How to claim missing points for Flight when Qantas will not help?

[slinky123]

Hello everyone,

Our family travelled to Tokyo via Singapore on 31 March, the Singapore leg was a Japan Airlines flight with a Qantas flight number. I paid for the 4 flights as Economy Saver. Both legs have an economy "M" flight code.

The return flight was Tokyo to Melbourne was a reward flight for all 4 of us. ( Flight type X)

We were not paid any points for the 2nd leg Singapore to Tokyo. ( Flights are listed as award flights when we clearly paid for them, my credit card was debited and no points were deducted. )
One family member was not paid any points for the Melbourne to Singapore Leg.

I tried to claim on line and the message was "Rejected due to having already received points". This is not the case as points have only been given for the Melb - Singapore leg and only 3 out of 4 of us too, eventhough we are on same ticket.

I phoned the frequent flyer centre and the overseas call centre stated that she could not help me since she did not make the bookings. What use is the frequent flyer call centre if they cannot resolve points issues. She was rude also and would not listen at all.

Does anyone know who I could contact to obtain the missing points?

Many thanks

 

[serfty]

Have you recorded the dates/times and other information from your contact attempts. SR Numbers?

You can try emailing [email protected].

If you can't get resolution then try this The Airline Customer Advocate (ACA)

 

[downgraded]

Have you recorded the dates/times and other information from your contact attempts. SR Numbers?

You can try emailing [email protected].

If you can't get resolution then try this The Airline Customer Advocate (ACA)

Have you tried calling again?
Same happened to me recently (a mixed sale/reward flight came through with zero points and credit earn), but I explained my flight history showed incorrect reward vs cash flights, pointed out the "reward flight" was actually a sale fare and should have had SCs and points. The missing points were refunded within an hour.
That was the WP call centre though.

 

[KitKat]

Do you have the boarding passes? Take a photo/scan
Do you have the email confirmation and receipt of the revenue ticket (to show that it's not an award ticket)? Forward this and the scanned boarding passes to [email protected]

 

[slinky123]

Thanks so much to all of you for the advice. I have email confirmations of the receipt, plus I have screenshot my credit card statement showing the payment to "Qantas". I shall email all that to them and with any luck they can fix it.
I'm not WP, so it will probably take much longer, still, long as it gets resolved is all I want. The missing status credits for my daughter will get her very close to gold so she really wants those.