Points Expiry, is there a problem?

[medhead]

Some of you may have noticed a couple of really out there posts today from someone with a major gripe. The most positive thing a I can say is that the posts were poorly expressed by a very frustrated person. They also don't seem to get the idea that we are here to help and don't actually represent any airline.

Despite all that, I've been trying to understand the basic issue that has frustrated the person. Reading this thread I wonder if there is something to it. this is the post http://www.australianfrequentflyer....edback/horrible-service-27481.html#post392597

Trying to distill the facts it seems that:

• points were expired in Nov 2010
• they had activity 2 years prior
• points expired under the 18 month rule, when the 3 year rule should apply
• something about activity in the previous 12 months being required

If we take these at face value, it would suggest that Qantas has incorrectly applied the 18 month expiry when a 3 year expiry should apply. That possibility concerns me, when we also remember the little stuff up with the last activity dates that coincided with the introduction of the 18 month rule. I did wonder at that time whether that would lead to incorrect points expiry.

Does anyone think there could be something to this? Would qantas have stuffed up a points expiry?



BTW

• yes I am taking the linked post at face value and acknowledge that I could be wrong to do that
• if the guy would made the post reads this, please ring consumer affairs and get them to help you, this might actually get a result for you. please write facts here without emotion, then people might be able to help you. please realise that this forum is totally unrelated to any airline.
• mods or admin please delete this if you wish to let it rest entirely

 

[samh004]

I also wondered about why that members points had expired, but they weren’t helping themselves spamming AFF.

I do hope they get to the bottom of it, and here’s my personal experience with Qantas in regards to a complaint, if they’re still reading… I removed all emotion and presented the facts, I also (and not meaning to be rude here) used punctuation and didn’t go on and on in and endless paragraph that made it difficult to understand. So after a couple days they contacted me and stuff happened.

 

[Mal]

Rarely do you get the full story when someone rants and raves - you end up with a confusing mess of conflicting information. And "one post wonders" who don't return to answer any further questions you ask, that might help understand the situation better and provide tailored advice are little use as well.

For an Oz based Qantas FF holder, I find it strange that you wouldn't be able to earn points in a 18 month period - the number of options these days is extensive.

Going back to the original issue, the T&C's are pretty clear:

If a Member does earn or redeem any Points after 30 June 2010, the Member's Points will expire three years from the date of the Member's last activity before 1 July 2010 or 18 months from the last date the Member earned or redeemed Points after 30 June 2010, whichever is the later.

Now the T&Cs do indicate that Qantas does try and contact you before expiry:

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) Online Activity Statements display a warning to the Member;
(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.

In summary, I find it hard to believe the original post at face level. While someone may have "flown with Qantas in the last 2 years", it is possible that the flight didn't credit. And the fact that Qantas has refused to rectify the points being removed, to me, indicates that they believe the removal of points was correct.

 

[markis10]

Judging by the type of posts made and their location as well as timing I would suggest there was a lack of research done by the OP in terms of the QFF program and the purpose of AFF, it's also likely the OP was not in Australia. Qantas does have problems at times and they do surface here, and often they get responded to quickly and resolved especially if the principle of fairness is at play.

Quite frankly I treat most posts with a grain of salt when they are written without care, with emotion or in the late hours of a Saturdaynight . If you have something important to say and feel emotional, my advice is to sleep on it, not drink on it, the perspective changes when you wake up in the morning in most cases, it you still feel the same way in the morning then all you have lost by taking a break is a few hours getting that message out.

 

[froggerADL]

What surprises me about his thread is that he has a status of "Guest". I wasn't aware that guests could post.

Maybe it means that his account has been deleted. If that's the case, then good.

In any case, these ranters infect all forums that I use. The best thing would be for the Mods to delete his original post, plus this one.

Then it will be like he never existed.

 

[medhead]

Going back to the original issue, the T&C's are pretty clear:

If a Member does earn or redeem any Points after 30 June 2010, the Member's Points will expire three years from the date of the Member's last activity before 1 July 2010 or 18 months from the last date the Member earned or redeemed Points after 30 June 2010, whichever is the later.

Of course, that note would not apply in the case raised as they have clearly not earned points after 30 June 2010. But even if they did the 3 years expiry would apply as it would if we follow the other note from the T&C:

If a Member does not earn or redeem any Points after 30 June 2010, the Points earned before 1 July 2010 will not expire until three years after the date of the last activity on that Member's account.

So that is what has got me wondering about this, they should have had a 3 year expiry.

In summary, I find it hard to believe the original post at face level. While someone may have "flown with Qantas in the last 2 years", it is possible that the flight didn't credit. And the fact that Qantas has refused to rectify the points being removed, to me, indicates that they believe the removal of points was correct.

Clearly, that is the issue, did that flight credit? I guess we'll never know. Also the problem with me taking the post at face value, putting the salt to one side. Anyway, I was interested in the views of others.... Thanks.

*reaches for the salt*

 

[samh004]

What surprises me about his thread is that he has a status of "Guest". I wasn't aware that guests could post.

Maybe it means that his account has been deleted. If that's the case, then good.

In any case, these ranters infect all forums that I use. The best thing would be for the Mods to delete his original post, plus this one.

Then it will be like he never existed.

He was in fact deleted, at least his account was, I’m not sure we’re in The Matrix yet.

 

[medhead]

In any case, these ranters infect all forums that I use. The best thing would be for the Mods to delete his original post, plus this one.

Then it will be like he never existed.

Or the posts could be left as an illustration to future potential ranters about the best way to get something out of AFF. :-|

Anyway, I am happy to delete this thread, I was just trying to look past the rant at the underlying issue, since I still have a slight concern that the change in expiry time has not been properly implemented by Qantas IT. Maybe I'm thinking about it too much.

 

[whereishome]

He was in fact deleted, at least his account was, I’m not sure we’re in The Matrix yet.

Speak for yourself. I frequently experience Matrix glitches. They coincide with my trips to the QP and other forums where alcohol is present.

 

[froggerADL]

Anyway, I am happy to delete this thread

That would only be desireable AFTER the ranter's post is deleted.

 

[sumthinfornuthin]

Just to be sure.

As long as one (1) single point goes onto the QFF account each 18 months the total points are not forfeited ???????.

If no single point goes in then they are ALL lost ???

Thanks as I thought they had an indefinite life

PS I don't think the rant is a waste if it raises an issue that people need to be aware of although I agree that without the punctuation it is a little hard to follow

 

[Sprucegoose]

Just to be sure.

As long as one (1) single point goes onto the QFF account each 18 months the total points are not forfeited ???????.

If no single point goes in then they are ALL lost ???

Thanks as I thought they had an indefinite life

PS I don't think the rant is a waste if it raises an issue that people need to be aware of although I agree that without the punctuation it is a little hard to follow

A question is not a rant

 

[Nigelinoz]

So there doesn't have to be any flights taken is that corrrect? meaning that under the scenario as it related to the OP all he would have had to do was obtain an EDR card and spend $31.00 at Wooolworths prior to November and he would still have the 40,000 points.in fact he would have 40,001 points?

 

[medhead]

So there doesn't have to be any flights taken is that corrrect? meaning that under the scenario as it related to the OP all he would have had to do was obtain an EDR card and spend $31.00 at Wooolworths prior to November and he would still have the 40,000 points.in fact he would have 40,001 points?

Yes, that is my understanding of how it works. It is why I have EDR cards for the kids.

Must say, that I don't think anyone on AFF will have trouble keeping their accounts active.

 

[tuapekastar]

As long as one (1) single point goes onto the QFF account each 18 months the total points are not forfeited ???????.

If no single point goes in then they are ALL lost ???

Or off - a single transaction on the account, be it credit or debit, should do the trick (with the exception of point transfers to/from eligible family members).

 

[oz_mark]

Or off - a single transaction on the account, be it credit or debit, should do the trick (with the exception of point transfers to/from eligible family members).

Generally speaking, though, a small transaction onto the account is easier to arrange than a small one off the account.

 

[opusman]

As long as one (1) single point goes onto the QFF account each 18 months the total points are not forfeited ???????.

1 point in or 1 point out would do it - other than via family transfer.

 

[markis10]

I would disagree - family transfers are easy for people not based in Oz.

Family transfers dont count as activity for point expiry, so they are a moot point in the context of this discussion as alternate activity would be required to keep the account current.

 

[ntaus]

Yes, that is my understanding of how it works. It is why I have EDR cards for the kids.

That reminds me that I really need to do the same for my eldest as he has points that will no doubt expire soon.

ntaus

 

[oz_mark]

I would disagree - family transfers are easy for people not based in Oz.

For the purposes of this discussion, family transfers are pointless :mrgreen: