Frequently Asked Questions (FAQs)

Frequently Asked Questions (FAQs) - Point Hacks Concierge

How is the service quoted?

Based on the complexity and specifics of your travel requirements we will present you with one or more quotes. You will receive your free quote instantaneously after you have shared your travel plans with us. 

When do I make a payment?

We don’t charge for the quoting and proposal service. You’ll only pay the Concierge service fee when you accept a flight proposal. At that point, we’ll release the flight report containing all the details and instructions for booking your flights, along with a 24-hour guarantee on seat availability that started counting at the time we sent you the flight proposal.

What is a Seat Guarantee, and can I extend it?

The Seat guarantee is our promise to find you another reward seat in case that the reward seat provided is no longer available, within 24 hours of you receiving the flight proposal SMS text. If your seat guarantee has not expired yet, you have the option to purchase an additional 24-hour guarantee, extending your seat guarantee up to 48 hours.

What if I am dissatisfied with the service provided by your team?

While our team always strives to deliver the highest level of quality service, due to the intricate nature of reward seats, there may be occasions where reward seats become unavailable within 24 hours after we shared the flight proposal with you. In such cases, we will assist you in finding another reward seat. In the rare occasion that we cannot find you a new reward seat, we will provide you with a credit to be used for your next Concierge request.

Can you make an award flight booking on my behalf?

We will show you exactly what to book, and provide detailed instructions on how to book it. However, we are unable to book award flights on your behalf.

We are also unable to make changes to existing bookings on your behalf.

My trip is more than a year away. When should I use this service?

Most airlines release award seats 11-12 months in advance. If your trip is more than a year away, it will not yet be possible to book any flights and we therefore won’t be able to assist.

If you’re booking a round-trip and the outbound flights are less than a year away, but you’ll be returning in more than a year from now, you may request a quote now for assistance with your outbound flights only.

Alternatively, you may choose to wait until all your flights are less than 12 months away and request assistance with your return trip in one go. By waiting until your entire trip will be completed within the next year, we’ll be able to check real-time award availability and confirm that the recommended flights are available for booking.

Can I use this service to book flights under credit card rewards points, or combine points in multiple frequent flyer rewards programs?

Absolutely! Just let us know exactly how many points you have available in each program. We can determine the best program/s to use.

What happens if you can’t find my reward seats?

Every accepted quote is carefully assessed by a member of our team. If we’re unable to find reward seats that match your travel requirements, we won’t recommend proceeding to payment. If your schedule allows, we can continue searching for reward seats. We aim to notify you as soon as possible when we cannot find your seats. Where possible we will suggest redoing your search with more flexibility in case of limited reward seat availability during peak periods, insufficient points balance, and large groups.

Which frequent flyer programs do you work with?

We can help you to redeem frequent flyer points in the following programs: Qantas Frequent Flyer, Velocity Frequent Flyer, Singapore Airlines KrisFlyer, Cathay Pacific Asia Miles, American Airlines AAdvantage, United Mileage Plus, Air Canada Aeroplan, Etihad Guest, Emirates Skywards, Thai Airways Royal Orchid Plus, Aegean Miles&Bonus, Korean Air Skypass, Flying Blue, British Airways Executive Club, Virgin Atlantic Flying Club.

We can also help you to redeem credit card points with programs including American Express Membership Rewards, Westpac Altitude, St George Amplify, NAB Rewards, Citi Rewards, Diners Club and ANZ Rewards.

If you would like assistance with redeeming points in a program not listed, please request a quote and we’ll let you know if we can help you.

Can you help me to upgrade a flight using frequent flyer points?

Generally, no. If you’re booking a Qantas international flight, for example, upgrades are a “lottery” and not confirmed until a few days before your flight. Therefore we are unable to guarantee that your points upgrade request will be successful. However, we may be able to help with point upgrades on airlines that have confirmed upgrades.

Can you help me find a flight in Qatar Airways Qsuites?

Qatar Airways’ “Qsuite” Business Class is an excellent product and a very popular redemption. If you would like us to try and find you flights on Qsuites, you are welcome to let us know of your preference when requesting a quote.

Your award travel consultant will do their best to accommodate your request, however it may not be possible to find a Qsuite redemption on the route and date you wish to travel. It’s also possible that Qatar Airways may change the aircraft to another plane without Qsuite after you’ve booked. Therefore, we cannot 100% guarantee you’ll fly in Qsuites.

Please note that most Qatar Airways flights are not currently available to book with Qantas Frequent Flyer points. You may be able to book using Avios or Velocity points.

Is there a maximum number of passengers? Due to the nature of award bookings, it can be very difficult to find award seats for multiple passengers on the same flight. For this reason, we have capped the number of passengers per request at 6.

Due to the nature of award bookings, it can be very difficult to find award seats for multiple passengers on the same flight. For this reason, we have capped the number of passengers per request at 6.

I’m a Qantas Points Club member. Can you help me book a Classic Flight Reward that earns maximum status credits?

Yes. Just let us know when requesting a quote that you’re a Qantas Points Club member and would prefer to book an itinerary on “QF” flight numbers that maximises your status credit earn.

Do you offer a flight search assistance service for regular, paid airfares?

Unfortunately, our service is currently limited to award flights, but our Point Hacks Travel team can assist you on finding and booking regular paid fares.