Maybe I will need a flame suit, but for Christ's sake!
So they did not do ANYTHING that earned points for 18 months, then in the next six months they did not even read email, nor earn points.
It seems that anyone who has ever flown Qantas deems themselves to be a valuable "frequent flyer" ! I used to not like the way that Qantas "hid" points warnings in other useless emails, but it appears they now send a very distinct and clear email about it - I personally believe that is all they can be expected to do. Follow-up calls, etc? Rubbish.
Forgive me also if I feel that their story does not have the "ring of truth". Are they seriously saying that after six months being too unwell due to illness to access email, that they then went through reading all their old emails???? Come off it.
I would back a wager that says that they only noticed the problem when they eventually went to use some points.
Qantas is a business, and they went OUTSIDE their terms and conditions to try to give a solution to the people's problem. (BTW, I personally don't disagree that points should be forever. But I also would like a zillion other companies to do things more favourable to customers)
And the usual Qantas bashers talk about how they use this sort of stuff to maximise PROFITS. Ah, no, they need to do this to minimize LOSSES, due to the very high wages they have to pay staff in an internationally super-competitive business, where all most customers give a stuff about is the online price they compare through the web..(where they demonstrate their real loyalty which is to their wallet)..!!!!