Help! Points for QR flight not credited. Still being accused of lying.

[mamunr]

Hi all,

I flew QSuite on 25 February and triple checked that my VA Velocity number was on the booking. Triple checked the fare type (I paid in cash) is eligible. All above board.

Indeed the boarding passes had the numbers on them.

Points weren't credited.

Waited the 14 days to lodge a claim.

System said I received points in another program and that I can't double dip?? This is not true at all. I checked my QF and QR accounts in case I accidentally received points. Nothing.

My wife and daughter don't even have other frequent flyer accounts apart from VA, which makes this all the more ridiculous.

I attached the boarding passes and expressed my frustration given I'd done everything right.

I get a reply again accusing me of "double dipping" and then requesting that I contact Qatar Airways with a letter confirming that they've reversed the points. Awful customer service, no apology, just assuming I got the points and asking me to 'reverse' non-existent points.

And anyway like I said I have a QR account, but my wife and daughter don't so I actually don't know what to do for them!

Anybody who's been in this situation, can you give me some advice?

It was a QSuite flight on a D fare which I paid good money for, and should be credited in excess of 20k points for the 3 of us based on the tables on the VA website.

 

[tdimdad]

While frustrating, perhaps the easiest way through this is to get a message from QR FF program to confirm that the said flights have not been credited to your account there. Then resubmit your claim to VFF with the letter included.

The status benefits are broken into multiple categories (status points vs mileage vs benefits, etc) and perhaps the VFF system has confused those and thought that the mileage & point categories in the systems have automatically gone to QR FF.

 

[Mwenenzi]

FT thread. You are not alone in this problem. The ME3 are not know for good service on the ground ~ in the back office
-->FF# being replaced on Qatar Account - FlyerTalk Forums

 

[oz_mark]

The likely issue is that it has been creditted somewhere. You really need to go through QR to find out where.

 

[mamunr]

FT thread. You are not alone in this problem. The ME3 are not know for good service on the ground ~ in the back office
-->FF# being replaced on Qatar Account - FlyerTalk Forums

This would explain a lot. Such a shame with such a world class product they can't get these things right.

 

[muppet]

Thanks for the heads up, avoid QR

 

[andye]

Thanks for the heads up, avoid QR

Trouble is, they are so good in the air

 

[p--and--t]

Trouble is, they are so good in the air mostly

* corrected (pretty good but have failures in service like other airlines)

 

[SYD]

* corrected (pretty good but have failures in service like other airlines)

Even their attempt at AI appears to have been a fail….

Meet Sama, the world's first AI digital human cabin crew - FlyerTalk Forums

Qatar Airways | Privilege Club - Meet Sama, the world's first AI digital human cabin crew - Not too difficult to get Sama to give conflicting information. In a simple chat, I was able to get her to say that Qatar both offers a First Class cabin on the Amsterdam route, and that Qatar does not...

www.flyertalk.com

Why bother? Unless Sama can fix the crediting of points problems…

 

[jase05]

I agree, QR are mostly great to fly with but their ground service is pretty apalling and even as a QR Platinum I’ve found their call centres quite lazy and unhelpful. If something goes wrong you are pretty much on your own.
I‘ve had a couple of poor experiences with them to the point where I just gave up in the end and didn’t chase them up for what I should have

 

[bcworld]

The likely issue is that it has been creditted somewhere. You really need to go through QR to find out where.

Velocity retro claim gave me the same message when doing a claim for United...claimed in another program.

United confirmed for me that that was absolutely not the case, the only number against my booking was Velocity. I also had the boarding passes showing VA number.

Velocity continued to claim I was attempting to double dip. In a call one day the Velocity rep suddenly went quiet then told me to no longer liaise with United (as Velocity had asked me to)...it seemed pretty clear the problem was on the Velocity end. I got the sense this was almost like a generic error they return even if the issue is something different.

Took me two months to resolve.

BUT, yes...I have also seen numerous reports that suggest something untoward is going on in QR customer services to attempt to steal miles. And it seems bogus Velocity accounts are often the method used.

 

[CorporateFlyerMEL]

I have same issue current - flew QR and had VA in booking on 4 flights. First 2 credited, last 2 did not. VA number on boarding passes. Was an issue accessing a third party lounge that would not accept VA gold, so I showed QF plat card for flight 3 - I think at that point the agent changed the FF number to QF for flights 3 and 4. Trouble is that the fare class in non-QF earning...

 

[mamunr]

I have same issue current - flew QR and had VA in booking on 4 flights. First 2 credited, last 2 did not. VA number on boarding passes. Was an issue accessing a third party lounge that would not accept VA gold, so I showed QF plat card for flight 3 - I think at that point the agent changed the FF number to QF for flights 3 and 4. Trouble is that the fare class in non-QF earning...

Thanks mate. So did VA/QR end up resolving it? Were the boarding passes with VA numbers sufficient?

 

[mamunr]

Velocity retro claim gave me the same message when doing a claim for United...claimed in another program.

United confirmed for me that that was absolutely not the case, the only number against my booking was Velocity. I also had the boarding passes showing VA number.

Velocity continued to claim I was attempting to double dip. In a call one day the Velocity rep suddenly went quiet then told me to no longer liaise with United (as Velocity had asked me to)...it seemed pretty clear the problem was on the Velocity end. I got the sense this was almost like a generic error they return even if the issue is something different.

Took me two months to resolve.

BUT, yes...I have also seen numerous reports that suggest something untoward is going on in QR customer services to attempt to steal miles. And it seems bogus Velocity accounts are often the method used.

What do you suggest that I do to resolve it? It appears my issue is very similar, someone probably stole my miles.

VA have admitted that my flight should have earned VA miles but are escalating with QR to confirm. That's where we are at now.

 

[RSVKanga]

Imagine the absolute outrage here and elsewhere online if this issue happened with QF-EK and you’re accused of “lying” by them. This thread would have had at least 40 pages and be on the top of the forum list for at least six months!

But since it’s VA-QR, everything is fine! Nothing to see here.

The truth about the VA-QR partnership is that it has major gaps and inconsistencies in crucial areas such as points flow, and the only point of the VA-QR partnership is to symbolically provoke Qantas, not genuinely serve the Australian travelling public.

This partnership was never designed to be genuine from the beginning, it was rushed by QR and screams of primary school playground revenge against QF for partnering with EK, rather than something professional and beneficial.

 

[bcworld]

Do you feel better now?

If unscrupulous agents in QR customer service are involved in stealing miles it says nothing about the QR/VA partnership. Other accounts I've seen of this the victims were not intending to credit to VA and you can be sure they are still going to have a very difficult time getting the situation resolved, if at all.

 

[CorporateFlyerMEL]

the whole lack of knowledge of outstations (being airports not in Au or Doha) in relation to lounge access for VA holders is a real fail.
The fact that lounge access or status is not shown on the boarding pass means there is constant confusion and argument at lounge entries. Why cant QR do what EK does for QF FF or what SQ does for VA FF and simply print the equivalent status of the VA passenger under their own program on the BP?
In Doha it is not an issue as a scan of the BP reveals access - but outstations or third party operated lounges it is a mess...

 

[bcworld]

the whole lack of knowledge of outstations (being airports not in Au or Doha) in relation to lounge access for VA holders is a real fail.
The fact that lounge access or status is not shown on the boarding pass means there is constant confusion and argument at lounge entries. Why cant QR do what EK does for QF FF or what SQ does for VA FF and simply print the equivalent status of the VA passenger under their own program on the BP?
In Doha it is not an issue as a scan of the BP reveals access - but outstations or third party operated lounges it is a mess...

This is the nature of most of VA's partnerships...not just QR. Lounge access arrangements vary for each and every partner and Velocity Gold and Plat will often find themselves having to negotiate lounge access...and then conversely you'll find Velocity Gold and Plat trying to negotiate themselves access to lounges they have no entitlement to enter!

 

[CorporateFlyerMEL]

Thanks mate. So did VA/QR end up resolving it? Were the boarding passes with VA numbers sufficient?

yes - now has been processed - did send in pictures of the QR boarding pass with VA number on stub, a second boarding pass the stub had been taken on boarding, so thought this was going to be an issue - but both flights now credited.

 

[RooFlyer]

This partnership was never designed to be genuine from the beginning, it was rushed by QR and screams of primary school playground revenge against QF for partnering with EK, rather than something professional and beneficial.

Wow. It really bugs you that after Qantas and Emirates renewed their partnership, QR moved onto the next available partner in Australia, being Virgin.

so tell us - given that the Qantas and Emirates were partners ( thereby blocking Qantas-Qatar )what type of partnership professional and beneficial would you suggest QR to have done?