How to claim missing frequent flyer points

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

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You’re not alone if you’ve forgotten to add your frequent flyer number to a booking or noticed that your hard-earned points haven’t landed in your account. They’re common mistakes, but all hope is not lost. Most frequent flyer programs give members the option to complete a form to claim retrospective points or miles.

The process can vary between programs and you usually need to meet terms and conditions to successfully claim your points. You can use this guide to discover the steps you can take to claim missing points from some of Australia’s favourite frequent flyer programs.

How to claim missing frequent flyer points?

If you’ve forgotten to add your frequent flyer number to your booking, you can usually claim points after you’ve taken the flight. If you’re a new member, you can sometimes lodge a claim for retrospective miles for flights taken before you joined. Some frequent flyer programs also allow members to claim missing points with non-airline partners including credit cards, hotels and car rentals.

You can find the steps to claim missing points with a bunch of frequent flyer programs below:

qantas airline

Qantas Frequent Flyer

Claim points earned from Qantas and partner airline flights

You can claim missing points for eligible flights online by logging in to your Qantas Frequent Flyer account. You’ll be asked to enter your flight details and provide documentation from your flight (such as your boarding pass).

All claims must be made within 12 months of travel. If you’re claiming points from a Qantas flight, it can take up to three working days to process. Meanwhile, flights with partner airlines can take up to 28 working days to process. Whether successful or not, all claim requests will be shown on your online activity statement.

How to claim miles if you’re a new member

If you’re a new Qantas Frequent Flyer, you can make claims for flights that took place up to 30 days before your enrolment date.

Claim points earned from non-airline partners

You can claim missing points from the following partnered retailers and services:

You can’t claim missing Qantas Points with restaurants, grocery or liquor partners.

virgin australia airline

Virgin Australia Velocity Frequent Flyer

Claim points earned from Virgin Australia and flights with partner airlines

If you’ve forgotten to add your Velocity membership number to your Virgin Australia flight booking, you can do so by updating your membership number to your booking online. If you’re travelling with an airline partner, you’ll need to call the airline directly and ask to add your Velocity membership number to your booking.

You should allow 14 days for your Velocity Points to appear in your account after travelling with Virgin Australia or any of its partnered airlines. If they haven’t appeared, you can submit a missing points claim by logging in to your Velocity Account and following the prompts.

If you’ve flown with Virgin Australia or a partner airline, you must make your claim within six months of travel. These claims can take seven days to process for Virgin Australia flights or four to six weeks for partner airlines.

How to claim miles if you’re a new member

If you’re new to Velocity, you can make claims for travel completed up to 30 days prior to joining. You’ll just need to email your Velocity membership number along with a copy of your electronic ticket and boarding pass to

air new zealand airline

Air New Zealand

Airpoints Dollars earned on eligible flights should appear in your account within 72 hours of travel. If you haven’t received Airpoints Dollars from a flight with Air New Zealand, Star Alliance or other partnered airlines, you’ll need to complete the missing Airpoints form.

You’ll need to sign in with your Airpoints number and password to complete the form. You must complete your form within six months of travelling.

How to claim miles if you’re a new member

If you’re a new Air New Zealand Airpoints member, you can only submit a form for flights taken in the 30 days before joining.

singapore airlines

Singapore Airlines Krisflyer

You can usually expect miles earned from Singapore Airlines flights within two to four weeks after you travel. If you’re flying with a partnered airline, you should receive your miles within six to eight weeks. If you haven’t, you can download a retroactive mileage claim form, fill out your details and email it to

You must claim your miles within six months of taking your flight. If successful, it may take six to eight weeks for eligible retro miles to appear in your account.

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 in to their KrisFlyer accounts and requesting “Retroactive Mileage Credit” then completing the steps above. Partner airline flights are not eligible here.

emirates airline

Emirates Skywards

Emirates Skywards members can claim missing miles within six months of flying on a qualifying Emirates flight. You’ll just need to log in to your Emirates Skywards account to claim. Just make sure that the name on your ticket matches the name on your Emirates Skywards account.

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.

etihad airline

Etihad Guest

You can claim missing miles from flights taken with Etihad Airways or a partnered airline within six months of travelling. If you’re a new member, you can claim miles for flights taken within three months of joining.

You can do this by logging in to your Etihad Guest account and following the prompts to claim miles.

british airwards airline

British Airways

You can claim missing British Airways miles (known as Avios) within six months of your flight. If you’re a new member, you can do this for any eligible flight flown in the three months prior to joining.

You can complete and submit your missing Avios request through your online account. You’ll need your frequent flyer details and flight number to complete a form.

cathay pacific airline

Cathay Pacific

To claim missing air miles for flights on Cathay Pacific, Cathay Dragon, British Airways or Qantas, simply log in to 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.

You must submit original ticket copies and boarding passes with claim requests. All documents submitted will be retained for recordkeeping purposes, so you should 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.

Most major frequent flyer programs give members the chance to claim points or miles if they forgot to quote their membership number or the points are missing from their account. However, as there are usually some terms and conditions involved, make sure you do your research before filling out a claim to get your points.

Images: Shutterstock

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2 Responses

    Default Gravatar
    TanOctober 15, 2017

    How do i claim my mileage on british airways?


      Default Gravatar
      DanielleOctober 15, 2017

      Hi May,

      Thank you for contacting Finder.

      You can spend your Avios on a wide range of rewards. These include:

      – Flights with British Airways or its oneworld partners
      – Flight upgrades
      – Hotels
      – Car rental
      – Wines, champagne, and beer from British Airways

      You’re also allowed to share your Avios with other members of your household for free. If you don’t live at the same address, however, you can transfer your Avios to your family or friends for a fee. Learn more about British Airways Executive Club frequent flyer program.

      I hope this helps.


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