Qantaslink/Alliance ADL-ASP - flight "ineligible" [Resolved]

[travelerrrrrr]

Hi,
I traveled from DRW-ASP today on a E190 flight, which is QF1958. This flight is operated by Qantaslink and Alliance. I booked this trip on Qantas website, and there are points and SCs for this flight showed on the booking site. But I didn't earn any points for todays flight. Have you guys met the same problem? And should I call 131313?
Kind Regards ./

 

[flydoc]

Interesting. Flew QF1956 yesterday, the first ADL-ASP E190 flight operated by QQ on behalf of QF. Your post prompted me to check my QFF account activity and lo and behold : zero earn. Hmmm. Time to call and get SC applied for rollover before anniversary next Monday

 

[Carrots]

Assume that's a screen grab from your activity summary showing zippo points and credits?

Given it's a new service (as in new service arrangements) there could be some teething headaches which will mean you'll either need to call them to get it fixed (or wait to see if it rectifies itself and then call if it doesn't).

 

[travelerrrrrr]

Interesting. Flew QF1956 yesterday, the first ADL-ASP E190 flight operated by QQ on behalf of QF. Your post prompted me to check my QFF account activity and lo and behold : zero earn. Hmmm. Time to call and get SC applied for rollover before anniversary next Monday

I called 131313, the guy on the phone can't help me with this. Hmmm.......

 

[Pete98765432]

I called 131313, the guy on the phone can't help me with this. Hmmm.......

Try sending an email to [email protected]

 

[travelerrrrrr]

Try sending an email to [email protected]

Sure, I will try that.

 

[flydoc]

I called 131313, the guy on the phone can't help me with this. Hmmm.......

IIRC the frequent flyer team only work “business hours” M-F.
Given the time of day now I’ll be calling them tomorrow.

 

[flydoc]

Spoke to Ann from the QFF team earlier today about this. She agreed without hesitation to do a manual credit of points and SC but proved unable to do so at the time. She promised to call me back later and did so an hour later. When she did , she said the system still wasn’t letting it happen and she would escalate it internally and to expect another call back next week.

 

[RichardMEL]

Hopefully they sort it out for you but honestly what a ridiculous fail. It's not like these flights were organised with the speed of a WA border closure.. it can take weeks/months (sometimes longer) to plan, get approvals, organise ground handling and deals with airports and all the hundred other things to organise with new flights/routes and honestly when the flights are loaded for sale you'd think it would be an automatic process to update the QFF system to properly recognise them BEFORE the first flight takes to the skies - let alone post it.

So frustratingly poor from a consumer point of view through no fault of their own. How many flew the flight(s) and have not noticed the omission?

This stuff should be 101 for the airlines yet....

 

[aus_flyer]

Spoke to Ann from the QFF team earlier today about this. She agreed without hesitation to do a manual credit of points and SC but proved unable to do so at the time. She promised to call me back later and did so an hour later. When she did , she said the system still wasn’t letting it happen and she would escalate it internally and to expect another call back next week.

I'm not surprised. I'm finding the QFF call centre to be worse than ever.

 

[jakeseven7]

Has anyone sent a direct mail into customer feedback yet?

 

[BNEFlyer]

It's a QF flight so even though it's operated by QQ that has no bearing on earning points/SC's.

My experience with QF points/SC's are they take about two days to post, so it's not unusual for them to not be there the same day of the flight.

 

[jakeseven7]

It's a QF flight so even though it's operated by QQ that has no bearing on earning points/SC's.

My experience with QF points/SC's are they take about two days to post, so it's not unusual for them to not be there the same day of the flight.

My QF points usually post while I'm in the air on the flight! So yes its very unusual for them not to be quick (for me anyway).

 

[dylarr]

It's a QF flight so even though it's operated by QQ that has no bearing on earning points/SC's.

My experience with QF points/SC's are they take about two days to post, so it's not unusual for them to not be there the same day of the flight.

The problem here is they did post already but as an "ineligible flight" so they haven't been configured in the system to credit correctly. This is something QF needs to fix.

 

[travelerrrrrr]

Update: I received an email from qantas. It says Name or Flight number does not match. Maybe this flight is still not in the system. I booked the business fare, there are nearly 3000pts and 60SCs for this flight. I will try again on Monday.

 

[Palyadoc]

I fly regularly between ADL and ASP and have done for almost 5 years now. Just recently, the once daily 737 service has been replaced by a new Qantaslink/Alliance airways EMB 190 which flies ADL-ASP twice daily. I bought my tickets on the QF website and paid the usual flex fare (around $550). It was advertised as 30SC for this fare bracket (which it always has been). In fact I bought this ticket during the March DSC offer so I was expecting 60SC. I also upgraded to business with points as this was my first time on the EMB190 and the experience was ok. However, on my statement subsequently I was disappointed to see this



So no SCs awarded and not even QF points! Given the situation in Vic I decided not to phone QF as its not that urgent but have sent an email. Just wondered if anyone else had experienced this or is it likely a system glitch? I am really hoping for the latter as I bought a whole series of these flights over the coming months during the DSC offer and I feel I have been diddled!

 

[defurax]

Same issue has been reported in other threads, including ADL-DRW. It seems QF has forgotten to enter these flights in their system.

 

[Palyadoc]

Same issue has been reported in other threads, including ADL-DRW. It seems QF has forgotten to enter these flights in their system.

Ah ok thanks. I did do a quick wee search but obviously not well enough! I will sit tight for now then and hope QF sort it out. Apols for the cross post.

 

[jakeseven7]

Ah ok thanks. I did do a quick wee search but obviously not well enough! I will sit tight for now then and hope QF sort it out. Apols for the cross post.

I’m sure they will, still annoying if you need the points urgently I guess! Given call volumes will be through the roof, perhaps send an email?

 

[AFF Editor]

I've been in touch with Qantas about this issue. Qantas has confirmed that these E190 flights are eligible to earn points/status credits and says that the issue should now be fixed.

I'm told Qantas is manually and retroactively processing the points/status credits for flights last week which incorrectly posted as being ineligible for earn. So if you didn't receive your points last week, you might want to check again.

See article for more details:

Qantas Points & Status Credits Missing for New E190 Flights

Last week, Qantas launched Embraer E190 flights for the first time. Operated by Alliance Airlines on behalf of QantasLink, the E190s will be initially

www.australianfrequentflyer.com.au