Exact same happened to me. Transferred Amex points on the 8th of Feb expecting them to go to my family pool (as always), only to find them in my individual account.

The more frustrating thing is that I immediately double checked their website (where this update wasn’t mentioned) and called their call centre where their representative confirmed that their website is indeed not updated and that an exception should be made to have these miles transferred to my family pool but this one be a one-off and wont happen again in the future.

One day later, I received an email stating that they cant make the move due to the rules that changed on the 22nd of January with 0 communication and the website wasn't even updated!! They very kindly pointed me to the website which had been updated by the time they sent the email.

Extremely unprofessional and disappointing behaviour from Emirates. It has been a while that all frequent flyer programs are going down the drain but updating your terms with no communication and not updating your website then refusing to correct your mistake is a new low. It’s sad to see that this how loyalty is treated in the industry nowadays.
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