Too many points taken for QF2 J upgrade - how to get them back?

[Borkymooners]

Looking for some advice

Recently scored a points upgrade to premium economy on QF2. Then got bad beep at the gate and further upgrade to J. Was issued a boarding pass LHR-SIN but told to see lounge about SIN-SYD.

Checked points balance at SIN to see that full Y-J LHR-SYD upgrade tariff (130,800) had been debited so thought “great - will be in J for the whole route”. Asked the lounge at SIN who suggested I’d receive a new boarding pass at the gate. Not to be and spent the SIN-SYD leg in Y - no big deal but obviously now wanting to reclaim the points difference.

Tried calling the call centre who advised me to fill a form online - response from the online feedback was to phone up - great.

Furthest I’ve got so far was the CSA at Sydney domestic J lounge calling on my behalf and seemingly reaching a resolution where I was told the points would be refunded but alas nothing yet (about 3 weeks later)

Any ideas on how to resolve this? Has anyone else had a similar issue?

I’m still not sure exactly what happened- but from looking over the shoulder of the CSA in the SYD lounge, looks like the system was trying to deduct the points /issue the upgrade multiple times but returning ‘insufficient points’ after they’d made the initial deduction. Maybe why the second leg boarding pass wasn’t issued?

Interested to hear people’s thoughts…

 

[AIRwin]

Try emailing [email protected] with a copy of your points activity statement, ticket, boarding passes, etc

 

[sudoer]

Try emailing [email protected] with a copy of your points activity statement, ticket, boarding passes, etc

This is the way. The SIN-SYD boarding pass will be crucial.

You'll get an auto generated response with an SR number within a day or two. If you don't get any personalised response from them within a week, call and quote the SR number. You may need to push for a resolution by calling every few days.

Note down the dates/times of you call. If you don't get a response within a couple of weeks, submit a complaint form.

 

[1022]

Good luck! FWIW, I’ve usually found the frequent flyer email team to be reasonably reliable so long as I’ve provided them with all required info.