Slow posting of QFF points and SCs after a JQ flight

[sudoer]

Claimed the points as soon as I could even though I know it makes no difference.

Their stated line for missing point claims is 14 or 28 working days, depending on which page you're looking at.

So if you lodged the claim 5 weeks ago (i.e. as soon as you could) you can call up for manual crediting.

 

[sudoer]

JQ really need to up their game on this.

The problem is JQ have no incentive to do so..

 

[MH_fan]

I'm claiming my JQ flights as soon as I'm able to and they seem to be coming through in 2-3 weeks now, which is a significant improvement.

 

[cvmceg]

I'm claiming my JQ flights as soon as I'm able to and they seem to be coming through in 2-3 weeks now, which is a significant improvement.

I guess Ill have to make phone calls tomorrow. 3x flights from 6 weeks coming on 7 are no where to be seen...

 

[JohnK]

JQ really need to up their game on this.

Customer service is not really their strong point.

 

[cvmceg]

7 weeks and 6 days!

I was just about to call QF. expecting 2 more JQ to come through

 

[Flyin_Penquin]

View attachment 140017
7 weeks and 6 days!

I was just about to call QF. expecting 2 more JQ to come through

Congrats! Always a good feeling when they finally show up.
I’m still awaiting 4 more of mine as well, been 7 weeks so far, so they’ll show up by next week as per normal with mine.

 

[Bundy Bear]

After putting in a claim,
Mon 15 Oct 2018 JQ 0758 ECONOMY/ 19-AUG-2018 HOBART/BRISBANE -
Almost 8 weeks.
Put in a claim for a flight on Alaska Airlines but that hasn't showed up.

 

[AFF Editor]

Might be time for an AFF front page article on this and get some answers from some higher-ups

Done.

Qantas Points & Status Credits Earned from Jetstar Flights Take Too Long to Post

 

[Sukina]

I’ve absolutely had this problem, and possibly one step worse. Lodged a claim for a JQ flight taken in March, eventually received SCs at the end of May after calling a number of times. Then, randomly at the end of July the same flight appeared on my statement as “cancelled” and the SCs were deducted!! Made another call to Qantas and was told that they didn’t have adequate substantiation and I’d need to send through my BP. No explanation as to why they were credited then cancelled! Sent required substantiation and received a strange email from service centre stating
“I've reviewed your membership, and i can confirm that the Qantas Points and Status credits accrued on the flight was not cancelled nor deducted.” - when a screen shot of my account clearly show they were! Again I called Qantas and went through things again, and was asked to send substantiation again...
Mysteriously, three days later the points/SCs were reinstated without explanation.
In an even stranger turn of events, I received an email from Qantas approximately six weeks later (end of September) to advise that the points had been credited! Truly bizarre!

 

[Bundy Bear]

Done.

Qantas Points & Status Credits Earned from Jetstar Flights Take Too Long to Post

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.

 

[BudgetFly]

I have had an on going battle with Qantas since the start of the year with Jetstar flights, that have been paid for with a starter max bundle, being added to my QFF activity as reward flights. Has happened 10 times since Feb this year. And its also taking for ever for them to investigate. Am pushing for Gold this year and at this rate I won't make silver again!

Yes I had the same issue where points posted to my QFF account as a rewards flight earning 0 points. Got it fixed but it is annoying extra work having to track and fix points plus keeping boarding passes in anticipation...

 

[wicks21]

Yes, I have always had to manually lodge a claim for JQ flights, on couple of instances I had to make formal complaints and follow up on the phone few times to get JQ credits - it is worse with JQ asian flights.

 

[strongarmAU]

i usually lodge missing points claim 3 days after flight.
12 Sept flight was credited 5 October.

 

[6"6Flyer]

I had the same experience, waited 8 weeks and nothing... Then had 6 phone calls discussing and chasing up, QF would blame JQ and JQ would blame QF.. Became a joke.

They used the excuse that the JQ booking didn't have my middle name, but my QF membership included it.

 

[Waypoint]

Some of the Jetstar actions and attitudes mentioned below do not fit with this weeks keynote speech to the Australian Business group by the CEO of Qantas who banged on about trust and doing the right thing by the customer on all occasions

 

[6"6Flyer]

Some of the Jetstar actions and attitudes mentioned below do not fit with this weeks keynote speech to the Australian Business group by the CEO of Qantas who banged on about trust and doing the right thing by the customer on all occasions

Waypoint - Qantas and Jetstar do not care about customers, have been platinum with them for 4 years and you are just a number to them.. I'm relocating with my role to SEA and won't look back when i cross over to Star Alliance.

 

[blaz]

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.

 

[SydneySwan]

I didn't really need another reason not to fly JetStar but it seems now I have found one!

 

[Revenge]

Qantas and Jetstar do not care about customers, have been platinum with them for 4 years and you are just a number to them..

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