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

 

[elanshin]

This thread hasn't been updated in a while, but what sorts of wait times are people experiencing these days? I've been getting >10 minute waits both times I've called this week, as a WP.

Right now QF call centres is slammed. Im also getting 25-30mins during what i think is peak hours as SG.

My brother straight up got an automated "our lines are currently overwhelmed due to flight credit refunds enquiries, please call back later" and promptly drops out.

 

[Ade]

This thread hasn't been updated in a while, but what sorts of wait times are people experiencing these days? I've been getting >10 minute waits both times I've called this week, as a WP.

Can confirm that as WP getting over 30 min wait times - this is becoming the new normal. Was overseas, so not sure if that made/makes a difference?

 

[Ade]

And I very, very .... very rarely get HBA/AKL. Always end up with CPT or NAN, who have, through no fault of theirs (although not sure how long the blame can be put on training), no idea what to do!

 

[Must...Fly!]

Well this is good to know. Been wanting to make a change to a classic award for travel in 2 weeks, but honestly I can't be bothered. Guess I'll just email the ticketing escalations mob to get it actually ticketed. Of course, I only made the reservation in February

 

[Pushka]

It has been variable having to wait over 20 minutes on one call to the VIP team, other times answered straight away.

Just now it was 25 minutes. Premium line. I'd say South African.

 

[Leroy]

Well this is good to know. Been wanting to make a change to a classic award for travel in 2 weeks, but honestly I can't be bothered. Guess I'll just email the ticketing escalations mob to get it actually ticketed. Of course, I only made the reservation in February

I feel this issue

Still chasing up the taxes they took from me after I chased up a non ticketed rewards flight (5 calls and god knows how many hours later). Only way they could process was to take payment again, and refund the original payment. 1 guess as to whether they have refunded the original payment. Only sorted it with them in April after the original booking in January........ I've given up calling to get this, it just doesn't work. Hoping that sending transaction statements to the rewards ticketing escalations finally gets something done.

That plus a cancelled rewards flight where thankfully the refund came through relatively quickly after escalating. The points however still yet to be refunded. Calling, customer complaint form, emailing ticketing escalations etc. it makes no difference as it's a 25% of actually getting actioned.

It's sad that it's a pleasant surprise when something just works.

 

[Ktan89]

I was pleased when I can change my award flight online (single leg).
It was an easy process with only a few clicks here and there, enter CC details, accept the 5,000 change fee and confirm.

I thought I saved myself from calling up but of course something went wrong.

My CC was charged correctly, I received the new E-Ticket within 15mins. Happy days! saved a call to QF until I went to check my activity statement to find two lots of changes fees being charged.

Has this happen to you? should I wait a day or so to see if they will fix it or do I need to call up?

So close QF... So close..

 

[andytheturtle]

Just called 13 11 31 and waited zero second for the phone to be answered.
Although the issue with their coughpy lounge invitation website needs to be followed up with emails and calls from Qantas.
Pretty pleased this time

 

[Mr H]

I was pleased when I can change my award flight online (single leg).
It was an easy process with only a few clicks here and there, enter CC details, accept the 5,000 change fee and confirm.

I thought I saved myself from calling up but of course something went wrong.

My CC was charged correctly, I received the new E-Ticket within 15mins. Happy days! saved a call to QF until I went to check my activity statement to find two lots of changes fees being charged.

Has this happen to you? should I wait a day or so to see if they will fix it or do I need to call up?

So close QF... So close..

View attachment 343444

You appear to have made four changes and been charged a change fee four times. If you are going into battle over this, you will need much more detail and not just blanked over screen shots.

 

[encryptededdy]

Note the change fee is per person. Did your booking have more than one person?

 

[Ktan89]

Booking is for 2 PAX. I only made 1 change.

 

[dylarr]

Booking is for 2 PAX. I only made 1 change.

encryptededdy is right in this instance - the change fee is per pax not per booking.

 

[Ktan89]

encryptededdy is right in this instance - the change fee is per pax not per booking.

I agree. I should be charged 10k not 20k.
The system refunded the booking, charged me, refunded again and then charged me - see the screenshot.

 

[snakenlibra]

2 weeks back, after the news broke that AJ has vacated his CEO position in big hurry, and that all travel credits could be refunded, I rang the CC and waited for 25mins for service. (5 September). The nice lady from CPT had no clue how to refund the QantasPass to a different credit card, because the original purchase was on a different credit card years ago.
Kudos to her, she told all the QantasPass details and promised to research and call me back.
She did on 7 September with the news that she still does not know how! LOL.
By this point, I have already contacted Qantas Bot on FB. On 11 September, a lady from the CC from Auckland rang and arranged refunds on my two QantasPasses! On a totally different and new credit card.
When I receive the money, hopefully Monday 18 September, I will notify this board!
Chris

 

[AIRwin]

When I receive the money, hopefully Monday 18 September, I will notify this board!

Hope you're a winner in this game of snakenladders, @snakenlibra !

 

[Beano]

Don't try calling at the moment. Horrible wait times. 30 minutes and still waiting.

 

[BriarFlyer]

I've been on hold for 30 minutes (feels like longer!) but the "premium assistance agents are busy helping other people." Any idea why it's busy today?

 

[Mr H]

I've been on hold for 30 minutes (feels like longer!) but the "premium assistance agents are busy helping other people." Any idea why it's busy today?

Probably due to unexpected call volumes...

 

[sudoer]

I've been on hold for 30 minutes (feels like longer!) but the "premium assistance agents are busy helping other people." Any idea why it's busy today?

Called multiple times this week and the wait times have consistently been 20-30 minutes - including right now, 16 minutes into queue so far.

Haven't reached a HBA rep once.

 

[BAM1748]

I’m always amazed that when I call QF are ‘experiencing higher than normal volume’ of calls coming in. It matter not the time, day of the week or location.