online-claims

How to claim missing frequent flyer points

Information verified correct on December 6th, 2016

Forgot to put your frequent flyer number on a booking? Points not appearing in your account? Here's how you can claim those missing points.

You’re not alone if you tend to forget all about that frequent flyer card in the drawer when purchasing air tickets. Many of us do, and it’s not often a big deal. You can claim those points back now! The process will vary from program to program, so you can find out what you need to do below.

How to claim frequent flyer points from previous flights

As long as they weren’t for purchases dating too far back (usually more than 6 to 12 months), it’s easy to set your points in order. If you’re a new frequent flyer, you can sometimes even lodge a claim for retroactive miles for flights before you signed up. Usually, all you need to do is fill out an online form or make a phone call.

Qantas Frequent Flyer

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Claim points earned from flights

You can claim missing points for eligible flights online by logging into your Qantas Frequent Flyer account. Be ready to enter your flight details, and make sure to keep documentation of that flight (e.g. boarding pass or other travel document) until your claim has been processed.

Some conditions you’ll need to consider include:

  • All claims must be made within 12 months of travel.
  • Qantas flight claims take up to three working days to process.
  • Qantas partner flight claims take up to 28 working days to process.
  • Whether successful or not, all claims will be shown on your online Activity Statement.
  • New members can make claims for flights that took place up to 30 days before their enrolment date following the same process.

Claim points earned from non-airline partners

You will need to make your claim by contacting the specific partner directly within six months of the transaction. Qantas provides the contact numbers of their partners on their Frequent Flyer website. Unfortunately not all partners accept retrospective claims, and if your claim is successful, it may take up to eight weeks before your points are credited to your account.

Claim points earned with card partners

Points earned on your Qantas Frequent Flyer-linked credit or charge card should be automatically credited to your Qantas Frequent Flyer account. If you find that this isn’t happening, please contact your card provider directly to ensure your Frequent Flyer number has been correctly linked to your credit card account.

Virgin Velocity Frequent Flyer

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How to claim points if you’re a new member

New Velocity Frequent Flyer members can make claims for flights that took place up to 30 days prior to joining the program. To submit a claim, simply email your Velocity membership number and a copy of your electronic ticket and boarding pass to retro@velocityfrequentflyer.com.

If successful, points will be credited to your account within two to six weeks.

Claim points earned from flights

The process for claiming your missing Virgin Velocity Frequent Flyer flight points depends on the airline you flew:

AirlinesHow to make a claim?
Virgin Australia, Virgin Samoa, Air New Zealand, Etihad Airways, Singapore Airlines, SilkAir and South African Airways flightIf your points are not showing in your account after 14 days, or if you forgot to provide your Velocity membership number prior to travelling, log into your Velocity Account and follow the steps under ‘Missing Points Claim’.
 Virgin Atlantic, Virgin America, Air Berlin and Hawaiian AirlinesPlease contact the Virgin Membership Contact Centre at 13 18 75 to claim missing points for eligible travel. You will need to provide yourVelocity membership name, membership number and details of your e-ticket
 Delta Air LinesTo claim missing points for eligible Delta Air Lines flights, please email your Velocity membership name, membership number and a copy of your electronic ticket and boarding pass to retro@velocityfrequentflyer.com.

Considerations to remember:

  • Claims must be made within six months of travel provided you were a member at the time of travel.
  • Virgin Australia claims take up to seven days to process.
  • Partner airline claims take between four to six weeks to process.
  • If successful, points and status credits will be automatically credited to your account.
  • If you are a member of another airline loyalty program, you may only earn points with one loyalty program for flights flown with Virgin Australia and its airline partners.

Claim points earned from non-airline partners

If you are missing points from eligible transactions with non-airline Velocity partners, log into your Velocity Account and follow the steps to “Claim Missing Points”.

Claims of this nature must be made within three months of the transaction, provided you were a member at the time. If your claim is successful, the missing points will be credited to your account between seven days and six weeks, depending on the partner.

Claim points earned with card partners

If you are missing points from credit card spending, please contact your card provider directly and allow up to 30 days for the missing points to be credited to your Velocity Account.

Singapore Airlines KrisFlyer

SingaporeAirlines.TailClaim miles earned from flights

If your miles don’t appear in your Singapore Airlines KrisFlyer account after two weeks for Singapore Airlines and SilkAir flights, and four weeks for KrisFlyer partner airlines flights, you may make a request to claim them. Note however that your request for missing miles will only be entertained if you identified yourself as a KrisFlyer member when making the reservation and presented your KrisFlyer membership card at the time of check-in for your flight.

If your claim is for a Singapore Airlines or SilkAir flight, please log into your KrisFlyer account to request your ‘Retroactive Mileage Credit’ online. For all other eligible partner flights, you will need to complete a ‘Retroactive Mileage Credit Request Form’ which you can download online.

Follow the instructions on this form to be submitted by mail, fax or email to:

Krisflyer Membership Services

PO Box 177, Singapore Post Centre Post Office

Singapore 914006

Fax: +65 6631 3414

Email: SQRetro@mentormediacorp.com

Some considerations to note:

  • All claims must be made within six months following the flight or transaction concerned.
  • If successful, it can take six to eight weeks for eligible retroactive miles to appear in your KrisFlyer account.
  • Claims submitted online may be resolved immediately and retroactive miles credited in the next statement cycle (if all the required submitted information matches that on record in the system).

How to claim miles if you’re a new member

New KrisFlyer members can make claims for Singapore Airlines flights that took place up to six months before their enrolment date by logging into their KrisFlyer accounts and requesting ‘Retroactive Mileage Credit’ and completing the steps above. Partner airline flights are not eligible here.

Claim points earned from non-airline partners

If your points don’t appear in your KrisFlyer account after six to eight weeks following the transaction, you may make your claim by completing a ‘Retroactive Mileage Credit Request Form’ which you can download online. Follow the instructions on this form to submit your request by mail, fax or email.

You’ll need to provide the following documents:

  • For hotel stays: a copy of the hotel bill
  • For car rentals: a copy of the car rental agreement
  • For shopping: the original purchase receipt

If successful, your eligible retroactive miles will appear in your KrisFlyer account in six to eight weeks. Note, however, that your request for missing miles will only be considered if you identified yourself as a KrisFlyer member when making the reservation and presented your KrisFlyer membership card at the time of using the products and services offered by its programme partners.

Claim points earned with card partners

You can’t earn KrisFlyer miles directly on any Australian credit cards. If your card allows you to earn KrisFlyer points indirectly, you’ll have to nominate for those credit card rewards points to be transferred into your KrisFlyer account. If the miles haven’t converted successfully, please contact your card provider directly for assistance.

Emirates Skywards

emirates-plane

Claim miles earned from flights

As an Emirates Skywards member, you can claim missing miles within six months of flying on a qualifying Emirates flight. Simply log into your Emirates Skywards account to "Claim Miles". If the name on your ticket matches the name in your Emirates Skywards profile exactly, the missing miles will be credited straightaway.

Claiming miles if you’re a new frequent flyer

New frequent flyers can claim miles for Emirates flights flown up to two months prior to registering with Emirates Skywards.

Claim miles earned from partner airlines

You can make a claim for a partner flight if your miles don’t show up in your account after three weeks of the flight. In order to claim your missing miles, the name used for the partner flight booking must match the name in your Emirates Skywards profile exactly. You will need to fill in the online claim form with required information such as booking name, flight date, flight number, class of travel, origin, destination and ticket number. If successful, your missing miles will be credited in six to eight weeks.

Claim points earned from non-airline partners

You can submit a claim for miles that haven’t appeared in your account after three weeks of the partner transaction date. In order to claim missing miles, the name used for the partner booking must match the name in your Emirates Skywards profile. You will need to fill in the online claim form and attach a copy of the original invoices within six months of the transaction date. If successful, your missing miles will be credited in six to eight weeks.

Claim points earned with card partners

Please contact your bank or card provider’s service centre directly. Some Emirates partners offer the facility to make a claim directly on their website. You can check if this service is available by visiting the individual partner page.

British Airways Executive Club

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Claim Avios earned from flights

Avios is the currency of the British Airways Executive Club frequent flyer program. If you find that you’re missing some Avios or tier points on your account for a flight, you can claim them back within six months of your flight by using the online claim form.

You will need your ticket number to do this, a long string of numbers starting with a three-digit prefix which you can find on your e-ticket receipt and boarding pass. If you can’t find it or if you’re claiming for an upgrade or a rerouted service with a different carrier, you will have to call your local Service Centre instead. British Airways flight claims are normally processed within seven days.

How can new members claim Avios

New Executive Club members can claim Avios for British Airways flights flown in the three months prior to joining using the online claim form.

Claim Avios from partner airlines

If you are missing Avios from a partner airline flight, please allow a few weeks for your account to be updated before making the claim. You will need to complete the ‘Partner Airline Claims Form’ online. Partner airline flight claims are normally processed within 28 days.

Claim points earned from non-airline partners

If you shopped on the BA eStore (Gate 365) and haven't received your Avios after 60 days, please visit Gate 365 and follow the link to "Missing Avios" at the bottom of the home page.  This will take you to the claim form. Gate 365 claims are normally processed within 40 days.

If you used the services of a British Airways partner company, such as Avis car rental, American Express foreign currency or a hotel stay, log into your Executive Club account and make a claim under "claims for non-airline partner transactions". Non-flight claims including BA Holidays packages are normally processed within eight weeks.

Claim points earned with card partners

With British Airways cards, the Avios you collect on every purchase is automatically credited to your Executive Club account. If you’re experiencing missing points, please contact your card provider.

Cathay Pacific Marco Polo Club and Asia Miles

cathay-pacific-airline

Claim points earned from flights

To claim missing air miles for flights on Cathay Pacific, Dragonair, British Airways or Qantas, simply log into your Cathay Pacific Marco Polo Club and Asia Miles account, click ‘Claim Missing Airline Miles’ under ‘Manage Your Miles’ and complete a ‘Missing Mileage Request Form’ online. Missing mileage must be claimed within six months of the flight date. If your claim is successful, the mileage will appear on your statement profile within six to eight weeks.

Original ticket copies and boarding passes must be submitted together with claim requests. All documents submitted will be retained for record-keeping purposes, so we suggest that you keep copies for your own reference. Please note that your claim will not be accepted if you did not present your membership card at the time of your flight or purchase.

How can new members claim miles?

You can receive Asia Miles for eligible transactions completed in the 30 days prior to enrolling with Asia Miles.

Claim points earned from non-airline partners

When making a claim for Missing Non-Airline Mileage, original receipts are required. For some non-airline transactions such as dining and inflight purchase transactions, original receipts with pre-printed membership numbers are required. All documents submitted will be retained for record-keeping purposes, so we suggest that you keep copies for your own reference. Please note that your claim will not be accepted if you did not present your membership card at the time of your flight or purchase.

Claim points earned with card partners

The Asia Miles earned on your everyday spending is automatically transferred to your account every month. If you find that your account is missing points, please contact your card provider.

Typically, if you encounter more specific or finicky issues that can’t be fixed online, calling the airline service centre or their frequent flyer help desk would be your best bet. Pick up the phone, then cross your fingers and hope that they’re not experiencing a high call volume at this time!

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