Qantas utterly hopeless at crediting JQ flight points
#1
Original Poster
Join Date: Sep 2010
Programs: Air NZ Gold Elite, Qantas Platinum
Posts: 164
Qantas utterly hopeless at crediting JQ flight points
I fly JQ in New Zealand a bit (not often) and the earn rate for Qantas SCs is actually pretty good - 20 SC for a Starter Max fare AKL-WLG, which from memory is on a par with discount economy from AKL to SYD for example.
Qantas are utterly useless though at crediting these points and I really have to fight for them. Even though the JQ booking engine specifically asks for QF FF numbers and they appear on boarding passes, I ALWAYS have to email the FF email address to ask for the points to be credited. 4 of the last 5 times, the immediate reply was "these flights are not eligible for credits" even though they are Starter Max fares and clearly say so on the boarding pass. On at least a couple of occasions I have had extended dialogue with various QF people at the other end of the email system about credits. Once I lost my physical boarding pass (big mistake) and it took an age - sending them a tax invoice and PDF itinerary - before they credited.
Not good enough QF!
Qantas are utterly useless though at crediting these points and I really have to fight for them. Even though the JQ booking engine specifically asks for QF FF numbers and they appear on boarding passes, I ALWAYS have to email the FF email address to ask for the points to be credited. 4 of the last 5 times, the immediate reply was "these flights are not eligible for credits" even though they are Starter Max fares and clearly say so on the boarding pass. On at least a couple of occasions I have had extended dialogue with various QF people at the other end of the email system about credits. Once I lost my physical boarding pass (big mistake) and it took an age - sending them a tax invoice and PDF itinerary - before they credited.
Not good enough QF!
#2
Join Date: Jul 2014
Location: SYD
Programs: QF Platinum One, NZ*S, Koru, Accor Le Club Plus Platinum, BW Diamond, Marriott GOLD
Posts: 72
I have had exactly the same problem numerous times. I have never received points in the other way than missing points claim.
On top of that Jetstar seems to reject our claims. I was on flex like you were and I got posted 0 and 0. I said to them, how that can be right if it is always at least 600 qantas points.
They reply was:
Thank you for contacting the Qantas Frequent Flyer Service Centre.
I've reviewed the number of Status Credits earned for the travel in question and can confirm that theyve been calculated correctly. The number of Status Credits you earn varies depending on the airline, how far you fly and the fare you choose. Please be informed that we award points based on the fare type you originally purchased.
If you'd like to know more, please visit qantas.com/frequentflyer or call the Qantas Frequent Flyer Service Centre on 13 11 31 between 7am and 7pm (AEST) Monday to Saturday, where a member of our team will be happy to assist you. If calling from overseas, visit qantas.com/contactus for your local contact number. Please have your Frequent Flyer number and PIN available.
On top of that Jetstar seems to reject our claims. I was on flex like you were and I got posted 0 and 0. I said to them, how that can be right if it is always at least 600 qantas points.
They reply was:
Thank you for contacting the Qantas Frequent Flyer Service Centre.
I've reviewed the number of Status Credits earned for the travel in question and can confirm that theyve been calculated correctly. The number of Status Credits you earn varies depending on the airline, how far you fly and the fare you choose. Please be informed that we award points based on the fare type you originally purchased.
If you'd like to know more, please visit qantas.com/frequentflyer or call the Qantas Frequent Flyer Service Centre on 13 11 31 between 7am and 7pm (AEST) Monday to Saturday, where a member of our team will be happy to assist you. If calling from overseas, visit qantas.com/contactus for your local contact number. Please have your Frequent Flyer number and PIN available.
#3
Original Poster
Join Date: Sep 2010
Programs: Air NZ Gold Elite, Qantas Platinum
Posts: 164
I have had exactly the same problem numerous times. I have never received points in the other way than missing points claim.
On top of that Jetstar seems to reject our claims. I was on flex like you were and I got posted 0 and 0. I said to them, how that can be right if it is always at least 600 qantas points.
They reply was:
Thank you for contacting the Qantas Frequent Flyer Service Centre.
I've reviewed the number of Status Credits earned for the travel in question and can confirm that theyve been calculated correctly. The number of Status Credits you earn varies depending on the airline, how far you fly and the fare you choose. Please be informed that we award points based on the fare type you originally purchased.
If you'd like to know more, please visit qantas.com/frequentflyer or call the Qantas Frequent Flyer Service Centre on 13 11 31 between 7am and 7pm (AEST) Monday to Saturday, where a member of our team will be happy to assist you. If calling from overseas, visit qantas.com/contactus for your local contact number. Please have your Frequent Flyer number and PIN available.
On top of that Jetstar seems to reject our claims. I was on flex like you were and I got posted 0 and 0. I said to them, how that can be right if it is always at least 600 qantas points.
They reply was:
Thank you for contacting the Qantas Frequent Flyer Service Centre.
I've reviewed the number of Status Credits earned for the travel in question and can confirm that theyve been calculated correctly. The number of Status Credits you earn varies depending on the airline, how far you fly and the fare you choose. Please be informed that we award points based on the fare type you originally purchased.
If you'd like to know more, please visit qantas.com/frequentflyer or call the Qantas Frequent Flyer Service Centre on 13 11 31 between 7am and 7pm (AEST) Monday to Saturday, where a member of our team will be happy to assist you. If calling from overseas, visit qantas.com/contactus for your local contact number. Please have your Frequent Flyer number and PIN available.
#4
Join Date: Feb 2004
Location: Perth, WA, Australia
Programs: QF Gold, VA Plat, IHG Plat Amb, LCAH Gold, Hilton Diamond
Posts: 3,844
(Now, why Qantas Loyalty haven't got around to fixing this long term problem, well that is a QF issue)
#5
Original Poster
Join Date: Sep 2010
Programs: Air NZ Gold Elite, Qantas Platinum
Posts: 164
Here's the thing. To a large extent, Jetstar is just a partner QFF, and has its own systems. Jetstar need to tell QFF that you flew. This issue seems to be more with JQ....
(Now, why Qantas Loyalty haven't got around to fixing this long term problem, well that is a QF issue)
(Now, why Qantas Loyalty haven't got around to fixing this long term problem, well that is a QF issue)
#6
FlyerTalk Evangelist
Join Date: Apr 2001
Location: MEL CHC
Posts: 20,885
Here's the thing. To a large extent, Jetstar is just a partner QFF, and has its own systems. Jetstar need to tell QFF that you flew. This issue seems to be more with JQ....
(Now, why Qantas Loyalty haven't got around to fixing this long term problem, well that is a QF issue)
(Now, why Qantas Loyalty haven't got around to fixing this long term problem, well that is a QF issue)
OP: Is your name on the JQ tickets exactly the same as your QF ffp profile?
#7
Original Poster
Join Date: Sep 2010
Programs: Air NZ Gold Elite, Qantas Platinum
Posts: 164
I wonder if it's because you're flying TT, whereas this is just NZ domestic.
#8
Join Date: Feb 2004
Location: Perth, WA, Australia
Programs: QF Gold, VA Plat, IHG Plat Amb, LCAH Gold, Hilton Diamond
Posts: 3,844
(Now, that they don't seem to be being counted currently for the loyalty bonus is another problem....)
#10
Join Date: Aug 2006
Location: BNE
Programs: UA 1MM; QF VA CI KL KE
Posts: 474
Mon 8 Jan 2018 QF 5377 FLEXIBLE ECONOMY 06JAN18 AKL/NSN 1,200 20
Thu 26 Oct 2017 JQ 484 ECONOMY 18OCT17 NTL/BNE 800 10
#11
Join Date: Jan 2016
Posts: 905
10 days after a Jetstar international flight, on a fare that included QFF points, nothing in my Qantas account. Later flights on other airlines ( Lufthansa, Air France have credited to other programs). Pathetic, Qantas and a PITA. Maybe they work on the basis that people will forget and consequently save themselves some money ( although incompetence is the more likely answer).
#12
FlyerTalk Evangelist
Join Date: Apr 2002
Location: SYD
Programs: QF WP/LTG | UA P
Posts: 13,515
#13
Join Date: Jan 2016
Posts: 905
Yes, of course you're correct. But it's just such a pain having to experience the realities of the QF/JQ relationship.
It is: Is there anything about the partnership that provides any benefit or bonus to the member; no, no, no, NEVER; is there anything that requires extra cost or inconvenience; yes, yes, yes, ALWAYS.
It is: Is there anything about the partnership that provides any benefit or bonus to the member; no, no, no, NEVER; is there anything that requires extra cost or inconvenience; yes, yes, yes, ALWAYS.
#14
Join Date: Aug 2007
Location: SYD
Programs: |QF Platinum|HH Gold|DL Silver|ALL Silver|
Posts: 1,736
Jetstar is a profit centre of Qantas trying to wring as much profit out of an LCC operation as possible.
QFF is a separate profit centre and one of Qantas' largest profit contributors, which no doubt charges a hefty price for QFF points to Jetstar which eats into Jetstar's divisional profits. I'm sure that 'incentivises' Jetstar to avoid crediting your points as much as they can get away with.
QFF is a separate profit centre and one of Qantas' largest profit contributors, which no doubt charges a hefty price for QFF points to Jetstar which eats into Jetstar's divisional profits. I'm sure that 'incentivises' Jetstar to avoid crediting your points as much as they can get away with.
#15
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: 2,636
Pathetic is the word.
I just automatically lodge a missing points claim for every JQ flight now - you can't ever count on them appearing.
7-10 days after a JQ Flex domestic flight (I generally do BNE-NTL on DeathStar a couple of times a month) and nothing. Not ever. Meanwhile QF PER-BNE on Friday and the points had posted before I got off the aircraft.
I just automatically lodge a missing points claim for every JQ flight now - you can't ever count on them appearing.
7-10 days after a JQ Flex domestic flight (I generally do BNE-NTL on DeathStar a couple of times a month) and nothing. Not ever. Meanwhile QF PER-BNE on Friday and the points had posted before I got off the aircraft.