Missing QFF points claim

[pn1]

On 18 September 2024, I flew Helsinki to Los Angeles business class on AY 001 with my Qantas Frequent Flyer membership number clearly shown.

No points have been credited to my QFF account so last week I phoned Qantas and spoke with a helpful agent who explained that the administrative and clerical procedures for adding third party flight credits to my account were extremely complex and time consuming.

She said the points would definitely be credited in what I understood her to be saying "the fullness of time" (with due respect to Sir Humphrey Appleby). The agent politely added it would probably be some time before I needed to use any of the points from AY 001 considering my current balance.

I had no issues with the agent who was polite and helpful.

Interestingly, an AY business class flight two days earlier from Berlin to Helsinki was credited promptly.

Paul in Melbourne

 

[MEL_Traveller]

If not already done, i would submit the claim via the website. can’t hurt.

 

[pn1]

The website tells me the claim is being processed! That’s why I called the agent.

 

[DejaBrew]

The agent politely added it would probably be some time before I needed to use any of the points from AY 001 considering my current balance.

Bit presumptuous on behalf of the agent. I mean... what if you wanted to use those points to knock some $$ off a new toaster?

 

[pn1]

Update: I received a terse (computer generated?) email from Qantas saying my claim for the flight points was denied. So, I made a formal complaint about the "decision" and the conflicting advice receivced from Qantas. Within a few days the points and status credits were added to my FF account. Then my partner repeated the process with the same results!

Interestingly Qantas makes no effort explain the situations "within the office" that lead to what appears to me to be a pretty shoddy form of administrative and clerical support.

And I wonder how many less experienced travellers may accept unsigned computer generated email effectively telling the member to go and engage in sexual intercourse?