Qantas Frequent Flyer refusing to credit Alaska flight as operated by Skywest

[Andy72]

what's the best way to make a written complaint, thanks

 

[moa999]

Trying again with that email address in the 2nd post probably best.

 

[DC3]

Emailed and called. Sent Eticket and boarding passes. Not working despite the fact that a flight a week later credited

Just to confirm that you did email [email protected] and that you have received their response? I’m only asking because I can’t quite work out whether some of the posts refer to the Call Centre response or the email response. Sorry if I’ve missed something. Just to add, in the past I have had excellent responses from that email address.

Edit: Some Call Centre staff are useless by the way.

 

[AIRwin]

what's the best way to make a written complaint, thanks

https://www.qantas.com/au/en/support/contact-us/customer-care-feedback-form.html#

 

[Capricornus]

I have flown AS operated by Skywest and it credited no problems. Submit your complaint and let us know how you go.

 

[DC3]

And don’t bother with the Call Centre

 

[Himeno]

Skywest doesn't operate any flights as Skywest. All their flights are operated for one of the larger mainline US airlines (AA/UA/DL/AS) with aircraft assigned to a given airline to operate as their regional affiliate with said aircraft painted in the colours of the airline they are operating for.

Skywest flights operated for AS or AA are oneworld flights. They are no different then the flights operated by Alliance for Qantas.

 

[justinbrett]

Trying again with that email address in the 2nd post probably best.

No, use the web portal posted by @AIRwin, as it gets a complaint reference number and tracked. This is useful if you have to escalate to the airline advocate.

Email to the FF address is fine but when they keep going around in circles it’s time to make a complaint.

 

[Andy72]

And don’t bother with the Call centre, you are correct, they can’t help.

Going round in circles. Will try the web portal next. It’s only 40 sc but more the principal now. They are unable to explain why some Alaska Skywest flights credit.
No one onshore to talk to. Only call center team. The people that make the decisions in the Phillipines are not “customer facing”

Email received

Thank you for contacting the Qantas Frequent Flyer Service Centre.

Please be advised that as per our dedicated team, although Skywest Airline is a partner of Alaska Air, it is still not part of Oneworld making the flight not eligible to earn Qantas points and Status Credits.

Based on our Airline Earning table stating that 'Qantas Points are earned on all eligible booking classes, except Alaska Airlines codeshare flights operated by an airline other than Qantas or a oneworld member airline.'

Please refer to this link :

https://www.qantas.com/ph/en/freque...line-earning-tables/earn-category-tables.html

We appreciate your patience and understanding to this matter.

Kind Regards,

 

[Himeno]

That email reply reminds me of when I spoke to MH about changing an MH operated flight on a DONE3 and they said I had to talk to SQ.

The oneworld website and AS both say that flights operated by Skywest for AS are oneworld flights. As do the aircraft used, they have the oneworld logo next to the boarding door, just like every oneworld aircraft does. https://www.jetphotos.com/photo/11248826

 

[Andy72]

They send me a bottle of champagne as a thank you for flying qantas for then are and then generate frustration decrease that good will . My guess is that the Phillipines call centre have no ability to deviate from fixed processes and scripted replies. I suspect I will get nowhere

 

[JetSetting88]

I have been fighting this same battle, after multiple push-backs via email I received the below response 2 days ago from [email protected] :

I hope this email finds you well.

We sincerely apologize for the delay in our response and any inconvenience this may have caused. Concerning your inquiry about flight AS3425 on December 31, 2024, from LAX to YLW, we are pleased to inform you that we will credit your points and status credits. However, we have encountered a system error due to the mileage not being registered at this time.

We have escalated this matter to the appropriate team for further investigation and kindly ask for your patience as we await their response. Thank you for your ongoing loyalty.

Kind Regards,
Bianca
Qantas Frequent Flyer Team


I've yet to receive any further response as I'm relying on these SC to re-qual Platinum prior to 31st January.

 

[Andy72]

I have been fighting this same battle, after multiple push-backs via email I received the below response 2 days ago from [email protected] :

I hope this email finds you well.

We sincerely apologize for the delay in our response and any inconvenience this may have caused. Concerning your inquiry about flight AS3425 on December 31, 2024, from LAX to YLW, we are pleased to inform you that we will credit your points and status credits. However, we have encountered a system error due to the mileage not being registered at this time.

We have escalated this matter to the appropriate team for further investigation and kindly ask for your patience as we await their response. Thank you for your ongoing loyalty.

Kind Regards,
Bianca
Qantas Frequent Flyer Team


I've yet to receive any further response as I'm relying on these SC to re-qual Platinum prior to 31st January.

I have been fighting this same battle, after multiple push-backs via email I received the below response 2 days ago from [email protected] :

I hope this email finds you well.

We sincerely apologize for the delay in our response and any inconvenience this may have caused. Concerning your inquiry about flight AS3425 on December 31, 2024, from LAX to YLW, we are pleased to inform you that we will credit your points and status credits. However, we have encountered a system error due to the mileage not being registered at this time.

We have escalated this matter to the appropriate team for further investigation and kindly ask for your patience as we await their response. Thank you for your ongoing loyalty.

Kind Regards,
Bianca
Qantas Frequent Flyer Team


I've yet to receive any further response as I'm relying on these SC to re-qual Platinum prior to 31st January.

Post automatically merged: Yesterday at 12:21 PM

Hi jetset88. How did you get them to agree ?

 

[JetSetting88]

Post automatically merged: Yesterday at 12:21 PM

Hi jetset88. How did you get them to agree ?

Responded as below to their email when they denied the claim due to codeshare reasoning:

That's incorrect, it wasn't a codeshare.

That's like saying QantasLink is a codeshare of Qantas.

The boarding pass provided as attached shows my Oneworld status and the eligible fare type with Alaska Airlines.

Could it be that this is a new direct flight with Alaska Airlines and is not showing yet in Qantas system? They only started doing the direct LAX to Kelowna flights this December 2024.

 

[JetSetting88]

550 points and 15sc's posted over night, was fare class L.

 

[Andy72]

550 points and 15sc's posted over night, was fare class L.

1375 points and 60 sc credited overnight. I suspect this automatically done

 

[justinbrett]

However, we have encountered a system error due to the mileage not being registered at this time.

This was the reason for both of you the whole time. The codeshare thing was just their (incorrect) assumption for why the flight wasn’t in their database.

Of course Skywest fly many popular routes like LAS-LAX, many of which are also QF codeshares.

 

[Kerrodt]

1375 points and 60 sc credited overnight. I suspect this automatically done

@Andy72 So has this solved your problem?

 

[Andy72]

@Andy72 So has this solved your problem?

Yes, no response from the frequent flyer centre though. Talk about making it hard

 

[Kerrodt]

Yes, no response from the frequent flyer centre though. Talk about making it hard

Yeah, when it strays outside what they see to be written in their book of rules it becomes difficult for them. I can't blame a general phone operator to be able to break the rules but the common sense approach would be for them to escalate to a more senior/knowledgeable person to review when it doesn't fit in the rules.

Well, problem solved, crisis over......until the next one.