Qantas to scrap controversial policy on their Frequent Flyer points

The embattled airline is set to scrap a major rule in their loyalty program points after years of backlash. See how the new change affects you.

Qantas will scrap a “grossly unfair” rule preventing grieving relatives from reclaiming their late loved one’s loyalty program points.

The embattled airline confirmed it will from October correct the controversial policy, which automatically wiped a Frequent Flyer’s points if they passed away.

The about face comes in a week where Qantas pilots called for the head of board chairman Richard Goyder and new boss Vanessa Hudson faced a senate grilling.

The airline has been in damage control since the departure of Ms Hudson’s predecessor Alan Joyce. It is battling a $600 million lawsuit over ghost flights, an embarrassing High Court ruling that it illegally sacked workers and widespread customer anger at overpriced fares.

Alan Joyce with the now new Qantas boss Vanessa Hudson.

Under the revamped Frequent Flyer policy, family members of the deceased Qantas members will have 12 months to request the points be transferred to their accounts.

Qantas said the rule was one of many now under review by Ms Hudson.

Points expert Steve Hui, founder of iFLYflat, said changes to the “outdated policy” has been long awaited and customers should never have had their “hard-earned balance wiped”.

“While these terms were set out in their rules, most people had no clue it existed and only found out once their loved one had died, which is the worst time possible,” Mr Hui said.

“I’m glad Qantas is making this change for fairness and thinking about it from the customer’s viewpoint, especially in their most vulnerable moments.

Qantas will scrap a “grossly unfair” rule preventing grieving relatives from reclaiming their late loved one’s loyalty program points.

“This shows they’re listening to their customers, as they had promised.”

The Champagne Mile founder Adele Eliseo said she was often contacted by “upset family members” seeking advice on how to get a loved one’s voided points back.

“Often, these members are elderly, and not well-equipped to advocate for their personal situation, in trying circumstances,” Ms Eliseo said.

“And when we consider that Qantas Frequent Flyer points are often pooled and managed by one family member, something that is encouraged by Qantas, the entitlements of multiple members can be impacted by this policy.”

The embattled airline confirmed it will from October correct the controversial policy

“Looking at the Australian airline loyalty program landscape, Qantas was lagging behind its largest competitor in the way it treats points after death.”

Virgin’s loyalty program Velocity allows a points transfer if the member leaves their points to a friend or family member in their will.

A letter and supporting documents just need to be supplied to the airline from the executor.

But if no instructions on the deceased person’s points is given, the points disappear.

Originally published as Qantas to scrap controversial policy on their Frequent Flyer points