Qantas Frequent Flyer is working to fix an error that saw members earning fewer points than they should have when staying at Accor hotels.
Under the new partnership between Qantas Frequent Flyer and Accor ALL, which launched last month, members of both loyalty programs can link their accounts to receive reciprocal Qantas and Accor benefits.
One of these benefits is the ability for Qantas Frequent Flyer members to earn 3 Qantas points per AU$1 when staying at Accor hotel brands in the Asia Pacific region. This applies when booking hotels direct with Accor, and is in addition to any Accor ALL points and status benefits.
But after recently staying at a Pullman hotel in Brisbane, one AFF member noticed that they had been shortchanged on Qantas points. Their hotel booking had cost $330, but they only received 540 Qantas points instead of the 990 points they should have received based on the advertised earn rate of 3 Qantas points per $1.
Another AFF member noticed the same thing, and worked out that they had actually received 3 Qantas points per Euro spent, rather than 3 Qantas points per AUD as advertised. They also noticed that no Qantas points had been earned on the GST component of their hotel bill – something which Qantas makes no mention of in its advertising or in any of the examples given on its website.
As Accor is a French company, Accor ALL points themselves are earned based on the amount of Euros spent at participating hotels. Where a room is paid for using a different currency, the rate is converted to Euros for the purpose of Accor ALL accrual. But section 5.1 of the Qantas cross reward terms & conditions clearly states that “every $1 (AUD) of Eligible Spend (Hotels) earns three (3) Qantas Points”.
The good news is that Qantas Frequent Flyer is aware of the Accor earn rate error and is now actively working to resolve it. Australian Frequent Flyer understands that this will be fixed in the coming weeks.
Anyone who has received fewer points than they should have for their Accor hotel stay will receive a top-up of the remaining points in the near future. This will be backdated so that nobody misses out on any points. The missing points will be added to Qantas Frequent Flyer members’ accounts automatically, so there is no need to do anything.
Join the discussion on the Australian Frequent Flyer forum: Qantas to launch in-depth partnership with Accor ALL