Big change to let Qantas Frequent Flyer points be transferred after death

Qantas has announced a big change to Frequent Flyer points after an old policy copped heavy criticism.

Qantas will allow Frequent Flyer points to be inherited, scrapping a longstanding policy that meant members’ points were cancelled after their death.

The airline copped criticism for its hard-line policy in which members’ accounts were terminated and all points forfeited unless they were transferred before a person’s death.

The policy was particularly troublesome for couples and families who accrued points together with a single Frequent Flyer account, meaning grieving loved ones lost access to points they had helped to earn.

Qantas will allow Frequent Flyer points to be transferred after death. Picture: David Gray / AFP.

But now, new CEO Vanessa Hudson, who is on an apology tour after the disastrous final months of Alan Joyce’s leadership, has announced that policy has changed.

A family member can now make an application to have a deceased Frequent Flyer’s unexpired points transferred into their own account, the airline announced.

The application must be made in writing within 12 months of the person’s death by an executor or administrator of their estate. Proof of death must be supplied.

The points will take on the same expiry date as the other points in the recipient family member’s account. The deceased member’s account will then be closed.

Status credits — which count towards reaching and keeping your Qantas Frequent Flyer status and the privileges that come with it — still cannot be transferred. That means they will be lost when a member is confirmed dead.

The move brings Qantas in line with its rival Virgin Australia, which allows Velocity points to be inherited by a loved one but only if the transfer is stipulated in a person’s will.

Eligible family members can apply to inherit points. Picture: NCA NewsWire / Jono Searle

Who can inherit Qantas points?

Qantas defines an “eligible family member” as someone who “can demonstrate to reasonable satisfaction” that they are any of the following:

• Husband or wife
• Parent or step-parent
• Domestic or de facto partner
• Child, including foster or stepchild
• Brother or sister
• Half brother or half sister
• Grandparent
• Grandchild
• Daughter-in-law or son-in-law
• Brother-in-law or sister-in-law
• Father-in-law or mother-in-law
• Aunt or uncle
• Nephew or niece
• First cousin

What else is Qantas changing?

Ms Hudson has promised a review of all of Qantas’ customer policies to “make sure they’re fair”.

The changes she’s promised to make include better contact centre resourcing and training, an increase in the number of seats that can be purchased with Frequent Flyer points, more generous recovery support during operational issues and improvements to in-flight catering.