Explore Air Miles

FREQUENTLY ASKED QUESTIONS

Can I pay for my hotel stay using a combination of Air Miles plus money?

Yes.  Hotel rewards can be paid for with a combination of Air Miles plus money.

Can I pay for my hotel stay fully in Air Miles?

Yes. You can also pay for your hotel stay completely in Air Miles.

How will I receive my booking confirmation and when?

Your booking confirmation will be emailed to the email address provided at the time of your booking.  It will be sent to you within 24 hours of your hotel reward confirmation and booking.

I haven’t received my booking confirmation.

Please check your junk email folder as it may have been redirected there.  Alternatively, you can contact the call centre the  between the hours of 9:00 am to 6:00 pm from Sunday to Thursday, excluding Government and National holiday.  Get in touch with us through our 'Contact Us' page.

Can I make changes or cancel my hotel booking?

Yes. After the hotel booking has been confirmed, changes or cancellations can only be made if permitted within the hotel rules of the booking and charges will apply, payable with your credit card.  Changes or cancellations must be made at least 24 hours prior to check-in and only if the hotel has availability.  Make amendments/cancellations by calling the Air Miles customer service centre on +9714 391 3400  between 9:00 am to 6:00 pm from Sunday to Thursday, excluding Government and National holidays. A fee of AED 150 per change per person will apply, plus any hotel fees.  These fees, plus any hotel difference if applicable, are payable with a valid Visa or MasterCard credit card only.  Payment of change fees and hotel differences in Air Miles is not permitted.

Can I pay taxes with Air Miles?

No.  Hotel reward prices apply for the room stay only.  Local and government taxes are payable upon check out at the hotel. 

How can I get the best quote for flights?

Flight rewards are quoted on the best available ticket price across all airlines for the chosen route, class of travel, passenger type, dates and times of travel.  Flight reward prices, therefore, vary dependent on these travel requirements, how far in advance travel is booked and airline seat availability. 

Try some of these tips to get the best quote available:

  • Book as far in advance as possible
  • Be flexible with your travel dates and times
  • Travel during off-peak periods, e.g. not during National holidays or weekends
  • Consider low-cost carriers and non-direct flight options

How many Air Miles will I need to book a flight?

This is dependent on the actual flight reward cost.  However, there is a minimum spend requirement of 30,000 Air Miles per airline ticket.

Can I book Flight Rewards online?

Yes, you can.  Please visit www.airmilesme.com/travel to redeem for single or return flight tickets for up to 9 passengers.  You will need to have your Air Miles account details, passport and your Visa or MasterCard credit card details to hand if paying with Air Miles and money.

Are there any time restrictions for using my Air Miles towards a flight?

No.  However, flight rewards are subject to airline availability.  You can browse and book online at www.airmilesme.com.

Can I book a flight on behalf of someone else using my Air Miles?

Yes, you can.  It is your reward and your choice.

Can I book tickets that originate outside of the UAE, Qatar or Bahrain?

Yes, you can.  It is your reward and your choice.

Can I book one way or multi-stop flights?

Yes, you can up to three stops in any journey.

Can I book an open jaw ticket (i.e. return from or to a different airport)?

Yes, you can.  Your ‘open jaw’ air reward price quoted will be based on the best available fare across all airlines for your chosen dates and time of travel.  Air reward prices, therefore, vary dependent on travel dates, how far in advance travel is booked and the available airlines.

How far in advance can I book my flight?

This is dependent on the airline you have chosen and their fare rules. Each airline has its own rules.  However, the further in advance flights are booked the better the chance that you will be able to secure a lower priced reward.

Can I book Business Class and First Class seats?

Yes, you can, there are no restrictions on what class you book.

I am looking to book my outbound travel in one travel class and my inbound travel in a different travel class.  How do I do that?

This is possible subject to flight availability.  To redeem, you will need to contact the call centre between 8:00 am to 6:00 pm from Sunday to Thursday, excluding Government and National holidays.  Get in touch with us through the 'Contact Us' page.

I am looking to buy a Premium economy class ticket. I am unable to do this through your website. How do I do this?

Please contact the call centre between 9:00 am to 6:00 pm from Sunday to Thursday, excluding Government and National holidays.  Get in touch with us through the 'Contact Us' page, to check if this is possible as it differs by airline.

Can I choose my seats and meals with you?

Unfortunately, no. You will need to contact the airline directly for all your special requests, e.g. meal choices, seat allocation & any other special service requests (wheelchair/infant bassinet,etc.).

What are the age bands for passenger types?

  • Adults: 12 years and older
  • Children: 2  up to 12 years old (children must be less than 12 years old at the time of the return flight in order to obtain a child fare) 
  • Infants: 0 up to 2 years old (infants must be less than 2 years old at the time of the return flight in order to obtain an infant fare) 

Can I redeem for an infant/child ticket?

Infant/child tickets can be paid for with Air Miles or Air Miles and money, but can only be booked if the ticket for an accompanying adult over the age of 17 years is being redeemed at the same time, on the same booking.  Infant tickets cannot be booked separately and or added on to an existing booking at a later stage.

I am looking to book myself on a particular set of travel dates and would like to have a travel partner join me on only one leg of the journey. How do I do that?

You can book the two tickets separately online at www.airmilesme.com.  A minimum spend of 30,000 Air Miles applies per ticket.

Can I book open ended tickets?

No. All outbound and return flights must be booked and confirmed at the time of booking.

What does the Air Miles quote for flights include?

Flight reward prices apply for the whole flight ticket and include the airfare, Air Miles booking fee, airport taxes, duties and charges (including government and other taxes).  They do not include any airport taxes that are payable upon departure or arrival directly at certain airports.

Budget airlines tend to allow passengers to pay extra for flexibility on their tickets.  Can I do this with Air Miles?

You will need to check the fare rules for your ticket at the time of booking.  It is not possible to add a flexibility option to your ticket with Air Miles.

Can I get a refund if I cancel my flight booking?

If the airline you have chosen to fly with allows cancellations and refunds then, yes, Air Miles can process this for you.  All cancellations must be made at least 24 hours prior to departure and between 9:00 am to 6:00 pm from Sunday to Thursday, excluding Government and National holidays, by calling the call centre on +9714 391 3400. 

A cancellation fee of AED 150 plus any airline charges applies per person. Upon receipt of the cancellation fees and the chosen carrier's permission, the Air Miles and any money paid will be fully refunded within 14 working days. We accept Visa or MasterCard credit cards. 

Can I make changes to my flight booking?

Yes, but only date changes can be made.  Airport changes, re-routing and flight upgrades are not permitted.  Changes must be made at least 24 hours prior to departure by calling the call centre on +9714 391 3400 between 9:00 am to 6:00 pm from Sunday to Thursday (UAE time), excluding Government and National holidays. A fee of AED 150 per change per person will apply plus any airline fees. These fees, plus any fare difference if applicable, are payable with a valid Visa or MasterCard credit card only.  Payment of change fees and fare differences in Air Miles is not permitted.

Can I pay for a ticket using Air Miles and pay money for additional tickets?

Yes, as long as you have the minimum Air Miles to make the first redemption, you can then add to your booking using cash.

Can I pay for my flight fully in Air Miles?

Yes, your flight reward quote is based on the full ticket price so you can pay entirely with your Air Miles.

Can I pay for my flight using a combination of Air Miles plus money?

Yes, flight rewards can be paid for with a combination of Air Miles plus money.  A minimum spend of 30,000 Air Miles applies per airline ticket.

Can I pay taxes with Air Miles?

Yes, flight reward prices apply for the whole flight ticket and include the airfare, Air Miles booking fee (if applicable), airport taxes, duties and charges (including government and other taxes).  They do not include any airport taxes that are payable upon departure or arrival directly at certain airports.

How do I make changes to my flight booking?

Changes are only permitted within the ticket fare rules and are subject to airline fare rules.  Changes must be made by calling the call centre on +9714 391 3400 between the hours of 9:00 am to 6:00 pm from Sunday to Thursday, excluding Government and National holidays, and at least 24 hours prior to departure.  A change fee of AED 150 plus any applicable airline fees apply per change per ticket. These fees must be paid with a Visa or MasterCard credit card only.  Payment of change fees in Air Miles is not permitted.

How do I cancel my flight booking?

Cancellations, if permitted within the ticket fare rules that you have booked, must be made up to 24 hours prior to flight departure time by calling the call centre on +9714 391 3400 between the hours of 9:00 am to 6:00 pm from Sunday to Thursday, excluding Government and National holidays.  

A cancellation fee of AED 150 plus airline charges applies per person.  We accept Visa or MasterCard credit cards.  Upon receipt of the cancellation fees, the Air Miles and any monies paid will be fully refunded within 14 working days.

What happens if I need to cancel my flight but the Air Miles call centre is closed?

Cancellations must be made by calling the Air Miles call centre between the hours of 9:00 am to 6:00 pm from Sunday to Thursday, excluding Government and National holidays, and at least 24 hours prior to departure.  Cancellations not made within these timeframes result in the flight reward ticket being forfeited.  Forfeited tickets are not valid for travel and are non-refundable.

What happens if I need to cancel my flight within 24 hours of departure?

Cancellations made within 24 hours of your departure time result in the flight reward ticket being forfeited.  Forfeited tickets are not valid for travel and are non-refundable.

How will I find out about flight changes?

The airline or travel agency will make best endeavours to communicate any flight updates to you.  However, it is the passenger's ultimate responsibility to check flight timings. Therefore, we advise you to check flight timings at least 24 hours prior to departure.

How will I receive my ticket and when?

Your ticket will be emailed to the email address provided at the time of your booking.  It will be sent to you within 24 hours of your flight reward confirmation.

Why haven't I received my e-ticket?

Please check your junk email folder as it may have been redirected there.  Alternatively, you can contact the call centre on +9714 391 3400 between the hours of 9:00 am to 6:00 pm from Sunday to Thursday, excluding Government and National holidays.  

What happens if I miss my flight?

In the event of no-shows, the flight rewards ticket will become forfeited.  Forfeited tickets are not valid for travel and are non-refundable. However, eligible taxes can be refunded to your payment card upon request.

Can I collect/earn frequent flyer programme miles with my Air Miles reward?

In some cases, flight rewards are eligible to earn airline frequent flyer programme points. You will need to contact the airline directly to add the relevant frequent flyer programme number to your booking and it is your responsibility to ensure frequent flyer programme points are actually collected from eligible and participating airlines.

What if I redeem my Air Miles towards a reward before the expiry date and I have to cancel the reward. Will the Air Miles expire?

If Air Miles are refunded for any reason the expiry will still be based on the original date the Air Miles were earned, not the refunded date.

 

What is the Air Miles expiry policy?

Air Miles have a three year Air Miles Expiry Policy, which runs from March each year. For example, all Air Miles earned up to 31st March 2014 will be subject to expiry on the 31st March 2017.

We also have a Fifteen-Month Inactive Account Expiry Policy.  We may close any Air Miles account on which no Air Miles have been collected or redeemed for a continuous period of 15 months.  Upon account closure, any Air Miles in such account will expire.

How can I find out how many Air Miles are to due to expire?

There are several ways for a member to understand how many Air Miles are due to expire:

  • Online:  Members can log in to the Air Miles website to find latest details on account transactions and Air Miles that are due to expire. Members can also request an Air Miles expiry update via email.
  • Monthly e-statement: Provided the account has a valid email address we will send a monthly statement which provides details on account activity including any Air Miles that are due to expire.

How can members ensure that their accounts remain active and their Air Miles do not expire?

It’s simple to keep your account active.  All it takes is one transaction every 15 months to keep the account active.  That means using the Air Miles key tag or card to earn Air Miles when shopping or spending Air Miles on a reward.  For full details on where to collect and redeem Air Miles, please visit www.airmilesme.com.

What happens if a member's Air Miles account becomes inactive?

Even if a member's Air Miles account becomes inactive, they remain an Air Miles member.  This means their Air Miles key tag and Air Miles card number remain valid so they do not need to re-enroll in the programme the next time they want to collect Air Miles.

Can members have their Air Miles reinstated?

Unfortunately not. Once the Air Miles have expired members will not be able to have them reinstated.

Are there any exceptions to the expiry policy?

No, there are no exceptions to the expiry policy.

 

 

How do I update my personal details?

Log onto your account at www.airmilesme.com, click on the 'My Account' tab, scroll down the page, click on 'Update Details' and make your changes.

I have picked up a new Key Tag, how do I merge it to my existing account?

  1. If you have not swiped the key tag or card at the store you collected it from, log onto your account at www.airmilesme.com, click on the 'My Account' tab, scroll down the page and click on the 'Add Card', and follow the instructions.
  2. If you have used the key tag or card and need to merge the two cards into one account, please call our call centre through the 'Contact Us' page and one of our customer service representatives will action this for you.

I have forgotten my password.

Visit the home page of our website at www.airmilesme.com and click on the'Log In' tab followed by the  'Forgotten Password' button and follow the instructions.

I can’t access my online account.

If your email address isn't recognised, it may be because you have changed it and we can't find the new details. If this is the case, you will need to reset your email by using the 'Forgot email' tab displayed when you click on the 'Log In' tab

Can I transfer Air Miles to a friend or family member?

Air Miles are personal to your Air Miles account and cannot usually be transferred. However, a primary cardholder can merge the Air Miles with another account registered to the same address. Air Miles can only be transferred from one Air Miles account to another upon death or divorce if adequate evidence of the legal division of the Air Miles is provided to us.

How do I find out how many Air Miles I have?

Log onto your account at www.airmilesme.com and your current balance and the value of your Air Miles can be found at the top of the page.  You will also receive an Air Miles Summary Statement every month, which shows how many Air Miles you have collected and from which partners.

I made a purchase, but my Air Miles have not been credited.

Air Miles are credited to your account once a month and therefore can take up to 28 days to appear on your account.

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I have an Air Miles Card that was issued in the UAE, and I have moved to Qatar. Can I transfer my Air Miles to my Air Miles account in another country?

Yes. We can transfer the Air Miles accumulated in your account across UAE, Qatar and Bahrain to a new account.

The Membership application asks for a lot of information - what about my privacy?

The Terms and Conditions detail why the information is needed and how it will be used. Your details are treated with the utmost confidentiality. Air Miles has a very strict policy on privacy, and a copy of the Terms & Conditions can be found by clicking http://www.airmilesme.com/en-ae/tnc

 

I have lost my key tag or card.  Can I get a replacement?

Yes,  please visit an Air Miles partner to pick up a new Air Miles key tag and contact us via online chat or the call centre to merge to your existing account. 

How do I register my new key tag?

  • Visit our website www.airmilesme.com and click the 'Join Us' tab on the home page and follow the steps to register you Air Miles key tag.
  • The first step is to verify your details by entering the key tag or virtual card number, your first name, last name, email address, mobile number, date of birth and religion.
  • You will then receive an email with a verification link for you to click on to validate the data which you've entered. 

What is the IDV number on my key tag?

The IDV is a three digit number required for registration on our website when using a key tag. 

Why do I have three key tags?

You can use one key tag and hand the other 2 to family members, that way you and your family and friends can all collect Air Miles into the same account.

How do I use my new key tag?

Visit any of our wide range of partners and present your key tag to the cashier at the time of checkout. They will scan the key tag and award you Air Miles based on your purchase. Remember to collect Air Miles TWICE by also using your HSBC Credit Card.

Will I get an Air Miles card in the post after I register online?

No, you will not receive an Air Miles card delivered to you. However, you will receive an email containing your new card number.  You then need to download the Air Miles ME app from the app store for Apple or Google Play for Android and register through the app using the number received in your email. You will then have a virtual card appear in the app for you to use with you at all times.  

How do I merge my new key tag number to my existing account?

If you have not swiped the key tag at the store you collected it from, log-in to your account at www.airmilesme.com, click on the 'My Account' tab, scroll down the page and click on the 'Add Card' and follow the instructions.

If you have used the key tag and therefore need to merge it with your account, please call our call centre through the 'Contact Us' page and one of our customer services representatives will action this for you.

 

 

Where can I collect Air Miles?

Visit our website www.airmilesme.com and click on the 'Collect' page.  There you will find a list of our partners by category where you can collect Air Miles. Occasionally we have pop-up partners who issue Air Miles for a time limited period. Therefore, visit the website regularly to see the latest offers and partners available.  You can also earn Air Miles twice when you use your HSBC Credit Card along with your Air Miles card or key tag at our partner outlets.

I forgot to present my key tag. Can I claim the Air Miles?

Most of our partners will only issue Air Miles upon presentation of your Air Miles key tag or card at the time of payment.

I am missing Air Miles after presenting my key tag.

Air Miles are credited to your account once a month and therefore can take up to 28 days to appear on your account statement, which you can then check online or on your monthly e-statement which we will email to you.  If after receiving your e-statement your Air Miles do not appear, please contact our call centre through the 'Contact Us' page on our website.

I made a purchase yesterday, and my Air Miles card was swiped.  Why are my Air Miles not credited online?

Air Miles take up to 28 days to appear in your account and are added on a monthly basis.

Can I collect Air Miles in Qatar and Bahrain if I am registered in UAE?

Yes.  You can use your UAE Air Miles key tag or card at any participating outlet in the UAE, Qatar and Bahrain and all your Air Miles will be accumulated in your account.

How can I redeem my Air Miles?

Visit our website www.airmilesme.com and click the 'Redeem Air Miles' page. There you will discover all of the places where you can redeem for e-vouchers or in-store at Air Miles partners, as well as access the Air Miles Travel Shop.  If you need any further assistance, you can use the Live Chat function to chat with one of our customer service representatives who will guide you through our wide selection of rewards. 

Can I redeem in-store or only online?

Both.  You can redeem for e-vouchers online and use these in-store once you have received your e-voucher to your registered email address. Alternatively, if you decide to use your Air Miles in a partner store that accepts in-store redemptions, you can use your Air Miles at the till.  Please note to redeem in-store at the till, ensure you have a valid mobile number registered to your Air Miles account as we will send you a 'One-time Password' (OTP) to validate who you are at the time of redemption.

How many Air Miles do I need to make a redemption?

The minimum amount of Air Miles required for a redemption differs depending on where you choose to redeem your Air Miles. 

  1. Redemption of Air Miles for partner e-vouchers, hotels and car hire is 14,000 Air Miles
  2. Redemption of Air Miles for flights is 30,000 Air Miles per ticket
  3. Air Miles can be redeemed for Air Miles Monday, available on the mobile app, for 100 Air Miles. To learn more about Air Miles Monday, click here.

Why can’t I get a paper voucher?

Air Miles is now a fully digital programme and was created as such to benefit you, our valued member. You will receive the e-voucher immediately via email which then gives you instant access to your reward to use on whatever you want in your chosen partner store. 

I still haven’t received my e-voucher?

There could be several reasons for not receiving your e-voucher including:

  1. The e-voucher has landed in your junk email folder - please check to ensure it has not been delivered there. If it has, do add Air Miles to your safe sender list to continue receiving our emails.
  2. Please ensure that your email address is correct and registered on your account.

Still not received it?  Please contact our call centre through the 'Contact Us' page for further assistance.

Can I cancel my redemption after it has been confirmed?

Once you have redeemed your reward and your request has been processed, we will be unable to cancel your redemption. 

Why can’t I redeem for a product?

To give our members a choice and instant access to their rewards we have moved all of our rewards to digital fulfilment.  You can redeem for e-vouchers on our website, which can then be used in store.  Visit our website www.airmilesme.com and click the 'Redeem Air Miles' page. There you will discover all of the places where you can redeem for e-vouchers or in-store at Air Miles partners, as well as access the Air Miles Travel Shop. 

Is it necessary to make a hotel reservation before redeeming accommodation vouchers?

Yes. Accommodation must be booked directly with the hotel before requesting an Air Miles hotel voucher. Air Miles hotel vouchers are NOT confirmed hotel bookings.  You will be asked to confirm if you have a reservation at the time of redemption. PLEASE NOTE:  The acceptance of reward bookings will be at the sole discretion of the hotel. 

How do I join or register for Air Miles?

It's easy to join Air Miles and can be done quickly online, here’s how:

  • Download the Air Miles ME mobile app here available for Android and iOS devices and get your digital membership card. 
  • Either pick up a key tag from our participating partner outlets and register on the website or via the Air Miles ME mobile app.  
  • Visit our website and click the 'Join Us' tab on the home page and follow the steps to join Air Miles. 
  • The first step is to verify your details by entering your first name, surname, email address, mobile number, date of birth and religion.
  • You will then receive an email with a verification link for you to validate the data which you've entered.  
  • If you have joined from the website, you will be sent a card number to enter into the Air Miles ME mobile app, which then means you will have your digital membership card with your all of the time.

Why is my email not recognised?

If your email address is not recognised, it may be because you have changed it and we can't find the new details. If this is the case, please follow the below instructions:

  • Click on ‘Log In'
  • Click ‘Forgot email.' 
  • Provide your Key Tag/Card number, full name, mobile number and date of birth which is used as security identification.
  • The email we have on file for you will then be provided
  • If we do not have a valid email on file, you will need to provide a new email and password. Once provided, we will send a validation email to confirm this is you and activate your account.
  • If the email returned to you is one you no longer have access to, then please click ‘I do not have access to this email', and we will then ask you to provide a new email and password. Once provided, we will send a validation email to confirm this is you and activate your account.
  • Moving forward this email and password will provide full access to your account.

What is Air Miles and how does it work?

  • Air Miles is the UAE, Qatar & Bahrain’s most exciting loyalty programme - and it's free to join.
  • You can collect Air Miles from many major partners, including HSBC, Sharaf DG, Damas & more.  What's more, you can collect Air Miles online with our partners such as RentingCarz.com and much more.
  • You can then use your Air Miles for shopping, spas, meals out, flights, hotels and much more. Members use their Air Miles key tag, which they present to collect Air Miles when shopping at any of our partners. The card number is captured, and Air Miles are awarded based on spend. HSBC award Air Miles based on all of the customer's credit card purchases.