r/awardtravel • u/A2nDriv3r • 11h ago
DP: Qantas reversed a 398K point transfer after phantom award space
Wanted to share a data point since I saw others hit the same issue. Qantas’s site was showing JAL first class award space (DCA/IAD–JFK/ORD–HND) that didn’t actually exist — every booking attempt failed with system errors, and a Qantas agent later confirmed on the phone that the seats were never real.
Rookie mistake on my end: I transferred first and tried to book second. ~400K Amex MR points went to Qantas before I’d actually locked in the seats, which Amex normally treats as irreversible. Lesson learned — call and verify availability before transferring, not after.
I filed complaints with Qantas, Amex, and the Airline Customer Advocate (ACA), kept everything in writing, and pushed back when initial reps said nothing could be done.
About 7 weeks later, Qantas Executive Relations agreed in writing to reverse the points as a “one-off goodwill gesture.” It just landed.
Takeaways:
• Verify availability by phone before transferring
• Document every error code and rep name
• Escalate past first-line support — don’t assume “irreversible” is final if the airline’s system was at fault
• Pester the airline as much as possible — persistence is what got this resolved