How Can I Get my [Qantas] Points Reinstated

[Hvr]

400,000 points is a significant amount and for the account to be left dormant for >18 months suggests your circumstances have changed and that flying has decreased in importance. Hey life happens and things change but given the points have the potential to be worth a reasonable sum if redeemed then you have a responsibility to maintain their currency.

I'd be interested to know how long between the points expiring and you checking the account. And why you checked it after all this time.

 

[amaroo]

What a bummer Best of luck getting them back.

Remember there is always someone worse off Banks warn Government set to take inactive accounts - ABC News (Australian Broadcasting Corporation)

http://www.businessday.com.au/business/unclaimed-accounts-windfall-20131006-2v29o.html

 

[Aussie_flyer]

Most programs around the world have expiring miles. Not sure where the notion of it being an Australian peculiarity came from

 

[Foreigner]

Do activities other than flying keep points secure? Maybe transferring points from/to account?

 

[wombatpatties]

Could it be the pm needing extra cash to help his money-borrowing activity?

 

[markis10]

Do activities other than flying keep points secure? Maybe transferring points from/to account?

Family transfers dont count as activity, but Woolies points do, not hard to keep an account active.

 

[nlagalle]

use the Qantas search toolbar once a month.. there is a point of activity

 

[MEL_Traveller]

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.

there is a requirement for qantas to notify an impending points expiration. so it is not going 'above and beyond' to send an email.

the relevant terms and conditions are outlined below.

however... people can forget things. we didn't forget to fly qantas in the first place to earn to 400,000 points, but if we forget to spend $1 in 18 months we lose a notional value of $16000 (first class return to London). if we build up loyalty earning the points, why not return it?

doesn't seem very fair?

some airlines will allow you to reactive expired miles on payment of a fee.

my bolding for emphasis. now... if the email address was changed without the account holder's permission then 9.2.2(c) has not been complied with.

9.2 Qantas points validity
9.2.1 Except as otherwise provided in these Terms and Conditions, Points will not expire as long as the Member remains an Active Member.
9.2.2 All Points held in a Qantas Frequent Flyer account of a non-Active Member will expire at midnight Sydney, Australia time at the end of the 18th consecutive month for which the Member has not earned Points or Status Credits or redeemed Points (excluding any transfer of Points to or from an Eligible Family Member). For this purpose, Points earned in relation to Eligible Flights are deemed to be earned on the date the Eligible Flight was taken. Within 60 days of the Points expiration date, Qantas will notify Members of the number of Points that are about to expire and the expiration date as follows:
(a) A warning is displayed to Members within the Points Balance section of Your Summary on qantas.com;
(b) Members who continue to receive paper activity statements, will receive an activity statement which includes a notification that Points are about to expire; and
(c) Members who have opted to receive communications online and via email, will receive a notification within their monthly electronic newsletter.

 

[Rallo]

there is a requirement for qantas to notify an impending points expiration. so it is not going 'above and beyond' to send an email.

the relevant terms and conditions are outlined below.

however... people can forget things. we didn't forget to fly qantas in the first place to earn to 400,000 points, but if we forget to spend $1 in 18 months we lose a notional value of $16000 (first class return to London). if we build up loyalty earning the points, why not return it?

doesn't seem very fair?

some airlines will allow you to reactive expired miles on payment of a fee.

my bolding for emphasis. now... if the email address was changed without the account holder's permission then 9.2.2(c) has not been complied with.

9.2 Qantas points validity
9.2.1 Except as otherwise provided in these Terms and Conditions, Points will not expire as long as the Member remains an Active Member.
9.2.2 All Points held in a Qantas Frequent Flyer account of a non-Active Member will expire at midnight Sydney, Australia time at the end of the 18th consecutive month for which the Member has not earned Points or Status Credits or redeemed Points (excluding any transfer of Points to or from an Eligible Family Member). For this purpose, Points earned in relation to Eligible Flights are deemed to be earned on the date the Eligible Flight was taken. Within 60 days of the Points expiration date, Qantas will notify Members of the number of Points that are about to expire and the expiration date as follows:
(a) A warning is displayed to Members within the Points Balance section of Your Summary on qantas.com;
(b) Members who continue to receive paper activity statements, will receive an activity statement which includes a notification that Points are about to expire; and
(c) Members who have opted to receive communications online and via email, will receive a notification within their monthly electronic newsletter.

I feel sorry for the OP to lose that amount of points but haven't Qantas complied with 9.2.2(c) by sending the email, how are they in a position to ascertain whether the email is correct or not?

 

[serfty]

Saw on ft this week that one can have a replacement card sent out at a cost of 1000 points.

Posting of the points debit is immediate, counts as activity, and so keeps the remaining points valid for another 18 months.

None of that helps the OP.

I do feel for CMB as that's a considerable loss, but to not access an account having that many points and not generate activity for what looks like nearly two years is something I simply find hard to comprehend.:-|

 

[Mwenenzi]

..... but to not access an account having that many points and not generate activity for what looks like nearly two years is something I simply cannot comprehend.:-|

Yes. Some folk seem to miss the point of frequent flying programmes. Even then 1 activity in 18 months is hardly frequent.

 

[MEL_Traveller]

I feel sorry for the OP to lose that amount of points but haven't Qantas complied with 9.2.2(c) by sending the email, how are they in a position to ascertain whether the email is correct or not?

well.. that's the interesting issue. the OP seems to be saying the email address was changed on his account after redeeming a ticket for his daughter. on one hand I can see how that was done (so the daughter would receive the tickets and any updates) but I would be surprised if QF internal processes allowed that.

if QF proactively suggested changing the email, and it was not clear that it was a permanent change, then 9.2.2(c) may not have been complied with. just a case of a genuine error.

 

[ashleyn]

I feel sorry for the OP to lose that amount of points but haven't Qantas complied with 9.2.2(c) by sending the email, how are they in a position to ascertain whether the email is correct or not?

To be perfectly honest, I have no sympathy for the OP. 18 months with no activity and not even check your account ? I can't comprehend that.

 

[MEL_Traveller]

To be perfectly honest, I have no sympathy for the OP. 18 months with no activity and not even check your account ? I can't comprehend that.

i have sympathy for the OP. 400k points is a lot. expiry used to be three years. and besides... it's a windfall for any airline to just be able to take them back.

yes I know it's in the terms and conditions.. but why? why 18 months and not five years? while I agree the OP is partly responsible, I just cannot agree it is fair to simply forfeit all your points. what difference does it make to qantas whether you have no activity, or use their toolbar for a single search to earn one point?

and if the OP is anything like my sister... it can be extremely hard to redeem points for awards. she runs a business meaning that she often only has the opportunity to fly at short notice, and has only been able to do that once in the last five years. when she retires sure... more flexibility to plan and book far in advance. but at the moment, she doesn't go into her QF account regularly because she just doesn't see the points as being easily useable (for the time being at least).

 

[nlagalle]

if you can't or forget to access your account.. use Award wallet and let it warn you with enough notice: http://AwardWallet.com/?refCode=ktvotbcouz

 

[ozbeachbabe]

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.

well.. that's the interesting issue. the OP seems to be saying the email address was changed on his account after redeeming a ticket for his daughter. on one hand I can see how that was done (so the daughter would receive the tickets and any updates) but I would be surprised if QF internal processes allowed that.

if QF proactively suggested changing the email, and it was not clear that it was a permanent change, then 9.2.2(c) may not have been complied with. just a case of a genuine error.

How was the award booking done for the OP's daughter? By the frequent flyer member himself or did he perhaps give the daughter his pin so she could do the booking herself which would of course give her free reign to change any personal details in his profile including the all important email address.

If it was the above scenario it would be no different to telling a family member the pin to a bank account then complaining to the bank if money with withdrawn without the account holder's consent.

 

[wmetz]

Isnt this a perfect example why should have a QantasCash card. I use my once in a while, then no problem earning points to keep account active. Or shouldnt your woolies card be linked to the account as well.

 

[Aussie_flyer]

if you can't or forget to access your account.. use Award wallet and let it warn you with enough notice: http://AwardWallet.com/?refCode=ktvotbcouz

tripit keeps up to date with expiring points too. I am a tripit pro subscriber for the last 3 or 4 years now and think it's a great tool

 

[Gredgy69]

Whilst I feel for the OP in losing that many points, if he gets his monthly statement by paper, he obviously doesn't read it well enough to notice the warning about the imminent loss of points, and if he received it via email (which would end up going to daughter) why wouldn't he either ring Qantas or log into his account to check why he hadn't been receiving the statement???

 

[serfty]

Most don't receive statements by paper.