Qantas frequent flyer points wiped without warning, say actors, after 18-months of inactivity

Two Australian actors have lashed out at Qantas after their frequent flyer points were wiped without warning.

Actor Steve Bastoni has accused Qantas of ‘corporate theft’ after his frequent flyer balance was wiped for a second time.

Two Australian actors have lashed out at Qantas for wiping their frequent flyer points without warning after 18-months of inactivity.

In a sign the terms and conditions of the program make no allowance for celebrity, Steve Bastoni and Ben Lawson both lost points balances in the tens of thousands.

It was the second time in just a few years that Mr Bastoni had his points balance wiped, after previously having 50,000 points erased.

He said that time, the points were reinstated when he complained.

This time, after discovering his 35,000 points were gone, Mr Bastoni said he was told he could have 50 per cent of the balance reinstated, if he accumulated 2500 more points within six months.

“That is corporate theft,” Mr Bastoni told The Australian.

“There is a monetary value attached to these points and for Qantas to just wipe them is akin to being robbed.

“I am gobsmacked they can get away with this. It’s a terrible way for a company to conduct itself.”

Hey @Qantas do you think it’s acceptable to steal people’s points without warning us of impending expiration?
Then when I call, I get thru to Singapore who tell me I can have %50 back if I spend with you???
What is this loan shark programme your running?#qantas #pointstheft

— Steve Bastoni (@stevebastoni) February 24, 2020

Mr Bastoni who has starred in numerous Australian and US films and television shows said he was told an email was sent to alert him to the fact his points were about to expire.

“I’ve gone back through all my emails, even the ones I’ve deleted and there’s nothing. There was no warning whatsoever,” he said.

Fellow actor Ben Lawson, who is currently appearing in the hit film Bombshell, had a similar experience.

Been collecting @Qantas ff points since 2005. 15 yrs. Just went to use some to discover they’re completely gone bc I haven’t flown qantas for 18 months. No email, no word of warning, just gone. Just another reason why @Qantas is Australia’s most consistently disappointing airline

— Ben Lawson (@imbenlawson) February 18, 2020

“Been collecting Qantas FF points since 2005. Fifteen years. Just went to use some to discover they’re completely gone because I haven’t flown Qantas for 18-months. No email, no word of warning, just gone,” Mr Lawson tweeted to his 3587 followers.

Actor Ben Lawson. Picture: Getty Images

Qantas responded to Mr Lawson, informing him that points did expire after 18 months of inactivity. “Our standard practice is to notify customers in advance,” said the response.

A Qantas spokeswoman said unlike many other programs, Qantas points did not expire provided the member remained active.

“This could be as simple as making a purchase using a Qantas Points earning credit card,” she said.

In the event, points were about to expire members were informed in three ways – via email, in the Qantas app and on a banner on their frequent flyer account.

Qantas recently reported higher levels of engagement with the frequent flyer program following a major overhaul last June.

Changes including the availability of more reward seats and reduced carrier charges, had seen “members earning and using more points than ever before”.

With more than 13 million members, Qantas frequent flyers is Australia’s largest loyalty program, and one of the airline’s most successful businesses, generating $196m in earnings in the six months to December 31, 2019.