Lost points after reward booking taken less than 12months ago?

[PLANT]

Hi all,

Family went on Business Class Rewards ticket via QFF booking in Sep 2016.
June 2017 statement had over 450K in points
July 2017 0 and no further use of points???

Got on to chat and they stated that points expired.
Told that points activity is:

1. From flight taken date not booking date.
2. No record of flight taken on account?
3. I provided Emirates flight details and they are investigating but told upto 28days?

How do I get them back faster than 28days?

Any contacts\advice\comments please?

Is this common and I will get points back?

 

[mannej]

Would a reward flight be considered activity considering the 0 earn?

All you can hope for is a points challenge to get the points back.

 

[Hvr]

A quick read of Qantas questions doesn't look good.

Do my Qantas Points expire? Your Qantas Points will not expire as long as you earn or use Qantas Points (excluding family transfers or the conversion of points from Qantas Business Rewards) through your Frequent Flyer account at least once every 18 months. This includes earning or using Qantas Points with our program partners. The time period starts from the date of your last activity (in the case of earning points on eligible flights, that is the date the flight was taken).

Unlike your post I would reckon that the activity would be when the points were used to book the flight, not when the flight was taken.

Also, as noted by mannej given the flights didn't earn any points or SCs nor would they even earn a ~ they wouldn't be considered activity for th purposes of QFF program.

Your best hope might be to ask for a point restoration challenge and earn the required points to regain your expired points. But, that may take at least a month so unlikely to get them back anytime soon.

 

[perthjay85]

Haven't some qantas members been offered a points challenge?
Earn so many points from so many sources to have the points released back to your account?

 

[perthjay85]

http://www.australianfrequentflyer.com.au/expired-qantas-points-predicament/

Mentions the points challenge.

 

[PLANT]

Appreciate the replies....
Family members said never received 60 day warning?
Always believed it was from when flights taken(even a rewards flight, as that is when the points used?)
In this challenge is credit card promo and other family member gift points get you across the line?

Whats Odd is the service department could not see REWARDS flight booked and taken in Sept 2016????

 

[mannej]

Appreciate the replies....
Family members said never received 60 day warning?
Always believed it was from when flights taken(even a rewards flight, as that is when the points used?)
In this challenge is credit card promo and other family member gift points get you across the line?

Whats Odd is the service department could not see REWARDS flight booked and taken in Sept 2016????

When were the flights booked, as that would be the date of activity if it's a reward flight, not the actual date of the flight?

The warning is in the members monthly newsletter.

 

[PLANT]

Well attempting to ring QFF is useless today....just goes to engaged signal?
If from when booked it looks like Nov 2015....have to check.....
Why is it not recorded on the QFF website, or even the flight taken?
Where in the member's monthly newsletter (is this email statement???)

 

[ozbeachbabe]

Got on to chat and they stated that points expired.
Told that points activity is:

1. From flight taken date not booking date.
2. No record of flight taken on account?
3. I provided Emirates flight details and they are investigating but told upto 28days?

A paid fare that earns points, status credits and squiggles (~) is based on the date the flight is taken not the booking date however for the purpose of activity on a frequent flyer account the date the award booking is made would count as the activity.

Sounds like the business class award booking was made up to or including 31 December 2015? The actual redemption of the business class booking may count as activity however if there was no other activity of any between 01 Jan 2016 to 30 Jun 2017 then any points in that account would expire.

Was the booking actually made from the account whose points expired?

Can you check the email account the QFF membership is linked to and check for an itineraries sent for the award trip? You could enter the EK flight number when searching the inbox plus other keywords like 'itinerary' or 'eticket' etc.

At the time time you could check that the family member was received monthly QF frequent flyer statements that would state the points expiry date.

9.2 Qantas Points validity
9.2.1 Except as otherwise provided in these Terms and Conditions, Points will not expire as long as the Member remains an Active Member.
9.2.2 Effective until 15 March 2017, all Points held in a Qantas Frequent Flyer account of a non-Active Member will expire at midnight Sydney, Australia time at the end of the 18th consecutive month for which the Member has not earned Points or Status Credits or redeemed Points (excluding any transfer of Points to or from an Eligible Family Member and excluding any transfer of Points from Qantas Business Rewards). For this purpose, Points earned in relation to Eligible Flights are deemed to be earned on the date the Eligible Flight was taken. Within 60 days of the Points expiration date, Qantas Loyalty will notify Members of the number of Points that are about to expire and the expiration date as follows:
(a) Online activity statements display a warning to the Member;
(b) Members who continue to receive paper activity statements, will receive an activity statement which includes a notification that Points are about to expire; and
(c) Members who have opted to receive communications online and via email, will receive a notification within their monthly electronic newsletter.
With effect from 16 March 2017, all Points held in a Qantas Frequent Flyer account will expire at midnight Sydney, Australia time at the end of the 18th consecutive month for which the Member has not earned Points or Status Credits or redeemed Points (excluding any transfer of Points to or from an Eligible Family Member and excluding any transfer of Points from Qantas Business Rewards). For this purpose Points earned in relation to:
(a) Eligible Flights are deemed to be earned on the date the Eligible Flight was taken;
(b) Where a Non-airline Partner:
(i) ceases its participation in the Program; or
(ii) materially alters its participation in the Program.
Points earned in relation to Non-airline Partner products and services are deemed earned prior to the Earn Event Date.
9.2.3 With effect from 16 March 2017, within 60 days prior to the Points expiration date, Qantas Loyalty will notify Members of the number of Points that are about to expire and the expiration date as follows:
(a) Online activity statements display a warning to the Member;
(b) Members who continue to receive paper activity statements, will receive an activity statement which includes a notification that Points are about to expire; and
(c) Members who have opted to receive communications online and via email, will receive a notification within their monthly electronic newsletter.
9.2.4 Points cannot be re-credited once they have expired.
9.2.5 Qantas Loyalty reserves the right to reverse or cancel any Points credited to a Member incorrectly, or not in accordance with, or in breach of, the Terms and Conditions at any time.

 

[PLANT]

YES the booking was made from the account the expired points!

We understood that the Reward ticket was not officially active until the date of the flight and hence that is the last date of activity(A reward booking can be changed(penalty) until the day of flight?

Not the date of booking the flight?

It still very odd that no record of booking\redemption of flight in QFF online chat.
We have the emails\points deducted and they took the flights on the day.

Even more disappointing was that attempting to ring QFF resulted in an engaged signal after pressing 2 and 2 as direct??????

Will attempt again on Monday!

Appreciate all the info provided so far.

 

[ozbeachbabe]

YES the booking was made from the account the expired points!

We understood that the Reward ticket was not officially active until the date of the flight and hence that is the last date of activity(A reward booking can be changed(penalty) until the day of flight?

You're confusing the T&C's of your award tickets with rules that cover frequent flyer points expiry which are two different animals.

For the purpose of account activity all that counts is the date that the ticket was issued.

If the date of issue was sometime in November 2015 and there was no other activity on that freq flyer account from 01 Dec 2015 through to 30 Jun 2017 that's why the points expired.

Not the date of booking the flight?

It still very odd that no record of booking\redemption of flight in QFF online chat.

We have the emails\points deducted and they took the flights on the day.

The date the flights were taken or whether or not they could've been changed or whatever the validity date of the ticket was has no bearing on points expiration as the flights themselves do not count as activity because they are not earning flights.

 

[PLANT]

will update if I ever get onto QFF via phone.........it should not be so confusing......your fly date that it activity on a QFF account as the rewards are used via the ticket......

 

[oz_mark]

will update if I ever get onto QFF via phone.........it should not be so confusing......your fly date that it activity on a QFF account as the rewards are used via the ticket......

The flight date is relevant for what Qantas calls 'Eligible Flights' - that is flights that earn points.

For an Award flight, is is the date that points were redeemed from the account that matters. Not the date of the flight.
When an award flight does appear on a statement as flown it will show 0 points. This is neither redeeming or earning points. For activity, it doesn't count.

 

[Pleb Status]

My interpretation of the T&C aligns with others that flying on a reward booking does not constitute eligible activity as no points are earned.

Booking -> yes, flying -> no.

 

[perthjay85]

My interpretation of the T&C aligns with others that flying on a reward booking does not constitute eligible activity as no points are earned.

Booking -> yes, flying -> no.

+1

Just ask for a points challenge.

 

[ozbeachbabe]

will update if I ever get onto QFF via phone.........it should not be so confusing......your fly date that it activity on a QFF account as the rewards are used via the ticket......

t's likely that the flights did not show on the QF statement if the ffn was not in the booking at the time the flights were taken. Just because points were used from a ff account doesn't mean the ffn will appear on the boarding pass. Most people wouldn't think to add the ff number anyway as they know the flights are an award ticket so don't earn points, status credits or squiggles (~).

Even if the ffn was in the booking and therefore appeared on the boarding pass and subsequently appeared on the ff statement albeit in a non-earning capacity it would not have changed the outcome of your situation so the points still would have been wiped after 30 June 2017.

It still very odd that no record of booking\redemption of flight in QFF online chat. We have the emails\points deducted and they took the flights on the day.

Even more disappointing was that attempting to ring QFF resulted in an engaged signal after pressing 2 and 2 as direct??????

Again none of the above will change what's happened.

The best outcome you could hope for is asking QF for some kind of points challenge so have the points reinstated.

 

[PLANT]

So other than credit card (new application bonus points) and Woolies rewards card.... What's the cheapest way to meet 2 different earn challenge?
Don't want to have to take a flight to get them back?
Just wrong the system to be in this position.....

 

[love_the_life]

I'd go for Epiqure wine and find a nice bonus offer to make up the points and the points post within day or so. Woolies rewards won't be posted till mid September (they only do it each quarter now). Can't remember how long Qantas Mall points take to post but think it is about 30 days which might be too long. Credit cards usually take a while too. Qantas Cash might be a way to get a few points as well. I'd probably does do a short flight to get the extra source on top of the wine.

 

[mannej]

I'd go for Epiqure wine and find a nice bonus offer to make up the points and the points post within day or so. Woolies rewards won't be posted till mid September (they only do it each quarter now). Can't remember how long Qantas Mall points take to post but think it is about 30 days which might be too long. Credit cards usually take a while too. Qantas Cash might be a way to get a few points as well. I'd probably does do a short flight to get the extra source on top of the wine.

Qantas Cash posts about ~10 days into the month from memory, also remember the reduced domestic earn (1pt/$4 spent), qantas mall is about 30 days and can work out alright if you get a good bonus offer.

 

[perthjay85]

So other than credit card (new application bonus points) and Woolies rewards card.... What's the cheapest way to meet 2 different earn challenge?
Don't want to have to take a flight to get them back?
Just wrong the system to be in this position.....

You can buy some truffles from epiqure. Or a few smaller bottles of wine to get around 1,000 points.

Points are normally added when the order ships.