Claim missing points on behalf of your Qantas Business Rewards Customer

General Information

Eligibility and Conditions

• Missing Points claims by Travel Agents will be assessed for eligible flights^{^} up to 12 months after the date of travel for eligible flights booked after the Company's join date for Qantas Business Rewards.
• The following information needs to be provided for the Retro Claim by flight to be processed; ABN, Traveller First Name, Traveller Surname, QFFFNumber, Flight Date, Carrier Code, Flight Number, Origin, Destination.
• Requests will be processed by the Qantas Business Rewards service centre within 5 business days, if all the required information is provided in the correct format as shown in the Missing Points Excel Form.
• Only one company Missing Points Claim request can be made per email.

Missing Points Claim Process

The following eligibility and conditions apply when claiming missing points for your customer:

• Missing Points claims by Travel Agents will be assessed for eligible flights^{^} up to 12 months after the date of travel for eligible flights booked after the Company's join date for Qantas Business Rewards.
• The following information needs to be provided for the Retro Claim by flight to be processed; ABN, Traveller First Name, Traveller Surname, QFFF Number, Flight Date, Carrier Code, Flight Number, Origin, Destination.
• Requests will be processed by the Qantas Business Rewards service centre within 5 business days, if all the required information is provided in the correct format as shown in the Missing Points Excel Form.
• Only one company Missing Points Claim request can be made per email.
• Approved transactions will appear in date order in the Qantas Business Rewards Points Activity transaction history.

Frequently Asked Questions

How many months can I claim on behalf of my customer?Missing Points can be assessed to be retrospectively claimed for eligible flights up to 12 months after the date of travel.

What information do I need to provide for a Retro Claim?The following information needs to be provided for the Retro Claim to be processed; ABN, First Name, Surname, QFFF Number, Flight Date, Carrier Code, Flight Number, Origin, Destination. This information needs to be entered into the Missing Points Claim Excel Document which can be found on the Qantas Industry Sales Site at qantas.com/agents > Partners and Rewards > Qantas Business Rewards Missing Points Claim Form.

Who do I need to contact to find out the progress of my Retro Claim?
To check the progress of a Missing Points Claim on behalf of your customer, contact the Qantas Business Rewards service centre on 13 74 78 or qantasbusinessrewards@qantas.com.au.

What are the reasons that my customers Missing Points Claim could be rejected?There are a number of reasons why Missing Points Claims are rejected.
• QFFF Number not entered into booking
• Corporate Deal / QCI entered into booking
• Use of ineligible private fare (excluding Qantas Business Rewards Member
Savings fares)
• Not operated by an eligible carrier (not QF, QF marketed on EK & AA)
• Not an eligible Qantas Business Rewards member
• Customer is not registered for Qantas Business Rewards at the time of the
flight

Your Customer

Procedure

1. Download the Qantas Business Rewards Missing Points Claim form
2. Populate the Excel document with the required information as outlined in Eligibility and Conditions.
3. Once completed email form to qantasbusinessrewards@qantas.com.au with the following Email subject heading: Missing Points Claim  – Company Name ABN#
     a. Information needs to be included in the email outlining the reason for the claim being requested and details of the agent submitting the claim, including Name, Contact Number and Email Address.
4. Once received, the Qantas Business Rewards service centre will process the Qantas Business Rewards Missing Points Claim within 5 business days, provided the information is in the correct format.
     a. If the information is not in the correct format, or information is missing, an email will be sent requesting the format be amended/ information be provided.
5. Once completed the agent will receive an email confirmation that the Missing Points Claim has been submitted for processing.

Reasons why Points Will not be Credited

• QFFF Number not entered into booking
• Corporate Deal / QCI entered into booking
• Use of ineligible private fare (excluding Qantas Business Rewards Member Savings fares)
• Not operated by an eligible carrier (not QF, QF marketed on EK & AA)
• Not an eligible Qantas Business Rewards member
• Customer is not registered for Qantas Business Rewards at the time of the flight