Unsuccessful claiming missing point 2nd time

Last month I had bought a business promo fares (Z Class) BKI-PEN-BKI via MAS. Its a new route and I am on the maiden flight. I would have thought that there might be problems getting the points credited as its a brand new route. Surprisingly, 4 days later, correct Qantas Points and Status Credits credited to my account for the BKI-PEN sector.

However, the returning sector PEN-BKI, there is nothing credit to my account for 2 weeks. I had filed a missing claim on the qantas website. 1 week later, the Points activity shows I had travel on ecomony and 0 Qantas Point and 0 Status Credit for this sector. Subsequently, I email my boarding pass and itinerary receipts to [email protected] to substantiate my claim. 1 week later, I had received an email from Qantas Frequent Flyer Service Centre and they reject my claim again stating that the fare that I had purchased is in a booking class that isn't eligible to earn Qantas Points. They also ask me to visit qantas.com/airlinepartners to know more about earning points.

Now, I had reply their email and attached a snapshot of their website that shows the booking class is indeed eligible. Not very optimistic about the outcome. Is there any other things that I could do to claim the points? If the fare class Z is not eligible, why would they give me Qantas Points and Status Credits for the BKI-PEN sector?

Firstly, you did very well to receive a such a prompt reply that didn't advise you to 'wait six weeks'. As for what you can do about the missing points and status credits, sit tight. Based on what you've posted it will gradually sort itself out. You've submitted information for their consideration, in response received misinformation and subsequently you clarified your entitlement according to the loyalty program conditions. It's not uncommon for airline representatives to misinterpret, or simply not know the conditions of their own loyalty program and on-going promotions.

Just to make sure, you were booked in Z both directions?

TomVexille said:

Just to make sure, you were booked in Z both directions?

Click to expand...

Yes, I had booked both sector in Z under same PNR booking.

Decided not to wait for their email response and called the customer service instead. Always dreaded to call any customer service as it can turn out to be a long wait and nothing being resolve. To my surprise, everything sorted out under 10 minutes, most of the wait time is to retrieve my emails from their file and also check with me whether the fare is an upgrade fare (which is not). Very satisfy with their customer service.

Good outcome