Qantas Frequent Flyer Missing Points

[MelUser]

I had course to revisit contacting the Qantas Frequent Flyer Service Centre to assist a relative missing points on (an eligible) hotel stay.

In the past I have always written directly (and advised others to do so) to the Qantas Frequent Flyer Service Centre, GPO Box 4357 MELBOURNE VIC 3001.

It seems now that the QFF Service Centre does not want to be written to. For most non airline missing points they don't want to know about it and direct you back to the original service provider.

This seems a bit ridiculous. By way of example. in the past if I stayed at a hotel in New York and the points didn't credit within a reasonable period, I simply wrote to the QFFSC at the Melbourne address with a copy of the invoice/receipt showing a stay at the hotel. The service centre staff would then run around, verify and post points.

Now that would want me to contact the hotel in New York (at my expense) and sort everything out. What if the hotel refuses to cooperate? Remember it is not in the hotel's interest to tell Qantas that I stayed as they have to pay Qantas money for the points.

What do others think of this change in policy and approach?

 

[Leumas]

Email QFF with a scanned copy of your hotel invoice. Put your name and QFF number in the subject time.

[email protected]

(I can't quite remember whether it's Flyer or Flyers though. I think it's singular.)

I did that last week, and the points were put into my account within 2 working days.

 

[MelUser]

yes - that used to be the case and perhaps still works today but things are a changing

 

[Ms Lucy]

It seems to depned on the hotel and the way you book. Frequent Flyer Centre are able to arrange the credit of points for some hotels (when you send in your docs) but not able to for others. According to the info I got a few months ago when chasing points, the Choice hotel group (Comfort Inn, Clarion etc) want the points claims to go to them, rather then Qantas, and then they send the points across to Qantas.

If your hotel stay was booked on-line through Qantas Holidays (as mine was), you have to follow up through Qantas Holidays, rather than Frequent Flyer.

 

[Nigelinoz]

The OP is correct that Qantas does seem to want the cardholder to chase up the missing points now,the QF website says this about chasing up missing points from non airline partners - Frequent Flyer - Your Account - Claim Missing Points - Other Partners

For hotel partners it says-

Points earned from non-airline partners

To enquire about claiming your points, contact the partner directly. You'll find a list of contact numbers broken down by partner and category.
Note: it may take up to eight weeks for your points to be credited to your account if your claim is successful.


Hotels

Reservations made at qantas.com/hotels- Contact Qantas Holidays on 1300 HOLIDAY , Reservations made directly with the hotel -Contact the hotel directly, Choice Hotels For stays at Clarion, Comfort and Quality Hotels only, e-mail a copy of your invoice to [email protected]

 

[thewinchester]

Is this a recent change by chance? Can't say I've had any problems emailing copies of the guest folios to QFF/QP service centre for action - Last one I mailed was in May of this year after a two month wait on points from Vibe Carlton.

From what I know of the process (thanks to a dispute over earning after a stay at the Carlton Crest Brisbane), most of the time they will on-forward received queries to specialist contacts at the earning partners who can take prompt action.

 

[Leumas]

yes - that used to be the case and perhaps still works today but things are a changing

Can you elaborate? Like I said, I claimed points with a hotel stay just last week.

Did your invoice show your QFF number?

 

[MelUser]

I suspect that this is ac ost cutting measure by Qantas.

If their staff don't have to do the running around and you are simply referred back to the service provider then they won't need as many staff.

I am simply expressing a view that this is where things are headed.

 

[Flying Fox]

I've always emailed and never posted. Not had problems.

 

[kyle]

Qantas told me to go back to Arthur Galan to chase up the points when they were still a bonus partner.

 

[Ms Lucy]

I suspect some partners like to have the control over the points posted, rather than Qantas putting the points on and then presenting them with a bill.