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Missing Points Claim returning Negative Result

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wiz

Member
Joined
Jun 7, 2006
Messages
136
I'm a little annoyed and upset after having just made a call to Qantas Frequent Flyer for a missing points claim... Qantas have instead taken points OFF my account rather than crediting any!

I flew PER - CBR return, and upon checking my account, I noticed that QF hadn't credited any points for the outbound sector. When I queried this, I was told that my company had paid for the flight using a corporate discount card, which did not entitle me for any points.

Surprised by this answer I asked, "Then why had I received points for the return sector?" The attendant left me on hold for some time and returned to say that I should not have received points for that flight either, and that they would reverse it off my account! Attempting to keep my calm, I promptly said that it was me who was bringing the query to Qantas' attention, and that as a matter of principal (as in it would have otherwise gone unnoticed) Qantas should not be opportunist and instead subtract points off my account.

I further stressed that it was a Qantas error (as they kept saying I was not entitled to any points), and a "senior team member" would not assist me any further. I also asked to speak to a manager but was denied.

Can anyone give advice on how to make a successful complaint? I am fairly disgusted at the manner in which this was handled.
 

Kiwi Flyer

Senior Member
Joined
Sep 24, 2004
Messages
5,453
Oh dear. Since you didn't keep quiet about receiving mileage/SCs on a non-qualifying flight they got removed and there is no recourse (unless the flights really are qualifying for earning).

Based on the info given I do not see any point in pursuing this.
 

Dave Noble

Senior Member
Joined
Oct 10, 2005
Messages
6,419
I'm afraid I agree with kiwi. If they said that the flight was ineligable to receive miles then pointing them towards another flight which should not have received miles was an unwise move and they did what I would expect them to do. Personally I woulda kept quiet about the other flight until having verified for certain whether the fare was one that was ineligable for miles

I do not see any valid grounds for making a complaint

Dave
 

bravoecho1

Member
Joined
Sep 10, 2004
Messages
221
All depending on what class of fare the trip was on, have you considered crediting the flight to another OneWorld program. Maybe they won't pick up on the fact that the ticket was bought using a corporate card.

You may have a couple of odd points hanging around but something is better than nothing.
 

Dave Noble

Senior Member
Joined
Oct 10, 2005
Messages
6,419
bravoecho1 said:
All depending on what class of fare the trip was on, have you considered crediting the flight to another OneWorld program. Maybe they won't pick up on the fact that the ticket was bought using a corporate card.

You may have a couple of odd points hanging around but something is better than nothing.
If attempting to claim to another scheme, they will contact QF for verification of points entitlement and they will most likely send back saying it is ineligable

Dave
 

bravoecho1

Member
Joined
Sep 10, 2004
Messages
221
Dave Noble said:
If attempting to claim to another scheme, they will contact QF for verification of points entitlement and they will most likely send back saying it is ineligable

Dave
I totally agree and this is certainly a "if all else fails" option. Based on past experience this has worked 30-40% of the time.

Nothing ventured nothing gained :D
 

NYCguy

Established Member
Joined
Apr 15, 2006
Messages
1,120
bravoecho1 said:
I totally agree and this is certainly a "if all else fails" option. Based on past experience this has worked 30-40% of the time.

Nothing ventured nothing gained :D

Yeah, it's worth a try - the worst they can do is say 'no', isn't it?
 

Dave Noble

Senior Member
Joined
Oct 10, 2005
Messages
6,419
NYCguy said:
Yeah, it's worth a try - the worst they can do is say 'no', isn't it?
I do disagree here. It is thistype of thing where people deliberately try to break rules which leads to the state of affairs which people complain about at London where lounge access rules tend to be vigerously enforced.

The worst that can happen is that they find rule breaches going on and clamp down on it worse than it currently is

The best thing imo is to take advantage when accidents happen but don't start making waves that will make the overall situation worse

Dave
 

straitman

Moderator
Joined
Apr 27, 2003
Messages
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Dave Noble said:
I do disagree here. It is thistype of thing where people deliberately try to break rules which leads to the state of affairs which people complain about at London where lounge access rules tend to be vigerously enforced.

The worst that can happen is that they find rule breaches going on and clamp down on it worse than it currently is

The best thing imo is to take advantage when accidents happen but don't start making waves that will make the overall situation worse

Dave
I agree with Dave Noble on this one.
 

Reggie

Established Member
Joined
Mar 20, 2006
Messages
1,616
Dave Noble said:
I do disagree here. It is thistype of thing where people deliberately try to break rules which leads to the state of affairs which people complain about at London where lounge access rules tend to be vigerously enforced.

The worst that can happen is that they find rule breaches going on and clamp down on it worse than it currently is

The best thing imo is to take advantage when accidents happen but don't start making waves that will make the overall situation worse

Dave
Agreed, we dont more enhancements to the scheme
 
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