Phantom award space: What it is and ways to avoid it
Editor's Note
Imagine you've checked award space daily for weeks or months. You finally found the award space you've been searching for and transferred rewards to book your award. But you get an error message when you try to make the booking because there actually isn't any available award space for your itinerary. Congratulations, you've just been played by "phantom award space."
Phantom award space is when award seats appear online but aren't actually bookable. This issue sometimes occurs when the partner airline shows the wrong inventory. Or perhaps award space was available at some point but got booked up and the system hasn't updated yet to reflect that.
Phantom award space is one of the most frustrating aspects of the award travel world, especially because transfers from flexible rewards programs are usually irreversible. In this guide, I'll discuss some steps you can take before transferring your rewards to avoid being deceived by phantom award space.
Why you should care about phantom award space
Before we dive in, let me explain why you should even care about phantom award space. Although it's getting rarer, it still exists. Phantom award space mostly affects those looking to transfer rewards from loyalty programs, such as American Express Membership Rewards points, Marriott Bonvoy points or Chase Ultimate Rewards points, to an airline to book a partner award.
Let's say you want to transfer Amex points to Avianca LifeMiles to book a United Airlines flight. You'd likely do this because the airline you want to fly isn't a transfer partner of the currency you're trying to redeem or because you can book through a partner airline loyalty program at a lower rate.
But the problem occurs if you transfer your rewards and aren't able to book the flights you want. You typically can't reverse a transfer, so your rewards become stuck in that program. Transferable rewards are valuable because you can transfer them to many different airline and hotel programs. But, once you've transferred them to a particular program, you're limited to redeeming them within that program, inherently making them less valuable.
Related: Why transferable points are worth more than other rewards
Book directly when possible
The easiest way to avoid the risk of phantom award space is by booking directly with the operating carrier.
The root of the phantom award space problem is often a communication error between a loyalty program's booking engine and the inventory management system of the partner airline. Therefore, you'll usually find the most accurate information on an airline's own website.
Another problem is that some loyalty programs reserve award space for their members. For instance, Lufthansa generally doesn't release first-class award space to partner programs until roughly 15 days before departure. Meanwhile, Singapore Airlines usually doesn't release long-haul premium-cabin award space to its partners.
Related: 10 apps and websites that make award redemptions easier to find
Do your homework on the airline
Some airlines are known for showing more phantom award space than others, so it's important to familiarize yourself with the program you're trying to book through. For instance, American Airlines AAdvantage, United MileagePlus and Singapore KrisFlyer are some of the worst offenders for showing phantom awards.
It's equally important to research the airline you're hoping to fly. For instance, because Singapore KrisFlyer is known for not releasing long-haul premium-cabin awards to partners, you should know that if you see it on another airline's site, there's a good chance it's a mistake.
Related: The complete guide to searching award space on Roame.travel
Try getting to the checkout page
One of the easiest ways to check if the award space you see is real is to go through the booking process.
While this strategy isn't foolproof, you'll often get an error message before the checkout page if the award space isn't available. So, if you can get to the payment page, there's a good chance you're looking at real award space that you can book.
Just be aware that some programs will only let you get to this point if you have enough miles in your account to book the award (or at least a good portion).
Related: Complete guide to airline and hotel transfer partners for the major credit card programs
Hold your award
Some airlines let you put award tickets on hold before booking. You should consider doing so when given the opportunity, as this often suggests the airline will be able to ticket the award. This also gives you extra time to move transferable rewards to your airline loyalty account.
Programs that allow you to hold partner awards include Air France-KLM Flying Blue, American AAdvantage, Lufthansa Miles & More, Turkish Airlines Miles&Smiles and Virgin Atlantic Flying Club. Just note that a hold isn't always a guarantee that the space will remain available, so you should try to book the award as soon as possible after putting it on hold.
Related: Here's what you need to know to lock in airfare, and then keep shopping for a better price
Cross-check award availability
One of the most important steps for verifying award space is to search for the same flight through another partner. If the award is bookable through multiple partner programs, then chances are the award space you found is legitimate.
We have detailed guides on the best websites for searching award availability with each of the major alliances:
- The best websites for searching Oneworld award availability
- The best websites to search for Star Alliance award availability
- The best websites for searching SkyTeam award availability
If you have a paid ExpertFlyer (owned by TPG's parent company, Red Ventures) account, you may also be able to find and check award space with the service.
Related: Check seasonal flights for better award availability and pricing
Call the frequent flyer program
Perhaps the safest option is to call the customer service desk for the mileage program you plan to book with and have it manually confirm whether the award space you found online exists before you transfer rewards into the program.
However, calling may also help if you moved transferable rewards into the program but then were unable to book the seemingly available space online. Occasionally, you may be able to book an award over the phone that you can't book online. But even if the award space you saw online is indeed phantom, you can kindly request that the agent check whether the operating carrier can manually open up the award inventory and honor what you see online. If the agent or operating carrier is unwilling, you can ask that the mileage program provide a comparable alternative on its metal.
It's possible — even likely — that these requests will be time-consuming and unsuccessful. But TPG director Andrea Rotondo once successfully convinced United MileagePlus to open up business-class award space after the program displayed phantom Austrian Airlines-operated award space. Here's the advice a United spokesperson gave TPG for customers who may experience a similar issue:
United offers a huge selection of award flights operated by both United and partner airlines and members can book these flights through united.com and our mobile app. Award availability constantly changes as customers book flights. If a customer transfers their miles to United, our contact centers can assist with confirming which awards are still available and help them find an option to use their miles.
Related: Best frequent flyer programs for US travelers
Ask to reverse your transfer
Suppose you've already transferred your rewards and determined there's no way to redeem them for your originally intended ticket. In that case, you could ask your credit card company and/or the mileage program to reverse the transfer.
The chances of reversing a transfer are extremely slim, so don't be surprised if this doesn't work. That said, it has happened — most recently, for some Aeroplan members who'd transferred rewards to book a mistake fare that Aeroplan didn't honor — so it doesn't hurt to ask. Be polite, but plead your case as best you can and demonstrate that the airline committed a clear error that made you unable to use the rewards you'd transferred.
Related: Use your points and miles to book these popular international flights
Bottom line
Phantom award space is one of the most annoying aspects of the award travel world. However, with a little effort, you can corroborate whether the seats you want to book are available and avoid getting your hard-earned rewards stuck with a program you don't use.
TPG featured card
Rewards
| 4X | Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 4X | Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 3X | Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com. |
| 2X | Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com. |
| 1X | Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases. |
Intro offer
Annual Fee
Recommended Credit
Why We Chose It
There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)Pros
- 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
- 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
- Packed with credits foodies will enjoy
- Solid welcome bonus
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
- Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
- $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
- $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
- Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.
Rewards Rate
| 4X | Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 4X | Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 3X | Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com. |
| 2X | Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com. |
| 1X | Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases. |
Intro Offer
You may be eligible for as high as 100,000 Membership Rewards® Points after spending $6,000 in eligible purchases on your new Card in your first 6 months of Membership. Welcome offers vary and you may not be eligible for an offer.As High As 100,000 points. Find Out Your Offer.Annual Fee
$325Recommended Credit
Credit ranges are a variation of FICO® Score 8, one of many types of credit scores lenders may use when considering your credit card application.Excellent to Good
Why We Chose It
There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)Pros
- 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
- 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
- Packed with credits foodies will enjoy
- Solid welcome bonus
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
- Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
- $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
- $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
- Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.