QF asks me to change flights then doesn’t credit SCs

[takenbyaliens]

So here is a copy of my email to QF. It’s pretty self explanatory. I await their reply.

I refer to the claim for missing miles as detailed below. I noticed on my activity statement today that this claim has been denied. This is interesting indeed.
I was originally booked on QF517 BNE>SYD then QF107 SYD>PEK on 10 October 2018. PNR xx_xx_. ( attached ). On 9 October I was contacted by QF and asked if I wanted/was willing to change my flight. This change was to be to QF97 BNE>HKG and then KA906 HKG>PEK on 10 October. The reason given to me was that QF had to change the plane to a smaller one on the 10th.
I very specifically asked two questions:
1. Would it be business class all the way as that is what I had originally purchased. Guaranteed that it would be ( and in fact it was, copies of boarding passes attached. I have circled the BUSINESS classification ).
2. How many status credits would I get as I was going to qualify for Platinum very soon and needed to make sure that I would NOT lose any SCs by the change. The person specifically checked for me how many SCs I would get if I changed. I was then delighted to hear that because of the change, I needed to be in higher booking class and in fact would end up with a total of 185 points as opposed to 160 as is normal.
On the basis of those two answers by the person speaking to me, I changed flights ( see attached showing QF97/KA906 ).
Now you have denied SCs and I do not know why.
As these SCs will impact on my ability to attain Platinum prior to a RTW trip commencing 9 December, I request that I be given the SCs that were indicated to me when I changed in good faith. QF issued the new ticket after my agreement to change on the conditions as above. Therefore, I would like QF to also act in good faith, reverse this decision and award the SCs ASAP.
In the first instance, please acknowledge receipt of this email.

They did downsize the plane from a 333 to a 332 and I notice they have been doing this quite regularly recently.

 

[Pushka]

So here is a copy of my email to QF. It’s pretty self explanatory. I await their reply.

I refer to the claim for missing miles as detailed below. I noticed on my activity statement today that this claim has been denied. This is interesting indeed.
I was originally booked on QF517 BNE>SYD then QF107 SYD>PEK on 10 October 2018. PNR W7IDBX. ( attached ). On 9 October I was contacted by QF and asked if I wanted/was willing to change my flight. This change was to be to QF97 BNE>HKG and then KA906 HKG>PEK on 10 October. The reason given to me was that QF had to change the plane to a smaller one on the 10th.
I very specifically asked two questions:
1. Would it be business class all the way as that is what I had originally purchased. Guaranteed that it would be ( and in fact it was, copies of boarding passes attached. I have circled the BUSINESS classification ).
2. How many status credits would I get as I was going to qualify for Platinum very soon and needed to make sure that I would NOT lose any SCs by the change. The person specifically checked for me how many SCs I would get if I changed. I was then delighted to hear that because of the change, I needed to be in higher booking class and in fact would end up with a total of 185 points as opposed to 160 as is normal.
On the basis of those two answers by the person speaking to me, I changed flights ( see attached showing QF97/KA906 ).
Now you have denied SCs and I do not know why.
As these SCs will impact on my ability to attain Platinum prior to a RTW trip commencing 9 December, I request that I be given the SCs that were indicated to me when I changed in good faith. QF issued the new ticket after my agreement to change on the conditions as above. Therefore, I would like QF to also act in good faith, reverse this decision and award the SCs ASAP.
In the first instance, please acknowledge receipt of this email.

They did downsize the plane from a 333 to a 332 and I notice they have been doing this quite regularly recently.

That’s very cut and dried to me. Why didn’t they accept your claim for missing credits? Did they give you any credits or just not as many as you expected?

 

[Hvr]

Contact Qantas and ask for "Original Routing Credit" with a quick one sentence explanation that you were asked to reroute by QF staff.

This should resolve the issue.

 

[takenbyaliens]

They gave me SCs for BNE>HKG but none on KA leg HKG>PEK

 

[takenbyaliens]

Hvr thanks. Will try that tomorrow

 

[DC3]

Contact Qantas and ask for "Original Routing Credit" with a quick one sentence explanation that you were asked to reroute by QF staff.

This should resolve the issue.

So, QF denied your claim for SCs or have they just not credited yet?

Either way, seek ORC, as above, I would say. Best to keep it short.

Edit: Just saw the previous two posts while I was pondering. That should fix things for you.

 

[takenbyaliens]

Denied claim

 

[takenbyaliens]

Looking at the denial they seem to be saying also that I flew Y. However my boarding pass etc clearly says Business and that’s where I sat.

 

[Daver6]

Tell them to listen to the recorded call the you reference. That should remove any ambiguity. Ask them to do this while you hold.

 

[MEL_Traveller]

Looking at the denial they seem to be saying also that I flew Y. However my boarding pass etc clearly says Business and that’s where I sat.

Was business class the ticketed cabin or where you ended up sitting? The ticket will show the class of travel. (It is possible they booked you in Y for the second leg, without telling you, and you were upgraded by KA.)

With the ticket + boarding pass it should be fairly easy to get the SCs.

Contrary to what others have said... I don't think you want the original routing credit. That would only give you 160SCs for BNE-SYD-PEK. You want the new routing credit which should be 185 (unless, of course, the second leg was actually ticketed in economy, in which case you do want the higher original SCs for SYD-BNE-PEK)

 

[Pushka]

Looking at the denial they seem to be saying also that I flew Y. However my boarding pass etc clearly says Business and that’s where I sat.

And that’s what you paid or was it a points upgrade?

 

[takenbyaliens]

Fully paid up ticket. Yes good idea about the phone call as it would have been recorded!! Didn’t think of that.

Well my ticket says no class for KA. Just confirmed. My boarding pass says Business and in fact the seat was arranged at time of my change. 1A on first leg and 16A on the KA leg so I must obviously have been in business from the start

 

[MEL_Traveller]

Fully paid up ticket. Yes good idea about the phone call as it would have been recorded!! Didn’t think of that.

Well my ticket says no class for KA. Just confirmed. My boarding pass says Business and in fact the seat was arranged at time of my change. 1A on first leg and 16A on the KA leg so I must obviously have been in business from the start

Maybe that's where the error has occured (ie the ticket not listing a class). Which is unusual... it should normally say something whether it's I, D, C or J class somewhere in the fare basis or cabin.

Rather than listening to the call centre tapes QF should be asked to retrieve the actual ticket which they can marry with the boarding pass.

 

[takenbyaliens]

Yes it says no class at all. V strange to say the least. Never seen it before and I didn’t get it till after I changed flights

 

[takenbyaliens]

UPDATE:
SCs credited today. They suggested ORC ( 160 ). I said go back and listen to the phone call. Two days later get the email that Scs ( 185 ) given. Thanks all for your suggestions!!