Qantas Flight Disruptions: How to Claim Original Routing Credits

How to Claim Original Routing Credits for Flight Disruptions

If your flight is delayed or cancelled, frequent flyer points are probably the last thing on your mind. But if you’re re-booked on a different flight to the one you originally booked, there’s some good news. You can still claim an Original Routing Credit for the Qantas points and status credits you would have earned for the flights originally booked.

Passengers that are involuntarily re-routed can apply for what’s called an “Original Routing Credit”. This would be applicable if you end up flying a different routing – or airline – to the one originally booked.

For example, you might have booked a flight from Canberra to Perth via Melbourne. But the flight to Melbourne was delayed, so you were re-booked via Adelaide. The new routing would earn fewer Qantas points and status credits than what you had originally booked, so you could claim for the difference.

Another instance where you might apply for an Original Routing Credit is if you’re re-booked on another airline. For example, perhaps you missed your Qantas flight from Hong Kong to Sydney and were re-booked on Cathay Pacific. Ordinarily, you would earn only half the usual Qantas status credits for the Cathay Pacific flight. But as you had originally booked with Qantas, you could claim the difference.

This process is not automatic! If you don’t take any action, your account will probably be credited for the flights you actually flew. This may mean that you receive fewer points and status credits than you are entitled to (or, in some cases, none at all!).

In my experience you have to contact them. System will only register the flights you took, not those you were booked on.

To apply for an Original Routing Credit from Qantas, you’ll need to contact the Qantas Frequent Flyer Service Centre. The easiest way to do this is to send an email to [email protected]. Include your frequent flyer number, a brief explanation about the flight re-booking and attach copies of your original ticket and boarding passes.

Send an email to [email protected]
Attach your original e-ticket email (if you have it, otherwise scan of any paper documentation) and scans of your boarding passes.
Make sure the documentation includes your ticket number (starts with 081-) and the Booking reference (PNR).
Clearly state what you booked was not what you flew and want points and SC “Credit” in line with that booked for the “Original Routing” ; i.e. “Original Routing Credit”.

You can also call the Qantas Frequent Flyer Service Centre on 13 11 31.

One member recently ran into some trouble applying for an Original Routing Credit. But after a few attempts they were successful.

Happy to report after three calls I got through an agent who did this for me in 5 minutes (and knew what they were doing). It looks like it is officially allowed but you just need to ask the right person.

Join the discussion on the Australian Frequent Flyer forum: Original Routing Credit due to involuntary rerouting


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Matt Graham
The editor of Australian Frequent Flyer, Matt's passion for travel has taken him to over 60 countries… with the help of frequent flyer points, of course!
Matt's favourite destinations (so far) are Germany, Brazil, New Zealand & Kazakhstan. His interests include economics, aviation & foreign languages, and he has a soft spot for good food and red wine.

You can contact Matt at [email protected]