100,000 points taken in 11 weeks QFF

[cove]

Gabanzo that is a very sad story that I read out to my partner seeing she doesn't read AFF. We just don't know anyone in QFF who could fix this for you. If there is someone out there who is capable of fixing it then now would be a good time to help.

 

[Gabanzo]

Thank you cove......yes now would be a great time to help or suggest a positive outcome.

 

[Gabanzo]

Apologies to Red Roo.......I assumed you were male!

 

[MEL_Traveller]

Apologies to Red Roo.......I assumed you were male!

I think there is more than one under the same title. I haven't seen them identify themselves anywhere though.

 

[drewbles]

Apologies to Red Roo.......I assumed you were male!

Red Roo is multiple people, both male and female

 

[straitman]

Oh and Red Roo is a lady.

Sometimes a lady.

 

[Red Roo]

Firstly, when Red Roo is female, she’s always a lady.

In the spirit of sharing, and considering the OP has previously chosen to air private message conversations about this, I’m happy to advise that our Frequent Flyer team is having (what I hope is a happy) conversation with him as I post this update.

As an organisation, we have nothing to gain by operating in an “opportunistic manner” when genuine cases present. We do our best to draft terms and conditions to cover all scenarios, however there’s always a “one in a million” situation that is brought to our attention.

We feel that it’s a reasonable assumption that most recipients of Family Points transfers are engaged with our program, are active members with points of their own, and are earning with either us or our ever increasing number of program partners.

That said, on this occasion we’ve reviewed the facts and taken on board the sentiments shared on AFF. Given the various interpretations that seem to be possible against this particular condition of the program, we’ve decided to do two things:

- provide the OP with a 7 day reinstatement, and thus offering an opportunity to reactivate the account

- review and update the terms and conditions specific to Family Transfers with the intention of clarifying this type of situation (may take some time)

Perhaps this example can be used as a timely reminder that our guidelines do ask member’s to take responsibility for their own accounts and memberships, including keeping in touch with their points balances and communications from us.

 

[amaroo]

Where is that multi like button!

What a wonderful post. Kudos to QFF and Red Roo !!!!

 

[SeatBackForward]

Well done Red Roo

 

[JessicaTam]

Where is that multi like button!

What a wonderful post. Kudos to QFF and Red Roo !!!!

+1. A good result for the OP and his mum. I can see a "how to spent 100,000 points in 7 days" thread coming up!

To be honest I did not believe they had a case, so it is great to see some discretion come into play.

Now, how do I volunteer to help with the redraft of the Family Transfer rules?

 

[bismarck]

Well done Red Roo. Good to see Qantas being flexible and responsive in this instance.

 

[MEL_Traveller]

Well done Red Roo. Good to see Qantas being flexible and responsive in this instance.

not to forget, as well, those AFFers who analysed the terms and conditions and put forward the arguments, later adopted by Qantas, for the basis of the decision announced today.

 

[Hvr]

Would part of the review include showing the expiry date of points on the summary page and possibly having a warning in the email subject line of their imminent expiry?

Well done to Red Roo and Qantas for looking at the whole picture and coming to a sensible solution that takes into account all parties involved.

I have posted here that I didn't believe that the OP had justification for reversal and have read with interest the response from Red Roo and Qantas.

Also, it was correct of Red Roo to publish the outcome noting that this was a very public discussion.

 

[kevrosmith]

+1. A good result for the OP and his mum. I can see a "how to spent 100,000 points in 7 days" thread coming up!

Luckily there's plenty of options for making an inactive account active: Everyday rewards and search engine toolbar, for example. Also, I guess the OP could always just transfer the points back into an active count from all the inactive accounts until they are ready to re-activate or use the points. Or even, isn't it an option of just using your own points for redemptions for Family members... no need to transfer the points at all really.

Fantastic outcome for the OP and good to see Qantas playing nice corporate citizen in this instance. Great result Red Roo.

 

[cove]

Yes there are one offs and it is fair to review this one. Thank you Red Roo for fixing this one in a million.
On the other hand two of my friends lost their points through inactivity. Eighteen months is a long time to ignore your loyalty program so I see that as being the way a loyalty program should work.
Gabanzo I hope the family enjoy their travel present you gave them.

 

[JohnK]

+1. A good result for the OP and his mum. I can see a "how to spent 100,000 points in 7 days" thread coming up!

The way I understood the post from Red Roo was they have been given 7 days to register some activity on the account and prolong the life of the points for another 18 months.

I guess at the same time they could also use their points in that account for awards or family transfer?

Good result and in a way the AFF community has also had a part to play in the reinstatement of the points.

 

[drewbles]

Would part of the review include showing the expiry date of points on the summary page and possibly having a warning in the email subject line of their imminent expiry?

Well done to Red Roo and Qantas for looking at the whole picture and coming to a sensible solution that takes into account all parties involved.

I have posted here that I didn't believe that the OP had justification for reversal and have read with interest the response from Red Roo and Qantas.

Also, it was correct of Red Roo to publish the outcome noting that this was a very public discussion.

How about an SMS as well? Minimal cost, maximum notification. Happy customers keep businesses running remember!

 

[serfty]

Luckily there's plenty of options for making an inactive account active: Everyday rewards and search engine toolbar, for example... .

Just be aware the search toolbar point only post once per month and may not be useful for a seven day account activation - nor would I rely on EDR to post activity within 7 days.

Unless an award is to be booked immediately, I would suggest transfereing back to mom's A/C ASAP and then 'reactivate' the account with EDR/Toobar or similar over the next 30 days. They then could be transferred back to the now active account if desired.

 

[Gabanzo]

Well........what can I say? A big THANK YOU to the QFF team for reviewing this unfortunate situation.......I am relieved & very, very happy that my hard earned points are now re-instated & my son can apply for a Woolworths Everyday Reward Card and keep points activated & eventually organise a holiday in the near future.

Red Roo (whatever your gender) & team I am glad that you realise that this is a "one in a million" situation & you will review & update the Family Transfer section of your Terms & Conditions before you have an innocent member repeating the same scenario. As has been mentioned in this thread regarding emails to members......In the subject line a very big "DANGER.....URGENT.......EXPIRY OF POINTS.......PLEASE READ THIS IS NOT MARKETING DRIBBLE"....Perhaps this would help people to read their emails. I for one delete the many QFF emails I receive unless I am planning a journey & need flights, hotels etc.

I have read with interest on this AFF forum the many posts on this subject thread & would like to thank you all for your suggestions, ideas, arguments.....some empathic & some quite callous. A very happy ending!

Qantas I will celebrate with a drink or two tonight & "salute" the flying kangaroo & wish you all the luck in the world for success in your future.
I may even reconsider flying Qantas on my next OS trip.........

Big Hugs from OP's Mum xx

 

[Red Roo]

Well........what can I say? A big THANK YOU to the QFF team for reviewing this unfortunate situation.......I am relieved & very, very happy that my hard earned points are now re-instated & my son can apply for a Woolworths Everyday Reward Card and keep points activated & eventually organise a holiday in the near future.

Red Roo (whatever your gender) & team I am glad that you realise that this is a "one in a million" situation & you will review & update the Family Transfer section of your Terms & Conditions before you have an innocent member repeating the same scenario. As has been mentioned in this thread regarding emails to members......In the subject line a very big "DANGER.....URGENT.......EXPIRY OF POINTS.......PLEASE READ THIS IS NOT MARKETING DRIBBLE"....Perhaps this would help people to read their emails. I for one delete the many QFF emails I receive unless I am planning a journey & need flights, hotels etc.

I have read with interest on this AFF forum the many posts on this subject thread & would like to thank you all for your suggestions, ideas, arguments.....some empathic & some quite callous. A very happy ending!

Qantas I will celebrate with a drink or two tonight & "salute" the flying kangaroo & wish you all the luck in the world for success in your future.
I may even reconsider flying Qantas on my next OS trip.........

Big Hugs from OP's Mum xx

Just be aware the search toolbar point only post once per month and may not be useful for a seven day account activation - nor would I rely on EDR to post activity within 7 days.

Unless an award is to be booked immediately, I would suggest transfereing back to mom's A/C ASAP and then 'reactivate' the account with EDR/Toobar or similar over the next 30 days. They then could be transferred back to the now active account if desired.

Thanks for getting in touch, and I'm glad you're happy with the outcome.

Our Frequent Flyer team advised me earlier that they had trouble in getting in touch with your son. I hope they've since been successful.

To serfty's point, should your son choose to activate his account by earning more points (such as using the toolbar or making a purchase at Woolies), it must be done within the next 7 days.

As per the program terms and conditions, points are logged according to the time of activity. Therefore it wouldn't matter if the new points haven't credited within the specified 7 days as the transaction date will be clear.

Hope this helps, however should he have any further questions or concerns, our Frequent Flyer team on 131131 will be able to assist.