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Qantas utterly hopeless at crediting JQ flight points

Qantas utterly hopeless at crediting JQ flight points

Old Sep 26, 18, 9:49 pm
  #76  
 
Join Date: Jan 2016
Posts: 892
Originally Posted by Platy View Post
QF publish a 14 day target for reposting refunded points.

Last time I got action by doing the following:
  1. Requested a chat session using the chat function
  2. Initially requested information on the target for refunding points
  3. If the agent is any good they will give you a link to the relevant web page on the QF web site
  4. You can then turn the discussion to your situation and point out that this target is breached and you expect and require a rapid resolution
  5. If the agent is any good they will realise this requires escalation and corrective action

This worked when ringing agents on the so-called premium line failed to get action.
Thanks, yes good advice, as is the suggestion to use the resolution service.
My points were refunded 4 months after the cancellation. Still waiting for the taxes/fees. On the latter, Qantas suggested it was my fault because the CC with which I’d paid had now expired and so a refund couldn’t be made. They didn’t respond when I pointed out that the card expired 3.5 months after the cancellation.
On Jetstar: one wonders where the fault/glitch is. Experience would suggest Jetstar is at fault for the slow crediting, but it’s beyond bizarre that Qantas doesn’t recognise that they’re peeing people off over this issue.

paolo64 is offline  
Old Sep 27, 18, 8:44 pm
  #77  
 
Join Date: Feb 2009
Location: Cairns, Australia
Posts: 919
Originally Posted by paolo64 View Post
it’s beyond bizarre that Qantas doesn’t recognise that they’re peeing people off over this issue.
I respectfully disagree.

IMHO QF cares not whether it pisses its customers off.

Management are deaf to feedback from the coalface - many cabin staff have told me that their feedback is met with indifference.

AFAIK the QF feedback / market research systems are not sampling lost customers.

It's all part of a culture of arrogance from the top down.

I've seen the current CEO in the airport terminal and he made no effort to interact with his staff or customers. On the other hand I've seen James Strong keenly converse with cabin crew after service.

Seriously, if QF gave a rat's buttocks it wouldn't have such ridiculously long wait times for its customers to endure...

Perhaps the presumption is that there'll always be another new mug customer, so if you lose business it doesn't matter a jot.

I didn't fly with QF for 3 months when I was P1: you'd think that would be a flag to make contact, surely - but no! Even Coles Online just contacted me to see if all was Ok after break using their service...
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Platy is offline  
Old Oct 28, 18, 4:15 am
  #78  
 
Join Date: Jan 2005
Location: homeless
Programs: QF Plat, EY Plat, A3 Gold, KL Gold, Bonvoy Plat
Posts: 576
Why do JQ flights never credit?

Bit of a QF newbie, (though I did hit Platinum in my first 6 months).

Have taken 4 JQ flights so far and none of them have credited without a retro-claim. They were all on valid fare classes (Plus and even Max) - but every single flight has fallen through the gaps.

Is there any trick to getting flights recognised properly in the booking process? I've noticed when i put my QF number into the JQ booking engine it conflates my submission with a desire to pay with miles - perhaps I'm entering my membership number at the wrong point?

g'day from MEL F Lounge!
EFATO is offline  
Old Oct 28, 18, 5:34 am
  #79  
 
Join Date: May 2002
Location: Newcastle, Australia.
Programs: QF Plat+ LTG/ OW Emerald, VA Plat, NZ Gold, HH Diamond, Hyatt Whatsit. Taxation is theft.
Posts: 2,516
The system here is appalling. If you don't chase it, it takes 4-8 weeks.

If you do chase it, it takes 4-8 weeks.

How long did you wait before logging a claim?
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shillard is offline  
Old Oct 28, 18, 7:35 am
  #80  
 
Join Date: Jun 2017
Location: Melbourne MEL Calgary YYC
Programs: UA1K, QF Plat, *A & Marriot Gold, OW Emerald, Hyatt Hertz PC CanPass Nexus APEC Global Entry
Posts: 461
It’s a gong show, it took 4 months to credit 3 jet star legs and 2 Qatar legs

wait , fill out the form , wait , call ( wait on hold ) , wait and then just wait
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Jimmie Jet is offline  
Old Oct 28, 18, 7:36 am
  #81  
og
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Join Date: Apr 2002
Location: SYD
Programs: QF WP/LTG | UA P
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Originally Posted by EFATO View Post
g'day from MEL F Lounge!
Perhaps you could threaten to not leave the MEL Flounge until the points appear (BYO bed). Feeding you for the 4-8 weeks might prove more expensive for QF than the points are worth.
og is offline  
Old Oct 28, 18, 2:01 pm
  #82  
Moderator: Asiana & Qantas Frequent Flyer
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Join Date: Dec 2006
Location: STR/SYD/SMF
Programs: QF SG, LH SEN, OZ D+, HH D, SPG P
Posts: 14,088
[mod hat] Mergin into the existing thread [/mod hat]
DownUnderFlyer is offline  
Old Oct 28, 18, 8:28 pm
  #83  
 
Join Date: Feb 2009
Location: Cairns, Australia
Posts: 919
Originally Posted by og View Post

Perhaps you could threaten to not leave the MEL Flounge until the points appear (BYO bed). Feeding you for the 4-8 weeks might prove more expensive for QF than the points are worth.

Ah but the points cost QF absolutely nothing if they never bother to honour crediting them into the customer's account.

If the sample herein is anything to go by QF have a nice title racket going on here - don't credit the points until customers notice they never received them and even then give the custom the run around.

This isn't just gross incompetence, it is unethical business practice, since QF knows full well there is a problem they haven't fixed.
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Platy is offline  
Old Oct 29, 18, 12:08 am
  #84  
 
Join Date: Apr 2005
Location: OOL/DOH
Programs: QF LTS WP, Avis Pres Club, HH Diam.
Posts: 3,192
3 months I'm still waiting for RJ points and SC.

Used the on-line form and emailed scans of the BP's 3 times....
VH-RMD is offline  
Old Oct 29, 18, 2:45 am
  #85  
 
Join Date: Aug 2018
Posts: 53
Wow. I have taken 5 3K flts within the last 1 month and none of them credited yet. Some posts say 6-8 weeks without a ticket through the online form. I probably will wait for another month then fill up the form. So anyone else have their points credit without any manual intervention?
CXCPA is offline  
Old Oct 29, 18, 2:55 am
  #86  
 
Join Date: Feb 2018
Posts: 192
had similar issue with Fiji Airways flights. Qantas owns approx 46% of Fiji Airways & we flew them from BNE to SFO & back LAX/BNE. Did the claim thru Qantas website, but kept on saying no such flights, so emailed Qantas direct & eventually after 3 or 4 back & forth the flights got credited for everyone.
southpac is offline  
Old Oct 29, 18, 3:02 am
  #87  
 
Join Date: Aug 2018
Posts: 53
My CX flt was credited like the next day. I wonder why QF subsidiaries have such issues. Weird. Now I lack the 4 QF/3K sectors for any OW status :/
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CXCPA is offline  
Old Oct 29, 18, 3:27 am
  #88  
 
Join Date: Feb 2018
Posts: 192
Fiji Airways is not a subsidiary (46% ownership means a minority shareholder - don't think Qantas gets much say)
southpac is offline  
Old Oct 29, 18, 10:12 pm
  #89  
 
Join Date: Aug 2018
Posts: 53
3k flts credited!

They are not exactly hopeless! My 3k SIN-KUL is credited one month after the flt. No intervention needed

CXCPA is offline  
Old Oct 30, 18, 12:05 am
  #90  
 
Join Date: Aug 2018
Programs: Qantas
Posts: 68
Originally Posted by southpac View Post
Fiji Airways is not a subsidiary (46% ownership means a minority shareholder - don't think Qantas gets much say)
Well, not any more. But they are entitled to hold 46% of board positions.

In 2012, Qantas withdrew its four board representatives after the military-controlled government, which has a 51 per cent stake in the airline then named Air Pacific, made clear its intention to take ‘‘absolute control’’
justinbrett is offline  

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