100,000 points taken in 11 weeks QFF

[BensAdventures]

Any given point should have 18 months life MINIMUM

Completely agree!

 

[albatross710]

Interestingly I looked up an account I created for my FIL (with his permission) to collect QFF points for a trip he did to South America. Last year I looked it had 60 pts and sure enough now it is zero.

The account is still 'active', QF still email him offers and it's ready to use for flight activity and now I know it's family transfer poison. No great risk - he's had heart problems so no travel or travel insurance is possible.

This thread has highlighted the points issue.

Alby

 

[MEL_Traveller]

any update on this issue?

 

[hcsneb111]

Waiting on Red Roo and his gang to get back to me

 

[Grandma's Wings "]

I am most grateful for the suggestion for the website AwardWallet.com.... I would not have discovered that my Qantas F/F points would expire next year....It is hard for a pensioner to sav up F/F points for a holiday O'seas....so Just want to say a big " Thank You" for bringing this to my attention.... Just love the Australian Frequent Flyer members you are so helpful and bring insight to those of us not able to Fly as much as we would like....

 

[GladstoneTim]

Waiting on Red Roo and his gang to get back to me

Thanks hcsneb111 for the update. Really interested in the outcome!

 

[medhead]

I am guessing that December was the expiry of the points in the original account, which carrys through to the new account until real activity occurs.

That's clearly ludicrous. The points expire according to the members account not the account they transfer from.

This situation highlights a massive hole in the points expiry rules. All points transferred into an account that has had no activity for greater than 18months must automatically be forfeited due to inactivity in the new account according to the published rules. Major, major problem with the QFF rules. Been waiting for someone to report this type of situation.

 

[medhead]

yes - Qantas did A and C.

however the argument is that 9.2.2 is not applicable in the case of an already non-active account. 9.2.2 cannot apply because their is no 18 month period at the time the points are transferred. That period has already expired.

As there can't be an 18th consecutive month (it was into month 60 or whatever it was), then the rest of 9.2.2 which says 'for this purpose' we will do A/B/C is not really applicable.

But then if the points can only be expired at that time of the 18th month then it is against the T&Cs to expire points after the nominated date and time.

 

[MEL_Traveller]

But then if the points can only be expired at that time of the 18th month then it is against the T&Cs to expire points after the nominated date and time.

the point of my post was only to say that the notification period people were quoting is not relevant to a non-active account because there is no 18 month period.

if QF wants to expire points transferred to a non-active account they need to have other processes in place, or prevent such a transfer occurring at all.

(and ouch - just noticed spelling error (their/there) in my post you quoted :shock

 

[medhead]

the point of my post was only to say that the notification period people were quoting is not relevant to a non-active account because there is no 18 month period.

if QF wants to expire points transferred to a non-active account they need to have other processes in place, or prevent such a transfer occurring at all.

(and ouch - just noticed spelling error (their/there) in my post you quoted :shock

My point is that in addition to the non requirement for notice. That particular clause does not allow the points to be expired beyond 18 months.

 

[froggerADL]

Interestingly I looked up an account I created for my FIL (with his permission) to collect QFF points for a trip he did to South America. Last year I looked it had 60 pts and sure enough now it is zero.

The account is still 'active', QF still email him offers and it's ready to use for flight activity and now I know it's family transfer poison. No great risk - he's had heart problems so no travel or travel insurance is possible.

This thread has highlighted the points issue.

Alby

Are you saying that he lost 60 QFF points?

 

[MEL_Traveller]

My point is that in addition to the non requirement for notice. That particular clause does not allow the points to be expired beyond 18 months.

yes. there is no provision to expire points in an already non-active account.

 

[Hvr]

yes. there is no provision to expire points in an already non-active account.

Conversely, is there a provision for points to retain currency in an account where there has not been any activity for 18+ months?

Family transfers are specifically excluded from changing the expiry date of themselves and other points in any account. Therefore, why should this change when they are transferred to an account where there has not been any activity for the previous 18 months?

To their credit Qantas sent emails advising of their pending expiry which the OP has since admitted were not read until after the points were removed/deleted from the account. What more could they do?

Qantas actually gave the OP an extra 11 weeks to respond to their emails and either use the points or have some other activity which would have extended their expiry date by 18 months.

 

[MEL_Traveller]

Conversely, is there a provision for points to retain currency in an account where there has not been any activity for 18+ months?

Family transfers are specifically excluded from changing the expiry date of themselves and other points in any account. Therefore, why should this change when they are transferred to an account where there has not been any activity for the previous 18 months?

To their credit Qantas sent emails advising of their pending expiry which the OP has since admitted were not read until after the points were removed/deleted from the account. What more could they do?

Qantas actually gave the OP an extra 11 weeks to respond to their emails and either use the points or have some other activity which would have extended their expiry date by 18 months.

no. you cannot simply make up terms and conditions if they don't exist. we're not talking about an implied condition or something else which would be deemed to be part of a contract even though it is not written.

the terms and conditions just don't cover a situation such as this. do they cover the situation where you might transfer points on the eve of becoming a non-active account? yes. (is that fair for an IT system to allow that? probably not unless there is a warning of what you are about to do). do they cover transfers after an account is no longer active? no.

 

[SeatBackForward]

I think a far more sensible approach for QF to take, is like a bank account, if there is no activity, to start charging a monthly "fee" in points. until such points that there are insufficient points to then close the account outright.

To me, the real issue here is that QF don't actually close accounts, they just let them sit idle with no activity and no points forever. You should not be able to transfer points into an account that is in effect "closed".

 

[medhead]

Conversely, is there a provision for points to retain currency in an account where there has not been any activity for 18+ months?

If they can't be expired at 18 months, what else are the points going to do?

 

[hcsneb111]

Qantas has made their decision NOT to re-instate the points. I am very upset and feel extremely sorry for my mum. I can't believe they have no compassion.

To date i have received no response to the questions i sent in my message to Red Roo/Qantas. I will post my letter to Red Roo/Qantas and the reply's i received

 

[amaroo]

That is terrible news. I had high hopes however, QFF response is very disappointing.

Don't back off. Maybe, try other social media avenues.....companies seem to respond differently when exposed to a large vocal audience. Good luck!

 

[medhead]

Terrible.

I think the points were expired contrary to the terms and conditions. If you have already perhaps try that tack. Can the fair trading department in your state help?

 

[atreides]

That doesn't seem right or fair at all.