Qantas deleted my frequent flyer points without warning!

[ybuser]

I subscribed to this forum to reach others and I need advice how I can resolve a problem I have with Qantas FF. I had no activity in my account for a while and even though I logged on frequently to research travel plans, I did not see any indication that my points were about to expire. The matter is: Qantas claims they sent me an email a month before the pts expired, I do not have any record of such email, and I do receive all their emails, I even have an email from 2009 when they did notify me of the expiry date. I sent so many emails back and forth, I am so mad and angry and frustrated how these people can just claim they didn't fail and I want my points back. How do I get these people to do right by me?

 

[JohnK]

Welcome to AFF ybuser!

I guess the best you can do is send Qantas feedback and ask them to restore your QFF points as you have not received a final notification.

I know it is not related but I had ~AUD20 expire with HotelClub and I sent them an email advising I earned those rewards by booking hotels with them and they restored the rewards points in good faith.

 

[RWJ777]

It's really quite easy these days to accrue activity: get a Woolworths everyday rewards card, link it to your QFF# and buy at least $31 of groceries. This will give you the activity needed to keep your account active.

 

[trippin_the_rift]

Doesn't qff tell you points are about to expire when you log in? Bit harsh if not. I agree emails dont always get through.

I guess qf see it like if your points are inactive for 18 months youre not likely to make thrk anymore revenue. Thr flip side is if you lose those points... you sure as hell wont bother ever again.

You shoukd follow it up with qff for sure.

 

[nlagalle]

It's in Qantas's best interest for you to lose your points. it's money in their pocket.

As I have never been close to losing points from inactivity, I don't know if you get a warning sign, the only thing I know is it does tell you the date of last activity.

 

[Aussie_flyer]

Only one person at fault here ... sorry.

 

[lovestotravel]

I am so mad and angry and frustrated how these people can just claim they didn't fail and I want my points back. How do I get these people to do right by me?

Did you not read the T&Cs of the program which clearly state that points expire....

The only person at fault is you here for not reading and understanding the T&C's of the program

But like so many other people, always easier to blame others

 

[dfcatch]

AA do it a little better in that they actually spell out the date that your points will expire. Whereas QF only have the date of last activity and the footnote about expiring points.

Of course it would be better if they actually had a warning come up when you were within two months of expiry - but I'm sure they would like to clear their liability as well.

Many years ago I had the same issue with SPG. I sent them a nice email and in good faith they restored my points for me. I returned the gesture by giving SPG about 15 stays in the following months.

All you can do is ask nicely

 

[medhead]

Apparently qantas actually send out 2 or 3 emails starting from 3 months before expiry. At least that was the advice from the QFF executive team.

They also advise the expiry date in the T&C as being the last day of the 18th month. Which might explain the rash of complaints about this at the start of every month.

They are generally pretty strict with the expiry. But if you have special circumstances it can't hurt to write to qantas.

 

[The Rok]

I think for something as serious as removing all of a persons points then Qantas need to go back to snail mail. Emails can be too unreliable. If a member is about to loos 400K points then write to them, tell them what happens if they don't earn any points, make it crystal clear.

 

[lovestotravel]

I have several thousand Singapore Airlines miles expiring in the next 30 days, and no email/letter from them!

 

[sergeyvzn]

I subscribed to this forum to reach others and I need advice how I can resolve a problem I have with Qantas FF. I had no activity in my account for a while and even though I logged on frequently to research travel plans, I did not see any indication that my points were about to expire. The matter is: Qantas claims they sent me an email a month before the pts expired, I do not have any record of such email, and I do receive all their emails, I even have an email from 2009 when they did notify me of the expiry date. I sent so many emails back and forth, I am so mad and angry and frustrated how these people can just claim they didn't fail and I want my points back. How do I get these people to do right by me?

just out of curiosity - how many points are we talking about?

 

[Mrmaxwell]

I understand it's up to the individual to know the T&C's etc but many people - for whatever reason - may just not be aware of this and it's QF who should ensure CLEARLY that points are about to expire.

The key point here by the OP is that they were logging on to their FF account and planning trips on a regular basis etc so there should be a pop up or warning message that cannot be ignored when points are about to expire.

If the OP had nothing to do with QF, their FF account or the website for 18 months and simply learned about the expiry that is a different matter.

 

[JohnPhelan]

I think for something as serious as removing all of a persons points then Qantas need to go back to snail mail. Emails can be too unreliable. If a member is about to loos 400K points then write to them, tell them what happens if they don't earn any points, make it crystal clear.

And why is that any airline's responsibility? Every FF scheme makes it quite clear that keeping the account active is the responsibility of the member. Too many people expect too much nannying!

 

[nlagalle]

And why is that any airline's responsibility? Every FF scheme makes it quite clear that keeping the account active is the responsibility of the member. Too many people expect too much nannying!

It's always someone elses fault!

 

[Mwenenzi]

An other thread on this topic with pots in the last few days
http://www.australianfrequentflyer....ce-claiming-expired-qff-40907.html#post815712

 

[Ansett]

As has been said earlier

It is your responsibility to check the validity of your points to ensure that they dont expire.

If the OP was such a good customer for QF then why has he not earned any points in the last 18 Months? As mentioned earlier too it is easy to ensure that they dont expire via the use of credit cards and or EDR.

Sorry but have no sympathy atall for the OP, but do wish you well in getting your points back but do hope that you make some effort to retain them in future by perhaps even becoming a real Frequent Flyer. After all that is what the programme is called Frequent Flyer.

 

[GoldCanyon340]

I sure hope we are not discussing / reading about the loss of 1,000 points from a SYDMEL earned 19 months ago.

 

[Happy Trails]

I think he's dead now, we can stop kicking him.

 

[The Rok]

And why is that any airline's responsibility? Every FF scheme makes it quite clear that keeping the account active is the responsibility of the member. Too many people expect too much nannying!

It's always someone elses fault!

I am not suggesting it is the airlines responsibility, but this is much the same as the scenario where flyers miss flights due to gate changes not on flight information boards or delays that they were not informed of, it is of course the flyers responsibility, but a little bit of common courtesy from the airline can go a long way.