Call Centre: "Your SC do not get wiped out for the year (2020)" [incorrect]

[Daver6]

Totally crazy that someone whose year ended in March, and hence virtually unscathed in status terms by corona, can earn 0 and get free status extension.

Yet someone who earns 98% of the requirement is denied the upgrade.

What's worse, Virgin were offering some SC each month to cover this type of scenario.

 

[flyingfan]

Not surprised unfortunately that the call centre provided wrong info - if SC expiry dates really were being changed, that'd be big news (and maybe a fair bit of IT work in the background?). Wouldn't be too surprised if AFF is sometimes better informed than some QF staff, who appeared to confuse this with the status extension.

Another one for the 'incorrect information you've been provided by the call centre' thread, as others have mentioned.

I don't want to sound too harsh on QF, with so many staff mistakes are bound to happen - it just causes some interest (then excitement then facepalms) when it gets posted on AFF.

 

[me-h]

Interesting they haven't offered to sell you the final 10sc to obtain gold status for 80K point or whatever the going rate has been. It'd be a good way for QF to reduce some points liability for something you may not be able to get much use of for a while anyway.

 

[blackcat20]

What they’ve told you is what happens with a status pause. My years ends June 30 but I’m on a pause and have had 28 months to requalify.

 

[Captain Halliday]

What they’ve told you is what happens with a status pause. My years ends June 30 but I’m on a pause and have had 28 months to requalify.

Status pause or paws?

 

[GSP]

Interesting they haven't offered to sell you the final 10sc to obtain gold status for 80K point or whatever the going rate has been. It'd be a good way for QF to reduce some points liability for something you may not be able to get much use of for a while anyway.

I was waiting for the sell but it didn't happen (nor did I ask). I guess they would be a bit nervous of selling an uncertain benefit and I'd be loathe to pay for it anyway.

If normal circumstances, if I was 690 and just fell short I'd think some leniency would apply (like what happened to 2 of my colleagues late last year 680 and 675). Now in this instance I was that a few months prior to all the lockdowns and had flights, so I'm a little disappointed that hasn't made it an obvious candidate for leniency. It probably is of little benefit, but whatever.

 

[Mattg]

I believe they have in the past offered to sell status retention for 80,000 points. But I haven’t heard of Qantas doing this for people to upgrade to a higher level.

 

[me-h]

I believe they have in the past offered to sell status retention for 80,000 points. But I haven’t heard of Qantas doing this for people to upgrade to a higher level.

Yeah I was thinking about that after I posted actually, you're right

 

[AIRwin]

Confirmed in this post:

[I need] Qantas Points - Fast

Same day is the norm now. My experience now is it is instantaneous. They must have introduced some Straight Through Processing.

www.australianfrequentflyer.com.au

 

[Legoman]

I called up the call center again. They apologized for giving dud information. Stranded on 690 and wiped in 2 days.

I'm in a similar boat to you. I was going to make Gold status in August this year on a normal flying roster basis, but now will miss out by something like 20 SC because my flight frequency has been halved. I called Qantas service centre to find out what Qantas were willing to do to compensate customers for an inability to earn normal credits during a period out of their control caused by the airline dropping flights and she told me not to worry because my SC would now not be expiring in September as normal and that I would keep them for another 12 months. I thought this was unusually generous for Qantas, so I checked and rechecked over and over again with her that we were talking about the same things. ie. normal status credits for status upgrades, NOT lifetime SC and NOT points. She was adamant that they would not expire in September as normal and that I had nothing to worry about because I will still make gold easily.

Still not believing it, I then went on their online chat thing and asked for confirmation of what I had been told so I could have it in writing/transcript for the inevitable lawsuit that was going to happen when they wipe all my points in September anyway despite what I was told. This time I'm told the complete opposite. SC are not included in the 12 months points extension and I was given wrong information by the call centre. There was nothing they were going to do to help me in my situation and they didn't even feel bad about it. "Too bad, so sad, sucked in" is how I would describe their response.

 

[MEL_Traveller]

I'm in a similar boat to you. I was going to make Gold status in August this year on a normal flying roster basis, but now will miss out by something like 20 SC because my flight frequency has been halved. I called Qantas service centre to find out what Qantas were willing to do to compensate customers for an inability to earn normal credits during a period out of their control caused by the airline dropping flights and she told me not to worry because my SC would now not be expiring in September as normal and that I would keep them for another 12 months. I thought this was unusually generous for Qantas, so I checked and rechecked over and over again with her that we were talking about the same things. ie. normal status credits for status upgrades, NOT lifetime SC and NOT points. She was adamant that they would not expire in September as normal and that I had nothing to worry about because I will still make gold easily.

Still not believing it, I then went on their online chat thing and asked for confirmation of what I had been told so I could have it in writing/transcript for the inevitable lawsuit that was going to happen when they wipe all my points in September anyway despite what I was told. This time I'm told the complete opposite. SC are not included in the 12 months points extension and I was given wrong information by the call centre. There was nothing they were going to do to help me in my situation and they didn't even feel bad about it. "Too bad, so sad, sucked in" is how I would describe their response.

I'm not sure about the potential for any lawsuit.. where is the loss you could claim for? I suppose you could argue that you would have taken a flight to somewhere for no other reason than to qualify, if they had given you the correct information.

I'm with QF on this one. Reduction in flights is a situation out of their control due to government action.

 

[HappyFlyerFamily]

I'm not sure about the potential for any lawsuit.. where is the loss you could claim for? I suppose you could argue that you would have taken a flight to somewhere for no other reason than to qualify, if they had given you the correct information.

I'm with QF on this one. Reduction in flights is a situation out of their control due to government action.

I thought Legoman was hoping for written confirmation to be the basis of the lawsuit of misleading and deceptive conduct. Those cases can be hard for a genuine mistake by the employee in translating a business policy.

 

[GSP]

I'm in a similar boat to you. I was going to make Gold status in August this year on a normal flying roster basis, but now will miss out by something like 20 SC because my flight frequency has been halved. I called Qantas service centre to find out what Qantas were willing to do to compensate customers for an inability to earn normal credits during a period out of their control caused by the airline dropping flights and she told me not to worry because my SC would now not be expiring in September as normal and that I would keep them for another 12 months. I thought this was unusually generous for Qantas, so I checked and rechecked over and over again with her that we were talking about the same things. ie. normal status credits for status upgrades, NOT lifetime SC and NOT points. She was adamant that they would not expire in September as normal and that I had nothing to worry about because I will still make gold easily.

Still not believing it, I then went on their online chat thing and asked for confirmation of what I had been told so I could have it in writing/transcript for the inevitable lawsuit that was going to happen when they wipe all my points in September anyway despite what I was told. This time I'm told the complete opposite. SC are not included in the 12 months points extension and I was given wrong information by the call centre. There was nothing they were going to do to help me in my situation and they didn't even feel bad about it. "Too bad, so sad, sucked in" is how I would describe their response.

Yes, sounds similar. My points have been wiped on 1 May (except 100 rolled over with Points Club Plus) Unlikely now to get anywhere near Gold this year.

 

[MEL_Traveller]

I thought Legoman was hoping for written confirmation to be the basis of the lawsuit of misleading and deceptive conduct. Those cases can be hard for a genuine mistake by the employee in translating a business policy.

I'm not sure this even comes within the ambit of deceptive and misleading conduct.

 

[Legoman]

I suppose you could argue that you would have taken a flight to somewhere

My flights are all for work and booked well in advance. I know every flight I'm taking through to the end of August. That was all changed however when the flights disappeared due to Qantas cancelling them. Of course I realise they have in their T&C's clauses that say we are entitled to do anything and everything we want at any time we want without regard for our customers and with no compensation payable, so of course you can never argue anything successfully against a monopoly who make, set & enforce their own rules with no independent oversight.

 

[Pushka]

Credits wiped to a big fat 0.

 

[MEL_Traveller]

My flights are all for work and booked well in advance. I know every flight I'm taking through to the end of August. That was all changed however when the flights disappeared due to Qantas cancelling them. Of course I realise they have in their T&C's clauses that say we are entitled to do anything and everything we want at any time we want without regard for our customers and with no compensation payable, so of course you can never argue anything successfully against a monopoly who make, set & enforce their own rules with no independent oversight.

I would agree with your position if this was something within QF's control! CV-19 however is well and truly outside the airlines' control, so the standard consumer protections aren't necessarily going to apply. This is not a case of QF luring you into spending money on their flights and just before you reach gold they're deliberately pulling the plug to stop you getting it.

Outside of Covid (or something similar), there are plenty of avenues to argue against big players - and many people do... the Airline Consumer Advocate, ACCC, state consumer protection services.

 

[blackcat20]

Starting to unwind our Hawaii trip. Cancelled the dogs boarding, with the promise to rebook as soon as we can travel. Flight over is cancelled so we need to sort that out. Package can be put on hold, Hilton will refund.

 

[shambles]

I feel for people that were within a few SC of attaining a higher tier but its complicated for QANTAS. If they gave all those the benefit of the doubt and grant them the status bump, wouldn't they equally be entitled to drop the status of those punters with an Apr-Jul anniversary that were nowhere near retaining their status? it's unfair to expect QF to do one without the other. I think essentially pressing the pause button and letting people have another crack next year is the fairest outcome for all.

 

[zoomzoom]

Oh just so Qantas, do nothing for anyone, give nothing away.Just so mean spirited, remember the anti Virgin comments. I have qualified to keep status for the next year, but of course can't fly. Given a 6 mth extension on status, which I had already achieved!, Oh so generous. So now in the 6 mths after I have to do a years worth of flying. It just won't happen. Most international borders will still be closed, or closing again.
Thanks for nothing Qantas. This is going to finally cut me free from this anti competitive, market behemoth who treat passengers and loyal customers like self loading cargo.
Oh, and finally best wishes to the King of Bonuses Mr Joyce. Someone should tell the board its time for CEO renewal.