Double the Qantas Points you earn on the ground (up to 15,000 bonus points)

[Jacques Vert]

Well the automated replies come under cover of this chap:
Jeremy Lobascher
Manager Service Delivery
Qantas Frequent Flyer Service Centre

He can be found on LinkedIn: https://www.linkedin.com/in/jeremy-lobascher-0a263027/ Premium LinkedIn members can send an InMail to him....(You would need to consider whether this is appropriate or not).

Or you could send a snail mail letter to him at 10 Bourke Road Mascot, NSW, 2020. In my case, I happen to be staying at the Holiday Inn across the road next week so I might just drop a letter in personally.

JV

I thought a referral to the ACA (Airline Customer Advocate) for the missing points might be taking my complaint a bit too seriously but in the absence of any meaningful response I felt it was appropriate. As a matter of courtesy I felt I should advise the Head of Loyalty and digital ventures division of my referral.

In relation to the missing points from Q Cash I mentioned earlier (or was it on another thread), I sent another email pointing out that I had been very patient, that my loyalty was being severely tested, and that if I didn't get a resolution within 7 days I would revert to shaming them on social media, and lodge a complaint with the ACA, Fair Trading, the ACCC, and anyone else who would listen. I also asked for 10k points as compensation for them wasting so much of my time.

My missing points showed up about 4 days later. No mention of the 10k compensation so far.

Perhaps others should try a similar strategy to get their attention.

 

[grussellt]

I get the impression that Qantas is now doing the right thing.

 

[Mr_Orange]

I get the impression that Qantas is now doing the right thing.

Really! How did you work that one out?

 

[Legoman]

I'm experiencing huge delaying tactics from Qantas too for points earnt in their shopping mall thing. They are getting very difficult to deal with. Firstly they claimed they couldn't open the PDF. When that was subequently proved to be a lie, their next excuse was that I hadn't included a proper GST tax compliant invoice. That was included on page two of the PDF, it turned out their staff aren't trained to read past page one. Next was there was no GST amount shown on the invoice. I had to explain that low value goods bought from overseas vendors don't attract GST. Then they went back to claiming my included receipt was unspecifically "invalid" for a points claim.

At this point I gave up and wasn't willing to fight it anymore, so I told them their scheme was clearly a scam and that I would report my findings to AFF for being so. I then got an e-mail back from a manager saying my account has been credited with a 2 point adjustment!

Yes, you read that right. QantasFF went to these lengths to deny a claim for two (2) points! Not kidding.

 

[grussellt]

Really! How did you work that one out?

Well Jacques Vert received his missing points and I am pleased to say that they have now looked after me.

 

[serfty]

My timeline so far:

• 24th August - Crediting for promotion - approx 12K point less than expected. Decided to wait 30 days.
• 23rd September - My Initial Query
• 25th September - Reply from Qantas Loyalty asking for e-tickets
• 25th September - My response regarding the promotion and how e-tickets are not relevant.
• 6th October - Reply from Qantas Loyalty asking for my promotion registration information.
• 6th October - My reply including Promotion registration email and T&C's.
• 17th October - Reply from Qantas Loyalty indicating the points have already posted.
• 17th October - My Reply - no they haven't - there's a shortfall of 12K+ - detail supplied.

...

No I'm not waiting until Monday.

Shortly after posting that, I received another reply a form letter:

...
Dear <serfty>,
...
The points for the double points transactions you've submitted to us have been credited to your
account. And I've reviewed the number of Qantas points and Status Credits earned for the
travels in question and can confirm that they've been calculated correctly. The number of
Qantas Points and Status Credits you earn varies depending on the airline,membership
tier, how far you fly and the fare you choose. ...

So I called and after a short hold, nicely spoke to a sympathetic agent ... they would have a response for me within three business days. ...

Timeline Continuation:

• 19th October - Form Letter
• 19th October 'phone Conversation "reply within three business days"
• 20th November - Another attempt, referencing all previous SR's and with a new one being generated.
• 21st November - Reply "we're unable to investigate your claim for Double Qantas Points as we have not received any supporting document" - Bulldust!
• 21st November - Submit complaint with Airline Customer Advocate, reference number received.
• 1st December - Call from Qantas "Executive Relations" in Sydney - case to be referred to "Loyalty", 'phone contact provided.
• 4th December - Email from ACA, referring Qantas call/email from Sydney and to get back within 7 days if no further reply.
• 11th December - Called Sydney 'phone number - Qantas contact was going to chase up Loyalty; missed a 6pm call from Qantas Contact, voice message left saying to call next day.
• 12th December (Early Afternoon) - Called Qantas contactand left message to call back. Later an email from ACA enquiring as to status, emailed back status along with info re waiting for call.
• 12th December (Late afternoon) - Call from Qantas Contact, Loyalty had agreed to credit about 85% of claim - apparently due to 13th June Cutoff and discounting further credit. On checking my QFF account those points were there!
• I explained/referred to T&C which indicated both 13th June and 13th July in different ways.
• Finally, I was advised the remaining points would be credited.
• 13th December - Remaining points were there this morning! After some further email interaction with ACA, online the case is now showing as "Close" [sic].

Happy Dance!

In case anyone else needs it, attached is a text copy of the T&C's of the promotion - I don't have a screen shot.

In itself the promotion points (incorrect as they were) credited on 24th August indicate I had registered for the promotion properly.

 

[mini2]

Good to hear serfty, I might escalate my missing points with ACA in the new year.

 

[awaywithfairies]

Good to hear serfty, I might escalate my missing points with ACA in the new year.

I'm still getting the run around re my points claim. I recently emailed, asking about progress of my claim. The reply email asked me to send my flight booking details and copy of my boarding pass!

I sent an email with some fairly plain and direct language, indicating that I am on the verge of lodging a complaint with the ACA if it doesn't get resolved by Christmas...

 

[Mr_Orange]

Timeline Continuation:

• 19th October - Form Letter
• 19th October 'phone Conversation "reply within three business days"
• 20th November - Another attempt, referencing all previous SR's and with a new one being generated.
• 21st November - Reply "we're unable to investigate your claim for Double Qantas Points as we have not received any supporting document" - Bulldust!
• 21st November - Submit complaint with Airline Customer Advocate, reference number received.
• 1st December - Call from Qantas "Executive Relations" in Sydney - case to be referred to "Loyalty", 'phone contact provided.
• 4th December - Email from ACA, referring Qantas call/email from Sydney and to get back within 7 days if no further reply.
• 11th December - Called Sydney 'phone number - Qantas contact was going to chase up Loyalty; missed a 6pm call from Qantas Contact, voice message left saying to call next day.
• 12th December (Early Afternoon) - Called Qantas contactand left message to call back. Later an email from ACA enquiring as to status, emailed back status along with info re waiting for call.
• 12th December (Late afternoon) - Call from Qantas Contact, Loyalty had agree to credit about 85% of claim - apparently due to 13th June Cutoff. On checking my QFF account those points were there! I explained/referred to T&C which indicated both 13th June and 13th July in different ways. Was advised the remaining points would be credited as a courtesy.
• 13th December - Remaining points were there this morning! After some further email interaction with ACA, the case is now "Close" [sic].

Attached is a text copy of the T&C's of the promotion - I don't have a screen shot.

The fact that I had an initial credit on 24th August indicates I had indeed registered for the promotion properly.

What a palaver, but at least you got there in the end. QF Loyalty are doing themselves many disservices at the moment with the way they are running promotions and treating people.

 

[serfty]

What a palaver, but at least you got there in the end. QF Loyalty are doing themselves many disservices at the moment with the way they are running promotions and treating people.

What got me finally to go elsewhere for a solution was this response which in part was simply wrong and the remainder having nothing to do with my issue:

...
Dear <serfty>,
...
The points for the double points transactions you've submitted to us have been credited
to your account. And I've reviewed the number of Qantas points and Status Credits
earned for the travels in question and can confirm that they've been calculated correctly.
The number of Qantas Points and Status Credits you earn varies depending on the
airline, membership tier, how far you fly and the fare you choose. ...

 

[Mr_Orange]

What got me finally to go elsewhere for a solution was this response which in part was simply wrong and the remainder having nothing to do with my issue:

...
Dear <serfty>,
...
The points for the double points transactions you've submitted to us have been credited
to your account. And I've reviewed the number of Qantas points and Status Credits
earned for the travels in question and can confirm that they've been calculated correctly.
The number of Qantas Points and Status Credits you earn varies depending on the
airline, membership tier, how far you fly and the fare you choose. ...

Ha, ha, ha. This completely epitomises the quality of the customer service centre since it was moved offshore!

 

[Strategic Aviation]

What got me finally to go elsewhere for a solution was this response which in part was simply wrong and the remainder having nothing to do with my issue:

This year the email team seem to be doing their damndest to not assist, to the point where you think it's actually even deliberate.

Very unfortunate as they were useful in the past - they rarely replied (which isn't great) but actually took care of the matter.

 

[Pleb Status]

Looking at my QF FF activity statement tonight, I noted that at the end of March 2018, QF appears to have credited my account with another 15000 points for this promotion. This would appear to be on top of the 15000 points I received the first time around...

 

[serfty]

No... They have stuffed up transaction display order.

Select by month.

Your points balance is likely correct.

 

[Pleb Status]

No... They have stuffed up transaction display order.

Select by month.

Your points balance is likely correct.

The activity date states 27 Mar 2018.

I now note however that the QF website states that 'We're currently updating our systems. This may result in some incorrect entries on your statement. However your total Qantas Points balance is accurate.'

So most likely a false alarm. I apologise....

 

[RichardMEL]

Yes I had this too. No balance change. I think just housekeeping in their system. Also had entries for "EXPIRED POINTS" with 0 totals. Just part of the upgrade/changes. Confused me a little bit until I saw the 2017 date notes then realised it was this promo)