No status credits or Flyer points for cancelled Qantas flight rebooked by Q on JQ

[Pushka]

A few weeks ago MrP was on the Qantas flight HBA to Melbourne that was cancelled for operational reasons. Qantas rebooked the flight on JQ and he was then left "stranded" but accommodated by Qantas in Melbourne for the next flight in the morning to Adelaide.

Status credits and points and bonus points appeared for the other flights around that booking (on Qantas) but a "locate missing points" request has returned a 0 status credits for the JQ flight and 0 frequent flyer points. This request was done online and then followed up with a phone call.


Just wondering what business model thinks it is OK to do this?

 

[moa999]

Suspect because the default JQ booking class does not award points (only the Plus/Max fares do)

You could call up and ask for Original Routing Credit (ORC) for HBA-ADL, but would then expect they would remove the MEL-ADL flight (obviously YMMV)

 

[mannej]

I suggest you call and ask for ORC, as generally QF are quite good at dealing with these types of issues, even if it requires a manual intervention.

 

[markis10]

I suggest you call and ask for ORC, as generally QF are quite good at dealing with these types of issues, even if it requires a manual intervention.

Agree, won't be a issue with the right words

 

[DC3]

.... You could call up and ask for Original Routing Credit (ORC) for HBA-ADL, but would then expect they would remove the MEL-ADL flight (obviously YMMV)

I read the booking(s) as HBA-MEL-ADL. ORC request would be for HBA-MEL. MEL-ADL has posted without any issues.



Edit: I just email the ORC request with copies of the boarding pass (and original e-ticket, if necessary)

 

[nlagalle]

Happened to me, just emailed the boarding pass and original PNR number requesting and Original routing Credit and was all good.

 

[Pushka]

I suggest you call and ask for ORC, as generally QF are quite good at dealing with these types of issues, even if it requires a manual intervention.

Yes, we've tried that. The phone call resulted in another request to receive lost credits and came back today as 0.

They could see all the original bookings, and cancelled flight, and rerouted flight in their system. They have all the details online and they confirmed they can see them.

 

[medhead]

Yes, we've tried that. The phone call resulted in another request to receive lost credits and came back today as 0.

They could see all the original bookings, and cancelled flight, and rerouted flight in their system. They have all the details online and they confirmed they can see them.

You need to ask for an original routing credit for the flight you didn't take, not the jetstar flight.

 

[eosphoros]

You need to ask for an original routing credit for the flight you didn't take, not the jetstar flight.

Yes. The point is is that you are not asking for points and status credits for the Jetstar flight. You are asking for the points and status credits you would have received had the flights been taken as originally booked and paid for​.

 

[DC3]

Why not just email QF your ORC request and the details (and e-ticket if you have it), rather than wasting your time trying to explain it all on the phone, multiple times, and then getting nowhere?

 

[medhead]

Email is certainly the path of maximum outcome. Customer care form with:

"I was booked of Flight QF1234 on date, biking reference. The flight was cancelled due to technical problems and I was moved to a jetstar flight (could say it didn't earn even if that's not relevant). I would like an ORC for QF1234. Please advise when the ORC will credit to my account."

 

[Pushka]

Yes. The point is is that you are not asking for points and status credits for the Jetstar flight. You are asking for the points and status credits you would have received had the flights been taken as originally booked and paid for​.

Yes, and I explained all that to the operator. She said she couldn't do it for the original flight as it was not flown.:shock: We obviosuly dont have a BP for that flight. And she was the one who put in the claim through qantas for the JQ flight. It took two weeks but it has come back today as a 0 0.

Maybe it is part of simpler and fairer.

 

[DC3]

Email is certainly the path of maximum outcome. Customer care form with:

"I was booked of Flight QF1234 on date, biking reference. The flight was cancelled due to technical problems and I was moved to a jetstar flight (could say it didn't earn even if that's not relevant). I would like an ORC for QF1234. Please advise when the ORC will credit to my account."

+1. Perfect.




Edit: Ignore spellcheck.

 

[Pushka]

Yes. The point is is that you are not asking for points and status credits for the Jetstar flight. You are asking for the points and status credits you would have received had the flights been taken as originally booked and paid for​.

Yes, and I explained all that to the operator. She said she couldn't do it for the original flight as it was not flown.:shock: We obviosuly dont have a BP for that flight. And she was the one who put in the claim through qantas for the JQ flight. It took two weeks but it has come back today as a 0 0.

Maybe it is part of simpler and fairer.

Email is certainly the path of maximum outcome. Customer care form with:

"I was booked of Flight QF1234 on date, biking reference. The flight was cancelled due to technical problems and I was moved to a jetstar flight (could say it didn't earn even if that's not relevant). I would like an ORC for QF1234. Please advise when the ORC will credit to my account."

I will try that route now.

 

[eosphoros]

Yes, and I explained all that to the operator. She said she couldn't do it for the original flight as it was not flown.:shock: We obviosuly dont have a BP for that flight. And she was the one who put in the claim through qantas for the JQ flight. It took two weeks but it has come back today as a 0 0.

Oh okay. I guess she was not properly trained. I have not had that situation before (though I have only asked for ORC twice).

 

[Pushka]

Is this the correct email address?

[email protected]

I know I have already lodged one of those online contact form a couple of weeks ago (in addition to the "claim my missing points" one!)

 

[medhead]

Is this the correct email address?

[email protected]

I know I have already lodged one of those online contact form a couple of weeks ago (in addition to the "claim my missing points" one!)

Probably. I usually use the web form here: Customer Care Feedback Form

 

[Pushka]

Probably. I usually use the web form here: Customer Care Feedback Form

Yep, tried that, and no response as of two weeks later. Even aquire responded faster re another matter.

 

[DC3]

I guess that you've checked your Activity Statement in your QFF account? The reason that I ask is that on the few occasions that I've emailed QF for ORC, I never did receive a reply, but the ORC always appeared within a couple of days of my email.

 

[Pushka]

I guess that you've checked your Activity Statement in your QFF account? The reason that I ask is that on the few occasions that I've emailed QF for ORC, I never did receive a reply, but the ORC always appeared within a couple of days of my email.

Yep. Saw this today.

Now this is for the JQ flight which is the only way we were told on the phone that we could get the missing points. They knew the original flight was on Qantas and had been cancelled by Qantas and rebooked by Qantas on JQ.