Finnair crediting points and credits to wrong account

Frequent Flyer Programs
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Hi - I recently flew on Finnair ticketed flights from Melbourne to London via Doha (with Qatar) and then Helsinki to LHR (both Finnair). I clearly added my QFF to the booking and it is also clearly printed on my boarding passes. Yet Finnair credited the points and status credits to my Finnair (Avios) account and not QFF. I submitted missing points claims to QANTAS, but they said the partner airline rejected them and I am finding it impossible to speak to anyone at Finnair other than the chatbot, who can’t help, and I don’t have phone calls enabled on my eSIM while travelling. Anyone else had any similar experiences and suggestions on how to remedy. Thanks.

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Welcome & Hello @flavour2804
I did a quick ChatGPT and got some good info, so reposting here for your convenience:

This happens more often than it should with oneworld partner flights — the system credits points to the “home” program of the operating carrier (Finnair Plus/Avios) even though your boarding passes clearly show your QFF number. A few important points and practical steps you can take:

Why it happens

  • Operating vs marketing carrier mismatch: If the Finnair system didn’t properly transmit your QFF number to their accounting feed, the default is often Finnair Plus.
  • Multiple FFP numbers stored: Sometimes a booking has both numbers in the record (e.g., your Finnair Plus and QFF) and the one “last seen” by the check-in system wins.
  • Ticketing vs crediting: Even though your QFF number is printed on the boarding pass, that’s not always what gets sent in the backend.

What you can do now

  1. Get copies of your e-tickets & boarding passes
    Qantas (and any other oneworld program) needs proof of travel, and the boarding passes showing your QFF number are important evidence.

  2. Ask Finnair to remove or “reverse” the credit to your Finnair Plus account
    Airlines will not double-credit flights; the points must be debited from Finnair Plus before Qantas can claim them.

    • Email Finnair Plus directly: plus@finnair.com (or use their contact form on the Finnair Plus site).
    • Ask them to remove the flights from your Finnair Plus account so you can credit to QFF instead.
    • Provide ticket numbers, flight details, and a scan of boarding passes.

  3. Once Finnair confirms removal, re-submit to Qantas
    After Finnair confirms the flights are removed, lodge another “missing points claim” with Qantas with the confirmation email attached.

  4. Escalate if no response:

    • Finnair Plus phone lines: +358 9 818 888 (or the UK number if you’re there) — if you can’t call, try their Twitter/X account or message via Facebook Messenger; social media teams are often faster.
    • If you’re still overseas without call access, consider a low-cost Skype credit or VoIP app just for this call.

  5. Document everything:
    Keep all correspondence and screenshots of your boarding passes and the rejection from Qantas.

Others’ experience

Plenty of frequent flyers have run into this, especially when flying Qatar/Finnair on Finnair-issued tickets. The key step is always getting the “wrong” credit removed before Qantas can post them. Without that, the automatic missing-points process almost always gets rejected.

1 Like
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Thanks heaps for the quick and detailed response @jenart. Good to know (well, sort of) that I am not alone in this predicament - fingers crossed I can get it sorted, and will now know to raise this at check-in for my journey home! Cheers.