Problem with QF points posting to AAdvantage

[adrian]

I am wondering if this is happening to other people.....

A few months back I flew 3 QF J flights on an AA-issued DONE4. When the points didn't post to my AA account I lodged a claim, and when they still didn't post 30 days later, I called Aadvantage Customer Service to follow it up. I was told that QF had rejected the claim, stating that the points had already been posted to a QF account.

I checked my QF account, and no, the points hadn't posted there. I never use my QF number for anything, and make sure not to put it in my booking at any time - learnt from experience a few years back.... I don't even have a physical QF card anymore.

Anyway, it took a few weeks and about 3 more phone calls, but eventually someone at AA Customer Service did an override, and manually entered the flights (using slightly different dates, so as not to clash with anything), so that I got the points and qpoints etc.

So..... 2 months ago I took the final flight on that ticket (QF SYD-JNB), and when checking in I asked QF if they could see any other f/f number in there, and they said that they couldn't. Of course the points didn't post, and the claim has also been rejected by QF stating that the points had already been posted to another account. Here we go again....

Now, I would normally think that my ticket is **%$#ed and somehow somebody else's QF number got mixed up with my ticket. Except that I have had another QF flight since then, DXB-LHR, and the same thing has happened. But this time it was a completely different ticket. Could I be this unlucky?

My partner also travelled on my final QF flight DXB-LHR, and his claim came back with the same response - QF telling AA that the points had already been credited to a QF account.

So, 6 separate flights, 3 separate tickets, 2 different pax, and each time the points haven't credited to AA because QF has told AA the points posted to a phantom QF account.

This seems to me to be too much of a coincidence, and I figure it must be happening to other people too.....

It is a real pain to get fixed. I am on the threshold of 150k qpoints, so I am keen for the bonus points. My partner is just under 100k qpoints, so is pretty interested to know if he'll requal for EXP this year....

 

[Isochronous]

Wonder if it is a deliberate QF policy to avoid sending cash to partner airlines.

 

[Mwenenzi]

Is your first-middle-surname exactly the same in your AA profile as is the reservation?
Many USA companies like/expect a middle intial

 

[NM]

I have 2 QF-operated flights with AY flight numbers pending credit to AA (submitted on-line and now waiting the 30 days). I will post back here if it comes back rejected for the same reason. I expect AA will have contacted AY who will in turn have contacted QF. The 4 other AY flights on the same ticket all posted ok. I am now on a similar itinerary and expect I will have to submit on-line claims again.

 

[NM]

Is your first-middle-surname exactly the same in your AA profile as is the reservation?
Many USA companies like/expect a middle intial

No middle initial in my profile nor in any of my flight reservations, and i have had plenty of QF flights post correctly in the past.

 

[adrian]

All tickets were booked thru AA, using our Aadvantage numbers as the name reference, so I doubt it is that (the middle-initial thing). And we've had probably around a hundred QF flights credit to AA in the past, and have never had this issue before (certainly, some haven't posted without a follow up, but have never been told that they have already credited some QF account)

 

[adrian]

Since this has happened I have spoken with probably 5 Aadvantage customer service staff, and none of them gave me any indication that it something that happens a lot with QF flights.... but really, it has to be more than a co-incidence....

 

[NM]

I wonder if you ask them to tell you which FF membership number was credited?

Of call QFF and provide them the QF booking reference and ask them if the flight was credited to an FF membership.

I wonder if there is a manual process somewhere that needs the AAdvantage number typed in by someone and they mistyped it? I know I have seen some lounge staff type my AA number with an "O" instead of a zero when entering a lounge.

 

[NM]

Might be worth keeping an eye on this FT thread. Same symptoms from LAN flight crediting to AAdvantage.

LAN refusing credit (AA) for flight - FlyerTalk Forums

 

[adrian]

I wonder if you ask them to tell you which FF membership number was credited?

Of call QFF and provide them the QF booking reference and ask them if the flight was credited to an FF membership.

I wonder if there is a manual process somewhere that needs the AAdvantage number typed in by someone and they mistyped it? I know I have seen some lounge staff type my AA number with an "O" instead of a zero when entering a lounge.

I called QF this morning. I only asked them about one of the bookings, but he was quite helpful and he looked throughout the complete history of the booking, and said that there has only ever been one f/f number attached to this whole ticket, and it was my AA number. There was definitely no QF number in the booking, nor had there ever been. He couldn't give any explanation as to why QF was rejecting the claim, and suggested I go back to AA... :-|

I should also add, that the correct Aadvantage number appears on all of the boarding passes....