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)
 
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henrus

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Prior to VA2 going bust, was the situation there much different? Genuine question. I suspect the answer is probably that it was much the same. If that is the case, it doesn't matter where one goes. This is why I think legislation is the answer.
You needed to call for more complex things at VA but wait times were never very long and 99% of the time they knew exactly what to do.

I struggle to see what legislation would achieve. At the end of the day QF (or any business) gets to decide the level of service they provide. Even if you legislated it saying phone queues had to be answered onshore and in X many minutes it'd just end up with companies shutting down phone queues and replacing them with chat bots/message services.
 
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I partially agree. Not only status, but having your points tied up there too. To use ones points for a OWA you generally need to call.

Prior to VA2 going bust, was the situation there much different? Genuine question. I suspect the answer is probably that it was much the same. If that is the case, it doesn't matter where one goes. This is why I think legislation is the answer.
I came from VA and there were a number of things you had to call for such as upgrade requests (later online functionality was introduced) or certain reward seat partner bookings and besides the occasional days with some crisis such as major bad weather, the wait time for gold/ platinum was always very good. In addition I never rang up and feared I was going to get someone who had no idea what they were doing. The only downside was the call centre was only open something like 7am-10pm.
 

Daver6

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You shouldn't need legislation to drive private customer service... market forces and competition should do that. I wonder what legislation would look like? That you need to provide suitable and timely support to any product you sell? What if companies were forced to list their call centre wait times over a one, two and three year average? Would it make any difference if passengers knew there was likely to be a four hour wait to speak to someone? I guess QF would argue that their website is adequate, or that pax could use travel agents?

Except their website is not adequate. If it was people wouldn't call! They managed to legislate that you have to be able to cancel a credit card online. They could do similar that airlines need to enable their online systems to do whatever it is that people need to do for bookings. If part of the condition of sale of a ticket is you can make certain types of changes, then it should either be possible to do online. If not online, then the company needs to provide another mechanism to do so without needing to spend hours upon hours waiting on the phone.
 

RickyT84

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Just finished a call (which sounded like it was answered by someone in Cape Town) to add our infant daughter to a domestic booking. Gold member who called the frequent flyer line and was answered in <10 mins.

Looks like I was lucky today.
 
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Just finished a call (which sounded like it was answered by someone in Cape Town) to add our infant daughter to a domestic booking. Gold member who called the frequent flyer line and was answered in <10 mins.

Looks like I was lucky today.
Wth, I'm a gold member, called twice today and waited over 2 hours twice, got Cape Town both times (and i'm still no closer to having my enquiry resolved).

You are very lucky indeed!
 
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Wth, I'm a gold member, called twice today and waited over 2 hours twice, got Cape Town both times (and i'm still no closer to having my enquiry resolved).

You are very lucky indeed!

You’re fortunate that you’re not Bronze....
I waited on hold for 6.5 hours today, but at least I got what I was looking for.
 

texter

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Finally got there. After being disconnected last night (well this morning... it was 2:45am) I called back and selected a different option which got me through to somebody (CPT again) within 15 minutes. Explained, agent seemed to get it, put me on hold and came back and said "ok done, you will receive the ticket within 72 hours". I pushed and said I wanted it issued on the spot and she mumbled a bit but said she would. Little more time on hold and I'm told all done. I ask for the ticket to be emailed to me which she does..... and it hasn't been changed. Same sectors, same ticket number. Ask why and she said "oh I'll do it within 72 hours leave it with me". Say no, back on hold again, 10 mins later I'm transferred to the survey and hung up on.

Call back again, only 5 minutes (don't select Intl flight option; it said "over 2 hours") and speak to another agent in CPT. I open in Afrikaans and switch to English, explain and he gets it right away. I still have to push three times for immediate ticketing but receive it in the end. Climb into bed at 4:30am.

I have no idea what I am getting refunded, what they have charged me and when the points are coming back.

Clearly, there is virtually zero oversight of this outsourced operation and the training seems to be extremely poor.

Wow..
I have heard of multi language options you can select for call centres but never thought you now even have to speak another language so that the operator can understand you!
 

Fil-Ski

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Two hours this morning only to get connected to the South African call center (which is useless BTW). Trying to get Classic Reward flights changed and they are telling me they have no availability yet I can see 8 different options right in front of me.

Is it possible to speak to someone in the Australian call center that is competent
 

Ade

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Is it possible to speak to someone in the Australian call center that is competent
Unfortunately, HUCA ...
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I have been super lucky, reading the wait-times posted here. Called QF Premium CC on Tuesday to book reward tickets, call answered in under 4 mins. Called today to make a change to that booking, answered in less than 2 mins ... QF WP here
 

Rebus

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I'm Gold and have called them twice in the past two weeks. Got through to New Zealand both times, at least I assume it was based on the Kiwi accent of the agent. First call took ~60 minutes to get through, the second was even longer, maybe 1hr15mins. I will have to call again as my flight has still not been ticketed despite them saying on Tuesday that it would take 24-48hrs for that to happen.
 

Ade

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I will have to call again as my flight has still not been ticketed despite them saying on Tuesday that it would take 24-48hrs for that to happen.
I thought it took around 30 mins to do the ticketing ... I have received my tickets in 30 mins, max 60 mins ... never heard about the 24-28 hours ?
 

DC3

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… them saying on Tuesday that it would take 24-48hrs for that to happen.
Usually takes about ten minutes I’ve found. If nothing after 30-60 minutes, then I call back.

If only QF flights, then no real urgency. However, some carriers only hold for a day or two, then cancel, if there’s no eticket.
 

Rebus

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I thought it took around 30 mins to do the ticketing ... I have received my tickets in 30 mins, max 60 mins ... never heard about the 24-28 hours ?
I had an existing booking which I am changing (different destination) and retaining the fare difference as a flight credit. When I spoke to them on Tuesday they said it had been held up because the original payment method had not been properly recorded.
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Usually takes about ten minutes I’ve found. If nothing after 30-60 minutes, then I call back.

If only QF flights, then no real urgency. However, some carriers only hold for a day or two, then cancel, if there’s no eticket.
It's QF flight on EK metal. Still showing in the EK app as 'to be ticketed'
 

Pom-DownUnder

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According to a recent article in Choice, echoed by ET, week end seems better, morning seems better.
thank you, planning to hit them at 7am tomorrow morning.

1635507430253.png
This is not a good change, this change requires me to have the ability to teleport, if i had that, i wouldnt need Qantas now would i?
 
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