Loss of Points. Advice please.

[drewbles]

Sounds like this happens a bit. Don't think it would be too much of a stretch for Qantas to write to customers who have more than say 16k points (a return flight) that are about to disappear and let them know in writing.

They write to people with a balance over 1 point advising them they're about to expire, via email. It's the account holders responsibility to ensure that their contact details are up-to-date. If you value your points, it's not hard to do (imagine having $1000 in a bank account and not keeping your records up to date?).

 

[medhead]

This post and thread is certainly not spam.

I understand the monthly email statement includes expiry information. :?:

 

[drewbles]

For those that have responded to this part of the original post, it is quite clear from the words used that the flights were flown with another carrier, but had the OP been aware that the points were about to expire they would have used Qantas for the flights.

The way I read it was the OP would have used their *points* for the flight to keep activity on the account.

 

[ashleyn]

Forgive my ignorance, but how would you verify a member and prevent these thread posts? I'd say that these first time posters/grenade throwers are genuine and genuinely peeved about losing their points. They do a quick google search about qantas cancelling memberships/taking back points and lo and behold, AFF comes up with similar gripes. So whilst they are peeved they come on here to vent their spleen whilst hoping someone can tell them how to get their points back!

Good question and I don't know the answer.

 

[froggerADL]

How do you know that Frogger ?

I read what the poster wrote. The meaning was quite clear.

 

[froggerADL]

The way I read it was the OP would have used their *points* for the flight to keep activity on the account.

Quite possibly, but they didn't actually say that. Using either points or money for QF flights would have kept activity on the account. Given they lost all their points, a classic award would have been a good use of the points, at any cost!

 

[williamsf1]

Sounds like this happens a bit. Don't think it would be too much of a stretch for Qantas to write to customers who have more than say 16k points (a return flight) that are about to disappear and let them know in writing.

You would be surprised with the amount of " return to sender" QF receive when doing a mail out ...... people move about very often these days .... hence they have a lot of promotions getting people to update account details

 

[Orca]

I read what the poster wrote. The meaning was quite clear.

Does it really matter either way? (I think the OP's statement was ambiguous but the fault really lies with the OP for not being aware of the T&C's of the QFF program)

 

[cove]

One of our girlfriends lost her points recently and could not get them back. It is so simple to have activity with a $31 spend on a Woolworths EDR card but a lot of folks ignore all sorts of mail and emails.

 

[froggerADL]

Sadly, this is a fairly common scenario and of course easily avoided by having virtually any activity in the preceding 18 months.

I've read a few of these "lost points" posts and they have prompted me to sign up to AwardWallet recently so that I can easily track the points I have in many different schemes.

It is usually quite easy to have the required activity, it is often harder to remember to do it.

 

[JohnK]

Sad to lose all those points.

But there is one thing that is quite noticeable in the past few complaints on AFF.

They have received the email that points will be forfeited but did not receive the email warning that points are about to expire. Is it possible that Qantas is not sending the warning via email?

 

[phily]

I sometimes read the Qantas page on Facebook, and every day someone is complaining that they've lost all their points. Unfortunately, the Qantas Facebook feedback page is just full of whiners and whingers.

It does appear that Qantas is very poor in warning the FF members that their points are about to expire. I've just checked my last Qantas points balance email and while it highlights how I've earned my points over the past 12 months, there's no indication of an expiry date for my points. There is a reminder that points do expire after 18 months of inactivity, but there is no personalised warning of my expiry date. Has ANYONE here ever received a personalised warning email from Qantas about their points expiry date?

I must admit that I don't feel any sympathy for those who lose their points after 18m of inactivity. After all, they are FREQENT Flyer Points, not Occasional Flyer Points. There are many simple ways of keeping one's QFF account active:
1. Use a credit card that has an award scheme that transfers points to QFF each month. My Woolworths credit card costs $89 a year, and has uncapped points that reward 1 point for every $.
2. Use a Woolworth Everyday Rewards card (no cost).
3. If you can't use one of the above methods then every 17 months then use 3,000 points in the QFF online store to buy a $25 gift voucher for Myer, Dan Murphys, etc. and redeem it yourself.

 

[Deleted User]

I sometimes read the Qantas page on Facebook, and every day someone is complaining that they've lost all their points. Unfortunately, the Qantas Facebook feedback page is just full of whiners and whingers.

It does appear that Qantas is very poor in warning the FF members that their points are about to expire. I've just checked my last Qantas points balance email and while it highlights how I've earned my points over the past 12 months, there's no indication of an expiry date for my points. There is a reminder that points do expire after 18 months of inactivity, but there is no personalised warning of my expiry date. Has ANYONE here ever received a personalised warning email from Qantas about their points expiry date?

I must admit that I don't feel any sympathy for those who lose their points after 18m of inactivity. After all, they are FREQENT Flyer Points, not Occasional Flyer Points. There are many simple ways of keeping one's QFF account active:
1. Use a credit card that has an award scheme that transfers points to QFF each month. My Woolworths credit card costs $89 a year, and has uncapped points that reward 1 point for every $.
2. Use a Woolworth Everyday Rewards card (no cost).
3. If you can't use one of the above methods then every 17 months then use 3,000 points in the QFF online store to buy a $25 gift voucher for Myer, Dan Murphys, etc. and redeem it yourself.

One search using the qantas toolbar every 18 months is all thats required really...

 

[Mwenenzi]

off topic

...imagine having $1000 in a bank account and not keeping your records up to date?

But 1000's of people do not keep their address up to date with banks & super funds every year. 10's of millions of dollars go to the government every year due to this.
https://www.moneysmart.gov.au/tools-and-resources/find-unclaimed-money

 

[Hvr]

Sad to lose all those points.

But there is one thing that is quite noticeable in the past few complaints on AFF.

They have received the email that points will be forfeited but did not receive the email warning that points are about to expire. Is it possible that Qantas is not sending the warning via email?

Actually that is something with AA, every email I get from them has something about when points will expire without further activity.

The cheapest method I have seen (on FT) to use QF points is to get a replacement membership card, only 1,000 points and the transaction is done immediately. Very important if you need a transaction in the next 24 hours.

 

[Simo]

Welcome to the forum.

Good luck with getting points back

 

[Anna]

there is one thing that is quite noticeable in the past few complaints on AFF.

They have received the email that points will be forfeited but did not receive the email warning that points are about to expire. Is it possible that Qantas is not sending the warning via email?

I am no IT genius but I wonder if the expiry warning is a mass email that doesn't get past some people's spam filters whereas the forfeiture email is sent in a different manner, maybe more personalised and therefore gets through?

I'm saying that because I have endless problems not receiving things when friends send mass emails but no problem when it's a more limited recipient list.

 

[shellthom]

I would think they are sent in the same way as I don't imagine they would be running too many different systems (cost/staff/training issues).
It could be possible that people are just not opening them because they think its just a monthly update or they don't care for the title or think its spam etc.
I would think the emails were sent, those that read them just don't complain because 1. they knew the points were going to expire and didn't care or 2. they did something about it so they didn't expire. The ones that don't read it wouldn't have a record because it would be deleted anyway.
From what I know about email systems is there would be a record on QF's end that the email was sent and if it made it through or not. I think they can see if it was opened but opened or not, if it was sent successfully not their problem. That process would be super involved and time consuming and I doubt anyone would do it.

* my partner works in email marketing - making, tracking, and reporting on the emails and their deliverability *

I am no IT genius but I wonder if the expiry warning is a mass email that doesn't get past some people's spam filters whereas the forfeiture email is sent in a different manner, maybe more personalised and therefore gets through?

I'm saying that because I have endless problems not receiving things when friends send mass emails but no problem when it's a more limited recipient list.

 

[samuel337]

From what I know about email systems is there would be a record on QF's end that the email was sent and if it made it through or not. I think they can see if it was opened but opened or not, if it was sent successfully not their problem.

...only if you download the pictures in the email. That's why many email clients don't download pictures by default. The address (URL) for the picture in the email is an address unique to that email, therefore if it is downloaded, it means that email has been viewed.

Also, if you click on any of the links, the same trick is used.

 

[drewbles]

off topic


But 1000's of people do not keep their address up to date with banks & super funds every year. 10's of millions of dollars go to the government every year due to this.
https://www.moneysmart.gov.au/tools-and-resources/find-unclaimed-money

Agreed 100% but you can get your money back still with these at least