100,000 points taken in 11 weeks QFF

[mannej]

This difference between the 2 of us is you're an active member where as I am not.

Even if all 14 emails that I received all noted the expiry date on the email I would have had a better chance of noticing this crucial piece of information.

Note: all 14 emails had my membership number & points balance yet only 2 note the expiry date

And even with this information, do you believe QF are 100% solely responsible for the loss of the points?

 

[Princess Fiona]

This difference between the 2 of us is you're an active member where as I am not.

Even if all 14 emails that I received all noted the expiry date on the email I would have had a better chance of noticing this crucial piece of information.

Note: all 14 emails had my membership number & points balance yet only 2 note the expiry date

Yes but twelve of them had "Great Fares Going Fast" or similar on them and two were titled "November/ December Points Balance".
I think you became an "Active" member (in the sense that you had a large points balance with an expiry date) the minute those points landed in your account.

 

[medhead]

I suggest that QF reword clause 11.1 (f) of the T&Cs to avoid further confusion, as it is obviously not clear to everyone.

"(f) family transfers do not count as activity on your membership or the membership that you transfer the Points to, for the purpose of preventing Points from expiring."

They would also need to change the clause stating when points expire to make it open ended.

 

[hcsneb111]

You are lucky to have received two emails noting the expiry date. I received nil. Resulting in losing 160,000 points.

TDU

Was it the same scenario?

 

[JessicaTam]

They would also need to change the clause stating when points expire to make it open ended.

Agreed. Lets remove the confusion that this situation has generated.

 

[Mrmaxwell]

Points should not expire just as gift vouchers should not expire. Money does not expire but converting money into points/gift vouchers and then attaching T&C's to them is just a benefit to the companies who can then write them off.

 

[robd]

Points should not expire just as gift vouchers should not expire. Money does not expire but converting money into points/gift vouchers and then attaching T&C's to them is just a benefit to the companies who can then write them off.

The knock on effect for non expiring points would be huge. Imagine what the redemption rates would be....

Gift cards on the other hand, should not expire IMO.

 

[hcsneb111]

I reckon this is a point you should pick up further. If a rep told you something, then I'd be referring back to that. As you say, it put your mind in a particular viewpoint/stance about the points. Qantas will be able to refer back to the phone call.

Not when they tell you the incorrect information. Everyone makes mistakes. Rep told my mum wrong info/Qantas failed in their T&C, I didn't read 2 emails.

Tit for tat give the points back

 

[hcsneb111]

This is really sad news and would appear to be the wrong decision by Qantas.



Qantas applies ~0.7c/point value on points. I think they are worth at least 1c/point if not more.

I would continue to pursue the matter. I may have missed this somewhere in this thread. Were your mothers' QFF points expiring or was it simply a matter of hard earned QFF points deemed to expire in an inactive account? If the latter then it is an extremely poor decision by Qantas. I can understand that family transfers should not be counted as account activity otherwise people would just transfer QFF points back and forth to extend validity but this is not the case here.

And a warning about points expiry in a general email is not good enough.

Yes the latter. The fact is if the incorrect information wasn't given by Qantas to mum and it was in the T&C when transferring the points she would never had transferred them.

They could have remained in her account until I was ready to spend them. My mum did 4 transfers of 100,000 points so we all had the freedom to spend when we wanted to. That was the idea anyway......

 

[medhead]

Not when they tell you the incorrect information. Everyone makes mistakes. Rep told my mum wrong info/Qantas failed in their T&C, I didn't read 2 emails.

Tit for tat give the points back

They record the phone calls and if they gave the wrong information it'll be on the recording. That automatically gives you the upper hand regardless of reading emails.

 

[hcsneb111]

That's a good point. If the Qantas rep has already told you they'll be valid for 18 months, they'll be valid for 18 months. If they're not, the error was made by Qantas so it's on them to rectify it.

What she should have said is it is based on the expiry date of the receiving account, expiry date is 18 months after last activity.

 

[hcsneb111]

Agreed. Lets remove the confusion that this situation has generated.

Ask Red Roo. He couldn't help me but might be able to save others from losing points

 

[medhead]

What she should have said is it is based on the expiry date of the receiving account, expiry date is 18 months after last activity.

But she didn't say that..... (Accepting your word at face value here)

 

[hcsneb111]

They record the phone calls and if they gave the wrong information it'll be on the recording. That automatically gives you the upper hand regardless of reading emails.

QFF recording every call. I highly doubt that. This is also 6 months ago now. That's allot of data. They would only produce the recording if it was in their favour anyway.

 

[medhead]

I don't agree. But your choice. I'll say no more.

 

[hcsneb111]

I don't agree. But your choice. I'll say no more.

I assumed they would have reviewed all the calls anyway (if they still have them) made no difference either way

 

[medhead]

Never assume. Why would they review all calls if you did not mention the wrong information as an issue?

You're dealing with a massive bureaucracy you need to spoon feed them.

 

[ermen]

Would start off using the $/point that QFF charge for purchasing them...

 

[ermen]

Points should not expire just as gift vouchers should not expire. Money does not expire but converting money into points/gift vouchers and then attaching T&C's to them is just a benefit to the companies who can then write them off.

Actually QFF is pretty generous in that regard - points don't expire if you have some form of activity...
Other programs like CX and SQ have much harder points expiry date

 

[cove]

If I had this issue I would negotiate behind the scenes and be prepared to sign a non disclosure clause if there is an opportunity to get some activity onto the inactive account. A hotel stay at a partner hotel could get you over the line or something like that.
If there is such an opportunity you need to work through this quietly and carefully and always nicely.
There is a set of rules and the Woolies Everyday Rewards cards is the easiest way to keep anyone's account active by spending $31 and blipping that card to score one point.