A bit like AA's AKL ticketing office. They go out of their way to make it difficult to use - phone & email numbers not publicly available and unwilling to transfer/forward to the office.

Yet if turn up they are more than happy to work with you ^ This sometimes causes other people waiting in the office to be disgruntled as they think you are pushing in (the AA agents double up for QF when there is no AA work, but the queue for AA is separate to the queue system for QF).