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TERMS & CONDITIONS

Terms & Conditions

1. Membership

1.  Membership

Air Miles is free to join. You can become an Air Miles member via our website, through the Air Miles-ME mobile app or by picking up a key tag in selected partner outlets.  You must be resident in the UAE, Qatar or Bahrain to be eligible to be a member of Air Miles Programme. The registered account holder can add additional cards to their account via their online account. 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.

2. Collecting Air Miles

2.  Collecting Air Miles

Use your digital card in the Air Miles app (or plastic key tag or card) at the partner outlets before every transaction with them.  Selected partners may allow you to collect Air Miles for telephone or internet purchases, please ensure to check with the chosen partner before placing your order.  In these instances you must quote your Air Miles card number at the time of ordering upon confirming eligibility with the partner.

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 update your account balance including Air Miles collected and spent and you can view your statement online. We will correct your Air Miles account if we are satisfied that it is inaccurate; our decision is final. Miles will normally be credited to your account within 30 days of your transaction (maximum)

3. Personal Information

3.  Personal Information

For details regarding your data and privacy, please read our full privacy policy http://airmilesme.com/en-ae/privacypolicy

4. General

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
  • You can access your Air Miles account online to keep track of your account activity
  • 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 key tag. Replacement Key Tags can be collected from our partner stores
  • 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

 

5.  Transfer of Air Miles

Air Miles are personal to your Air Miles account and cannot typically be transferred. However, the registered account holder can merge their account with another Air Miles account by submitting a request to us by email. Accounts can also be added to a "Household" where there will be one head of the household who can link family members so that all miles collected on any of the cards will be pooled into one account.

6. Miles Expiry

 

 

6.  Miles Expiry

 

Three Year Air Miles Expiry Policy

Air Miles have a three-year Expiry Policy, which runs from March each year.  e.g. All Air Miles earned up to 31st March 2015 will be subject to expiry on 31st March 2018.

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

7. Rewards Terms and Conditions​

 

Air Miles will maintain a catalogue of e-vouchers on www.airmilesme.com specifying the partners where these e-vouchers are redeemable with Air Miles.

Primary, secondary cardholders and authorised person(s) with a registered Air Miles account are able to redeem for Air Miles rewards. Rewards can be issued to any person of the cardholders choice with the exception of frequent flyer programme rewards.

Air Miles can be redeemed in-store with specified rewards suppliers online at airmilesme.com.  

To redeem in-store, members must present their Air Miles virtual card or key tag and correctly answer account security questions. Members will need to ensure their personal and contact details are up-to-date on their Air Miles account to pass the security validation. To redeem online at airmilesme.com members will need to log into their Air Miles account and ensure that their contact details are up-to-date. 

Reward options may be withdrawn or amended without prior notice. Rewards prices may be amended at any time.

Rewards are subject to availability, suppliers’ warranties and restrictions at the time of redemption. At the time of redemption, the Air Miles balance must be at least equal to the total Air Miles value of the reward being redeemed.

For redemptions made with a combination of Air Miles + money the monetary amount must be paid via Visa or Mastercard credit card at the time of redemption.

Minimum miles + money differ from reward to reward. Please refer to the relevant reward to see your options.

Air Miles will automatically be deducted from the members account at the time of redemption.

Upon redemption, the Air Miles member will directly enter into a sale / purchase relationship with the concerned supplier of the Air Miles rewards.  Aimia Middle East FZ-LLC., the holding company of the Air Miles Programme shall only act as an agent for redemption of Air Miles. Members agree that Air Miles can pass their name, account number, address / email address and contact number to the relevant reward supplier where required for them to fulfill the redemption.

Air Miles rewards can only be redeemed in the country registered by the Air Miles member.

 

8. Electronic Rewards

8. Electronic Rewards

The below T&C’s apply for products redeemed from 13th November, 2014 onwards. For any electronics redeemed before the 13th November 2014, supplier product warranties are applicable and the Air Miles call centre should be contacted.

Electronics rewards are non cancellable and non refundable and cannot be exchanged for Air Miles, cash or other rewards.

All faulty items have to be returned to a Sharaf DG service centre within 7 working days of delivery, and will be governed by Sharaf DG  T&C’s.

At the time of returning the faulty item, the cardholder has to quote the mobile number provided at the time of the redemption as a reference.

 

9. Accommodation Rewards

9. Accommodation Rewards

 

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.

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 voucher terms and conditions also apply.

 

10. In-Store Rewards

10.  In-store Rewards

 

The value of your redemptions cannot exceed the total value of your purchase.

To redeem your Air Miles in-store you must present your Air Miles digital card (or Key Tag/Card) and ensure your mobile no is registered in your Air Miles account, as you will be sent a 'One time Password' at check out to complete the redemption process

Air Miles are redeemable in-store only and cannot be used to purchase goods over the phone or via the reward provider’s website.

Air Miles can be used as part payment and any balance must be paid at the time of purchase.

Air Miles are not redeemable in conjunction with any other offer, promotion or discounted rate, unless otherwise stated.

Once the redemption has been processed it cannot be cancelled or refunded.

Reward provider standard terms and conditions also apply. Please refer to the relevant in-store reward at airmilesme.com to learn more.

 

11. e-vouchers

11. e- vouchers

 

  • e-vouchers are issued by Aimia Middle East FZ-LLC for use at the specified reward provider.
  • e-vouchers are valid for 6 months from the date issued as shown on the e-voucher and are not valid beyond this date.
  • e-vouchers can be used towards purchases at participating reward provider outlets to the value mentioned.
  • e-vouchers with a monetary value 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 e-vouchers, no change will be given.
  • Multiple e-vouchers can be used per transaction.
  • e-vouchers cannot be used in conjunction with any other offer or promotion.
  • e-vouchers may not be applicable for certain goods or services. Please check with the reward provider for any exclusions.
  • Damaged, photocopied e-vouchers will not be accepted.
  • e-vouchers cannot be exchanged for cash nor sold or transferred for value.
  • e-vouchers are non cancellable and non refundable and cannot be exchanged for Air Miles, cash or other rewards.
  • Aimia Middle East FZ-LLC or the reward provider are not responsible if  e-vouchers are lost, stolen or used without permission. e-vouchers will be sent via email only.
  • Vouchers remain the property of Aimia Middle East FZ-LLC.
  • The goods or services purchased using e-vouchers are the responsibility of the rewards provider and not Air Miles.
  • Reward provider standard terms and conditions also apply.

12. General Booking Policy

12.  General Booking Policy

 

  • Air Miles Travel Shop rewards includes flight tickets, hotel stays and car rentals. These travel rewards and can only be redeemed online at www.airmilesme.com.
  • Bookings can be paid for fully with Air Miles or with a combination of Air Miles and money. Any money amount is payable with a Visa or MasterCard credit card only.
  • Booking prices are quoted based on the best available price across suppliers at the time of booking, for chosen route/destination, class of travel, passenger type, dates and times of travel.  Travel reward prices therefore vary dependent on these travel requirements, how far in advance travel is booked and availability.
  • Bookings are subject to availability and applicable airline, hotel and car rental provider booking policies. In the event of any conflict between the supplier’s booking policies and Air Miles Travel Shop Terms and Conditions and/or Air Miles Booking Policy, then Air Miles Travel Shop Terms and Conditions and /or Booking Policy shall apply.
  • Air Miles Travel Shop reserves the right to change the pricing and minimum spend required for travel rewards at any time without prior notice.
  • Travel rewards can be booked for members themselves or for anyone else they choose, provided the traveler/s have the relevant documentation and identification to utilize the booking. Once a booking is made with a registered name, the traveler’s name cannot be changed.
  • Age classification for flight, hotel and car rental bookings is determined by the age of the traveler at the end of the travel period.
  • Dates for all travel bookings have to be confirmed at the time of booking. Travel bookings cannot be held.
  • Air Miles has 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.
  • It is the responsibility of the Air Miles member to review airline baggage allowances, any travel restrictions, warnings, announcements and advisories, prior to making travel arrangements to international destinations.
  • It is the responsibility of the Air Miles member to obtain any required visas for entry to the country of destination or connecting destinations by contacting the respective embassy directly. Visa requirements will not be communicated by Air Miles.
  • By offering Air Miles Travel Shop to particular destinations, Air Miles does 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.
  • Travel insurance is not included in any travel reward redemptions. It is the members' responsibility to check for eligibility of insurance coverage with their respective insurance companies and/or credit card companies. Air Miles can not be held responsible  in the event that a claim needs to be made.
  • Refunds can only be credited to the original payment card used. Refunds will be processed within 14 days of the applicable cancellation fees being paid.
  • Refunds are not available for partially used flight booking tickets, hotel stays or car rentals.
  • For bookings made using Air Miles that have subsequently expired, the expired Miles will be forfeited and not credited back in the event of a cancellation.
  • Failure to travel or cancel travel bookings within the required timeframe will result in the travel booking being forfeited. Forfeited travel bookings are no longer valid and are non refundable.
  • Air Miles has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeur.
  • Air Miles rewards bookings must be made online at www.airmilesme.com.  In the event of an identified web site outage or technical error, offline bookings may be facilitated for travel within 7 days of the time of booking.  Offline bookings are not a service offered by the Air Miles Travel Shop in any other circumstance.
  • The airlines, hotels and car rental companies and other reward suppliers providing travel or other services are independent contractors and not agents or employees of Air Miles. Air Miles accepts 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 or any other circumstances arising from spending of Air Miles outside the control of Air Miles.
  • Air Miles is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any suppliers.

13. Flight Rewards

13. Flight Rewards

 

  • A minimum spend of 30,000 Air Miles per flight ticket is required.
  • Flight bookings are subject to airline seat availability and applicable fare rules.
  • Flight reward prices apply for the whole flight ticket and include the airfare, airport taxes (where such taxes are payable at the point of payment), duties and charges (including government and other taxes). They do not include the airport taxes that are payable upon departure or arrival directly at certain airports.
  • Tickets cannot be redeemed for unaccompanied minors. Tickets can only be redeemed for passengers under the age of 17 if a ticket for an accompanying adult over the age of 17 is being redeemed at the same time. Child and/or infant tickets cannot be booked separately and/or be added on to an existing booking at a later stage.
  • 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.
  • Flight bookings are non-transferable.
  • The maximum number of tickets that can be redeemed per booking is nine (9). However, please note that some airlines may have their own restrictions.
  • Flight reward bookings cannot be booked for open ended tickets. 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 bookings are eligible to collect airline frequent flyer programme points. It is the passengers’ responsibility to contact the airline directly to inquire about eligibility and ensure frequent flyer points are collected from eligible and participating airlines.
  • For flight bookings, date changes, airport changes, re-routing and ticket upgrades are permitted based on airline terms & conditions. The applicable airline fees and  Air Miles fees are payable by a Visa or MasterCard credit card only
  • Each passenger must have a valid passport as part of the flight reward booking process.
  • 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.
  • Electronic tickets will be issued and sent to the members registered email address and to the alternate email address specified in the booking (if any)
  • Air Miles is not responsible for the fulfillment of special requests (e.g. meal choices, seat allocation, special assistance). The member will need to contact the airline directly for all special requests.
  • It is the members' responsibility to check for updates regarding any changes in flight timings. Air Miles and its travel reward supplier cannot be held responsible for communicating any updates related to flight reward bookings.

14. Hotel Rewards

14. Hotel Rewards

 

  • A minimum spend of 14,000 Air Miles per hotel booking is required.
  • Hotel bookings are subject to the terms and conditions imposed by the hotel.
  • Hotel booking prices apply for the room stay only unless specified otherwise at the time of booking. All additional charges are the liability of the primary/lead guest and payable to the hotel directly.
  • Hotel bookings must be booked in the name of the primary/lead guest who should be at least 18 years of age at the time of check-in.
  • Hotel bookings are non-transferable.
  • Only one (1) hotel booking can be made per redemption. The maximum number of rooms that can be booked per redemption is three (3) rooms. The maximum number of occupants that can be booked per room is subject to room restrictions as defined by a specific hotel.
  • Expenses incurred during the hotel stay such as telephone charges, pay television, meals (unless specified), laundry, room service, mini bar, tips etc. are additional costs which must be paid directly to the hotel at the time of check-out.
  • Check-in and check-out times are as per the hotel terms and conditions.
  • We are unable to hold a hotel reward booking on a members behalf. Hotel rewards vouchers will be issued at the time of booking.
  • In some cases, hotel bookings are eligible to collect hotel loyalty programme points. It is the members' responsibility to contact the hotel directly to inquire about eligibility and ensure loyalty points are collected from eligible and participating hotels.
  • 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  by a Visa or MasterCard credit card only.
  • For some hotel suppliers, an amendment request may require a cancellation of the original booking, and submitting an entirely new online booking by the member. In these circumstances, rates and room availability will be subject to hotel inventory rules applicable for the period. Best efforts will be made to secure same rates but this cannot be guaranteed.
  • A valid photo identification will be required at the time of check-in for each occupant of a hotel room booking.
  • Hotel booking confirmation and voucher will be issued and sent to the member's registered email address and to the alternate email address specified in the booking (if any)
  • Special requests (e.g bed type, honeymoon/anniversary, room location, early check-in, late check-out etc.) should be requested with the hotel directly and are subject to availability at the time of check in and at the hotel discretion. Air Miles and/or the hotel cannot confirm these concessions at the time of booking.

 

15. Travel Booking Amendments and Cancellations (i.e Flights, Hotel)

15. Travel Booking Amendments and Cancellations (i.e Flights, Hotel)

 

  • Amendments and cancellations can only be made if permitted within the terms and conditions of the travel booking from the airline, hotel or car rental provider.
  • Fare rules should be checked at the time of booking.  Please refer to the full terms and conditions of the airline which can be found on the airlines website.
  • Amendments and cancellations must be made by calling the Air Miles Travel Rewards Centre, between 9am and 6pm UAE time, Saturday to Thursday, and at least 1 working day prior to date of flight departure, hotel check-in or car pick-up.
  • In the event that amendments or cancellations are made directly with the airline, hotel provider or car rental provider,  Air Miles Travel Shop will be unable to subsequently change, cancel or refund your booking.
  • An amendment fee of AED 150 applies to each amendment to any hotel/car rental booking or per passenger for flight bookings. This fee is in addition to any fees applied by the applicable flight, hotel or car rental provider. 
  • Refunds can only be credited to the original payment card used. Refunds will be processed within 14 days of the applicable cancellation fees being paid.
  • Any amendment or cancellation fees imposed by the flight, hotel or car provider must be paid by a Visa or MasterCard credit card only.
  • For flight bookings, date changes, airport changes, re-routing and ticket upgrades are permitted. The applicable airline fees and  Air Miles fees are payable by a Visa or MasterCard credit card only.
  • In instances where amendments result in a higher price customers must pay the additional cost as money with a Visa or MasterCard credit card only.  In instances where amendments result in a lower price, a refund will be provided.
  • In the event of any permitted cancellations, all applicable cancellation fees must be paid with a Visa or MasterCard credit card prior to any refund being provided. 
  • For bookings made using Air Miles that have subsequently expired, the expired Miles will be forfeited and not credited back in the event of a cancellation.
  • Failure to travel or cancel a travel reward booking within the required timeframe will result in the travel booking being forfeited. Forfeited travel bookings are no longer valid and are non refundable.
  • Refunds are not available for partially used flight booking tickets, hotel stays or car rentals.
  • Air Miles accepts 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 or any other circumstances arising from spending of Air Miles outside the control of Air Miles. The airlines, hotels and car rental companies and other reward suppliers providing travel or other services are independent contractors and not agents or employees of Air Miles.
  • Air Miles has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeur.

 

16. Your privacy

16. 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.

17. What information will we use?

17. What information will we use?

 

By participating in the Air Miles programme, you consent that we will collect, process and use information about you and any additional card holders within your account, in the UAE, UK, India. 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 (‘member information’). Your ‘member information’ is processed and stored in secure and confidential databases in the EU. If you choose not to provide this information, it will not affect your ability to collect or spend Air Miles.

 

18. How will your information be used?

18. 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.

 

19. Who will we share your information with?

19.  Who will we share your information with?

 

We will only share your information within the Air Miles group, companies participating in the Air Miles programme and their group companies and companies contracted to process and manage your transactions, Air Miles spend requests and communications. A list of Air Miles participating companies is available at http://airmilesme.com/en-ae/section/collect  (or upon request).

You may contact us by logging into our website or by contacting the Air Miles call centre.

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 Aimia Middle East FZ-LLC, partners, reward providers and companies contracted to process and manage your transactions, Air Miles spend requests and communications.

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

 

 

20. Opt Out

20. 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 airmilesme.com. 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.

You may contact us by logging into our website or by contacting the Air Miles call centre.