I've felt the sting of the QFF Loyalty Middle Finger

[MrJetset]

Apparently my lack of flying this year is the end of the conversation. No 'parental leave' allowance like Virgin. No 'thanks for your 10 year loyalty as a WP'. No 'thanks for just booking $26k of flights with us'.

It may not be a published benefit, but QFF does offer compassionate extensions on a request basis, including parental leave. I know of three examples of family and friends. I believe the key is to contact them prior to your membership downgrading, not prior.

 

[timster]

Qantas' share of the international travel market has more than halved over recent decades. There are obviously a number of factors involved. But of course the greatly diminished benefits to passengers of loyalty are not amongst them.

 

[RooFlyer]

It may not be a published benefit, but QFF does offer compassionate extensions on a request basis, including parental leave. I know of three examples of family and friends. I believe the key is to contact them prior to your membership downgrading, not prior.

Yup, should do it .

 

[legroom]

After chilling for a few hours I do realise that my post is a candidate to appear in the next AFF newsletter as "Self-entitled member really puts the W in WP".

By rejecting my extension request all they've done is make me feel worthless - all these years and lots of money spent and they don't feel there's any need to reward that loyalty in kind, even in such a trivial way....

I understand where you are coming from.

Maybe some soothing words from the CSR "... We are so sorry... The rules prevented us from granting your requests.... We do value your patronage ..... It won't make much material difference in any case (unless you transit FLs every 2nd day)...." would ease the emotional 'rejection' ?

They did the 3-year average calculation for you so they obviously did factor in your past loyalty.

Should it be amended to a 5-year average to 'fit in' your case ?

However, as it costs QF practically close to nothing in this case (long haul revenue F tickets), a win-win outcome could be easily arranged by a sympathetic supervisor.

As it stands, it fits the description of a FWP (First World Problem).

If I were you, I'd drop a line to Red Roo* - while not expecting much at the same time - assuming you still want to retain QF WP.

As others had hinted, there are greener pastures elsewhere too.

*: sorry, I had overlooked the fact that you had written to Lesley Grant

 

[MrJetset]

When considering status extensions at WP an individual looks at your overall 'value' to the airline that seems to include lifetime revenue, length of status and I suspect your average spend per flight. Those who had been granted it only flew F internationally with minimal domestic flights. Clearly paying for F as opposed to redemptions and upgrades works in your favour.

Clearly, for whatever reason, QFF does not consider your value high enough.

 

[jamesatfish]

And all is happy in the Qantas world again this afternoon.

I got a reply email from the Manager of QF Rewards & Recognition at 9:10am this morning acknowledging my email and promising an update by COB.

True to his word I just had a call confirming my WP membership would be extended for another 12 months, so I'll be able to use the OWE benefits on my next trip before I requalify for real.

Very happy with the offer from QF for the extension - the road was a bit rocky to get there but I can't fault the final outcome.

 

[Princess Fiona]

And all is happy in the Qantas world again this afternoon.

I got a reply email from the Manager of QF Rewards & Recognition at 9:10am this morning acknowledging my email and promising an update by COB.

True to his word I just had a call confirming my WP membership would be extended for another 12 months, so I'll be able to use the OWE benefits on my next trip before I requalify for real.

Very happy with the offer from QF for the extension - the road was a bit rocky to get there but I can't fault the final outcome.

A very sensible, in fact the only sensible outcome.

 

[legroom]

And all is happy in the Qantas world again this afternoon.

I got a reply email from the Manager of QF Rewards & Recognition at 9:10am this morning acknowledging my email and promising an update by COB.

True to his word I just had a call confirming my WP membership would be extended for another 12 months, so I'll be able to use the OWE benefits on my next trip before I requalify for real.

Very happy with the offer from QF for the extension - the road was a bit rocky to get there but I can't fault the final outcome.

It should not have been this arduous.

I hope the Senior Manager puts this case up for a mini discussion someday when the word 'Loyalty" is discussed - in addition to feedback to the ones who had turned you down in the first place.

Without such feedbacks, it will be Ground Hog Days for another pax in a similar scenario.

 

[rocketboy]

Glad to see this has finally resolved sensibly. Have followed this thread and appreciated the frustration. To be honest I was skeptical the escalation would make a difference. So very happy to be wrong. Also enjoyed the sub discussion on masa/classic awards/points plus pay. Very insightful.

 

[Christoo]

And all is happy in the Qantas world again this afternoon.

I got a reply email from the Manager of QF Rewards & Recognition at 9:10am this morning acknowledging my email and promising an update by COB.

True to his word I just had a call confirming my WP membership would be extended for another 12 months, so I'll be able to use the OWE benefits on my next trip before I requalify for real.

Very happy with the offer from QF for the extension - the road was a bit rocky to get there but I can't fault the final outcome.

I just don't know why Qantas would put someone through the angst like this for no gain.
Surely there can be a mechanism whereby someone with a massive spend and 5+ years of QF WP loyalty gets flagged for personal review?
The really smart thing would be to call them 3/4 of the way through their earning year if they look like not re-qualifying and probe as to the reason.

 

[dfcatch]

I have a problem with the OP getting knocked back, yet there are plenty of reports of people recently getting bumped over the line on their INITIAL qualification, or similar. Which to be honest - surprises me as QF are usually hard and fast on this.

I've been surprised at how "loose" they've anecdotally been lately - and yet they go all hard nose at the OP who clearly is a textbook case of allowing discretion.

It's an illustration of everything that is wrong with QFF.

 

[Nizar]

I'm a million miles short of being an airline CEO but in my small businesses I'd prefer the public perception of being flexible to support my customers rather than being stubborn to the point of pissing them off.

Well said mate, well said.
And that's probably why you're as successful as you are.

 

[RichardMEL]

It should not have been this arduous.

I hope the Senior Manager puts this case up for a mini discussion someday when the word 'Loyalty" is discussed - in addition to feedback to the ones who had turned you down in the first place.

Without such feedbacks, it will be Ground Hog Days for another pax in a similar scenario.

Couldn't agree more with this post.

It should NEVER have gotten to this point of you going out of your way to bug senior management to use common sense where it should have been applied at the first level, and even if the first phone agent did not have the authority to do it, to have it go internally to someone who could (as I think they did IIRC) who could then use common sense and grant it as a matter of fact.

Absolutely should be held up as an example of how dumb it can be to be pedantic about such rules when the effect of enforcing them could have the potential to lose that, plus more (sympathetic friends/colleagues) from this one choice which would have an overall negative impact on QF IMHO. We can but hope ....

 

[Yvonne]

I would be really cranky if that happened to me. At the other end of the spectrum, though, I had a happier experience with Qantas. I was 120 SC shy of retaining Silver by July 2015 and was resigned to going back to Bronze, when Qantas automatically kept me at Silver for another year. Somehow I imagined the "top end" members would be treated similarly if not better.

 

[howiesue]

Whilst reading this thread with fascination, I must admit to finding that the outcome of any issues like these largely depends on who answers the phone at QFF to start with. I'm recently retired and no longer fly much but with my over 10 yrs at WP (and since come to that with life-time-gold) I invariably found that most times I was able to get great help from QF staff. Occasionally, however, it was possible to get the horror of the day who clearly got out of the wrong side of bed. I guess it could be argued that there are more staff at QF these days that fit this profile given what's happened at QF recently.

But only a couple of years ago a QF staff member helped me organise a points RTW fare in Business flying highly popular routes. The trip was to celebrate my retirement and was taken over three months and the QF lady locked away each sector for me as they became available which I suspect may not happen today.

 

[legroom]

Couldn't agree more with this post.

It should NEVER have gotten to this point of you going out of your way to bug senior management to use common sense where it should have been applied at the first level, and even if the first phone agent did not have the authority to do it, to have it go internally to someone who could (as I think they did IIRC) who could then use common sense and grant it as a matter of fact.

Absolutely should be held up as an example of how dumb it can be to be pedantic about such rules when the effect of enforcing them could have the potential to lose that, plus more (sympathetic friends/colleagues) from this one choice which would have an overall negative impact on QF IMHO. We can but hope ....

Once - many years ago - I had to seek the attention of the State Manager of a large insurance company to overturn a decision by junior staff denying me continuity of cover when I applied to transfer my life insurance (of 10 years' duration) from another company.

Despite my letters, the assessor demanded that I served the "obligatory" waiting period as if I had been walking off the street seeking a life insurance.

The State Manager immediately reversed the decision and stated that such a case would be raised at the monthly staff meeting to help educate all assessors.

With QF, I am not so sure that such a culture exists.

Only last week, I was contacted by Lesley Grant's office over an error of refund made by QF staff offering profuse apologies etc... but there was no spontaneous mentioning that the "senior consultants" who made the original errors would be spoken to - not so much as criticism but as a feedback for behavioural change.

Until that approach is institutionalised as a culture, frontline staff will continue to make errors without being able to draw lessons from anywhere.

One lives in hope .....

 

[zoomzoom]

Yes, it a one way street with QF. They trade on the Aussie mate image but don't deliver. Add to that an expensive and generally inferior product (Pacific business class cabins etc) its no wonder most Australians spend their own money on another carrier. Thank goodness for John B shaking up Virgin and giving us real choice. We need Singapore on the Pacific routes. QF chase the big corporate dollar but exploit the SME and mum and dad sector. Yes, this is a vent also, but only because QF has burnt my loyalty. They certainly know how to trash a brand.

 

[geoffl]

I've (haven't) felt the sting of the QFF Loyalty Middle Finger

Not sure how you initially approached Qantas, but I had the same problem, that is not being able to travel for 12 months after being Platinum for as long as I can remember, and I simply emailed the Loyalty Department, explained the situation, attached a Doctors Letter and they were back to me in a matter of Hours extending the Platinum Memberships both my Wife and I hold for another 12 months from the upcoming Anniversary Date, I was totally impressed and they couldn't have been easier to deal with, a huge thank you to Qantas.
Usually, good communication with the right people solves anything.

...and ouch it hurts.

I'm a long time QFF (and AFF) member, happily enjoying my WP membership for the last decade on the back of paying cash for QF International First flights. Never quite made Platinum One but have about a 1600 SC annual average over the last 10 years. Never once failed to retain WP through actual flights, never been comped a membership year.

My wife and I had our second child in 2014, so I put my work travel on hold for 18 months to spend time with my family.

As a result my I have only flown 180SCs this year, and my WP membership falls back to Lifetime Gold on 30 September.

No problems says I - I need to fly again in October. I'll book travel for myself and my business partner - $26,000 worth of First flights to Asia and the USA. OneWorld Emerald membership will be handy for lounge access especially in the US, so I'll ask Qantas Loyalty for a 12 day grace period on my WP membership, as I'll have reached 1200SCs to retain it again before I fly back to Australia in mid October.

Now I've been guilty of reading these threads before, with people pondering Qantas' refusal to budge on membership years or grant status extensions, but I never thought I'd feel the sting of refusal for myself.

Apparently my lack of flying this year is the end of the conversation. No 'parental leave' allowance like Virgin. No 'thanks for your 10 year loyalty as a WP'. No 'thanks for just booking $26k of flights with us'.

All I get is that Qantas would rather burn a loyal customer over what would be a 12 day extension to a 3650 day WP membership run.

Okay, venting over. Off to go see what Star Alliance offer for Circle Pacific type First fares.

 

[zoomzoom]

Re: I've (haven't) felt the sting of the QFF Loyalty Middle Finger

Yes, I guess it can be the approach or the staff that respond. But, having been cut loose by QF I can say its very liberating. Better service and products and lower prices. QF has a bit of a stranglehold on domestic travel because of frequency,but that is slipping.However international options are huge if you are paying QF level business product fares.

 

[Dee Thom]

I would be really cranky if that happened to me. At the other end of the spectrum, though, I had a happier experience with Qantas. I was 120 SC shy of retaining Silver by July 2015 and was resigned to going back to Bronze, when Qantas automatically kept me at Silver for another year. Somehow I imagined the "top end" members would be treated similarly if not better.

My son had the same pleasant experience recently, he flys NRT/SYD/MCY return on a fairly regular basis, but due to work commitments was unable to travel for most of the last 12months. Back to bronze ? No, he retained silver without asking. Maybe they keep junior members happy to encourage their loyalty, and future spend.
cheers, Dee.