Qantas Original Routing Credit due to Involuntary Rerouting

[Hampton Mike]

Request & documentation submitted to QF on 5 July - points and SCs credited on 10 Jujy.

Thx for your help.

 

[BrettV]

Applied for ORC for a trip a few weeks ago following the advice in @Mattg 's article. Sent email on 13th September and points/SCs landed less than 24 hours later. Included BPs for the flights taken and the original itinerary.

 

[elanshin]

Applied for ORC for a trip a few weeks ago following the advice in @Mattg 's article. Sent email on 13th September and points/SCs landed less than 24 hours later. Included BPs for the flights taken and the original itinerary.

Nice. I suspect how complex the result needs to be also determines how fast it gets processed. If its quite cookie cutter they can do it relatively quickly.

My last ORC took multiple calls emails and almost 2 months to sort out until i hit an agent that basically said "let me see". Holds for 5 minutes "Ok i can process it all for you while you're on the phone".

I've just put in another ORC as I another flight cancellation and change, but hopefully this time it'll be easier to process as it was cancelled the night before and I accepted a change instead of being cancelled at the airport and having to work out with the service desk an alternative.

Incidentally i had SYD > CBR > MEL (DSC J reward flights) cancelled on the SYD > CBR leg twice. I actually wanted to check out the E190s

 

[Seat0B]

L

Applied for ORC for a trip a few weeks ago following the advice in @Mattg 's article. Sent email on 13th September and points/SCs landed less than 24 hours later. Included BPs for the flights taken and the original itinerary.

Lucky you!

I‘m still waiting for mine since March and have made 3 follow up emails. So not happy.

 

[elanshin]

I‘m still waiting for mine since March and have made 3 follow up emails. So not happy.

I'd give them a ring if you have some spare time. Things get moving after a call or 2.

 

[Seat0B]

I'd give them a ring if you have some spare time. Things get moving after a call or 2.

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.

 

[ausfox]

I have claimed for ORC fir a trip from Auckland to Melbourne. I have a reference number confirming my claim from Qantas. When I look into my account there is no reference to this claim.
Do I start a new claim or can someone suggest a link that I can use to shortcut the process. Thanks in advance.

 

[_TheTraveller_]

How did you get this reference number? Besides PNRs I'm don't believe any reference number sits within your QF account.

Normally you send an email and ORC gets sorted.

 

[ausfox]

The reference number came with the original confirmation of application email.
Mrsausfox had her completed a number of weeks ago.

 

[_TheTraveller_]

So to confirm, a few weeks ago an email was sent the Frequent Flyer Team requesting ORC and a reference number was given. Since then you haven't heard anything back.

If so how many weeks have it been? Normally ORC request gets actioned once the original request has been replied to by QFF. If it's been more than 3-4 weeks then I would send another email requesting ORC again indicating you've previously emailed them with the ref#. I would also recommend using the following format in the link below to make their lives a bit easier.

Qantas double status credits OR double points offer [book 23-28 March 2023]

Yep, all my DSCs have been coming through within 48 hours too. I have a feeling Qantas needs to manually credit DSCs for my original routing, but call centre staff insist “your DSCs will come through in 8 weeks” After a few calls with different agents, this is my best guess to what will happen...

www.australianfrequentflyer.com.au

 

[Himeno]

I've only had need to ask for an ORC once. I just sent off an email to the frequent flyer address with the details of what happened and it was all sorted out. I've had more problems asking for missing flights to be posted.

The other times I've been rerouted for some reason, I've gotten the same or more points/SC from the new route then I would have from the booked flights, so didn't bother asking.

 

[ausfox]

I missed out on 40 SCs

 

[elanshin]

The reference number is for customer support. When you call them or contact them again for this case that's the reference you quote. It won't link to your QFF in any way.

In terms of actual ORC process, it'll just take a bit of time. Assuming everything is sent in (and they'll ask you for more if needed), it'll fix itself later and you'll have it posted to your account.

If you haven't seen any activity after a month just send an update email or call them. Usually it shouldn't take that long UNLESS you have some convoluted stuff happening as well like downgrades or being rebooked by the service desk at the airport which can sometimes mess with their systems.

For reference, I put in a request 2 days after my flight 2.5 weeks ago. I opened my app yesterday and saw all the ORC rolling in. This is markedly different from my June flight which had downgrades and route changing. That ORC took 10 weeks and multiple calls to get sorted.

 

[_TheTraveller_]

The reference number is for customer support. When you call them or contact them again for this case that's the reference you quote. It won't link to your QFF in any way.

In terms of actual ORC process, it'll just take a bit of time. Assuming everything is sent in (and they'll ask you for more if needed), it'll fix itself later and you'll have it posted to your account.

If you haven't seen any activity after a month just send an update email or call them. Usually it shouldn't take that long UNLESS you have some convoluted stuff happening as well like downgrades or being rebooked by the service desk at the airport which can sometimes mess with their systems.

For reference, I put in a request 2 days after my flight 2.5 weeks ago. I opened my app yesterday and saw all the ORC rolling in. This is markedly different from my June flight which had downgrades and route changing. That ORC took 10 weeks and multiple calls to get sorted.

And to add to that, having it in a quick and readable format is very helpful for the CSRs. Most of my ORCs have taken no more than a week to process. Although I'm not sure if that's due to being WP.

Just to clarify, it won't appear on your QFF Account but I would be surprised if it wasn't linked to your QFF profile via their CRM.

 

[ausfox]

This flight was last November. This is the second request. Where is the link to or number to follow this as there is no information on the confirmation letter.
I have just completed 30 minutes across two calls to the premium help desk in some far off land and have been flicked sideways with a we will call you back. No improvement yet in the service.

Post automatically merged: Sep 26, 2023

I have given booking date, original flights and the flight undertaken.
It worked for my wife's request, what is wrong with mine?
We too are Platinum members.

 

[_TheTraveller_]

This flight was last November. This is the second request. Where is the link to or number to follow this as there is no information on the confirmation letter.
I have just completed 30 minutes across two calls to the premium help desk in some far off land and have been flicked sideways with a we will call you back. No improvement yet in the service.

Post automatically merged: Sep 26, 2023

I have given booking date, original flights and the flight undertaken.
It worked for my wife's request, what is wrong with mine?
We too are Platinum members.

I would be surprised if those premium help desks were based in HBA or NZ.

Qantas double status credits OR double points offer [book 23-28 March 2023]

Yep, all my DSCs have been coming through within 48 hours too. I have a feeling Qantas needs to manually credit DSCs for my original routing, but call centre staff insist “your DSCs will come through in 8 weeks” After a few calls with different agents, this is my best guess to what will happen...

www.australianfrequentflyer.com.au

Follow the link above and follow the instructions. Highlight to them that this is the 2nd time that you've requested this. I would avoid contacting QF CSR as they're not equipped nor trained to handle such complex enquiries.

 

[SYD]

I lodged an ORC the other day due to an mis connect flying AS (they rebooked us on DL). Emailed eTicket, original and replacement BPs and went to bed (Nth America time). Woke up next day to 40 SCs and points in my account. Basically processed same day Oz time.

 

[DC3]

Where is the link to or number to follow …
I have just completed 30 minutes across two calls to the premium help desk in some far off land … I have given booking date, original flights and the flight undertaken.

Forget making phone calls.

I would just flick QFF an email every week until resolved:

[email protected]

 

[Danger]

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

 

[Seat0B]

Still no response to my original routing credit request relating to an involuntary downgrade on a flight home from Sydney after an international flight in February. Claim put in on 3 March. Additional details sent to QF on 4 April (which was clearly a delaying tactic on their part as they already had all the information they requested). Several follow ups. Still no action. So now I am going to move to weekly email, and escalate that to daily until it gets solved.

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...