Backlash on Twitter as Qantas amends its frequent flyer program

QANTAS has announced a major overhaul of its frequent flyer program, saying the changes are ‘fairer’. What does that really mean?

Eric Lobbecke cartoon of a customer looking at his receipt while the shopkeeper says 'Fre

THEY are calling it fairer flying, but the latest change by Qantas to its frequent flyer program has ignited an outcry of anger.

From now on, Qantas points and status credits will be earned based on where you fly, the fare you pay and the carrier you choose, rather than on the miles flown.

The changes mean that its members will earn more points on flexible fares and less points on their lower fares.

With over nine million frequent flyer members, this latest overhaul is already causing controversy with members lashing out at the carrier on Twitter.

With the latest Qantas Frequent Flyer changes, if @VirginAustralia swooped in with a status match I'd be hard pressed to continue QF loyalty

— Jakkii Musgrave (@slybeer) March 27, 2014

Good old Qantas has just devalued its frequent flyer program again. Loyalty programs do not engender loyalty anymore.

— Rory Delaney (@RoryRonaldo) March 27, 2014

An email sent to members last night said the changes would create a “fairer, more simplified program” which better reflected the “value of your fare”.

Just got an email from Qantarse Frequent Flyer. I won’t read it cos I’m 101% certain they’re making it much easier to earn & use points.

— John Birmingham (@JohnBirmingham) March 27, 2014

“Effective for travel from July 1, 2014, the number of Qantas points and status credits you earn will change when you fly with Qantas and Jetstar Airlines,” the email said.

Read more about the changes on the Qantas website.

“Put simply, these changes will mean that you’ll earn more Qantas points and status credits when you choose more flexible fares.

“At the same time, we’re reducing the Qantas points you’ll earn on our lower fares to reflect your spend.”

The email pledged that the changes would not impact on members’ current points balance. Last month, Qantas announced it would shed 5000 staff, cut some routes and put off some aircraft purchases after posting a six-month loss of $252 million.

But a spokesman for the carrier last night denied the changes to the frequent flyer scheme were affected by that announcement.

“We do make tweaks to the program from time to time, and these changes are just part of that,” he said.

Just voicing my disgust re @QantasAirways FF changes. Complete opposite of rewarding loyalty. Chance for @VirginAustralia to step up #qantas

— CK (@C_K_7) March 27, 2014

QANTAS continues it's strategy of alienating passengers by reducing frequent flier points for cheaper fares. #qantas #expassenger

— Gary Newcombe (@newkstar) March 27, 2014

After Jobs Cuts, @QantasAirways now cuts points earning and status credits too. Way To Go #Qantas looks like time to move FF points.

— WhyIT (@why_i_t) March 27, 2014

Just this month Qantas announced 5000 job cuts in the biggest shake up of its operations since it floated two decades ago. This latest change is set to only add to customer resentment and create another publicity headache for our struggling national airline.