Missing points claim dragging on

[AisleSeat]

Background.

Back in April the family flew JQ MEL-CNS_KIX-CNS-MEL. (80SC earn as per the ticket we bought)

JQ had a schedule change for the return leg and flew KIX-NRT (GK) and then NRT-MEL (QF/JQ)

Received 40SC for outbound MEL-CNS-KIX and 10SC for the KIX-NRT.

Did not receive the remaining SC from return leg NRT-MEL. The flight was QF80 (our boarding pass says sold as JQ6080).


Online points claim got rejected. I'd put in the QF flight #, so figured that was the problem. Redid it as JQ6080, but then never saw any credits come in. Phoned up and had a service request put in. Supplied boarding passes and itinerary.

It's now been 3 weeks and I've not heard a peep. How long do these usually take?

 

[JohnPhelan]

Should have only been a day or two after the phone request. Call them again.

 

[AisleSeat]

Ugh, I just checked everyone's activity statement. The flight is there.....with zero points and status credits next to it. WTF. I'm so angry. This is totally Jetstar's fault.

Tried to ring and realised its after 7. First thing tomorrow someones getting an earful.

 

[JohnPhelan]

When they re-routed you, what ticket class was on the new ticket? It's possible they (inadvertently) booked you on the new flight in a non-earning class.

 

[AisleSeat]

When they re-routed you, what ticket class was on the new ticket? It's possible they (inadvertently) booked you on the new flight in a non-earning class.

I bet that's what happened. Never flying J* international again.

 

[AisleSeat]

Just phoned up. Points and SC are being awarded to my and my daughter's accounts. Mrs AS has to phone herself.

 

[AisleSeat]

Update.

Mrs AS phoned to organise getting her missing points and SC 2 weeks ago. Got through to NZ call centre. Said they'd look in to it. No points or SC posted yet. This is getting kinda ridiculous.

 

[AisleSeat]

Re: Missing points claim dragging on - 14 weeks now

Messaged Qantas on Twitter about this 2 weeks ago, got asked to send through details. Now 2 weeks later and nothing has been done.

It's been over 3 months since the flight.

What are my options now?

 

[ozbeachbabe]

What about online chat or sending an email with clear dot points of how many points they owe you and a brief background as to what happened without emotion.

Email: [email protected]

 

[AisleSeat]

What about online chat or sending an email with clear dot points of how many points they owe you and a brief background as to what happened without emotion.

Email: [email protected]

Thanks.
After 10 minutes on online chat just now, points and SC have been awarded. Just like that.
I did email that address back in May at the request of an agent to send through boarding passes and itinerary and nothing happened. Every single contact that was made about this since was ignored/nothing done (phone call, email, Twitter) If it was not resolved today I was going to go to the ACA.

This level of service by QF is appalling.

I think the lesson here is HUACA.

The silver lining is that because of the schedule change we all ended up with an extra 10SC each.

 

[Haplo]

Another way to do it is to ask Qantas to award you Original Routing Credit, and insist that the rerouting is not your fault and you want to received points on the original (booked) routing.

Never tried but saw posts of other people who tried and got it.

 

[AisleSeat]

Another way to do it is to ask Qantas to award you Original Routing Credit, and insist that the rerouting is not your fault and you want to received points on the original (booked) routing.

Never tried but saw posts of other people who tried and got it.

Yes, I've learned about ORC recently. However, in this case, because of the change, we had an extra flight and so an extra 10SC. An ORC would have got us 10SC less.