Shortchanged when transferring Hilton Honors points to Qantas

[Lynda2475]

Be wary of exchanging HH points for QFF points - false advertising.

I was a little short of QFF points for a reward flight and because I rarely stay at Hilton I though Id convert 10k point to 1.5k QFF points rather than buy wine i didn't need. I know its terrible exchange rate but I was never likely to use the HH points; as I have higher status with IHG and Accor+.

Now Hilton site says:



but they actually only gave me 150 QFF points, only 10% of what I was entitled per below



Anyone have an email address so I can dispute this?

Contact Us only has a form which doesn't allow attachments.

 

[justinbrett]

Be wary of exchanging HH points for QFF points - false advertising.

I was a little short of QFF points for a reward flight and because I rarely stay at Hilton I though Id convert 10k point to 1.5k QFF points rather than buy wine i didn't need. I know its terrible exchange rate but I was never likely to use the HH points; as I have higher status with IHG and Accor+.

Now Hilton site says:

View attachment 350829

but they actually only gave me 150 QFF points, only 10% of what I was entitled per below

View attachment 350830

Anyone have an email address so I can dispute this?

Contact Us only has a form which doesn't allow attachments.

That's surely a mistake.

Email is [email protected]

 

[Lynda2475]

That's surely a mistake.

That is what I am hoping, just hope they resolve it.

Email is [email protected]

Thanks, email sent will see what happens.

 

[Sprucegoose]

Be wary of exchanging HH points for QFF points - false advertising.

I was a little short of QFF points for a reward flight and because I rarely stay at Hilton I though Id convert 10k point to 1.5k QFF points rather than buy wine i didn't need. I know its terrible exchange rate but I was never likely to use the HH points; as I have higher status with IHG and Accor+.

Now Hilton site says:

View attachment 350829

but they actually only gave me 150 QFF points, only 10% of what I was entitled per below

View attachment 350830

Anyone have an email address so I can dispute this?

Contact Us only has a form which doesn't allow attachments.

Contact the ACCC.

 

[justinbrett]

Contact the ACCC.

Call Hilton first.

 

[Sprucegoose]

Call Hilton first.

You could do that; however, Hilton held their end of the bargain and took 10,000 points..................... The landing with Qantas was bumpy.

https://www.qantas.com/au/en/frequent-flyer/partners/hilton-honors.html#:~:text=To%20convert%20your%20Hilton%20Honors%20Points%20into%20Qantas,conversion%2C%20which%20is%20equivalent%20to%201%2C500%20Qantas%20Points.

 

[Lynda2475]

Absolute joke of a response

"Thank you for your inquiry regarding points exchanged. We appreciate you taking the time to contact us. I am Drishti from the Hilton Honors team.

Please note, it takes up to 30 business days to get points into the account. If you still haven't received complete points after this timeframe I will suggest you to contact your travel partner as 10,000 points have been deducted from your account from our end.

As always, thanks for traveling with us and please let us know if you have any other questions"

It is clear that Drishti only looked at what was taken out of my account and in no way looked at what their batch job sent to Qantas. It is pointless to contact Qantas, as they just post what they receive, there was no calculation done on Qantas' end at all.

 

[Lynda2475]

You could do that; however, Hilton held their end of the bargain and took 10,000 points..................... The landing with Qantas was bumpy.

But the conversion was done by Hilton, not Qantas. Qantas just post what they receive from 3rd parties.

If I was converting Qantas point to Hilton Honors then it is for Qantas to fix, but in this case Hilton sent 1/10 of what they were supposed to. So there was either a manual error by the team who process the request (noting it took 5 days to flow through) or in the logic of their batch process which did the posting.

I suspect Im never going to get what I am due.

 

[justinbrett]

You could do that; however, Hilton held their end of the bargain and took 10,000 points..................... The landing with Qantas was bumpy.

https://www.qantas.com/au/en/frequent-flyer/partners/hilton-honors.html#:~:text=To%20convert%20your%20Hilton%20Honors%20Points%20into%20Qantas,conversion%2C%20which%20is%20equivalent%20to%201%2C500%20Qantas%20Points.

ACCC don't take kindly to complaints that you don't try to resolve at the lowest level first.

But the conversion was done by Hilton, not Qantas. Qantas just post what they receive from 3rd parties.

If I was converting Qantas point to Hilton Honors then it is for Qantas to fix, but in this case Hilton sent 1/10 of what they were supposed to. So there was either a manual error by the team who process the request (noting it took 5 days to flow through) or in the logic of their batch process which did the posting.

I suspect Im never going to get what I am due.

I would forward the email you received to [email protected] - you'll either get confirmation it's nothing to do with QF that you can then send on to Hilton, or perhaps QF have someone who can contact Hilton directly to resolve it.

It's obvious someone just left off a zero.

 

[Sprucegoose]

I am not sure if I have directly dealt with Drishti previously, however I would suggest there is a converison formula

But the conversion was done by Hilton, not Qantas. Qantas just post what they receive from 3rd parties.

If I was converting Qantas point to Hilton Honors then it is for Qantas to fix, but in this case Hilton sent 1/10 of what they were supposed to. So there was either a manual error by the team who process the request (noting it took 5 days to flow through) or in the logic of their batch process which did the posting.

I suspect Im never going to get what I am due.

You are spot on.......it is a Qantas problem; if you can demonstrate that your Hilton account has been debited with 10,000 points and, in return, you only received 150 QFF points, that should be sufficient to demonstrate that Qantas has failed to deliver.

It is pointless concerning yourself as to how the process is expected to work with counterparties, etc;

I would focus on the failed delivery of points. Qantas has form from last century on not delivering promised points and is well known to the ACCC.

 

[Lynda2475]

Ive emailed Qantas Frequent Flyer but never ever have I received an response from them on other matters, usually have to call and Manilla is so painful to deal with.

I also replied to Hilton asking them to escalate as it is clear the wrong amount was sent.

I will report back.

 

[justinbrett]

I am not sure if I have directly dealt with Drishti previously, however I would suggest there is a converison formula


You are spot on.......it is a Qantas problem; if you can demonstrate that your Hilton account has been debited with 10,000 points and, in return, you only received 150 QFF points, that should be sufficient to demonstrate that Qantas has failed to deliver.

It is pointless concerning yourself as to how the process is expected to work with counterparties, etc;

I would focus on the failed delivery of points. Qantas has form from last century on not delivering promised points and is well known to the ACCC.

That's not how it works at all, Hilton buys Qantas points from Qantas which is what they give you in return for your Hilton points.

The Hilton/Qantas relationship is one way, you can't convert Qantas points to Hilton, making Hilton no different to Uber / BP / Woolworths / Credit cards etc - and any issue with earning points from those partners have to be taken up with the partners directly. Qantas is not the one awarding the points.

 

[Sprucegoose]

It is clear that Drishti only looked at what was taken out of my account and in no way looked at what their batch job sent to Qantas. It is pointless to contact Qantas, as they just post what they receive, there was no calculation done on Qantas' end at all.

I would be interested in how you resolve this - tabulation/transposition error.

That's not how it works at all, Hilton buys Qantas points from Qantas which is what they give you in return for your Hilton points.

Your insights are precient. I wasn't aware of the back-office arrangements, thanks.

The Hilton/Qantas relationship is one way, you can't convert Qantas points to Hilton, making Hilton no different to Uber / BP / Woolworths / Credit cards etc

I was at BP the other day, and they asked if I wanted to pay for my fuel with QF Points - indicating a reciprocal commercial arrangement.

 

[Lynda2475]

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.

 

[dairyfloss]

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.

 

[Lynda2475]

Nope no further response, refused to investigate because it hadn't been 30 days. Time for me to follow up again.

 

[dairyfloss]

Nope no further response, refused to investigate because it hadn't been 30 days. Time for me to follow up again.

Thanks - I'll do the same

 

[Lynda2475]

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.

 

[dairyfloss]

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

 

[Lynda2475]

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.