QF missing points.....a newbie mistake.

[Boca68]

Ok, last month I did my usual trip for work and family. MEL-SYD-SCL-LIM and return. Never had a problem in 30+ journeys with posting of SC and points.

I've always kept BP's and information. This time however as is Murphy's Law, I didn't for the outward SCL-LIM leg. Realise its only 1200 points and 20 SC on Flex Y. But upon contacting QF, was told to make a missing points claim via the website. Not asked for any information other than the flight details.

Received an email today, less than 24 hours after said request via website saying it was a invalid claim . No other information offered. No reason or options. I call the premium help desk and get the run around! Ok, need the BP, but I don't have it, the agent tells me then there is nothing she can do? I state, that if I had not flown the said sector, then the remaining sectors would be cancelled right? As it was the 3rd sector of a single 6 sector PNR. She agreed. So, if I didn't fly it, your systems say I did fly it because it wasn't cancelled and it was a Y fare (an sc earning fare) then what is the problem?

Final answer, I can't help you without the boarding pass! Arrrgh! Anyone had this issue before? Know a way around it? Doesn't really matter too much, I won't get P1, so the SC don't matter. Already LTS, LTG is a way off. just want the points most of all.

Excuse my mini rant! Should I just HUACA?

 

[Matt_01]

Every one can have a mini rant, I do it regularly . I would just HUCA, I am a P1 and on the odd occasion have had similar issues and have to go through the same cough. I just argue the toss, if you were on the flight there will be a record.

 

[RooFlyer]

The initial refusal of an on-line claim seems pretty standard. I've refusals even after I supplied the BP! Eventually won after calling for the second time - but I did have the BP.

Call again and stand ground!

 

[Boca68]

The initial refusal of an on-line claim seems pretty standard. I've refusals even after I supplied the BP! Eventually won after calling for the second time - but I did have the BP.

Call again and stand ground!

Thanks all, I just needed a bit of re-assurance. On the line now. Try again now

P.S. I know where the BP is to! It's in a garbage bin in a hotel in Mexico City. Never let your wife clean out your travel shoulder bag!!

 

[jpp42]

What information could the BP possibly have on it that isn't available to a Qantas agent when looking up your PNR or e-ticket # ?

 

[serfty]

What information could the BP possibly have on it that isn't available to a Qantas agent when looking up your PNR or e-ticket # ?

Sequence Number! (Very important)

 

[dajop]

Best practice is to take a photo of BP .... I tend to do this when flying carriers I don’t usually fly. Although I note in star alliance land I haven’t had to submit a boarding pass to do a retroclaim in ages, but often will need seat number.

 

[Boca68]

Sequence Number! (Very important)

Thanks serfty, its what I was quoted at first. And also referred to in the second call.

Now spoken to a 2nd CSA, got a slightly different reply. It will be looked into. As I checked in at SYD for both SYD-SCL and SCL-LIM, and have the SYD-SCL BP, apparently it can be sorted via the initial check in at SYD. Fingers crossed!

 

[Captain Halliday]

Out of curiosity, what’s the relevance of the sequence number to whether points and SC are credited?

 

[Must...Fly!]

Out of curiosity, what’s the relevance of the sequence number to whether points and SC are credited?

This is actually a good question. Sequence numbers can change...

 

[ozbeachbabe]

What information could the BP possibly have on it that isn't available to a Qantas agent when looking up your PNR or e-ticket # ?

If the pax has flown and has no more live segments in the pnr then they won't be able to look up the pnr or eticket nbr.

 

[serfty]

Out of curiosity, what’s the relevance of the sequence number to whether points and SC are credited?

I surmise that it provides a specific reference external to PNR's/tickets for PAX on a specific flight.

 

[Must...Fly!]

I surmise that it provides a specific reference external to PNR's/tickets for PAX on a specific flight.

Not sure about amadeus, but in Sabre if you check-in, offload, then check-in again you will be issued a new SEQ - so there can be a sequence number in the 200s for a 737 with 180 seats quite easily.

 

[serfty]

Not sure about amadeus, but in Sabre if you check-in, offload, then check-in again you will be issued a new SEQ - so there can be a sequence number in the 200s for a 737 with 180 seats quite easily.

That happens with Amadeus as well - note that if you change seats or are upgraded you generally keep the same sequence.

Sequence > no of seats on aircraft is often seen with a late change to an imminent flight (like for example when QF may be flow-forwarding).

 

[RichardMEL]

2 things:

1. Contact Latam perhaps for "proof" of flight?

2. Sequence number - basically the order of check in... which is why if you change flights or cancel check in and then check in again you'd get another one, but a seat change or upgrade you stay the same.

This is also why on big tag flights you can have huge sequence numbers (eg: AKL-MEL-DXB on EK407(RIP) would often see 600 and 700s as sequence number when checking in at AKL due to the tag adding an extra 400 or so check in sequence spots to the mix for the one flight number.

Ever noticed when BP's at the gate don't scan or whatever? they key in the sequence number to manually process you rather than your name or seat number or whatever. In terms of FF claim I don't know it is so relevant per se, it seems more of an airport control/flight management thing to me.. but I could be wrong.

 

[RichardMEL]

What information could the BP possibly have on it that isn't available to a Qantas agent when looking up your PNR or e-ticket # ?

remember SCL-LIM is a non QF flight operated by a partner and thus their visibility is reduced. Much easier for QF to "see" their own flight info to verify. More opaque to partners (eg: what if the pax did not fly SCL-LIM as ticketed, or was moved or other change under airport control? QF would likely not see this for some partners)

 

[JohnK]

Final answer, I can't help you without the boarding pass! Arrrgh! Anyone had this issue before? Know a way around it? Doesn't really matter too much, I won't get P1, so the SC don't matter. Already LTS, LTG is a way off. just want the points most of all.

I had similar issue with CX flight where I misplaced boarding pass. QF customer care were not going to credit flight without proof. Sent an email to CX customer care and they were able to provide written proof I took the flight along with booking class and SCs and points were credited.

 

[Boca68]

This is actually a good question. Sequence numbers can change...

Well, I don't know if they can change, it certainly is probable?

remember SCL-LIM is a non QF flight operated by a partner and thus their visibility is reduced. Much easier for QF to "see" their own flight info to verify. More opaque to partners (eg: what if the pax did not fly SCL-LIM as ticketed, or was moved or other change under airport control? QF would likely not see this for some partners)

Still waiting on the result, but keeping my powder dry, so to speak. @RichardMEL it was a LATAM flight, but a QF flight # should or would that make any difference? (LA642, but booked as QF3933)

 

[serfty]

Well, I don't know if they can change, it certainly is probable?

A sequence number does not change - it my cease to refer to an active/boarded PAX.