Terms & Conditions

Terms & Conditions

From the receipt of your Air Miles card you become an Air Miles member and can begin collecting Air Miles towards your first aspirational reward as part of the region’s leading loyalty programme. Please take a few minutes to read the terms and conditions below, as by using your Air Miles card you are agreeing to them.

From this point on ‘we’ refers to Rewards Management Middle East FZ – LLC (RMMEL). ‘Partners’ are brands who issue Air Miles and ‘reward providers’ are companies who offer goods and services in exchange for Air Miles.

1. Membership

Air Miles is free to join. You can join via our website or by picking up an instant application pack in selected partner outlets. Alternatively you may contact Air Miles customer service centre between the hours of 8am to 5pm (Doha, Qatar time) from Sunday to Thursday. We will set up an Air Miles account to record Air Miles collected or spent by yourself (the “primary cardholder”). A primary cardholder can allow up to 4 other immediate family members (“additional cardholder”) to collect Air Miles on his/her Air Miles account. Please ask additional cardholders to also read these details.

Should any of the following events occur, we reserve the right to terminate membership and revoke any accrued Air Miles:

Failure to comply with these terms and conditions
Supplying false or misleading information to us or our partners
Abuse of any membership privileges
If you don’t use, collect or spend Air Miles for a period of fifteen months
Death or bankruptcy of the primary cardholder

You can also cancel your membership or any additional cards at any time by writing to us at
Air Miles Middle East, PO BOX 24300, Doha, Qatar.

2. Collecting Air Miles

Use your Air Miles card at the partner outlets before every transaction with them. For telephone or internet purchases, you must quote your membership number at the time of ordering.

When using your HSBC credit card and your Air Miles card at partners, your Air Miles collected on both cards will be featured on your next credit card statement from HSBC.

We will send regular updates of your account balance including Air Miles collected and spent. We will correct your Air Miles account if we are satisfied that it is inaccurate; our decision is final.

3. Personal Information

For details regarding your data and privacy, please read our full privacy policy here

4. General

We reserve the right at any time and without prior notice:

To change these terms and conditions, the qualifying goods and services, the reward portfolio

and our partners

To suspend or terminate the Air Miles programme

We will notify you of changes to your Air Miles account via your monthly statement.

Air Miles have no monetary value and cannot be sold, transferred or otherwise dealt with except in accordance with these terms and conditions.

We cannot be held liable for any loss, theft, damage or unauthorized use of an Air Miles card or reward, whether in the course of delivery or otherwise. Any replacement Air Miles cards can be provided at our discretion.

All conditions and warranties, whether expressed or implied and whether arising under legislation or otherwise, as to the condition, suitability, quality, fitness or safety of any reward supplied are expressly excluded to the full extent permitted by law. Any liability that cannot be fully excluded is limited, where permitted, to replacing, repairing or crediting the value of the reward at our discretion.

All exclusions and limitations of liability in these terms and conditions apply for our security and the benefit of all partners and reward providers. Partners and reward providers do not have any authority, expressed or implied, to make any representation or warranty on our behalf.

5. Transfer of Air Miles

Air Miles are personal to your Air Miles account and cannot normally be transferred. However, a Primary cardholder can merge the Air Miles with another account by submitting the evident documents signed along with ID copies.

6. Miles Expiry

Three Year Air Miles Expiry Policy

All Air Miles earned up to 31^st March 2010 will be subject to expiry on the 31^st March 2013. Air Miles issued after 31st March 2010 will expire 3 years (36 months) after they have been issued.

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.

7. Rewards terms and conditions

Air Miles will maintain a ‘Rewards catalogue’ on www.airmilesme.com specifying the products and services which are redeemable with Air Miles. Air Miles can also be spent with specified ‘in-store rewards suppliers’
Rewards from the Air Miles rewards catalogue can be redeemed via www.airmilesme.com or by contacting our customer service centre between the hours of 8am to 5pm (Qatar, Doha time) from Sunday to Thursday. To spend Air Miles against the rewards catalogue members will have to be logged in at www.airmilesme.com or pass security criteria when calling the
Air Miles customer service centre. For redemptions at in-store rewards suppliers, members must present proof of identification along with their Air Miles card
Primary, secondary cardholders and authorized person(s) on the account are able to claim Air Miles rewards
Rewards catalogue options, in-store rewards suppliers and rewards price may be withdrawn or amended without prior notice
Where Air Miles + money payments are allowed for rewards within the rewards catalogue, members must pay Air Miles at the time of redemption by Visa, Mastercard or JCB credit card only
On receipt of the Air Miles reward request, Air Miles will automatically be deducted from the members account
Rewards are subject to availability, suppliers warranties and restrictions at the time of claiming the reward. Rewards prices may be amended at any time
For the purpose of redemption, the Air Miles member will directly enter into a sale/purchase relationship with the concerned supplier of the Air Miles rewards. RMMEL shall only act as an agent for redemption of Air Miles. Members agree that Air Miles can pass their name, address/email address and account number to the relevant reward supplier where required for them to fulfill the redemption
Full rewards terms and conditions are available below

Merchandise Rewards

Rewards can be issued in anyone’s name
At the time of requesting the reward, your current Air Miles balance must be at least equal to the total Air Miles value of the reward you are requesting
All rewards are subject to availability from the supplier to RMMEL. Stocks may be limited
Air Miles rewards and the number of Air Miles required are subject to change without notice
For Air Miles + money options, we will require your credit card details to process your reward
The selection of reward suppliers is at the discretion of RMMEL
All the rewards displayed on the website or in the rewards catalogue can only be collected by
Air Miles members in the country you are registered
Reward offers cannot be used in conjunction with any other reward supplier offers
Once a reward has been issued it cannot be returned or exchanged for Air Miles, cash or other products
In instances where a product is out of stock, the reward supplier may suggest a replacement and it is the primary cardholders’ decision to accept or refuse the replacement. Where a replacement is not taken then a refund will be offered within 14 working days
In instances where the product is faulty, the supplier warranty applies
Part payment of your reward choice may or may not qualify for Air Miles - check with our customer service centre
Reward products may change from time to time
Some rewards may differ slightly from the image shown
- Rewards (excluding vouchers) which are not claimed within six months post date of redemption will expire if the member is non-contactable
If you make a payment and the redemption is processed and not received, due to for example product being out of stock, we will refund your payment directly to your credit card and any
Air Miles deducted will be credited back to your Air Miles account with 14 working days

Accommodation Rewards

Accommodation must be booked directly with the hotel before spending Air Miles for an accommodation reward voucher
At the time of booking you must inform the hotel that you will be using an Air Miles accommodation reward voucher towards the cost of your stay
Air Miles accommodation reward vouchers excludes taxes, service charges, F&B, Internet and any other surcharges which must be paid directly to the hotel at the time of your stay
Air Miles accommodation reward vouchers are non-refundable and cannot be exchanged for cash or any other reward
The age limit for children varies - please check with the hotel when making your booking
The acceptance of reward bookings will be at the discretion of the hotel

In-store Rewards

To redeem your Air Miles in-store you must present your Air Miles card and valid ID as proof of identity at a participating rewards provider outlet. Reward voucher terms and conditions apply

Reward Vouchers

Reward vouchers are issued by RMMEL for use at the specified reward provider
Reward vouchers are valid for 90 days from redemption and are not valid beyond the expiry date shown on the voucher
Reward vouchers can be used towards purchases at participating reward provider outlets to the value mentioned on the reward voucher. Reward vouchers must be presented at the time of purchase
Reward vouchers can be used as part payment. If the price of the purchase exceeds this value, the balance must be paid on purchase. If the price of the purchase is less than the value of the reward vouchers, no change will be given
More than one reward voucher can be used per transaction
Reward vouchers cannot be used in conjunction with any other offer, promotion or type of gift voucher
Reward vouchers may not be applicable for certain goods or services. Please check with the reward provider for any exclusion
Damaged, defaced or photocopied vouchers will not be accepted
Vouchers cannot be exchanged for cash nor sold or transferred for value
Vouchers remain the property of RMMEL
The goods or services purchased using reward vouchers are the responsibility of the rewards provider and not Air Miles.
For reward voucher cancellations and refunds please contact the Air Miles customer service centre between 8am and 5pm (Qatar time) Sunday to Thursday, excluding Government and National holidays. A cancellation fee of 1,000 Air Miles applies for the cancellation of up to 5 vouchers and an additional charge of 200 Air Miles applies for every voucher cancelled thereafter. All cancelled vouchers will need to be returned to the Air Miles customer service centre, PO Box 24300, Doha, Qatar. Air Miles will be refunded to the members account within 14 days following receipt of the cancellation fee and returned vouchers
For lost or damaged reward vouchers please contact the Air Miles customer service after the voucher expiry date. Vouchers will be re-issued or refunded within 7 days on the condition the voucher has not already been used.
RMMEL or the reward provider is not responsible if reward vouchers are stolen or used without permission.
Reward provider standard terms and conditions also apply.
Vouchers ordered via the Air Miles website or customer service centre can be collected from the Air Miles office or sent to you via courier at an additional charge which will be applied at the time of redemption and is payable as Air Miles.

Flight Rewards

To make a Flight Reward booking you will need to call the Air Miles Customer Service Centre between 8am and 5pm (Qatar time) Sunday to Thursday, excluding Government and National holidays, and have your passport and payment card details readily available
Flight Rewards are subject to airline seat availability and applicable fare rules
Flight Rewards are quoted based 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
Flight Reward prices apply for the whole flight ticket and include the airfare, booking fee, airport taxes, duties and charges (including government and other taxes).
Flight Rewards can be paid for with a combination of Miles + Money. A minimum spend of 30,000 Air Miles per member per ticket applies for Miles plus Money payments and the Money amount is payable with a Visa, MasterCard or JCB credit card only
Flight Rewards can be booked for travel for members themselves or for anyone else they choose
Child tickets can only be redeemed if an accompanying adult ticket is being redeemed at the same time or has already been redeemed with Air Miles.
Infant tickets can only be redeemed if the accompanying adult ticket is being redeemed at the same time. A minimum spend of 30,000 Air Miles applies for the combined adult plus infant ticket redemption.
Infant tickets cannot be redeemed separately or added to existing bookings by Air Miles. To add infant tickets to existing bookings members will need to contact the airline directly to arrange.
Additional tickets which need to be paid fully with money cannot be processed by Air Miles and must be booked directly with a travel agency or airline
Air Miles cannot be spent towards open ended travel and dates for all flight bookings have to be confirmed when making the Flight Reward booking
We are unable to hold a Flight Reward booking on a Members behalf. Flight Reward tickets must be ticketed at the time of booking
In some cases, Flight Rewards are eligible to collect airline frequent flyer programme points - it is the Member’s sole responsibility to ensure frequent flyer points are collected from eligible and participating airlines
We reserve the right to change the pricing for Flight Rewards at any time without prior notice
When making a Flight Reward booking, the name(s) provided at the time of booking must be the full name of the person(s) travelling, as it appears on their passport - proof of identity will be required at check-in
Each passenger must have a valid passport or travel document and details must be provided as part of the Flight Reward booking process
It is the sole responsibility of each passenger to have all appropriate travel documents required by law in their possession upon departure
Electronic tickets will be issued and sent to the Members registered email address
We are not responsible for the fulfillment of special requests (e.g. meal choices, seat allocation). The Member will need to contact the airline directly for all special requests
Following the Flight Reward booking, any flight updates will not be communicated by Air Miles. The airline or travel agency will make best endeavours to communicate any flight updates to you, however it is the passengers ultimate responsibility to check flight timings
After the Flight Reward booking has been confirmed and the ticket(s) issued, any changes or cancellations are subject to applicable fare rules and fees will apply
Changes and cancellations are subject to the following conditions:
- Changes and cancellations must be made by calling the Air Miles Customer Service Centre, during their opening hours between 8am and 5pm (Qatar time) Sunday to Thursday, excluding Government and National holidays, and at least 24 hours prior to departure
- For all changes, a change fee of QAR150 per change per person plus any airline charges will apply and must be paid with a Visa, MasterCard or JCB credit card
- In instances where changes result in a lower Flight Reward price a refund of Air Miles or Money will not be given
- In instances where changes result in a higher Flight Reward price Members must pay the additional cost of the Flight Reward as Money with a Visa, MasterCard or JCB credit card
- Cancellations are subject to airline terms and conditions
- For all cancellations, a cancellation fee of QAR150 per person plus any airline charges will apply and must be paid using either a Visa, MasterCard or JCB credit card
- When cancelling a Flight Reward a full refund of the Air Miles and any Money paid will be credited back to the Members Account and payment card used for original payment within 14 days of the cancellation fees and applicable airline fees being paid
- Failure to travel or cancel the Flight Reward reservation within the required timeframe will result in the Flight Reward ticket being forfeited. Forfeited tickets are no longer valid for travel and are non refundable. Taxes may be refundable upon request and after deduction of the cancellation fee of QAR150 per ticket.
- Refunds are not available for partially used Flight Reward tickets
- All fees and charges applicable under these programme terms and conditions are non-refundable
We accept no responsibility for any loss from or related to:
- Travel cancellation or delay
- Loss or damage to luggage or other property
- Personal accident or sickness suffered while travelling
- Refund charges
- Any other circumstances arising from Spending of Air Miles outside the control of Air Miles.
The airlines and other Reward suppliers providing travel or other services are independent contractors and not agents or employees of Air Miles
We are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any suppliers
We have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond suppliers’ direct control

Travel Destinations

It is the passengers responsibility to review any travel restrictions, warnings, announcements and advisories issued prior to Spending Air Miles for travel Rewards to international destinations
By offering Flight Rewards to particular international destinations, we do not represent or warrant any travel as advisable or without risk, and as such are not liable for damages or losses that may result from travel to such destinations

8. Your privacy

As the operator of the Air Miles programme in the Middle East we recognise your trust is fundamental to the value of the programme, therefore we are committed to protecting your privacy.

Protecting the privacy and confidentiality of your personal information has always been a fundamental principle in our relationship with you, our partners and reward providers.

This privacy commitment demonstrates how we will ensure the confidentiality and privacy of the information you entrust us with.

What information will we use?

By participating in the Air Miles programme, we will collect and use information about you and any additional card holders within your account. This information includes your registration details, information about the use of your Air Miles card, shopping purchases and other information that you give us (together "your information").

This information will allow us to administer the Air Miles programme - including the management of Member accounts, to accurately record and update Air Miles balances including spending of Air Miles.

Periodically you may be asked to provide additional personal information via market research or surveys. Your ‘member information’ is processed and stored in secure and confidential databases in Dubai, UAE (Head office). If you choose not to provide this information, it will not affect your ability to collect or spend Air Miles.

How will your information be used?

Your information may be analysed to see how you use the Air Miles programme, to understand your shopping behaviour and to send you (and/or additional members on your account) information and offers for the products or services which are most likely to interest you.

You automatically agree to receive these communications in order to enjoy the benefits of participating in Air Miles, upon joining the Air Miles programme.

Who will we share your information with?

We will only share your information within the Air Miles group and with companies participating in the Air Miles programme and their group companies. A list of Air Miles participating companies is available at (or upon request).

We protect your information, our business depends on it.

We do not give, rent or sell member lists from the Air Miles programme to any organisation or individual other than business units of RMMEL, partners, reward providers and companies contracted to process and manage your transactions, Air Miles spend requests and communications. In addition, your transaction information from one Air Miles partner is not disclosed to any other partner.

You may contact us by logging into our website or by contacting the Air Miles customer service centre. We may record your calls to check the quality of our services for training, audit or security purposes.

Opt Out

If you do not wish to receive marketing or promotional communications in electronic, printed or verbal format, simply update your account details at www.airmilesme.com or write to the Air Miles customer service centre at PO Box 24300, Doha, Qatar. Your ability to collect or spend Air Miles will not be affected. Once you have opted out, you will not be notified of any special offers or promotions. This opt out is not applicable to communications relating to the management of your account, changes to the programme or the holding companies.

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