Question - Qantas' refusal to award Starter Plus FF points on Jetstar flights Can anyone provide advice please? | Australian Frequent Flyer
Australian Frequent Flyer

Welcome to Australia's leading independent Frequent Flyer and Travel Resource since 1998!
Our site contains tons of information that will improve your travel experience.

Joining AFF is fast, simple & absolutely free - register now and take immediate advantage of these great BENEFITS.

Once registered, this box will disappear. And you will see fewer advertisements :)

Question Qantas' refusal to award Starter Plus FF points on Jetstar flights Can anyone provide advice please?

Champo

Intern
Joined
Nov 11, 2010
Messages
50
My wife and I made two ADL/SYD return flights with Starter Plus bundle fares on Jetstar in January and March of this year. On all four sectors my wife's FF points were not awarded so missing points claims were registered on the Qantas Website. After several missing points claims were lodged and calls to the Qantas FF Service Qantas made good the 1600 ff points for the March flights, however, after numerous emails providing ample evidence of the Starter Plus fares (itineraries and as much evidence I could obtain from Jetstar confirming the Starter plus status), and phone calls regarding the 24/28 January flights Qantas still refuse to honour the points. As a matter of principle I have pursued the issue as I have come to the conclusion that Qantas train their overseas phone operators to resist at all costs banking on the passengers to "give up" How can my points be awarded on the same itineraries with the same Starter Plus status as my wife's and not hers. (One of the reasons stated by Qantas in the response to a missing points claim was that they had no record of my wife being on the flight) Where do I go from here?
 

serfty

Moderator
Joined
Nov 16, 2004
Messages
40,731
Qantas
Platinum
Virgin
Platinum
Flights
My Map
I would not do a chargeback over points.

Have a look here on how you may proceed if no joy. (Keep a copy of the SR number for every email/request you do.)

 

sbor90

AFF Supporter
Joined
Feb 23, 2015
Messages
1,136
Qantas
Platinum
Virgin
Platinum
Flights
My Map
I would not do a chargeback over points.
Agree - the airline may have delivered other aspects of the Plus bundle including seat selection, luggage, food voucher, etc.

OP, do you still have the boarding passes?
 

oz_mark

AFF Supporter
Joined
Jun 30, 2002
Messages
17,786
Flights
My Map
Have they formally refused, or are they just not appearing. Jetstar can take an eternity to post.

I would take the airline consumer advocate approach.
 

Champo

Intern
Joined
Nov 11, 2010
Messages
50
I would not do a chargeback over points.

Have a look here on how you may proceed if no joy. (Keep a copy of the SR number for every email/request you do.)

Thanks
Agree - the airline may have delivered other aspects of the Plus bundle including seat selection, luggage, food voucher, etc.

OP, do you still have the boarding passes?
Unfortunately no. I used to keep them until the points were awarded but had no problems for several years so put my trust back in to the airlines, but keeping them from now on. Will pursue the airline ombudsman line.
As you point out about the seat selection, food vouchers etc, all listed on the itinerary for blind Freddie to see but obviously Qantas need to go to Specsavers
 

pauly7

AFF Supporter
Joined
Dec 8, 2004
Messages
4,454
Have they formally refused, or are they just not appearing. Jetstar can take an eternity to post.

I would take the airline consumer advocate approach.
Really? JQ all post to QFF within a few days for me. I thought that all got fixed as per that massive thread on here for a while...
 

Champo

Intern
Joined
Nov 11, 2010
Messages
50
Really? JQ all post to QFF within a few days for me. I thought that all got fixed as per that massive thread on here for a while...
My experience WHEN THEY POST points is within a week at the outside
 

sbor90

AFF Supporter
Joined
Feb 23, 2015
Messages
1,136
Qantas
Platinum
Virgin
Platinum
Flights
My Map
Unfortunately no. I used to keep them until the points were awarded but had no problems for several years so put my trust back in to the airlines, but keeping them from now on.
I would call Jetstar and ask if they are able to provide you with a proof of travel letter. If they can, you can submit this to Qantas in lieu of a boarding pass.
 

Champo

Intern
Joined
Nov 11, 2010
Messages
50
On advice from Qantas contacted Jetstar who undertook only to send me the itinerary (which they did) which they claimed was sufficient for Qantas to act upon to award the points as they said contained ample evidence of the starter plus bundle. At my request would not provide any written advice but confirmed that our conversation was recorded and Qantas could check with Jetstar to confirm the status of ticket if they wished
 

sbor90

AFF Supporter
Joined
Feb 23, 2015
Messages
1,136
Qantas
Platinum
Virgin
Platinum
Flights
My Map
Is your wife's name on the Jetstar itinerary different from her QFF profile by any chance?

That could cause points to not come through and missing points claims to be rejected. Just a thought.
 

Champo

Intern
Joined
Nov 11, 2010
Messages
50
Hi sbor90 The Jetstar itinerary only has Mrs and her first name and first letter of the surname whereas the Qantas profile has her first name, middle initial and full surname. I would not have thought this would be the case considering that points were awarded for the second flight to Sydney after a missing points claim and calls to the FF centre and having regard to the numerous communications over this particular issue. However, do you think this is worth bringing this to their attention?
 

sbor90

AFF Supporter
Joined
Feb 23, 2015
Messages
1,136
Qantas
Platinum
Virgin
Platinum
Flights
My Map
Hi sbor90 The Jetstar itinerary only has Mrs and her first name and first letter of the surname whereas the Qantas profile has her first name, middle initial and full surname.
Yes, that is very likely to be the reason the points are not coming through - the surname needs to match exactly.


This would also be why Qantas cannot see any record of travel, they would be asking Jetstar if Mary Champo travelled on JQXXX rather than Mary C.

Jetstar responds "no", and hence the issue.

do you think this is worth bringing this to their attention?
Yep, lodge a new claim and explain the surname was entered incorrectly on the booking.
 

AFF on Air Podcast

  • Project Sunrise – AIR018
    Sat, 24 Aug 2019 16:12:31 AEST
      Later this year, Qantas will decide which aircraft it will use to operate non-stop flights from the east coast of Australia to London and New York – a feat it aims to ach ...
  • Choosing a Rewards Program – AIR017
    Sat, 10 Aug 2019 13:32:24 AEST
      If you’re new to the world of frequent flyer points – or moving to a new country – it can be difficult to know where to start. In this episode, Matt discusses the con ...
  • Travel Insurance – AIR016
    Sat, 27 Jul 2019 07:34:12 AEST
      They say that if you can’t afford travel insurance, you can’t afford to travel! In this episode, Matt chats to James Green about the importance of travel insurance, and ...
  • The Qantas Oneworld Award – AIR015
    Sat, 13 Jul 2019 02:07:50 AEST
      Learn how to fly around the world using your Qantas Frequent Flyer points as Matt chats to James Green, an award travel consultant at Frequent Flyer Solutions. This episode ...
  • Qantas Frequent Flyer Changes – AIR014
    Sat, 29 Jun 2019 00:40:35 AEST
      Last week, Qantas announced a major shake-up to its Qantas Frequent Flyer program. In this episode, former Head of Loyalty at Malaysia Airlines, Mark Ross-Smith, joins Matt ...

Community Statistics

Threads
82,530
Messages
1,911,827
Members
50,301
Latest member
Pidge
Top