‘Lifetime’ of loyalty lost: Qantas Club blunder leaves member fuming
In the section where the expiry date was listed, next to the join date of January 2002 and below the famous flying kangaroo logo, the word “lifetime” was clearly printed in silver, capital letters.
“I thought, ‘this is great, very exciting’, it’s one of those things – you don’t win raffles or prizes,” the Mansfield woman said.It would later turn out that the lifetime membership had been issued in error. But for several years, Catriona said she was able to access the Qantas Club without any problems.That changed in May 2021, when Catriona was not allowed into the lounge at Melbourne Airport while travelling to South Australia to visit her sick father because her membership had lapsed.
When they tried to contact Qantas to have the system updated to reflect their status, the Wilsons said they heard nothing. Believing the offer wasn’t very fair, James asked for a two-year membership for his wife at no cost. When that wasn’t accepted, they took their case to the Victorian Civil and Administrative Tribunal.
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