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Claiming Qantas status credits for a cancelled, rerouted flight

8 Discussions

ChrisB

Qantas - Qantas Frequent Flyer

Member since 21 Mar 2018

Total posts 14

I know this has been discussed before, but I can't remember the original post....

I was recently on an AA (QF ticketed) flight from USA through to Aus, and the first leg got cancelled. Long story short, I got re-routed on a delta flight, hopped across the US, and then caught my final leg back from LAX on Qantas.

The status credits / points I've been credited, are only now for the LAX - BNE leg.

Does anyone know if I'm able to ask for the original credits and/or points from what would have been my original itinerary?

kz9dv6

Qantas - Qantas Frequent Flyer

Member since 11 Jul 2016

Total posts 1

Yes you able to do this, l just did on a trip to NZ and it was double status credits, so well worth chasing

djtech

Qantas - Qantas Frequent Flyer

Member since 02 Sep 2018

Total posts 310

Yes you can request the orginal routing credit and they should be able to credit the correct status credit and points for your original cancelled flights.

nige00160

Member since 07 Jan 2016

Total posts 37

I had a similar situation recently. I was originally booked as a Premium Economy passenger of QF12 JFK > LAX with onward connection to Brisbane on QF16. Qantas cancelled the QF12 leg and shuffled me across to AA as a regular Economy passenger - which earns fewer status credits and points (and I had to pay AA USD$100 to carry the baggage that was previously included under my QF ticket). After a month I noticed the JFK>LAX flight had not shown up in my QFF account so I lodged a missing flight claim to Qantas Frequent Flyer. When the points and status credits eventually showed up they appeared as an AA economy fare rate. As compensation, Qantas offered 2000 points (which brought the points earn back to that of the PE fare I had paid), and (after considerable back-and-forth with their "customer service" team) they refunded AUD$569 for the downgraded flight. The status credit earn stayed at the lesser AA rate though.
Last editedby nige00160 at Jul 12, 2019, 11:38 PM.

Johnny9

Member since 05 Aug 2017

Total posts 44

QF flight cancelled or rebooked:

Call QF - Claim SCs under:

Original Routing Credit (ORC)


nige00160

Member since 07 Jan 2016

Total posts 37

DJTECH / JOHNNY9, thank you very much for that advice. I followed your suggestion, called the Qantas FF Service Center, requested the ORC, and had my missing Status Credits and Points returned in a matter of minutes. The curious thing is that in the multiple emails and online chat conversations I've had with Qantas Customer Service over the last 6 weeks regarding compensation for the fare downgrade, the 'ORC' claim was not mentioned once by the service agents. So your advice has been spot-on. Kudos to you guys and the AusBT web site.

calmelb

Member since 20 Apr 2015

Total posts 8

It seems that QF don't want to do ORC/ the agents are told not to actively promote it. It is weird given that the value of the points/SCs would be less than a fare compensation.

greg959

Qantas - Qantas Frequent Flyer

Member since 15 May 2019

Total posts 13

DJTECH / JOHNNY9, thank you very much for that advice. I followed your suggestion, called the Qantas FF Service Center, requested the ORC, and had my missing Status Credits and Points returned in a matter of minutes. The curious thing is that in the multiple emails and online chat conversations I've had with Qantas Customer Service over the last 6 weeks regarding compensation for the fare downgrade, the 'ORC' claim was not mentioned once by the service agents. So your advice has been spot-on. Kudos to you guys and the AusBT web site.

Their email and chat based customer service seems to be outsourced and is far worse than their phone based service for issues like this. You always get a better outcome on the phone.

I’ve never understood it - seems pretty inefficient to have people clogging up phone lines when text/email can be turned around in sequence and with longer timeframes. Also avoids having customers waiting on the phone line for ages (even on the premium line).

nige00160

Member since 07 Jan 2016

Total posts 37

DJTECH / JOHNNY9, thank you very much for that advice. I followed your suggestion, called the Qantas FF Service Center, requested the ORC, and had my missing Status Credits and Points returned in a matter of minutes. The curious thing is that in the multiple emails and online chat conversations I've had with Qantas Customer Service over the last 6 weeks regarding compensation for the fare downgrade, the 'ORC' claim was not mentioned once by the service agents. So your advice has been spot-on. Kudos to you guys and the AusBT web site.

Their email and chat based customer service seems to be outsourced and is far worse than their phone based service for issues like this. You always get a better outcome on the phone.

I’ve never understood it - seems pretty inefficient to have people clogging up phone lines when text/email can be turned around in sequence and with longer timeframes. Also avoids having customers waiting on the phone line for ages (even on the premium line).


I couldn't help but notice the person on the phone had a heavy Filipino accent. So in all probability the call was probably picked up in the Manila call center.

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