QF SC and points saga from RJ flights

[Strategic Aviation]

Hopefully it won't come to that

I'm a bit curious to see what the ACA process is like, though no doubt it's probably very straightforward. Interested to see whether it gets results.

 

[JohnM]

Please remind me what ACA is.

Are you having the same issue as me where they doggedly claimed the points had been "allocated to another program"?

 

[Strategic Aviation]

ACA is the industry-sponsored Airline Customer Advocate (not a fully independent regulatory ombudsman, but broadly similar).

There is no issue just yet. The time for QFF to action the missing points claim has almost elapsed with nothing showing yet. The claim should appear soon, whether successful or unsuccessful.

If 0/0 appears, or if nothing appears, then there's an issue and I'll have to call them.

 

[Strategic Aviation]

After two unsuccessful claims I was preparing to use the ACA process, then the points and SCs credited out of the blue. There was no communication before or after and it's a mystery how/why it was resolved.

Although dealing with QFF was painful I feel the fault lies mostly with RJ and it's highly unlikely I'd ever choose to fly with them again.

 

[fifo]

I had the exact same problem with UL recently. I was pissed as i was due to fly again in a few weeks and these sc put me at gold.

Id claimed 3 days after flight and emailed bps and tickets that day. 6 days before i flew they had logged. But with no explanation, the not valid, alreadt credited is still on my account too.

 

[Nisho]

I had the exact same problem with UL recently. I was pissed as i was due to fly again in a few weeks and these sc put me at gold.

Id claimed 3 days after flight and emailed bps and tickets that day. 6 days before i flew they had logged. But with no explanation, the not valid, alreadt credited is still on my account too.

Can confirm I had issues with UL too - "Points have been credited to another FFP programme".... e-mailed QFF with my boarding pass drawing attention to my QF membership clearly displayed on the boarding passes and these were correctly processed within 3 business days. Seems the QFF Service Centre is abit hit and miss.

 

[Strategic Aviation]

"Points have been credited to another FFP programme"

That's not too hard to deal with, as you did. "No record of travel" is a different magnitude ...

Seems the QFF Service Centre is abit hit and miss.

With the RJ sagas it's not entirely clear but it would appear that QFF are not at fault. It appears that RJ is the problem.

 

[Nisho]

That's a shame re: RJ. I am hoping to visit Jordan soon and intended to collect some SC and the "RJ experience" whilst doing it but it seems may have to use Emirates on a QF ticket instead :/

 

[fifo]

I didagre

That's not too hard to deal with, as you did. "No record of travel" is a different magnitude ...



With the RJ sagas it's not entirely clear but it would appear that QFF are not at fault. It appears that RJ is the problem.

I disagree, the point of my post is to say its eithrt a widespread issue with oneworld carriers or its a qff issue. If it happens with ul and rj, the exact same thing, then its not isolated to rj

 

[JohnM]

That's not too hard to deal with, as you did. "No record of travel" is a different magnitude ...



With the RJ sagas it's not entirely clear but it would appear that QFF are not at fault. It appears that RJ is the problem.

It was hard when I was dealing with the QF offshore centre. They kept on like a parrot about ‘credited to another program’ for several iterations until I wrote a message threatening to go directly to CEO Loyalty, mentioning Lesley Grant by name.

It was like dealing with a chimpanzee - just no lateral thinking and basically treating me like an idiot got my back up.

Whether or not QF or RJ is at fault is immaterial in the sense that there is clearly a known underlying problem that nobody at QF seems to be taking the slightest bit of interest in resolving. Nobody at the offshore centre is thinking; they just seem to be automatons.

If we still had Red Roo, we would have a clear pathway to getting things like this sorted.

 

[Strategic Aviation]

That's a shame re: RJ. I am hoping to visit Jordan soon and intended to collect some SC and the "RJ experience" whilst doing it but it seems may have to use Emirates on a QF ticket instead :/

I was also interested in the novelty of a new airline ... but then onboard you realise it's just a plane and it's not different to any other run-of-the-mill airline. Nothing about RJ stood out as noticeably good. It was just ticking another carrier off the list.

The only thing I can recall is a FA warning a passenger for taking photos during boarding.

They kept on like a parrot about ‘credited to another program’ for several iterations

I forgot you had that issue, I just assumed it was "No record of travel" like I got.

Whether or not QF or RJ is at fault is immaterial in the sense that there is clearly a known underlying problem that nobody at QF seems to be taking the slightest bit of interest in resolving.

True. Unfortunately I don't see that changing.

 

[docjames]

There’s a recent thread on AY points/flights not posting (ours haven’t after a month).

 

[Strategic Aviation]

I disagree, the point of my post is to say its eithrt a widespread issue with oneworld carriers or its a qff issue. If it happens with ul and rj, the exact same thing, then its not isolated to rj

A binary in this case would seem too simplistic. While it is possible that QFF is absolutely unique in having crediting issues, it would not be at all surprising if other oneworld airlines consistently had problems with certain partners (and there may be recurrent offenders). In fact I would expect it.

Where we can be simplistic, in line with JohnM's comment and regardless of who is at fault, is that there is a known problem and the airlines/programs have the responsibility to fix it. Customers should not have to suffer.

Unfortunately it is hard to imagine that responsibility being met.

There’s a recent thread on AY points/flights not posting (ours haven’t after a month).

Previously cross-posted - Struggling to get Finnair status credits posted.

 

[Longtoo]

Some data point: fly RJ BKK to Amman then to London in business, return. I was expecting 2 x (120 + 80) SCs as per the online calculator. SCs were credited within 1 week but only at the Premium Economy rate.

I called QF and the agent immediately point me to a page where it is saying:
^ Flights booked in Z and I class will earn at Premium Economy Frequent Flyer Earn Category, however will receive Royal Jordanian Business Class service.

Take home message: I have fallen into a 'fine print' trap by QF. QF practice in this case is unethical.

 

[BD1959]

Some data point: fly RJ BKK to Amman then to London in business, return. I was expecting 2 x (120 + 80) SCs as per the online calculator. SCs were credited within 1 week but only at the Premium Economy rate.

I called QF and the agent immediately point me to a page where it is saying:
^ Flights booked in Z and I class will earn at Premium Economy Frequent Flyer Earn Category, however will receive Royal Jordanian Business Class service.

Take home message: I have fallen into a 'fine print' trap by QF. QF practice in this case is unethical.

Using the Online calculator - as you have - gives access to the link
> See how the partner airline Fare Types align to the Qantas Frequent Flyer Earn Categories
which in turn allows you to see which fare type are eligible to earn and in which category.

Going to the Royal Jordanian details clearly shows that Z and I are eligible to earn points and SCs but *do* book in to PE rather than J.

When travelling on unfamiliar airlines you should *always* check that the fare you're booking earns - and that it earns at the rate at which you expect it to.

Sure, it feels unfair, but - at the risk of being described as a "QF apologist" (I'm anything but!!) - I'd hardly describe something QF actively publish (and in fact guide you to follow) "unethical".

Regards,

BD