Missing Credit Madness [Qantas refusing Credit for Travel on Partner/oneworld Airlines]

[Kceips]

I have had to use QF website to claim points not credited for partner airlines on 6 occasions in last 5 years. Most recently last month. Flights with Qatar or Finnair discount business. Every single time the online claim is rejected - “ airline and booking class not eligible to earn”
I then have to use the QF email and send copies of all boarding passes to get this fixed. Anyone have more success than me?

 

[kangarooflyer88]

I'm curious - how often are you finding that partner flights aren't properly crediting to your account? Does it happen on every occasion or is this an intermittent thing or something rare?

As for having difficulty claiming credit on partner flights taken afterwards, so far as I can tell this is a OneWorld IT issue. I know when I was a United Premier Gold the once in a blue moon a partner flight would not credit correctly, and it was a simply a matter of filling out the form and in a couple of days I would receive the credit. I think that's likely because United and Star Alliance for that matter use StarNet which in my experience does a better job at tracking these things and dealing with issues like IRROPs.

-RooFlyer88

 

[Kceips]

I'm curious - how often are you finding that partner flights aren't properly crediting to your account? Does it happen on every occasion or is this an intermittent thing or something rare?

As for having difficulty claiming credit on partner flights taken afterwards, so far as I can tell this is a OneWorld IT issue. I know when I was a United Premier Gold the once in a blue moon a partner flight would not credit correctly, and it was a simply a matter of filling out the form and in a couple of days I would receive the credit. I think that's likely because United and Star Alliance for that matter use StarNet which in my experience does a better job at tracking these things and dealing with issues like IRROPs.

-RooFlyer88

About 1/4 of my flights haven’t posted automatically. With recent Qatar flights 0/2 didn’t post. Other family members similarly affected. I just find it strange that the claim missing points option has never actually worked.

 

[oz_mark]

About 1/4 of my flights haven’t posted automatically. With recent Qatar flights 0/2 didn’t post. Other family members similarly affected. I just find it strange that the claim missing points option has never actually worked.

My experience suggests that the online tool is automated, and in many cases doesn't fix whatever it was that made the original posting fail.

 

[kangarooflyer88]

My experience suggests that the online tool is automated

Most online tools are

in many cases doesn't fix whatever it was that made the original posting fail.

Nevermind partners, even on Qantas Group flights it can take many days or weeks for the darn tool to award you the points. At this point, when these things happen I just call up QFF and get it sorted then and there. This is also one of the reasons why I keep my boarding pass since you never know if you'll need to use to claim missing credits.

-RooFlyer88

 

[oz_mark]

Most online tools are

Nevermind partners, even on Qantas Group flights it can take many days or weeks for the darn tool to award you the points. At this point, when these things happen I just call up QFF and get it sorted then and there. This is also one of the reasons why I keep my boarding pass since you never know if you'll need to use to claim missing credits.

-RooFlyer88

If you mean Jetstar, from a QFF perspective, Jetstar are another partner airline.

 

[kangarooflyer88]

If you mean Jetstar, from a QFF perspective, Jetstar are another partner airline.

I mean QF in this case. Frankly I don't see the point in using the tool. Why spend the time filling out all that paperwork if the credits take forever to post? Much easier to call up QFF and get it sorted that way.

 

[bmcc]

Earlier this year I purchased flights through Qatar Airways. The routing was HND>DOH>LHR on the outbound, and LHR>DOH>HND on the inbound. The outbound leg was operated by Qatar Airways. The inbound leg was operated by British Airways and Japan Airlines. The ticket was paid for by credit card on the Qatar Airways website, and the e-ticket states clearly that the flights are in fare class 'P'.

The Qatar Airways earning table (copy below) makes clear that Qatar airways marketed tickets in fare class 'P' credit at the business rate, albeit that this would not apply for codeshare flights marketed by Qatar airways but operated by a non-oneworld airline. That's not relevant for me, since BA and JAL are oneworld airlines.

I waited a month or two but the flights were not credited. I have now have 3 weeks of back and forth emails with Qantas, who are refusing to credit the flights. At first, I simply received 3 boilerplate emails saying that the fare was "ineligible". Later, I received further emails stating that because the flight was a "charter or freight" flight, it was not eligible to earn points / status credits. Clearly nonsense. Now, 3 months later, I'm being told that there is a Qantas 'policy' of not awarding Qatar airways codeshare flights. I've asked for a copy of the 'policy' but I'm not simply being ignored.

I'm a Qantas platinum and lifetime gold member and am absolutely sick and tired of having these fights with Qantas (at least 3-4 times a year) about their refusal to properly credit partner flights. Invariably they eventually award the appropriate points/credits, but this time around they appear to simply be saying 'no' notwithstanding what their own clear terms and conditions are.

Aside from a Qantas complaint (already filed, rejected) and an ACA complaint (filed but not holding out any hope), am I right in thinking the only solution is to bring a claim for specific performance? This is really a point of principle, I'm not actually going to lose sleep over ~300 SCs but it's infuriating and I've pretty much lost my patience with them now.

Grateful for any thoughts, insights, comments, recommendations.

 

[RooFlyer]

Later, I received further emails stating that because the flight was a "charter or freight" flight, it was not eligible to earn points / status credits. Clearly nonsense.

I recall something similar happening before. I had a search, but can't find it - I did find this, but I think you have gone beyond this point.

Denied Frequent Flyer Claim

Just received a response from QF for a recent claim on MH. QF denied accrual citing flight number under zero point table. Are they now making up BS excuses to deny points? Flights were booked in full fare. Booking class is Y. What the hell is zero point table? Does anyone know if these emails...

www.australianfrequentflyer.com.au

You might like to search some more for the previous "it was a charter" excuse"; it may turn up with an insight.

The multiple excuses is par for the course with this lot, and demonstrate that they are making it up as they go along. On their table, on their website, there seems to be little ambiguity, if you were flying in one of the eligible classes.

Complain to ACCC and e-mail a few Qantas execs, calmly and with the facts. Their e-mail format is readily available about the web (they won't read them, but their PA will).

Good luck!

 

[ChrisMars]

Earlier this year I purchased flights through Qatar Airways. The routing was HND>DOH>LHR on the outbound, and LHR>DOH>HND on the inbound. The outbound leg was operated by Qatar Airways. The inbound leg was operated by British Airways and Japan Airlines. The ticket was paid for by credit card on the Qatar Airways website, and the e-ticket states clearly that the flights are in fare class 'P'.

The Qatar Airways earning table (copy below) makes clear that Qatar airways marketed tickets in fare class 'P' credit at the business rate, albeit that this would not apply for codeshare flights marketed by Qatar airways but operated by a non-oneworld airline. That's not relevant for me, since BA and JAL are oneworld airlines.

I waited a month or two but the flights were not credited. I have now have 3 weeks of back and forth emails with Qantas, who are refusing to credit the flights. At first, I simply received 3 boilerplate emails saying that the fare was "ineligible". Later, I received further emails stating that because the flight was a "charter or freight" flight, it was not eligible to earn points / status credits. Clearly nonsense. Now, 3 months later, I'm being told that there is a Qantas 'policy' of not awarding Qatar airways codeshare flights. I've asked for a copy of the 'policy' but I'm not simply being ignored.

I'm a Qantas platinum and lifetime gold member and am absolutely sick and tired of having these fights with Qantas (at least 3-4 times a year) about their refusal to properly credit partner flights. Invariably they eventually award the appropriate points/credits, but this time around they appear to simply be saying 'no' notwithstanding what their own clear terms and conditions are.

Aside from a Qantas complaint (already filed, rejected) and an ACA complaint (filed but not holding out any hope), am I right in thinking the only solution is to bring a claim for specific performance? This is really a point of principle, I'm not actually going to lose sleep over ~300 SCs but it's infuriating and I've pretty much lost my patience with them now.

Grateful for any thoughts, insights, comments, recommendations.

View attachment 384276

Just want to say I like the way you describe / present the situation in your post. It's a long post, but it reads very clearly, with all the important facts.

Have you try calling Qantas, pressing 2 at the menu at the beginning (Qantas club and frequent flyer membership enquiry etc... press 2). Asking because that's the venue that many (including myself) used this approach to fix one of many Green Tier issues (albeit, across multiple calls, until it got fixed).

Hope you won't give up on the SC (or the principle), whatever you do, keep us posted.

 

[Cynicor]

I wonder if this is eligible for small claims court?

 

[bam71]

How did this pan out?

 

[justinbrett]

The points claim process at the moment is pretty terrible, they don’t seem to be processing manual claims. If the web claim comes back as a no, the staff will enter the details into the same system and of course it’s still a no, so they reject the claim.

I think the actual manual claims are done in Australia but it’s overseas staff that are handling the claims, and getting it escalated to the right department is near impossible.

 

[SYD]

Hmm, I have one of four up coming QR J sectors as a codeshare on IB - trip starts late July. I’ll be keeping a close eye on things as there’s also been this widely reported scam of QR flight points being redirected to bogus VA FF accounts.

Frustratingly, the QF IT recently changed and no longer displays QR bookings in the QF app (I have two trips that dropped out but my QFF details are correct).

 

[TeaKozy]

Hmm, I have one of four up coming QR J sectors as a codeshare on IB - trip starts late July. I’ll be keeping a close eye on things as there’s also been this widely reported scam of QR flight points being redirected to bogus VA FF accounts.

Frustratingly, the QF IT recently changed and no longer displays QR bookings in the QF app (I have two trips that dropped out but my QFF details are correct).

Really? I just flew return to Spain on Qatar and both the outbound and inbound legs were visible within the Qantas app. Was booked via a TA who only added my QFF number.

 

[SYD]

Really? I just flew return to Spain on Qatar and both the outbound and inbound legs were visible within the Qantas app. Was booked via a TA who only added my QFF number.

Yep. Just in the last week. Including another booking for Xmas that I only booked a day or so before they both dropped out.

I have both saved in the QR app for easy access as well as the IB app for my codeshare flight…

 

[madrooster]

Frustratingly, the QF IT recently changed and no longer displays QR bookings in the QF app (I have two trips that dropped out but my QFF details are correct).

QF previously had full access to QR PNRs... they don't anymore. The change happened at Amadeus level.

 

[TeaKozy]

QF previously had full access to QR PNRs... they don't anymore. The change happened at Amadeus level.

Wow. Was this recent? Any reason as to why? Something to do with the VA tie-up?

 

[madrooster]

Wow. Was this recent? Any reason as to why? Something to do with the VA tie-up?

I can't remember when they lost the access... sometime 2023 possibly 2022.

 

[SYD]

I can't remember when they lost the access... sometime 2023 possibly 2022.

My current QR bookings are the first since 2019. But I’d had several prior to that but I don’t recall seeing full access via QF - but possibly never tried.

I do know that both bookings appeared in app immediately after booking but clicking through would just chuck up an error - unlike some other OW bookings (eg BA and IB) that let you view all the details (but not necessarily manage stuff - like seating).