Promotional SC's/Points not posting or posting incorrectly!

[Pushka]

From a recent promotion? It gets very confusing discussing multiple promotions in the same thread.

Double SCs for the flights with the original promotion earlier this year have been posting within 2-3 days.

This is a query about the promotion as detailed in the first post from blackcat which is not the original one.

 

[jomar]

I booked during the September DP/DSC promotion and flew LHR-xMEL-CHC on September 21st and the reverse on October 12th. The normal points and SC posted soon after the flights.

The double status credits for all these flights have just posted, as have the double points for the long LHR-MEL legs. Only the QP for the shorter trans-Tasman legs are still missing, so I guess I can chase these up after the original six weeks have passed if they're still missing.

Huzzah!

 

[pjm99au]

Most of my DSC’s from the September promotion also posted over night. From what I can see I’m missing 2 flights which are on the same PNR as flights which have posted which is strange but the bulk have come through

 

[Himeno]

The double SCs for the first 2 flights of this trip came through today.
However it has posted one flight as 20 SC instead of 40.
First flight was booked on QF1520 which became unserviceable with most pax moved to other flights and I was moved to QF1484, thus ending up with a Y seat instead of the booked J. I put an ORC request in for that, which came through (they added the J credit/point amount then removed the Y earn for that flight, rather then just add the difference like they did the last time I had to get an ORC in 2013).

Would they add the other 20 SC later, or am I going to have to chase it up?

Does this DSC offer cover QF codeshares, or just QF operated? (eg, would I get it for QF3100 yesterday)

 

[kermatu]

Would they add the other 20 SC later, or am I going to have to chase it up?

Pretty sure you will need to chase.

 

[jomar]

Does this DSC offer cover QF codeshares, or just QF operated? (eg, would I get it for QF3100 yesterday)

For the September one, for DSC it had to be QF-operated (email said "Eligible Flight [...] means any Qantas marketed and operated domestic or international flight where Status Credits are normally earned"). For DP, it could be QF- or EK-operated international on certain routes.

The fine print in the email also said these bonus SCs "do not count towards Loyalty Bonus [etc]". Nonetheless, my profile page is now congratulating me on earning a loyalty bonus for hitting 540 QF/JQ SCs -- 180 of which are these bonus SCs. Hmmm... IT error in my favour?

 

[jomar]

Alas, 5000 fewer double points for me than I thought it was going to be...

I booked a couple of Europe to New Zealand trips during this September promotion, and flew the first one in September/October (LHR(-xDXB)-xMEL-CHC // WLG-xMEL(-xDXB)-LHR, all QF metal and flight numbers). The DSCs all posted in late October, but the double points posted only for the LHR-MEL &vv legs.

The fine print on the Double Points part of the offer was

An Eligible Flight for the purpose of the double Qantas Points offer means any Qantas marketed international flight which is operated by Qantas or Emirates with a QF flight number on your ticket, for travel between London or Europe (via Singapore, Dubai or Perth) to Australia or New Zealand; and Singapore or Dubai, where Qantas Points are normally earned.​

It occurred to me that the trans-Tasman double points might have been intentionally omitted, so I emailed QFF who helpfully confirmed that CHC and WLG are not in Europe so what was I thinking?! However it seems to me that this itinerary constitutes travel from London via Dubai to New Zealand so all legs should be eligible for double points. The QFF Service Centre said that idea was too complicated for email so I should ring them.

I'm not sure whether to bother trying to chase this further. I can see why they might consider only the Europe-Australia portion to be included. But if these trans-Tasman legs (as part of an itinerary like mine) are not supposed to also be in the offer, why does the fine print state "or New Zealand"? Is it even possible to fly from Europe to New Zealand on QF flight numbers without going via Australia?

There is EK448 DXB-AKL, but I don't think it has a QF codeshare and certainly the qantas.com booking engine has never offered it to me. There are the various EK DXB-MEL/SYD/BNE-CHC/AKL one-stop flights, but their DXB-Oz and Oz-NZ halves have different QF codeshare flight numbers, so would presumably be in the same category as my QF10/QF133 pair in being considered a separate-enough trans-Tasman leg. Hmmm...

 

[Himeno]

I got double points for LHR-DXB-LHR, but the points listed for the double point is less then the point earn on the actual flight posting.

 

[RichardMEL]

I got double points for LHR-DXB-LHR, but the points listed for the double point is less then the point earn on the actual flight posting.

Could it be that there's no status bonus applied to DPs? That's usually what happens with these promos.
as in the original flight credit includes any status bonus.

 

[Strategic Aviation]

The QFF Service Centre said that idea was too complicated for email so I should ring them.

QFF have comprehensively beaten out of me any notion that email offers a clear, straightforward and convenient way of making and resolving enquiries.

Their typical response time has been 1-2 weeks and unfortunately IME this year they've proven themselves to be grossly incompetent, even with the simplest matters spelled out in black and white. Either that or they are willfully misconstruing things.

They've also told me to call (about enquiries that aren't remotely complicated), and that's clearly what I should have done from the beginning. No idea why they even have the email address since they're so committed to not providing customer service via it.

 

[serfty]

I'll be hitting the following web site in the coming week in relation to a different (grossly stuffed up) promotion:

Airline Customer Advocate - Home

It costs the carrier much more than the points value for each claim. It may result in better CS going forward if they get a flood of 'em.

 

[Pushka]

So no DSC to anyone yet?

 

[Strategic Aviation]

It costs the carrier much more than the points value for each claim.

Can you clarify what you mean by this?

 

[serfty]

Can you clarify what you mean by this?

I believe the carrier pays a fee for every accepted (at least) claim regardless of the outcome.

 

[Strategic Aviation]

The carrier pay a fee for every accepted (at least) claim regardless of the outcome.

Interesting, I don't recall seeing mention of that before. Can you provide a reference?

If that is the case, then we should all be using the ACA much more (once reasonable efforts have been exhausted of course).

 

[serfty]

Interesting, I don't recall seeing mention of that before. Can you provide a reference?
...

I have been looking - my research is in the early days and all I can find is that it is funded by the participating airlines.

Is it worth making a complaint about an airline?

 

[grussellt]

I have been looking - my research is in the early days and I'll I can find is that it is funded by the participating airlines.

Is it worth making a complaint about an airline?

I agree it's worth making a referral as I seek missing points from "the double the QF points earned on the ground (up to 15,000 points)" thread.

 

[Strategic Aviation]

I have been looking - my research is in the early days and I'll I can find is that it is funded by the participating airlines.

I hadn't previously seen any suggestion of fee-per-claim funding but it's possible (similar to the TIO from memory). Though the participating airlines would presumably have preferred a simple fixed salary or fixed contribution model, clearly capping their liability.

Is it worth making a complaint about an airline?

Thanks, interesting article.

Forty per cent of the complaints lodged with the service in 2014 were left unresolved at the end of the year, and the time it took to resolve complaints went from 14.9 days in 2013 to 18.3 in 2014.

And there was a higher proportion of unresolved complaints by the end of calendar year 2016 - 497 out of 1,038 or 47.88%. So the success rate is little better than 50% ...

 

[jomar]

I booked a couple of Europe to New Zealand trips during this September promotion, and flew the first one in September/October (LHR(-xDXB)-xMEL-CHC // WLG-xMEL(-xDXB)-LHR, all QF metal and flight numbers). The DSCs all posted in late October, but the double points posted only for the LHR-MEL &vv legs.
[…]
I emailed QFF who helpfully confirmed that CHC and WLG are not in Europe so what was I thinking?! However it seems to me that this itinerary constitutes travel from London via Dubai to New Zealand so all legs should be eligible for double points. The QFF Service Centre said that idea was too complicated for email so I should ring them.

The saga continues…

After the same thing happened on my similar December outbound journey (DSCs and DPs posted much faster than in Sep/Oct though!), I have just taken them up on their suggestion to telephone them.

This time around, I have been told that the reason why my MEL-CHC and WLG-MEL flights did not get double points is that… … …they are ineligible because they were operated by our subsidiary JetConnect, so they were not operated by Qantas or Emirates as required for the offer.

I pointed out that AFAIK all Qantas trans-Tasman flights are operated by JetConnect, so could he please explain how to travel to New Zealand within the conditions of the offer? "We don't have that information, you'd have to talk to reservations."

Five minutes after I hung up, I realised that: (a) the QFF operator had agreed that my Dec BNE-CHC sector was appropriately given DSCs; and (b) the QFF operator said my other trans-Tasman sectors were ineligible for DP due to being operated by JetConnect. However the DSC offer also required flights to be operated by Qantas, and BNE-CHC was also operated by JetConnect. So apparently JetConnect both is and is not Qantas.

It's not so many points in total, but I'm quite annoyed now. Seems like time for the ACA, which it appears I can refer a complaint to even though I don't live in Australia.

 

[blackcat20]

To be fair, some trans Tasman services are actually operated by QF and therefore VH aircraft. But jetconnect is valid for DSC.