Original routing credits + double status credits promotion

[asdf]

Hi all,

Having some frustration with a retrospective claim for original routing credits following a significantly disrupted journey involving a cancelled QF international flight and re-routing on another (budget) carrier.

After multiple phone calls and half a dozen emails to customer care over the past fews I have finally received the original routing credits (following multiple denials), however I haven't managed to secure the double status credits attached to the reservation. I wouldn't usually care however it's the difference between WP and SG as of tomorrow.

It is additionally frustrating that I have to use a web form to submit feedback email now (frequent_flyer and customercare no longer seem to be monitored). If I haven't heard anything by the time I finish work today I will place another call but I am reluctant to do this as I am quite busy with other matters and recently hold times have been around 15 minutes on the premium line.

I am curious to know if anyone else has been in this situation and what the result was?


Cheers

 

[calmelb]

I say the best thing to do is to ring them. If you don't get someone who gives the answer you want then HUCA (Hang Up and Call Again).
Usually the premium line agents are able to understand and resolve the issue quickly.

The emails say they take 15 days to process and unless it can be a copy paste response they will take near that time. (Plus it's a lot easier explaining it over a phone call than email).

If all else fails then tweet them. They are very fast to respond there (And usually can solve your queries quickly!)

-calmelb

 

[bismarck]

I agree calling is likely to be your best bet.

I've found messaging them on Facebook can also be reasonably quick (definitely faster than email).

 

[asdf]

Ok, thanks for the advice, being a Friday afternoon I'm expecting a longer than usual wait but looks like I'm resigned to calling yet again.

I don't have twitter or facebook accounts so unfortunately not a convenient option... Do they only respond faster if you actually whinge publicly on their feed, or to direct messaging as well?

 

[calmelb]

I've had them respond quickly (Within 30 minutes) for both posts & DM's. Don't forget, it is a Friday afternoon but in VIC it's also a Public Holiday (Grand Final Eve!)

Good Luck!

 

[asdf]

No luck thus far unfortunately. I tried calling and was stuck in a loop - guess the IVR was broken. Tried again later and the same issue persisted. By the time I got a facebook account setup and sent a message I was informed in less than an hour that the nominated team only works business hours and that I should expect a reply within 15 business days...

 

[opusman]

Emails I send to [email protected] about missing SCs always seem to be actioned within a week or two.