When you fly with Qantas or one of its many partner airlines, your frequent flyer points will normally land in your account within a few weeks of travel – often, it’s much faster than that, but occasionally, those points just never show up!
If you haven’t received your frequent flyer points (and those all-important status credits) after a reasonable amount of time has passed, you’ll instead need to file a ‘missing points claim’ – a process easily done online.
Qantas Frequent Flyer: Claiming your missing frequent flyer points
To get started with your claim, head to the Qantas website, login to your Frequent Flyer account and then visit the main ‘my account’ dashboard.
Down the left side, you’ll find a ‘claim missing points’ button near the top – just click it.
This brings up a claim form where you can enter the details of your Qantas flight or a flight you took with any of Qantas’ partner airlines including Emirates, American Airlines, British Airways and Cathay Pacific, all sorted alphabetically based on their two-character airline code.
Then, simply fill in your travel date, your departure and destination city, your email address and any other details requested as part of the claim form.
It’s important also to include the flight number you booked, even if it was a codeshare journey.
For instance, if you flew from Sydney to Dubai with Emirates but booked your trip under a codeshare flight number like QF8413, you would need to select ‘QF - Qantas’ from the drop down list and enter the number as ‘8413’, rather than choosing ‘EK - Emirates’ and keying in ‘413’.
(Qantas flight QF8413 is a codeshare booking on Emirates flight EK413, but rather than selecting the airline you actually flew with and the ‘normal’ flight number, you need to enter what you booked: in this example is Qantas flight QF8413.)
Once you’ve submitted your points claim, there’s a ‘Track Flight Claims’ button where you can check on the status of your request. This will tell you if more information is needed or if it has been approved and processed. If so, you’ll see your points appear in your account soon afterward.
Claiming your missing Qantas Points: more tips
Qantas Frequent Flyer may contact you to request a photo of your boarding pass and/or a copy of your reservation, so keep both handy until your frequent flyer points have appeared in your account.
You can use this method to claim missing points from flights you’ve taken in the past 12 months, so don’t feel you need to rush in and lodge a claim if your points are only a week or so behind schedule.
Each claim submitted can only be for one individual leg of a journey (Sydney to London is still two flights for now but is considered one leg) so you’ll need to lodge separate claims for the return leg.
The same rule applies for multi-leg journeys such as round-the-world tickets. Each eligible part of your ticketed journey must be claimed separately.
If you weren’t a Qantas Frequent Flyer member at the time you flew and have since signed-up, you can also claim points for flights taken in the 30 days prior to your joining date, getting your points pile off to a good start.
Claims for missing points from Qantas flights are normally processed within 24 hours but claims for partner airlines may take up to 14 days to clear.
Occasionally, the system may say ‘no record of travel’ – even if you did indeed take the flight – in which case you should contact the Qantas Frequent Flyer team to make your claim.
That’s also the approach to take if the name on your ticket doesn’t exactly match the one on your frequent flyer profile, or if your name was entered in the incorrect order during the booking process: such as by having your first name where your surname should be and vice versa.