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 304 318
1300 659 161
1300 025 396
1300 659 116

1300 024 715
1300 025 390
1300 659 115
1300 659 134
1300 659 502

 

[VPS]

Another journalist writing a report

 

[Captain Halliday]

Another journalist writing a report

View attachment 274680

I wonder what the hold time is to get through

 

[TheInsider]

https://twitter.com/i/web/status/1513815618377883655

 

[dylarr]

New job posting

Technical Product Owner - Contact Centre

Challenge yourself in a technology advisory services role and work within a diverse product portfolio Take an opportunity to grow and diversify your career Permanent role – working at our Mascot Campus When it comes to innovation, we move fast. We never stop researching ways to apply new...

qantas.wd3.myworkdayjobs.com

Technical Product Owner - Contact Centre​

This role is specifically in the Contact Centre space working with our internal and outsourced contact centres to implement new technology solutions to help improve the customer journey. We are looking for individuals that can demonstrate contact centre experience including moving to a new telephony platform.

 

[RooFlyer]

We are looking for individuals that can demonstrate contact centre experience including moving to a new telephony platform.

Oh, God. We are doomed.

 

[TheInsider]

We are looking for individuals that can demonstrate contact centre experience including moving to a new telephony platform.

Oh, God. We are doomed.

What?! Another 'new' platform?............

 

[Danger]

RE: USA and American. I ticketed my flights with American as, for the exact same seats (flying QF11/12 with AA connections), the fare was approximately 25% cheaper than booking on QF. I put my QFF number in so will get the same status/points as if ticketed on QF (although strongly considering changing the trip to AA points as redeeming QFF is impossible).

Last night I jumped on AA and did the online chat with an agent. Wait time: 10 seconds. Real person, not bot. Answered a few questions but couldn’t do anything as it’s a TA booking but said in the 72 hours before scheduled they would be able to make changes, etc.

Looked at the past 2 weeks’ flights and QF11 has been delayed daily by hours. AA72 has left pretty much on time.

It’s become a no brainer.

How do you access the AA chat?

 

[RichardMEL]

I guess someone realised the string between the two cans was just not cutting it....

they may move to some sort of plastic or.. composite fibre.....

 

[henrus]

We are looking for individuals that can demonstrate contact centre experience including moving to a new telephony platform.

If they're aiming for reliability then look no further:

 

[encryptededdy]

I mean, maybe the new platform will allow for callers to be pulled off hold without hanging up the call

 

[TheInsider]

I mean, maybe the new platform will allow for callers to be pulled off hold without hanging up the call

This ain't a feature - it's user initiated, especially for our friends in South Africa and Fiji.

 

[LSE2323]

I got through almost immediately using 1300 659 116. So thankful that I found this thread.

 

[Pixiechick]

How do you access the AA chat?

You have to be logged in to your AA account, and then it’s just a live chat window/button in the lower right. If you’re not an AA meknee, it might not be available

 

[kangarooflyer88]

As part of the ACCC request for comment on "flight credits", I took a liberal view of the definition of credit and sent in a comment on 06 Apr. I noted that the refund policy on award tickets was that points and taxes would be "refunded" if the flight was cancelled. I noted I waited 2 weeks after cancellation and then sent an email to QFF "asking to be placed in the refund queue". The reply from QFF was to call 131313 which given the hold times I considered "poor form".

It is interesting that I today received an email from Qantas Customer Service that the refund process had been started.
Would I be wandering too far to speculate that there is a connection.....
Or is it simple wandering
Fred

I think Kangaroo's razor applies here and for that matter on most QF coincidences:

Never attribute to competence that which can be adequately explained by stupidity.

 

[Michaael]

Qantas cancelled my 1st week of June international flight........finally got onto a customer service agent (3hrs)...........couldn't (or wouldn't?) do anything to reaccommodate my travel plans

pretty piss poor at such a late date, I was travelling in 7weeks, so there is s.f.a availability elsewhere now......but I know there are plenty of qantas flights they could have chucked me on, on the same day, as a goodwill gesture

 

[bcworld]

goodwill gesture

If you found the Qantas customer service manual, this is not something you would find in the glossary!

 

[sudoer]

Qantas cancelled my 1st week of June international flight........finally got onto a customer service agent (3hrs)...........couldn't (or wouldn't?) do anything to reaccommodate my travel plans

pretty piss poor at such a late date, I was travelling in 7weeks, so there is s.f.a availability elsewhere now......but I know there are plenty of qantas flights they could have chucked me on, on the same day, as a goodwill gesture

HUACA. They can (and do) do this if you were originally on a Qantas flight and they've cancelled it. Much harder to get it done if a partner airline has cancelled.

 

[ozflier]

Big improvement in 131313 call response time this am - call back within 15 minutes .
May help being Platinum but I have waited more than 3 hours in the past.

 

[Ade]

Big improvement in 131313 call response time this am - call back within 15 minutes .
May help being Platinum but I have waited more than 3 hours in the past.

My experience is, if you call before 9 am AU time, and take the call back option, they call back really quickly. I had change my domestic connections as part of an international ticket 3 weeks back and I called at around 8:30 am, took the call back option and I got a call before 9 am ...

 

[Ade]

Another story - happened yesterday to a very good friend. Booked MEL-SIN-KUL-BLR on QF website. Ticketed & paid - 2 weeks ago.

Got an email that the SIN-KUL is preponed by an hour. This means MEL-SIN won't reach until after SIN-KUL has taken off ... (oh, yea! nice planning QF & MH lol)

My mate's wife (no status with QF) called QF - 7 hour wait - incompetent staff, couldn't offer any viable options, except "happy to cancel your flights for no fee and give you a credit or refund". She was not happy with that, she had to be in BLR for a family thingy.

Called as QF Platinum - 1 hour wait, similar incompetent staff, but pax stood their ground, asked for other routing options, how about getting seats on a different airline, made sure that the pax wasn't going to give up unless there is a solution that is favourable to the pax - finally after 3 hours on the premium line - rebooked MEL-SIN-CMB-BLR. Reaching BLR 3 hours later than the original KUL-BLR segment, but hey, it's a win.