Accor ALL Points Just Expired? Contact Customer Service!

2 Comments

Accor Live Limitless (ALL) has not been at the forefront of keeping members happy during the Covid-19 pandemic due to expiring points when members have not been able or allowed to travel.

Accor continued expiring points between January 1 – May 18, 2020, like nothing would be going on in the world, and then waived the expiry of points between May 19 – December 15 last year, but wiped accounts clean if there had been no activity for a year on the end date (December 15).

You can access Accor ALL here.

READ MORE: Accor ALL Rate & Bonus Points And Miles Offers

Accor had a promotional offer to get points reinstated that expired January 1 – May 18, 2020, by having a stay by December 15:

Accor ALL Reinstatement Of Points Expired Between January 1 – May 18, 2020

They haven’t put anything out in public about what they will do for members who lost all their points in mid-December.

A reader comment caught my eye:

Mine Accor points got wiped out too! I wrote to Accor to reinstate my points, they advised that I need an eligible stay with any of the Accor hotels by 31 Mar 2021 (note: booking a stay is not counted, it has to be an eligible stay!) in order for them to reinstate my points!

It was left to this recent article about ALL points expiry:

Reader Email: Why Does Accor Live Limitless Expires Points During Global Pandemic?

I have been in touch with Accor and confirmed that the customer service agents can extend your points on a case by case basis by having a consumed stay by March 31, 2021.

There is nothing about this on Accor’s website, and only customer service can sign you up. You can contact them by phone or email.

Conclusion

It is good that Accor has offered to reinstate the points to some members who contact the customer service, but why not make this public and also extend the valid stay date at least until the mid-2021?

I believe that it is not a recipe for Accor’s and ALL’s long-term success to alienate members by expiring points in the midst of the pandemic when leisure travel is banned in many markets and hotels closed.

Why wouldn’t Accor take a long term view rather than short term one that temporarily helps with the balance sheet (points in the books are a liability)?

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