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Jetstar Starter Plus Fare - Plus a lot of hassle!

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brinkers

brinkers

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brinkers

Qantas - Qantas Frequent Flyer

Member since 16 Jun 2011

Total posts 233

Was this by any chance a Club Jetstar fare? They seem to have been going through as rewards fares for some reason.
That's an interesting point. I joined Club Jetstar during the first booking. If Bundles through Club Jetstar don't accrue points and SC, they are keeping that very quiet, bordering on deception.


I think they are supposed to earn points and SC. It is just that Club Jetstar seems to be a common factor in people getting responses about Reward bookings when trying to resolve this.

tanholm

tanholm

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tanholm

Qantas - Qantas Frequent Flyer

Member since 24 Sep 2018

Total posts 15

I've had similar experiences with the multiple flights this year. The QFF service centre have also been fairly difficult. After the outbound flight for a return trip posted as an 'award flight' I emailed the boarding passes and itinerary that showed the Plus bundles. They then credited the points correctly for the outbound flight, but said for the return flight that they would have to wait until the missing points claim came back from Jetstar with the incorrect number of points and then I would have to call again to request that they reopen the service request.

Thanks. I am convinced it is a problem with their algorithm, which they will only fix if enough QFF complain, or if Qantas puts enough pressure on Jetstar to sort it out. It is annoying. At the moment is is handlballed between JQ and QF.

tanholm

tanholm

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tanholm

Qantas - Qantas Frequent Flyer

Member since 24 Sep 2018

Total posts 15

I always imagined that booking direct with the airline, and being a Club Jetstar member would be the least risky way of ensuring points and SC were credited correctly.

TtheTraveller

TtheTraveller

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TtheTraveller

Qantas - Qantas Frequent Flyer

Member since 24 Aug 2018

Total posts 25

I've had a similar experience with Jetstar on the last couple of occasions.


I got them in the end, but it wasn't worth the work, and not worth paying a higher fee if it's going to be a hassle too.

I've now stopped bothering with the Starter Plus fare now, even though it means forgoing the points.

It's certainly not a good strategy when your renewal date is approaching and you're relying on the points to get across the line

tanholm

tanholm

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tanholm

Qantas - Qantas Frequent Flyer

Member since 24 Sep 2018

Total posts 15

I've had a similar experience with Jetstar on the last couple of occasions.

I got them in the end, but it wasn't worth the work, and not worth paying a higher fee if it's going to be a hassle too.

I've now stopped bothering with the Starter Plus fare now, even though it means forgoing the points.

It's certainly not a good strategy when your renewal date is approaching and you're relying on the points to get across the line

Thanks. In theory, the status credits should apply to the date the flight occurred not when they were credited, but I agree you don't want to be left wondering if they are going to be credited at all if you are close to another status level. All in all, you pay for the fare and the bundle, including SC and FF points, and they should be credited with the minimum of fuss. It is no different to buying something in a store and then getting it home to find that parts are missing. It is part of the product as advertised.
Coincidentally, I have used Jetstar Asia (SIN to KL and vice versa) a number of times with no problems.
Bait

Bait

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Bait

Qantas - Qantas Frequent Flyer

Member since 28 Apr 2017

Total posts 8

I fly JQ regularly on Plus but you won’t see the points or SC credits appear for 8 weeks.

AlexTravAddict

AlexTravAddict

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AlexTravAddict

Qantas - Qantas Frequent Flyer

Member since 17 May 2015

Total posts 43

Yes, I am also experiencing this problem and it is very frustrating and tranishes the Qantas brand.

I tend to avoid Jetstar, but sometimes they are by far the best option (for example Denpasar-Melbourne in the afternoon rather than overnight with Qantas).

Both my partner and I haven't received status credits for our last 6 flights. I thought it was a Jetstar Asia problem, but the same issue has just occured on a domestic flight. What annoys me the most is the terrible response from Qantas when you try chasing up their errors. I would even go so far as saying that Qantas' service is some of the worst service offered by a major Australian company. Whenever I have contacted a retailer, bank, paypal, ebay, etc I generally receive a reply within 48 hours. Not so with Qantas that can take weeks or months to resolve an issue.

On this most recent occasion my partner emailed Qantas frequent flyer directly with his boarding pass, e-ticket, and an explanation of the recurring problem he has been having. He received an SR number back from Qantas but after 10 days there has been no reply and the problem is not fixed. It is shocking service, especially considering he is FF platinum.

tanholm

tanholm

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tanholm

Qantas - Qantas Frequent Flyer

Member since 24 Sep 2018

Total posts 15

I fly JQ regularly on Plus but you won’t see the points or SC credits appear for 8 weeks.

Has this changed recently? 8 weeks is completely unnecessary in this day and age.

tanholm

tanholm

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tanholm

Qantas - Qantas Frequent Flyer

Member since 24 Sep 2018

Total posts 15

Yes, I am also experiencing this problem and it is very frustrating and tranishes the Qantas brand.
I tend to avoid Jetstar, but sometimes they are by far the best option (for example Denpasar-Melbourne in the afternoon rather than overnight with Qantas).

Both my partner and I haven't received status credits for our last 6 flights. I thought it was a Jetstar Asia problem, but the same issue has just occured on a domestic flight. What annoys me the most is the terrible response from Qantas when you try chasing up their errors. I would even go so far as saying that Qantas' service is some of the worst service offered by a major Australian company. Whenever I have contacted a retailer, bank, paypal, ebay, etc I generally receive a reply within 48 hours. Not so with Qantas that can take weeks or months to resolve an issue.

On this most recent occasion my partner emailed Qantas frequent flyer directly with his boarding pass, e-ticket, and an explanation of the recurring problem he has been having. He received an SR number back from Qantas but after 10 days there has been no reply and the problem is not fixed. It is shocking service, especially considering he is FF platinum.

It is good to know that I am not the only one, although bad for you obviously. I thought that by making a bit of noise as a Gold Frequent Flyer (for the last three years), that they might be a bit more proactive. But if your partner as a platinum FF has not has a positive response, then it does not bode well for others. From what I am finding in the forum, I am not the only one, so Qantas (and Jetstar) must be aware of it.
I have made it clear to Qantas I have gone past seeking mere crediting of points and SC.
tanholm

tanholm

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tanholm

Qantas - Qantas Frequent Flyer

Member since 24 Sep 2018

Total posts 15

I am hoping that this gets some visibility and that someone from Qantas or Jetstar picks it up.

Last editedby tanholm at Sep 27, 2018, 03:53 PM.
tanholm

tanholm

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tanholm

Qantas - Qantas Frequent Flyer

Member since 24 Sep 2018

Total posts 15

"He received an SR number back from Qantas but after 10 days there has been no reply and the problem is not fixed. It is shocking service, especially considering he is FF platinum."


This prompted me to look up an old SR number. I requested follow up after the first flight in June. I received a SR on the 24th of July, not in relation to the points but in relation to the reason for the lapses.
Still no response after two months.

I have received a new SR after the latest claim was lodged online.

A lot of Customer Service often comes down to the nuisance factor and a war of attrition, despite what the company's Mission Statement and Customer Charter says on the wall!

gboo

gboo

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gboo

Member since 27 Sep 2018

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"dont stress "you will get the points eventually ,i've flown with Jetstar 12 times in the last 9 months and every time' the points have been deposited after 8 weeks ...

tanholm

tanholm

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tanholm

Qantas - Qantas Frequent Flyer

Member since 24 Sep 2018

Total posts 15

8 weeks is completely unnecessary, seeing Jetstar is part of Qantas Group. Other partner airlines, in the Oneworld group, deposit into Qantas within the week.


"If your Qantas Points haven't been credited within 15 days after your Jetstar flight, you can claim missing points"

"Qantas partner flight claims take up to 14 working days to process"

That means that the points should be credited within 29 days, even if they needed to be claimed for, assuming they were claimed on day 15.

Note: Qantas Points and Status Credits are only earned on Jetstar Economy Starter Plus, Economy Starter Max and Business Max fares. Qantas Points and Status Credits are not earned on Jetstar Business Starter fares. Qantas Points and Status Credits are also not earned on Jetstar Economy Starter fares, except for Jetstar Economy Starter and Starter FlexBiz fares for travel within New Zealand which will earn Qantas Points only.


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