Slow posting of QFF points and SCs after a JQ flight

nutwood

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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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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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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

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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

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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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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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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.
 

Cddc

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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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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.
 

SJF211

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Finally had my status credits and Qantas points posted today. The flight was JQ921 on 31 March. After 4 weeks I did request a missing points claim but this was rejected about 2 weeks later saying the flight was ineligible to earn points on.
 
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MH_fan

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What I can't understand is why something so simple has to be so complicated. If the original booking has the bundle and you choose the points/SCs, then it should be automatically credited after you've taken the flight! Things like this really cough me badly!! I hope they fix all this before my next JQ flight in August.
 

Thai-Kiwi

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Hah, sadly I can join this conversation from NZ.

I flew WLG-CHC on 19 Jun on a Max Bundle. BP shows QFF, MAX etc etc.

After 2 weeks no credit, so made online claim. This was rejected after a week with ‘flight not eligible’. Have now emailed QFF with BP, tax invoice and scan of emailed booking.

Looks like great patience is needed…
 
Last edited:

Kiwi_Flyer

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Hah, sadly I can join this conversation from NZ.

I flew WLG-CHC on 19 Jul on a Max Bundle. BP shows QFF, MAX etc etc.

After 2 weeks no credit, so made online claim. This was rejected after a week with ‘flight not eligible’. Have now emailed QFF with BP, tax invoice and scan of emailed booking.

Looks like great patience is needed…
I think you mean 19 June. My JQ flights on 20 June have only just posted.
 

Thai-Kiwi

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I think you mean 19 June. My JQ flights on 20 June have only just posted.
Fixed, thanks. I guess the QF notification they rejected my claim was the clue I needed to find another way to submit this claim.
 

Thai-Kiwi

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Emailed response within 4 days with confirmation Points and SC applied to my account. The email grammar suggests this had already happened (it hadn’t) and no mention was made of the initial rejection…🙄 Oh well, at least resolved.

On Friday, July 9, 2021, 19:02, Qantas Frequent Flyer <[email protected]> wrote:
Frequent Flyer number xx_xx_x
Hi Thai-KiwiYour claim for missing Qantas Points submitted on 05-Jul-2021 has been processed but was UNSUCCESSFUL - FLIGHT NUMBER NOT ELIGIBLE TO EARN.

Your claim details

Claim ID: xx_xx_x
Flight Details: JQ 289 19-Jun-2021 WLG CHC

On Tuesday, July 13, 2021, 13:21, Qantas Frequent Flyer <[email protected]> wrote:
Dear Thai-Kiwi,

Thank you for contacting Qantas Frequent Flyer Service Centre.

I hope this email finds you well.

We highly appreciate you sending copy of travel document to support your flight points claim.

We can confirm that your Qantas Points for this flight JQ289 last 19 Jun 2021 which have been submitted had already been successfully credited to your account.
 
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