Hi. I struggled to find a thread on a similar vein, andit is coming from a different angle to most.
I have an issue with how Qantas implements its definition of a membership yearfor status credit purposes. It is important to me as I will be flying a lotthis year (for me), and depending on the outcome, I could full just short of myfirst Gold status. I first joined QFF and Qantas Club in 1995 and have been avery loyal customer ever since, for better or worse, and at a Silver level forI think at least the last 10 years.
At 6.10pm on 30 June I flew business JFK-LAX-SYD. On 3 July I was credited with140 status credits but noted, per my activity statement, these creditswouldn't count towards my current membership year. I was expecting these to bein the current membership year, so I checked the QFF T&Cs for definitionsand found the following:
'Anniversary Month' is the month during which a Memberjoined Qantas Frequent Flyer, irrespective of the year
'Membership Year' commences on the first day of themonth following a Member's Anniversary Month and concludes on the last day ofthe Member's Anniversary Month the following year
My reading of this, which I believe a reasonable person would follow, is thatthe membership month and year is based around not only when a memberjoined, but where. If I joined on the first of the month in Sydney, it wouldhave been the last day of the previous month in New York (at least for 10 to 12hours), hence they could be two different membership months, which doesn't makesense. Therefore, the month must be defined by the where and the when.
The above is important because my 6.10pm 30 June flight out of JFK was actually4.10am Sydney time 1 July, in my new membership year. Therefore the 140 statuscredits should count in my current year.
I rang the QFF call centre about this. The woman I spoke to gave me the linethat they allocate points on the basis of the date in the departure city. Iexplained that I understood that is how the rules are applied, but I disagreedwith this approach and believed they should be allocated on the basis of the timein the QFF application location, based on their own definitions. We went around incircles for quite a few minutes while she told me what they did, and I told herwhat they should do. Eventually after becoming very frustrated (but neverswearing or threatening) I asked several times, politely but firmly, tospeak to a manager or someone more senior. She told me nobody was around, thatI would just get the same answer anyway, and after a couple more minutes ofgoing around in circles simply hung up on me. So much for client service! Iknow she couldn't deal with it, but it should have been escalated.
So my question is, has anyone else come across this issue? Did you resolve itsatisfactorily? Do you think I have a reasonable position?
Thanks in advance
I have an issue with how Qantas implements its definition of a membership yearfor status credit purposes. It is important to me as I will be flying a lotthis year (for me), and depending on the outcome, I could full just short of myfirst Gold status. I first joined QFF and Qantas Club in 1995 and have been avery loyal customer ever since, for better or worse, and at a Silver level forI think at least the last 10 years.
At 6.10pm on 30 June I flew business JFK-LAX-SYD. On 3 July I was credited with140 status credits but noted, per my activity statement, these creditswouldn't count towards my current membership year. I was expecting these to bein the current membership year, so I checked the QFF T&Cs for definitionsand found the following:
'Anniversary Month' is the month during which a Memberjoined Qantas Frequent Flyer, irrespective of the year
'Membership Year' commences on the first day of themonth following a Member's Anniversary Month and concludes on the last day ofthe Member's Anniversary Month the following year
My reading of this, which I believe a reasonable person would follow, is thatthe membership month and year is based around not only when a memberjoined, but where. If I joined on the first of the month in Sydney, it wouldhave been the last day of the previous month in New York (at least for 10 to 12hours), hence they could be two different membership months, which doesn't makesense. Therefore, the month must be defined by the where and the when.
The above is important because my 6.10pm 30 June flight out of JFK was actually4.10am Sydney time 1 July, in my new membership year. Therefore the 140 statuscredits should count in my current year.
I rang the QFF call centre about this. The woman I spoke to gave me the linethat they allocate points on the basis of the date in the departure city. Iexplained that I understood that is how the rules are applied, but I disagreedwith this approach and believed they should be allocated on the basis of the timein the QFF application location, based on their own definitions. We went around incircles for quite a few minutes while she told me what they did, and I told herwhat they should do. Eventually after becoming very frustrated (but neverswearing or threatening) I asked several times, politely but firmly, tospeak to a manager or someone more senior. She told me nobody was around, thatI would just get the same answer anyway, and after a couple more minutes ofgoing around in circles simply hung up on me. So much for client service! Iknow she couldn't deal with it, but it should have been escalated.
So my question is, has anyone else come across this issue? Did you resolve itsatisfactorily? Do you think I have a reasonable position?
Thanks in advance