I've been ripped off [Points stolen and used on Jetstar]

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idle1002

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I have a problem with Qantas FF points being used by someone else to purchase a Jetstar flight and upgrade it to business class. After many phone calls I have got exactly nowhere with both Qantas & Jetstar with both passing it back and forth, between them. How do I get my points returned to my account? Any and all help or suggestions would be much appreciated.
 
Did you leave a boarding pass on board? That can be very helpful for someone wanting to fly on your QF points.
It is a Qantas Account so I would be emailing Qantas.
Do change your PIN.
 
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I don't understand your thread title - are you suggesting it was someone from Qantas that used your points?
 
I have a problem with Qantas FF points being used by someone else to purchase a Jetstar flight and upgrade it to business class. After many phone calls I have got exactly nowhere with both Qantas & Jetstar with both passing it back and forth, between them. How do I get my points returned to my account? Any and all help or suggestions would be much appreciated.
How recently were these points used?

I would be starting and stopping with Qantas Frequent Flyer since it was your account with them that was affected.
 
And given Qantas strict criteria for using points for bookings, the lack of relationship to you should be easy to determine. It’s a Qantas issue. Your account has been hacked. And yes, when did this happen?
 
I wonder if there has been a misunderstanding at QFF about the actual nature of the issue itself. Previous reports of stolen points have been dealt with fairly consistently (I.e points returned after the submission of a police report/stat dec).
 
"purchase a Jetstar flight and upgrade it to business class "

how is this even possible with QFF points? Either the reward is issued as a JQ "Business" class award, or it's not. AFAIK you can't upgrade JQ flights with points, nor can you upgrade reward flights with points not operated by QF.

Maybe it's just the way this has been wording.

A minir point to this.. but it seems that if someone has gained access to your account and used the points without your consent or knowledge this is an issue for QFF fraud etc to look into. I mean they would have been redeemed in a name, and since Business class is mentioned it's international(even a domestic tag would require photo ID through the terminal to board) then it's unlikely a fake name, and it could be chased down.

I still don't see how QF have "ripped you off" though.. seems like someone else has, but not QF.

However it's poor service if they're not working to resolve the issue - or at very least cancel the reward (or has the flight been taken?)

a number of unanswered questions here.
 
Jetstar! Not sure why someone would steal your points for a Jetstar flight. Any self- respecting thief would use them on QF at least. 😏

Anyway, more seriously, it may be just be some sort of glitch. Have you emailed [email protected] as yet? You probably should be starting a “paper trail” for the record.
 
I wonder if there has been a misunderstanding at QFF about the actual nature of the issue itself. Previous reports of stolen points have been dealt with fairly consistently (I.e points returned after the submission of a police report/stat dec).
Yep. I had my QF account hacked on a trip to China a couple of years ago and 120K+ points used for flights. Some had been taken by the time I discovered the hack. (Note to self: don’t log into QFF account on a shared hotel lounge computer)

I wrote a stat dec for QF and got them replaced fairly quickly. Wasn’t too painful.
 
Did you leave a boarding pass on board? That can be very helpful for someone wanting to fly on your QF points.
It is a Qantas Account so I would be emailing Qantas.
Do change your PIN.
No the points were removed from my account the day after I had used points to book 2 flights to Europe. I started with phoning Qantas but they sent me to Jetstar because it was Jetstar that had used the points. I phoned and emailed Jetstar multiple times, but they refused to provide me with any information due to privacy rules.
 
I don't understand your thread title - are you suggesting it was someone from Qantas that used your points?
No I am not suggesting someone from Qantas stole the points but that somehow someone either employee or customer was able to get into the account and use the points for their flights.
 
How recently were these points used?

I would be starting and stopping with Qantas Frequent Flyer since it was your account with them that was affected.
This issue has been unresolved for over a year now. I'm getting pretty frustrated.
 
And given Qantas strict criteria for using points for bookings, the lack of relationship to you should be easy to determine. It’s a Qantas issue. Your account has been hacked. And yes, when did this happen?
It happened 21 July 2018 and I noticed in early August 2018 and contacted Qantas then. We've been going back and forth since then.
 
Your Qantas account has been hacked and points stolen. Why on earth would you speak to Jetstar about it?
I Agree! But that was Qantas' response. They took no responsibility when I spoke to them. I find it hard to believe they did not understand the issue.
 
Yep. I had my QF account hacked on a trip to China a couple of years ago and 120K+ points used for flights. Some had been taken by the time I discovered the hack. (Note to self: don’t log into QFF account on a shared hotel lounge computer)

I wrote a stat dec for QF and got them replaced fairly quickly. Wasn’t too painful.
Thanks, I'll try the stat dec route as this has been going on far too long. I'd like to use the 100K+ points myself.
 
I wonder if there has been a misunderstanding at QFF about the actual nature of the issue itself. Previous reports of stolen points have been dealt with fairly consistently (I.e points returned after the submission of a police report/stat dec).
Thanks that gives me hope that I can get this dealt with.
 
"purchase a Jetstar flight and upgrade it to business class "

how is this even possible with QFF points? Either the reward is issued as a JQ "Business" class award, or it's not. AFAIK you can't upgrade JQ flights with points, nor can you upgrade reward flights with points not operated by QF.

Maybe it's just the way this has been wording.

A minir point to this.. but it seems that if someone has gained access to your account and used the points without your consent or knowledge this is an issue for QFF fraud etc to look into. I mean they would have been redeemed in a name, and since Business class is mentioned it's international(even a domestic tag would require photo ID through the terminal to board) then it's unlikely a fake name, and it could be chased down.

I still don't see how QF have "ripped you off" though.. seems like someone else has, but not QF.

However it's poor service if they're not working to resolve the issue - or at very least cancel the reward (or has the flight been taken?)

a number of unanswered questions here.
Emotional wording in thread title. Yes someone else ripped me off via Jetstar. I will definitely follow up with QFF using the fraud term to get their attention. It has definitely been difficult. Given that it has been over a year since the original loss of points I'm sure the flight has been taken. Yes, you would think if QFF had been willing to look into it when I first reported it, it would have been easy to track down the individual involved.
 
Customer Airline Advocate is also an option to follow up on your behalf.

And yes I do realise privacy is an issue but someone at Jetstar/Qantas should be aware of who took those flights and establish the relationship of that person to you.
 
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