Claiming Qantas status credits for a cancelled, rerouted flight

By ChrisB | Jul 12, 2019, 08:06 PM
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?
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By kz9dv6 | Jul 12, 2019, 10:15 PM
Yes you able to do this, l just did on a trip to NZ and it was double status credits, so well worth chasing
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By djtech | Jul 12, 2019, 10:37 PM
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.
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nige00160

By nige00160 | Jul 12, 2019, 11:28 PM
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 edited by nige00160 at Jul 12, 2019, 11.38 PM.
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By Johnny9 | Jul 13, 2019, 11:41 AM

QF flight cancelled or rebooked:

Call QF - Claim SCs under:

Original Routing Credit (ORC)


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nige00160

By nige00160 | Jul 13, 2019, 05:28 PM
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.
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By calmelb | Jul 14, 2019, 09:49 AM
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.
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By greg959 | Jul 14, 2019, 09:57 PM
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).

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By nige00160 | Jul 15, 2019, 10:17 PM
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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