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

 

[DejaBrew]

Social media team hours now seem to be limited, just got the following response:

Alternatively....

Our Social Care team simply doesn't Monday-Friday 7:01pm-6:59am AEST, and Friday 7:01pm till Monday 6:59am AEST.

 

[Jousams]

how has everyone been going with contacting qantas lately. In the last few months i've noticed:
- materially increased wait times (as WP) im averaging about 10/15 mins.
- Generally lower quality service
- Fewer answers at local call centres

Has there been recent changes?

 

[blackcat20]

how has everyone been going with contacting qantas lately. In the last few months i've noticed:
- materially increased wait times (as WP) im averaging about 10/15 mins.
- Generally lower quality service
- Fewer answers at local call centres

Has there been recent changes?

We had to call repeatedly in June (cancelled flights) and got through within a few minutes each time as SG.

 

[Berlin]

I had complained about a privacy breach the other day (essentially got sent a response to someone else’s complaint which included their full name, FFN, phone number and email) but once I finally head back, even that response came by a call from the Philippines (fake Sydney number, of course) by one of those really useless call centre agents who clearly just read of a script.

This experience has neither instilled confidence in Qantas’ call centres nor, worse even, in their privacy practices or care thereof.

 

[DejaBrew]

I had complained about a privacy breach the other day (essentially got sent a response to someone else’s complaint which included their full name, FFN, phone number and email) but once I finally head back, even that response came by a call from the Philippines (fake Sydney number, of course) by one of those really useless call centre agents who clearly just read of a script.

This experience has neither instilled confidence in Qantas’ call centres nor, worse even, in their privacy practices or care thereof.

Did you escalate?

 

[Berlin]

Did you escalate?

Is there anywhere I can escalate to? My original inquiry was via email to the “Privacy officer”.

 

[DejaBrew]

Is there anywhere I can escalate to? My original inquiry was via email to the “Privacy officer”.

Options as I see it -:

1. Reply directly to your case email or the letter from the Privacy Officer and explicitly request an Internal Review. Ask for the case to be reviewed by a senior privacy manager or legal counsel, stating clearly why the original response/assessment was incorrect, inappropriate or legally insufficient
2. Per Qantas' own policy, escalate to the Office of the Information Commissioner (see here)

 

[DejaBrew]

Would be interested to hear how you get on with this @Berlin (assuming you do escalate further).

 

[offshore171]

I called on Tuesday to book an awards flight not available online. Go straight through.

Agent was native English speaker with no discernible accent, does that mean Hobart?

I suspect they got a lot busier from Wednesday though, after the new double points promotion. Promotions always generate a surge of calls.

 

[sudoer]

Is there anywhere I can escalate to? My original inquiry was via email to the “Privacy officer”.

Complaint form.

 

[Berlin]

Complaint form.

That’s where it says “alternatively, write to our privacy officer at…” so I chose the latter. Doubt that it goes anywhere differently from where it went now- and the badly trained lady who called me from an offshore centre claimed she was calling from “Qantas Customer affairs” which I don’t believe for a second.

Just like your “Premium agents” are generally often far less than premium

 

[sudoer]

Doubt that it goes anywhere differently from where it went now- and the badly trained lady who called me from an offshore centre claimed she was calling from “Qantas Customer affairs” which I don’t believe for a second.

My complaints as WP/P1 have been responded to by onshore reps.