QF SC and points saga from RJ flights

[JohnM]

I have encountered a bizarre response from QF in trying to claim missing SCs and points from two RJ flights that were part of a 16-sector DONE5 earlier this year.

They are stating that the benefits have been 'claimed with another loyalty program'. Repeated contact, copies of the BPs (with my QF FF number on them) and DONE5 intinerary, will not sway them. Yet they do not specify what 'other' program the benefits were allegedly credited to.

All the other flights on the itinerary credited automatically to QF. Surely logic alone would dictate that something is amiss.

Moreover, the wording of the replies from the FF Service Centre could be interpreted to imply that I am being duplicitous, which is offensive.

It was my first time flying RJ. Has anyone had problems getting RJ flights crediting to QF or had this bizarre response that the benefits have been claimed with another loyalty program?

I'm getting annoyed and my last response was for them to get it sorted, otherwise I'm going straight to the top. Where's Red Roo when you need them?

 

[Danger]

Could you maybe contact RJ by email and ask them to confirm which frequent flyer number was attached to their flights? Just simply ask them "Could you please tell me the frequent flyer number that was attached to the following flights?" Then, when they reply with Qantas, send that to them.

 

[JohnM]

Could you maybe contact RJ by email and ask them to confirm which frequent flyer number was attached to their flights? Just simply ask them "Could you please tell me the frequent flyer number that was attached to the following flights?" Then, when they reply with Qantas, send that to them.

My QF number was on the BPs. I guess I could try contacting RJ, but it seems to me that QF need to sort it, rather than blithely say it's credited elsewhere - without saying where and implying that I'm dodgy.

 

[serfty]

I suspect it is RJ who are being resistant; merely referring the claim back to Qantas stating the travel has already been credited to an account.

What Danger advises is how I would proceed.

 

[RooFlyer]

My QF number was on the BPs. I guess I could try contacting RJ, but it seems to me that QF need to sort it, rather than blithely say it's credited elsewhere - without saying where and implying that I'm dodgy.

"In theory", a pax can get their BP, then change the credited FF program at the lounge. Never done it, and not sure if the lounge then rips up the original BP but if not, and some-one else has done it, it might explain QF's intransigence.

I wonder if this is could be a scam by some-one at RJ (that is, simply changing your FF number in their system to their own)? Might want to also enquire over at Flyer Talk to get broader coverage.

 

[JohnM]

They were only fairly short flights (MAD-AMM; AMM-DOH), so not a lot to steal. The SCs are immaterial as I requal WP without them, but I want the points.

I suggested an error, or theft, at RJ seems the most likely explanation. I really think my stating that it is not of my doing means that they should take up the case with RJ on my behalf.

I'll see what my angry reaction to QF results in before attempting to contact RJ.

 

[Lisee]

I have recently experienced an identical problem resulting from RJ flights taken in June.

I had not yet summoned the energy to contact the QFF service centre... as any minor issue requiring very simple resolution by QFF... has instead proven frustrating & completely unresolved since they offshored it all...

Just letting you know as the RJ issue is evidently more widespread than they are admitting to you!

 

[JohnM]

I have recently experienced an identical problem resulting from RJ flights taken in June.

I had not yet summoned the energy to contact the QFF service centre... as any minor issue requiring very simple resolution by QFF... has instead proven frustrating & completely unresolved since they offshored it all...

Just letting you know as the RJ issue is evidently more widespread than they are admitting to you!

In my very forthright response today to their form letter, I made it clear that failure to resolve this promptly will have me contacting Lesley Grant (CEO Qantas Loyalty), whom I have met at two QF functions, directly. If that doesn't sink in it will be clear evidence that robotic people in the offshore service centres can do mundane tasks but the system breaks down when some complexity emerges. Lesley will need to know that.

Hold fire. We may have to get together for a 'class action' of sorts. I'll keep you posted here or by PM.

 

[Strategic Aviation]

Please post about QFF's response here.

I booked an RJ flight recently - hoping I won't have to join the 'class action' down the line.

 

[Lisee]

Hold fire. We may have to get together for a 'class action' of sorts. I'll keep you posted here or by PM.

Many thanks for your update JohnM

I agree with your point re. visibility to management. Having not met Lesley, I was taking a rather dim view of the QFF situation overall, so it is heartening to hear your perspective on possible engagement. I found the (defunct) Melbourne team to be efficient & effective during my multiple years as QF Platinum. I was certainly disappointed upon learning that Qantas no longer employed people in Australia for the QFF service centre; hopefully my / your experience to date with the offshore teams has been a run of very bad luck rather than systemic?!

These were also my first flights with RJ = hence I am not able to shed any light on what may have gone wrong. I can guarantee that my QFF number was in the booking, on both BPs upon boarding, etc, etc, & I most definitely did not authorise anyone to credit to another programme.

No worries I will keep an eye out for your latest info, cheers.

 

[Mattg]

This does sound more like it's a problem with Royal Jordanian.

I hope you get this sorted, JohnM and others!

 

[JohnM]

This does sound more like it's a problem with Royal Jordanian.

I hope you get this sorted, JohnM and others!

Oh, we will Mattg, we will :evil:.

 

[JohnM]

Oh, we will Mattg, we will :evil:.

It's sorted .

Lisee: I am proposing that I write back for the attention of the agent that handled my complaint, telling him (or maybe it's her):

1. That I am aware of another person having exactly the same problem as I had, after raising the matter on social media.

2. That logic clearly dictates that there is a problem in crediting RJ points and SCs to QF and that this is a clear signal that they need to draw it to the attention of senior people for rectification.

3. That I am going to provide his name to you so that you can mark for his attention your request for the benefits that were also denied to you.

If that's OK with you, please let me know and I'll PM the agent's name (and a copy of my email that got it sorted, if you'd like).

 

[Lisee]

It's sorted .

Lisee: I am proposing that I write back for the attention of the agent that handled my complaint, telling him (or maybe it's her):

1. That I am aware of another person having exactly the same problem as I had, after raising the matter on social media.

2. That logic clearly dictates that there is a problem in crediting RJ points and SCs to QF and that this is a clear signal that they need to draw it to the attention of senior people for rectification.

3. That I am going to provide his name to you so that you can mark for his attention your request for the benefits that were also denied to you.

If that's OK with you, please let me know and I'll PM the agent's name (and a copy of my email that got it sorted, if you'd like).

Yay! Great news that you achieved this fix JohnM + naturally not as great news it was such a hassle to do so!!

Yes, please proceed with the plan you outlined above. I will subsequently contact QFF service centre & indicate the matter is for attention of 'XX' agent (happy to receive name/ email via PM, ta).

I am a big fan of #2... i.e. the effort you have expended will help others avoid pain in the future!

Thanks again

 

[Strategic Aviation]

Outstanding, well done JohnM.

 

[JohnM]

Outstanding, well done JohnM.

Let me just say I got their attention - and still have it. Over to Lisee to get her entitlements...

 

[Strategic Aviation]

Flew RJ last month and nothing credited. Submitted a missing points claim and the window for that has almost elapsed.

No doubt I'll have to call.

 

[JohnM]

If they come back saying 'it has been credited to another program', like they did with me, be prepared for a massive fight. My dealing with the offshore centre was equal to dealing with chimpanzees (and that's being charitable). PM me if you need to see what I had to (very aggressively) write to get action.

 

[Strategic Aviation]

Thanks. I'm prepared for a fight and ready to invoke the ACA.

 

[JohnM]

I invoked that I would write directly to Lesley Grant (head of QF Loyalty).