Missing miles request rejected
 

Is there an e-mail address I can reach out to?

I flew AMS-HKG-SYD-HKG-AMS last month, and the flight from AMS-HKG did not get credited to my account; the other flights were no problem. This was all flown on a single ticket (CX).

I have asked Qantas to credit this one flight, but they have now rejected my claim.

Any tips on what I can do?


https://cimg4.ibsrv.net/gimg/www.fly...429edeb686.png
image from Qantas site

Could try [email protected]
What fare class? Some CX fare booking class do not earn with QF ffp
https://www.qantas.com/au/en/frequen...cathay-pacific
If fare class not listed nil earning.
Earning on partner airlines is very convoluted and deliberately difficult to determine.
3rd party guide --> https://www.wheretocredit.com/cathay-pacific-airways

I booked in D - D - I - I. The first ‘D’ was not credited, the second one was.

I’ll see if sending an e-mail helps. Thanks!

That email address has been a dismal failure for me. I got the auto response with a case number but no further communication. Four times.

They treat their online claim results like a bible. Getting them to credit anything manually is a huge task. Good luck and keep us posted.

Usually takes me 6 months and 6 emails - I.e. I set the calendar to resend each month....

Until QF fixes what should SOP or BAU, they deserve everything coming at them....

I'm glad I asked for a paper boarding pass and kept it. I have it on my desk in front of me. It even has my QF status en number printed on it. I'll make a scan of it first, and will send that to the e-mail address.

I was already surprised by how long it took them to look into it; this sometimes happens on KLM, and there it always amazed me that I got my miles & XP credited within 20s. Always made me wonder why not immediately.

It's probably a harder problem than I think, to connect all those various systems and airlines.

I got a confusing answer within 24 hours:

They hadn't, but they have now been credited, dated today. So I presume someone did something.

Thank you for sharing the e-mail address!

I have found the grammar confusing, you send in a request after request, and then send a note saying they points had already credited. Noticed that the FF program is now part of the Senate enquiry. The popcorn continues to flow...

What Senate enquire is happening here? What are they researching?

A whole range of issues - https://www.smh.com.au/politics/fede...06-p5e2gg.html

If you Google Qantas at the moment you are bound to find the long list of issues that Qantas is being investigated for - workplace conditions (High Court Wednesday), Qatar decision, ACCC investigation into continuing to allegedly sell tickets for flights that were cancelled after they were cancelled, poor customer service issues, poor value of FF program, Chairman's Lounge membership, failure to refund cancelled flights in COVID, closeness of QF to Aust Government etc etc.

It has been quite a train wreck for QF the past couple of weeks. Not saying that I am shedding a tear.....

KF

Qantas is more hostile to its customers than even the US carriers. An embarrassment to Australia.

i've been having the same problem. online claims have been rejected twice - "unsucessful partner rejected claim". then emailed and still no reply, not even a auto reply with a number. Shall try again (and again).
Its not difficult or even vaguely complex/ marginal -CX metal and numbered, QF FF number on the boarding passes and in eligible class (D and I). I have to do this four times on behalf of the whole family as well - a right PITA.
dj

You should get an auto reply number. I then build an email chain that I send each month. Again with everything attached. And even when I do they often ask for the BP :-( which I would have sent six times, but is usually an indicator I am getting near the top

Basically you’re saying I got extremely lucky that they just fixed it for me…

I’m now traveling on another airline, but next month I’ll CX again to MEL, so we’ll see what happens then! Fingers crossed.