Was the Distance between BKK & KUL being Deliberately misstated by QFF? [Now Fixed by QFF]

[sudoer]

Will be interesting to see if they backdate, and if so, how far back they are prepared to go.

I expect they will correct claims back to October 2017 (i.e. 12 months prior) without much fuss, but getting them corrected prior to that will probably require a bit of HUACA until you get connected to someone willing to help.

My suggestion is to make a note of all calls including who you spoke to and what their response was. If you get nowhere after a couple of weeks, send a concise email to QF's Head of Loyalty (Olivia Wirth?) documenting the issue. Give them a reasonable deadline to respond and mention your next stop is the ACA.

Perhaps @Admin could reach out to Qantas for their official line on this?

 

[JohnK]

Will be interesting to see if they backdate, and if so, how far back they are prepared to go.

Don't do it via chat. Absolutely useless.

"No, you received the right SCs!"

Umm, no. Better I send email.

 

[HTG2016]

Umm, no. Better I send email.

What is the best email to contact QF about this issued , thanks

 

[sudoer]

What is the best email to contact QF about this issued , thanks

[email protected]

 

[HTG2016]

[email protected]

email sent to claim back points from February 2018 BKK-KUL with MH Z fare type , waiting to see if they will credit .

 

[JohnK]

Email back today to check points balance.

They've reversed/cancelled the 40 SCs and 825 QFF points that were credited in June and have now credited 60 SCs and 1375 QFF points.

 

[Tonkatough]

I've done this route a lot, so just went back and submitted a claim for 6 KUL-BKK return flights over the period 2016-2018. Like the previous post, I'm not so confident about the claims prior to the last 12 months but hopeful for the claims within the most recent 12 months. Will let you know how things go.

 

[wandering_fred]

The QFF activity statement seems to imply corrections/missed postings can be requested for 12 months after the flight.
Hopefully I will find out if my Mar 2018 flight is "corrected"

Just wandering
Fred

 

[MEL_Traveller]

The QFF activity statement seems to imply corrections/missed postings can be requested for 12 months after the flight.
Hopefully I will find out if my Mar 2018 flight is "corrected"

Just wandering
Fred

That restriction shouldn't be applicable in this case as there was no 'error' according to the QF system at the time the original flights were posted.

 

[HTG2016]

email sent to claim back points from February 2018 BKK-KUL with MH Z fare type , waiting to see if they will credit .

Update on this one , received email from QF 1 week after email sent , extra credit and points accrued on current which in my case 6th November 2018 not when the date the flight took place 8 Feb 2018 . If someone look at claiming could wait for new status year before sending the email .

 

[wandering_fred]

Correction posted (Mar 2018 flight) to my account in 4 days following my email to frequentflyer

Happy wandering
Fred

 

[Tonkatough]

In my ongoing email correspondence with QFF regarding the reasoning for not crediting this error for flights taken more than 12 months ago, what do people think of QFF's reasoning:
Firstly, I was directed to: Frequent Flyer FAQs | Qantas Points
Then, I was advised: "please know that the number of Qantas Points and Status Credits you’ll earn when flying is based on where you fly, the class of travel and fare you pay, and the carrier you choose, rather than simply the miles flown".

 

[MEL_Traveller]

In my ongoing email correspondence with QFF regarding the reasoning for not crediting this error for flights taken more than 12 months ago, what do people think of QFF's reasoning:
Firstly, I was directed to: Frequent Flyer FAQs | Qantas Points
Then, I was advised: "please know that the number of Qantas Points and Status Credits you’ll earn when flying is based on where you fly, the class of travel and fare you pay, and the carrier you choose, rather than simply the miles flown".

It seems the particular agent isn't aware of the 're-zoning' of the BKK-KUL flights. Your correspondence needs to outline that although the points and status credits were applied at the time of travel, Qantas has subsequently determined those points and staus credits were incorrect and did not accurately reflect the class of travel, fare, carrier and miles flown.

As Qantas has now correctly determined the class of travel, fare, carrier, and miles flown, you are seeking your balance to updated accordingly. (You could also note this is only a recent correction by Qantas and wasn't able to be acted upon by passengers until Qantas had worked out the correct points and stats credits to be applied to the route.)

If that doesn't work, it could be a good case for the Airline Consumer Advocate.

 

[Tonkatough]

It seems the particular agent isn't aware of the 're-zoning' of the BKK-KUL flights. Your correspondence needs to outline that although the points and status credits were applied at the time of travel, Qantas has subsequently determined those points and staus credits were incorrect and did not accurately reflect the class of travel, fare, carrier and miles flown.

As Qantas has now correctly determined the class of travel, fare, carrier, and miles flown, you are seeking your balance to updated accordingly. (You could also note this is only a recent correction by Qantas and wasn't able to be acted upon by passengers until Qantas had worked out the correct points and stats credits to be applied to the route.)

If that doesn't work, it could be a good case for the Airline Consumer Advocate.

Thanks - have replied to QFF to that tune and will await the next instalment.
Even though the link provided by QFF is wrong, any thoughts on the 12 month time period for this type of claim?

 

[MEL_Traveller]

Thanks - have replied to QFF to that tune and will await the next instalment.
Even though the link provided by QFF is wrong, any thoughts on the 12 month time period for this type of claim?

This particular circumstance can't have been contemplated by the 12-month limitation in the terms and conditions. As it couldn't have been comtempated, the condition shouldn't apply.

The 12 months is designed to fix problems like missing flights, wrong class of travel, credit for comfort seats, or original routing credit. All sorts of things where the passenger has the opportunity to look at their statement and say 'hey, that's not right'.

In this case QF would have argued there was no error... it determined the number of miles between KUL and BKK and credited the points and status credits accordingly. Now they have recalculated those, so they also need to recalculate the points awarded.

 

[serfty]

Then, I was advised: "please know that the number of Qantas Points and Status Credits you’ll earn when flying is based on where you fly, the class of travel and fare you pay, and the carrier you choose, rather than simply the miles flown".

That piece of text is a standard cut and paste I have seen myself and as others have posted .

You are taking the right course of action. Keep your SR reference numbers as you may need them if you have to go to The Airline Customer Advocate (ACA) .

 

[Vic]

First reply from Qantas to my request for the correct earning. The airline earning table changed on 23 October 2017. - Earning for flights before 23 October 2017 is based on previous conditions and requirements.

 

[sudoer]

The airline earning table changed on 23 October 2017. - Earning for flights before 23 October 2017 is based on previous conditions and requirements.

I would push back on this and not accept that as an answer. The distance based earning table applicable to BKK-KUL flights did not change at all on 23 Oct 17.

 

[MEL_Traveller]

First reply from Qantas to my request for the correct earning. The airline earning table changed on 23 October 2017. - Earning for flights before 23 October 2017 is based on previous conditions and requirements.

Sounds like an agent not aware of the BKK-KUL issue.

Just a further thought on the 12 month limitation for claims. That would only logically apply where we, the passenger, were able to make such claims. As this was a qantas system error, it would have been impossible for us to claim the ‘correct’ mileage between those two cities until Qf fixed their system.

This means the 12 month clock might have started ticking from the date QF fixed the mileage, but not before. (and is even argue the clock doesn’t start ticking until they notify members.)

 

[Hvr]

I've made a claim for four flights in MH J this year. An initial phone call didn't yield any results so an email today with all the details has been submitted.