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

[pointswhore]

It’s hard to discern a consistent pattern, let alone a root cause, in what people are reporting. I’ve had no problem with BA sectors flown in mid-May and mid-June (4-5 days to post to my QFF a/c). It took just over a week for two AY flights in June to post, but I’ve had to chase QFF about two earlier AY flights flown in mid-May: submitting the online form produced automated responses from QF for both missing flights:

“Your claim for missing Qantas Points submitted on xx-xx_-2022 has been processed but was UNSUCCESSFUL – AIRFARE AND BOOKING CLASS NOT ELIGIBLE TO EARN”.

That rejection was plainly an error. Fares were AY Business Classic and eligible SC/points posted successfully for the return legs of same tickets. So I emailed BP scans to QFF a fortnight ago and am awaiting resolution. Problem with AY, QF or both? Who knows?

Have had similar experience with AY flights in J class over the years not posting either points or SCs, including one that nearly prevented me maintaining WP status (gasp). Liked to fly AY due to highly competitive J class fares from Asia pre Covid and managed one early in 2022 as routes opened up. Same problem occurred. First attempt to claim is consistently met with 'no record of flight in Economy' response and the claim form doesn't allow you to specify flight class so keeping your boarding passes is my strong recommendation.

 

[fr.stephen]

Appears this is still an ongoing issue - how frustrating!

Flew BA696 in November, points came through after about 10 days.

Flew the return BA697.

Nothing.

Posted the missed points claim - got the same message I got when the same thing happened to me 12 months ago. "UNSUCCESSFUL - POINTS ALREADY AWARDED TO QANTAS OR OTHER FREQUENT FLYER PROGRAM."

Rubbish. Points have not been awarded and I don't even belong to another program.

So I guess I now await the joy of an online chat session to get it fixed.

All booked through Qantas, so you'd kinda think they would know.

 

[AIRwin]

So I guess I now await the joy of an online chat session to get it fixed.

Try email instead so you can provide supporting documentation and also keep a record - refer my experience in post #153 above

 

[Greg555]

Just got out of hospital after a horrible experience....
Flew two Qantas flights at Xmas booked with a double status credit offer back in March I think - anyway, my regular SCs & points arrived next day and THEN, the very next day, without numerous emails and phone calls - the bonus SCs arrived! I was so shocked I had a nasty turn and her indoors had to rush me to emergency. Clearly this was a grievous - perhaps even malicious - error made at Qantas HQ and no doubt they would be horrified that a competent level of service was actually provided to a customer....I've certainly not experienced this sort of stuff from Qantas before. So be careful out there folks, bad things can happen.

 

[eminere]

Had to call to chase up three of four 3K flights I took over Christmas and new year (the online claims were still stuck in review). Emailed through photos of the boarding passes as well as the original booking emails with fare type purchased and the very competent FF contact centre staff manually credited the points and status credits while I waited over the phone.

 

[kyle]

Guess what? The 170 points from the BA flight appeared 4 days ago! That's 3 months later! But I didn't ring up or submit my boarding pass.

And now another two months later...

I got this "Your claim for missing Qantas Points submitted on 12-Aug-2022 has been processed but was UNSUCCESSFUL - NO MATCH ON BOOKING NAME OR FLIGHT."

 

[Comoman]

And now another two months later...

I got this "Your claim for missing Qantas Points submitted on 12-Aug-2022 has been processed but was UNSUCCESSFUL - NO MATCH ON BOOKING NAME OR FLIGHT."

I have just got exactly the same for 3 flights. I even emailed in the boarding passes!

Mine were submitted 8th August.

 

[AIRwin]

And now another two months later...

I got this "Your claim for missing Qantas Points submitted on 12-Aug-2022 has been processed but was UNSUCCESSFUL - NO MATCH ON BOOKING NAME OR FLIGHT."

Same here but my message was "UNSUCCESSFUL - POINTS ALREADY AWARDED TO QANTAS OR OTHER FREQUENT FLYER PROGRAM" - it was already processed manually in November when I called and provided supporting documentation after having submitted the claim online back in August

 

[LondonAussie]

Looks like QFF are finally processing all the online claims that got stuck 1-2 years ago! I've had 6 emails over the past few days saying my claim was unsuccessful because points were already awarded... well yes, but they were only awarded after lots of chasing via calls and emails.

Meanwhile my recent BA flights seem to be posting automatically within a week, so BA-->QF might actually be fixed finally!!

Last month's QR flights, only 2 of 4 flights posted automatically, the other 2 I've had to submit claims for.

 

[jpp42]

I have two rejected claims ("UNSUCCESSFUL - NO MATCH ON BOOKING NAME OR FLIGHT") for JQ international flights (outbound leg) last November, oddly the return leg on the same booking reference credited within days. Same issue for both passengers on the flight - makes me wondering if something went wrong with the manifest for that outbound segment. Any suggestions on best way to follow this up?

 

[fr.stephen]

Appears this is still an ongoing issue - how frustrating!

Flew BA696 in November, points came through after about 10 days.

Flew the return BA697.

Nothing.

Posted the missed points claim - got the same message I got when the same thing happened to me 12 months ago. "UNSUCCESSFUL - POINTS ALREADY AWARDED TO QANTAS OR OTHER FREQUENT FLYER PROGRAM."

Rubbish. Points have not been awarded and I don't even belong to another program.

So I guess I now await the joy of an online chat session to get it fixed.

All booked through Qantas, so you'd kinda think they would know.

Sent them an email with things attached. Nothing.

On phone to call centre now with SR number that email generated.
Who else can't stand thier hold music?

Agent said the points will be added manually.

 

[LondonAussie]

I made a missing points claim in December where I used the operating carrier flight number (which was the number printed on my boarding pass) instead of the codeshare airline and flight number that I'd bought it from/as. The claim was rejected very quickly, after 2 days I get an email saying "UNSUCCESSFUL - NO MATCH ON BOOKING NAME OF FLIGHT"

I then resubmitted using the codeshare marketed flight number from my eTicket, and a month later it's still under review, and QFF are still saying "may take up to 14 business days to process".

If they can reject the first claim so quickly for not using the correct codeshare flight number, why does it take them so long to process it when I use the correct ones?!

 

[im.daniel]

Flew 4X BA sectors in early Jan. First 3 credited within 4 days of flying. Last sector did not. Claim was put in and now 3 weeks pending. Should I call QF up and be pro active about it?

 

[Doddler]

Have two claims which say "For further information please contact the Frequent Flyer Contact Centre

One from a Jetstar flight back in December - claim filed back then.
One from a QF flight from a month ago - claim filed 4 days ago.

Super frustrating to have to contact them - my FF number was included on both flights.

 

[Flyinfish]

I find it's the promo offers, especially with Business Rewards, that never turn up. I had a 5,000 point bonus that required multiple emails/many months to resolve. Now I just don't bother taking the bait. I'm sure they rely on most people giving up. OK Qantas customer service is woeful but you'd think they would make an effort for their business customers.

 

[Doddler]

So now the track flight claims page has this at the top, saying that by the 24th Feb all backlogs will be sorted. We'll see.

 

[im.daniel]

Try email instead so you can provide supporting documentation and also keep a record - refer my experience in post #153 above

So I literally did just this;

E-mailed my BP and ETKT from BA - generated a SR number (just prior to calling QFF)
I had also e-mailed QFF re ORC from 1 month prior with no response (but also had a SR number)

Provided the agent (MNL based) with both SR's - and asked her whether it was possible to look into it and manually credit the flights. I then had to get back to work and asked the agent to e-mail me regarding the outcome (whether successful or not).

All done on the spot, got a call back in 15min with positive result. No fuss whatsoever - it was such simple process.

Sent in a complement to the agent via QF.com afterwards

 

[Crt404]

Which email address do you use to contact Qantas??

I’ve just had two perfectly valid claims for status credits denied as apparently my name doesn’t match a booking. As these points were going to make me WP, it’s very frustrating.

I kept the boarding cards on purpose, but never thought I’d actually have to use them.

 

[AIRwin]

Which email address do you use to contact Qantas??

[email protected]

 

[Crt404]

[email protected]

Thank you. I feel a moaning email approaching!