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.
