Captain Halliday
Established Member
- Joined
- Jun 1, 2014
- Posts
- 4,945
I would appreciate advice from the brains trust about getting my Lifetime Status Credit balance corrected after a manual intervention resulted in 54 LTSC disappearing.
My three-month saga in a few paragraphs:
In February, I had a flight cancellation on a four sector trip which led to an involuntary reroute.
Status Credits for the sectors flown posted the same day and DSCs posted the following day.
I submitted an ORC claim which was accepted.
The flight details and all SC for the flights flown disappeared from my activity statement and were replaced by SC and DSC for the original routing. So far so good.
However, after this manual intervention I noticed my LTSC balance was 54SC fewer than what it should have been.
An email to QFF service centre asking for this to be fixed resulted in another 28 SC posting to both my activity statement and LTSC balance.
But this still left my Lifetime SC balance 26 SC short.
Since that time I’ve emailed QFF five times and called six times to have this corrected.
Multiple agents have confirmed my LT total is incorrect (now -26SC on what it should be) but none has been able to fix it.
The closest I came was an agent who not only called me back, but emailed twice with updates from the IT team. However, still wasn’t fixed and I haven’t heard from that agent in six weeks despite calling and emailing to ask for him specifically.
Out of frustration I submitted a formal complaint via the Qantas web form about two weeks ago.
In my complaint I including the full history with details of all calls and emails including the names of agents and a summary of each conversation.
It’s now been two weeks and I’ve had no reply to the complaint - not even an auto-reply with a case number.
I estimate I’m around 18 months off LTG, so don’t want to be short-changed.
I think it’s a last resort to email the Head of Loyalty, so before I do, any other suggestions to have this resolved would be much appreciated.
My three-month saga in a few paragraphs:
In February, I had a flight cancellation on a four sector trip which led to an involuntary reroute.
Status Credits for the sectors flown posted the same day and DSCs posted the following day.
I submitted an ORC claim which was accepted.
The flight details and all SC for the flights flown disappeared from my activity statement and were replaced by SC and DSC for the original routing. So far so good.
However, after this manual intervention I noticed my LTSC balance was 54SC fewer than what it should have been.
An email to QFF service centre asking for this to be fixed resulted in another 28 SC posting to both my activity statement and LTSC balance.
But this still left my Lifetime SC balance 26 SC short.
Since that time I’ve emailed QFF five times and called six times to have this corrected.
Multiple agents have confirmed my LT total is incorrect (now -26SC on what it should be) but none has been able to fix it.
The closest I came was an agent who not only called me back, but emailed twice with updates from the IT team. However, still wasn’t fixed and I haven’t heard from that agent in six weeks despite calling and emailing to ask for him specifically.
Out of frustration I submitted a formal complaint via the Qantas web form about two weeks ago.
In my complaint I including the full history with details of all calls and emails including the names of agents and a summary of each conversation.
It’s now been two weeks and I’ve had no reply to the complaint - not even an auto-reply with a case number.
I estimate I’m around 18 months off LTG, so don’t want to be short-changed.
I think it’s a last resort to email the Head of Loyalty, so before I do, any other suggestions to have this resolved would be much appreciated.
