Missing Double Status Credits from Travel Pass

[Ron Calls]

Good afternoon all,

I am in a bit of a predicament here, that perhaps one of you good members have also found yourselves in. I recently booked two return flights using travel passes with double status credits attached. One was BNE - DRW on 11/10/21 and the other was BNE - CNS on 13/10/21. Both flights were booked on same day using different travel passes. I hadn't received the double SC's so contacted QFF by phone to query this. QFF told me they would look into it. Two days later the points for the 13/10/21 BNE - CNS flight are in my account but the others have not appeared. I again contacted QFF and was told they will take between 6-8 weeks to be credited to my account. Here's the problem, my anniversary date is 30/11/21, and I am 23 points shy of Platinum. 8 weeks is like the 6th December. I had planned for the 160 outstanding SC's would have been in my account by now and got me over the line.
Has anyone else gone past the anniversary date waiting on SCs and still been credited to the correct level, in my case Platinum?
I have been a loyal Qantas customer and Frequent Flyer member for 20 years this month. This is the first year I have achieved Gold and ultimately Platinum and I have found the whole experience terrible. This should be a really exciting time for me, but to be honest the experience has been terrible. I think the QFF customer service is appalling and the whole DSCs process a bit of a joke.
Thanks in advance for your time and any advice you may be able to provide.

 

[UP4014]

From my experience it will be dated the same day as the flight, so you should be fine.

 

[Ron Calls]

From my experience it will be dated the same day as the flight, so you should be fine.

Cheers for that. Maybe I should stop stressing about it.

 

[dylarr]

That's correct. Status credits are always backdated to the date the activity took place so the points will count in the membership year that the activity actually took place.

However since the status credits would get you over the line for Platinum status, I've found the FF service centre quite helpful in these instances when it comes to expediting claims where that claim will result in you attaining higher status etc. I managed to do this last year when I was on the verge of Gold. If you get a good agent, they might be able to help you out but it can be hit and miss.

 

[Ron Calls]

That's correct. Status credits are always backdated to the date the activity took place so the points will count in the membership year that the activity actually took place.

However since the status credits would get you over the line for Platinum status, I've found the FF service centre quite helpful in these instances when it comes to expediting claims where that claim will result in you attaining higher status etc. I managed to do this last year when I was on the verge of Gold. If you get a good agent, they might be able to help you out but it can be hit and miss.

Thanks for the reply dylarr. I have not had much luck with agents. I had to call twice this morning as the first one told me to claim missing points online then hung up on me. I have mentioned the fact I'm almost at platinum and I get the "have you claimed the covid points" or "we'll escalate it to the loyalty department" and then nothing. From the service I've experienced I'm just paranoid the dates gonna tick over I'll go back to zero, then trying to claim platinum will be pushing the proverbial up hill. But it sounds like people have been awarded their status after anniversary date, so perhaps I'll just chillax and wait for it to happen. Thanks again.

 

[dylarr]

Yeah it sounds like you got some dud agents. There is a missing points claim form but it doesn't work for DSC's (it is for when flights don't credit at all, which is not the case here). Telling you to to use that form is just fobbing you off as the claim will be rejected since the normal points were already credited for those flights.

Another option might be to e-mail [email protected] as well.

 

[Stevo.1702]

Another option might be to e-mail [email protected] as well.

I've often chased up DSC's that have only posted one way for a return journey.

I've had frequent success emailing the issue to the address dylarr gave. Might take a while to get a response but I think it beats waiting on the phone just to be told to wait another 6-8 weeks.

And don't worry about the anniversary date. Might suck to miss WP until they post but they will be applied to the year in which they were earned.

 

[Ron Calls]

So just an update for you. After having made several phone calls chasing this up, all has finally been resolved. My account was upgraded to platinum and the flights taken whilst I should have been platinum were correctly credited with the missing points. The rollover status support credits have also been added to my account. Although time consuming and stressful, the end result has been worth pursuing. Thanks all for the advice and help along the way. RC.

 

[craven morehead]

Great result congratulations on becoming a fully fledged WP !!

 

[Hbbar]

Could someone who has used the TravelPass double SC promotion confirm, does double SC count for all QF operated flights on the ticket, providing the travelpass is used up? That's how I read the terms but it's not written there explicitly.

 

[aus_flyer]

Could someone who has used the TravelPass double SC promotion confirm, does double SC count for all QF operated flights on the ticket, providing the travelpass is used up? That's how I read the terms but it's not written there explicitly.

Yes. But you might die before the bonus status credits actually arrive.

 

[serfty]

Could someone who has used the TravelPass double SC promotion confirm, does double SC count for all QF operated flights on the ticket, providing the travelpass is used up? That's how I read the terms but it's not written there explicitly.

PAX travelling on any QF Marketed and Operated flights where some or all of a Travel Pass has been used to pay for the booking are eligible for Double SC's.

You’ve chosen to earn double Status Credits on eligible flights* for all passengers booked when using your Qantas TravelPass. This offer is available on an unlimited number of eligible flights provided:

A new eligible flight booking is made before the expiry date shown on the Qantas TravelPass, Booked passengers travel on any Qantas operated flight with a QF flight number*, Your Qantas TravelPass is used to pay for the total value of your booking, or the total remaining value of your Qantas TravelPass is used towards the booking, and All passengers have their Qantas Frequent Flyer number included in the booking.

Bonus Status Credits will be credited to the Qantas Frequent Flyer accounts up to six weeks after travel.

 

[RooFlyer]

Yes. But you might die before the bonus status credits actually arrive.

Or they might arrive a month after the flights, as mine have done

 

[aus_flyer]

Or they might arrive a month after the flights, as mine have done

I think you were lucky! I've used a number of the Travel Passes and they've never credited without chasing.

 

[Hbbar]

I apologise for reclarifying this, but new flight bookings can be multiple flights?

I.e. one booking which was BNE-SYD-LAX-SYD-BNE all on QF metal, all 4 flights would receive double SC? If cost was 2k and voucher was 400, use up the voucher and pay the rest.

 

[RichardMEL]

I apologise for reclarifying this, but new flight bookings can be multiple flights?

I.e. one booking which was BNE-SYD-LAX-SYD-BNE all on QF metal, all 4 flights would receive double SC? If cost was 2k and voucher was 400, use up the voucher and pay the rest.

yes.

 

[serfty]

Or they might arrive a month after the flights, as mine have done

... or not at all!

I flew on a flight booked with 2xSC TP on first December - standard SC posted in flight, but no sign of the Double.

T&C's in email offer state 6 weeks; which is up. But I'm waiting for six weeks to be up for two more non DSC posting segments flown in the week before Christmas before I call.

 

[RichardMEL]

Yep, I am near a month post DSC TP flights that have not posted.

It is a little frustrating. I do wonder how they are processed. I would have thought similar to the "classic"(for want of a better word) way of doing it which mostly works pretty well with them showing up in a day or two or at most a week. I wonder if the problem is applying the DSC "flag"(or whatever) in the PNR when the booking is made that is the problem (I guess that's the IT geek in me trying to figure out a process ... )

So, I wait till the end of the month and then see...

 

[serfty]

Interestingly, Thursday last week I made a booking using a Travel Pass and over the weekend received 2 emails from Qantas notifying me of the transaction.

The other two times I had used the travel pass in November and December, I received no such emails.

 

[RichardMEL]

Update:

TP DSC posted just this afternoon - 4 weeks to the day post travel (I do not know if this is significant in any way). I had not bothered to contact QFF as I wasn't too worried, but it was a nice surprise none the less to see them show up as promised.

So perhaps QF did a batch run of processing or something (I'd note the entry was for the total SC's for all flights in the eligible booking rather than separate line items for each flight).

so, the system works.. slowly perhaps.. but it works