Qantas Points Expiry - Warning!

[RichardMEL]

So sure, it's buried in the email somewhere to comply with legal.

The biggest problem is that Qantas Loyalty generates higher ARPU than all other airline programs, and breakage is a line item in the revenue models. Opportunity cost, member re-activation cost, the share of wallet loss and churn are clearly not important to QFF at this time. It's not right or wrong, but from a member perspective, the process could certainly be improved.

Absolutely. However you've also pointed out a problem that all these programs have.. well not really a problem, but what I was trying to say earlier was that there will always be members who won't be informed due to one reason or another - eg EVEN if QF send an explicit email with a subject line "Your points will expire in 3 months!" or a pop up in the app, or a text or.... there will always be those that just see "another bit of junk from QF" and trash it(as you suggested with the Coles example, and QF sends enough rubbish on a weekly basis I agree), may never login to the app(because they're not traveling) etc etc etc... but then whine when they find their points have gone. Short of having no expiry again there's never going to be a situation where everyone will be happy.

There's also the case where people just forget. As example, remember a few months ago QF told us all that upgrade "prices" would be going up which kicks in later this month - how many would forget then jump up and down when the price isn't what they expected?

Back to expiring points notification I would like explicit email notification from QF (not burried in a newsletter). I'd also like it back on the summary when you login to your QFF account via website or app. I think that would be appropriate.

And of course let's say there are those who read their email infrequently.... if QF sends an explicit email but it isn't read in a reasonable amount of time (eg: a month)... is that still QF's problem (not including the situation of the email going to junk or otherwise not being delivered for some reason or other, like a changed address or something).

People will never be 100% happy.

 

[Matt_01]

There's also the case where people just forget. As example, remember a few months ago QF told us all that upgrade "prices" would be going up which kicks in later this month - how many would forget then jump up and down when the price isn't what they expected?

Off topic - Didn't get that memo, but I am sure I will get the bill . No point in jumping up and down, still need to fly.

 

[serfty]

It was 16th November for flights from 20th Feb.

Any granted request for upgrade:

- for flights not from 20th Feb will be at the old rate.

- for requests made before Nov 16 will be at the old rate.

- Any other requests (made after 16th Nov for flights from 20th Feb) will be at the new increased rate.

 

[RichardMEL]

Off topic - Didn't get that memo, but I am sure I will get the bill . No point in jumping up and down, still need to fly.

and this is my point. I knew it was happening, you didn't (for whatever reasons).

The problem with communication of changes (including stuff like expiring miles) is a no win situation for a company like QF.

For example, if I get the information in an email, then I'm not going to need another 3 to tell me.. and I'd prob find them annoying ("ugh more jiunk!") and less likely to bother reading anything further they send. However if I don't get the information.... but if QF sent it, how do they know? What if I got the information but didn't read it, or didn't pay attention, or forgot?

it's no win because you'll ALWAYS annoy some segment of your membership with either too little or too much communication.

and with points expiring.. say I'm QF and I send a member a note saying their points are going to expire... if there's no further activity how do I know that's because they haven't got it, or they did get it, but did not read it (as in "read email every few months") or DID get it and understood but decided to do nothing?

just some musings on the communication issue

 

[Matt_01]

It was 16th November for flights from 20th Feb.

Any granted request for upgrade:

- for flights not from 20th Feb will be at the old rate.

- for requests made before Nov 16 will be at the old rate.

- Any other requests (made after 16th Nov for flights from 20th Feb) will be at the new increased rate.

Thanks, I have misread RichardMEL's post. I thought he was talking about a general cash price hike.

I did get the points upgrade change memo and read it, good thing I did as my upgrade requests were made prior to Nov. When AA reshuffled their schedules last month I ended up with an involuntary change from QF11 to QF7, I mentioned my upgrade request the QF agent she looked into my original request date and applied it to the QF7 flight so I would not get caught in the price hike. Very helpful. As I had read the memo, I was aware of the changes so I was able to deal with it before rather than after.

Even if the original date was not applied I still would have gone ahead with the request.

 

[Matt_01]

and this is my point. I knew it was happening, you didn't (for whatever reasons).

From your post we must have been typing responses at the same time.

I take an interest and read all emails from QF that I think may impact my points earn rate, my usage rate or change anything I am used to. At present and the past points expiry has been a non-issue as I have linked a CC so before any thing else there is always at least one activity item to keep points alive. I also take an active interest in my +1 and child accounts as these are not very active. About every six months I take a look at their accounts and sweep any points back to mine so they do not loose any.

 

[Mattg]

Well I just got this email from Alaska Airlines advising me that my points will soon expire due to account inactivity.

The message is not hidden in the bottom of a monthly newsletter, and the subject of the email is an eye-catching "Alert: Your Mileage Plan account expires in 7 days."

What's more, they actually offer a way to keep the account alive in the email.



This is a model example of how it should be done. Take notes, Qantas!

 

[MEL_Traveller]

If Qantas can invest the time to make lounge passes electronic, and have the ability to transfer those lounge passes electronically... they can send out an email such as the one above. They have no commercial incentive to do so.

 

[JohnK]

Went back to BNE today and on the way to apartment I was thinking about Everyday Rewards and how long it has been since Woolworths introduced the new system. Must be close to 18 months? Checked emails and noted that brothers points expiring today and dad's points expiring 31 May and no mention of mums points expiring.

Almost lost 34,000+ points. Have now transferred to dad's account and I am assuming points will now expire end of May?

P.S. Looks like the points expiry date is now at top of email although I still don't bother reading all emails.

 

[melaus]

This thread seems to have expired in interest a long time ago.......Everyone must be very happy with their methods of gaining those dear little points and the way Qantas look after them in using their hard earned rewards.

 

[UP4014]

The best way of finding out what QF sneaky changes have happened is to look on this site.

The team effort here is far superior to the cluttered emails from QF when you need clarity.

 

[oz_mark]

This thread seems to have expired in interest a long time ago.......Everyone must be very happy with their methods of gaining those dear little points and the way Qantas look after them in using their hard earned rewards.

44

From what I have seen recenty, Qantas seems to have changed their approach to notifying people of upcoming expiries..

 

[cove]

If your points do expire it is important to work on getting a Qantas Points Challenge offer pretty quickly. It isn’t automatic......be nice, be persistent and have a plan once the offer is issued to you. My niece had to do two transactions and being over 18 was able to go Epicure as one. Hoyts is another one as is Kogan. You could actually fly somewhere too.

 

[melaus]

Must be my Credit Card useage which keeps my account active, as I can't think of anything else I do linked to Qantas which gains activity!

 

[cove]

Yes melaus that is how we keep two of our accounts running in the US.
Credit card points posting to your Qantas Frequent Flyer Account works well for many of the 10 million accounts that are active.

 

[MEL_Traveller]

Must be my Credit Card useage which keeps my account active, as I can't think of anything else I do linked to Qantas which gains activity!

You can easily check by logging on. Your points activity is listed.

 

[drron]

The problem is it is very hard to know the date on which your points expire.It is not listed on either my QFF or Velocity account.Whereas on my AA and LM accounts the date on which your points expire is there.
So you have to check your activity.Fine if you are an AFFer but ordinary FF account holders almost certainly have little idea of that.

 

[melaus]

Yep, it's just another thing to keep in mind, particularly when "80" is not far off, but I guess as I have done, just keep a note in a place you notice often, reminding you that possibly no mercy will be shown if your not clued up as much as when much younger.

 

[annoyed]

Sorry to hear this... but a question... do you not receive your monthly 'points balance and 'exciting' points opportunities' (or words to that effect) newsletter?

The expiry is buried away in that regular email. Qantas have chosen not to send out a separate email dedicated to points expiry - unlike some other airlines that will send you something in bold warning of upcoming expiry.

That is exactly what Qantas do, they are being DECEPTIVE. The lady at Fair Trading said it is what they term as NOT TRANSPARENT.
We need many people to complain about this so that Fair Trading take action because apparently they are not able to take action for one person, but only when it becomes a community issue.
SO EVEN IF YOU HAVE LOST JUST A FEW POINTS PLEASE DO LODGE A COMPLAINT TO HAVE THIS DECEPTIVE PRACTICE CHANGED.

 

[nlagalle]

That is exactly what Qantas do, they are being DECEPTIVE. The lady at Fair Trading said it is what they term as NOT TRANSPARENT.
We need many people to complain about this so that Fair Trading take action because apparently they are not able to take action for one person, but only when it becomes a community issue.
SO EVEN IF YOU HAVE LOST JUST A FEW POINTS PLEASE DO LODGE A COMPLAINT TO HAVE THIS DECEPTIVE PRACTICE CHANGED.

Actually I have seen the email that is sent out, it's its now VERY CLEAR your points will expire. whilst it used to be hidden in the newsletter, it's the subject line and at the top.