Hi all, this is my first post so please be gentle.
I joined the Qantas FF programme in 1992, as reflected in my membership number which is under 120000
I had accumulated only a modest number of points over the years but as of Jan 2012, I had nearly 75,000. Not many but they were kept for a rainy day. I was not a subscriber to any of the other parts of the program like Everyday Rewards.
The previous year I had injured myself at work and needed surgery which curtailed any travel plans for some time.
In April 2012 all my FF points were cancelled, a situation which I know affected and angered a lot of people. The reason was a lack of any activity in the previous 18 months. I contacted Qantas customer Care and my worst fears were realised. I advised the "consultant" on the other end that I could raise a medical certificate which would explain my lack of flying activity, if nothing else. Her reply was that it wouldn't matter. Management had decided on this course of action and that was that! I also tried to email them but unbeknownst to me, the email address I used did not work. I received not error message so I did not realise my message had not been received.
Fast forward to October last year when a friend of mine - probably one of the top scoring FF points holders in the country - told me to at least have another try. At that time I was back in the air again and making regular contact with the Qantas booking office. One particular day it came up in conversation with one of the booking people and they encouraged me to try again.
I told them that I did not have any contact details for Qantas' head office and they duly supplied me with a postal address.
I wrote to Qantas management advising them of my situation and requesting a review.
Two weeks later I received a phone call from a woman called Sandra who asked my why I wrote to Qantas management. She told me she was the highest person in the program and sounded mildly annoyed. I explained the situation and she told me that Qantas would not reinstate any of my points because they didn't think I qualified for consideration and it was too long ago anyway (I had recently accrued more Qantas points but that was irrelevant). The discussion got slightly heated and I asked her why I should fly Qantas again, given the way this was playing out. She said it was not her job to explain that. Eventually she told me that I had not shown enough loyalty to Qantas (!) and that she had wasted enough time on me and hung up!
I have since found out that Qantas' actual policy was that anyone who had joined after about 2007 had to show activity in the previous 18 months but for anyone like me, the time period was actually three years.
Anyone else experienced anything like this? Got any helpful suggestions?
I'm not asking to get those points back. Just wondering if anyone else had similar experiences.
I joined the Qantas FF programme in 1992, as reflected in my membership number which is under 120000
I had accumulated only a modest number of points over the years but as of Jan 2012, I had nearly 75,000. Not many but they were kept for a rainy day. I was not a subscriber to any of the other parts of the program like Everyday Rewards.
The previous year I had injured myself at work and needed surgery which curtailed any travel plans for some time.
In April 2012 all my FF points were cancelled, a situation which I know affected and angered a lot of people. The reason was a lack of any activity in the previous 18 months. I contacted Qantas customer Care and my worst fears were realised. I advised the "consultant" on the other end that I could raise a medical certificate which would explain my lack of flying activity, if nothing else. Her reply was that it wouldn't matter. Management had decided on this course of action and that was that! I also tried to email them but unbeknownst to me, the email address I used did not work. I received not error message so I did not realise my message had not been received.
Fast forward to October last year when a friend of mine - probably one of the top scoring FF points holders in the country - told me to at least have another try. At that time I was back in the air again and making regular contact with the Qantas booking office. One particular day it came up in conversation with one of the booking people and they encouraged me to try again.
I told them that I did not have any contact details for Qantas' head office and they duly supplied me with a postal address.
I wrote to Qantas management advising them of my situation and requesting a review.
Two weeks later I received a phone call from a woman called Sandra who asked my why I wrote to Qantas management. She told me she was the highest person in the program and sounded mildly annoyed. I explained the situation and she told me that Qantas would not reinstate any of my points because they didn't think I qualified for consideration and it was too long ago anyway (I had recently accrued more Qantas points but that was irrelevant). The discussion got slightly heated and I asked her why I should fly Qantas again, given the way this was playing out. She said it was not her job to explain that. Eventually she told me that I had not shown enough loyalty to Qantas (!) and that she had wasted enough time on me and hung up!
I have since found out that Qantas' actual policy was that anyone who had joined after about 2007 had to show activity in the previous 18 months but for anyone like me, the time period was actually three years.
Anyone else experienced anything like this? Got any helpful suggestions?
I'm not asking to get those points back. Just wondering if anyone else had similar experiences.
