A LoyaltyLobby reader sent us an email about an issue with Marriott when converting Bonvoy points to partner miles. The converted miles have not posted to Iberia a month later.
You can access Marriott’s page for partner transfers here.
READ MORE: Marriott Bonvoy Rate & Bonus Points Offers
Email from the reader:
A month ago, (Aug 6 for my wife and Aug 13 for me) we asked Marriott to transfer Bonvoy points from our respective accounts to our Iberia Plus accounts at Iberia airline. She sent 60,000 Marriott points and I sent 120,000 points which should be 25,000 Avios and 50,000 Avios respectively. We had both used a combination of Amex and Chase points to book SFO-MAD business class seats during April 2022 and wanted to use these points to book the return flights. The Chase transfer took less than 24 hours and the Amex transfer went through in under 48 hours. So these transfers so far taking at least one month (and counting) is very frustrating.
I have received similar emails regarding my transfer request as well. So now we have no Marriott points and no Avios and Marriott saying it’s Iberia’s issue and Iberia saying it’s on Marriott to fix it. Plus the business class seats we wanted are no longer available on Iberia’s website.
I’m at a loss as to how to get these companies to resolve the issue. Any suggestions or help would be greatly appreciated.
Response from Marriott Bonvoy customer service on August 26:
Thank you for contacting Marriott Bonvoy™ Customer Care. I am happy to assist you.
Once we have transferred the points to a frequent flyer program we are unable to cancel the transfer. We are showing that the transfer was redeemed by Iberia Airlines. These are now their points. I understand that the points have not been credited to your by the frequent flyer program, you will need to contact Iberia. Please note that for transfers to be successful the name on the Marriott Bonvoy Account and the name on the Frequent Flyer account must be identical.
Ms. REMOVED, it is always a pleasure to assist our Gold Elite Members. We look forward to hosting your future stays at our many Marriott Hotels and Resorts Worldwide.
Marriott Bonvoy™ Customer Care
And from Iberia:
Thank you for reaching out to us,
Regarding your last email, we inform you that there are no Marriott Bonvoy Avios credited to your account yet. Therefore it would be necessary to contact Marriott Bonvoy directly to find out what the process would be to transfer Avios into your Iberia Plus account. If Marriott Bonvoy requires our help regarding the Avios transfer, they will be able to contact us internally.
We look forward to continuing your trust and we take this opportunity to send you our warmest regards.
Your Iberia Plus Service Center.
We haven’t heard issues about converting Marriott Bonvoy points to partner miles, but these are not, unfortunately, “instantaneous.”
They should not, however, take more than a week. Thus, it is clear that either Iberia has decided not to process Marriott Bonvoy’s point conversions to Avios for an unknown reason or the link between these companies is broken.
I was in touch with a Marriott spokesperson who promised that someone would have a look.
There is no excuse not to have prompt transfers with partners. It is clear that either the link is down or Iberia is not processing conversions.
Regrettably, Marriott blames Iberia and Iberia Marriott. Both companies greatly struggle with their IT systems making them a perfect match.
But the reader needs to sort this out with Marriott. It is their responsibility that the conversions to Iberia are processed.