I think most simple changes are able to be done online in that they have dumbed down a self serve process to take these queries out of the call centre queue. Hence the average complexity of queries into the call centre has risen as most of the simple things are done self serve.

We know there would be less people answering calls due to the cutbacks and as such the average time to resolve and the average wait to answer has sky rocketed.

A good example of this is you can now split a booking for multiple people online rather than having to call them. Subsequently if you split a booking you can then cancel one of your original parties reservation without having to call them.

The simple solution for all this with Qantas is for them to have a call back system where as I leave my number and they call me when I get to the front of the queue. It really wouldnt cost much to impliment, I could be given a window of when I am likely to receive a call back. I imagine 95% of the complaints about long waits would disappear if this was implimented.