Slow posting of QFF points and SCs after a JQ flight

nutwood

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Mar 4, 2015
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Noticed today that a month had gone by with no response to my previous e.mail. Have now sent them a screen shot of the booking, showing the Max bundle attached and a useful side window stating the benefits of a Max bundle.
Will be interesting to see what response I get. I think this is now the fourth request. They've had boarding passes, invoices stating what was purchased, now a screen shot showing what was purchased. I'm thinking the next step will be to apply for CCTV coverage of me checking in...
 

Kiwi_Flyer

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Feb 6, 2018
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Coincidentally (or not), I've also chased up some missing credits. It has been a month since QF assured me (when I was chasing up) that they'd manually processed these and they would show up in a couple of weeks. They haven't.
 

nutwood

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I've finally had a successful outcome, at least for the moment.
At 14.20 on the 7th of May, I received an e.mail acknowledging that I was entitled to the points and apologising for the inconvenience. This nice gesture was rather spoiled by two e.mails at 17.40 on the 7th of May, both stating that my points claim was unsuccessful as it had been rejected by the partner airline.
The reality is that, according to my activity statement, both my Jetstar Starter Max flights in January have now credited points. We got there in the end and it only took four months!
 

AIRwin

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Points and status credits posted today for a flight on 26 April - l'm not sure if it helped that I did submit a claim for missing points as soon as it allowed me to...
 

Kiwi_Flyer

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Points and status credits posted today for a flight on 26 April - l'm not sure if it helped that I did submit a claim for missing points as soon as it allowed me to...

Reminds me I need to chase up again for my missing credits from early March.
 

mc_llama

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Mar 4, 2021
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Am now waiting for points and status credits for from 7 Jetstar flights (all starter plus) dating back to 12th March!

Have consistently started a missing point claim for each flight as soon as I could as they have been consistently delayed for up to month since the start of the year, with no result, Now they're just not crediting me at all so have lodged a ticket with the service centre .

They responded with a request to supply my e-ticket and boarding passes (wtf) for all 7 flights. Bit hard when I use their app and digital boarding passes 🤨



Anyway, sent off the e-tickets and they insisted on boarding passes for 2 of the flights. Luckily one of them was the most recent flight so still had the details in the app so screenshotted it and sent that back.



Still waiting to hear where to from here.
 

nutwood

Active Member
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Mar 4, 2015
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847
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Am now waiting for points and status credits for from 7 Jetstar flights (all starter plus) dating back to 12th March!

Have consistently started a missing point claim for each flight as soon as I could as they have been consistently delayed for up to month since the start of the year, with no result, Now they're just not crediting me at all so have lodged a ticket with the service centre .

They responded with a request to supply my e-ticket and boarding passes (wtf) for all 7 flights. Bit hard when I use their app and digital boarding passes 🤨



Anyway, sent off the e-tickets and they insisted on boarding passes for 2 of the flights. Luckily one of them was the most recent flight so still had the details in the app so screenshotted it and sent that back.



Still waiting to hear where to from here.
I went back into my Jetstar account, found the original booking, took a screen shot, then e.mailed this to them, along with a request for them to explain what the problem was. Seemed to work after boarding passes, invoices etc failed.
From memory, I got knocked back three times. First time they wanted boarding passes, next time invoices, then they said flights didn't qualify.
 

Cddc

Junior Member
Joined
Apr 3, 2018
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23
Points
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Had a couple of flights with max bundles from 24th April not crediting. Lodged a claim through the QFF portal and waited the required 14 days for partner claims. Crickets. Sent a follow up at 9.53am this morning through the online form (https://www.qantas.com/au/en/support/contact-us/frequent-flyer-membership.html). Received an email at 10.02am saying they has credited the flights. I didn't need to provide boarding passes, invoices etc. Turtle to rocket speed. I don't know whether to be disappointed or impressed?!
 

JRWhite

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Jul 12, 2012
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Still waiting, despite the manual it now being 17 Working days since I lodged the manual claim as the Points / status credits had not posted.
 

mc_llama

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Mar 4, 2021
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I received a reply yesterday stating I had not paid for the correct fare and wasn't entitled to the points.....this despite sending them evidence that explicitly shows I had purchased the starter pus fare :mad:

Currently waiting for the response to my reply now.
 

nutwood

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I received a reply yesterday stating I had not paid for the correct fare and wasn't entitled to the points.....this despite sending them evidence that explicitly shows I had purchased the starter pus fare :mad:

Currently waiting for the response to my reply now.
That sounds very much like the reply I received. I sent them BP's and invoices. It couldn't have been more clear.
I'm a bit bemused as to what is behind this. Being Qantas, it could be as simple as a new staffer with insufficient training. Commercially, there's no advantage to be gained by pushing back against people with solid documentation. Compared with CC earn, the points are trivial and I'm not sure of the value of SC's at the moment. Good for life time benefits certainly.
On the counter side, deny someone with a genuine claim and they'll either continue to hammer away, wasting everyone's time, or they'll take huge offence and bad mouth Qantas for the rest of their living days.
 
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Cddc

Junior Member
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Apr 3, 2018
Messages
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That sounds very much like the reply I received. I sent them BP's and invoices. It couldn't have been more clear.
I'm a bit bemused as to what is behind this. Being Qantas, it could be as simple as a new staffer with insufficient training. Commercially, there's no advantage to be gained by pushing back against people with solid documentation. Compared with CC earn, the points are trivial and I'm not sure of the value of SC's at the moment. Good for life time benefits certainly.
On the counter side, deny someone with a genuine claim and they'll either continue to hammer away, wasting everyone's time, or they'll take huge offence and bad mouth Qantas for the rest of their living days.
Agree. Qantas group do themselves no favours. I switched to VA years ago because of the very poor QF service and never looked back until... I was recently granted gold status through their challenge, although I have continued flying VA, mainly for the economy x seating as a platinum. Maybe this might change when work picks up again and I visit ports with no lounge. Urghh... I generally vote with my feet, so brain says stay with VA but QF lifetime status, network and frequency says I should switch. However reading these horror stories and from my own personal experiences makes me second guess. Maybe I will just hire a car.
 

Kiwi_Flyer

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Feb 6, 2018
Messages
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FWIW it appears JQ is not posting as timely as they used to. My recent credits have all been over 2 weeks after flight. It used to be only a week to 10 days.
 

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