Qantas Original Routing Credit due to Involuntary Rerouting

[Fergo747]

Do ORC claims usually work when your original flight was a oneworld partner?

I was booked on a JL flight which was cancelled, and they put me on another airline to get to where I needed to go. Will it be difficult for me to submit the JL ticket and cancellation details and get the JL credit to QF program?

Yes, I did this just the other day. My AA flight (QF code) was cancelled, I was put on the next available flight (downgraded initially, then got put back into J), however it coded as AA flight and Flex Y. I flicked an email to [email protected] stating what had happened and attached my original itinerary and it was rectified in ~24 hours with correct SC and points.

 

[Doddler]

Yes, I did this just the other day. My AA flight (QF code) was cancelled, I was put on the next available flight (downgraded initially, then got put back into J), however it coded as AA flight and Flex Y.

Hmmm. But was that a QF ticket? And the reroute was still on a partner airline, even if not QF coded.

What happens when you're due to fly on a partner airline's ticket, claiming miles to QF, but your flight is rerouted to another, non-partner airline? This just happened to me due to fly Finnair claiming QF miles, but got rerouted on a KLM flight.

Any chance of me getting the QF miles, and if so do I contact Qantas or Finnair? Or both

(BTW - just joined, having moved back to Australia after 25 years overseas)

 

[DC3]

… What happens when you're due to fly on a partner airline's ticket, claiming miles to QF, but your flight is rerouted to another, non-partner airline? This just happened to me due to fly Finnair claiming QF miles, but got rerouted on a KLM flight ...

I was bumped from LAN to NZ, several years ago. Applied to QF for, and received, ORC. I just sent an email explanation with scanned boarding passes to [email protected] seeking ORC, quoting the original PNR.

No issues at all.

Edit: Also, since then, my AA flight was cancelled due to weather. Placed on a DL flight. Same as above with ORC.

 

[Flying Fox]

I called and the QF agent knew exactly what I wanted. Fixed it immediately.

 

[Doddler]

Fantastic! Thanks for the info - I'll give it a go.

 

[Fergo747]

Hmmm. But was that a QF ticket? And the reroute was still on a partner airline, even if not QF coded.

What happens when you're due to fly on a partner airline's ticket, claiming miles to QF, but your flight is rerouted to another, non-partner airline? This just happened to me due to fly Finnair claiming QF miles, but got rerouted on a KLM flight.

Any chance of me getting the QF miles, and if so do I contact Qantas or Finnair? Or both

(BTW - just joined, having moved back to Australia after 25 years overseas)

Sorry Doddler, not sure in your circumstance. Mine was QF ticketed through my work TA. I would assume the same rules apply re ORC so would send an email requesting such. As I mentioned upthread, from sending an email to having the correct points and SCs in my account was ~24 hours.

 

[Doddler]

Fantastic! Thanks for the info - I'll give it a go.

Just to let you all know, Qantas sorted this out quickly without fuss, so I was credited with miles and credits for the Finnair flights I would have taken according to my original itinerary.

Many thanks for your help!

 

[sxc]

Just to let you all know, Qantas sorted this out quickly without fuss, so I was credited with miles and credits for the Finnair flights I would have taken according to my original itinerary.

Many thanks for your help!

Did you call them or email them?

 

[Doddler]

Emailed them and they were quick and efficient.

 

[sxc]

Emailed them and they were quick and efficient.

My email has been outstanding for a number of weeks....hmmmm.

You emailed frequent_flyer ?

 

[Doddler]

Yes, that's correct. They replied to me within a few days.

 

[Chrizztofa]

Hello,
Do you think I would be entitled to ORC in the following scenario?

I was booked on a ticket that routed me from CGK-SYD-MEL-CNS. QF later changed the MEL-CNS flight time so that it departed before my incoming SYD-MEL flight and advised me to contact the call centre. Upon doing so (about a month before the flights), they rebooked me onto SYD-CNS direct.

Can I still claim ORC for the SYD-MEL flight or will the fact I agreed to the changes prevent me from doing so? If so, would this also qualify for DSC as I booked it during a DSC promo period?

Many thanks.

 

[DAC1]

I was booked on a QF award between SYD and LAX in Business. As a Points Club member, I should receive some Status Credits for taking that flight.

Fast forward to a few weeks ago when I went to check in for that flight, I was informed that I would be bumped to PE as there were First/Business seats out of service. After pushing back, I was eventually rebooked onto Delta in Business.

I have now been attempting to claim Original Routing Credit for the past three weeks and have found this to be nearly impossible. Following older advice on here, I have sent a detailed email setting out the facts (along with the original ticket and boarding pass) and called five times. Each time I have called, most agents have not properly understood what I was seeking (even after I made it clear that I was seeking ORC) and a number of agents even thought that I was after a flight credit and have tried to transfer me to reservations.

Earlier this morning, I received an email saying that my missing points claim was unsuccessful as there was no match on booking name on flight (which is expected as I wasn’t on the flight).

Does anyone had any recent experience in successfully obtaining ORC? Is there anything in particular you can share about what you asked for?

 

[Princess Fiona]

I haven’t personally sought ORC any time recently but from what I can gather from my Facebook group you need to email them to ask for it.

It should be straightforward for a revenue fare that’s rerouted. I don’t know of anyone who has been rebooked on an Award and claimed ORC as a Points Club member.
That could be tricky. The level of competence and comprehension in the FF service Centre seems to vary somewhat.

 

[encryptededdy]

Does anyone had any recent experience in successfully obtaining ORC? Is there anything in particular you can share about what you asked for?

Obtained ORC recently for a revenue flight with no trouble, including dealing with DSCs manually.

I've put in 3 requests so far for ORC on a seperate award booking (Points Club, Qantas involuntary reroute) to no avail so far. Every time they tell me they need to escalate it (I assume the award booking is causing issues), and that they'll call me back. In typical Qantas fashion, they never call back. I've called 3 times and sent an email 2 months ago (no reply).

 

[DAC1]

Obtained ORC recently for a revenue flight with no trouble, including dealing with DSCs manually.

I've put in 3 requests so far for ORC on a seperate award booking (Points Club, Qantas involuntary reroute) to no avail so far. Every time they tell me they need to escalate it (I assume the award booking is causing issues), and that they'll call me back. In typical Qantas fashion, they never call back. I've called 3 times and sent an email 2 months ago (no reply).

Sounds very similar to my experience (although I have followed up a few more times than you).

I have called again and was again told I would be called back within 24-48 hours.

It is frustrating as the status credits and ~ from this flight will push me from Silver to Gold (once credited, if they do get credited).

 

[aikman]

Assuming you were booked on a revenue fare with Delta couldn't you at least capitalise on that by earning some points through another points program.

 

[DAC1]

Assuming you were booked on a revenue fare with Delta couldn't you at least capitalise on that by earning some points through another points program.

I could possibly do that although the priority is getting to Gold with QF (which is what the status credits with this flight would get me to)

 

[*A Flyer]

I could possibly do that although the priority is getting to Gold with QF (which is what the status credits with this flight would get me to)

You should be able to double dip and claim the points from Delta and ORC from QF. Getting QF to deliver though does appear to be increasingly challenging gong. Good luck.

 

[Danger]

I had an absolutely horrible experience requesting ORC this year.

6/2, my domestic redemption PER-xMEL-xCBR-SYD for a week later had been rescheduled, forcing me to spend the night in MEL. I called QF and was offered PER-SYD direct. I asked if I would receive ORC and the agent said no so I declined to accept the change. She then referred my request to a supervisor who said he would "send a letter" to the Points Club team to confirm ORC would be possible and would be in touch with me by phone. I accepted the direct.

13/2, I confirmed over the phone that ORC would apply.

16/2, I received an email directly from the supervisor (who on 6/2 was going to "send a letter" to the Points Club team) confirming ORC and that "this has been noted on your FF account".

11/3, I called QF to get the ORC because, of course, they hadn't credited. The first (Australian) agent handballed to the FF team (presumably in MNL). She said she would need to speak to someone but would get back me "before the end of the day". I leave you all to decide whether or not that promised call back actually happened.

27/3, I reach the FF team in MNL. The agent explains to me that because it was a FF booking, "you don't earn status credits, only frequent flyer points". Hold. She then offered ORC for PER-MEL and MEL-CBR but not CBR-SYD because "that was a classic flight reward" (all flights were classic). I asked her how many she would credit: 48, which made no sense, but then added she'd be subtracting the 38 I had already been credited for PER-SYD as flown. I got angry and told her to leave it alone.

28/3, I phone QF again for ORC. The agent said she will email the supervisor who originally emailed me and ask that the SCs be credited. She added that agents used to have the ability to do it themselves, but that was taken away from them.

14/4, I try again. The agent puts me on hold to speak to the FF team in MNL. She returns to the call a few minutes later to say she thinks she's actually been disconnected and suggests I contact FF myself.

14/4, I try yet again. I go through the whole history. She speaks to the team in MNL but can't get them to understand what she's chasing. She commits to emailing the original supervisor who, it turns out, has been on extended sick leave. She would call me within a week with an update.

23/4, the agent I spoke with 28/3 said she's spoken with FF who said 'No problem' and the SCs would be in my account in 15 minutes. The problem: her call with FF was the day prior (a little more than 15 minutes ago). The SCs aren't in my account and she knew that would be the case. She's going to give it until 3pm today before trying again.

30/4, I receive a call from a "supervisor" in the MNL centre. He then proceeded to outline what he understood, which was of course wrong, requiring me to correct him and refrain from slamming my head into my desk. He reaches the point where he said I was owed 55 status credits. I reminded him that this was a double status credits booking. His response was to ask me how many more status credits on top of the 55 I was therefore expecting. No joke! Apparently “double” isn’t a universally understood term. He then proceeded to calculate the double status credits – sector by sector. Not 55 multiplied by 2 but each sector, one at a time, doubled. He then said he would go about crediting the status credits to my account and that he would be back in touch within the day to confirm that they were there. I asked him to confirm whether that was within 24 hours or before the end of today, to which he clearly said “today”. Before he ended the call he said, “Once again, my name is Josh-, I mean, Joseph”. Again, no joke.

It gets worse. As the afternoon progressed, my status credit balanced changed. First, 38 status credits were deducted. Then another 38 were deducted. It got to the point where I was in a worse position than when this saga began more than two months ago.

“Joseph” (or Josh or ...) did call back that day. He explained “we’re having some difficulty” crediting the status credits (although, apparently, no issue taking them out of my account). I then spent three minutes calmly explaining my belief in the astonishing level of incompetence of him and his colleagues, that I have absolutely no confidence whatsoever that the matter will be resolved. He said he understood and that “I’m definitely going to do what I can to get the 55 status credits added to your account”. At this point, I yelled at him, “IT’S NOT 55!” (it was 110, because of the double). I told him I couldn’t do it anymore and hung up on him.

2/5, I called to fix the deduction the day prior of the 76 SC I'd 'legitimately' earned from PER-SYD (38x2). I asked the agent to put them back in. He said he could see there had been a lot of adjustments but he couldn't do anything.

3/5, it's fixed. Although I'm credited with an additional 62 SCs over and above what I should have rightly earned.