Qantas utterly hopeless at crediting JQ flight points
Aug 26, 2018, 7:55 pm
#61
Join Date: Feb 2009
Location: Cairns, Australia
Posts: 924
It’s taking longer and longer for JQ flights to credit. My last was July 18th, still nothing. Also, it has taken Qantas more than 3 months to refund points and taxes for a cancelled points ticket ( QF J). I’ve called twice and emailed twice, but nothing. Qantas is fine when things go well, and it’s an enjoyable experience.... but the service is rock-bottom when a problem happens, far worse than my other airline choices.
QF publish a 14 day target for reposting refunded points.
Last time I got action by doing the following:
- Requested a chat session using the chat function
- Initially requested information on the target for refunding points
- If the agent is any good they will give you a link to the relevant web page on the QF web site
- 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
- 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.
Aug 26, 2018, 8:03 pm
#62
Join Date: Feb 2009
Location: Cairns, Australia
Posts: 924
Yes, but, the customer is shafted if:
- they have taken sufficient flights to rise to the next level (e.g. Gold to Platinum), but those flight SCs post late
- they have taken taken sufficient flights to maintain level, but flights do not post before anniversary assessment date
Aug 26, 2018, 9:09 pm
#63
Join Date: Jun 2010
Location: Melbourne
Programs: QF
Posts: 147
Yes taking 2 months to credit is ridiculous, the slowest of all partner airlines to credit points is part of the Qantas group. It never used to be this long, it would be good if Qantas were able to provide some info as to what is taking so long.
Aug 27, 2018, 4:49 am
#64
Join Date: Oct 2015
Location: NT Australia
Programs: QF WP
Posts: 4,160
QF publish a 14 day target for reposting refunded points.
Last time I got action by doing the following:
This worked when ringing agents on the so-called premium line failed to get action.
Last time I got action by doing the following:
- Requested a chat session using the chat function
- Initially requested information on the target for refunding points
- If the agent is any good they will give you a link to the relevant web page on the QF web site
- 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
- 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.
Aug 27, 2018, 7:07 am
#65
FlyerTalk Evangelist
Join Date: Apr 2002
Location: SYD
Programs: QF WP/LTG | UA P
Posts: 13,530
Yes, but, the customer is shafted if:
- they have taken sufficient flights to rise to the next level (e.g. Gold to Platinum), but those flight SCs post late
- they have taken taken sufficient flights to maintain level, but flights do not post before anniversary assessment date
- they have taken sufficient flights to rise to the next level (e.g. Gold to Platinum), but those flight SCs post late
- they have taken taken sufficient flights to maintain level, but flights do not post before anniversary assessment date
Aug 30, 2018, 3:06 am
#68
Join Date: Oct 2015
Location: NT Australia
Programs: QF WP
Posts: 4,160
actually significantly better than I was expecting!
Aug 31, 2018, 11:00 pm
#70
Join Date: Feb 2004
Location: Perth, WA, Australia
Programs: QF Gold, VA Plat, IHG Plat Amb, LCAH Gold, Hilton Diamond
Posts: 3,846
Not so long ago I asked someone that may know something about this. The reply was just that jetstar is QFFs most difficult partner to deal with.
Sep 1, 2018, 12:12 am
#71
FlyerTalk Evangelist
Join Date: Apr 2002
Location: SYD
Programs: QF WP/LTG | UA P
Posts: 13,530
Sep 24, 2018, 2:50 am
#73
Join Date: Oct 2015
Location: NT Australia
Programs: QF WP
Posts: 4,160
Must say my final 2 flights (JQ825 BNE-SYD 9/8/18 and JQ739 MEL-LST 17/8/18) both credited on the 18th September which was significantly faster than I was expecting, backdated the higher rate of miles for a QF DRW-CNS I did in September as well, due to status being increased as a result of those 2 flights crediting
of course small harrumph at there being no way to backdate a lounge visit or extra baggage allowance but I suppose you can’t have it all
mental note to do any status critical JQ flying in the first 10 months of status year only
of course small harrumph at there being no way to backdate a lounge visit or extra baggage allowance but I suppose you can’t have it all
mental note to do any status critical JQ flying in the first 10 months of status year only
Sep 24, 2018, 8:52 am
#74
Join Date: Nov 2013
Programs: NZ
Posts: 1,549
I agree. I was planning some JQ flights for my Gold status in my last status month (I need these for the four QF flights to qualify for Gold) but quickly abandoned that idea when I read this thread.