Slow posting of QFF points and SCs after a JQ flight

[Wanderlust_tim]

I get better recognition and treatment on EK as a QF gold than I do on QF and JQ.

Couldn't agree more. Pity i don't fly them as much anymore.

 

[snoopy79]

Couldn't agree more. Pity i don't fly them as much anymore.

Agree 100% on the credits posting thing, I've just put in the manual claim for some trips a few weeks ago, and as has been my experience in the past, not expecting to see those for a few weeks, luckily I'm not relying on them for re-qualifying for WP.

In terms of on-board service, I was pleasantly surprised recently, both ways to / from Singapore on JQ business as a QF WP. In the cabin, I got a personal greeting from the cabin manager, and asked if there was anything I needed, meal orders taken first and also served first, despite not being in row 1.

Was an interesting contrast, as I took a domestic QF flight the day before and got a similar personal greeting during meal service, and almost had to dodge the "snack" being thrown at my head on the way home!

The issue here is consistency, its an absolute lucky dip as to how you're treated across the group, whereas I'd agree that whenever I fly EK as a QF WP I always get a consistent level of service and made to feel welcome.

 

[AFF Editor]

Thanks for the article.

I am hoping Qantas read your stories, but whether they do anything remains to be seen.

Can you do an article on long wait times.

I did contact Qantas when preparing the article. As it says in the article, they are (apparently) working on a solution now.

The long call centre wait times have been covered extensively in the past (e.g. Qantas Call Centre Frustration | Australian Frequent Flyer). Sadly this hasn't yet been fixed, but I'm sure Qantas is already aware of this problem as it's been an issue for over 2 years now. You can bet that if Qantas wanted to fix that, they already would have.

 

[justinbrett]

Yes, it is one of those problems that makes very little sense. They are aware of the problem, but seem unable to get a tech expert in to fix it immediately. Personally, I can't see how something so simple becomes so complex. After all, Qantas owns Jetstar.

What I don't understand is, the points will credit without intervention. I have found making an automatic points claim has no effect (if you call and get the staff involved with BPs etc that's a different story), they'll credit within 6-8 weeks. I fly JQ a lot living in NTL and I've made a spreadsheet with my flights to ensure they credit, along within expected dates (using 6-8 weeks). It's always bang on - to the point that two flights three days apart will credit approx. 3 days apart. It's not like the system is not working, or the flights are crediting in bulk lots - it's just delayed.

So the number of PAX awarded points is fairly constant - is it a case that they are being done manually and they are 6-8 weeks behind? If so, hire some temps, clear the backlog and get back to it. Unlikely though.

My cynic side wonders whether there's some kind of financial benefit - assuming some cash must go from Jetstar to Qantas to pay for the points - do they get interest in that time?

It's frustrating as hell, I hope it's sorted out soon. I learnt a valuable lesson to always save my mobile boarding passes to my wallet so I can use them later (the SMS links expire).

 

[justinbrett]

In terms of on-board service, I was pleasantly surprised recently, both ways to / from Singapore on JQ business as a QF WP. In the cabin, I got a personal greeting from the cabin manager, and asked if there was anything I needed, meal orders taken first and also served first, despite not being in row 1.

Was an interesting contrast, as I took a domestic QF flight the day before and got a similar personal greeting during meal service, and almost had to dodge the "snack" being thrown at my head on the way home!

It's pretty unfair to compare INT with DOM regardless of the airline. You also don't say if you were flying Y or J on QF DOM, still unfair if it's J but if it was Y then you're comparing apples with watermelons. And if the QF J staff are throwing food at you I'd suggest you got a bad crew

 

[sudoer]

My cynic side wonders whether there's some kind of financial benefit - assuming some cash must go from Jetstar to Qantas to pay for the points - do they get interest in that time?

There's no other logical reason given a QF codeshare on JQ metal arrives within days, as someone mentioned earlier in the thread.

Sounds like a pure business decision by JQ management.

 

[justinbrett]

There's no other logical reason given a QF codeshare on JQ metal arrives within days, as someone mentioned earlier in the thread.

That was me - yes.

I assume JQ must send boarding messages to the marketing carrier (QF) - which is a different process to crediting points for those on JQ tickets. Sounds like the latter process is broken, not the former.

 

[snoopy79]

It's pretty unfair to compare INT with DOM regardless of the airline. You also don't say if you were flying Y or J on QF DOM, still unfair if it's J but if it was Y then you're comparing apples with watermelons. And if the QF J

It's pretty unfair to compare INT with DOM regardless of the airline. You also don't say if you were flying Y or J on QF DOM, still unfair if it's J but if it was Y then you're comparing apples with watermelons. And if the QF J staff are throwing food at you I'd suggest you got a bad crew

Glad you picked up my tongue in cheek comment as I've seen a few on here taken literally! In terms of the comparison, agree its not a fair one, and wasn't intending to make it as JQ INTL J vs QF DOM Y. I have flown JQ business a few times now and its been a pleasant surprise each time (albeit my expectations have not been high).
More a point about consistency in service on QF in response to the previous post talking about their experience on EK vs QF, in the case above, my QF DOM flights were in Y and both very lightly loaded. Contrast in service was marked, which seemed not to make any sense, as it wasn't like one flight was a packed MEL-SYD flight in peak hour and the other not. I've also experienced marked contrast in service on QF INTL J and Y dependent on sector and crew, whereas I've found the level of service more consistent on EK when I've flown them on a QF ticket.
Also conscious of the fact my sample size of EK and JQ flights vs QF is much smaller, and I'm not that precious most of the time, just happened to notice it more the last time and it led me to think about it.

 

[justinbrett]

Glad you picked up my tongue in cheek comment as I've seen a few on here taken literally! In terms of the comparison, agree its not a fair one, and wasn't intending to make it as JQ INTL J vs QF DOM Y. I have flown JQ business a few times now and its been a pleasant surprise each time (albeit my expectations have not been high).
More a point about consistency in service on QF in response to the previous post talking about their experience on EK vs QF, in the case above, my QF DOM flights were in Y and both very lightly loaded. Contrast in service was marked, which seemed not to make any sense, as it wasn't like one flight was a packed MEL-SYD flight in peak hour and the other not. I've also experienced marked contrast in service on QF INTL J and Y dependent on sector and crew, whereas I've found the level of service more consistent on EK when I've flown them on a QF ticket.
Also conscious of the fact my sample size of EK and JQ flights vs QF is much smaller, and I'm not that precious most of the time, just happened to notice it more the last time and it led me to think about it.

Living in NTL I’m often flying JQ DOM (also QLink when I can) and QF INT.

Not withstanding that some JQ crews are good (we have a crew base in NTL and the NTL crew are usually pretty good - and they always make sure the pax know they are “Newcastle based”) but i cant fairly say that QF service isn’t leaps and bounds ahead of JQ, because it is, and should be as a full service airline. I’ve never flown JQ INT. I’ve flown EK once and thought the were pretty ordinary, but again, small sample size.

 

[Cool Cat Phil]

Living in NTL I’m often flying JQ DOM (also QLink when I can) and QF INT.

Not withstanding that some JQ crews are good (we have a crew base in NTL and the NTL crew are usually pretty good - and they always make sure the pax know they are “Newcastle based”) but i cant fairly say that QF service isn’t leaps and bounds ahead of JQ, because it is, and should be as a full service airline. I’ve never flown JQ INT. I’ve flown EK once and thought the were pretty ordinary, but again, small sample size.

Slightly Off topic for this thread but hear goes.

I live in MEL and travel to NTL at least a dozen times per year and travel JQ, as their is no other viable options. The once per day ,VA service schedule - which is in the middle of the day,. is a terrible waste of a day for me.

I agree, my observations of the JQ crew based in Newcastle are by and large fairly bubbly , and love making the fact known they are " Newcastle Based" on the PA , and the pilots also frequently talk up the landing views coming into NTL , particularly on the AM departures ex MEL.

 

[cvmceg]

over 8 weeks this time.
I was going to call today!! must have read my mind

 

[hm520]

Flight from 7th September credited today 25th October.

I submitted the missing points claim at 14/7 post flight. Fits with the ~6 weeks rule

 

[jsf]

01/09 JQ flight. Emailed them after 2 weeks and got a generic reply. Emailed them again just before 4 weeks, no reply, but got points posted on 03/10

 

[ksthommo]

Points & Status Credits posted today for Jetstar flight on taken 11 October, world record for Jetstar/Qantas. Didn’t submit missing points claim.

 

[Revenge]

Something really amazing has happened!

My last 2 JQ flights credit in less than a week!

Date Description
Mon 5 Nov 2018 JQ 0424 ECONOMY/ 31-OCT-2018 SYDNEY/GOLD COAST -
Sun 4 Nov 2018 JQ 0403 ECONOMY/ 29-OCT-2018 GOLD COAST/SYDNEY -​

I can't believe my eyes!

 

[SydneySwan]

Something really amazing has happened!

My last 2 JQ flights credit in less than a week!

Date Description
Mon 5 Nov 2018 JQ 0424 ECONOMY/ 31-OCT-2018 SYDNEY/GOLD COAST -
Sun 4 Nov 2018 JQ 0403 ECONOMY/ 29-OCT-2018 GOLD COAST/SYDNEY -​

I can't believe my eyes!

Time to close the thread?

 

[Revenge]

Time to close the thread?

I hope you're right! Maybe that feature article on this site spurred the Qantas Group into action to resolve this ongoing issue... Let's hope everyone else experiences this improvement as well.

 

[Wanderlust_tim]

Something really amazing has happened!

My last 2 JQ flights credit in less than a week!

Date Description
Mon 5 Nov 2018 JQ 0424 ECONOMY/ 31-OCT-2018 SYDNEY/GOLD COAST -
Sun 4 Nov 2018 JQ 0403 ECONOMY/ 29-OCT-2018 GOLD COAST/SYDNEY -​

I can't believe my eyes!

You could knock me over with a feather - my MEL-DPS flight posted in under 24 hours!

 

[ksthommo]

You could knock me over with a feather - my MEL-DPS flight posted in under 24 hours!

Yep, they have finally fixed the huge delay.
Lets hope it stays this way.

 

[Cool Cat Phil]

Shock horror- Just flown on JQ29 and the points and status credits posted within 48 hours.

I had my boarding pass ready and was counting down until a missing points claim could be submitted tomorrow- ( ie 3 days after the initial flight) but no need to submit a claim now.

Good news indeed.