Here are some answers to the most commonly asked questions about our Award Flight Assist service.

Award Flight Assist is available to Frequent Flyer Solutions members! If you aren’t already a member, simply create an account for free.

From October 2021, please note that we are only accepting requests from customers who are fully vaccinated against COVID-19, will be vaccinated by the time of their trip, or are exempt from the COVID-19 vaccination requirements set by the Australian government, other countries and airlines (e.g. children under 12).

At this time, we are only accepting requests for travel to/from Australia from February 2022.

While some Australian states & territories have now removed inbound quarantine requirements, award flight availability is still limited while the backlog of Australians trying to return home is cleared and airlines adjust their flight schedules.

We will open up bookings for earlier travel dates once more airlines have finalised their flight schedules for the coming months.

It is your own responsibility to ensure you are eligible to enter your destination and to familiarise yourself with COVID-19 entry requirements, including possible pre-flight testing and quarantine requirements.

Your consultant will be familiar with key COVID-19 entry and transit requirements for major countries and transit airports around the world, and will not recommend an itinerary that involves transiting through a country that is not currently allowing international transits. But we will assume you have checked that you are eligible to enter your final destination/s. You can do this using the Sherpa website or by checking official government websites, including the Australian Government Department of Home Affairs website for information about travel to/from Australia.

Your consultant will provide links to official information about entry requirements for each country involved in your journey, but it is your responsibility to check this information. Please note that COVID-19 travel requirements are subject to change and may be different when you take your trip.

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.

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. Therefore, the best time to contact us is around 11 months before you plan to complete your trip. That way, we’ll be able to check real-time award availability and confirm that the recommended flights are available for booking.

Read more: When is the Best Time to Book Award Flights?

Once you have requested a quote, we will generally respond within 1 business day. Then, after the payment and second questionnaire have been completed, we will be in touch within 5 business days with information on suitable flights. (We’ll often get back to you even quicker than this, but it may take up to 5 business days during busy periods.)

Your dedicated award travel consultant will send you a PDF document with detailed information about available flight options and clear booking instructions. (You can download a sample report here.)

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

All quote requests are assessed by a member of our team. We will not request payment if we do not believe we will be able to find any flights. In the unlikely event that you do pay for the Award Flight Assist service and we are unable to find any flights that match the criteria in your quote request, we will provide a full refund. However, we are unable to provide a refund if we do find a suitable flight/s and you choose not to book it.

Yes. While we believe our report is complete and comprehensive, we are happy to provide follow-up email support if you need assistance with completing your booking.

From October 2021, we also offer complimentary assistance with rebooking your trip up to one time in the event your flight/s is cancelled or new COVID-19 travel restrictions are introduced after completing your booking that impact your journey. You’ll still need to contact the airline yourself to make changes to your booking, but we can assist you with finding alternative flights if the flights we originally suggested no longer work.

If you need further assistance from us with rebooking your trip more than once, this will incur an additional fee of 50% of the original amount paid on each additional occasion. This is to cover your consultant’s time. A rebooking fee of 50% of the original charge will also apply for assistance with rebooking your trip if your journey is not impacted by flight cancellations or new COVID-19 restrictions that were not in place at the time of your original booking.

If you choose to cancel and would like assistance with booking a completely new trip, this would be considered a new request and charged accordingly.

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, Alaska Airlines Mileage Plan, 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.

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.

No. We will certainly take your preferences into account and if you would like to fly on a certain airline/s, we’ll do our best to make this work if possible. But award availability is limited and award seats are not released on all routes and airlines. If there is no availability on the airline/route you’ve requested, we’ll have to look at alternatives using partner airlines and/or other routes.

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 5. If you would like to use points to book flights for more than 5 passengers, you may still request a quote. However, please understand that we may not be able to find award seats for all passengers on the same flight/s.

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.

Unfortunately, our service is currently limited to award flights.

Feel free to Contact Us with any additional questions you may have.