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

[awaywithfairies]

Another phone call. It was answered but the reply was "there are a lot of requests for this bonus points promotion which are awaiting validation". No completion date available.

I've only just started the bonus points query process. I received an email from Qantas yesterday saying "please ring this phone number" but have yet to ring. Sounds like it will be a fun process!

 

[awaywithfairies]

I've only just started the bonus points query process. I received an email from Qantas yesterday saying "please ring this phone number" but have yet to ring. Sounds like it will be a fun process!

A quick summary of my particular situation: I received 2 x bonus points (1 x 5000, 1 x ≃ 3000). So I was missing one month of points.

I rang Qantas this morning. The staff member I spoke to could see something on the computer system that acknowledges I'm missing "a month and a half" of bonus points but the particular department that deals with it is closed on Saturdays. She suggested that if I don't see anything in the next week or so, then ring back on a weekday. I'm semi-happy that there at least seems to be something happening but am not holding my breath for a quick resolution!

 

[grussellt]

It seems that Qantas is reluctant to part with any more points in this promotion. My wife has a string of emails which includes three requests for a copy of registration information (all answered with a copy provided) and a request for flight details (!). I have simply been told to wait until the appropriate team member in loyalty completes the allocation. That's after being told earlier in October the points will post in 3-5 days. Not good.

 

[junbugging]

It seems that Qantas is reluctant to part with any more points in this promotion.

This is becoming a game-changer for me. I've always been a tad obsessive about chasing points whether for ORCs, JASAs, or whatever, and QFF have always done the right thing. I've never met with this amount of friction before. Still 25,000 points at stake between the two of us, and I am no longer at all confident they will be credited.

- Partial points credited: proves eligibility
- Over 5,000 points earned and received within each of the three stated periods: 5,000 points (the maximum) to be credited for each period
- Three sets of <5,000 points credited on August 24: clear-cut shortfalls

 

[grussellt]

I checked some of the terms of this offer and confirmed:
" All bonus points earned as part of this promotion will be credited into your account within 10 weeks of the promotion end date."
This is well and truly passed.
I also found the following LINK with the note:
"2 This offer is only valid for the intended recipient and is not transferable. This means the offer cannot be shared or forwarded. Qantas Frequent Flyers not specifically targeted for this offer may still be able to register, however, will not be eligible to receive the bonus points."
This may suggest that members who received no points have a fail on their hands but doesn't explain why some have received all points and other members only partial allocations.
I don't think the saga is over.

 

[junbugging]

This is the first time QFF haven't done the right thing by me even after I've chased them up... and it's completely clear-cut.

 

[Mr_Orange]

This is the first time QFF haven't done the right thing by me even after I've chased them up... and it's completely clear-cut.

Same for me with the 2000 points for the account update. Now, we don't even have Red Roo to help out!

 

[lovetravellingoz]

Qantas absolutely appalling here.

We have lodged with them 4 Accounts.

On all 4 back in Sept you get a response of:

Thank you for contacting the Qantas Frequent Flyer Service Centre.

This is an automated acknowledgement of your email. Due to our current high volumes, it might take us longer than we’d like to respond but please be assured we're working hard to do so as quickly as we can.

A member of my team will personally attend to your email. Your reference number is SUCKA12345678.
etc etc blah bah...


Qantas = Lies from Thieves and Rogues

All examples are clear cut. ie some accounts received the bonus for epiqure spend and some not.

Coming Qantas are you really serious in not following up yet after 2 whole months?

 

[grussellt]

Qantas absolutely appalling here.

We have lodged with them 4 Accounts.

On all 4 back in Sept you get a response of:

Thank you for contacting the Qantas Frequent Flyer Service Centre.

This is an automated acknowledgement of your email. Due to our current high volumes, it might take us longer than we’d like to respond but please be assured we're working hard to do so as quickly as we can.

A member of my team will personally attend to your email. Your reference number is SUCKA12345678.
etc etc blah bah...


Qantas = Lies from Thieves and Rogues

All examples are clear cut. ie some accounts received the bonus for epiqure spend and some not.

Coming Qantas are you really serious in not following up yet after 2 whole months?

 

[grussellt]

There seems to be a parallel between the unsatisfied "no 2000 points for details update" and the current thread. In our case (wife and myself) after several months of stonewalling by meaningless (and sometimes repeated) questions and requests for information QFF is trying another tactic: total silence. We're only missing a little over 7000 points between us but QF appears unlikely to want to part with any more and even more unlikely to provide a reason.

 

[Jacques Vert]

There seems to be a parallel between the unsatisfied "no 2000 points for details update" and the current thread. In our case (wife and myself) after several months of stonewalling by meaningless (and sometimes repeated) questions and requests for information QFF is trying another tactic: total silence. We're only missing a little over 7000 points between us but QF appears unlikely to want to part with any more and even more unlikely to provide a reason.

And I'm having similar problems with a Qantas Cash promotion. 15 weeks and am still missing points even after they sent an email saying they had been allocated to my account. And now ignoring my emails.

 

[junbugging]

So where is a complaint best directed? QFF isn't QF, so I guess the Airline Customer Advocate doesn't really have jurisdiction...

 

[Mr_Orange]

So where is a complaint best directed? QFF isn't QF, so I guess the Airline Customer Advocate doesn't really have jurisdiction...

A letter to the CEO of QLoyalty, however I was refused the information (name and address) when I asked for it. I was told I could write my complaint to [email protected] - pointless, since I know it will be ignored like just about every other email I have ever sent to that address. It always took Red Roo to get these things sorted.

 

[mannej]

A letter to the CEO of QLoyalty, however I was refused the information (name and address) when I asked for it. I was told I could write my complaint to [email protected] - pointless, since I know it will be ignored like just about every other email I have ever sent to that address. It always took Red Roo to get these things sorted.

For part of that information, Google is your friend...

Meet Our Top Industry Talent - Our People | Qantas Loyalty

 

[grussellt]

For part of that information, Google is your friend...

Meet Our Top Industry Talent - Our People | Qantas Loyalty

The appropriate address is styled [email protected]. (using the correct name, of course).

 

[dairyfloss]

The appropriate address is styled [email protected]. (using the correct name, of course).

There's no underscores in the e-mail addresses of my direct contacts at QF...

 

[grussellt]

If you use a "." the email bounces.

 

[Jacques Vert]

So where is a complaint best directed? QFF isn't QF, so I guess the Airline Customer Advocate doesn't really have jurisdiction...

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

 

[grussellt]

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. Completing the online ACA form is not too painful (Flight # - I inserted not applicable) and there is a box to tick for Loyalty complaints. Email correspondence can be saved to a file and attached. I note that other members in different threads are taking the same stance

 

[Mr_Orange]

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. Completing the online ACA form is not too painful (Flight # - I inserted not applicable) and there is a box to tick for Loyalty complaints. Email correspondence can be saved to a file and attached. I note that other members in different threads are taking the same stance

Good for you. Sadly, I have no evidence (i.e. screenshots) of the 5x account updates I did for 2000 points a piece. 2 chat sessions were unable to be saved and the last phone call was pointless.