System Fault with JQ- QFF link for FF Points?

[GaryBne]

I had to travel to PPP - so its Jetstar only. I invested the extra $17 to get QFF Points and status credits, limited ability to change flights and seat selection.

I made an online booking - BNE_PPP – BNE for myself, wife and child. When I make the booking after logging into Member, and the system asks if I am one of the Pax - and enters ALL my details – name ,address, phone number QFF Number and even passport number.
For the other pax I need to manually enter their Qantas FF Numbers. All done - no problem.

Oddly on the booking receipt it shows the Pax names - and below my name is my passport details, the others have their Qantas Numbers below their names.

Five days after the first flight, wife gets her Freq flyer points in her account - I do not have them even after 7 days.
I enter an online points claim with QF - no response after 5 days.

I call and JQ reservations - staff says “go call QF” (of course im now full circle) 38 minutes of on hold and supervisor says my FF number is NOT in my booking -so no points She added it so lets see what happens

I had already made a another booking for Monday BNE_PPP_BNE - same deal - it showed my QFF number when online. I ask the supervisor to check - nope - the booking in her system has my passport number but not my QFF number, despite me paying the $17 x 2

The supervisor added the QFF numbers - but as far as I could see they were already added – with no way to re add them ( hassling to get a supervisor is no solution!)

I checked my profile - the QF number is definitely there. I did a dummy booking BNE – SYD Same result – the system automatically adds all my details including name, address, phone number AND QFF number.


SYSTEM FAULT? the software seems to be picking up the passport number - and not the QFFlyer number . has anyone else experienced this?

Thanks all.

 

[ozbeachbabe]

It seems odd however it would appear that if your passport number is in the booking it doesn't want to accept your ff number. It seems that the ffn has to appear underneath your name in order for the points to post.

Can you not put your passport in or say you aren't one of the pax. If you're able to do that maybe your ffn will then appear under the name field.

Last time I did a JQ booking I don't remember being asked for my passport number.

 

[GaryBne]

Yes Thank you - I guess I could try those "work around" ideas and they are good suggestions

but as I say to the IT folk - don’t give me workarounds - make the system work as it should !

and the real point is that I have to spend hours of hassles just to get what I should have received automatically - But if I make the effort to fix the system and not just my problem, then it will be fixed for many others as well .... Just my bent on this.

- I wasn't asked for my passport number - it’s in my JQ profile....

 

[mannej]

Getting QF points off JQ is a farce.

They seem to have a two month waiting period!

 

[samh004]

I assume you didn't fly BNE-PPP-BNE in the same day? Because I tried that and it wouldn't let me book it. Looking forward to my first JQ flight of the year in October. Though hoping my SC's post properly.




 

[GaryBne]

Getting QF points off JQ is a farce.

They seem to have a two month waiting period!

... except that my wife, on the same booking, same PNR, same transaction etc got her points 5 days after the first flight.



not the same day - BNE - PPP then 2 days later PPP_BNE.... but tahts not key to the issue at hand....

with my SC aniversary date being 31 August ..... I want this all sorted ASAP ....

 

[mannej]

... except that my wife, on the same booking, same PNR, same transaction etc got her points 5 days after the first flight.



not the same day - BNE - PPP then 2 days later PPP_BNE.... but tahts not key to the issue at hand....

with my SC aniversary date being 31 August ..... I want this all sorted ASAP ....

The system is still a farce. A lot of people have one flight post promptly, yet have to wait around 2 months to get the other flight to post even though they were the same booking.

 

[ozbeachbabe]

with my SC aniversary date being 31 August ..... I want this all sorted ASAP ....

How many SC do you need prior to 31 Aug to maintain status/reach the next level? If it's a life or death situation it may be worth doing another flight to get those points/SC in the bag ie don't rely on the PPP SC from the last trip posting by 31 Aug.

- I wasn't asked for my passport number - it’s in my JQ profile....

Before you do anymore JQ bookings I would amend your JQ profile & take out the passport number so if/when you do another JQ booking your ffn not your passport number appears under your name as it seems that having the pp number there somehow inhibits your ffn from registering in the booking.

 

[zig]

The system is still a farce. A lot of people have one flight post promptly, yet have to wait around 2 months to get the other flight to post even though they were the same booking.

Maybe I'm the exception to the rule then. I have never had any problems with points/sc posting within 24 hours of JQ flights.

 

[Jean Prouvaire]

My Jetstar flights used to post within a few days of flying, but in the last few months it's taken ages. I'm still waiting for a flight from 11 June to be credited, and that's after submitting a missing points claim and, more recently, sending in a copy of the boarding pass.

 

[GaryBne]

FIXED ! System Fault with JQ- QFF link for FF Points? (albeit with tape and glue)

This same system fault continued for more flights and months. To remind readers the problem was that my QF FF number is held in a “My Jetstar” profile – so that when making a booking one does not have to enter details like name, address, phone number passport number and QFF number.
But when one makes a JQ booking on line and pays the extra $16 or so for benefits including QFF points and status credits, you expect to get the points. But in a programming error, the booking picks up the passport number only and ignores the QFF number. What follows is many weeks of chasing QF and JQ for the missing points. A normal “missing points” online enquiry never worked.

I pursued this matter with unjustified tenacity. Call me crazy
I recorded other booking with screen shots etc and fully documented what happened. I submitted all this and got the usual brush off “we will pass it on” But in the end I got a Pinay staff member who listened and did indeed pass it on. I think she was the first to listen to the fault. ( most want to make their bonus and make their target of x calls / hour)
I also threatened to take this to the Ombudsman. Maybe that is what worked.

In any case the message finally go through to management / programmers. I got a call to say it was fixed - but she had no details.
In my next booking the system had changed. The booking no longer attempts to pick up the QFF number automatically. Instead it requires the number to be re entered ( sigh) .

Amusingly it offers to give you QFF points OR a $10 credit. I chose the points
And the points ended up in my account 3 days later.

So yippee – they fixed it. But the fix is not elegant. Re entering data already in my profile. Cheap and lazy programming but I guess it’s a discount airline for a reason.

The End.

 

[GaryBne]

Re: FIXED ! System Fault with JQ- QFF link for FF Points? (albeit with tape and glue

Next Project? Seat Allocation Why when I book 2A 1 C, and they even ask for the DOB of the C ( 3 years old) do they get seat allocation so wrong? I tried to check in on line and had no luggage. The system allocated us 3 very separate seats, with the 3 year old well out of sight of the parents. Tried to move seating allocation but it was not possible on this full flight. phoned reservations they could do nothing so had to fix it at check in. BUt Why is the seat allocation system ignorant of age of child and makes its own Unaccompanied minor? This has happened with JQ and QF

 

[samh004]

Re: FIXED ! System Fault with JQ- QFF link for FF Points? (albeit with tape and glue

I encountered a similar issue last year and eventually twigged that I should remove my passport from my JQ profile, that said, still to test if it works better or not!

 

[Cool Cat Phil]

My Jetstar flights used to post within a few days of flying, but in the last few months it's taken ages. I'm still waiting for a flight from 11 June to be credited, and that's after submitting a missing points claim and, more recently, sending in a copy of the boarding pass.

I hear you! I had the same issue a few times last year, I found that a phone call to the QFF call centre works, the staff I have found to be most pleasant & will assist very promptly.


Last year I booked economy return on JQ SYD > HNL with a starter plus bundle. I had received an email offer to upgrade to business max & after careful consideration reading that enables earning status credits at business rates, I took the offer up on the return leg. Jetstar only credited my QFF account at economy, but I sent the QFF a copy of the email offering, along with receipt & boarding pass & finally i got my account credited correctly.


Morale to the story if you take up an email offering from jetstar for a business max upgrade hold onto all documentation & boarding passes & be prepared to call QFF service centre to chase it up.

 

[ozbeachbabe]

Next Project? Seat Allocation Why when I book 2A 1 C, and they even ask for the DOB of the C ( 3 years old) do they get seat allocation so wrong?

I tried to check in on line and had no luggage. The system allocated us 3 very separate seats, with the 3 year old well out of sight of the parents. Tried to move seating allocation but it was not possible on this full flight. phoned reservations they could do nothing so had to fix it at check in. BUt Why is the seat allocation system ignorant of age of child and makes its own Unaccompanied minor? This has happened with JQ and QF

Why aren't you allocating your seat numbers at the time of booking as opposed to when OLCI opens?

If you are paying for the plus bundle it includes SC/ff points/one free date change & basic seat selection.

 

[mannej]

Re: FIXED ! System Fault with JQ- QFF link for FF Points? (albeit with tape and glue

Next Project? Seat Allocation Why when I book 2A 1 C, and they even ask for the DOB of the C ( 3 years old) do they get seat allocation so wrong? I tried to check in on line and had no luggage. The system allocated us 3 very separate seats, with the 3 year old well out of sight of the parents. Tried to move seating allocation but it was not possible on this full flight. phoned reservations they could do nothing so had to fix it at check in. BUt Why is the seat allocation system ignorant of age of child and makes its own Unaccompanied minor? This has happened with JQ and QF

It sounds as If you left seat selection too late, and that it wasn't possible to select 3 seats together.
JQ offers the seats on a first come first served basis, so whatever is left over is then allocated to those who haven't selected theirs.