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

 

[sudoer]

Got through after 42 minutes to resolve an involuntary schedule change. SA based rep but good outcome.

 

[BriarFlyer]

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.

Just after 30 minutes I was answered ... by HBA. So it was worth the wait, although I'd been HUACAing for a few days to get through.

 

[SydneySwan]

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.

or month .... or year....

 

[Daver6]

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.

When that's played every single time it means those are normal call volumes...not higher than normal. Just another small way companies piss off customers.

 

[Danger]

Probably due to unexpected call volumes...

Probably due to covid.

 

[ChrisMars]

Is Hobart working this labour day public holiday?
Having trouble to add a MEL-CBR leg to an international award booking, the usual issue with offshore agent that can't see the award (~11 months from now). Can't wait they get trained on that, I always leave a verbal comment on the survey to ask for this training.

 

[RooFlyer]

Is Hobart working this labour day public holiday?

No public holiday today in Tas,

 

[maia200]

I got through twice this morning . The first time was about 5am and waited for about 40 minutes. The second time around 8 o'clock and got through in about 1 minute both times HBA very friendly and efficient. In other words I got what I wanted

 

[ChrisMars]

No public holiday today in Tas,

Thanks. Got them on my next call, award fixed.

 

[Danger]

I got through twice this morning . The first time was about 5am and waited for about 40 minutes. The second time around 8 o'clock and got through in about 1 minute both times HBA very friendly and efficient. In other words I got what I wanted

Which time zone?

 

[maia200]

Small detail oops .Time zone Brisbane. .

 

[RooFlyer]

A twenty-five minute wait today to get Hobart today around 1pm - understandable, given the chaos at SYD. Gosh, its a pleasure when you get a competent agent and more so when she discovers you are a local. Just wanted to chat while tapping away to make the change I was after. Wanted to keep chatting after we were done!

Not sure when it came in, as its been a while since I last called, but the voice menu now also asks you for the PNR, which is a good move. In fact, I had written mine down wrongly (S instead of 5) and it kept repeating back "I heard 5xx_XX, is that correct?" and I kept saying no! Rinse, repeat. . So there is a bit of cleverness there - it knows your PNR (or the next one, at least) and its just a confirmation.

Happily gave top marks in the survey.

 

[Danger]

A twenty-five minute wait today to get Hobart today around 1pm - understandable, given the chaos at SYD. Gosh, its a pleasure when you get a competent agent and more so when she discovers you are a local. Just wanted to chat while tapping away to make the change I was after. Wanted to keep chatting after we were done!

Not sure when it came in, as its been a while since I last called, but the voice menu now also asks you for the PNR, which is a good move. In fact, I had written mine down wrongly (S instead of 5) and it kept repeating back "I heard 5xx_XX, is that correct?" and I kept saying no! Rinse, repeat. . So there is a bit of cleverness there - it knows your PNR (or the next one, at least) and its just a confirmation.

Happily gave top marks in the survey.

What time zone?

 

[RooFlyer]

What time zone?

Hobart!

 

[devlin]

I've called Qantas 3 times and QFF twice this week and gotten through immediately all times. I am PC, and was Silver at first, then Gold on final call. All calls around 8am AEDT.
I also got a callback to see if everything was resolved... Shocked.

 

[Must...Fly!]

Interesting. I have an outstanding refund of about $40 that I never received and followed up with a phone call to no result. It's over 12 months now, I might try the FF SC next week and see how I go...

 

[RooFlyer]

Well, that good vibe didn't last long. As Plat, called from Hobart abt 2pm and after 10 mins on hold, got decidedly not Hobart.

Stated that I was calling to request the release of a Classic Reward seat for an Australian domestic flight.

Agent asked for my FF # no. and what my booking ref was. I re-stated purpose but it was clear that the agent didn't have a clue what I was talking about; I suggested Hobart might be better placed to help me. Agent agreed, and asked for my Mother's maiden name for verification (no, I'm not making this up). I declined and said I'd call back later, thanks.

 

[ChrisMars]

Well, that good vibe didn't last long. As Plat, called from Hobart abt 2pm and after 10 mins on hold, got decidedly not Hobart.

Stated that I was calling to request the release of a Classic Reward seat for an Australian domestic flight.

Agent asked for my FF # no. and what my booking ref was. I re-stated purpose but it was clear that the agent didn't have a clue what I was talking about; I suggested Hobart might be better placed to help me. Agent agreed, and asked for my Mother's maiden name for verification (no, I'm not making this up). I declined and said I'd call back later, thanks.

Feels like chatgpt would have done a better job. Hopefully noonee at Qantas is reading that.

I had some good luck getting overseas agent using the droid lately, one find my seat on the spot, the other initiated the request, and later I got the call back email and I also got my seats (processed by another os agent). But noone managed to add a simple domestic SYD CBR to the international flight. Only hobart does that. So I have to always call again until I get hobart, and that defeat the purpose of the other os agent that got trained to use the droid.

 

[RooFlyer]

Second call, 10 mins wait again, answered I believe by Sth Africa. Understood my request (which is for an economy CR seat, MEL-HBA, midweek, on an off-peak flight, in a month)# and put me on hold maybe 5-7 mins while she made the request. Approved - but I thought it was sent through to a bot??? Maybe Sth Africa not even empowered to do that?

# yes, I was surprised no availability too. Only availability was for the 7:45pm departure.

I gave 4/5 in the survey.

 

[djkelly69]

But noone managed to add a simple domestic SYD CBR to the international flight.

About a month or two ago I managed to have a SYD-CBR connection added onto a LAX-SYD reward flight after the fact using FB Messenger.