Cathay Rejected Points claims

12 replies

hakkinen5

Qantas - Qantas Frequent Flyer

Member since 20 Aug 2014

Total posts 196

Do I have any recourse as a Qantas FF member with missing points claims on Cathay Pacific flights? I had a return booking from Melbourne to Manila (via Hong Kong) on Cathay with my QFF# on the booking. The outbound flights and the first leg of the inbound flight all credited to my account. The second leg of my inbound flight did not credit and Qantas has said my points claim for the flight has been rejected by Cathay. Both of those inbound flights are on the same booking and both paid business class tickets in "D" class. Last year I had a similar claim rejected also on Cathay and the year before another one. Is there anything I can do about this?

Coughincontinance Banned

Member since 11 Oct 2023

Total posts 12

No unfortunately cause it's CX. Have you tried asking in the lounge?

JDR

Member since 20 Oct 2023

Total posts 2

I had the exact same issue a month ago. I had flown MEL-HKG-NRT-TPE-HKG-MEL on CX.

The MEL-HKG-NRT points and SCs showed on my account a week after travelling, however the NRT-TPE-HKG-MEL did not. I put in a claim online and it was rejected.

I called Qantas, they had me email the itinerary and boarding passes for the flights and they instantly awarded the points and SCs over the phone.

Flyguy_1983

Member since 13 Jun 2023

Total posts 10

I had a similar issue a few months back, Qantas FF member who travelled through Asia on business CX flights and only some were credited.

After speaking to Qantas FF team they did credit but I had to provide a flight certificate from Cathay.

https://www.cathaypacific.com/cx/en_AU/contact-us/application-for-flight-certificate.html

Cathay said it would take up to 6 weeks to receive but I got them in under a week. The Qantas part took a lot more back and forth.




hakkinen5

Qantas - Qantas Frequent Flyer

Member since 20 Aug 2014

Total posts 196

Thanks @Flyguy_1983.

I'll apply for that certificate now!

quantumreality

Qantas - Qantas Frequent Flyer

Member since 16 Jan 2018

Total posts 67

I had a similar experience last year, but with another Oneworld airline member who happily, merrily, and repeatedly rejected my points claim even though the fare code was eligible for points and status credits.

I had to request Qantas frequent flyer via email and sent the e-ticket (pdf), scan boarding passes, and a screnshot of the Qantas website stating the eligible fare codes for that particular Oneworld member airline. That was not the end of the story - I had to request a few times before they finally conceded - Qantas frequent flyer team wasn't the most knowledgeable in my experience. The whole process was glacial, took a few months. So need to be patient.

If you need the points/SCs to (re-)qualify for status, probably very frustrating; but I just wanted them to keep tally for my lifetime SCs so I had all the time in the world to tackle the challenges ;-).

Flyguy_1983

Member since 13 Jun 2023

Total posts 10

Sorry should have mentioned..... Qantas said they would accept a boarding pass (as Quantumreality said) but given this was a good month after the flight I didnt have them any more. Hence the flight certificate! Looking at the email chain it took a good 6 weeks from start to finish!

Last editedby Flyguy_1983 at Oct 22, 2023, 10:19 AM.

sunnybrae

Etihad - Etihad Guest

Member since 21 Jul 2019

Total posts 82

Originally Posted by quantumreality

I had a similar experience last year, but with another Oneworld airline member who happily, merrily, and repeatedly rejected my points claim even though the fare code was eligible for points and status credits.

I had to request Qantas frequent flyer via email and sent the e-ticket (pdf), scan boarding passes, and a screnshot of the Qantas website stating the eligible fare codes for that particular Oneworld member airline. That was not the end of the story - I had to request a few times before they finally conceded - Qantas frequent flyer team wasn't the most knowledgeable in my experience. The whole process was glacial, took a few months. So need to be patient.

If you need the points/SCs to (re-)qualify for status, probably very frustrating; but I just wanted them to keep tally for my lifetime SCs so I had all the time in the world to tackle the challenges ;-).

I really wish you named the 'guilty' airline so we could take that into consideration when making bookings in future ;)

sanj747

Qantas - Qantas Frequent Flyer

Member since 01 Nov 2016

Total posts 146

I flew Cathay Pacific to London in July from Sydney. The points and the SCs came in reasonably quickly to my QFF account. The return however did not come in. I lodged the details through the missing points option on the Qantas website and kept checking and was told it was rejected. Out of the blue the return journey was credited into my account 2 weeks ago.

Serg

QFF

Member since 12 Apr 2013

Total posts 925

Same happens to me with CX a while ago, though I never chased points because it was economy flight and number of points was not worth an effort.

Theresnormissin

Qantas - Qantas Frequent Flyer

Member since 14 Oct 2016

Total posts 153

What benefit do airlines get for being reticent on this? Do they need to pay each other for the crediting of points and status credits? Having to chase perfectly legitimate claims to only be rejected isn't really in line with all the oneworld marketing.

PokingAbout

Etihad - Etihad Guest

Member since 04 Mar 2019

Total posts 3

Hi, I just flew Premium Melb - HK- Zurich - HK - Melb with CX. My claim was rejected. I still have the boarding passes. I'm unclear whether I need to chase points via Qantas or Cathay? And should I call or just email? thanks!

PokingAbout

Etihad - Etihad Guest

Member since 04 Mar 2019

Total posts 3

Originally Posted by PokingAbout

Hi, I just flew Premium Melb - HK- Zurich - HK - Melb with CX. My claim was rejected. I still have the boarding passes. I'm unclear whether I need to chase points via Qantas or Cathay? And should I call or just email? thanks!

Just updating. I phoned Qantas 13 11 31 and it was all sorted in an hour. I just had to scan boarding passes and email those along with the e-ticket then phone them back 1/2 hour later so they could process them (and possibly ask me more questions, which they didn't) There was no wait time on the phone! Bonus !! Lesson: KEEP your boarding passes !!



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