QF unable to add SC's for flight QF rebooked me on!

[djmagra]

Hey Folks

Bit of a curly one here. I took QF15 BNE > LAX with an onward connection on QF3243 (AA Codeshare) to SFO. Unfortunately, due to the much delayed arrival of QF 15, I was rebooked onto another AA flight.

I have been trying to claim SC's for the LAX > SFO leg from QF, however, they are seeking boarding pass for the flight. Unfortunately, this appears to have been mislaid, however, I do have the paper ticket which was handed out by QF / AA ground staff when we were rebooked. This has been provided to QF but they don't appear to be able / willing to help. Any ideas how I could work around the lack of boarding pass even though I have this paper ticket?

 

[anat0l]

One very good reason why sometimes we need to keep BPs (paper, cardboard, plastic, whatever) or seat receipts.

I don't know if you could call AA and ask them if they can provide some sort of proof that you were on that flight as you said, as this is what QF probably want (the BP is proof (e.g. SEQ NO) that you were on the flight).

When you say QF aren't willing to help, do you mean there's been no response out of them for a while or they have told you that there is absolutely no way they'll give you points without a BP (i.e. have you told them you can't find the BP stub)? If they stubbornly insist that you need the BP, then what do they suggest you do (except perhaps suck up and move on)? I assume you've already tried the online missing points facility.

 

[medhead]

Since the QF15 delay caused you to miss your booked flight can you ask for an original routing credit? Basically to get the points for your original flight, LAX-SFO

 

[Postcode]

Since the QF15 delay caused you to miss your booked flight can you ask for an original routing credit? Basically to get the points for your original flight, LAX-SFO

I agree with the above. A similar thing happened to me and QF customer service was useless. That's the polite word. I actually found a post here on AFF with a similar problem and how it was resolved, faxed it to them and was awarded SCs and points. No apology of course.

I really wonder what sort of training customer service has and can they at least be trained to be able to locate the information they need.

 

[anat0l]

I agree with the above. A similar thing happened to me and QF customer service was useless. That's the polite word. I actually found a post here on AFF with a similar problem and how it was resolved, faxed it to them and was awarded SCs and points. No apology of course.

I really wonder what sort of training customer service has and can they at least be trained to be able to locate the information they need.

Maybe it's a QF premium thing, or standards and people are changing.

I've had some hairy itineraries before, misconnects and partner airlines involved, from NB to WP. In all cases, I've been able to get points and credits that were missing without too much difficulty and certainly without attitude (except some remarks of how "crazy" I am, but that's to be expected and good laughs have been had with some QF call staff).

Of course, you never hear from them again when you eventually get your points and credits. No news is good news, and frankly I don't know many airlines that do differently.

 

[djmagra]

Cheers for the info guys. I've been corresponding via email but may just call them today to see if I can talk some sense into whoever answers the phone.

 

[serfty]

Cheers for the info guys. I've been corresponding via email but may just call them today to see if I can talk some sense into whoever answers the phone.

They may simply tell you to fax/email again or otherwise put you off.

Simply send an email to frequent_flyer(at)qantas.com.au detailing the issue and requesting "Original Routing Credit".

Attach all supporting e-ticket receipt emails and scans of all relevant BP's/documents to the email.

 

[djmagra]

Just by way of an update, I request and Original Routing Credit and received this today, thank you for all the help guys.

 

[tuapekastar]

Of course, you never hear from them again when you eventually get your points and credits. No news is good news, and frankly I don't know many airlines that do differently.

It's only one case and maybe it's not the norm, but for my most recent points/SCs not-being-awarded-issue, once it was resolved they (QF) rang to tell me so (though for whatever reason I missed the call and heard it by voicemail). A nice touch I thought.

 

[Sprucegoose]

Since the QF15 delay caused you to miss your booked flight can you ask for an original routing credit? Basically to get the points for your original flight, LAX-SFO

And if you get points, in most cases you get SC's based on these booking classes.

Cant you show QF your points and ticket to determine the SC's?

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