Claiming points and SCs with QF

[SooziQu]

I bought flights from MEL-MCY return for my partner and I with my AMEX QF credit, travelling 1-4 April. I added both our QFF numbers in the booking. Parter is WP and I'm a lowly silver.

Partner's points and SCs were added to his account within a day or two of travel and mine didn't appear. I went online to claim missing points and kept getting an error message after I'd entered the required information (checking and re-checking booking reference). We rang the call centre using his QFF number as we knew we'd get through quicker. Lo and behold in answered almost immediately. The lovely lass, Sam, looking up the booking, could see our names and QFF numbers and our travel details. She submitted the claim for me and all was well. So you'd think?

Later that night I get an email saying the the claim was unsuccessful due to no match with name or flight! What the hell? The same flight my partner had accompanied me on and already received points and SCs for. Within an hour I received another email saying that the claim had been submitted and I'd be notified if it was successful.

I'm totally confused. Here we were giving credit for the quick answer and lovely service on the phone (a complete rarity today as you all know) and then bam! We don't get off that easily.

Has anyone else had similar troubles claiming missing points?

 

[ChrisMars]

If the names and flight are correct, you will get the SC, eventually, at the cost of some efforts. You might need to call again. The QFF team is separate to the booking team, so normally you will get through quickly. Service is reasonably good in my experience.

Question: could it be that the first email (unsuccesfull) is the result of one of your online form submission that ended with an error? Saying that because you got this second email that could be the result of Sam.

Overall, I would wait a week to see if the second email turns into SC, and call back again.

 

[SooziQu]

If the names and flight are correct, you will get the SC, eventually, at the cost of some efforts. You might need to call again. The QFF team is separate to the booking team, so normally you will get through quickly. Service is reasonably good in my experience.

Question: could it be that the first email (unsuccesfull) is the result of one of your online form submission that ended with an error? Saying that because you got this second email that could be the result of Sam.

Overall, I would wait a week to see if the second email turns into SC, and call back again.

Yes Chris, my partner thought the same although I tried about 7 times unline and couldn't get it to even 'submit' before the error message came up. I'll wait and see what happens. I've never had to chase points that I've had my QFF number attached to before, they've always just turned up. As the partner's did. Damned annoying.