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Missing / incorrect flight activity (SQM/SQS/SQD/Aeroplan, November 2020 onwards)

Old May 17, 2021, 11:43 pm
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Last edit by: Adam Smith
Please note: this thread is for questions about flights you have taken where you have not received credit (SQM/SQS/SQD, as well as Aeroplan points - including elite bonus points), and how to get that missing credit. If you have a question about whether an upcoming flight can or should earn SQx/points (and how many), please see the status qualification thread. If you are missing points from an Aeroplan promotion, please post in the thread relating to that promotion, as these points post on their own timelines unrelated to when the flights themselves post.

For flights that have not posted at all, request missing points for a flight (should credit missing SQM/SQS/SQD, as well as Aeroplan points).

If the request is rejected by the automated system, e-mail [email protected].

For flights with SQD missing or incorrect, after SQM/SQS have posted, report a Status Qualifying Dollar discrepancy. It's also possible to e-mail the SQD adjustments team at [email protected]. E-mail does not appear to consistently provide faster responses.

If all else fails, use the customer service web form (select General Concerns, then Aeroplan, then Other. This will give you a free-form text box where you can explain your situation and attach any supporting files).

Please do not phone AC or Aeroplan about this. Anyone you reach on the phone will be unable to help you. At best, they will fill out the web form above, which will take far longer than if you just do it yourself. (The same is true of the SE and Concierge e-mail addresses).
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Missing / incorrect flight activity (SQM/SQS/SQD/Aeroplan, November 2020 onwards)

Old Nov 1, 2021, 12:51 pm
  #271  
 
Join Date: Jun 2021
Programs: Air Canada Super Elite 2MM, bonvoy titanium lifetime, united silver
Posts: 86
Thanks cow and mike - I’ll let you know how my issue progresses. Cheers
gadflyboy is offline  
Old Nov 1, 2021, 4:20 pm
  #272  
 
Join Date: Jun 2021
Programs: Air Canada Super Elite 2MM, bonvoy titanium lifetime, united silver
Posts: 86
Just now off phone with aeroplan. Agent advised that they are aware of the issue, that it impacted many members who flew October 22 through 28 , that the “new” protocol required AP to forward issue to AC “status benefits” group, and that he had no idea how long it would take to sort out. The bit about status benefits and new protocol sounded dodgy but what do I know.
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gadflyboy is offline  
Old Nov 2, 2021, 1:00 am
  #273  
 
Join Date: Feb 2016
Location: YSJ, IAD, LLW/KGL
Programs: Aeroplan, ShebaMiles, SkyMiles
Posts: 123
Got a weird double email reply about my credits being rejects, but this came from the email ID "AE_Onl Req Stalled" - Looks like they've created a special email ID for some of these requests that aren't being approved by the tool. At least it appears someone actually read through my case this time, as opposed to just plugging the details into the online system. Will see if things get credited properly.

Thank you for your email regarding a points credit request.

We confirm that the necessary information and travel documents have been received by Aeroplan. Your flight credit request has been escalated to Air Canada for investigation. Please allow from 6 to 10 weeks to process the request..

We trust this information to be useful and thank you for your patience.
Regards,
Aeroplan – Customer Service

This is following your email regarding a points credit request.


As we are currently experiencing problems in receiving a response from the carrier in question we have, on an exceptional basis, credited the applicable points to your account. You may view the confirmation of this transaction within the next 24 hours by logging in to your account online.

Thank you for your understanding.

Regards,
Aeroplan – Customer Service
And similar to gadflyboy, it's kind of funny as the "carrier in question" in this case is Air Canada.
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b_magee is offline  
Old Nov 2, 2021, 1:41 am
  #274  
 
Join Date: Nov 2018
Location: Vancouver
Programs: AC SE100K 1MM, FB Platinum, Bonvoy Platinum Elite, IHG Gold Elite, Hilton Gold
Posts: 1,657
Originally Posted by mike88m
Just a DP on missing SQD. I got some help from a phone agent and within 2 days saw the proper SQD post and received a follow up e-mail as per below:

"Thank you for taking the time to write in. We have looked into your verification request and are glad to inform you that the SQD you were missing for this itinerary have now been added to your account. You can view this adjustment by signing into your account and then accessing the “Activities” tab.

Please do not hesitate to write back if ever you have other SQD related queries in the future.

Best regards,

Audrey

Aeroplan Elite team"

This email came from [email protected] in case anyone can make use of it. I'm trying again for another SQD issue and will report back. Hopefully I get a similar 2 days turnaround instead of the 6-10 week reply from the online submission.
Did you speak to a regular Aeroplan agent at the start? How did you get this resolved so quickly? Thanks for enlightening us further.
EdmFlyBoi is offline  
Old Nov 2, 2021, 9:42 am
  #275  
 
Join Date: Jun 2021
Programs: Air Canada Super Elite 2MM, bonvoy titanium lifetime, united silver
Posts: 86
Mike - really appreciate the info …. Did the call itself do the job or did you write in as per the AP response (which we know is far from the good standard of factual accuracy ). If you did write in , to whom did you write ? Cheers and thanks
gadflyboy is offline  
Old Nov 2, 2021, 9:44 am
  #276  
 
Join Date: Aug 2013
Location: YVR - MILLS Waypoint (It's the third house on the left)
Programs: AC*SE100K, wood level status in various other programs
Posts: 6,326
So, I have some missing bonus miles and I put in a request via the general AC complaint form. (I went that route because the usual Request Missing Points form offers no ability to add comments and I already got the SQM/SQD for this flight.) Over 12 weeks later, I still no nothing from AC other than the usual case file acknowledgment email. Did I screw up - is there a better way to request missing bonus miles from AC?

In the scheme of things (like some missing SQM/SQD and a travel voucher that I'm chasing down) this is just a couple of thousand AE miles, so I'm not heartbroken. But this is a an advertised benefit of being an SE and I'm willing to poke them one more time.
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Old Nov 2, 2021, 10:38 am
  #277  
A FlyerTalk Posting Legend
 
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, BA Gold, SQ Silver, Bonvoy Tit LTG, Hyatt Glob, HH Diamond
Posts: 44,777
Originally Posted by Bohemian1
So, I have some missing bonus miles and I put in a request via the general AC complaint form. (I went that route because the usual Request Missing Points form offers no ability to add comments and I already got the SQM/SQD for this flight.) Over 12 weeks later, I still no nothing from AC other than the usual case file acknowledgment email. Did I screw up - is there a better way to request missing bonus miles from AC?

In the scheme of things (like some missing SQM/SQD and a travel voucher that I'm chasing down) this is just a couple of thousand AE miles, so I'm not heartbroken. But this is a an advertised benefit of being an SE and I'm willing to poke them one more time.
Let me know, because I'm missing the SE bonus on 4 flights ranging from January to August.
canadiancow is offline  
Old Nov 2, 2021, 10:46 am
  #278  
Moderator, Air Canada; FlyerTalk Evangelist
 
Join Date: Feb 2015
Location: YYC
Programs: AC SE MM, FB Plat, WS Plat, BA Silver, DL GM, Marriott Plat, Hilton Gold, Accor Silver
Posts: 16,914
Originally Posted by Bohemian1
So, I have some missing bonus miles and I put in a request via the general AC complaint form. (I went that route because the usual Request Missing Points form offers no ability to add comments and I already got the SQM/SQD for this flight.) Over 12 weeks later, I still no nothing from AC other than the usual case file acknowledgment email. Did I screw up - is there a better way to request missing bonus miles from AC?
I don't know of any better way than what you're doing. Not that I've resolved my missing bonus miles from last December.

I didn't end up writing in until July. I got a reply within a week that they had already credited, referencing a date when they had fixed an SQD discrepancy on the same booking. I wrote them back and explained the issue, and they acknowledged it and said they'd pass it on to the correct people.

I hadn't heard from them, so a day or two ago, I sent them another note expressing my frustration and asking for an update. They said they'd pass it on to the correct people and apologized for the delay.

We'll see whether I ever get the 426 points.
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Adam Smith is offline  
Old Nov 2, 2021, 10:55 am
  #279  
 
Join Date: Aug 2013
Location: YVR - MILLS Waypoint (It's the third house on the left)
Programs: AC*SE100K, wood level status in various other programs
Posts: 6,326
I guess "the correct people" are on vacation. A lot.

Welcome to benefits roulette.
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Old Nov 3, 2021, 6:22 am
  #280  
formerly known as DeltaNYC
 
Join Date: Mar 2002
Location: YYZ, mostly...
Programs: AC SE100K / FB Platinum / BA Bronze / Marriott Ambassador (LT Plat) / Hilton Diamond / IHG Plat
Posts: 1,707
Update: they seem to be fixing the issue of recent wonky point postings for the Oct 21-28 period. My SQMs and 75K bonus showed up today without having to call or file a claim. The only thing that is still missing is the 15% Comfort fare bonus from the SQM but I won't lose sleep over it and it's not worth my time chasing it.
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Far Siren is offline  
Old Nov 3, 2021, 6:27 am
  #281  
 
Join Date: May 2012
Location: YYZ-YYC
Programs: AC50K, OZ*G
Posts: 281
I just got an adjustment for SQM but still missing SQS.
WannabeSE is offline  
Old Nov 3, 2021, 7:26 am
  #282  
 
Join Date: Nov 2018
Location: Vancouver
Programs: AC SE100K 1MM, FB Platinum, Bonvoy Platinum Elite, IHG Gold Elite, Hilton Gold
Posts: 1,657
Originally Posted by Adam Smith
I don't know of any better way than what you're doing. Not that I've resolved my missing bonus miles from last December.

I didn't end up writing in until July. I got a reply within a week that they had already credited, referencing a date when they had fixed an SQD discrepancy on the same booking. I wrote them back and explained the issue, and they acknowledged it and said they'd pass it on to the correct people.

I hadn't heard from them, so a day or two ago, I sent them another note expressing my frustration and asking for an update. They said they'd pass it on to the correct people and apologized for the delay.

We'll see whether I ever get the 426 points.
I had a whole to do about something similar. I also expressed my considerable frustration and got 4000 miles as a result.

It almost feels as though things change from week to week and day to day. The whole ongoing AC IT mess is a considerable time suck.
EdmFlyBoi is offline  
Old Nov 3, 2021, 8:39 am
  #283  
 
Join Date: Feb 2019
Location: ARN
Programs: AC, SK, AY, Marriott, BW, Avis
Posts: 1,213
Just got my missing SQD for flights in mid October. Requests were sent Oct 18th via the missing SQD form.

Still missing LQM for some older flights
TechnoTourist is offline  
Old Nov 3, 2021, 9:13 am
  #284  
 
Join Date: Nov 2005
Location: YSC (and all its regularly scheduled flights)
Posts: 2,558
I also got my 2 missing flights of SQM, but no SQS, LQM or EDQ.
painintheuk is offline  
Old Nov 3, 2021, 9:39 am
  #285  
 
Join Date: Aug 2013
Location: YVR - MILLS Waypoint (It's the third house on the left)
Programs: AC*SE100K, wood level status in various other programs
Posts: 6,326
Well, that was easy.

Submitted two requests for points from missing flights and they showed up in my Dashboard instantly. SQD/SQS/SQM all correct now. No SE Bonus miles though, but I will wait a few days / weeks to see if those show up.

This is the first time I've had to submit a missing flight request for a while, so I am impressed. Since these flights were from the YHZ Do, I think I will celebrate this AC IT non-fail with a Blueberry Grunt tonight.
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