How COVID-19 stranded 370,000 points — reader mistake story

Mar 27, 2020

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Today, I want to share a story from TPG reader Jordan, who is unsure what to do with points left over from a recently canceled trip:

Last spring, my parents booked a 30-day cruise on the Crystal Symphony (their ship of choice), traveling from Singapore to Rome in April of 2020. After years of preaching to them about points and getting them to move all their spending to the Chase Sapphire Reserve and Chase Freedom Unlimited, this was the chance for me to show them some points magic! I set calendar reminders for when award tickets would go on sale almost a year in advance.

Success! I was able to grab Singapore KrisFlyer Saver awards in business class for 95,000 points each for the outbound trip. I then took advantage of the 30% transfer bonus from Chase to British Airways to book return tickets for 90,000 points each (chosen for an easy connection from Rome back to their home airport of New Orleans). My parents were pleased that this hobby (obsession) I’d put them on had saved them approximately $15,000, and I was thrilled to get them an average return of 4.05 cents per point!

Fast forward to our global situation in 2020 dealing with COVID-19, and the cruise has been canceled. Crystal Cruises has been more than generous, offering a full refund plus a 25% credit toward a future cruise and $500 each for airfare compensation. However, now my parents have 370,000 points locked up with two different foreign airlines. Given the current situation, I don’t know if there’s any hope of getting those points back to Chase; if not, I don’t know how they should put those points to use with the respective airlines or alliances.

The information for the Chase Freedom Unlimited has been collected independently by The Points Guy. The card details on this page have not been reviewed or provided by the card issuer.

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This story strikes me as bad luck more than a mistake on Jordan’s part, but there is a lesson to be learned nonetheless. Any time you transfer points to an airline or hotel partner, there’s some risk that the award you have in mind won’t pan out. The availability you see upon transferring might disappear before you’re able to book, or you might find that availability never existed in the first place; whatever the reason, your rewards could end up stuck with a program that’s no longer of immediate use to you. As a result, you should at least consider what your backup plan would be if your points were unexpectedly marooned. If you can’t think of any other practical use for your points in the program you’re transferring to, that should factor into your decision to transfer in the first place.

It’s not unheard of for a loyalty program to reverse a transfer, but it’s rare, and in my experience is reserved for cases involving a clear error committed by one of the programs involved. That’s not the case here, so while it doesn’t hurt to ask, I would be surprised if either British Airways or Singapore Airlines were willing to entertain the idea. The silver lining for Jordan’s parents is that both the Avios program and the KrisFlyer program have myriad uses, with sweet spots they can take advantage of for future domestic and international travel. Both programs also have fairly benign expiration policies, so they don’t have to worry about redeeming their transferred points right away.

Related: Should I travel? Advice for the coronavirus outbreak

I appreciate this story, and I hope it can help other readers avoid making the same mistake. In appreciation for sharing this experience (and for allowing us to post it online), I’m sending Jordan a gift card to enjoy on future travels, and I’d like to do the same for you. Please email your own travel mistake stories to info@thepointsguy.com, and put “Reader Mistake Story” in the subject line. Tell us how things went wrong, and (where applicable) how you made them right. Offer any wisdom you gained from the experience, and explain what the rest of us can do to avoid the same pitfalls.

Feel free to also submit your best travel success stories. If your story is published in either case, I’ll send you a gift to jump-start your next adventure. Due to the volume of submissions, we can’t respond to each story individually, but we’ll be in touch if yours is selected. I look forward to hearing from you, and until then, I wish you a safe and mistake-free journey!

Featured photo by JEAN-PIERRE MULLER/AFP/Getty Images.

Chase Sapphire Preferred® Card

WELCOME OFFER: 80,000 Points

TPG'S BONUS VALUATION*: $1,600

CARD HIGHLIGHTS: 2X points on all travel and dining, points transferrable to over a dozen travel partners

*Bonus value is an estimated value calculated by TPG and not the card issuer. View our latest valuations here.

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More Things to Know
  • Earn 80,000 bonus points after you spend $4,000 on purchases in the first 3 months from account opening. That's $1,000 toward travel when you redeem through Chase Ultimate Rewards®.
  • 2X points on travel and dining at restaurants worldwide, eligible delivery services, takeout and dining out & 1 point per dollar spent on all other purchases.
  • Get 25% more value when you redeem for airfare, hotels, car rentals and cruises through Chase Ultimate Rewards. For example, 80,000 points are worth $1,000 toward travel.
  • Get unlimited deliveries with a $0 delivery fee and reduced service fees on orders over $12 for a minimum of one year on qualifying food purchases with DashPass, DoorDash's subscription service. Activate by 12/31/21.
  • Earn 5X points on Lyft rides through March 2022. That’s 3X points in addition to the 2X points you already earn on travel.
Intro APR on Purchases
N/A
Regular APR
15.99%-22.99% Variable
Annual Fee
$95
Balance Transfer Fee
Either $5 or 5% of the amount of each transfer, whichever is greater.
Recommended Credit
Excellent/Good

Editorial Disclaimer: Opinions expressed here are the author’s alone, not those of any bank, credit card issuer, airlines or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities.

Disclaimer: The responses below are not provided or commissioned by the bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the bank advertiser. It is not the bank advertiser’s responsibility to ensure all posts and/or questions are answered.