Qantas deleted my frequent flyer points without warning!

Status
Not open for further replies.
Yes



What? Besides the fact that many here are extremely well practised at earning points? That many know about 43 different ways to earn points and look for new earning opportunities everyday. Exactly how hard is it to spend $31 at woolworths once every 18 months?

Yes, medhead. We all know this, but other people may come to the conclusion that QFF is about paying to join a scheme where points are earned on every Qantas flight which (over time) can amount to a free flight in the future. Pretty standard kickback scheme these days.


What is not so intuitive is that whilst the customer loyalty is paid up front, the Qantas loyalty has an expiry date. Why is this so? Pick one from the following :-

1. Because it is in the T&C's. {Congratulations! Now run off, consume, be silent, and die ... like a good corporate ...}
2. Because otherwise Qantas would have a future liability. {Easy to fix - when expiring points send the victim a cheque for .1 cents a point. Problem solved}
3. Because the word "Frequent" appears in the scheme - which allows Qantas (and the mob) to belittle and scorn those that aren't one of us. {Read the thread}.
4. Because I don't want to compete for award seats with the huddling masses. {Ahh ... now the truth comes out!}

At least once a year I get this sinking feeling - have I checked the kids' QFF account recently? How long has it been since our last OS trip?? Did I use one of their EDR cards at Woollies this year??? Fortunately I have yet to have a lapse of memory, but it would give me the heaving shots if I absent-mindedly let the kids' points expire between our 2-yearly overseas jaunts. Why do I have to worry so much about not losing Qantas' loyalty????
 
Last edited by a moderator:
There are easy ways to monitor loyalty accounts easily.
 
Read our AFF credit card guides and start earning more points now.

AFF Supporters can remove this and all advertisements

[Mod Hat]
Time to get back on topic and stop the personal attacks in this thread.

The topic is about Qantas FF points being deleted from an accouint after 18 months of inactivity. Feel free to discuss the merits of QFF's policy, what type and frequency of communication should be provided before removal etc. But please keep the discussion to this topic and be respectful of other members even you disagree with their views.
[/Mod Hat]
 
What is not so intuitive is that whilst the customer loyalty is paid up front, the Qantas loyalty has an expiry date. Why is this so?

I disagree with both parts of that sentence. Firstly, what is your definition of customer loyalty? Secondly, the Qantas loyalty only has an expiry date if the customer makes no effort to retain their points.

Do you believe that someone can claim to be a loyal Qantas customer if, within the last 18 months they:
a) have not flown with Qantas; and
(b) have not flown on an eligible flight with any of Qantas' partners - or even worse, they have done so, but chose not to credit the travel to QFF; and
(c) have not <redacted> [earned] points via the multitiude of very easy ways that QF allows us to earn points; and
(d) did not take the simple step of just spending a small number of points or transferring at least 5,000 points to someone else.

If someone does none of the above, what is it that <redacted> makes them a loyal Qantas customer? IMHO, someone in that position has shown no loyalty to Qantas, and has made no effort to retain their points. I think <redacted> that the point of any loyalty scheme is to encourage customers to spend money with the participants in that programme. If a customer chooses not to do so, I don't see any moral reason why they can expect to retain their points forever. And as accepted by everyone (I think), there is definitely no legal reason (per T&Cs).

At least once a year I get this sinking feeling - have I checked the kids' QFF account recently? How long has it been since our last OS trip?? Did I use one of their EDR cards at Woollies this year??? Fortunately I have yet to have a lapse of memory, but it would give me the heaving shots if I absent-mindedly let the kids' points expire between our 2-yearly overseas jaunts. Why do I have to worry so much about not losing Qantas' loyalty????

Why don't you just transfer the kids points to your account as soon as they earn them? Yet another way that Qantas makes it easy for people to make use of their points.
 
Last edited by a moderator:
Did you not read the T&Cs of the program which clearly state that points expire....

The only person at fault is you here for not reading and understanding the T&C's of the program

But like so many other people, always easier to blame others

The thing is that the the T&Cs change so it is not the T&Cs that they signed up to but different T&Cs.

However for anyone saying that QF don't tell them I call foul. If you regularly log into your account and check the summary you see this:

expiry.JPG

It is not like it is in a small font at the bottom of the page - it is right there under your points balance.
 
Yes, medhead. We all know this, but other people may come to the conclusion that QFF is about paying to join a scheme where points are earned on every Qantas flight which (over time) can amount to a free flight in the future. Pretty standard kickback scheme these days.

I was answering the question about how someone on AFF would be qualified to tell how hard it is to earn a QFF point. It really wasn't a comment about the program. Sure I was being a bit sarcastic with my questions, but those are genuine questions. Is looking for every opportunity to use the QFF program to the maximum not enough to qualify someone as an expert at earning points?


What is not so intuitive is that whilst the customer loyalty is paid up front, the Qantas loyalty has an expiry date. Why is this so?

QFF hasn't been a paid loyalty program since about 2007 or 2008 when EDR was introduced. Sure you and I might have paid up front, but payment is no longer required.

Pick one from the following :-

1. Because it is in the T&C's. {Congratulations! Now run off, consume, be silent, and die ... like a good corporate ...}

This is truly a bizarre position to take. Knowing the T&Cs is what allows people to take advantage of programs. Someone who doesn't read and know the T&Cs of a program is the real corporate retard, the ultimate consumer. They are the people who provide maximum value to the people running the program.

2. Because otherwise Qantas would have a future liability. {Easy to fix - when expiring points send the victim a cheque for .1 cents a point. Problem solved}
3. Because the word "Frequent" appears in the scheme - which allows Qantas (and the mob) to belittle and scorn those that aren't one of us. {Read the thread}.

You've forgotten the point that Qantas want to extract a profit from QFF. Knowing the T&Cs allows the consumer to understand how they extract that profit, and also how to avoid giving them that profit. There is no problem with companies doing things to profit - that is a fundamental tenet of capitalism after all.

4. Because I don't want to compete for award seats with the huddling masses. {Ahh ... now the truth comes out!}

Hell! I don't want to compete against anyone, especially AFFers, for an award. ;) But that doesn't mean I begrudge them their ability to get an award. Exactly what is wrong with acknowledging this truth? Personally, I take the view of my then 4 year old daughter who said to her aunt, "Don't you worry about me, just you worry about yourself." I worry about myself and what I can get, not what other people get. Of course, that doesn't prevent me from commenting on what they get, just I don't personally begrudge anyone for getting something I wanted.

At least once a year I get this sinking feeling - have I checked the kids' QFF account recently? How long has it been since our last OS trip?? Did I use one of their EDR cards at Woollies this year??? Fortunately I have yet to have a lapse of memory, but it would give me the heaving shots if I absent-mindedly let the kids' points expire between our 2-yearly overseas jaunts. Why do I have to worry so much about not losing Qantas' loyalty????

I have an app that checks all the family accounts. If that doesn't suit you can always have the statements emailed to you every month, or just do a family transfer once a year for Christmas. In the last case, there are no points to expire.

Do you believe that someone can claim to be a loyal Qantas customer if, within the last 18 months they:
a) have not flown with Qantas; and
(b) have not flown on an eligible flight with any of Qantas' partners - or even worse, they have done so, but chose not to credit the travel to QFF; and
(c) have not <redacted> [earned] points via the multitiude of very easy ways that QF allows us to earn points; and
(d) did not take the simple step of just spending a small number of points or transferring at least 5,000 points to someone else.

If someone does none of the above, what is it that <redacted> makes them a loyal Qantas customer? IMHO, someone in that position has shown no loyalty to Qantas, and has made no effort to retain their points. I think <redacted> that the point of any loyalty scheme is to encourage customers to spend money with the participants in that programme. If a customer chooses not to do so, I don't see any moral reason why they can expect to retain their points forever. And as accepted by everyone (I think), there is definitely no legal reason (per T&Cs).

I disagree with your definition of loyalty. My wife has a fear of flying. She avoids flying as much as possible and can go 2 or more years between flights. However, when she does fly it must be with Qantas. That is loyalty to me. She directs 100% of her spend to Qantas, she does not shop on price or mix and match. Your criteria above certainly miss that point. I also used to be exactly the same. Directing all of my flying to Qantas. That changed when they enhanced the program enough that I decided their reduced loyalty would result in reduced loyalty from me.

[-]BTW You really need to change AND to OR in your criteria. At the moment that means someone must do all of those things. This is contradicted by the sentence "If someone does none of the above", which implies they only need to do one of those things.[/-]
 
Last edited by a moderator:
Without going OT, given the members extensive knowledge, I question why there isn't more of an adverse reaction to QF's failure to abide by its own T&C's.

Back on topic, I'm not the OP and haven't lost any points so your sympathy is appreciated but misdirected. <snip>
Oops sorry about that. I was attempting to bring some common sense and what not to the thread (Which clearly didn't work, as it deteriorated *very* quickly which I noted has been cleaned up).

My comment was aimed at the OP and anyone else claiming that they had some special right as they had not read the T&C's :)
 
I disagree with your definition of loyalty. My wife has a fear of flying. She avoids flying as much as possible and can go 2 or more years between flights. However, when she does fly it must be with Qantas. That is loyalty to me. She directs 100% of her spend to Qantas, she does not shop on price or mix and match. Your criteria above certainly miss that point. I also used to be exactly the same. Directing all of my flying to Qantas. That changed when they enhanced the program enough that I decided their reduced loyalty would result in reduced loyalty from me.

BTW You really need to change AND to OR in your criteria. At the moment that means someone must do all of those things.

No, I meant AND. That is exactly my point. Unless someone ticks ALL of those boxes (a-d), their points will never expire. Because of the wide range of QFF partners, your wife's fear of flying does not prevent her from showing loyalty to QF, or preclude her from retaining her points forever. Ironically, it's possible to earn and spend a huge number of QFF points without ever setting foot on an aircraft of any description.

This is contradicted by the sentence "If someone does none of the above", which implies they only need to do one of those things.
Yes, you're correct that there was an inadvertent double negative there, given that I used the word "not" within my criteria. Apologies if that caused confusion. To clarify, let me rephrase: if someone earns zero QFF points within 18 months (by any means), it's hard to see how they're showing loyalty to Qantas.

FWIW, I'm not exactly a huge QF fan, and I don't go particularly out of my way to fly with QF or earn QFF points. I just make sure that I maximise the benefit I derive from my normal day to day spending and activities, and because the programme is so easy to earn with, I literally never go so much as a month without some activity (and I don't even have any QFF-linked credit cards).
 
There's so much <redacted> on this thread I think I may have stumbled upon a wikileaks cable by mistake!

I have no problem with an expiration date, but maybe after 18 months Qantas should send anyone with a points balance over 10k a toaster from the frequent flyer store and call it even.
 
No, I meant AND. That is exactly my point. Unless someone ticks ALL of those boxes (a-d),

[snip]

Yes, you're correct that there was an inadvertent double negative there, given that I used the word "not" within my criteria. Apologies if that caused confusion.

:oops: yes I was confused, completely misread the criteria and missed the nots.... :oops:
 
Well rather ironically, I received the following email from Velocity today:

[TABLE="width: 550"]
[TR]
[TD="width: 510"][TABLE="width: 510"]
[TR]
[TD][TABLE="width: 510"]
[TR]
[TD="width: 412"][TABLE="width: 412"]
[TR]
[TD="width: 114, align: left"]Membership number:[/TD]
[TD="width: 298, align: left"]xx_x
[/TD]
[/TR]
[TR]
[TD="align: left"]Points balance:[/TD]
[TD="align: left"]12,377 [/TD]
[/TR]
[/TABLE]
[/TD]
[/TR]
[TR]
[/TR]
[/TABLE]
[/TD]
[/TR]
[/TABLE]
[/TD]
[/TR]
[TR]
[TD="bgcolor: #36424A"][/TD]
[/TR]
[TR]
[TD][/TD]
[/TR]
[/TABLE]
[TABLE="width: 510"]
[TR]
[TD="width: 510"] Dear Mr SeatBackForward, [/TD]
[/TR]
[TR]
[TD="width: 510"][/TD]
[/TR]
[TR]
[TD="width: 510"] We’ve noticed that you have not had any eligible activity within your Velocity Frequent Flyer Account in the last three years.

Your current Points balance is 12,377, however your Points will expire unless you earn, redeem or transfer Points in or out of your Account by 30 June 2013*.

Don't let your Points expire

Some simple ways to keep your Account active before 30 June 2013[/TD]
[/TR]
[/TABLE]


  • Book and fly with Virgin Australia
  • Redeem Points for a flight
  • Redeem Points for a Virgin Australia Gift Voucher
  • Redeem Points for Gift Cards and more
  • Shop online with Westfield Online
  • Shop online at onsport.com.au
 
Well rather ironically, I received the following email from Velocity today:

[TABLE="width: 550"]
[TR]
[TD="width: 510"][TABLE="width: 510"]
[TR]
[TD][TABLE="width: 510"]
[TR]
[TD="width: 412"][TABLE="width: 412"]
[TR]
[TD="width: 114, align: left"]Membership number:[/TD]
[TD="width: 298, align: left"]xx_x[/TD]
[/TR]
[TR]
[TD="align: left"]Points balance:[/TD]
[TD="align: left"]12,377 [/TD]
[/TR]
[/TABLE]
[/TD]
[/TR]
[TR]
[/TR]
[/TABLE]
[/TD]
[/TR]
[/TABLE]
[/TD]
[/TR]
[TR]
[TD="bgcolor: #36424A"][/TD]
[/TR]
[TR]
[TD][/TD]
[/TR]
[/TABLE]
[TABLE="width: 510"]
[TR]
[TD="width: 510"] Dear Mr SeatBackForward, [/TD]
[/TR]
[TR]
[TD="width: 510"][/TD]
[/TR]
[TR]
[TD="width: 510"] We’ve noticed that you have not had any eligible activity within your Velocity Frequent Flyer Account in the last three years.

Your current Points balance is 12,377, however your Points will expire unless you earn, redeem or transfer Points in or out of your Account by 30 June 2013*.

Don't let your Points expire

Some simple ways to keep your Account active before 30 June 2013[/TD]
[/TR]
[/TABLE]


  • Book and fly with Virgin Australia
  • Redeem Points for a flight
  • Redeem Points for a Virgin Australia Gift Voucher
  • Redeem Points for Gift Cards and more
  • Shop online with Westfield Online
  • Shop online at onsport.com.au


Sure it didnt say this?

Some simple ways to keep your Account active before 30 June 2013


  • Book and fly with Virgin Australia
  • Redeem Points for a flight
  • Redeem Points for a Virgin Australia Gift Voucher
  • Redeem Points for Gift Cards and more
  • Shop online with Westfield Online
  • Shop online at onsport.com.au
  • Transfer them to Uncle Markis10 :mrgreen:
 
... QFF hasn't been a paid loyalty program since about 2007 or 2008 when EDR was introduced. Sure you and I might have paid up front, but payment is no longer required.

Yes - I did pay the $82.50 for each of my kids to join the QFF (pre EDR, dammit!) but I was referring more to the "loyalty" every Qantas customer gives when they shell out for an airfare. Part of the incentive for repeat custom is the points that Qantas gives out based on miles flown - the more you fly the more you earn - but the issue is the justification for Qantas to delete points of infrequent travellers.


This is truly a bizarre position to take. Knowing the T&Cs is what allows people to take advantage of programs. Someone who doesn't read and know the T&Cs of a program is the real corporate retard, the ultimate consumer. They are the people who provide maximum value to the people running the program.

The point I was making is that relying upon T&C as the final source of truth is dubious at best. As has been pointed out, where the law and your T&C disagree the law wins every time. I don't know if the expiring points clause has ever been reviewed against consumer laws, but just the attempt to do so might be interesting.
 
Yes - I did pay the $82.50 for each of my kids to join the QFF (pre EDR, dammit!) but I was referring more to the "loyalty" every Qantas customer gives when they shell out for an airfare. Part of the incentive for repeat custom is the points that Qantas gives out based on miles flown - the more you fly the more you earn - but the issue is the justification for Qantas to delete points of infrequent travellers.

I did wonder which way you were going, either airfare cost or QFF joining fee. The justification, ultimately, is profit. Profit, like ego, is not a dirty word. Provided we deal with that reality.


The point I was making is that relying upon T&C as the final source of truth is dubious at best. As has been pointed out, where the law and your T&C disagree the law wins every time. I don't know if the expiring points clause has ever been reviewed against consumer laws, but just the attempt to do so might be interesting.

I don't think anyone is relying on the T&C as a final source of truth. I just think that people who say that, are aware of the T&C and use them to maximise their benefit. People who are very familiar with T&C, and really this should be everyone, probably have difficulty with people who are not that aware and are surprised when the T&C are used against them. When it comes to the legal validity of points expiry, one never has to test that if our first step is to know and understand the T&C. I also think it is a vital message to anyone who is caught out by T&C that they need to read them. It's not going to help them now, but it might help them in the future. Of course, it is important to be careful when providing such news.
 
Why don't you just transfer the kids points to your account as soon as they earn them? Yet another way that Qantas makes it easy for people to make use of their points.

In my case it's because I intend to let my daughter save up 'her' points over the next 15 years and, assuming the QFF program is still going when she turns 18, she'll have a decent points balance to do some post-school travel at relatively low cost. I am fully aware of the need to keep her account 'active' so the points aren't lost but thankfully she flies QF at least a few times a year so not a big issue.

As a related question - does a change in status (specifically a soft landing to a lower tier) count as activity? If you fly enough to earn WP, then don't fly again for 18 months, could you find yourself as a current SG but with all your points expired?
 
In my case it's because I intend to let my daughter save up 'her' points over the next 15 years and, assuming the QFF program is still going when she turns 18, she'll have a decent points balance to do some post-school travel at relatively low cost. I am fully aware of the need to keep her account 'active' so the points aren't lost but thankfully she flies QF at least a few times a year so not a big issue.

As a related question - does a change in status (specifically a soft landing to a lower tier) count as activity? If you fly enough to earn WP, then don't fly again for 18 months, could you find yourself as a current SG but with all your points expired?

No that isn't point activity..
 
Thanks - wasn't sure if 'activity' (granting of a lower status) would be enough in that hypothetical case.

Best bet is get an EDR card and link it to the account. Use it for shopping once every couple of months..
 
Best bet is get an EDR card and link it to the account. Use it for shopping once every couple of months..

Thanks. In my particular case it's not an issue as my daughter flies enough to maintain SG, but certainly good advice incase that changes in the future.
 
In my case it's because I intend to let my daughter save up 'her' points over the next 15 years and, assuming the QFF program is still going when she turns 18, she'll have a decent points balance to do some post-school travel at relatively low cost.

I'm not as nice as you - my two kids are fast approaching the 100,000 point mark!

I have firm plans to transfer the lot as soon as they hit the mark:D This will be the second time they've donated to the greater good of family travel.
 
Status
Not open for further replies.

Become an AFF member!

Join Australian Frequent Flyer (AFF) for free and unlock insider tips, exclusive deals, and global meetups with 65,000+ frequent flyers.

AFF members can also access our Frequent Flyer Training courses, and upgrade to Fast-track your way to expert traveller status and unlock even more exclusive discounts!

AFF forum abbreviations

Wondering about Y, J or any of the other abbreviations used on our forum?

Check out our guide to common AFF acronyms & abbreviations.
Back
Top