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
 
Last edited by a moderator:
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I should call QF (they changed a flight which I accepted on "manage" but the e-tick has not updated when requesting a resend), but reading this thread I don't think I will bother. At least the app shows the correct details.

Interesting comparison to normally terrible telco customer service.
Needed to call Aldi Mobile as the monthly payment failed due to CC expiry date update.
After entering the phone / account number and the usual PIN, I was connected to an agent in about 5 seconds, they listened, fixed the problem and I was off the phone in about 2 minutes.
Quite refreshing really.
 
ayebee said:
Interesting comparison to normally terrible telco customer service.
Needed to call Aldi Mobile as the monthly payment failed due to CC expiry date update.
After entering the phone / account number and the usual PIN, I was connected to an agent in about 5 seconds, they listened, fixed the problem and I was off the phone in about 2 minutes.
Quite refreshing really.
Click to expand...
Similar comparison - I called United Airlines today. Call answered immediately (didn't even have to wait for a few rings), question answered accurately in about 10 seconds, and the call was over in less than one minute with the operator thanking me for choosing United.

I'm thankful too that I chose United for that trip!
 
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Apart from complaining on here, has anyone looked at implementing some sort of legal action?
There is all sorts of consumer laws designed to stop people from wasting their time (eg anti-bait and switch laws), is there a law that could be interpreted in the negative against QF?

Whilst the answer is in theory "vote with your wallet", that's not always possible. For example I'm currently on the phone (2 hours 40 minutes of my life I won't get back tonight and still on hold), to make a booking I can't do online, with a travel voucher issued by QF.
 
Day of weekTuesday
Time of call7:15am AEDT
Number used13 12 11
StatusPlatinum
Hold timeQuoted less than 15 minutes, actual hold time 1 hour
Call Centre (if known)Hobart I think
Matter resolvedYes
DetailsNeeded to request more classic awards during the DSC booking window. Kathy happily processed 4 different requests, 2 approved 2 denied, and ticketed the two approved bookings. Total call time once answered was 15 minutes.
 
Day of weekTuesday
Time of call06:22am AEDT
Number used13 13 13
StatusBronze
Hold timeOffered a call back between 1 and 2 hours. Called back at 07:55.
Call Centre (if known)South Africa
Matter resolvedYes
DetailsNeeded to change a booking from August 2022 to January 2023. August was a backup that is no longer needed, the Finnair changes made it unworkable anyway.

As bad as it sounds, as soon as I heard it wasn't Hobart or Auckland, I just asked if I could have the August booking cancelled and the points refunded back to me. She agreed and had the points refunded while I was on the phone.
New booking had Qatar, wasn't willing to risk the ticketing issues with OS call centres.

Successfully got the points back and booked the new flights. E-ticket arrived after 15 minutes. Will wait the 8 weeks before calling for the taxes, not too worried about that.
 
Silvia said:
WP here. Can confirm yesterday I called at 1pm - supposedly the priority phone line- requested a call back and received it until 4 30pm… no difference if you have status to no status
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Sorry for a dumb question. What's the priority phone number? Is this only for WP or can platinums also use it?
 
Called 1300659116 11.30pm last night. Call answered in 5 mins. Spoke to Lunga (SA) who was excellent. Q had changed Melb - Lax to Mel - Syd -Lax with 1 hr transit time. He understood exactly what I wanted, placed on hold and he touched base after 8 mins. All completed in 25 mins and all details updated in app this morning. Very lucky!
 
TheInsider said:
You don't need to call up the call centre when the info is online on the Qantas website, in relation to the other question! :)
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Yes, agreed - thank you so much for your help with that.

I am just wondering if I might need to call for an upcoming flight that I booked for family members using my points. If so, if there's a special line for platinums, I would love to know!
Post automatically merged:

encryptededdy said:
WP == Platinum :)
Click to expand...

Sorry. 🤣 I have been out of travel mode for 2 years and just have forgotten so much....
 
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melbournemarie said:
Yes, agreed - thank you so much for your help with that.

I am just wondering if I might need to call for an upcoming flight that I booked for family members using my points. If so, if there's a special line for platinums, I would love to know!
Click to expand...
Nah, same number, by entering your frequent flyer number though is meant to give you a priority (which is still about an hour at the moment).
WP - Wan*er Platinum
 
Admin said:
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 (reports of NZ/Hobart 25 March)
1300 659 116 (reported SA/Fiji only 25 March 2022)

1300 025 390
1300 024 715
1300 659 115
1300 659 134
1300 659 502
1300 304 318
Click to expand...
I was on hold for a total of 9 hours yesterday to 4 different staff (and I’m calling from Thailand). Three times the call cutoff while they were sorting the amended taxes. IAfter the first two, I ensured the rep had my correct mobile number and they agreed to call me back if cutoff. Twice no callback. Also no answer as yet to my email “ for urgent matters”. The issue seems to be applying the new tax for my Royal Jordanian leg. It was too hard for one Kiwi operator who insisted that RJ are not “technically” part of the one world alliance and therefore it couldn’t be added to my classic flight reward. Yeah right! Then At 3 am a helpful rep ensured she had my correct number and she insisted she would call me back as it was taking some time to finalize. I asked her to email me if any problem at all. Six hours later and no call, no email, and none of my bookings now showing in My Trips. I guess I’m in for many more hours on hold today.
 
Wow Wow! Holy Cow!
I just called 1300 659 116.
1:35pm AEST Tuesday March 29.
Call was answered within 2 minutes.
Cape Town Call Centre.
Agent knew exactly what to do and did it within 5 minutes.
I did call 13 13 13 first but when faced with a 3 to 4 hour wait and no callback offered, I availed myself of some of the sweetest fruit of being an AFF supporter and used the 1300 number.
This call ALONE justified being an AFF supporter and anyone reading this who is not should really consider.
 
boxjelly5 said:
I was on hold for a total of 9 hours yesterday to 4 different staff (and I’m calling from Thailand). Three times the call cutoff while they were sorting the amended taxes. IAfter the first two, I ensured the rep had my correct mobile number and they agreed to call me back if cutoff. Twice no callback. Also no answer as yet to my email “ for urgent matters”. The issue seems to be applying the new tax for my Royal Jordanian leg. It was too hard for one Kiwi operator who insisted that RJ are not “technically” part of the one world alliance and therefore it couldn’t be added to my classic flight reward. Yeah right! Then At 3 am a helpful rep ensured she had my correct number and she insisted she would call me back as it was taking some time to finalize. I asked her to email me if any problem at all. Six hours later and no call, no email, and none of my bookings now showing in My Trips. I guess I’m in for many more hours on hold today.
Click to expand...
Update. I got someone in Hobart on the 396 number above and she was fantastic and actually knew how to get stuff done. Apparently booking RJ is more complex than it should be but she persisted and now after over $60 in call credits I have it sorted.
 

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