Qantas Original Routing Credit due to Involuntary Rerouting

[elanshin]

Yes I know I could call them, but I actually just want to see how long it takes them using the standard email process. I really should not have to waste time calling them. Talk about totally cough customer service. First they down grade you, then they ignore legitimate requests for SC, related DSC and a refund.

So far, it is 7 months...

I think its because of the downgrade. The first 2 call agents didn't have authority to process due to the downgrade involved in mine. They could see the downgrades, ORC, details but had to escalate.

When i did another ORC (same route, similar problem) but this time i accepted online and no downgrade, email was processed within a week.

 

[SYD]

There's an existing thread on this topic and no need to start a new one.

Australian Frequent Flyer

Tips, Tricks & Chat for the Australian Frequent Flyer

www.australianfrequentflyer.com.au

There’s actually another much older thread on “How To” that I meant to mention earlier but now can’t find….but was the basis of my lightening fast claim.

 

[ausfox]

Despite my going around in circles I have been creditted with my missed credits/points. The nice bit is that now I am QFF LTG.

 

[Seat0B]

So I got a response to my latest email - that totally did not address my request for ORC and instead virtually scolded me that the points and SC for my flight were already showing in my FF account so there is no further action.

I responded with a repeat of my original request, with all doco attached. I have now received 4, yes 4, automated acknowledgment emails and 2 different case numbers. OMG it’s actually hilarious. Cannot wait for their next move.

 

[Seat0B]

so here is today's total heap of nonsense in response to my request for ORC and associated DSC and FF points.

"Dear Seat 0B

Thank you for contacting Qantas Frequent Flyer Service Centre.

This is with regards to the Double Status Credit that your claiming. I do apologize we cannot credit it on your account , upon checking PNR: xx_xx_ was booked 26 March 2022.

The promotion we have is register here to enjoy double Status Credits on eligible Qantas flights booked between 23 March and 28 March 2023 for travel between 29 March 2023 and 28 February 2024.

Kind regards,

Khristyl"

Totally missing the point that the booking was made under 2022's DSC offer not 2023's offer, and that I have in fact already been credited with DSCs for all 4 flights, 3 of which were correct, and 1 of which was not because of the involuntary down grade and re-routing. I am just astounded at their level of uncooperative ignorance. About to send them a scorching reply.

 

[Seat0B]

Let's see what this shakes out of QF by way of further delaying tactic....

"Dear Khristyl
That is not correct. I am eligible under last year’s (2022) double status credit offer, with my ticket booked in the 2022 booking window for travel within the 2022-2023 travel period. I have already been correctly credited with the Double Status credits for 3 of the 4 flights I took under that promotion, as per attached. “QF DSC 2023.png” shows a screen shot of my FF Activity account showing that I received correct double status credits for 3 of my flights and the incorrect 10 DSC for discount economy flight on 22 Feb. “QF flights Jan-Feb23” shows the flights that I took.

The problem is that QANTAS changed my flight taken on 22 Feb 2023. I had booked MEL-CBR business class for which I should have received 40 SC + 40 DSC, and 2000 FF points. Instead QF changed my flight to SYD-CBR and put it as discount economy and gave me 10 SC + 10 DSC and 800 FF points. This change was involuntary on my part. What I want to happen is for me to be given the original routing credits ie a total of 80SC and the 2000 FF points I was entitled to because of this involuntary change. Additionally I want a refund as I am sure that a discount economy ticket SYD-CBR is much cheaper than a business ticket MEL-CBR.

Honestly, if you cannot sort this out, please escalate it. I am totally losing patience with this complete run around. It started when QF unilaterally changed my booked flights and this is now over 7 months hassling to get my correct original routing credits and FF points. I actually now think I should be given some additional points/SC at this stage as compensation for how tiresome, tardy and impossible it has been to deal with QF. I await the next response…..

 

[Port Power]

Let's see what this shakes out of QF by way of further delaying tactic....

"Dear Khristyl
That is not correct. I am eligible under last year’s (2022) double status credit offer, with my ticket booked in the 2022 booking window for travel within the 2022-2023 travel period. I have already been correctly credited with the Double Status credits for 3 of the 4 flights I took under that promotion, as per attached. “QF DSC 2023.png” shows a screen shot of my FF Activity account showing that I received correct double status credits for 3 of my flights and the incorrect 10 DSC for discount economy flight on 22 Feb. “QF flights Jan-Feb23” shows the flights that I took.

The problem is that QANTAS changed my flight taken on 22 Feb 2023. I had booked MEL-CBR business class for which I should have received 40 SC + 40 DSC, and 2000 FF points. Instead QF changed my flight to SYD-CBR and put it as discount economy and gave me 10 SC + 10 DSC and 800 FF points. This change was involuntary on my part. What I want to happen is for me to be given the original routing credits ie a total of 80SC and the 2000 FF points I was entitled to because of this involuntary change. Additionally I want a refund as I am sure that a discount economy ticket SYD-CBR is much cheaper than a business ticket MEL-CBR.

Honestly, if you cannot sort this out, please escalate it. I am totally losing patience with this complete run around. It started when QF unilaterally changed my booked flights and this is now over 7 months hassling to get my correct original routing credits and FF points. I actually now think I should be given some additional points/SC at this stage as compensation for how tiresome, tardy and impossible it has been to deal with QF. I await the next response…..

I might have to use your letter for the SCs I have not received because of QFF not renewing my PC+ until six months after the anniversary date. Exactly the same type of response! I am going to copy and edit your email.

This is such a waste of time and energy, and just too, too frustrating! Good luck.

 

[sudoer]

Data point from recent ORC + DSC request - sent the exact same email from both my and my wife's email accounts to [email protected] on the weekend.

Email sent at 7:20am

Hello Qantas Frequent Flyer team,

My QFF number is xx_XX

I would like to request Original Routing Credit for an involuntary change made to PNR xx_XX, which I flew on Saturday 30 September 2023.

The original e-ticket is attached to this email. When checking in at the Qantas Sydney Business Lounge, I was asked to move to the direct QFxx_ SYD-HBA flight, as QFxx_ SYD-MEL was oversold due to an equipment downgauge. I accepted this change, and have attached a copy of my boarding pass as flown.

As a Points Club member, I would have received 18 status credits for SYD-MEL and 18 status credits for MEL-HBA.

In addition, this booking was made during the Double Status Credits promotion in March 2023. I have attached a copy of my registration confirmation. I would have received 18 bonus status credits per booked flight.

Can you please process the original routing credit along with the bonus status credits? Please let me know if you require any further documentation.

Kind regards,

Response received at 9:08am

Thank you for contacting Qantas Frequent Flyer Service Centre.

We can confirm that your Status Credits, along with the bonus, for the flight below had already been successfully credited to your account:

QFxx_ 30SEP SYDMEL

QFxx_ 30SEP MELHBA

You can view your recent account activity by visiting qantas.com/youractivity where you can also print your activity statement.

Keep it succinct, get results.

 

[_TheTraveller_]

Let's see what this shakes out of QF by way of further delaying tactic....

"Dear Khristyl
That is not correct. I am eligible under last year’s (2022) double status credit offer, with my ticket booked in the 2022 booking window for travel within the 2022-2023 travel period. I have already been correctly credited with the Double Status credits for 3 of the 4 flights I took under that promotion, as per attached. “QF DSC 2023.png” shows a screen shot of my FF Activity account showing that I received correct double status credits for 3 of my flights and the incorrect 10 DSC for discount economy flight on 22 Feb. “QF flights Jan-Feb23” shows the flights that I took.

The problem is that QANTAS changed my flight taken on 22 Feb 2023. I had booked MEL-CBR business class for which I should have received 40 SC + 40 DSC, and 2000 FF points. Instead QF changed my flight to SYD-CBR and put it as discount economy and gave me 10 SC + 10 DSC and 800 FF points. This change was involuntary on my part. What I want to happen is for me to be given the original routing credits ie a total of 80SC and the 2000 FF points I was entitled to because of this involuntary change. Additionally I want a refund as I am sure that a discount economy ticket SYD-CBR is much cheaper than a business ticket MEL-CBR.

Honestly, if you cannot sort this out, please escalate it. I am totally losing patience with this complete run around. It started when QF unilaterally changed my booked flights and this is now over 7 months hassling to get my correct original routing credits and FF points. I actually now think I should be given some additional points/SC at this stage as compensation for how tiresome, tardy and impossible it has been to deal with QF. I await the next response…..

Fairly shocking. I do wonder if you're better of just sending something from scratch rather than going back and froth based on old SR numbers. Perhaps that might be confusing them more. By the sounds of it, it also sounds like you're dealing with an offshore team rather than someone located in Oz.

Are the teams that handle ORCs located in Aus? Perhaps you keep getting staff that either don't know what ORC is or can't be bothered to deal with it.

 

[Seat0B]

I might have to use your letter for the SCs I have not received because of QFF not renewing my PC+ until six months after the anniversary date. Exactly the same type of response! I am going to copy and edit your email.

This is such a waste of time and energy, and just too, too frustrating! Good luck.

Feel free! I agree with you totally, it is beyond a joke.

 

[Seat0B]

Data point from recent ORC + DSC request - sent the exact same email from both my and my wife's email accounts to [email protected] on the weekend.

Email sent at 7:20am



Response received at 9:08am



Keep it succinct, get results.

That is pretty much what my first email back in March said. And it was short and used dot points. They came back in April wanting boarding passes which was just a time waster as they already had the flights showing in my FF activity - they KNEW I took the flights. But I sent the BP anyway. Then crickets for several months. Three follow ups referring to original request. A resubmit of then original request including doco and this is the response. They are not covering themselves in glory.

 

[SYD]

SYD+1 and I had success the other day seeking ORC for flights reticketed months in advance. Originally booked direct with QF YUL-ORD-LAX-SYD in J, all QF codes (AA metal). A few months after, advised that YUL-ORD was whY only. Rather than taking what probably would have been a piddling fare difference refund, we were able to rebook online. The best available option was AA YUL-DFW QF DFW-SYD. Which we flew.

The upside was a more direct route but meant lower SCs overall, less QF earned SCs towards Status Bonus and QBR earn.

Lodged an ORC and processed 24 hrs later. So pretty happy although QBR is still only showing flight actually flown.

Does anyone know if this works for QBR also?

 

[Seat0B]

Thanks it’s probably time to do that. I’ve been a bit distracted the last few months but now find myself with a bit of time on my hands.

Finally, after 8 months, 9 separate emails and sending all my documentation twice, the missing SC, DSC and QF points have been added to my account. Now all that remains to be sorted out is the fare refund for the change from MEL-CBR in J to SYD-CBR in discount Y! Hope that does not take a further 8 months.

 

[Mekanikel]

About to claim for ORC. Usually spend my double status credits run DRW-BNE-SYD, however got bumped to direct SYD. The original counted as two segments as well, can I claim the extra segment they took off me?

 

[Mekanikel]

As well as the ORC, has anyone claimed the missing segment? DRW-BNE-SYD changed to direct DRW-SYD, only credited one segment.

 

[Port Power]

As well as the ORC, has anyone claimed the missing segment? DRW-BNE-SYD changed to direct DRW-SYD, only credited one segment.

That’s what ORC means: claiming status credits for the missing segment. You may then have your initially credited SC adjusted.

 

[Mekanikel]

That’s what ORC means: claiming status credits for the missing segment. You may then have your initially credited SC adjusted.

I know that. What I mean is that you are required to fly four segments on Qantas flights in one year to retain. I was booked on two, dropped to one.

 

[Lynda2475]

I know that. What I mean is that you are required to fly four segments on Qantas flights in one year to retain. I was booked on two, dropped to one.

Generally what happens is that they refund the Points and SC received for the flight flown, then add back in the originally booked flights (points & SCs), so I would expect in doing so you would get the 2 segments.

 

[Mekanikel]

Generally what happens is that they refund the Points and SC received for the flight flown, then add back in the originally booked flights (points & SCs), so I would expect in doing so you would get the 2 segments.

Just wondering if anyone has experienced that, and is it something you would specifically ask for in the ORC request.

 

[SYD]

About to claim for ORC. Usually spend my double status credits run DRW-BNE-SYD, however got bumped to direct SYD. The original counted as two segments as well, can I claim the extra segment they took off me?

Yes, it should post automatically with the original flights/sectors.