Disgusting service

What is wrong with Qantas head office in South Africa. They keep you waiting for 26 mins on a call and still don't answer. I called at 9 in the morning and I was kept holding for more than 20mins. Are they understaffed. Why don't they employ more people if they experience high volume of calls instead of keeping prospective customers waiting for 26 mins and still not answer their phone. If it wasn't for requesting a direct flight to Australia I would never fly Qantas. I wonder what their service on the plane is like because so far trying to book a flight is disgusting