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.

 

[Berlin]

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

Well- I’m WP and this was most certainly not an on shore rep. Or she was on-shore but badly trained and having very mediocre English skills which of course could indeed be the case.

 

[sudoer]

Well- I’m WP and this was most certainly not an on shore rep. Or she was on-shore but badly trained and having very mediocre English skills which of course could indeed be the case.

But you didn't use the complaint form. Why not try it if you're unhappy with the result so far, instead of complaining here?