MH Flight Discount J (Z Class) - QF Point Dramas

[ChrisCunard]

Argh nothing is ever easy! The wonders of One World! A bit of a rant so please stay with me

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I had return MH flights - PER-KUL-CDG. Booked and gave them my Qantas FF number. It was a Business Class fare. The name on the booking matches my QF profile exactly. The QF number is recorded on the booking and is shown on the itinerary.

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I get to the airport, check in - all good.
I go to the Qantas Club - am told that I can't get in (OW Emerald / QF Platinum) because there is no QFF number shown on my boarding pass.
I show my Platinum card - the man there very nicely suggested I go to the MH lounge to get the QFF number added to the boarding pass to ensure I get points.
I go to the MH lounge (which in PER is a total joke by the way). Hand over boarding pass and card and am told to wait.
20 mins later the lady comes over and tells me that the name on the booking doesn't match the QFF number.
This is wrong... plain and simple, given both match my passport and I wouldn't have been able to check in had they not (??).
I show her the supporting documents and she asks me if I want to speak to her boss about it.
I speak to her boss who seems to oblivious so One World that she doesn't realize Qantas and Malaysia are part of the same alliance.
I give up - go back to the QF Club.
I am let in, the man there tells me to make a retro claim once I return if the points don't show - easy done.
Just to be sure I call MH and confirm, then double confirm with them that the QF number is correctly recorded on the booking - yes, I am told, twice!

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Flights went well - on an aside, MH J isn't as good as QF J. The lay flat beds on MH A380 aren't flat, and aren't as comfortable as Qantas' Skybed II. However, given QF have abandoned PER-LHR in their own right, it's fine, and was far cheaper than a EK / QF combo.

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On returning, no points appear on the statement, so I make a retro claim as suggested.

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Today I get this:

15 JUL 13	CLAIMED ON ANOTHER FF SCHEME MH 124 ECONOMY 28JUN13 PERTH/KUALA LUMPUR	-	-	-	0	0
15 JUL 13	CLAIMED ON ANOTHER FF SCHEME MH 020 ECONOMY 28JUN13 KUALA LUMPUR/PARIS	-	-	-	0	0

So my question to Qantas... what other FF scheme have I claimed this on? I am not a member of any other OW scheme, don't have Enrich and the QF numbers were in the booking, with no other numbers recorded on the booking.

Does anyone have any advice how to over come this problem?

And also, what's the point of an alliance when the airlines have absolutely no idea how to interact with each other (rhetorical perhaps).

Part of the joy of Business Class and indeed Platinum membership is life is supposed to be easier, not harder - yes I know - first world problem.

Anyways... rant over - I've sent off a letter but I really find the lack of ease in these things frustrating (as you can probably tell).

 

[oz_mark]

Going out on a limb, but were you on a 'Z' class fare?

I'd give them a call.

If you were on 'Z' class fare, then they may even know about all these dramas already

(the message is likely from MH, and it reflects the likely case that you had already claimed it on QF)

 

[ChrisCunard]

Ah! YES it was Z Class - what does that mean?

Good idea - will call

 

[oz_mark]

Z class has been problematic from day 1.

Everything else seems to flow through fine (and often on Tuesdays!)

 

[ChrisCunard]

Just called them - no help at all... I need to send boarding passes to get points, but they're not sure what happens if boarding passes are lost?!

 

[Danger]

I go to the Qantas Club - am told that I can't get in (OW Emerald / QF Platinum) because there is no QFF number shown on my boarding pass.
I show my Platinum card - the man there very nicely suggested I go to the MH lounge to get the QFF number added to the boarding pass to ensure I get points.

Just to confirm, are you saying that even though you are oneworld Emerald, you were not permitted to the Qantas lounge because your boarding pass didn't show that, despite you producing your oneworld Emerald card?

I've had a similar experience just in the past few days. I had two flights with MH in J. Originally, my QF number was in the booking. When I checked in online I changed to my AA number and that printed on both boarding passes. Despite that, the flights credited to QF. Additionally, one displayed as 'Discount Economy' when it was Business in Z class, while the other Z class posted fine. And one of the two flighs was between Australia and KUL but still posted as 1 for 1, not 0.75 for 1 as the QFF table says it should.

 

[serfty]

Just called them - no help at all... I need to send boarding passes to get points, but they're not sure what happens if boarding passes are lost?!

Maybe try "hang up and call again" or it's time to PM Red Roo ...

 

[straitman]

Maybe try "hang up and call again" or it's time to PM Red Roo ...

I go with the time to PM Red Roo suggestion.

 

[Finale]

Just called them - no help at all... I need to send boarding passes to get points, but they're not sure what happens if boarding passes are lost?!

The only way to get points/SCs on qantas if you lose MH boarding pass is to obtain a confirmation letter from MH.

Don't call MH. They won't be able to do anything. I was transferred to so many departments including First Class and none of them could help. Was told to send an email to customer service.

Send an email to [email protected]. Ask them for a confirmation letter that you were on the flights. I sent an email in the morning and they gave me a confirmation letter on the same day.

Then send that letter to [email protected].

 

[opusman]

Just to confirm, are you saying that even though you are oneworld Emerald, you were not permitted to the Qantas lounge because your boarding pass didn't show that, despite you producing your oneworld Emerald card?

Actually, being Emerald should have been irrelevant - if travelling in J on a OW airline you are entitled to use any OW business lounge anyway.

 

[ChrisCunard]

Just to confirm, are you saying that even though you are oneworld Emerald, you were not permitted to the Qantas lounge because your boarding pass didn't show that, despite you producing your oneworld Emerald card?

I've had a similar experience just in the past few days. I had two flights with MH in J. Originally, my QF number was in the booking. When I checked in online I changed to my AA number and that printed on both boarding passes. Despite that, the flights credited to QF. Additionally, one displayed as 'Discount Economy' when it was Business in Z class, while the other Z class posted fine. And one of the two flighs was between Australia and KUL but still posted as 1 for 1, not 0.75 for 1 as the QFF table says it should.

I'm thinking perhaps he was trying to help me by suggesting I get the points issues sorted with adding my QF details to boarding pass. But certainly wasn't offering entry until I had done that (wasn't really a choice). But on reflection he was probably just trying to help.

 

[ChrisCunard]

The only way to get points/SCs on qantas if you lose MH boarding pass is to obtain a confirmation letter from MH.

Don't call MH. They won't be able to do anything. I was transferred to so many departments including First Class and none of them could help. Was told to send an email to customer service.

Send an email to [email protected]. Ask them for a confirmation letter that you were on the flights. I sent an email in the morning and they gave me a confirmation letter on the same day.

Then send that letter to [email protected].

Super. I've just done that

 

[ChrisCunard]

I go with the time to PM Red Roo suggestion.

The team at QFCustomercare on twitter helped. I got a call back in 15 mins. The QFF service centre requested boarding passes to sort issue.

 

[Major]

Have a look at http://www.australianfrequentflyer....sian-airlines-qff-earn-table-47103-5.html#top.

The posts from Red Roo on the last page has the solution

 

[Danger]

Actually, being Emerald should have been irrelevant - if travelling in J on a OW airline you are entitled to use any OW business lounge anyway.

Exactly, which was the reason for seeking clarification because it didn't read that way and, it turns out, it wasn't:

I'm thinking perhaps he was trying to help me by suggesting I get the points issues sorted with adding my QF details to boarding pass. But certainly wasn't offering entry until I had done that (wasn't really a choice). But on reflection he was probably just trying to help.

Roughly how long ago was this? We had a very active thread about this very situation domestically.

 

[michaelj]

I had a similar experience flying MH from MEL to CDG return in late May, early June. I handed my QFF card over at check in, so the details were on the boarding pass and I had no problems with lounge access at MEL, KUL or CDG. However, when I arrived home I kept an eye on my QFF account and when teh points had not been credited after a month or so I claimed the missing points. I was not that surprised with the delay based on other AFF reports.

What did surprised me was that my outward flights were subsequently credited, but I got the same "claimed on another program" message that the OP reports for my inboind flights. I called the QFF platinum line and was told that this was a relatively common glitch with MH flights. I needed to forward a copy of both boarding pass and e-tickets for the missing segments. My PA then received a call from QFF saying they had made a manual input to credit the points and SC within a few hours of her emailing the boarding passes etc.


Clearly, anyone flying MH needs to look after tehir boarding passes and keep a watch on their account.

 

[dairyfloss]

Recent 'Z' class J flights (4 of them) for me also didn't show up in QFF after the quite typical 'Monday following' timeframe... thankfully I was aware before departure of the issue with these, and hung onto BPs until credited following my request to the QFF service centre. Y flights a few weeks earlier were fine.

Cheers.

 

[ChrisCunard]

Okay well by way of follow up, the Qantas team on Twitter are legendary. They've sorted this for me and the points are now posted.

Just a query - does the amounts look correct to you for Z class Business seats:

17 JUL 13	MH 125 DISCOUNT ECONOMY 10JUL13 KUALA LUMPUR/PERTH	1,950	-	-	1,950	100
17 JUL 13	MH 021 DISCOUNT ECONOMY 09JUL13 PARIS/KUALA LUMPUR	4,873	-	-	4,873	160

It says discount economy rather than Business?

 

[dairyfloss]

Okay well by way of follow up, the Qantas team on Twitter are legendary. They've sorted this for me and the points are now posted.

Just a query - does the amounts look correct to you for Z class Business seats:

17 JUL 13	MH 125 DISCOUNT ECONOMY 10JUL13 KUALA LUMPUR/PERTH	1,950	-	-	1,950	100
17 JUL 13	MH 021 DISCOUNT ECONOMY 09JUL13 PARIS/KUALA LUMPUR	4,873	-	-	4,873	160

It says discount economy rather than Business?

Not sure about the Discount Economy reference, but if in Z with those routes you should see full business SCs, but earn miles at 0.75 per 1 mile. This, according to the QF Partner Airline Earning table.

 

[oz_mark]

The discount economy reference is common. The important bit is that the the 100SC for PER-KUL is correct.