47 minutes on the phone and still confused. Why would Qantas call this "Customer Service"?
 

TheInsider

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Given my previous experience, it looks like I'll need to call again tomorrow morning and hope to connect with someone who has the ability to explain, and if necessary, fix this.

47 minutes on the phone and still confused. Why would Qantas call this "Customer Service"?
Or like I said, just cancel online...
 

BruceBris

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Or like I said, just cancel online...
Thanks. The original booking has disappeared and the new "Confirmed" flight has not been added. Nor can I find a credit in my account. I'm guessing this means the cancellation was successful so will now wait to see if the points and fees are returned. I think I read somewhere that those strange flight details are the way they create a credit or, hopefully, a Cancellation. I'll hold off for a while and see what happens.
 

Port Power

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Thanks. The original booking has disappeared and the new "Confirmed" flight has not been added. Nor can I find a credit in my account. I'm guessing this means the cancellation was successful so will now wait to see if the points and fees are returned. I think I read somewhere that those strange flight details are the way they create a credit or, hopefully, a Cancellation. I'll hold off for a while and see what happens.
The points will be returned in a day or two, but it may take several weeks for the refund to hit your credit card.
 

N860CR

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Up to 3 hours again… if only they improved the ability of the website. All I need to do is cancel a leg from a classic award 🙄

It’s been so long since I’ve flown Qantas I can’t remember how their systems work… I’m booked SYD-LHR (JL) and LHR-SYD (QF). I managed to score a J seat LHR-SYD so made a new booking (because the website of course can’t handle a swap from Y+ to J) and just moved my Y+ sector to next year (so I don’t have duplicate bookings). If I fly the sector to London with JL, will I then have the option to cancel the return online? Or can’t it be canceled after commencing travel?
 
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I’m very thankful I’m WP, haven’t had to wait more than 3 minutes over the last few weeks :)
Well I’m NB, and I waited on hold (no call-back offered) for 6.5 hrs on Super Tuesday last week - only for the csa to be unable to book J seats that we could both see on the website 🤬.
Fortunately I was able to get the job done the next morning, with a call- back & 1.5 hr wait.
The Wednesday csa said that there was some problem with the QFF details registered in the booking, which was causing the booking difficulty.
Funny that this itinerary has been alive since 2019, and had at least 14 sectors booked & changed on it in the meantime...
 

flyingfan

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That's pretty poor and frustrating. Previously my calls were answered instantly but a week ago I had to wait about three minutes (fetch my smelling salts!!). Today back to being answered immediately again.
 

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