Who else has to regularly chase up Qantas for points & status credits owed....

[bussyboy]

Interesting experience
I flew reward J syd-mel-per last Thursday, then Y per-syd on Sunday, I'd booked during the last dsc promo (feb?)

Anyway, at PER QP when i sought an upgrade on Sunday, i was informed my QFF details weren't on my booking - i had wondered about the delay from the previous flights.

She updated the details and sure enough the base SCs landed while in the air. Mid flight I filled in the "claim missing points" form in the Qantas app.

Monday: the bonus SCs landed from the PER- SYD flight, as well as the missing SCs from Thursday. Then those bonus SCs arrived on Tuesday, without further prompting.

Got to say I'm impressed after reading earlier posts here in this thread.

 

[Kmsx]

This month flew a qantas ticket:
QF MEL-(PER)-LHR
BA LHR-HAM
BA HAM-LHR
QF LHR-(PER)-MEL

First BA flight, LHR-HAM credited 3 days later automatically.
Second BA flight, HAM LHR did not credit.

Put in a missing points claim on website - rejected:
”Unsuccessful - points already awarded to qantas or other frequent flyer program”(?!)

Rang FF centre, asked me to submit boarding pass(with my QFF# on it), and to call back when got email receipt acknowledgement email.

Called them back with the receipt number and they went away and credited the flights to my account after 5 mins.

Relatively efficient fix - but still a seemingly random bug affecting BA flights even within a Qantas ticket with my QFF# all over it!

 

[AIRwin]

Likewise, “Qantas activity” (i.e. Viator) points always take an eternity to post but after following up 6 months later, I always got them in the end.

Mine has now posted exactly 6 months later (after following up last month)

 

[Berlin]

Mine has now posted exactly 6 months later (after following up last month)

I just got a whole stash of activity credits showing up on my account yesterday. Maybe not coincidence and they rather get paid out in batches to everyone at the same time?

I honestly had forgotten about all of those as some are from way longer ago than just half a year and hence have never followed up. And me, forgetting about frequent flyer points, that must be a first as my better half could easily attest to

 

[chk123]

I cancelled a reward flight, received an email from qantas confirming the cancellation but no points/tax refund for over a month, it took another phone call to get it sorted...

 

[marki]

Who else has to regularly chase up Qantas for points & status credits owed....?

I'm tired of having to continually chase up Qantas for points and status credits, particularly from shopping and Jetstar flights.

Once in a blue moon I receive my Jetstar points and SC's within 48 hours which proves it can be done, however I normally have to chase and chase these thru missing points claims - sometimes for 20+ flights per year.

I am SICK of it Qantas. You run a program, we pays our money, now honour your side of the bargain!

And shopping!!
My ongoing list of outstanding points claims normally runs at 4 to 10 items minimum.
Serial offenders include Kogan (one claim in particular is now 48 weeks old!!), Appliances Online and others. Ebay on the other hand is good.

This is a Qantas problem as they refuse to hold these recalcitrant sellers to account.

I'm tired of pro forma responses from Qantas telling me "we will respond in 5 days" and never hearing from them.
I'm tired of complaints forms being ignored!

Personally, I think Qantas is the second worse customer service organisation (to Telstra) in Oz, but we have no choice and they know it - which makes their lousy service even more reprehensible...100 day refunds anyone...

Any thoughts? And please don't use Covid as a excuse...

Painful

 

[Flyinfish]

Emailed QFF about green tier (no quiz access) mid May. Received a reply last week... to say I should call them

 

[doctorstrangelove]

I cancelled a reward flight, received an email from qantas confirming the cancellation but no points/tax refund for over a month, it took another phone call to get it sorted...

Me too! Finnair booking via classic rewards. To be fair CC refund of about $20 came through within 2-3 days but no sign of the points refund. Called them two weeks ago to sort it - lady at the call centre said she would e-mail the team responsible and that the points would be refunded in the next 24 hours.

Did it happen? Hell no, this is Qantas! I called them again on Saturday and luckily someone competent answered who said she'd put the refund through herself and that they'd be back in my account within the next few minutes. Lo and behold, they were! Evidently not difficult to do, but the inadequate training that Qantas seems to give its overseas staff means that even this basic task is beyond some of them.

 

[PineappleSkip]

Swings and roundabouts. QF J award redemption ATL-LHR. Yielded a few thousand points and 120 SCs. So, would you call and get this corrected?

 

[Ripcurlgirl]

For the most part, Qantas Mall transactions have posted correctly and on time for me. Over the last 18 months I've had 15 transactions with a variety of stores - Apple, eBay, Catch, The Iconic, David Jones, Oakley and Bing Lee. Only one of those (Bing Lee) didn't arrive on time, taking 130 days instead of the stated 90 days. Other non-Mall Qantas partners such as Red Energy and BP are very quick and reliable.

I am waiting on 75 SC from a NAB credit card sign-up, which is now at 10 weeks when the T&C stated 6-8 weeks after meeting the spend criteria. NAB say the SC posting is a QFF responsibility and QFF don't deny this. They are "checking internally" why these haven't appears, and the rep I spoke to says she has a few other cases regarding status credits for NAB cards.



JQ flights were well known to either post slowly or not at all a few years ago, however it seemed like this had been fixed in 2019.

My last JQ flight was 3K SIN-PEN in early March (just squeezed that one in!) and it posted in a couple of days. Thankfully I haven't had to take a JQ domestic flight in years otherwise.

For your purchases through the shopping mall, do they at least promptly show in your Shopping History with an est date of point arrival? I find only Ebay does this (unless it is a card offer). EVERY OTHER store (inlcuding The Iconic) I have to fight tooth and nail for.

Also, do you purchase via your credit / debit card at these stores or Paypal? (This, of course, excludes card offers). I always pay with Paypal and Ebay shows promptly where as the others do not. I find that if I don't fight for them that they are NEVER credited. BTW, I always shop at partner stores through the Mall. What am I doing differently to you as you seem to have great success.

 

[Lynda2475]

I was just looking at my Shopping History to check that some recent black friday purchases had registered and I noticed a two older purchases still had not posted i.e. were stuck pending.

One was from Sept 2022 (Rockmans) and the other from April 2023 (Vision Direct), just lodged support tickets.

Some of the online stores really take the mickey, points should post within 60 days I know Clinique typically takes 90 days but 15 months, dont shop at Rockmans if you need the points in a hurry.

 

[Supersonic Swinger]

Does anyone find they are often sending emails like this to the Frequent Flyer Centre regarding BA flights?

'I submitted a claim for this flight (BAxx_ from YYY to ZZZ on 15 Dec), but it was denied due to "Unsuccessful - no match on booking name or flight".

I am a little confused as to why this is the case:

• This flight was part of a RTW ticket involving QF and other airlines as well as BA flights. For all the other airlines, the flights and points were credited by the next date

• This flight was showing on both the Qantas App as well as Qantas online including my QF frequent flyer number
• My Qantas frequent flyer number and status showed on the BA boarding passes for this flight.

I have attached copies of the boarding pass to this email. Is British Airways no longer a partner of Qantas Frequent Flyer, or please let me know what other information you require for these flights to be credited to my account. Thank you.'

 

[SYD]

Does anyone find they are often sending emails like this to the Frequent Flyer Centre regarding BA flights?

I try to keep it simple. It’s not necessarily an issue at the QF end.

'I submitted a claim for this flight (BAxx_ from YYY to ZZZ on 15 Dec), but it was denied due to "Unsuccessful - no match on booking name or flight".

Online claim? The flight(s) was probably registered / processed by BA but got stuck in the ether somewhere.

BA are usually quick but can also take 6 wks .

I am a little confused as to why this is the case:

• This flight was part of a RTW ticket involving QF and other airlines as well as BA flights. For all the other airlines, the flights and points were credited by the next date
• This flight was showing on both the Qantas App as well as Qantas online including my QF frequent flyer number
• My Qantas frequent flyer number and status showed on the BA boarding passes for this flight.

I have attached copies of the boarding pass to this email. Is British Airways no longer a partner of Qantas Frequent Flyer, or please let me know what other information you require for these flights to be credited to my account. Thank you.'

No real point quizzing them why it didn’t come through. It’s probably the BA end.

I just email saying online claim failed. Here’s eTix, BP and flight details. If you can supply all that, they usually get processed within a day or two.

Earlier this year I had CX flights CGK-HKG-LHR//MAD-HKG-DPS. The first two posted automatically within a week. The 2nd two never showed up after 14 days. Online claim failed, so emailed QFF - processed in 24 hrs.

 

[Ripcurlgirl]

For your purchases through the shopping mall, do they at least promptly show in your Shopping History with an est date of point arrival? I find only Ebay does this (unless it is a card offer). EVERY OTHER store (inlcuding The Iconic) I have to fight tooth and nail for.

Also, do you purchase via your credit / debit card at these stores or Paypal? (This, of course, excludes card offers). I always pay with Paypal and Ebay shows promptly where as the others do not. I find that if I don't fight for them that they are NEVER credited. BTW, I always shop at partner stores through the Mall. What am I doing differently to you as you seem to have great success.

UPDATE: I have stopped using the Qantas shopping prompter AND chrome when going to the mall. I never use Edge so I have set QFF log in as my home page there. The Edge browser is not running any adblockers or extensions but cookies are enabled.
I have made 5 Qantas shopping mall purchases using Edge and ALL of them have showed up in my history as pending within 1-2 days.
After chasing some previous points up by phone, I told the guy I spoke with how using Edge had solved my problems & he commented that many people find they have problems when going to the mall with chrome.
I thought this info might help others having the same problem.

 

[PineappleSkip]

It’s probably the BA end.

I’m pretty sure that’s the case. My last flight with BA, on a QF classic award, I received points and SCs, while the previous flight correctly received none. Thinking there is a box that requires ticking and it sometimes wrongly isn’t, or in my case sometimes wrongly is…

 

[SYD]

I’m pretty sure that’s the case. My last flight with BA, on a QF classic award, I received points and SCs, while the previous flight correctly received none. Thinking there is a box that requires ticking and it sometimes wrongly isn’t, or in my case sometimes wrongly is…

 

[TeaKozy]

I’ve had the opposite experience of late; flights on AA posted the next day, as did - gasp - JQ.

 

[Ade]

DSC booking. Booked Flex on CBR-MEL-SYD-SIN-CMB-MAA, but re-routed CBR-SYD-SIN-CMB-MAA. Missed out of 20SC for the MEL-SYD leg. Same story on the return from MAA, so another 20 SC for the SYD-MEL leg, so 40SC in total, 80SC as it was DSC. Called in to claim ORC. Person said that she has processed it. But took over 3 months and nothing happened. So put in a call again, explained everything to a different person, who started off that there is nothing wrong and all the SC as per travel has been awarded blah blah ... then went thru the whole spiel of what happened ... then the agent couldn't find the flights which I had taken and had retained the BPs for ... etc etc .. 25 mor mins on the phone and the penny dropped ... finally realised that QF owes 40SC (80 with DSC). Credit happened instantly. Not happy with the experience, but hey, what are we gonna do eh!

 

[DejaBrew]

DSC booking. Booked Flex on CBR-MEL-SYD-SIN-CMB-MAA, but re-routed CBR-SYD-SIN-CMB-MAA. Missed out of 20SC for the MEL-SYD leg. Same story on the return from MAA, so another 20 SC for the SYD-MEL leg, so 40SC in total, 80SC as it was DSC. Called in to claim ORC. Person said that she has processed it. But took over 3 months and nothing happened. So put in a call again, explained everything to a different person, who started off that there is nothing wrong and all the SC as per travel has been awarded blah blah ... then went thru the whole spiel of what happened ... then the agent couldn't find the flights which I had taken and had retained the BPs for ... etc etc .. 25 mor mins on the phone and the penny dropped ... finally realised that QF owes 40SC (80 with DSC). Credit happened instantly. Not happy with the experience, but hey, what are we gonna do eh!

Polar opposite experience for me on my most recent QF flight. Flew SYD>ICN on December 2nd (DSC booking). Was browsing the app on my phone and noted FF points and SC/DSC had posted even though we were yet to even close the forward door! That being said, the fact we were meant to have been somewhere over Cairns / Port Douglas at the time might have had something to do with it

By contrast… still waiting for my 100 rollover SC to post for PC+ (Sep 30 anniversary). Suspect that will require follow-up…