WARNING: ANZ Rewards Points => Kris Flyer Miles: No Go | Australian Frequent Flyer
Australian Frequent Flyer

Welcome to Australia's leading independent Frequent Flyer and Travel Resource since 1998!
Our site contains tons of information that will improve your travel experience.

Joining AFF is fast, simple & absolutely free - register now and take immediate advantage of these great BENEFITS.

Once registered, this box will disappear. And you will see fewer advertisements :)

WARNING: ANZ Rewards Points => Kris Flyer Miles: No Go

Status
Not open for further replies.

SIA1A

Member
Joined
May 23, 2007
Messages
204
Early in May I did an online redemption of ANZ Rewards Points for Singapore Airlines Kris Flyer Miles (4,000 points => 2,000 miles).

The online process appeared to operate smoothly and automatically - I received an instant email back saying that the miles would arrive within 3 business days.

Well, more than two weeks later nothing has happened. The Kris Flyer account has not been updated.

I called the ANZ Rewards Service Centre but experienced severe reluctance from the staff to do anything about this. I have escalated the problem to senior management and after a number of calls, I think I may be getting some sort of traction.

However, I simply don't trust the system or the complaints resolution process. All the time I am being made to feel that there's nothing that can be done and there's an undercurrent suggesting that I am lying.

I also contacted the ANZ Bank's compliants hotline but was advised that ANZ Rewards is nothing to do with the ANZ Bank and that ANZ Bank cannot even make phone calls from its complaints department to external organisations. Whaaaat?

Has anyone had similar experiences?

Bottom line is that my ANZ Rewards points are gone and there's nothing to show for it.

In the meantime, I think I will avoid using the ANZ Rewards card and stick with a more tried-and-trusted card provider that has never let me down.
 

oz_mark

AFF Supporter
Joined
Jun 30, 2002
Messages
17,735
Flights
My Map
I think the Rewards are outsourced to Pinpoint marketing, so it really is the Rewards Centre that you need to deal with. Not sure what their dispute resolution procedure is though (looks like there might not be one)
 

dajop

AFF Supporter
Joined
Jul 1, 2002
Messages
9,234
Flights
My Map
I also contacted the ANZ Bank's compliants hotline but was advised that ANZ Rewards is nothing to do with the ANZ Bank
Except that is using (and in this instance tarnishing) the ANZ brand, and is obviously contracted to carry out a certain function by ANZ. But hey, when you're a bank (and therefore have a tarnished brand by the fact you are bank, with a few notable exceptions) - what does it matter?
 

oz_mark

AFF Supporter
Joined
Jun 30, 2002
Messages
17,735
Flights
My Map
Dispute resolution (start with the Rewards Centre (in writing), then through the Banks procedures):

Disputes

34. All questions or disputes regarding eligibility for rewards or the
eligibility of Reward Points for accrual or reward will be resolved
by us at our sole discretion. All enquiries regarding rewards
statements must be made within 90 days of the date of the
statement. Otherwise, any questions or disputes must be brought
to our attention within 12 months of the incident first giving rise
to the question or dispute.

35. All questions or disputes must be submitted in writing to the
Rewards Centre and, where relevant, be accompanied by a legible
copy of the relevant sales receipt or card account statements.

36. If you are not satisfied with our response to your question or
dispute, you may access our complaints handling procedure,
which is set out in the ANZ Credit Card Conditions of Use.
 
Status
Not open for further replies.

AFF on Air Podcast

  • The Qantas Oneworld Award – AIR015
    Sat, 13 Jul 2019 02:07:50 AEST
      Learn how to fly around the world using your Qantas Frequent Flyer points as Matt chats to James Green, an award travel consultant at Frequent Flyer Solutions. This episode ...
  • Qantas Frequent Flyer Changes – AIR014
    Sat, 29 Jun 2019 00:40:35 AEST
      Last week, Qantas announced a major shake-up to its Qantas Frequent Flyer program. In this episode, former Head of Loyalty at Malaysia Airlines, Mark Ross-Smith, joins Matt ...
  • jb747’s Stellar Career with Qantas – AIR013
    Sat, 15 Jun 2019 03:00:41 AEST
      In this special edition of the podcast, Matt chats to John Bartels (a.k.a. jb747) about his flying career with Qantas, the A380, the QF30 incident, flight training, retirem ...
  • Cheap Virgin Australia Business Class – AIR012
    Sat, 01 Jun 2019 03:05:28 AEST
      Find out how to get cut-price Virgin Australia Business Class tickets by buying and redeeming Etihad Guest miles! This episode also includes some listener Q&A and an interv ...
  • Star Alliance Status – AIR011
    Sat, 18 May 2019 09:39:41 AEST
      Find out how to easily earn Star Alliance Gold status with several different frequent flyer programs! This episode also includes an interview with John Blom, Australia’s ...

Community Statistics

Threads
81,976
Messages
1,895,665
Members
49,819
Latest member
MasonRuzgas
Top