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

[serfty]

I couldn’t find the record of my last one - a few years ago now. If they were always “U” it’s curious then how they credited as J SCs / pts in the past?

November 2016 - I was concerned after upgrading and seeing U class on BA MMB. I queried this with a UK based expat who was doing this regularly and they indicated this was normal, but it would post as Revenue Business; it did.

 

[Pushka]

November 2016 - I was concerned after upgrading and seeing U class on BA MMB. I queried this with a UK based expat who was doing this regularly and they indicated this was normal, but it would post as Revenue Business; it did.

Maybe that's changed coz mine didn't so far.

 

[serfty]

Maybe that's changed coz mine didn't so far.

As you indicated. Missing Credit Madness [Qantas refusing to Recognise Qatar Codeshares on oneworld Airlines (BA/JL)]

Do you have the original booking class documented - at the very least you should get credit for that.

 

[Pushka]

This is a new one. Claim already denied. Used the ticket number on original booking and which AY was able to find.

 

[ole nimeton]

The QF points claim process is completely broken at the moment.

Infuriating would be an under statement.

I recently tried to claim an original routing credit, for myself and my travel companion for SYD-MEL-CBR flights booked as part of a double status credits promotion. We were put on a SYD-CBR direct flight because the SYD-MEL segment was cancelled, so I followed the steps in the AFF guide etc to claim an original routing credit for the lost MEL-CBR flight plus the associated double status credits.

Long story short, after much back and forth with the QF frequent flyer team, they eventually credited me the lost SYD-MEL flight, the SYD-CBR flight I actually took plus the original cancelled MEL-CBR flight. Double status credits were automatic for the actually flown SYD-CBR flight but no double status credits were ever received for the other two flights. Anyway, I wasn't going to argue at this point - they managed to get me to the amount of status credits I was expecting by incorrectly crediting an extra flight.

My travel companion, however, was not so lucky. Despite being on the same booking that I had paid for, the FF team refused to deal with me to action my companions claim unless they followed it up themselves which they eventually found time to do. Several phone calls later and one of the agents had manually removed their actually flown SYD-CBR flight with the promise that the originally booked flights and double status credits would credit shortly. Three weeks later and neither the flights nor status credits have appeared in their account. Meanwhile they have missed out on a loyalty bonus and are just thankful that they weren't relying on the 160 status credits to retain status.

I'm not expecting any of my companion's status credits to show up (will update if they do) or for Qantas to correctly reflect the flights/double status credits in my account.

Either way it is infuriating and makes me think twice about sending the amount of money I do Qantas' way. They sell a product and then don't deliver on what they promise - plus the onus shouldn't be on me (or my travelling companion who didn't even enter into a financial transaction with Qantas) to have to repeatedly follow it up.

I'm not even going to bother trying to chase up my missing FJ CBR-NAN status credits which Qantas doesn't seem to have updated into their calculator (and presumably the back end) since FJ introduced the route a year ago.

 

[Princess Fiona]

This is a new one. Claim already denied. Used the ticket number on original booking and which AY was able to find.

View attachment 395684

The online claims process is frequently incorrect.
Just use the email address and submit a pic of the boarding pass and ticket receipt.

 

[justinbrett]

The online claims process is frequently incorrect.
Just use the email address and submit a pic of the boarding pass and ticket receipt.

Except for lowly WPs and below the new process is the FF service centre enter your details on the same system the online form uses, so if you can’t do it online it will likely fail again as well.

Then it gets escalated to a “specialised team” to review, and well, I’ve been waiting 4 months now. Multiple follow ups - email and phone, and two complaints (that as above went nowhere other than the same FF service centre).

 

[kpro]

In my experience, such did book into U - about 7 years ago I paid for a POAG LHR-IST and it changed to U. Still received business SC's.

November 2016 - I was concerned after upgrading and seeing U class on BA MMB. I queried this with a UK based expat who was doing this regularly and they indicated this was normal, but it would post as Revenue Business; it did.

For those in the know, reward flights on BA used to earn full Status Credits and Points on QFF up until recently. Yes, BA flights booked outright as a Classic Reward in 'U' class credited as 'J'.

Possibly QFF did this because of the scenario mentioned in post 38, leading to the loophole described in my previous paragraph. Now that it's been 'fixed', BA promo upgrades now earn nothing.

 

[Princess Fiona]

For those in the know, reward flights on BA used to earn full Status Credits and Points on QFF up until recently. Yes, BA flights booked outright as a Classic Reward in 'U' class credited as 'J'.

Possibly QFF did this because of the scenario mentioned in post 38, leading to the loophole described in my previous paragraph. Now that it's been 'fixed', BA promo upgrades now earn nothing.

I don’t think it was anything at all to do with QF. Likely a BA stuff up with sending across the appropriate fare class instead of U.

Was good while it lasted and it lasted for a long time, although may have had the unintended consequences of stuffing paid upgrades now it’s fixed.

 

[madrooster]

For those in the know, reward flights on BA used to earn full Status Credits and Points on QFF up until recently. Yes, BA flights booked outright as a Classic Reward in 'U' class credited as 'J'.

Possibly QFF did this because of the scenario mentioned in post 38, leading to the loophole described in my previous paragraph. Now that it's been 'fixed', BA promo upgrades now earn nothing.

BA U class redemptions were crediting to QFF as BA I class, not J class. To this day I cannot figure out why BA was rewriting the class to I class.

It was BA sending the I class across, it had nothing to do with QF other than QF just crediting as per BA's data.

 

[kpro]

I don’t think it was anything at all to do with QF. Likely a BA stuff up with sending across the appropriate fare class instead of U.

BA U class redemptions were crediting to QFF as BA I class, not J class. To this day I cannot figure out why BA was rewriting the class to I class.

Ah, did not realise it was BA sending a class other then U to QFF.

It still stands to reason that it's possible this was BA's solution to ensuring paid upgrades credited correctly. And that the 'fixing' of this behaviour has caused the issue that is described by Pushka.

 

[SYD]

While we digress, I thought it was only PC/PC+ members getting the BA “bonus” not everyone!

 

[Princess Fiona]

While we digress, I thought it was only PC/PC+ members getting the BA “bonus” not everyone!

No it was everyone. The flights posted as revenue with points as well as SC.

 

[Pushka]

Well, mine was a fully paid for J seat on BA. No awards involved. Claims for both of us have failed. I've used the email [email protected] but is there a better one?

 

[justinbrett]

While we digress, I thought it was only PC/PC+ members getting the BA “bonus” not everyone!

No, it was PC-Max.

A secret club only extended to anyone redeeming on BA!

 

[andye]

Reminds me of when you could get LHR-KUL-SYD J for 51k MH points and still get full BA Tier Points

 

[serfty]

Maybe that's changed coz mine didn't so far.

BA U class redemptions were crediting to QFF as BA I class, not J class. To this day I cannot figure out why BA was rewriting the class to I class.

It was BA sending the I class across, it had nothing to do with QF other than QF just crediting as per BA's data.

Ah, did not realise it was BA sending a class other then U to QFF.

It still stands to reason that it's possible this was BA's solution to ensuring paid upgrades credited correctly. And that the 'fixing' of this behaviour has caused the issue that is described by Pushka.

This change has caused a "disturbance in the force" over on the FlyerTalk Qantas forum. There's even an anecdote from a member crediting to AAdvantage:

Party Over for Additional Tier Points/Status Credits [Upgrades on BA] - FlyerTalk Forums

Qantas | Frequent Flyer - Party Over for Additional Tier Points/Status Credits [Upgrades on BA] - Sadly after 3 years of paying for promotional upgrades intra EU and gleaning the full J Status Credits and Points for QF FF it appears that any PUP addition not only gets the original earn rate but...

www.flyertalk.com

 

[Pushka]

This change has caused a "disturbance in the force" over on the FlyerTalk Qantas forum. There's even an anecdote from a member crediting to AAdvantage:

Party Over for Additional Tier Points/Status Credits [Upgrades on BA] - FlyerTalk Forums

Qantas | Frequent Flyer - Party Over for Additional Tier Points/Status Credits [Upgrades on BA] - Sadly after 3 years of paying for promotional upgrades intra EU and gleaning the full J Status Credits and Points for QF FF it appears that any PUP addition not only gets the original earn rate but...

www.flyertalk.com

But none of that discussion applies to mine where I purchased a J class ticket, not via any offer, and it’s currently deemed as an award.

OK. An update. It’s no longer an award seat. But this. Progress I guess.

 

[kangarooflyer88]

I think the main lesson here is Qantas really values your loyalty as a Platinum and Lifetime Gold

If I was you, I would be status matching to other programs and seeing how things are elsewhere. Indeed, I status matched my Qantas Platinum over to LATAM Black earlier this year and was able to use 4 included upgrade certificates to upgrade my partner and I from economy to business on several long haul flights (MEL>SCL and GRU>JFK). More details here:
LATAM status match $80USD

There are many airlines out there vying for your business and some of them are easier to deal with and provide more tangible benefits than Qantas. Just my thoughts as a twice battered frequent flyer (first with United - thanks Scott for introducing the $$$ to DollarsPlus for international members and now with QF)

-RooFlyer88

 

[Owsta]

Im

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

Im with you... Its so frustrating. Qantas are so good at providing a product and then later changing the terms of the agreement with no one to challenge them. The one world alliance should kick them out of this partnership if they are not going to honour the flights they say are 'partnered' airlines. Qantas think they are too big to fail... but as we all know this is not the case. The government at the same time supports them, bails them out and then we get no relief in fares etc and then even the frequent flyer program is changed and modified so many times you need to be a lawyer to understand the fine print.
I choose to fly with any other airline if I have options. But share your frustration wholeheartedly.