Was the Distance between BKK & KUL being Deliberately misstated by QFF? [Now Fixed by QFF] | Page 5 | Australian Frequent Flyer
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Was the Distance between BKK & KUL being Deliberately misstated by QFF? [Now Fixed by QFF]

Vic

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Jan 31, 2017
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I would push back on this and not accept that as an answer. The distance based earning table applicable to BKK-KUL flights did not change at all on 23 Oct 17.
Yes, I have gone back to make the point that the earning didn't change, or rather that the earning was still incorrect for the pre-23 October table.
 

Tonkatough

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This particular circumstance can't have been contemplated by the 12-month limitation in the terms and conditions. As it couldn't have been comtempated, the condition shouldn't apply.

The 12 months is designed to fix problems like missing flights, wrong class of travel, credit for comfort seats, or original routing credit. All sorts of things where the passenger has the opportunity to look at their statement and say 'hey, that's not right'.

In this case QF would have argued there was no error... it determined the number of miles between KUL and BKK and credited the points and status credits accordingly. Now they have recalculated those, so they also need to recalculate the points awarded.
After a period of silence, then an email reminder, here is the latest correspondence received:

To assess your claim for Qantas Points we'll need you to send us copies of relevant documents. On receipt of this documentation, we'll be happy to credit your account as soon as possible.

We require ticketing information and boarding passes for flights. These documents allow us to ensure the transactions are eligible and the correct points are allocated.


What do people think of this? I did submit all the ticketing information in the original email. Boarding passes will be tricky, but possible, to find.
 
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After a period of silence, then an email reminder, here is the latest correspondence received:

To assess your claim for Qantas Points we'll need you to send us copies of relevant documents. On receipt of this documentation, we'll be happy to credit your account as soon as possible.

We require ticketing information and boarding passes for flights. These documents allow us to ensure the transactions are eligible and the correct points are allocated.


What do people think of this? I did submit all the ticketing information in the original email. Boarding passes will be tricky, but possible, to find.
I'm not entirely sure if the boarding passes are necessary. The original credit for the flight would be in your FF statement (even if QF have to do a bit of forensic work to bring up an old statement.) That is proof in and of itself that QF have accepted this as a valid transaction (ie that you flew eleigible flights).

You certainly shouldn't be required to provide those again. But I guess if you can locate them it wouldn't hurt.
 

Tonkatough

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I'm not entirely sure if the boarding passes are necessary. The original credit for the flight would be in your FF statement (even if QF have to do a bit of forensic work to bring up an old statement.) That is proof in and of itself that QF have accepted this as a valid transaction (ie that you flew eleigible flights).

You certainly shouldn't be required to provide those again. But I guess if you can locate them it wouldn't hurt.
And interesting that the QFF reply refers to my 'claim for Qantas Points' rather than the "claim for missing points and status credits caused by an error in the milage used by QANTAS to calculate points and status credits between KUL and BKK" in my initial email.
 

Vic

Active Member
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Jan 31, 2017
Messages
636
My claim is ongoing, most recent was you can't claim more than 12 months in the past.
 

Vic

Active Member
Joined
Jan 31, 2017
Messages
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Keep trying! the 12 month limitation period can’t apply here. If QFFF is unwilling to budge then the ACA might be of assistance.
yeah, I called them immediately and they said they'd fix and call back by that night. No action. so I'm going to the ACA.
 

richh1833

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Joined
Dec 16, 2011
Messages
428
After back and forth, they end up just sending me and email effectively telling me I'm wrong.

Thank you for contacting the Qantas Frequent Flyer Service Centre.

Please be advise that the provided information is not the Qantas website information therefore invalid. We would like to confirm that the points credited to your account for your flights have been calculated correctly.

If you'd like to know more about eligible flights, please visit qantas.com/airlineearningtable
Unbelievable. I'll have to waste my time to call them and chase them about this ,the DSC and cancelled points refunds.
 

serfty

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After back and forth, they end up just sending me and email effectively telling me I'm wrong.
...
Unbelievable. I'll have to waste my time to call them and chase them about this ,the DSC and cancelled points refunds.
That response does not even address the issue.

I'd suggest contacting the Airline Customer Advocate:

More here: Industry Ombudsmen & Dispute Resolution
 

richh1833

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That response does not even address the issue.

I'd suggest contacting the Airline Customer Advocate:

More here: Industry Ombudsmen & Dispute Resolution
Yeah you should have been the first couple of replies. I gave them a call to case it up and follow up on the DSC. Was told to wait 3-5 working days. So let's see if they do anything. I don't understand why some QFF CSR are so unhelpful or unwilling to help?
 

serfty

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QFF CSR are so unhelpful or unwilling to help?
Their aim is to get an issue "resolved" ASAP - it helps their KPI's. So they don't look up your previous references, just try to quickly interpret what is before them, fob you off with what they deem a pertinent autotext denial and close the case.

The time I used the ACA, it was preceded with no less than 6 SR's, all closed with a such a fob off on the spot. Great for their KPI's, terrible for customers with a legitimate issue.
 

Tonkatough

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And interesting that the QFF reply refers to my 'claim for Qantas Points' rather than the "claim for missing points and status credits caused by an error in the milage used by QANTAS to calculate points and status credits between KUL and BKK" in my initial email.
I let this go for a week or so with the intention of going to the ACA, then today received a call from a Sydney number QFF rep with a Philippine accent. It took 16 minutes to establish that the only position QFF were willing to take was that my claims were invalid because they dated back to before 12 months ago, which is the same as the response I received in email number 2 of 5 of the chain. So I asked the representative if she would prefer me to speak to her manager or that I go to ACA. She replied was that she would speak to her manager and I would receive a call. No call received, so it's off to ACA I go. Will report back on how I go.
 

Hvr

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I originally sent an email end Nov 2018 and received a response late Dec 2018 that said all was well.

I knew it would take a long conversation so haven't been free to ring until now.

I rang today and at the appropriate time gave my SR number. She looked at the matter and then asked to put me on hold, after approximately 10 minutes she came back and said the matter was being looked at by a specialist team who will call me when it has been resolved.

Methinks the matter is causing them some problems.

Another interesting thing is that I wasn't given the opportunity to rate customer service received despite being reminded at the start of the call.

I have two round trips with flights BKK-KUL-BKK, so 80 SCs and 2200 points involved.
 

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