Ongoing battle to get status credits and points to post. This was in business class.

[dragonman]

Flew LATAM in December. EZE-SCL-IPC-SCL-JFK. Eventually (after mailing pictures of boarding passes) they all post except one. The leg from SCL-IPC. Today I see this on my activity page - UNSUCCESFUL INVALID AIRLINE CODE LA 841 SCL-IPC.


Anyone have any ideas on what to do next?

 

[Anna]

Re: Ongoing battle to get status credits and points to post. This was in business cla

If it was me, after first double checking that the fare code etc qualified for SCs, I would ring QFF for an explanation or re-credit and would keep ringing until I got someone who sounded like they really know what they are talking about when they explained why the claim should be unsuccessful.

 

[Strategic Aviation]

Re: Ongoing battle to get status credits and points to post. This was in business cla

The helpline will most likely refer you to [email protected].

Email them to request review of the flight in question, attaching the e-ticket and boarding pass. You can also state how many points and status credits you believe the flight should have earned based on the booking code and route.

 

[MickC32]

Re: Ongoing battle to get status credits and points to post. This was in business cla

I flew PER to LGW wit EK a few years ago, my QF number was on the booking and I was allowed lounge access all the way so obviously the system knew I was flying etc.

3 of the 4 legs were credited to my FF account with no issue. The last leg DXB to PER never appeared on my flight history. I sent a query and was rejected as they had no record of me on the flight. Queried again, same response. Appealed through the email address, same response. I gave up.

2 years later the points appear on my statement, no SC though.

Weird!

 

[mviy]

Re: Ongoing battle to get status credits and points to post. This was in business cla

If you fly under an EK flight number there are no SCs only a reduced number of points. If you fly under a QF flight number you should get both SCs and points.

 

[dragonman]

Re: Ongoing battle to get status credits and points to post. This was in business cla

Spoke to someone at Qantas today. Despite two rejections for "invalid Airline code", it turns out that they could not read the photo of the boarding pass, go figure.
So I re-sent it and then called them and got them to verify they could see it. The claim is i will be called within the next few days.

 

[Danger]

Re: Ongoing battle to get status credits and points to post. This was in business cla

I've had this "No record of travel" rubbish, too. With Qatar. It's all the more ridiculous because when claiming QR flights online you have to provide the ticket number.

 

[Strategic Aviation]

Re: Ongoing battle to get status credits and points to post. This was in business cla

Despite two rejections for "invalid Airline code", it turns out that they could not read the photo of the boarding pass, go figure.

Wonderful customer service!

 

[RichardMEL]

Re: Ongoing battle to get status credits and points to post. This was in business cla

Spoke to someone at Qantas today. Despite two rejections for "invalid Airline code", it turns out that they could not read the photo of the boarding pass, go figure.
So I re-sent it and then called them and got them to verify they could see it. The claim is i will be called within the next few days.

"We can't read the photo so we'll just reject out of hand" rather than "oh, we can't make out the details here.. let's contact the customer and let them know..."

sigh.

 

[bmam]

Re: Ongoing battle to get status credits and points to post. This was in business cla

I had a similar problem recently with a business class flight on Aer Lingus from DUB/BOS. I appreciate no SC but I had read on the QF website that as a "partner airline" I was entitled to FF points flying EI. It took four attempts of posting copies of boarding pass etc to finally get the points credited. One trip, with two Air Berlin flights HEL/TXL/BUD, I apparently wasn't on the planes! Funny, I distinctly remember sitting in a red and white aeroplane flying to Berlin and in another to Budapest. Perhaps it was only a dream? Three months to sort that one out! So much for OW and "partner" airlines.

 

[dragonman]

Re: Ongoing battle to get status credits and points to post. This was in business cla

The promised phone call eventually arrived and the points/SCs were correctly credited. One piece of advice I would have is when you get a boarding pass, use your phone and take a picture of it. It made resolution of this mess a lot easier.

 

[cwphoto]

Re: Ongoing battle to get status credits and points to post. This was in business cla

Calling them seems to help. I had an ORC rejected a couple of times via email, apparently because the email system compromised the attached image.

Called them, talked them through the ORC claim - they processed it on the spot.

 

[Vic]

Re: Ongoing battle to get status credits and points to post. This was in business cla

"We can't read the photo so we'll just reject out of hand" rather than "oh, we can't make out the details here.. let's contact the customer and let them know..."

sigh.

Indeed. Matches a recent missing points claim I put in with Qantas. Used the webform, which has no place to upload a copy of the boarding pass. I was expecting a phone call or email to request evidence. Instead logged in one day to see my activity statement said "claim rejected - no record of travel". An email to the address posted earlier in thread with the board pass attached and bit of sarcasm - "REALLY? No record of travel. That's probably why I submitted the claim in the first place" = points posted 24 hours later.

Qantas used to contact to clarify. Comments here suggest they just reject the first claim now. It probably saves them a few points when people give up. Helped by not giving the option to provide evidence with the claim.

 

[Danger]

Re: Ongoing battle to get status credits and points to post. This was in business cla

As noted I too have had two rejected for no record of travel. I emailed the two boarding passes and 10 days later they emailed back wanting a copy of the e-ticket.

 

[aplmac]

Re: Ongoing battle to get status credits and points to post. This was in business cla

I flew Aer Lingus from Glasgow - Dublin return in December last year. I included my QFF number on the booking (or so I thought), and it's just for the points no SC on this partner airline. (I do have my physical boarding passes to hand). Anyway, come beginning February nothing had shown up in my account.

I tried the main points claim in my QFF account - Aer Lingus code isn't an option. Tried the webform, and waited, nothing. Phoned the FF Customer Service line - as I'm Lifetime Bronze I was on hold for over half an hour, so had lunch etc. Call was finally picked up (NZ?) and she just took my flight numbers and dates down, and said take a look back in three weeks. Actual conversation took all of two minutes! Didn't ask for boarding pass scans or anything. Anyhow, a week later 2 x 200 points credited to my account.

After all, points are points...Gotta Catch'em All!