Jetstar too slow with Points

[Svenc]

1 month to the day and despite missing point claims and a letter to Mr Joyce, I still do not have my QFF points for a Business Max return trip to HNLfrom SYD. This will impact on my Tier status review. I rang QFF Service today and the lady I spoke to was great - very helpful, but also aplogetic that Jetstar has fallen way behing in points notifications. When we lodge a missing points claim, QFF sends a confirmation request to Jetstar internally - but apprently Jetstar is no quicker wven when dealing with Qantas data requests. I have since supplied scans of boarding passes etc - seems the fastest resolution isto take Jetstar out of the equation. Shame, because the actual Business Max flights on JQ3 and JQ4 were good - for the price I was very happy - the meals were good, I took my own movies on a tablet as I dont like the devices they use. The Cabin crew were excellent and the wines etc quite acceptable.
Has anyone else experienced the tardy points transfer with Jetstar?

 

[djfuzz]

Lol @ Business 'Max'. Pull the other one Jetstar. Doesn't surprise me of course - was on the phone with them for over an hour trying to sort out a simple web booking that was being stymied at their end by a server error and they still tried on charging me above the web rate until I pushed back a fair bit.

Yes it does seem to be a recurring issue, and there is another thread about it somewhere. Had the same situation as you with WP retain for SWMBO, though that was on slightly less disingenuous Star Class fares. Interestingly, no issues for me on the same PNR and no issues with the outbound leg - just inbound. QFF very kindly said its a JQ problem (different airline when it suits) and once the missing points claim had been successfully processed she'd be back to WP - but of course, until then she was SOL and she'd be bumped down to SG. Luckily she doesn't fly as often as I, if the roles had been reversed I would not have been happy.

Bottom line is you should eventually get your points and retain your status, but be prepared to put in some time and possibly do without your current status until it's sorted.

 

[Svenc]

Agree - fortunately Virgin did the staus match so I get to fly with them as a Gold member. Qantas's loss. Very true your comment that when it suits them, Jetstar is a a different airline.

 

[ric_melb]

I hate to "disagree" but on my flights MEL/SIN/MEL my points posted within 3 days.
Domestic points have been in similar time frame.
I sympathise when points don't post in a timely manner, but I don't believe its par for the course.

 

[straitman]

I hate to "disagree" but on my flights MEL/SIN/MEL my points posted within 3 days.
Domestic points have been in similar time frame.
I sympathise when points don't post in a timely manner, but I don't believe its par for the course.

I do not have many JQ experiences as I try to avoid them. For the few recent experiences I've had it has all worked without issue.

 

[mannej]

All but one have been fine this year, however still waiting on one from the 15th of November. Missing points claim a week later, but still waiting.

How long can one expect to be waiting for with these extended period claims?

 

[Awesom Andy]

I had a claim on 3K a couple of months back. Sent the missing point claim 2 weeks after the flight manually (they don't have 3K in the online form). No replies for 2 weeks, and sent a follow up. The points appeared a week after that.

 

[DeKa]

My Jetstar points (JQ3) posted within 1 day this week.

 

[TheInsider]

Why would you write to the Qantas CEO over a points issue?

 

[Svenc]

Why would you write to the Qantas CEO over a points issue?

Well, it worked. Go straight to the top. Movers and shakers got the issue resolved.
Not only that, since I sent a hard copy, I actually got an email response from Mr Joyces exceutive with a "CC" and the executive email address - so that unpublished email address is now in my posession. Hopefully with plain sailing from now on I'll never need to use it.

 

[DeKa]

My Jetstar points (JQ3) posted within 1 day this week.

I spoke too soon. My JQ4 (return flight) points still haven't posted nearly a week later.

 

[turtlemichael]

I'm now at a little over 3 weeks since filling out the on line QF form for a JQ flight HNL-SYD. I had one last year which posted before I got home from the airport! They are all over the shop. I haven't chased up yet as the timing is not critical for renewal or anything so I'll see how long they take.

Doesn't anyone in QF care that this sort of delay is a very bad look for QF too?

 

[mannej]

My advice from QF is that it can take between 6-8 weeks for JQ to process and that's where the hold up is...

 

[DeKa]

I spoke too soon. My JQ4 (return flight) points still haven't posted nearly a week later.

My points from JQ4 on 3 January still haven't posted (I know it's not the 6-8 weeks!) although my JQ3 points posted almost immediately.

I complained on Qantas.com on 10 or 11 Jan and had a call back the next day, asking me to scan my boarding passes and send by email. I complained at the same time on Jetstar, and just had a call (7pm or so, Sunday evening) which was to inform me that QFF points *never* post automatically, and passengers must always log in to Qantas Frequent Flyer after travelling and "claim missing points". I said that is wrong, as my outbound flight saw the points post automatically. The guy who called me didn't respond to that - he just repeated that I would need to log in and claim the points.

I did so, but received an error that the points claim has already been logged (as I assume QFF customer service did this on my behalf).

Red Roo, can you help?
You said here in Feb 2011 that the problem was fixed. Clearly it is not.

 

[pyffii]

My points for JQ3 were posted 3 days after travelling but our JQ4 flight on January 11 still hasnt posted...Have actioned the missing points with QFF online last week and we shall see just how long it will take to post...It spoils what was otherwise a nice and enjoyable flight back to OZ

 

[Hvr]

Thurs 12 Jan J* MEL-SIN
Mon 16 Jan 3K SIN-BKK
Fri 20 Jan 3K BKK-SIN
Sat 21 Jan J* SIN-MEL

All points and status credits have posted.

Well done J* and QF.

 

[pyffii]

8 family members travelled JQ3 and JQ4...All received SC's and points from JQ3 after 3 days but to date none of our family group has received SC's or points from our HNL-SYD flight of January 11th...Very interesting to see that some J* flights have posted quickly but it also seems that there is a constant delay with JQ4 HNL-SYD

 

[Awesom Andy]

Thurs 12 Jan J* MEL-SIN
Mon 16 Jan 3K SIN-BKK
Fri 20 Jan 3K BKK-SIN
Sat 21 Jan J* SIN-MEL

All points and status credits have posted.

Well done J* and QF.

Are our expectations these days so low that, if points and status posted the way it is supposed to work in the first place, it deserves a "well done"?

 

[serfty]

Still waiting for Jan 9/10 flights. Have now put in manual claim.

 

[DeKa]

I'm just lucky I didn't pay extra for these points! I booked and paid for these flights as StarClass before the change to Business / BusinessMax, so my StarClass fare was changed to BusinessMax.