QFF points not added to account after OS travel...

Discussion in 'Qantas Frequent Flyer Program' started by Gum Nut, Apr 21, 2003.

  1. Gum Nut

    Gum Nut Newbie

    Jan 31, 2003
    8
    0
    Mornington Peninsula
    My family and I left for England via Tokyo, Copehagen onto Manchester on Xmas Day - we arrived home on 25th Jan via the same route.

    The 1st sector we flew Qantas, the others on SAS (Scandinavian) who are a partner airline...but our mileage points have not yet been credited to my QFF account.
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    I rang Qantas and the bloke tells me that we have to provide copies of boarding passes - I have them all except for the short flight from Copenhagen to Manchester so hopefully we will not have too much trouble proving who was actually flying that leg :wink:

    Has anyone else had problems with their points going missing or not having them credited at all?

    TIA - GumNut
    :roll:
     
  2. wleong

    wleong Intern

    Jan 26, 2003
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    The best way to avoid the problem is to make sure your booking has your FF number recorded. It will also be printed on you boarding pass.

    Worst case send in a photocopy and they will credit your account.

    It happened to my wife once but that was when she was setting up her FF account. The booking did not contain her FF #.
     
  3. Gum Nut

    Gum Nut Newbie

    Jan 31, 2003
    8
    0
    Mornington Peninsula
    Our booking with the travel agent did have the FF# stated. I have just looked at the boarding passes and it is not listed on them, I didn't know that they usually are :eek:

    I have faxed copies of the ticket and b/passes to Qantas but as yet no points have been added - they will be getting a call from me today as there are other points (bonus) missing as well.

    Fingers x'd that this sorts out soon.... :roll:

    Thanks for your reply - GumNut :)
     
  4. shillard

    shillard Guest

    It's been my experience that most travel agents know SFA about FF schemes, and how to make use of them. It's quite possible that your travel agent logged your FF number when they printed out your itinerary, but didn't inform the airline. Utterly hopeless.

    If uncertain, you can always check your bookings online via www.qantasfrequentflyer.com.au and then call QF to have your number added to the bookings (if it isn't logged, the bookings won't appear when you log into the website). After years of dissatisfaction I finally settled on Judith at the Amex travel office, Pacific Highway Crows Nest (next door to the beardy computer shop that is always locked up). She is VERY thorough, never misses a trick and has never stuffed me around.

    Avoid flight centres at all cost - "lowest airfares guaranteed", and you get exactly what you pay for. Every staff member I have dealt with at every flight centre is completely incompetent.

    For simple point-to-point domestic trips, book via QF direct. Anything more complex, or for packages with airfares/ accomodation/ car rental, I call Judith.
     
  5. Gum Nut

    Gum Nut Newbie

    Jan 31, 2003
    8
    0
    Mornington Peninsula
    I have just spoken to the QFF people and the 1st leg of our last trip has just been credited...when I told her that we had supplied the QFF# with the travel agent she told me how occasionally everything gets done right but still ends up wrong...hmmmm! 8)

    Lately I've been spending far too much time at the QFF site - if I stare at the screen long enough these points and (other missing ones) might well appear b4 my very eyes... :p

    Further to what to your were saying - we didn't book directly from Qantas so I can't see how they'd appear there, we booked through HWT...do you know something I don't?

    Each time we've been somewhere OS we book through HWT, they are 'ok' - nothing to write home about though. We go through them to pick up the double points for paying with our (soon to be canc) Gold QAV card.

    I wonder if there is a 'wonderful' Judith down where I live :D

    Thanks for your reply -
    GumNut
     
  6. dajop

    dajop Senior Member

    Jul 1, 2002
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    For flights on Qantas ... doesn't matter who you book it through, if your FF number is in the booking it will appear on the QF website. At different times, I've booked through at least three agents (apart from QF direct) and they are usually there .... if not a quick call to Qantas does the trick.

    For flights on partner airlines booked through a travel agent I wouldn't have a clue....
     
  7. straitman

    Moderator

    Apr 27, 2003
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    I recently had a flight where the points didn't appear. (first time ever) I simply sent the QF FF an email with FULL details -- name,FF number, flight, seat number etc. I got an email back within 24 hours, stating that the problem was solved. --- and it was.
     
  8. michaelblain

    michaelblain Junior Member

    Jun 20, 2002
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    As Shillard said - if you got to the FF site and your bookings aren't listed then your FF number needs to be attached to the booking - call Qantas.

    My BA only itineries also get listed in this section if my QFF number is in that itinery - I am not sure if this is the case with any other OW partners.

    Also EVERY time I check in I hand over my FF card to double check that it is on the res as this will save a follow up claim as sometimes on OW they disappear. The only time this did not work was once on a Alitalia segment which I had to follow up seperately.
     
  9. QF WP

    Moderator

    Jun 20, 2002
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    Gum Nut, some very wise comments from some very experience people above. Nodding sagely, I concur. Whilst I do go through a FC (Milton, Qld), I tend to do all my own research (using the ITN web site for availability, often at late hours) on flights, accom and ususally do my own bookings through QF Res (being Plat, I'm lucky and get some fairly experienced staff members). Up until now, I then flicked the booking to her and she discounted the fare (for doing almost no work). I also do all my bookings for accom through hotel websites and where they are commissionable bookings, insert her Travel Agent ID into the bookings (no wonder she loves me as a client).

    I've just had my first bad experience with my FC girl - she hadn't (e-)ticketed my BNE/SYD/CBR/MEL/SYD/BNE ticket last week, so when I checked-in, I almost was not going anywhere. Still, lucky I checked in early enough to get the ticket issued by the Ticket Counter (but my TA lost the revenue, that will have hurt - certainly the call I made to her did). I'm now going to research others - perhaps see what my CitiBank Plat card will offer me).
     
  10. straitman

    Moderator

    Apr 27, 2003
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    I guess what we are all saying is that if you don't/can't look after yourself no one else will! :p
     
  11. Gum Nut

    Gum Nut Newbie

    Jan 31, 2003
    8
    0
    Mornington Peninsula
    Indeed straitman :roll: but unless someone is fully 'aware' of what you need to be 'aware' of you can't look after things as efficiently as the ones in the know, which in part is what this type of forum is all about - yes :)

    Thanks for all the responses to my thread, it's most appreciated. BTW I am finding this forum to be a wealth of useful information, and I hope no one minds (too much) if I ask about other things I'm not sure about.

    Have a good weekend everyone -
    GumNut
     
  12. icemann

    icemann Member

    Jan 2, 2003
    268
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    French's Forest, NSW
    Missing Points

    I've had points go missing when I've been on flights and I've bought in flight duty free or I've bought partner services (such as Travelex, Hertz, Thrifty, Avis).

    Simple solution - if you are a QC member, just go in there, use the fax machine, or the free post service within Australia and the stationary to send photocopies of your boarding passes to them.

    Never ever send the original boarding pass, because - what if it gets 'lost' ? That's your only proof you were actually on the flight. Same with receipts. I always keep them and send a photocopy to the QFF dept. as soon as I get in the lounge. It might take a phone call afterwards too, (after two weeks or so if nothing is there) but you should get them.

    You might have to wait a little while, and sometimes, (as per my other posts), you might get a hotel / car rental staff member who says that you can't earn points on that deal - usually, they are sadly misinformed, so send the receipts in to Qantas and see what they say, after all, they are the ones who award the points, not the hotel or car rental partner.
     
  13. icemann

    icemann Member

    Jan 2, 2003
    268
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    French's Forest, NSW
    OW Carriers

    Quote - "My BA only itineries also get listed in this section if my QFF number is in that itinery - I am not sure if this is the case with any other OW partners."

    Yes it is - well, in my case. I am flying with American Airlines and my booking has been confirmed from LAX-CHI-ALB-CHI-MAN with AA. I have three carriers during the trip, BA from MAN to FRA, QF back down to oz, and these were on the system within a matter of hours of me paying for the flight. I got home, checked them on the web and bang - they were there.

    Looking at my itinerary in all it's glory made me feel happy. :lol:
     
  14. straitman

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    Apr 27, 2003
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    Sorry Gum Nut. I didn't mean to sound condescending. I was simply "trying" to state that all of us need to do all we can, all the time, to make sure we get it right. As you state, this forum is probably one of the best ways to get user friendly help.

    The industry won't go out of its way to get your points sorted out because it costs them $$$!
     
  15. thadocta

    thadocta Active Member

    Without detracting from this forum (I think it has its place) you might also find FlyerTalk - located at http://www.flyertalk.com/ - useful - click on "FT Miles" and then on the Qantas link.

    Dave
     
  16. donjsimons

    donjsimons Junior Member

    Sep 26, 2002
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    One important issue emerging here is that it is so often the PEOPLE you deal with that is critical to the smooth running of your business. Be it flying or anything else.
    I have always preached that such transactions are a two way street, if you provide your supplier will all the information required coupled with consideration, then it will be returned twofold.
    The idea is, find a good agent and stick to them, buy them a bottle of wine at Christmas and never ever be rude or impatient with them and you will find things go so much better. And cheaper.
    Doing your own homework on the trip via the internet save heaps of time at the agent and for the agent, he or she will love you for it.
    In Japan if you go into a JTB (Japan Travel Bureau) office without a proposed itinerary with dates etc then you will be virtually told to go away and come back when you know what you want.
    I suppose the other rule is, if you get mucked about by an incompetent operator then vote with your feet.
    Thanks everyone for the many good tips in this thread
     
  17. icemann

    icemann Member

    Jan 2, 2003
    268
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    French's Forest, NSW
    Quote :- "One important issue emerging here is that it is so often the PEOPLE you deal with that is critical to the smooth running of your business. Be it flying or anything else. The idea is, find a good agent and stick to them, buy them a bottle of wine at Christmas and never ever be rude or impatient with them and you will find things go so much better. And cheaper."
    "I suppose the other rule is, if you get mucked about by an incompetent operator then vote with your feet."

    Very, very true. I make sure that I never tick my TA off. She is very good to me, having got me onto flights and in/out of places that I needed to be at.

    I always offer to buy her something as a present from the trip. She politely declines, so I always send her a postcard, as she asks. My frequent and assured business means that she gets her commission, but also, she has bent over backwards to save me money. I know that I won't get messed around with her, and so the business relationship that I have has been very carefully cultivated.

    I'd like to add to the point above - if you get mucked around, vote with your feet. I do this in any situation ; for example, one salesperson in a certain chain store didn't want to bother to take the time to treat me with a degree of courtesy, so, I left - discretely. I went to another place instead.

    The item in question was a $1200 suit. They just lost $1200 on a sale, plus a potential return customer.
     
  18. dajop

    dajop Senior Member

    Jul 1, 2002
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    Are there any new style TA's/consultants emerging that are not commission driven? As airline businesses are evolving - I thought that the next logical step would be for TAs to evolve. It seems odd that now the customer has too work out the cheapest and best itinerary first and then go to a TA. Often struck me that there would be an opportunity for some one to charge on a time basis - ie charging clients directly , and charging more for finding lower fares and difficult routings and less for finding higher fares and simple routings (which is opposite to how the commission system works).
     
  19. redrat

    redrat Member

    Apr 26, 2003
    224
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    Vic
    I use Qantas Business Travel for some years and find that although they've been struggling with a new computer system, they're all over the best routes and with any carrier.
    Our company had to bow the heads, tug their forelocks & come across at the demise of AN.
    My part of the company had a bit of free rein there & we could use our choice of TA.

    I like to plan my own itinerary to some degree & get their spin on it when submitting it.
    This TA knows me & my colleague very well as we frequently change our travel plans at short notice. I'm sure they have our names next to the phone as a warning to other call operators.
    I figure using a TA like QBT, they're going to want me to earn as much FF points as possible. :D
     
  20. icemann

    icemann Member

    Jan 2, 2003
    268
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    French's Forest, NSW
    Getting back to the FF number being on the computer ;

    I've been on a flight where I've got on, got off at the other end and checked the balance within a matter of 1-2 hours, and it's been updated THAT FAST.

    As long as the FF number is on the booking, and printed on the boarding pass there shouldn't be any problems. It's when I've been on flights and it's not been on the boarding pass (DOM) that I've had to follow up with it.
     
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