Here are some answers to the most commonly asked questions about our Frequent Flyer Concierge service.

Frequent Flyer Concierge is a paid service available to Frequent Flyer Solutions and AFF members.

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 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. This will be charged as a one-way request.

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.

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

If you do not have enough points to cover the trip you wish to book, we will unfortunately be unable to assist you.

See our article Where Can Your Points Take You? for more information about how many points you would need for common flight redemptions.

Once you have requested an assessment, we will generally respond within 1-2 business days. Then, after the initial payment, we will be in touch within 5-10 business days with information on suitable flights. (We’ll often get back to you even quicker than this, but it may take up to 5-10 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.

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 recommend you proceed to payment if we do not believe we will be able to find any flights.

If your timing allows, we can continue searching for award seats in the event that we don’t find you seats immediately.

In the rare occasion we can’t find you seats, we will offer you a discount on your next enquiry. The discount price is based on the assessment level we provided you with (i.e an assessment stating that it’s extremely likely we will find you a seat, will result in a high discount).

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.

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.

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.

No.

There are often more award seats available than what is showing on airline websites. Using our specialised knowledge and tools, we can often find seats that are only available by booking over the phone or searching in a particular way on the airline’s website. However, we do not have access to “extra” award inventory that the general public could not book.

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.

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.