Hilton Honors discussion

The Frequent Flyer Concierge team takes the hard work out of finding reward seat availability. Using their expert knowledge and specialised tools, they'll help you book a great trip that maximises the value for your points.

AFF Supporters can remove this and all advertisements

Sponsored Post

Struggling to use your Frequent Flyer Points?

Frequent Flyer Concierge takes the hard work out of finding award availability and redeeming your frequent flyer or credit card points for flights.

Using their expert knowledge and specialised tools, the Frequent Flyer Concierge team at Frequent Flyer Concierge will help you book a great trip that maximises the value for your points.

One thing that's easy to forget when redeeming points, while the rough value of a HH point is 0.5 USc, you have to also consider the value of the points you would earn if paying cash.

If you are diamond, that's 10c per US$1 spent (20 points), minus taxes. If there's a 3x promo, that's 15c/US$.

So ballpark, I'd be looking for 0.6c/point if Gold/Diamond, 0.55 if Silver or no status.

This assumes you will return to Hilton to use those points.
 
No further response from Hilton despite my insistence they investigate further.

Sent a request to Qantas, they asked for further information which was provided but also radio silence since.
Hi @Lynda2475 - did you ever get a resolution or response on this? I've also recently transferred HH points, and it got to the QFF end with the decimal place moved a spot over, like yours. Was planning to use live chat to try and get it worked on

Cheers,
Matt.
 
Nope no further response, refused to investigate because it hadn't been 30 days. Time for me to follow up again.
 
Using the Chat was a bust. "Jarvis" kept me waiting ages then insisted they had processed correctly and if I was still unhappy i should call 1-800-548-8640 which is a US number. Hopeless.

I am going to try and send yet another email; they just dont care.

They can see they took out the 10k HH points from my account, but care team obviously have no ability to see that the conversion was processed incorrectly and what was deposited. Too lazy to escalate to IT to investigate.

Between hardly having any rooms without a shub and now this, they certainly wont be getting my future stays.
 
Using the Chat was a bust. "Jarvis" kept me waiting ages then insisted they had processed correctly and if I was still unhappy i should call 1-800-548-8640 which is a US number. Hopeless.

I am going to try and send yet another email; they just dont care.

They can see they took out the 10k HH points from my account, but care team obviously have no ability to see that the conversion was processed incorrectly and what was deposited. Too lazy to escalate to IT to investigate.

Between hardly having any rooms without a shub and now this, they certainly wont be getting my future stays.
Hopefully I have better luck with the HH Diamond team - I've flagged in my message to them that others are reporting the same issue as me
 
Hopefully I have better luck with the HH Diamond team - I've flagged in my message to them that others are reporting the same issue as me

Thanks, I sent an email and also noted I believe others are experiencing the same issue. Im only gold and will be nothing come 1st Jan.
 
Latest reply via email below. Seems to have misunderstood as is talking about points into my HH account, not Qantas.

"Greetings for the day! My name is Parna and I will assist you regarding your query of points exchange. Hope you find this email in good health.

We appreciate the precious time you have invested in it and understand the situation must be frustrating for you. After reviewing your account we do find your transaction has been completed from our end however points are not fully reflecting in your account. Hence, I have taken the liberty of forwarding your request to our concerned department for posting the missing points to your Honors account. To expedite this process, I have created a case file for you, here is the case file number #xx_xx_X for your reference. Be assured, our team will conduct the further investigations and get back to you with the best possible resolution of your query within 7-10 business days.

I hope you will understand sometimes due to technical error this might happen; further we have highlighted this issue to our team and taking the lead they are trying to provide you with hassle free amenities.

Hope you find this helpful. Please reach us back in case of discrepancy. We appreciate your loyalty to Hilton.

Wishing you a serene day ahead!"
 
Latest reply via email below. Seems to have misunderstood as is talking about points into my HH account, not Qantas.

"Greetings for the day! My name is Parna and I will assist you regarding your query of points exchange. Hope you find this email in good health.

We appreciate the precious time you have invested in it and understand the situation must be frustrating for you. After reviewing your account we do find your transaction has been completed from our end however points are not fully reflecting in your account. Hence, I have taken the liberty of forwarding your request to our concerned department for posting the missing points to your Honors account. To expedite this process, I have created a case file for you, here is the case file number #xx_xx_X for your reference. Be assured, our team will conduct the further investigations and get back to you with the best possible resolution of your query within 7-10 business days.

I hope you will understand sometimes due to technical error this might happen; further we have highlighted this issue to our team and taking the lead they are trying to provide you with hassle free amenities.

Hope you find this helpful. Please reach us back in case of discrepancy. We appreciate your loyalty to Hilton.

Wishing you a serene day ahead!"

I wouldn't mind the QF to HH exchange if they're using that exchange rate!
 
I am unsurprised to advise that as a HH Diamond, things went no better for me in "Operation: Accurate QFF Points Transfer". In fact, I'm now even more confused and disgruntled than when I began, and stuck for another while before I am allowed to follow up with them again...

Here's what Ritika said first up, when I chased down my missing 5,400 QFF points (should have received 6,000 QFF for my 40,000 HH points):
Upon checking your account and I can see that the exchange was made on Nov 7, 2023, please note that it takes 60 days for your exchange to be processed. Please allow this timeline, to receive the credit to your respective account. Your understanding and patience will be greatly appreciated.

If you still do not received the miles credit after the given time frame, kindly write us we will create a case file.

If you have any further questions, please don’t hesitate to contact us. We are happy to assist you.

As I could already see a HH points credit in my QFF account, though missing 90% of it's value, I felt I should follow up. I indicated that their system appears to be miscalculating the conversions for Qantas at 150 QFF points per 10,000 HH points, instead of 1,500 QFF points, per 10,000 HH points. Next, Rashmi had a go at soothing my frustration:
Hi Matt,

Please know, I have reviewed and found that conversion ratio of your Hilton Honors points into Qantas is 1,500 Qantas Points per 10,000 Hilton Honors Points. That is the reason, you received 6,000 Qantas Points per 40,000 Hilton Honors Points.

I hope my response is helpful and you will give us another chance to restore your faith in our brand.

Ummm... yeah; nah... let's try again... I responded to suggest that her response was not at all helpful, and to help me understand why I had received 600 instead of 6,000 QFF points. Here's Rashmi for round 2:
Hi Matt,

After carefully reviewing your Hilton Honors account and I have found that 40,000 points are already deducted from your account. In the first instance, you received 10% of 6,000 Qantas Points. After completion of 30 days, you will be received remaining points (5,400 Qantas Points).

Please feel free to ask if you have questions and thank you for being a Loyal Guest of Hilton! Good day ahead.

Wait - what? So the points transfers are split 10%/90%, and on purpose? Why? Do they at any point make this known in the process? I had to know, so got back on the keyboard for what would be my final attempt at an acceptable answer. Take it away, Lamkhotinkai!:
Greetings for the day! My name is Lamkhotinkai from the Hilton honors team and I see you were chating with our agents regarding points exchange.

I do understand your concern that you've not received the full number of points to your travel partner Qantas account for transferring/exchanging Hilton honors points, however, as email team we are not able to confirm from our end.

Kindly note that at first instance, the conversion if of 10% percent and the remaining 90% percent usually takes 4-6 weeks from the date of points exchange.

Notes: We do not have any terms and conditions for convenrison of 10% and thereafter, 90% of points.
My brain now fully fried, and with 3 different time frames provided over 4 responses, I'll just put my feet up for a bit and get back to them after the average of these at 41 days, I guess. Anyone want to wager on whether the other 90% show up without intervention before then? Yeah; thought so. :D

Cheers,
Matt.

p.s. does anyone know what a convenrison is? Does it relate somehow to chating? :p
 
Disappointing was hoping you would have better luck than me.

Not unlike the offshore QF agents it is clear these guys are just making stuff up rather than properly investigating and raising an IT ticket. This attitude that it's better to delay than resolve is puzzling. It's a pain that it goes to a different agent everytime and there is no clear escalation path.

Very glad I only converted the minimum cause I'm sure I'll never get what is owed. Wonder if posting the mistake on social media might see some action, it is bloody obvious whomever coded the conversion has left off a zero?

Wondering if AFF @Mattg could officially contact Hilton Honors for comment as this is obviously not just a one off issue and they are advertising a redemption they are not honouring.
 
Has anyone considered the FT lurker. I thought I posted about them before but I think they are still around
 
Has anyone considered the FT lurker. I thought I posted about them before but I think they are still around
You mean post the issue/question on FT as well? It’s not really a big enough issue for me to open up more lines of enquiry just yet, but if the missing 90% fails to show after 30 days / 4-6 weeks / 60 days, I’ll give it a shot! 🤓
 
@dairyfloss issue finally resolved.

Parna it seems did raise a genuine case file number which has finally been actioned by Debbie who I would guess from the email with proper grammar is in the USA and not an Indian/Philippines call centre.

Todays email

"Dear Lynda2475,

I do apologize that all of your miles did not post. If there is a problem such as incorrect posted, incorrect frequent flyer was used, etc. then you can contact us immediately to [email protected] and we can get that corrected for you. I have forwarded your information to Qantas to add the remaining miles. We will email you once we hear back from them.

Thank you for your loyalty. I hope you have a wonderful rest of the day.

Best Regards,

Debbie W.
Member Services"

and sure enough the missing 1,350 points in my QFF account already :)
1701397402132.png

So Matt I suggest you email [email protected] to get yours resolved.
 
Back
Top