Help - chasing missing points and losing the will to live!

[missali]

My partner and I flew Melb - Doha then Doha - Edinburgh with Qatar in April. We returned in May, flying Dublin - Doha and then Doha - Melbourne. We are both Qantas Frequent Fliers and Qatar is a parter airline for earning QFF points. Our QFF member numbers were on all the bookings. The points were subsequently credited to our QFF accounts for flights 2, 3 & 4 but not for the 1st flight. Trying to chase these missing points has become a nightmare. These were business class flights so we are each missing 7300 points for that one leg of our trip. We filled in the form for missing points on the QFF website with all details they wanted and were sent messages saying the points had already been paid (incorrect). When my partner contacted Qantas he was told to send them our boarding passes. (Rookie mistake - we hadn't kept them). Not possible. Then our baggage tags (of course we'd removed these before the next flight and hadn't kept them). Not possible. Then they told us to contact our travel agent who had made the booking. She couldn't provide proof we'd actually been on the flight. The e-ticket receipt showing our flights and seat number wasn't enough for them. We tried to escalate the problem and were told it was being reviewed. Then the review response said we had to send them our boarding passes! AAAARGH. We are going around in circles and no-one can give us common sense help. Does anyone on this forum have a helpful suggestion? We'd be most grateful.

 

[Scr77]

This is not my area of expertise, but I’ll have a crack! Logically, you couldn’t have taken flight 2, 3 and 4 without being on flight 1. And if you missed flight 1, the rest of the flights would have been auto cancelled. So there really should be no reason to provide you first boarding pass.

Having said that, I’m pretty sure not all QR flights booked via QF are eligible for points earn. But I’m not sure how to check that. Hopefully, someone else will chime in.

Oh, and welcome to AFF. Stick around, theres always something to learn or contribute.

 

[ronlon]

your booking class for flight 1 may not have been in an earn category for Qantas points. Not all Qatar booking classes earn Qantas points despite being a partner. Best to check first, info is on Qantas website

 

[encryptededdy]

To my knowledge all Qatar business booking classes should be eligible for QFF earn.

You may be able to request a proof/certificate of travel from Qatar Airways. These are usually issued for insurance purposes, but maybe Qantas will accept them for this purpose.

 

[missali]

This is not my area of expertise, but I’ll have a crack! Logically, you couldn’t have taken flight 2, 3 and 4 without being on flight 1. And if you missed flight 1, the rest of the flights would have been auto cancelled. So there really should be no reason to provide you first boarding pass.

Having said that, I’m pretty sure not all QR flights booked via QF are eligible for points earn. But I’m not sure how to check that. Hopefully, someone else will chime in.

Oh, and welcome to AFF. Stick around, theres always something to learn or contribute.

Thanks for your reply. I thought that'd a be straightforward way to have the problem solved and I've pointed that out on several occasions but unfortunately such logic does not exist at Qantas! Now I'm waiting for Qatar respond to my online request for a proof of travel letter....and so it goes on. Moral of the story - ALWAYS keep the boarding passes!

 

[missali]

To my knowledge all Qatar business booking classes should be eligible for QFF earn.

You may be able to request a proof/certificate of travel from Qatar Airways. These are usually issued for insurance purposes, but maybe Qantas will accept them for this purpose.

Yes all the flights were certainly eligible. So frustrating when they make their problem (mistake) your problem. I did manage to speak to a knowledgable Qantas customer service person (it's the luck of the draw) who confirmed that they need documentation confirming that we actually boarded the flight so to ask Qatar for a travel confirmation letter (as you suggest). He said it is quite a common request and that Qatar should know exactly what to do in providing this. Now waiting on an answer from my email to Qatar .........
Thanks for your suggestion.

 

[missali]

your booking class for flight 1 may not have been in an earn category for Qantas points. Not all Qatar booking classes earn Qantas points despite being a partner. Best to check first, info is on Qantas website

Thanks - definitely all 4 flights eligible. Weird that 3 out of 4 had the points promptly granted in full but the first just slipped through the net - Qatar mistake apparently. So frustrating when they make the mistake and the customer (who has paid them a lot of money for the flight) is left to sort out the problem.