Points Advisor Service FAQs

Q. Can anyone find available award flights? Does Points Advisor have access to different award flight inventory than the general public?

Points Advisor has the same access as you do to find available award flights. However, our team of experienced agents has extensive experience in searching on multiple platforms and finding creative solutions for your needs. We constantly search the availability of major routes on major airlines, saving you time so you can focus on the things you love. It’s important to note that finding rare flights, such as classic award seats on platforms like Qantas, requires frequent and thorough searching for your desired airports.


Q. How much does it cost for you to find and secure a redemption flight for me?

Typically our redemption service for a one way flight from Australia to Europe is $275, in Business Class, and $355 in First Class, or $375 for return Business Class flights, and $495 for return First Class flights. Points Advisor DFY members get 10% of our service fees. 

These are quoted for one stop flights on a single ticket, on one redemption platform. The prices will vary depending on your destination, routing, the complexity of the booking.

Q. How do you redeem points for my flights? Why do you need access to my account?

Currently, airlines require award flights to be booked directly through the loyalty member’s online login or over the phone. In order to book the award flights on your behalf, we will need authorized access to your account. Rest assured, we prioritize the security and privacy of your information. All points will be deducted from your loyalty membership account, and any applicable taxes will be charged to your card by the airline. After we complete the redemption service, we recommend changing your password for added security.

Q. Do you charge a fee for award flight searches?

A typical Solution Finder fee from $155/person applies for our team to search and find you suitable flights. All new members who join our membership program will receive a complimentary search as part of their benefits.

Additional fee may apply if the flights involve more than one stop, or require multiple platforms for the one way trip.
This fee can be used as a credit towards our DFY redemption service fee which includes searching and redeeming on your behalf through your airline loyalty program. Points Advisor DFY members get 10% of our service fees. 

Q. I’m confident in doing redemption myself, can I request the search only service, and how much does it cost?

A typical $195/person success fee applies for our team to search and find you suitable flights, from Australia to Europe, with one stop, or $255 for first class.
No Success, No fees! A solution finder fee will be charged before we start our searches on multiple redemption platforms to find you the best option. If we are not able to find you a solution, we will refund your fees.
Additional fee may apply if the flights involve more than one stop, or require multiple platforms for the one way trip.
Points Advisor DFY members get 10% of our service fees. 

Q. Why are search or redemption fees charged per person?

The process of finding award flight availability becomes increasingly challenging and time-consuming when multiple people are traveling together. Each individual’s travel preferences, schedules, and requirements need to be considered and coordinated. Therefore, search or redemption fees are charged per person to account for the additional effort and resources required to secure suitable options for each traveler in the group. This ensures that our team can dedicate the necessary time and attention to finding the best possible redemption flights for everyone involved.

Q. Will you service my booking after the redemption flight is completed?

After the redemption flight is completed, we do not provide ongoing servicing of the booking. The airlines will directly contact you regarding any flight schedule changes or cancellations. However, as part of our service, we do offer assistance with meal selection, seat allocation, and special service requests. We will ensure that these requests are included in your booking to enhance your travel experience. Should you require any further assistance or have any concerns, we are always here to provide guidance and support.

Q. What should I do if my booking gets canceled/changed by the airline?

If your booking gets canceled or changed by the airline, we recommend contacting the airline directly for assistance. As the bookings are issued by the airline under your account, we do not have access to make changes or manage those bookings. The airline’s customer service team will be able to provide you with the necessary support and guidance to address any cancellations or schedule changes. Should you require any further assistance or have any concerns, we are here to provide guidance and support throughout the process.

Q. Can I cancel or change my redemption flights?

Certainly! If you need to cancel or make changes to your redemption bookings, please note that our redemption service fee is non-refundable.

When canceling, the airlines will refund the points and taxes, minus any applicable cancellation fees. If you wish to make changes to your booking, the fees will be determined by the fare rules set by the airline. In such cases, a new redemption service fee will apply if you would like us to assist you in finding available award flights on different dates.

It’s important to be aware that there may be a difference in points and taxes between your original ticket and the new one, which will be charged or refunded by the airline.

Q. What is a Points Heath Check Why do I need it?

This is a 15-30 minute consultation with one of our point advisors, who will help you earn more points according to your spending pattern, point earning capacity, and your travel preferences, as well as offer advice on how to use your points wisely to maximum the value of your points. All Points Advisor DFY members get a complimentary Points Heath Check.

Q. Will you be able to book land activities, cruises or holiday packages?

Absolutely! As a fully licensed travel agency and experts in luxury travel, we are here to assist you in planning your dream getaway. Our range of services includes not only flights and accommodation but also cruises, land activities, holiday packages, tours, rail travel, groups and charter arrangements, travel insurance, and much more. We would be delighted to help you create a memorable and seamless travel experience. Simply let us know your preferences and we will take care of the rest. Feel free to reach out to us for any assistance or inquiries.

Q. Will you be able to book cash flights?

Absolutely! As the only IATA accredited travel agency specializing in First and Business Class travel, we have the expertise and knowledge to help you book cash flights. We understand that for First and Business Class travelers, it’s important to have the option to evaluate both points and cash options. Our experienced flight consultants can provide you with comprehensive assistance and guidance in choosing the best flight options based on your preferences and requirements. Whether you prefer to book with points or pay with cash, we are here to ensure you have a seamless and enjoyable travel experience. Please feel free to reach out to us for any inquiries or assistance with booking your cash flights.