Resolved: Double the Qantas Points you earn on the ground (up to 15,000 bonus points)

[serfty]

My timeline so far:

• 24th August - Crediting for promotion - approx 12K point less than expected. Decided to wait 30 days.
• 23rd September - My Initial Query
• 25th September - Reply from Qantas Loyalty asking for e-tickets
• 25th September - My response regarding the promotion and how e-tickets are not relevant.
• 6th October - Reply from Qantas Loyalty asking for my promotion registration information.
• 6th October - My reply including Promotion registration email and T&C's.
• 17th October - Reply from Qantas Loyalty indicating the points have already posted.
• 17th October - My Reply - no they haven't - there's a shortfall of 12K+ - detail supplied.

...

No I'm not waiting until Monday.

Shortly after posting that, I received another reply a form letter:

...
Dear <serfty>,
...
The points for the double points transactions you've submitted to us have been credited to your
account. And I've reviewed the number of Qantas points and Status Credits earned for the
travels in question and can confirm that they've been calculated correctly. The number of
Qantas Points and Status Credits you earn varies depending on the airline,membership
tier, how far you fly and the fare you choose. ...

So I called and after a short hold, nicely spoke to a sympathetic agent ... they would have a response for me within three business days. ...

---

Timeline Continuation:

• 19th October - Form Letter
• 19th October 'phone Conversation "reply within three business days"
• 20th November - Another attempt, referencing all previous SR's and with a new one being generated.
• 21st November - Reply "we're unable to investigate your claim for Double Qantas Points as we have not received any supporting document" - Bulldust!
• 21st November - Submit complaint with Airline Customer Advocate, reference number received.
• 1st December - Call from Qantas "Executive Relations" in Sydney - case to be referred to "Loyalty", 'phone contact provided.
• 4th December - Email from ACA, referring Qantas call/email from Sydney and to get back within 7 days if no further reply.
• 11th December - Called Sydney 'phone number - Qantas contact was going to chase up Loyalty; missed a 6pm call from Qantas Contact, voice message left saying to call next day.
• 12th December (Early Afternoon) - Called Qantas contactand left message to call back. Later an email from ACA enquiring as to status, emailed back status along with info re waiting for call.
• 12th December (Late afternoon) - Call from Qantas Contact, Loyalty had agreed to credit about 85% of claim - apparently due to 13th June Cutoff and discounting further credit. On checking my QFF account those points were there!
• I explained/referred to T&C which indicated both 13th June and 13th July in different ways.
• Finally, I was advised the remaining points would be credited.
• 13th December - Remaining points were there this morning! After some further email interaction with ACA, online the case is now showing as "Close" [sic].

Happy Dance!

In case anyone else needs it, attached is a text copy of the T&C's of the promotion - I don't have a screen shot.

In itself the promotion points (incorrect as they were) credited on 24th August indicate I had registered for the promotion properly.