Slow posting of QFF points and SCs after a JQ flight

[straitman]

This is almost the same as my experience. The QF person I spoke to blamed JQ.

OT for a moment.

I still love it when they are the same company when it suits and they are different companies when it suits.

 

[benjy]

I've been asking on Twitter as well, asking for a direct answer to my question: "Why is the posting of status credits and points from Jetstar flights taking longer than 28 business days?"

Answer I got this time: "Hi Ben, the wait time is mostly depending on the confirmation from the other airline regarding your flight. As soon as our Loyalty team receives the required information, your points will get rewarded."

Standard copy and paste response.

 

[MH_fan]

I have a bunch of JQ flights coming up over the next few months (not by choice) and am just dreading the effort that's going to have to go in to monitoring the posting of points/SCs...

 

[wandering_fred]

I have a bunch of JQ flights coming up over the next few months (not by choice) and am just dreading the effort that's going to have to go in to monitoring the posting of points/SCs...

As a member of AFF, you don't check your QFF pages at least once a week?

Just wandering
Fred

 

[MH_fan]

As a member of AFF, you don't check your QFF pages at least once a week?

Just wandering
Fred

LOL! That's a good point. It's more to do with the groans (coming from me) that come when the JQ flights haven't posted after a week...

 

[Renato1]

Late last year we flew to Bali with Jetstar, and we got the Qantas points 11 days later.

This year we flew to Bangkok, and 43 days later have still not received the Qantas points.

Since today was 31 days since we got back, I lodged a claim for missing points.
Regards,
Renato

We finally did get our points on 16 July - which was 18 days after lodging the missing points claims.
I actually got about 650 more points than I was expecting, not sure how come (might have something to do with the upgrade). I should have got 7800 points for business, but I got 8450 instead.

Most sadly, I also got status credits leaving me 40 points short of Silver, which I have to get by September - but that's not going to happen.
Never been that close before.
Cheers,
Renato

 

[andyyangjian]

flied JQ syd-hnl last month, waited 23 days to receive my qantas points, I think 14 working days is what we must wait, I always claim missing points asap but still have to wait that long

 

[benjy]

We have a winner!
10th May flight posted today! Over 11 weeks to post and about 3 weeks after submitting missing points claim.
The JQ562 was not a classic reward redemption, so I need to chase that up.

 

[straitman]

Our flights posted after 53 days. That was about 3 weeks after submitting the claim.

 

[The Mill]

Seems that there are issues with Jetstar points crediting after "changes" to computer system. I was told by QF agent that Jetstar points are not crediting and you will need to lodge a missing points claim then someone is having to check with the "other" airline to make sure that flights were taken. We had points awarded for Jetstar flights after lodging claim then three weeks later mysteriously cancelled with no explanation. Trying to resolve this presently and have been told there are multiple glitches in the system because of computer upgrade by way of apology from QF.......... One of the difficulties is being unable to scroll back through the points and SC earn table to see what has and has not been awarded as we are still waiting for flights taken in April to be properly credited.

 

[straitman]

Seems that there are issues with Jetstar points crediting after "changes" to computer system. I was told by QF agent that Jetstar points are not crediting and you will need to lodge a missing points claim then someone is having to check with the "other" airline to make sure that flights were taken. We had points awarded for Jetstar flights after lodging claim then three weeks later mysteriously cancelled with no explanation. Trying to resolve this presently and have been told there are multiple glitches in the system because of computer upgrade by way of apology from QF.......... One of the difficulties is being unable to scroll back through the points and SC earn table to see what has and has not been awarded as we are still waiting for flights taken in April to be properly credited.

It’s pathetic really!

 

[andyyangjian]

We have a winner!
10th May flight posted today! Over 11 weeks to post and about 3 weeks after submitting missing points claim.
The JQ562 was not a classic reward redemption, so I need to chase that up.

that's why I always claim missing points ASAP and usually points will be credited roughly 14 working days after claim

 

[JohnK]

Our flights posted after 53 days. That was about 3 weeks after submitting the claim.

My flight on 17 June posted on 09 August, so 53 days for me. I didn't bother with a missing points claim.

 

[ninin]

Advice required please.
Current Platinum year will expire on 31/8 in just 11 days. Flew Jetstar Max fare between Melbourne and GC on 6 August which will provide the status credits to re-qualify for Platinum. Have trip booked to USA leaving 5 September.

Anticipating the delay in posting points, I called the Service Centre on my return and was told to send through Boarding Passes and Itinerary. Followed up two weeks later only to be told that I didn't send the images through as PDFs and to resend them through and call them back today (note I was not originally told to send through as PDFs).

So as requested, called back this morning. The operator told me that they would not credit my account until they had confirmation back from Jetstar, could take 28 days etc. "Hopefully it occurs before the end of the month." I asked why I was told to send my boarding passes in etc, I had the expectation they would credit them as I wanted the points credited so I would re-qualify and my new card issued prior to my departure in just over 2 weeks.

She said that there was nothing I could do but wait. Oh,.... but I have been targeted for an offer to retain Platinum- 100,000 points. I was furious, I asked why would I accept this when I have already qualified for Platinum. "Yes I didn't think you would accept it but had to ask". THEN, she proceeded to tell me I had a loyalty bonus I could use.

Is there anything I can do now to speed this up? I really want the system to record me as Platinum when I leave on 5 September.

 

[sudoer]

Anticipating the delay in posting points, I called the Service Centre on my return and was told to send through Boarding Passes and Itinerary. Followed up two weeks later only to be told that I didn't send the images through as PDFs and to resend them through and call them back today (note I was not originally told to send through as PDFs).

So to clarify, did you send BP & itinerary through after the call with the Service Centre? Were these attached as jpg/png, or embedded into the email?

Also did you receive an automated response with SR number?

FYI the boarding pass & itinerary isn't required to submit a missing points claim. It's only needed if the claim is disputed by the carrier OR if no response is received (likely result with JQ). The key here is finding out whether a missing points claim was submitted when you called/emailed immediately after flying.

 

[ninin]

So to clarify, did you send BP & itinerary through after the call with the Service Centre? Were these attached as jpg/png, or embedded into the email?

Also did you receive an automated response with SR number?

FYI the boarding pass & itinerary isn't required to submit a missing points claim. It's only needed if the claim is disputed by the carrier OR if no response is received (likely result with JQ). The key here is finding out whether a missing points claim was submitted when you called/emailed immediately after flying.

Yes I resent as PDF files as requested after my first follow up. (Apparently the original versions I sent were not readable). A new SR number was auto created when I sent my second email (with the PDFs). I mentioned the SR numbers during my phone follow up calls.

 

[sudoer]

Yes I resent as PDF files as requested after my first follow up. (Apparently the original versions I sent were not readable).

OK - if you have an SR created for the first email there is hope!

I would call again to "check on the status of your missing points claim". Only provide the first SR and do not make any mention of the follow up email. They will say they are still waiting for a response from JQ.

At this point ask "Ok, your website says partner airline claims can take up to 14 working days, so if I were to call back on Thursday 23rd August will Qantas manually credit the points and status credits?" (assuming you emailed on 6th Aug)

They will likely argue missing points claims can take up to 28 days, counter this with the following URL: Log in

Once they concede on the 14 working days timeframe, ask them to make a clear note on the SR that this has been assured. On the 23rd you can then call up and provide the 2nd SR number which has the boarding pass and itinerary attached. They should be able to credit these on the spot.

Failing that, you could consider using your loyalty bonus but remember it needs to be done by the 31st to count in this membership year!

 

[ninin]

Thank you sbor90 for your feedback and assistance. Appreciate it.

 

[sudoer]

Thank you sbor90 for your feedback and assistance. Appreciate it.

Please report back to let us know how you go! All data points are helpful

 

[JohnK]

Is there anything I can do now to speed this up? I really want the system to record me as Platinum when I leave on 5 September.

I had similar issue in May and needed the 10 SCs from JQ flight in mid-May to reach 1200 SCs exactly. Called on 30 May and mentioned I was flying early June and didn't want status downgraded on account of delayed of SCs for JQ flight and they processed the SCs manually for me without boarding passes. He just did it with the ticket number and PNR.

I guess you could try calling back until you get the right person to assist.