As a member of a loyalty program you are entitled to redeem your points without restriction. For example: you belong to a gym and for each 100 visits you are entitled to a free massage. When you attempt to book your massage you are informed that the bookings are full at all the times that suit you.
In terms of Section 35(5) of the Consumer Protection Act, the sponsor and/or supplier of goods and services of a loyalty program may not restrict the availability of such goods and services, with the exception of a period of 90 days in a calendar year and only by giving written notice of at least 20 business days prior to such restriction.
Should the supplier of goods and services under a loyalty program advise that they are unable to accommodation you, you may insist thereon. Should a dispute arise out of such refusal or inability to accommodate you, you may refer the matter to the Consumer Commission.