Help! Points for QR flight not credited. Still being accused of lying.

[RSVKanga]

what type of partnership professional and beneficial would you suggest QR to have done?

They should have followed through on their 2018 intention to exit oneworld (Australia was the primary reason) and then they could have had all the freedom in the world to have a professional and genuine partnership with VA, free of any oneworld contradictory factors, rather than the rushed and provocative mess this QR-VA alliance is.

 

[RooFlyer]

Deleted. Realised the thread this is in. Apols to the OP.

 

[DisgustedwithQatar]

Hi all,

I flew QSuite on 25 February and triple checked that my VA Velocity number was on the booking. Triple checked the fare type (I paid in cash) is eligible. All above board.

Indeed the boarding passes had the numbers on them.

Points weren't credited.

Waited the 14 days to lodge a claim.

System said I received points in another program and that I can't double dip?? This is not true at all. I checked my QF and QR accounts in case I accidentally received points. Nothing.

My wife and daughter don't even have other frequent flyer accounts apart from VA, which makes this all the more ridiculous.

I attached the boarding passes and expressed my frustration given I'd done everything right.

I get a reply again accusing me of "double dipping" and then requesting that I contact Qatar Airways with a letter confirming that they've reversed the points. Awful customer service, no apology, just assuming I got the points and asking me to 'reverse' non-existent points.

And anyway like I said I have a QR account, but my wife and daughter don't so I actually don't know what to do for them!

Anybody who's been in this situation, can you give me some advice?

It was a QSuite flight on a D fare which I paid good money for, and should be credited in excess of 20k points for the 3 of us based on the tables on the VA website.

Hi - exactly the same thing happened to me.

Business class Q-suite return Melbourne / London in May.

I found out (by accident) that someone at Qatar opened an account using my personal information and the points are locked in there as I can’t verify the account as I didn’t open it. They’ve stonewalled me completely.

No response from their fraud department, spent many many hours on the phone with them, have even emailed their senior executives. Nothing. They are a disgraceful airline to deal with, and Virgin should have be ashamed advertising any sort of partnership with them.

They are dishonest, fraudulent and unresponsive. The best Q-suite experience does not make up for the identity fraud. Shame on you Qatar. I will be filing a police report and taking further actiin shortly. Hopefully it will go some way to closing down this shonky behaviour which has no place in Australian skies.

 

[RooFlyer]

Welcome to AFF @DisgustedwithQatar .

Do you mean your account got hacked and the login details changed?

 

[encryptededdy]

Welcome to AFF @DisgustedwithQatar .

Do you mean your account got hacked and the login details changed?

Sounds like someone opened an account in that @DisgustedwithQatar 's name with Qatar Privilege Club and attached it to their booking, thus taking their points.

@DisgustedwithQatar , how do you know that someone at QR opened the account using your information? I assume you see a QR Frequent Flyer number on your booking that you don't recognise? I suppose it's fair to assume that if they were able to attach the account to your booking that at least the surname on the account must've matched.

Anyway, it looks like your case matches the many cases mentioned on this FlyerTalk thread linked above. Whether this is a serious IT glitch or a rogue Qatar employee is something we don't know, but people in that thread have reported some success in getting their points back after a lot of back and forth with customer service.

 

[equus]

Looks seriously like an IT glitch to me. Something is mismatching sessions and applying updates from a different session that overwrites the FF number with one of someone who was also using the system. Could be a cache issue, misconfigured server, or one of a server pool out of alignment.

Doesn't look like a rogue agent, as too many different random FF programs involved, and in any event. how are they going to access / use the points. In the unlikely event it was a rouge agent, why would they risk discovery by changing an FF number, when they must see plenty of check ins with no FF number at all - those people are much more likely to not notice, as they would not be expecting to see points.

 

[encryptededdy]

I agree that an IT glitch is the most likely. Looks like it's been around for 6 months though, so I'm surprised that it still hasn't been fixed.

It's a bit strange though because at least one person was able to contact the FFP of the number that replaced theirs (BA) and confirmed that the account there had the same name. If @DisgustedwithQatar knows there's a QR FFP account with the same name as them (I will await their response to see how they deducted that), then these are quite strange coincidences that aren't really explained by a simple IT issue.

Anyway, it sounds like this is a QR issue rather than a VA issue in all these instances - QR is telling VA that they already credited it to another FFP.

 

[DisgustedwithQatar]

It's not an IT glitch. It is someone at the Qatar end delibertately overriding the velocity frequent flyer number that was submitted with the booking. The false account is in my name, using elements of my personal data except the verification pieces (email and phone). Qatar wouldn;t give me any information on the false account because they were unable to verify that it was me at the other end of the telephone. I have been around in circles on it. I ended up getting the false account number through the corporate travel agency as they could see it had been changed to that number on the day of departure. I don't know where the identity fraud happened in the chain (maybe the corporate travel agency - AMEX GBT,. or Qatar). Most likely Qatar. Qatar has been singularly unhelpful - no case numbers, no acknowledgment from their fraud department - complete stonewalling. Disgraceful customer service,. and disgraceful that Virgin is in partnership with these guys. The main reason I flew with them was that I could claim velocity points. The flight was great, but not great enough for me now to have to spend hours trying to unravel identity fraud and who knows what else is coming down the pipes following this privacy breach. A nightmare.