QFF Points Claim Phone Call?

[Harpoon]

Got a phone call from "Dave" at QFF to let me know my claim for missing points has been processed and i can now check online to see this is the case. There was no problem with it, he was just letting me know.

Is this a new level of service? They've never called me before, and to be honest I found it quite unnecessary. Though of course it's appreciated at the same time.

Has this always happened or is it a new thing? Or....?

And it's not as if I'm a CL member or anything, just a lowly silver. i just found it a bit odd.

 

[serfty]

As a WP it happens about ¾ the time.

2 recent episodes:

• I was missing some AA segments in June - faxed a request in July and the segments simply appeared a few days later with no other communication.
• Two later segments from the same travel did not appear so I e-mailed a request with scan's of the BP's. I received a 'phone call that afternoon advising me the claim was being checked with American Ailines. - The segments appeared about two days later.

Back in the 90's as a top level Gold with QFF, my Faxed requests used to almost always get a reply fax along with the occasional 'phone call.

 

[Mal]

I got called last time I had a missing points claim.

Had put in an online points claim for flights that didn't post. Was automatically rejected for both legs of my flight.

Wrote a letter, attached boarding passes, E-Ticket receipt etc and requested that it get credited.

Less than a week later, I got a phonecall from an apologetic Qantas staffer, who basically told me she had no idea why it was rejected, could replicate the rejection, but couldn't easily fix it. She somehow managed to over-ride they system and manually post the adjustment. She was pretty baffled why it occured (I suspect the check-in staff entered my FF details (carrier/number) incorrectly and it was being denied due to non-matching details) So it was a nice call, but unnecessary really IMHO. Most times I prefer an email or written response to my queries to save both my time and the staffer's time...

The other recent time, the missing points turned up less than 24 hours after putting the claim in and there was no feedback.

In other "Qantas contact" news, Still waiting for Qantas IT feedback over a potential minor security issue on the FF website. They seem to have fixed the issue, but still no comms back to me thanking me or letting me know it's been fixed! Oh, and no feedback to my complaint that Qantas offered cheap A380 tickets to everyone else but not Australians...

 

[serfty]

I should mention the claims I referred to in my prevoius post here were all for AA flights - I was surprised there no online claim available for such.

 

[taswegian77]

well done to receive a call. I have only ever had to put in 3 missing claims on-line and was happy they all got processed within 3 days of my posting. just a warning that JQ flights have been known to take some time to post.

 

[docjames]

So weird that you can claim online for basically every other partner and not AA

https://www.qantas.com.au/fflyer/do/dyns/auth/claimpoints/prepop

 

[bambbbam2]

My points for a cancelled flight never posted, and my claim for the replacement flight they put me on was rejected, so I rang the service centre and the helpfull people just posted them manually on the spot.

Otherwise have no complaints re points posting.. except to say KEEP THE BOARDING PASS!!

 

[serfty]

... Otherwise have no complaints re points posting.. except to say KEEP THE BOARDING PASS!!

... or an Image/copy thereof.

 

[Ms Lucy]

I should mention the claims I referred to in my prevoius post here were all for AA flights - I was surprised there no online claim available for such.

Currently you can claim some QFF partner airline flights on-line but not all. I gather it's something to do with the different airlines' flight records / booking systems not being compatable.

 

[pauly7]

well done to receive a call. I have only ever had to put in 3 missing claims on-line and was happy they all got processed within 3 days of my posting. just a warning that JQ flights have been known to take some time to post.

JQ Domestic or Int? My JQ domestic claim only took 2 days.