Failed missing miles request
 

I booked tickets on QR's website. 4 sectors.
My e-ticket doesn't show any frequent flyer number on it.

Checked in at HKG (for the 1st and 2nd sectors), showed them my CX card. Boarding pass shows it was G3 (the code for Gol Airlines) and then my AM number. I didn't notice it at all.

Checked in on the return flight (for the 3rd and 4th sectors), showed them my MPC card. Boarding pass does not show any frequent flyer number.

Got home, wondered why there were no miles credited to MPC. Submitted missing miles request with copies of boarding pass and e-ticket.

The 1st, 2nd and 4th sectors were credited to my account. The 3rd sector was not credited.

After numerous phone calls to CX (first two calls said they will resubmit) and then today they told me that QR's reply is that the points were credited to the G3 account.

But wait! How could I have a G3 account (which I don't have) with the exact same number as the AM number - in my name?!

MPC tells me there's nothing they can do, and asked me to call QR to get them to cancel the credit to the G3 account (which does not exist!)

After putting me on hold for another 15 minutes, they said they will try to liaise with QR ....

Strange thing is, they say they no longer have the boarding pass and e-ticket that I emailed to them previously, and "may" need me to send it again "if" they need it. Don't they have a copy of what I emailed them?

Any tips on how to pursue this?

deleted

Correct.

Be patience. QR has been under a lot of stress due to recent international incident. QR may be able to fix it but takes time.

Also - personal experience - writing to the airline (physically) tends to result a better outcome, except in the case of CX.

Many thanks - I have filled in the online form to email QR detailing the circumstances.

Well, this is a new one. The almighty Gol Airlines frequent flyer program!

I have tangential experiences. Been rejected plenty of times, for both CX and competitor metal even though it was deserved. Persistence pays off and so do phone calls to MPC (not writing, as Gary mentions).

A few months ago fwiw I had to resend my email for a missing mileage request. In that instance, it took two phone calls and two emails. I think my world record in the past where it was 2 emails and 4 calls to get mileage credited that was due.

Put the fact you're Diamond and MPC# in the subject line. Also, I find it helpful to get them on the line, tell them they missed your email and re-explain the situation, and then keep them on the line while you send it again, and make sure the MPC rep says they see it and it looks good.

Obviously this is a ridiculous situation and it will be rectified. You just need to be very patient and prepared to waste yours or your secretary's time.

I believe you misunderstand - I actually mean writing a correspondence and mailing it to QR, not email.

Since you can attach all evidence physically, there is no more excuse that QR has not receive this and that.

Ah, I misunderstood you too.

I think to save his/her sanity, psychiatrist should just yell at CX MPC until it gets solved. That's usually my experience with them. This is so dumb.....who the hell has a Gol Airlines frequent flier account, and why on Earth would it be on his booking?...I think once it gets elevated at MPC and you bug them enough times, they'll do what's needed to solve it.

Thanks all. This is frustrating .... I need the 25 CP for that sector to renew DM!

My experience was the reverse. I had a flight (call it #2 ) credited to CX that should have gone to my QF account.

Apparently QR created a separate PNR for several QR flights and failed to copy the FF account correctly from the original. Checking in for flights 1,2,3 flight #2 failed to show a FF account though #1 and #3 correctly showed the QF details. I later checked in for another ticket (different ticket and PNR) where I did change the original FF account from QF to CX.

Interestingly flight #3 credited normally timewise and correctly. #2 credited to CX. Fortunately I noticed this and as I was transiting HKG, the MPC help desk viewed the boarding pass without FF details and reversed the credit.

Now it will be interesting to see if QF will credit it based on the original PNR without the hassle of scanning the boarding pass, etc.

Happy wandering

Fred

PS I need it to qualify for higher status with QF...

If MPC renewal is the primary objective (vs miles to burn etc..in a 'care much more for' manner), it might be worthwhile to:
A) create the MPC case for the retroactive claim
B) start a separate thread/case with them on DM renewal, pointing out that while you are working on #A , you are disadvantaged till #A gets sorted

And potentially, forget about #A (given the hassle involved) after #B is sorted...

I had a potential issue with my status renewal a bit back- UL /QR flights were taking a long time to post on retroactive claims, and I'd screwed up in my attempt to 'optimize' things..wrote in and they replied along the lines that I should let them know if there are bookings on which I'd not be getting my DM/EMERALD benefits because of the delay in resolving my renewal..

My money on them just renewing your DM 'given your continued loyalty'..

This thread raises further the issues of how airlines actually credit to FFPs. And in some retroactive claims I've had the same response as OP that the airline has credited to one FFP that they shouldn't have.

Interestingly I had once a UL flight where by default my travel agent had put my CX MPC number to it. At the airport I requested to change to BA and BA was correctly reflected in my BP. But when I completed my trip, I noticed the miles were credited to BOTH CX and BA. Strange indeed...

i have the same problem but w diff airlines. BA metal and JL program. JMB number printed on bp but they arent delivering the miles and it went to AB account!

What would be the reason they know about your AB account number?

It's ok, I still have over half a year before renewal. It better be sorted out by then!