First ever Post - Help needed!!!

[Fran]

Hi Guys & Gals,

This is my first post on this forum and I really hope someone can help me and once that has been resolved can make some new friends along the way

To cut a very long story short. I am a member of Qants Frequent Flyers and for check in purposes only a member of Cathay Pacific Asian Miles. Last year hubby and I went on a trip of a lifetime through the One World Alliance giving our Qantas Frequent Flyer numbers for all points earned. First overseas leg was credited correctly but then some dumb twit clerk changed my details without my consent to have most of our flights credited to our Cathay Account which is of no good to me but the final two flights were credited to our Qantas account which was correct.

Anyways since September last year I have been having an ongoing battle with Qantas trying to get the Cathay points credited back to my Qantas Account. I have done everything they have asked of me and have been to Cathay and to One World to get this matter rectified and everyone just keeps passing the buck. The last from Qantas was to once again send in my boarding passes etc to be forwarded to Cathay and that was eight weeks ago and with one follow up email I got a phone call saying they are waiting to hear back to from Cathay.

I am not blaming Qantas for the error but they are my airline and I am just asking for some customer service. This has been five months now and I just want to know if there is any sort of Ombudsman or some higher area I can take this matter to??????? they just do not seem to be following this up on my behalf or offering decent customer service and I am ripping my hair out with frustration.........................

Sorry to ramble on with my first post but any advice would be greatly appreciated............

Thanks

Fran

 

[Kiwi Flyer]

Welcome to AFF Fran

Getting misposted points reversed and posted correctly always takes a long time, and is not always successful. On one occasion for me it's taken much long than 5 months to resolve. This is due to having to deal with 2 FFPs and possibly other airlines also (if the flights aren't all on the home airlines in your case CX and QF). The steps need to be done in order and take time for the FFPs to verify unfortunately (while they make sure you aren't double dipping and possibly check how the error occurred). I know it is frustrating but it does take time for them to work it through.

Assuming the value of the points (and possibly associated status earning) are worth it, stick with it. Note sometimes will be rejected by the FFPs.

I am guessing the incorrect credit arose after you showed your CX card at check in (or lounge) somewhere along the way, which was then entered overriding your QF # for mileage credit. For future reference it is important to double check the boarding pass for any signs the miles will go to the wrong program.

AFAIK one world airlines do not have 2 fields for FFP # and thus can only hold either CX or QF # at any one time. Some (all?) star alliance airlines have 2 fields - one for status and one for mileage credit - although this doesn't always work smoothly.

 

[Dave Noble]

AFAIK one world airlines do not have 2 fields for FFP # and thus can only hold either CX or QF # at any one time. Some (all?) star alliance airlines have 2 fields - one for status and one for mileage credit - although this doesn't always work smoothly.

Amadeus has 2 entry types for FF numbers, FQTS for status and FQTV for mileage accrual. It is definately possible to have more than one FF number in a booking. When BAs OLCI at T-24 used to require being a BAEC member, I used to put the QF number in the booking for mileage accrual and then add the BA number into the booking so that OLCI could be used


Dave

 

[NM]

Further to Kiwi Flyer's information, your first step has to be to work with Cathay Pacific to get them ti reverse out the entries. Until that has been done and confirmed (probably needs to be in writing), Qantas are unable to help you. You have obviously identified the problem to Qantas to should not be caught out by any rules regarding the time between the flights being taken and credit being claimed.

So keep contacting Cathay, asking for an update on their progress of reversing out the credit entries. There is nothing Qantas can do to affect Cathay in this part of the process. You will have to chase Cathay yourself.

 

[Fran]

Thanks for the feedback guys...................

 

[NYCguy]

Don't forget to put a hit on the dunce who made the boo-boo in the first place.

Nah, only kidding...