Cross Reward Terms

Effective 17 November 2021

1. Special Conditions

1.1 The Cross Reward Terms apply to all Linked Members. Linking your accounts constitutes acceptance of these Cross Reward Terms by Linked Members. 

1.2 The definitions in clause 2 apply to these Cross Rewards Terms.

1.3 If there is any conflict between the Terms and conditions of Membership of the ALL Programme, the QFFP Terms and these Cross Reward Terms in relation to the Cross Rewards, then the Cross Reward Terms shall prevail to the extent of the inconsistency. 

1.4 Qantas and Accor reserve the right to make any changes (whether material or otherwise) to the Cross Rewards Terms, including changes to:

(a) rewards or benefits, including the continued availability of rewards or benefits;

(b) reward restrictions or conditions; and

(c) restrictions on earning and/or redeeming Qantas Points or Reward points.

1.5 Accor and Qantas will use their best efforts to advise Linked Members of material changes to these Cross Reward Terms and, if possible, give Linked Members at least 30 days prior notice by posting the updated Cross Rewards Terms on their respective websites.

1.6 Accor and Qantas will each maintain the latest version of the Cross Reward Terms on their respective websites.

2. Definitions

Accor’ means Accor SA, a French public limited company, having its registered office at 82, rue Henri Farman – 92130 Issy les Moulineaux - France, registered with the Trade and Companies Registry of Nanterre under number 602 036 444.

Accor Eligible Channel’ means an Accor distribution channel, such as the Accor website, the Accor booking office, Participating Hotels, or traditional travel agencies booking Eligible Rates on GDSs or via the Accor booking office, but does not include a reseller, tour operator or third party online travel agency such as Expedia.com or Booking.com.

Accor Plus’ means the paid membership program of Accor, for which any individual pays a membership fee and which provides dedicated benefits to this individual. All Accor Plus members are automatically members of the ALL Loyalty Programme.

ALL Loyalty Programme’ means the Accor loyalty program known as the ALL- Accor Live Limitless program, whether owned and/or operated by Accor or any Accor Group companies. 

Classic Members of ALL’ means Members of ALL whose status is Classic, meaning Members of ALL having less than 9 status nights or less than 2000 status points on their ALL Loyalty Programme account. 

Cross Rewards’ means the various benefits available to Linked Members, as described in these Cross Reward Terms.

Cross Reward Terms’ means these terms and conditions, which apply to Members of ALL and QFF Members that decide to link their ALL Loyalty Programme and QFF Program accounts.

Eligible Flights’ has the same meaning as the definition of ‘Eligible Flights’ as set out in the QFFP Terms (as amended from time to time), with the additional requirements that the relevant flight is both operated by Qantas and marketed by Qantas. 

Eligible Rate’ has the same meaning as the definition of ‘Eligible Rate’ as set out in the ALL Loyalty Programme Terms (as amended from time to time). 

Eligible Spend (Flights)’ means the fare paid for the flight including carrier charges but excluding government imposed taxes and fees or optional airline fees such as, but not limited to, change fees, ticketing fees or charges for products such as seats, checked baggage or upgrades.

Eligible Spend (Hotels)’ includes the room rate plus eligible expenses as defined in the ALL Loyalty Programme Terms.

Eligible Stay’ is a stay made at a Participating Hotel for at least one overnight stay in a room, where the booking is made through an Accor Eligible Channel at an Eligible Rate. If this stay is redeemed in full using Reward points, it is not an Eligible Stay.

Linked Member’ means a person that is both a Member of ALL and a QFF Member and has linked their ALL Loyalty Programme account and their QFF Program account as described in these Cross Reward Terms.

Members of ALL’ means persons who are registered as members of the ALL Loyalty Programme.

Participating Hotel’ means the Accor hotels, motels, serviced apartments or other accommodation providers within the geographic area participating in the ALL Loyalty Programme at which Members of ALL can earn Reward points in accordance with the ALL Loyalty Programme Terms.

Qantas’ means Qantas Airways Limited (ABN 16 009 661 901) of Qantas Centre, 10 Bourke Road, Mascot NSW 2020, Australia.

Qantas Points’ means points in the QFF Program. 

QFF Members’ means persons who are registered as members of the QFF Program.

QFF Program’ means the loyalty program known as the Qantas Frequent Flyer program, whether owned and/or operated by Qantas or any other Qantas Group Company.

QFFP Terms’ means the terms and conditions of the QFF Program, which may be found at qantas.com, as amended by Qantas from time to time.

Region’ means the grouping of countries by geographical landmasses, as defined by Accor, including Europe, North and Central America, South America, Middle East, Africa, and Asia Pacific. These groupings can be viewed at https://group.accor.com/en/hotel-development/map-all-regions.

Reward points’ means loyalty points of the ALL Loyalty Programme. 

Terms and conditions of Membership of the ALL Programme’ means the terms and conditions of the ALL Loyalty Programme which can be found at https://all.accor.com/loyalty-program/legal/terms-and-conditions-en.pdfOpens external site in a new window (PDF), as amended by Accor from time to time.

3. Linking your accounts

3.1 You must be both a Member of ALL and a QFF Member and have linked your ALL Loyalty Programme and QFF Program accounts as described in these Cross Reward Terms to participate in Cross Rewards. 

3.2 You can link you accounts via either www.all.com or www.qantas.com. 

3.3 If you link via www.all.com, you must log into your ALL Loyalty Programme account and then either log into your QFF Program account or join the QFF Program using the free join link provided.  You may then link your ALL Loyalty Programme account with your QFF Program account. If you are not yet a Member of ALL, then you must enrol in the ALL Loyalty Programme via all.com. 

3.4 If you link via www.qantas.com, you must log into your QFF Program account and then log into your ALL Loyalty Programme account or join the ALL Loyalty Programme using the free join link provided.  You may then link your ALL Loyalty Programme account with your QFF Program account. If you are not yet a QFF Member, you must join the QFF Program via www.qantas.com. 

3.5 In order to link your accounts, your ALL Loyalty Programme account and your QFF Program account must be in the same first name and surname.  By linking their accounts, Linked Members have agreed to, and accepted, these Cross Reward Terms. 

3.6 You can only link your ALL Loyalty Programme account with one airline partner. If you have linked your ALL Loyalty Programme account with an airline partner other than Qantas and now wish to link your ALL Loyalty Programme account to a QFF Program account, then you will have to first unlink your ALL Loyalty Programme account from the other airline partner.  You can unlink from the other airline partner via your ALL Loyalty Programme member dashboard if available or by contacting the customer care centre. Then, you can link you ALL Loyalty Programme account to your QFF Program account as described above in clause 3.

3.7 Except as set out in clause 3.8, switching from another airline partner to Qantas will only be allowed if you linked your ALL Loyalty Programme account with the other airline partner more than 12 months ago. If your ALL Loyalty Programme account was linked to the other airline partner within the last 12 months, then you will have to wait until a full 12 months has passed before being able to link your ALL Loyalty Programme account to your QFF Program account.

3.8 An exception will be made for any Member of ALL who has changed their residence to a different Region. Those Members of ALL will need to contact the Accor customer care centre in order to unlink their ALL Loyalty Programme account from their other airline partner, and then link of their ALL Loyalty Programme account to their QFF Program account.

4. Cross Reward benefits

4.1 Linked Members are entitled, regardless of their membership status or tier, to earn both Reward points and Qantas Points on Eligible Stays. 

4.2 In addition, depending on the Linked Member’s status or tier in the ALL Loyalty Programme and the QFF Program, the member may earn both Reward points and Qantas Points on Eligible Flights that are both marketed by Qantas and operated by Qantas.

4.3 Linked Members may also be entitled to other benefits as described in clauses 6 and 7 below.

5. Points earning scales and procedures

5.1 When staying at a Participating Hotel in the geographic areas listed below, Linked Members that have completed an Eligible Stay will earn:  

(a) the Reward points and status points that are usually earned by Members of ALL on completing an Eligible Stay in Asia Pacific (Australia, Cambodia, China including Hong Kong SAR and Macau SAR, Fiji, French Polynesia, Indonesia, Japan, Laos, Malaysia, Maldives, Mongolia, Myanmar, New Zealand, Philippines, Singapore, South Korea, Taiwan, Thailand and Vietnam), in accordance with the Terms and conditions of Membership of the ALL Programme; and 

(b) Qantas Points at the following rate: Every $1 (AUD) of Eligible Spend (Hotels) earns three (3) Qantas Points.

5.2 When taking an Eligible Flight that is both marketed by Qantas and operated by Qantas, Linked Members will earn: 

(a) the Qantas Points and status credits that are usually earned by QFF Members on completing an Eligible Flight in accordance with the QFFP Terms; and 

(b) Reward points that will be credited to their ALL Loyalty Programme account as set out in the table below: 

Tier Reward points earned per $10 (AUD) of Eligible Spend (Flights)
Classic Members of ALL
Silver Members of ALL
Nil
Qantas Bronze, Silver and Gold QFF Members Nil
Gold Members of ALL 1
Platinum, Diamond and above Members of ALL 2
Qantas Platinum and above QFF Members 2

5.3 If you buy your ticket in a currency other than AUD, Qantas will convert the amount to AUD. This AUD amount will be used to calculate the Reward points you earn.

5.4 For itineraries that involve multiple flights, the Eligible Spend (Flights) will be calculated based on the proportion of the distance for each Eligible Flight. 

5.5 In order for the Reward points and Qantas Points earned in relation to a stay at a Participating Hotel to be credited, the Linked Member must provide their ALL Loyalty Programme card number when booking and show their ALL Loyalty Programme card to hotel reception when checking in at the hotel.

5.6 In order for the Qantas Points and Reward points to be credited when completing an Eligible Flight, the Linked Member must provide their QFF Program membership number when booking their flight or at check-in.

5.7 Subject to these Cross Reward Terms, Linked Members may be entitled to Cross Rewards for Eligible Stays and Eligible Flights completed after linking their accounts. 

5.8 Cross Rewards will only be available whilst the person remains a Linked Member. If a person unlinks their membership accounts then they are no longer entitled to Cross Rewards.

5.9 Reward points and Qantas Points will normally be credited to the member account within six weeks after the completion of the corresponding stay or flight.

5.10 Cross Rewards only apply to Eligible Stays and to Eligible Flights. No Qantas Points or Reward points are earned in respect of any cancelled flights or cancelled stays.  

5.11 Cross Rewards do not apply to any other Accor stays or Qantas flights. The usual terms and conditions of sale/service or carriage continue to apply to each hotel and each flight.

5.12 If the Eligible Spend (Flights) is not readily available before your Reward Points are credited, your Reward points will be calculated as a proportion of the base Qantas Points (excluding any bonuses) that you earned on that Eligible Flight as follows:

(a) Platinum, Diamond and above Members of ALL and Qantas Platinum and above QFF Members - 2 Reward points earned per 10 Qantas Points if travel was in Business or First class, 1 Reward point earned per 10 Qantas Points if travel was in Economy or Premium Economy class.

(b) Gold Members of ALL - 1 Reward point earned per 10 Qantas Points if travel was in Business or First class, 1 Reward point earned per 20 Qantas Points if travel was in Economy or Premium Economy class.

6. Fast Track to ALL Silver status

6.1 Linked Members that are Qantas Points Club, Qantas Points Club Plus or Qantas Gold tier and above QFF Members who are Classic Members of ALL and who have linked their accounts will benefit from a fast track offer enabling them to reach the Silver status within the ALL Loyalty Programme more quickly. Classic Members of ALL may benefit from this Fast Track offer after linking their accounts as described in these Cross Rewards Terms. 

6.2 The Fast Track offer will be renewed at the beginning of every calendar year. Once a Linked Member attains Silver status within the ALL Loyalty Programme, they will retain such status for the balance of that calendar year and for the next calendar year. 

6.3 This benefit will be available to the Member of ALL as soon as the Member of ALL is or becomes a Classic Member of ALL, even if the Member of ALL had previously attained Silver, Gold, Platinum, Diamond or above status at time of linking their accounts.

6.4 Linked Members that are Qantas Points Club Plus or QFF Program Gold (and above) tier who are Classic Members of ALL will attain Silver status within the ALL Loyalty Programme after completing their first Eligible Stay. 

6.5 Linked Members that are both Qantas Points Club and Classic Members of ALL will attain Silver status within the ALL Loyalty Programme after completing two Eligible Stays (each of at least two nights).

6.6 The Silver status will be processed after the completion of the required Eligible Stays.

7. Qantas Wine Premium membership

7.1 Linked Members:

(a) that are Gold Members of ALL and above; 

(b) that also have an active Accor Plus membership; and

(c) that are at least 18 years old and have an Australian delivery address, 

are entitled to a complimentary Qantas Wine Premium Membership subject to the Qantas Wine terms and conditions. Complimentary joining gift is not available with this offer.

7.2 That complimentary membership will be renewed on a yearly basis as long as the person continues to satisfy the conditions in clause 7.1 above. 

7.3 This benefit is provided and managed exclusively by Qantas. Accor disclaims any and all liability in relation to the existence, presentation, eligibility or compliance to law or regulations of such Qantas Wine offer.

8. Linked Member responsibilities

8.1 Linked Members must not:

(a) act in any way which breaches these Cross Rewards Terms; or

(b) abuse or misuse Qantas Points, Reward points or any rewards, benefits, facilities, services or arrangements provided to the Linked Member under the Cross Rewards Terms;

(c) engage in illegal or fraudulent activities;

(d) supply or attempt to supply false or misleading information, or making a misrepresentation to Qantas or Accor;

(e) selling, assigning, transferring or acquiring, or offering to sell, assign, transfer or acquire any benefit provided under these Cross Reward Terms other than in accordance with the QFFP Terms (in the case of Qantas Points and status credits) or the ALL Loyalty Programme Terms (in the case of Reward points or Status Nights);

(f) act in a hostile, abusive, insulting or aggressive way towards any Qantas Group or Accor Group staff;

(g) act in an unruly manner on board a flight or in any airport lounge or in any hotel; 

(h) refuse to follow reasonable instructions from any Qantas Group or Accor Group staff.

8.2 If a Linked Member has committed a material breach of any of the Cross Rewards Terms, whether intentionally or otherwise, then Accor or Qantas may do any one or more of the following:

(a) suspend or terminate the Linked Member's membership;

(b) reverse or cancel any Qantas Points or Reward points awarded under the Cross Rewards Terms;

(c) cancel or refuse to honour any rewards or benefits or both, that have been redeemed by or provided to the Linked Member.

8.3 The termination of a Linked Member’s Cross Rewards membership may result in the cancellation of all Cross Rewards benefits. This suspension or termination shall be without prejudice to either Qantas’ or Accor’s rights to take action with respect to the Member.

8.4 If Qantas or Accor intends to take action under clause 8.2, it will notify the Member of its intention and the reason for that action. The Member will then have 14 days to respond to the notice by rectifying the breach (where possible) and providing any reason why Qantas or Accor should not take action (provided that Qantas Loyalty or Accor may suspend the Member's account and cancel any Rewards until any review is completed). Qantas Loyalty or Accor will review the response and advise the Member of its decision.

9. Personal data

9.1 Linked Members consent to Accor and Qantas collecting, using and disclosing personal data related to their stays and flights (as described in clause 9.2) and exchanging that data with each other. That data is used by Accor and Qantas to provide the Cross Rewards, keep track of your participation in their respective loyalty programs, and:

(a) in the case of Qantas, for the purposes set out in the QFFP Terms and the Qantas Privacy Statement; and

(b) In the case of Accor for the purposes set out in the Terms and conditions of Membership of the ALL Loyalty Programme and the Accor Privacy Policy.

9.2 Linked Members consent to Accor and Qantas collecting, using, disclosing and exchanging the Linked Member’s personal data, including the following:

(a) ALL Loyalty Programme membership number;

(b) QFF Program membership number; 

(c) number of Reward points or Qantas Points to be credited; and

(d) details of the Linked Member's status or tier to enable the Linked Member to receive the correct benefits; and

9.3 Accor and Qantas will each individually, in respect of personal data that they hold:

(a) process your data while you remain a Linked Member; 

(b) ensue that they take appropriate measure to protect your personal data; and

(c) comply with applicable data protection laws.

9.4 You can exercise your rights (to access, amend or delete your data, restrict or oppose the processing of that data, exercise your data portability rights, to provide instructions on how your data should be processed following your death) by:

(a) Sending an email to the data processing manager at the following email address: data.privacy@accor.com for the ALL Loyalty Programme; and 

(b) Contacting Qantas Customer Care for the QFF Program. 

9.5 You can also contact each partner’s data protection officer by:

(a) Sending an email to Accor.dpo@accor.com for the ALL Loyalty Programme; and

(b) Contacting Qantas Customer Care for the QFF Program. 

9.6 You can also lodge an appeal with the appropriate data protection authority.

10. Disputes and applicable law

10.1 In case of dispute arising between a Linked Member, Qantas and Accor concerning these Cross Reward Terms, the Linked Member must follow the applicable procedures below. 

10.2 For Accor: 

(a) the Member of ALL may appeal to a conventional mediation procedure or to an alternative method of settlement, per the conditions stipulated by applicable law. 

(b) If the Member of ALL brings the dispute to Accor customer care using the ‘Contact us’ page on the Website (available here) in an amicable attempt to settle the dispute amicably and receives a negative or no response within 60 (sixty) days of the Customer Service referral date, the Member of ALL may appeal to the Tourism and Travel Mediator at BP 80303 – 75823 Paris Cedex 17. 

(c) The procedure for submitting the dispute to the Mediator and the Mediator's contact information are available at www.mtv.travelOpens external site in a new window.

(d) The dispute may be brought to the Mediator within twelve (12) months after the first complaint. Contact information for the mediator and the means of referral are available in the ‘Assistance’ section. The form to bring the event of a dispute to the Mediator is available onlineOpens external site in a new window

(e) Members of ALL are also informed by Accor that they may opt for a conventional arbitration procedure or any other European online dispute resolution method, platform also exists, and can be accessed onlineOpens external site in a new window. Members of ALL remain free to accept or refuse mediation, and if mediation is used, each party is free to accept or refuse the solution proposed by the mediator. 

(f) Any concern over the interpretation or performance of the Cross Reward Terms regarding the Member of ALL's relationship with Accor that cannot be resolved amicably per the conditions above is submitted to the exclusive jurisdiction of the appropriate courts of Paris, even in cases of emergency interim proceedings, third-party complaints and multiple defendants. By way of exception to the above, Members of ALL, as consumers, can choose to bring any dispute before the jurisdictions in their place of residence or, at their discretion, before any other regional jurisdiction appropriate under the civil procedure code, per Article R.631-3 of the French Consumer Code. 

10.3 For Qantas, the QFF Member must contact Qantas Customer Care and try to resolve the dispute by negotiation.  

10.4 These Cross Reward Terms are governed by: 

(a) For Accor: the laws of France, without obstructing any mandatory protections that may apply in the consumer's home country

(b) For Qantas: the laws of the state of New South Wales, Australia.

11. Withdrawing from Cross Rewards

(a) Linked Members may withdraw from Cross Rewards at any time. In order to do so, they must visit Accor.com and follow the unlinking process on their member dashboard.

(b) Withdrawal from Cross Rewards by a Linked Member will not affect that person’s membership in the ALL Loyalty Programme or the QFF Program.

(c) A person may re-link their accounts at a later date but will not be eligible to benefit from any further linking bonus. If a person wants to re-link, they must use the same ALL Loyalty Programme account and the same QFF Program account that were previously linked.

(d) Withdrawing from Cross Rewards means that the member will no longer be entitled to any of the Cross Rewards. 

12. Account closure

If a Linked Member closes either their ALL Loyalty Programme account or their QFF Program account, then the Linked Member’s participation in Cross Rewards will automatically cease.