How Can I Get my [Qantas] Points Reinstated

[CMB]

Recently I discovered that Qantas had revoked almost 400,000 FF points and my account balance is now 0. Yes, they apparently sent 2 emails warning that it was about to happen. Emails were sent to my daughter's address and were never read by her because she doesn't have a Qantas FF account. I called Qantas to get an explanation and was told they obtained her email address when she took an international flight using some of my points 2 years ago. Since then, her email address has been the only
address linked to the account, a fact that I the account holder was unaware.
It seems Qantas is totally unreasonable, and will not restore the points. I feel they had no right to and certainly did NOT make it clear that my daughter's email address would be permanently attached to my account. It is disgusting and deceitful that Qantas can steal back so much money. Comments will be appreciated.

 

[docjames]

Whom from QF have you spoken to?

Have you communicated in writing?

 

[CMB]

All done by phone so far - spoke to Judy at Qantas FF last week, said she would take it further. Judy called yesterday and said they will not reinstate the points.

 

[docjames]

So I'd be asking whom has dis-approved reinstatement, and I'd start proceeding in writing.

Ill pause replying to let others reply with ideas.

At face value, if they have evidence that you changed the email, I think you're unlikely to see the points.

I suspect they may not, but proving they changed it could be difficult.

Best of luck.

 

[CMB]

Many thanks Doc. Pen is hot in my hand or may be I'm just still steaming mad at Qantas and the company's greed! So far I haven't got a lot of good things to say about them, your suggestion is appreciated.

 

[JohnK]

Please dont take this the wrong way but you had no Qantas activity for ~18 months and you were not aware the points would expire after 18 months of inactivity? I know it is not right for Qantas to change email addresses without consent but surely you must have been monitoring the account?

 

[CMB]

I was not monitoring the account, I certainly should have been in hindsight. I had no need to use any any points and had ceased my main source of accumulating the points due to business changes. I feel the change with email addresses probably was associated with ticketing when my daughter took her trip. In no way did I indicate that her email be linked permanently to my account.

 

[JohnPhelan]

There are two issues here:
a) the expiry of your points for more than 18 months of inactivity
b) the email address on file.

Now, the terms and conditions say clearly that, if there is no activity for 18 months, the points expire. Full stop. So on that basis, QF has acted entirely in accordance with the published terms and conditions.

We know that it is QF's practice to send reminder emails. In this case, they sent it to an address that you did not provide. Clearly your daughter did provide the address. Whether she should have done so without your permission or knowledge is another matter. But the bottom line is that the practice of sending the reminders is a courtesy on the part of QF - it is not a requirement.

Legally then, it would seem you have no basis on which to take action against QF. You can certainly try to put a bit of moral pressure on them (on the basis that their reminders were sent to an address that you did not authorise) - I wish you luck. But the bottom line is that you - not QF - are responsible for the management of your FF account. You let it lapse.

Your are choosing to focus on the email advice issue, but that's not the core issue - it's the 18 months of inactivity on your part that's the main problem.

 

[mannej]

This subject is popping up more and more it would seem.

Although it may not be in QF's best interest, but perhaps a letter in writing as the final warning could be a compromise. This would stop those stating that they never got any notification.

As for 18 months with no activity, there are so many avenues to accrue points easily, there really isn't an excuse for most that live within Australia.

 

[Aussie_flyer]

From a few examples ive seen recently you're points are gone and you will never see them again. Unfortunately you have only yourself to blame.

 

[Sojourner]

Generally agree with others in here where they say that you basically only have yourself to blame.

The terms and conditions basically says that your points will get wiped after a certain period of inactivity... no where in it does it refer to compulsory warnings. Indeed, one could actually say that Qantas' attempts to email you and others with warnings is going above and beyond the terms and conditions.

Recently I forgot that I hadn't claimed my free flight on my Amex card and the period expired - no reminders were sent, but I only blame myself. If Amex had started the practice of sending reminder emails and then somehow fudged it and sent it to an erroneous email should I have recourse? My view is NO, absolutely not - because where companies do something extra and then people whinge about it because they didn't read the email, got filtered to spam, there was an error in the address on record etc... it opens up a can of worms and would probably act as a disincentive for them to do more than the terms and conditions and remind people.

If Qantas decides to stop sending reminder emails, I am sure it will be cases such as these that add to that kind of decision.

As much as I feel for you having lost 400k worth of points, it is your own fault. By all means contact the company and ask for some kind of consideration but at the end of the day, people should not try hold others accountable for their own responsibilities.

 

[puppysparkes]

I know of a case where someone managed to have the points re-instated so it is possible, however it was due to a death and inactive email account, but purely based on the goodwill of qantas. The kicker, the person again failed to earn points within the 18 month period (points transfer) and had the audacity to make a second request and threatened legal action. But tbh I think John has nailed it and good luck.

 

[Sojourner]

This subject is popping up more and more it would seem.

Although it may not be in QF's best interest, but perhaps a letter in writing as the final warning could be a compromise. This would stop those stating that they never got any notification.

As for 18 months with no activity, there are so many avenues to accrue points easily, there really isn't an excuse for most that live within Australia.

I disagree with sending a letter. This is a very expensive exercise. Think about how many hundreds of thousands (millions?) of accounts with piddly amounts of points that expire. Should Qantas send multiple emails and then a final paper letter to someone who might only have a grand total of 20 QFF through an everyday rewards card? The postage would be worth more than the points, let alone taking into account the handling and printing costs. If you were going to apply a threshold, where do you draw the line?

The fact is that QFF is a money maker for Qantas, and one way it improves its return is through leakage, where customers allow points to expire because they are insignificant, or because they just forget to take responsibility for their accounts. It's the same deal with gift cards.

 

[mannej]

I disagree with sending a letter. This is a very expensive exercise. Think about how many hundreds of thousands (millions?) of accounts with piddly amounts of points that expire. Should Qantas send multiple emails and then a final paper letter to someone who might only have a grand total of 20 QFF through an everyday rewards card? The postage would be worth more than the points, let alone taking into account the handling and printing costs. If you were going to apply a threshold, where do you draw the line?

The fact is that QFF is a money maker for Qantas, and one way it improves its return is through leakage, where customers allow points to expire because they are insignificant, or because they just forget to take responsibility for their accounts. It's the same deal with gift cards.

How would the postage be worth more than 20k worth of points (seeing that is the number you have chosen, or 400k in the case of the OP).

I understand their may be a cost associated, but its a simple exercise (it's a mostly automated process). Yes it's a good will compromise, an it'll well and truly bury those people who complain that they never received the email.

Yes I agree it may not be warranted but it can be done. What I disagree with your logic is the cost being worth more than the points.

 

[Sojourner]

mannej, If you read my original post, you'll see I said 20 points, not 20,000 points. e.g. Someone signs up for an EDR card and it is the ONLY way they earn QFF. They lose the card, or just don't end up earning a meaningful amount.

 

[mannej]

mannej, If you read my original post, you'll see I said 20 points, not 20,000 points. e.g. Someone signs up for an EDR card and it is the ONLY way they earn QFF. They lose the card, or just don't end up earning a meaningful amount.

Ill apologise, I thought I saw 20k [oops].

I do agree with the sentiment, and you would need to write it into the T&C's as to where the line is drawn.

 

[nlagalle]

I do believe the way they inform you of expirying points through the newsletter is underhanded. However on the same token, monitoring your accounts is something the owner of the accounts should do. Personally i use Award wallet http://AwardWallet.com/?refCode=ktvotbcouz to aggregate my accounts together - it reminded me last month my SPG points woulf expire so i dropped some points there from Amex.

Very handy tool.

 

[CMB]

Many thanks to all who have responded to my post. There is a general consensus of hopelessness. If QF continue to remind people of impending expiry although it appears they have no compulsion to do so and if they have their patrons interests truly at heart then perhaps 1 warning email followed by a written letter would be a much more positive method.
This has been a very costly experience for me and my telephone experience with QF has left me feeling Qantas has no heart and rubs its hands together when cases like mine come. In the majority of western countries FF points can not be taken back by the company, perhaps just another example of government protection for an Australian company. For me, Virgin could be a better option.
Thank you.

 

[nlagalle]

Many thanks to all who have responded to my post. There is a general consensus of hopelessness. If QF continue to remind people of impending expiry although it appears they have no compulsion to do so and if they have their patrons interests truly at heart then perhaps 1 warning email followed by a written letter would be a much more positive method.
This has been a very costly experience for me and my telephone experience with QF has left me feeling Qantas has no heart and rubs its hands together when cases like mine come. In the majority of western countries FF points can not be taken back by the company, perhaps just another example of government protection for an Australian company. For me, Virgin could be a better option.
Thank you.

CMD you are incorrect. many airlines expire points, including Virgin (3 year expiry). In fact airlines want points to expire as it is a liability gone from the balance sheet.

 

[eric2011]

Why is it that we now live in a world where it is always somebody elses fault for what ever happens. Think about it, we blame somebody or something for whenever something goes wrong, ie,
1. you swipe the wrong exit card at the remote controlled gate, and when it doesnt open then its the gates fault,
2. you are running late to get to the airport, the traffic controller stops you for 1 minute and you miss your flight by 10 minutes, it was the controllers fault for holding you up.
3. you overdraw your bank account but its the bank tellers fault for cashing a cheque 2 weeks ago.

Face it, you should have checked and updated your details on the QF website a little bit more often, I do and i'm sure the majority of QFF's do. Dont blame QF. If anyone is at fault it is your Daughter...shes the one who changed your email address be it accidentally or deliberatley. I know I cant access my wifes QFF account or make changes to it without her pin number and I doubt strongly that Qantas would make changes to your account without your pin number.