QF call centre in Australia

23 replies

charlesr

Qantas - Qantas Frequent Flyer

Member since 03 Oct 2012

Total posts 17

I am currently QF gold, but after an upcoming flight I’ll attain platinum & hopefully then be able to contact the Hobart call centre? Can someone fill me in on how this actually happens? I don’t imagine for one minute that you’re supplied with a designated ‘phone number to ring, so is it that when you get the prompts on the QF f/f line to enter your membership number, your status then triggers the call to be directed to Hobart? I’ve got a European flight next May which I can only change with the call centre but having read about so many ticket issuing problems I’d rather wait & deal with someone in Australia than try to fix it this week.

Joe

Member since 03 May 2013

Total posts 160

Say 3 'Hail Mary's' and 4 'Our Fathers' and hope you get Hobart. There is no science to it. The time you waste with the overseas call centers utter uselessness is the same amount of time it will take to keep calling and hanging up till you finally hear an Aussie accent answer.

Lmc

Qantas - Qantas Frequent Flyer

Member since 09 Nov 2018

Total posts 45

I’ve rang the platinum phone number 4-5 time this year and have always been connected through is just a few minutes.

Very helpful and they have always given me a solution. And I was lucky enough to get the Australian call centre

Racala

Qantas - Qantas Frequent Flyer

Member since 22 May 2018

Total posts 55

I too have runt the platinum phone number twice this year. Got through within 5 mins. Problem sorted. They rang back the next night to confirm. They were in Hobart.

Racala

Qantas - Qantas Frequent Flyer

Member since 22 May 2018

Total posts 55

I too have runt the platinum phone number twice this year. Got through within 5 mins. Problem sorted. They rang back the next night to confirm. They were in Hobart.

Racala

Qantas - Qantas Frequent Flyer

Member since 22 May 2018

Total posts 55

Meant to say rung etc

theflyinggeo

Qantas - Qantas Frequent Flyer

Member since 19 Mar 2019

Total posts 30

They answer with Qantas Premium, I always ask if I have Hobart and sometimes when I'm put through to an overseas center I just hang up and try again.

charlesr

Qantas - Qantas Frequent Flyer

Member since 03 Oct 2012

Total posts 17

When you say “the platinum phone number” is this a specific number QF supply when you attain platinum & you then don’t need to use 131131 ? I’m not asking for the number by the way, just want to get my head around how things work & be prepared when I get the status in a few weeks. Thanks.

Travelbugsbitten

Member since 16 Aug 2019

Total posts 20

Hi charlesr, Yes, it is a different phone number for platinum. I have found that I get through to the Hobart call centre without any problem if I phone during standard business hours. After hours calls made recently went through to the OS call centre. That being said after the first call dropping out (or being deliberately cut off), a second call resolved my issue quickly and efficiently. I always think that one of the keys to resolution is to know what you want them to do and ask for it, not ask them to think up a solution for you.

charlesr

Qantas - Qantas Frequent Flyer

Member since 03 Oct 2012

Total posts 17

Originally Posted by Travelbugsbitten

Hi charlesr, Yes, it is a different phone number for platinum. I have found that I get through to the Hobart call centre without any problem if I phone during standard business hours. After hours calls made recently went through to the OS call centre. That being said after the first call dropping out (or being deliberately cut off), a second call resolved my issue quickly and efficiently. I always think that one of the keys to resolution is to know what you want them to do and ask for it, not ask them to think up a solution for you.

Thanks all. I await my step up.

sunnybrae

Etihad - Etihad Guest

Member since 21 Jul 2019

Total posts 40

Originally Posted by Travelbugsbitten

Hi charlesr, Yes, it is a different phone number for platinum. I have found that I get through to the Hobart call centre without any problem if I phone during standard business hours. After hours calls made recently went through to the OS call centre. That being said after the first call dropping out (or being deliberately cut off), a second call resolved my issue quickly and efficiently. I always think that one of the keys to resolution is to know what you want them to do and ask for it, not ask them to think up a solution for you.

Well said, @Travelbugbitten

You really must be your own best advocate these days and already have a pre-planned 'solution' (or two) in mind BEFORE you call. This helps the agent as much as it does you.


fatty

Member since 24 Feb 2015

Total posts 61

I'm having incredible frustrations. The South African call centre is the worst, I think I've had the same guy twice from there and he is over confident, doesn't wait till you finish your query, and then doesnt actually solve the issue. I'm Plat but dont think I have the Plat call centre number?

I got Hobart a few weeks ago, lady was great, looked like everything was going to get resolved by 3 weeks later, nothing has been done. Will have to call again. Have been trying for 3 months.

patrickk

Qantas

Member since 19 Apr 2012

Total posts 722

I rang recently to change a flight. Got a (sounded like a young) learner (but Aussie accent) so I talked him through everything and was patient while he checked a few times and it was fine. As it was a rewards flight I expected to part with more money but it was fine.

MKS11

Qantas - Qantas Frequent Flyer

Member since 05 Oct 2016

Total posts 31

It's not a different phone number (that I know of, correct me if I'm wrong?) - it's 13 11 31 and enter your FF and pin, and then you are "meant" to be directed to Hobart. Best success I've had is dial 1, enter FF and pin, then options 2, 2, 1 (regardless of your query). I've called them dozens of times this year over various trips and got through to Hobart only about 15% of the times. Like others noted here, I've frequently ended up in South Africa or NZ, and yep - I just hang up and call back later - you are completely wasting your time trying to deal with them for certain types of requests, especially point seats requests. And don't be fooled by someone answering "Qantas premium" - South Africa says the same thing!!! You'll have to be adept at identifying the accent and be ready to hang up or not! I usually just ask them if its Hobart and if they say no, then "thank's I'll call back later". Also Hobart team have regularly encouraged me to please complain/submit feedback about not getting through to them. So if more do that, it 'may' help :)

Travelbugsbitten

Member since 16 Aug 2019

Total posts 20

In response to MKS11. It is a different phone number. It’s on the back of the physical platinum frequent flyer card. I’m aware that Qantas isn’t issuing cards any longer. I’m not sure if it is also on the material sent out by Qantas congratulating people on reaching Platinum status as it has been a while since I reached that status. Perhaps Charlesr can let us know when he (?) receives his Platinum pack from Qantas.

Hi Guest, join in the discussion on QF call centre in Australia

Attach Files