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 application pack in selected Partner outlets. 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 twelve 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 ME, PO BOX 24300, Qatar.

2. Collecting Air Miles

Inform the partner that you are an Air Miles Member and hand your Air Miles Card to the Partner 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. Claiming a Reward

Once you have Collected enough Air Miles, you can request a Reward from our current Reward portfolio instantly in-store at selected outlets (as applicable), online or by calling us. You will need to pass certain security criteria at the time of spending your Air Miles and proof of identification must be presented for in-store Air Miles Spend. Only Primary Cardholders are able to claim Air Miles Rewards

Rewards are subject to availability and any advance booking requirements, cancellation restrictions or other conditions are set by the Reward provider. Therefore, we cannot be held liable for the failure of a Reward provider to provide Rewards if the reasons are covered by its own terms and conditions

Full Rewards terms and conditions are available below

4. Personal Information

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

5. 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 quarterly 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 unauthorised 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

6. 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 attached 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

7. Rewards terms and conditions

All Rewards are subject to availability. Transactions upon which Air Miles are spent are made directly with the Reward provider and we have no responsibility for delivery, standard, quality or otherwise of any goods or services received or supplied or the failure of a Reward provider to honour or make a specific Reward available

These transactions and all Rewards are subject to all applicable legal rules and the terms and conditions (booking requirements, cancellation restrictions, return conditions, warranties and limitations of liability, etc.) of the Reward provider

In addition, the following terms apply:

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 release 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
• In instances where the product is faulty, the manufacturer 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 of the date from which you spent your
  Air Miles will expire
• If you make a payment and the redemption is not processed, due, for example to a 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
• Products will be delivered directly by the Reward provider within seven to ten 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 exclude taxes and service charges, 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

Reward Vouchers

• Each Reward voucher represents the cash value shown on its face
• Photocopies are not valid and will not be accepted
• Reward vouchers can only be used to obtain goods or services from authorised Air Miles Reward providers to a value mentioned on the voucher, by handing it over to the Reward provider at the time of buying
• This may not be available at concessions within certain Reward providers’ participating retail outlets
• Vouchers can be used as part payment. If the price of the goods or services exceeds this value, the balance must also be paid
• If the price of the goods or services is less than this value, no change will be given (unless the Reward provider states otherwise)
• Vouchers remain the property of RMMEL
• Each Voucher is not valid beyond the expiry date shown on its face
• Vouchers cannot be exchanged for cash nor sold or transferred for value
• For dining, rental and leisure Rewards, vouchers do not constitute a reserved booking - please call the supplier directly to make a booking
• All Reward vouchers and tickets can be collected from our office or sent to you via ordinary mail to your registered PO Box
• If you request tickets or vouchers to be delivered by courier, the appropriate number of Air Miles will be debited from your Air Miles balance

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
•  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
• Flight Reward prices include the airfare and booking fee and exclude airport taxes, duties and charges (including government and other taxes). These are the responsibility of the Member and must be paid at the time of booking by Visa, Mastercard or JCB credit cards only.
• Air Miles can not be redeemed for infant tickets.  An infant ticket can be purchased by Visa, MasterCard or JCB credit card provided it is purchased together with a Flight Reward for an accompanying adult.
• Additional tickets which need to be paid fully as money cannot be processed by Air Miles and must be booked directly with a travel agency or airline
• We are unable to hold a Flight Reward booking on a Members behalf. Flight Reward tickets must be ticketed at the time of booking
• Flight Rewards can be redeemed for Members themselves or for anyone else they choose

•  Flight Reward Fares for UAE, Qatar and calculated fares in Bahrain
  • Calculated Flight Reward prices are based on the best available fare across all airlines for the chosen dates and times of travel. Calculated Flight Reward fares therefore vary dependent on travel dates, how far in advance travel is booked and airline seat availability
  • Calculated Flight Reward fares apply for one way or return flight bookings
  • Flight Rewards can be paid for with a combination of Miles + Money. A minimum spend of 50,000 Air Miles per member per ticket applies for Miles plus Money payments

•  Published Flight Reward Fares (Bahrain only)
  • Published Flight Reward fares apply to return flight bookings that originate and end in Bahrain
  • Published Flight Reward fares apply for travel during non-peak periods only. Peak season dates for 2011 are 15 June to 15 August, 14 December to 2 January and 7 days during Eid Al Fitr (31 August to 6 September) and Eid Al Adha (5 November to 11 November)
  • Published Flight Reward fares apply to flights booked and ticketed a minimum of 14 days prior to departure. For flights booked less than 14 days prior to departure the Flight Reward fare will be calculated.
• We reserve the right to change the pricing for Flight Rewards 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
• 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

• 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 150 AED 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 can opt to pay the additional cost of the Flight Reward as Air Miles or Money
  • Cancellations are subject to airline terms and conditions
  • For all cancellations, a cancellation fee of 150 AED 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 150 AED cancellation fee 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

We collect personal information to:

• Administer the Air Miles Programme - including the management of Member Accounts, to accurately record and update Air Miles balances
• Process Member Air Miles spend - including the issuance of Reward tickets, vouchers and products
• Communicate information and offers to Members, Partners and  Reward Suppliers
• Understand and analyse Member needs and preferences
• Develop, enhance, market and provide products and services to meet these needs
• Enable Members to participate in promotions and contests

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. If you choose not to provide this information, it will not affect your ability to collect or spend Air Miles

We will use your information from time to time to promote additional products, services, Rewards and Offers from the
Air Miles Programme and its Partners which we believe may be of interest to you

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

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 unsubscribed you will not be notified of any special offers or promotions