Slow posting of QFF points and SCs after a JQ flight

ninin

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I had similar issue in May and needed the 10 SCs from JQ flight in mid-May to reach 1200 SCs exactly. Called on 30 May and mentioned I was flying early June and didn't want status downgraded on account of delayed of SCs for JQ flight and they processed the SCs manually for me without boarding passes. He just did it with the ticket number and PNR.

I guess you could try calling back until you get the right person to assist.
Please report back to let us know how you go! All data points are helpful :)

I have been incredibly frustrated over recent weeks trying to have Qantas process the Jetstar points.

I did try calling again in the hope that I would get another operator who would process them immediately. First I was transferred back and forth across departments for some reason, each time having to go through the saga again. Finally I thought someone was going to help me as I was put on hold for some time. However, she eventually returned to me and only confirmed that I was eligible for the points (yeah I already knew that). Then she told me I had to wait 14 business days and I should call after that and they would process if Jetstar had not already confirmed the flights. Of course it made no sense as she saw my itinerary and boarding passes and confirmed the number of points etc. Surely it couldn't have been too hard for them to post the flights. But apparently impossible until Jetstar confirm (why then ask me to send everything in). By the way, it's 14 business days from after they start the query, not from when you send it in.

So four days later, after more than total 14 business days, I called them back again as instructed. I was then told it had to be 28 business days. Again, put on hold I was feeling a little hopeful. Eventually the operator came back and confirmed the flights and status credits again (!!). So frustrated at this point as he wasn't going to budge until Jetstar confirmed the flights, even though I would have slipped to Gold the following day and flying to USA in a few days. He did say he would make a note and check the file after 28 days and process the flights if Jetstar had not already confirmed them! No help to me at all. I politely asked to speak to a manager as I wanted to escalate the issue. He tried to avoid that, instead repeating everything he'd already told me (28 days etc). I suspected the call was being monitored at this point as midway though the sentence, he suddenly changed tunes.

He told me that under special circumstances, I have been updated to Platinum again. They apparently looked at the previous 3 years status credits and saw that I exceeded the qualifying amount over the 3 years combined and so awarded me with Platinum status again (plus mentioned that I have been Platinum for 8 years). He said the system had already done that and a new card had been posted. Of course I am happy about that, but also frustrated that I was made to feel like they were doing me a favour. I also fear that their system reflects I was given a complimentary upgrade when I actually earned it myself, and this could go against me at a time in the future should I genuinely require it.

After all this I feel like a real complainer, first world problem etc. Just that with the constantly eroded benefits, and flying internationally in a couple of days, I really want to take advantage the little benefit I can get out the programme.

Best wishes to all.

PS If I go to certain restaurants, Qantas points are credited within hours of paying the bill. Just don't get why it takes so long for Jetstar who are owned by Qantas.
 

Noosa Hoff

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I have had an on going battle with Qantas since the start of the year with Jetstar flights, that have been paid for with a starter max bundle, being added to my QFF activity as reward flights. Has happened 10 times since Feb this year. And its also taking for ever for them to investigate. Am pushing for Gold this year and at this rate I won't make silver again!
 

sudoer

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I have had an on going battle with Qantas since the start of the year with Jetstar flights, that have been paid for with a starter max bundle, being added to my QFF activity as reward flights. Has happened 10 times since Feb this year. And its also taking for ever for them to investigate. Am pushing for Gold this year and at this rate I won't make silver again!

I flew a Starter Max in May and had no issues getting it manually credited. Are the flights being booked through the Jetstar website or a travel agent? Have any of them been eventually credited?
 

Noosa Hoff

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I flew a Starter Max in May and had no issues getting it manually credited. Are the flights being booked through the Jetstar website or a travel agent? Have any of them been eventually credited?
Yeah they are credited after I follow it up with boarding passes, invoices and itinerary. Has now been 10 times. Giving me the irrits!! Flights are all booked on JQ website. And my QF FF is in there when I book starter max. QFF keep telling me to make sure its there.... Same dribble each time. I just want it fixed!
 

sudoer

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Giving me the irrits!!

That must be incredibly frustrating, but at least they are crediting.

The next time it occurs I'd suggest emailing a list of all the previous dates and case IDs to the QFF email address and asking for it to be escalated to a technical team to explain.
 

AIRwin

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And my QF FF is in there when I book starter max. QFF keep telling me to make sure its there....

You should point out to QF that they should be able to tell from the boarding pass that it's already there...
 

sudoer

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You should point out to QF that they should be able to tell from the boarding pass that it's already there...

JQ boarding passes don't list the QFF number, they just have a code "QFFP" alongside the other four letter JQ codes.

It's clearly linked correctly if the flight is posting as a classic reward though, and it should show on the emailed itinerary.
 

Noosa Hoff

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JQ boarding passes don't list the QFF number, they just have a code "QFFP" alongside the other four letter JQ codes.

It's clearly linked correctly if the flight is posting as a classic reward though, and it should show on the emailed itinerary.
Just been on the phone to QFF and guess what its a Jetstar problem! They are trying to tell me that as I am a Club Jetstar member that this is telling the system that I have a discounted fare that QFF pick up as a reward booking. Sheesh!
 
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sudoer

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Just been on the phone to QFF and guess what its a Jetstar problem! They are trying to tell me that as I am a Club Jetstar member that this is telling the system that I have a discounted fare that QFF pick up as a reward booking. Sheesh!

This actually makes a bit of sense. Jetstar could be using the same inventory for both Club Jetstar and QFF Classic Award fares, and Qantas is unable to distinguish between the two as they show as the same fare bucket. The bad news is if this is correct, you'll need to continue manually submitting claims for each itinerary until Jetstar change this practice. Out of interest, is it taking 6-8 weeks for the "classic award" flight to post to your QFF activity statement?
 

Noosa Hoff

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This actually makes a bit of sense. Jetstar could be using the same inventory for both Club Jetstar and QFF Classic Award fares, and Qantas is unable to distinguish between the two as they show as the same fare bucket. The bad news is if this is correct, you'll need to continue manually submitting claims for each itinerary until Jetstar change this practice. Out of interest, is it taking 6-8 weeks for the "classic award" flight to post to your QFF activity statement?
Takes about 3 to 4 weeks for the adjustment to come through. After my rant on the phone, I did apologise to the operator a number of times, she was going to put me through to customer care. That didn't help, so now they are escalating the problem, and they think that they will sort it out with Jetstar. The interesting thing is that I very rarely see any club jetstar flights on the sectors and times that I fly....so I generally don't use this fare type. The other thing that I pointed out was that one of my return flights, one sector was correctly credited and the other wasn't. And that has happened twice. So as I pointed out to the operator this is a Jetstar problem is a leaky argument at best.
 

justinbrett

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I’m flying NTL-MEL next week on a QF codeshare, QF ticket (connecting to QF95)

It will be interesting to see if it credits quickly like QF flights or just as slow like other JQ flights.
 

Flyin_Penquin

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I’ve had the same issues with the slow postings this year, been on average about 6-8 weeks to show on my QFF activity from a JQ flight.
Also, had a couple of “reward flights” showing up for my AKD-OOL return on a Starter Max fare, but was resolved promptly by Qantas via email and attachments of BP and booking receipt.
It’s been very annoying with the slow process but I guess we can only hope they can resolve these ongoing issues.
 

Flyin_Penquin

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Yes, so I guess like mentioned by Noosa Hoff above that it looks like Club Jetstar is causing the reward posting issue.
 

justinbrett

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So interestingly, I flew JQ NTL-MEL under a QF codeshare (connection to QF international flight) - it posted within 48 hours.
 

Flyin_Penquin

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So interestingly, I flew JQ NTL-MEL under a QF codeshare (connection to QF international flight) - it posted within 48 hours.
That’s good to know. So, it’s looking certain that it’s only on JQ booked flights for slow postings of QFF / SC points (6-8 weeks).

I only dream of Qantas to return back to NZ domestic with lounges again.
 
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justinbrett

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And now it's come to this...

SC balance 1360. NTL-BNE-NTL both in max yet to credit from 5 weeks ago (40 SCs). Claimed the points as soon as I could even though I know it makes no difference.

I have QF flights booked next week - I want in to the J lounge! Gonna try and see if they can upgrade me early. Very unfair if I have to wait another three weeks.
 

Flyin_Penquin

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And now it's come to this...

SC balance 1360. NTL-BNE-NTL both in max yet to credit from 5 weeks ago (40 SCs). Claimed the points as soon as I could even though I know it makes no difference.

I have QF flights booked next week - I want in to the J lounge! Gonna try and see if they can upgrade me early. Very unfair if I have to wait another three weeks.
Totally agree with you.
I had flights on my last week of yearly anniversary and it took 8 weeks to clear my SC, meaning I lost those 8 weeks of benefits waiting for it to be updated.
JQ really need to up their game on this.
 

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