Too many points taken for QF2 J upgrade - how to get them back?

[Borkymooners]

Looking for some advice

Recently scored a points upgrade to premium economy on QF2. Then got bad beep at the gate and further upgrade to J. Was issued a boarding pass LHR-SIN but told to see lounge about SIN-SYD.

Checked points balance at SIN to see that full Y-J LHR-SYD upgrade tariff (130,800) had been debited so thought “great - will be in J for the whole route”. Asked the lounge at SIN who suggested I’d receive a new boarding pass at the gate. Not to be and spent the SIN-SYD leg in Y - no big deal but obviously now wanting to reclaim the points difference.

Tried calling the call centre who advised me to fill a form online - response from the online feedback was to phone up - great.

Furthest I’ve got so far was the CSA at Sydney domestic J lounge calling on my behalf and seemingly reaching a resolution where I was told the points would be refunded but alas nothing yet (about 3 weeks later)

Any ideas on how to resolve this? Has anyone else had a similar issue?

I’m still not sure exactly what happened- but from looking over the shoulder of the CSA in the SYD lounge, looks like the system was trying to deduct the points /issue the upgrade multiple times but returning ‘insufficient points’ after they’d made the initial deduction. Maybe why the second leg boarding pass wasn’t issued?

Interested to hear people’s thoughts…

 

[AIRwin]

Try emailing [email protected] with a copy of your points activity statement, ticket, boarding passes, etc

 

[sudoer]

Try emailing [email protected] with a copy of your points activity statement, ticket, boarding passes, etc

This is the way. The SIN-SYD boarding pass will be crucial.

You'll get an auto generated response with an SR number within a day or two. If you don't get any personalised response from them within a week, call and quote the SR number. You may need to push for a resolution by calling every few days.

Note down the dates/times of you call. If you don't get a response within a couple of weeks, submit a complaint form.

 

[1022]

Good luck! FWIW, I’ve usually found the frequent flyer email team to be reasonably reliable so long as I’ve provided them with all required info.

 

[DPD]

Looking for some advice

Recently scored a points upgrade to premium economy on QF2. Then got bad beep at the gate and further upgrade to J. Was issued a boarding pass LHR-SIN but told to see lounge about SIN-SYD.

Checked points balance at SIN to see that full Y-J LHR-SYD upgrade tariff (130,800) had been debited so thought “great - will be in J for the whole route”. Asked the lounge at SIN who suggested I’d receive a new boarding pass at the gate. Not to be and spent the SIN-SYD leg in Y - no big deal but obviously now wanting to reclaim the points difference.

Tried calling the call centre who advised me to fill a form online - response from the online feedback was to phone up - great.

Furthest I’ve got so far was the CSA at Sydney domestic J lounge calling on my behalf and seemingly reaching a resolution where I was told the points would be refunded but alas nothing yet (about 3 weeks later)

Any ideas on how to resolve this? Has anyone else had a similar issue?

I’m still not sure exactly what happened- but from looking over the shoulder of the CSA in the SYD lounge, looks like the system was trying to deduct the points /issue the upgrade multiple times but returning ‘insufficient points’ after they’d made the initial deduction. Maybe why the second leg boarding pass wasn’t issued?

Interested to hear people’s thoughts…

Just had the same experience on QF2 with an upgrade from business to 1st where replacement boarding passes were issued at gate in London one first (lhr-sin) and one business (sin-syd) full upgrade value deducted and no replacement of business boarding plus in Singapore. Emailed Qantas frequent flyer will see what comes of it.

 

[BriarFlyer]

Yeah, same situation. Emailed QFF with my boarding passes on 10/5, got the reply with SR ref number and a "we're experiencing a large volume of queries" note but they said I should hear from them in a few days. Guess it's (past) time to chase this up.

 

[BriarFlyer]

Yeah, same situation. Emailed QFF with my boarding passes on 10/5, got the reply with SR ref number and a "we're experiencing a large volume of queries" note but they said I should hear from them in a few days. Guess it's (past) time to chase this up.

Had to call to change a flight today and took the opportunity to chase this up with an excellent agent. Points were refunded within hours.