Max Bundle - didn't get the qantas points or status credits

[ramflyer]

Hi. Just wondering if anyone else has an issue with Jetstar Max Bundle fares and have incorrectly received a Jetstar voucher when they requested QF points on the booking.

I recently completed a flight DPS-SIN with the family on a max bundle and selected to receive QF points for all of us on Max fare and provided QFF details. I did not select to receive Jetstar Vouchers on the booking.

After flight, received a Jetstar voucher and called Jetstar as that wasn't what we selected. Initially Jetstar said that i got the voucher because that is what i selected. I advised them that is not what was selected on my booking. Also highlighted, that my QFF details have been included in the booking, so clearly, selected QF points as when you selected for vouchers you can't include your QFF details. Also, checked their website and it confirmed that if you ask for vouchers, they won't include your QFF details in booking.

Agent then advised there may be an issue with their system and as the vouchers have been issued they can't give points now. Seems misleading to give a voucher when i asked for points for the booking. Would have thought people use max bundles to collect points/sc, so a little frustrated getting a voucher.

Anyone have a similar issue?

RFLY

 

[kangarooflyer88]

Just to clarify, your flight wasn't operated with JetStar per-se but JetStar Asia? What I can say having booked now many dozens of JQ flights, mostly on Max fares is that I've not once received a voucher instead of points, albeit once or twice I had to follow up with QF when the JQ flights didn't post to my account for frequent flyer points and status credits. A couple possibilities might explain what is going on here. First, the JetStar Asia system could have struggle dealing with multiple frequent flyer accounts tied to one booking (even if it's for different passengers). Second there could be a glitch in someone's frequent flyer details entered (i.e. name on booking doesn't exactly match QFF profile) causing the crediting engine to take the "safe" route and issue vouchers for everyone.

What I would do if I was you (and I'm not you by the way) would be to treat this as flight activity missing from your QFF membership. File a claim for missing points with them by phone and have them sort this one out. If JetStar Asia comes back with the nonsense that they issued the vouchers simply tell QF you have proof that you selected the QF points instead, and it was a technical error on their part.

-RooFlyer88

 

[Kiwi_Flyer]

Does your boarding pass show the code qff?

 

[ramflyer]

Just to clarify, your flight wasn't operated with JetStar per-se but JetStar Asia? What I can say having booked now many dozens of JQ flights, mostly on Max fares is that I've not once received a voucher instead of points, albeit once or twice I had to follow up with QF when the JQ flights didn't post to my account for frequent flyer points and status credits. A couple possibilities might explain what is going on here. First, the JetStar Asia system could have struggle dealing with multiple frequent flyer accounts tied to one booking (even if it's for different passengers). Second there could be a glitch in someone's frequent flyer details entered (i.e. name on booking doesn't exactly match QFF profile) causing the crediting engine to take the "safe" route and issue vouchers for everyone.

What I would do if I was you (and I'm not you by the way) would be to treat this as flight activity missing from your QFF membership. File a claim for missing points wi Kath them by phone and have them sort this one out. If JetStar Asia comes back with the nonsense that they issued the vouchers simply tell QF you have proof that you selected the QF points instead, and it was a technical error on their part.

-RooFlyer88

Hi kangarooflyer88.

The flights were on Jetstar Asia.

I checked and the QFF details were included in the booking. Don't believe the details were incorrectly included as i do checked them and from what i see on the email invoices it looked okay.

We had previously booked Max fares pre-pandemic and always got the points.

I have gone ahead with raising a claim for missing points as you had suggested.

Hopefully there is a positive outcome.

Post automatically merged: Dec 10, 2022

Does your boarding pass show the code qff?

Hi Kiwi_flyer.

Checked and the boarding passes did not include the QFF details.

But they were included in the email invoices and receipts when we made the bookings.

 

[Hampton Mike]

It seems to be a bit hit and miss. I booked MAX bundles:

JQ17 1/12 MEL-HKT - no points/SCs yet arrived (although my partner has got hers, after claiming) - my claim is lodged
3K 11/12 HKT-SIN - points/SCs arrived automatically on 13/12 (my partner hasn't got hers yet)
JQ8 11/12 SIN-MEL - points/SCs arrived automatically on 13/12 (my partner hasn't got hers yet)

 

[upupandaway]

Hi. Just wondering if anyone else has an issue with Jetstar Max Bundle fares and have incorrectly received a Jetstar voucher when they requested QF points on the booking.

I recently completed a flight DPS-SIN with the family on a max bundle and selected to receive QF points for all of us on Max fare and provided QFF details. I did not select to receive Jetstar Vouchers on the booking.

After flight, received a Jetstar voucher and called Jetstar as that wasn't what we selected. Initially Jetstar said that i got the voucher because that is what i selected. I advised them that is not what was selected on my booking. Also highlighted, that my QFF details have been included in the booking, so clearly, selected QF points as when you selected for vouchers you can't include your QFF details. Also, checked their website and it confirmed that if you ask for vouchers, they won't include your QFF details in booking.

Agent then advised there may be an issue with their system and as the vouchers have been issued they can't give points now. Seems misleading to give a voucher when i asked for points for the booking. Would have thought people use max bundles to collect points/sc, so a little frustrated getting a voucher.

Anyone have a similar issue?

RFLY

This same thing has just happened to me on a 3K flight with QFF SC/points selected. My QFF number is seen on the original booking ticket. Online chat with jetstsr suggests I selected the voucher option, which is patently untrue. Were you able to get the correct outcome via the QFF service centre?


I need my SC's by the end of March.

 

[kangarooflyer88]

This same thing has just happened to me on a 3K flight with QFF SC/points selected. My QFF number is seen on the original booking ticket. Online chat with jetstsr suggests I selected the voucher option, which is patently untrue. Were you able to get the correct outcome via the QFF service centre?


I need my SC's by the end of March.

I have had one or two JQ flights where the points and SCs didn't post. I didn't bother following up with the jokers at JQ and instead simply filed a missing points request by filling out this form.

-RooFlyer88

 

[upupandaway]

I have had one or two JQ flights where the points and SCs didn't post. I didn't bother following up with the jokers at JQ and instead simply filed a missing points request by filling out this form.

-RooFlyer88

hi RooFlyer,
Thanks for your reply. Yes I have done this too, and usually had no issues getting the correct outcome via the QFF phone service centre. However in this instance I received a Jetstar credit voucher, when clearly I did not select it. As was the case with the OP.

What was your outcome ramflyer?

 

[ramflyer]

This same thing has just happened to me on a 3K flight with QFF SC/points selected. My QFF number is seen on the original booking ticket. Online chat with jetstsr suggests I selected the voucher option, which is patently untrue. Were you able to get the correct outcome via the QFF service centre?


I need my SC's by the end of March.

A frustrating process when I had clearly requested SC and supplied my QFF details on the JQ booking even when they told me I hadn’t done so.

In the end I made a claim for missing points and it took over a month for the SC to finally come through.

It seems to take ages for SC to credit when you aren’t flying QF. Still awaiting JAL flight credits from end Jan and have been following up with them.

 

[kangarooflyer88]

hi RooFlyer,
Thanks for your reply. Yes I have done this too, and usually had no issues getting the correct outcome via the QFF phone service centre. However in this instance I received a Jetstar credit voucher, when clearly I did not select it. As was the case with the OP.

What was your outcome ramflyer?

Do you still have your boarding pass for that flight? If so, check it and see what acronyms appear on it. If it says QFFP then you should have received QF points and status credits.

 

[upupandaway]

My 3K boarding passes did not say QFFP which is what raised the alarms. I have booked bundles many times over many years and this is the first time it’s happened to me. I am 100 percent certain I selected QFF points/SC when booking - indeed I don’t see anyway the original e ticket can show my QFF number (which it does) without selecting QFF points/SC. 2 days later I received a dreaded 3K gift voucher for less than AUD15 equivalent, but in a foreign currency relevant to the departure point of the 3K flight.

I argued with Jetstar til I was blue in the face. Thankfully QFF service centre credited the points manually after about 3 phone calls.

 

[kangarooflyer88]

I argued with Jetstar til I was blue in the face. Thankfully QFF service centre credited the points manually after about 3 phone calls.

It is good to see that QFF finally credited you the points and status credits you earned for that flight.

One question I do have for the community and I don't think it's discussed elsewhere is whether this "glitch" where you receive a voucher instead of QF points/status credits is unique to JetStar Asia (3K) or if it is across the JetStar portfolio? Certainly I have flown JQ flights before where the points and status credits didn't land and needed to call it in, but never have I received a voucher in lieu of the points which leads me to believe that this very much could be an IT issue tied specifically to 3K.

-RooFlyer88

 

[upupandaway]

I agree with you - i think it’s 3K only. Never had a missing QFFP on a JQ boarding pass.How to prove it, i am not sure…

 

[Kiwi_Flyer]

I've never received JQ voucher in lieu of points.

Reminds I need to chase again. 2 weeks ago qff assured me they would be posted soon when I chased a couple of flights that didn't credit. Still not credited.

 

[AIRwin]

Points and status credits just posted for my flight on Monday

 

[Kiwi_Flyer]

I may have to chase up a 2nd time. JQ flights from early Mar still not posted.

 

[jrfsp]

Just had the same issue....definitely selected points. Will put in a claim and see what happens

 

[LadyC]

Adding to others experience, have also had this happen to me. The Jetstar agents I have corresponded with have outright lied about it to me. As noted by others, you can't include your QFF number on booking unless you select getting QF points as your 'reward.' Good to know others have had success with eventually getting QF to credit the points and SCs. Hopefully I will also!

 

[LadyC]

Just to close out my earlier post - I submitted the claim on line via the QFF portal and received the SCs and points within a few days (no need to provide boarding pass or anything else).

 

[nancypants]

I have two questions for those who have successfully resolved this
1) what code ends up on the boarding pass instead of QFFP?
2) do you keep the voucher also?!