Points and status credits from a flight can go missing – it happens. Here's what to do if it affects you.
By Brandon Loo, June 11 2020 Share this article:
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Most times when you step off a flight, the appropriate number of frequent flyer points and status credits will land in your account not long after. But not always. Sometimes you have to chase them up and make a claim for your missing points or miles.
It's especially common when travelling with a 'partner airline', such as another member of an airline alliance, instead of the airline that operates your favourite frequent flyer program.
Our guide to claiming missing points and status credits from 12 popular frequent flyer programs will help you get them back.
In this article:Airpoints Dollars and Status Points from Air New Zealand flights can take several days to appear in your account, while those from partner airlines, Airpoints Partners and Airpoints credit cards can take longer.
The Star Alliance member airline will only accept claims after 72 hrs for Air New Zealand flights or after 14 days for partner airline flights. In addition, flights must be in the last six months and no more than 30 days after you joined Airpoints.
Think you have a claim? Visit Air New Zealand's 'Missing Airpoints' page and follow the links to an online form.
Soon-to-be Oneworld member Alaska Airlines has partnerships with many carriers including Qantas, Emirates and Singapore Airlines. Mileage Plan is also known for its excellent redemption options, making it a popular program for frequent flyers to take part in.
Missing credits can be claimed 7 days after Alaska Airlines flights, or 14 days after partner airline flights. Fill out this Retroactive Credit Request form online or send an email to [email protected] with your ticket information.
Missing miles from American Airlines and eligible partner flights (such as Qantas) can be claimed if it's been at least 3 days since travel, although we'd recommend waiting up to 14 days first.
Visit the Request Flight Miles page with your AAdvantage membership and 13-digit ticket numbers handy. Claims for miles offered by non-airline partners may need to be made directly through those partners.
Eligible Cathay Pacific and partner airline flights can earn Asia Miles, which is a popular loyalty program with decent-value redemptions.
If you're missing those miles, head to this page and choose the appropriate option. For airline miles, you'll have to input your flight departure date, airline flown, cabin and fare class (which is usually found on your e-ticket or itinerary).
For status-based Club Points in the Marco Polo Club, log on to your account at Cathay Pacific and select 'Claim missing club points and/or Asia Miles' to complete the form online.
You can submit a claim if your Miles haven’t been credited to your account within three weeks of the partner transaction date. To claim missing Miles, the name used for the partner booking must match the name in your Emirates Skywards profile exactly.
For flights on Emirates, fill in the online claim form with the required information such as booking name, flight date, flight number, class of travel, origin, destination and ticket number. Partner airline flight claims (including Qantas) need to be submitted via Live Chat.
Missing miles from Etihad-operated flights can be claimed online after logging to your account and click on 'Claim missing miles', or email [email protected] with a copy of the ticket or boarding pass.
Partner airline claims can only be completed by emailing a copy of your boarding pass to [email protected] , along with many pertinent details such as your Etihad Guest number, flight number, booked fare class, booking reference and ticket number.
You may claim missing Enrich Miles on Malaysia Airlines through Enrich Online via the “Claim Missing Miles” page.
Select from a list to fill in the claim form and provide the requested proof of activity. The team will send you an acknowledgement email when processed.
Qantas makes it easy to claim and track your missing points claims online. Head to the Claim Missing Points page and log in to your account.
Enter the relevant flight details and click 'Submit'. Contact the Frequent Flyer Service Centre if your account name doesn't exactly match your travel documentation.
Claims for missing Qmiles can be made for travel completed within 90 days prior to the date of joining Privilege Club for new members, and up to 180 days from the date of travel for existing members.
To claim missing Qmiles on Qatar Airways, simply login to your membership account to submit your claim online. Partner airline claims should be submitted via the "Write to Us" section in your account. You will need to provide your flight details and a ticket number.
Singapore Airlines advises customers to wait "two to four weeks" after a flight or "six to eight weeks" for non-airline partners, before lodging a mileage claim.
For all airline mileage claims, log in to your Krisflyer account and fill out the online form in the 'Make a claim' section. This only applies to flights in the last six months.
Non-airline partner claims should be requested via the Retroactive Mileage Claim form and sent back to Krisflyer with receipts.
The process for requesting missing credit varies, depending on what type of flight or purchase the credit is for.
Travel on United and United Express should reflect in your account within 48 hours. If it's not there after five days, fill out this form.
Flights with partner airlines may take up to 7 days to credit; after this time, you can submit a request through the same link as above. Supporting documentation may be required.
Alternatively, use the MileagePlus contact form to get in touch with an agent if you are missing documentation.
Velocity requests you wait at least 14 days before approaching them with a missing points claim.
Virgin Australia and most partner airline flights can be claimed online through this page, except for Delta and Alitalia flights which require an email to [email protected] , and FlyPelican flights which can be claimed through its own website.
Claims will take between seven days and six weeks to process. Non-airline partner claims should be directed to that service provider – links are here.
As they often say in healthcare, prevention is better than a cure. Follow these tips to ensure your points and status credits land in your account without hassle.
In the rare event that you follow those steps and your points still go missing, these tips will help make the claim process go much smoother.
Based in Perth, Brandon enjoys tucking into local delicacies, discovering new cocktails, and making aeroplane food look good on camera.
