Guide No Exchanges, No Returns (Return to Redemption, Book 4)

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  4. FAQs - Asia Miles

Partner restaurants will give you an Asia Miles dining receipt or electronically printed restaurant receipt with pre-printed membership number and member name. The miles will normally be credited to your account within 6 to 8 weeks.

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To claim missing non-air miles, simply log in to your Asia Miles account, go to " Manage your miles ", click " Claim missing miles ", and select "Claim non-airline miles". There are a few reasons this could happen. One possibility is not quoting your membership number during your purchase. It is also possible that the service or rate you paid was not eligible for accruing Asia Miles. Please refer to the "Earn miles" section and related terms and conditions under individual partners for details on eligibility.

For missing non-airline miles requests, original receipts are required. For some non-airline transactions such as dining and inflight purchase transactions, original receipts with pre-printed membership numbers are required. All documents submitted will be retained for record-keeping purposes, so we suggest that you keep copies for your own reference.

Sorry, open-dated award tickets are not permissable. You can only redeem tickets for award travel with a confirmed reservation. Unfortunately not. One of the principal rules pertaining to flight tickets is that they have to be used according to the sequence they were issued meaning coupon after coupon. Should a ticket not be used in sequence, all flight coupons following the original used coupon will be forfeited and become invalid for further use.

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To redeem award tickets on partner airlines that can't be redeemed online, you can submit a Flight Award request form. An Asia Miles member services executive will look into it and get back to you. Alternatively, you can call our Asia Miles service hotline for assistance. Yes, if you or your nominees have a confirmed booking with any one of the eligible fare classes on Cathay Pacific and Cathay Dragon.

For a detailed list of of fare class upgrades, click here. You can check the status of bookings for your Cathay Pacific and Cathay Dragon flights at any time. Just visit www. After that, you can select your booking to review the latest status. Once your flight has been confirmed, you will receive an email from Cathay Pacific notifying you that you have successfully redeemed your ticket.

You can then have your award ticket issued by clicking the "Manage this booking" button and selecting "Issue award ticket" from Cathay Pacific's website. For other airlines, you will also receive an email if your redemption has been successful. But to check the status of your booking, you may need to contact your selected airline or contact our service hotline for further assistance.

You can follow the steps below:. For other airlines, you will need to submit a " Flight Award request form " by clicking the "Request flight" button under "Travel with greater flexibility". If you have purchased eligible Cathay Pacific or Cathay Dragon tickets for you or your Redemption Group Nominees, you can follow the steps below:. Alternatively, you can also follow the information under "Upgrade Awards" in the "Flight Award request" section. To find out more about companion tickets, follow the information under "Companion Ticket Awards" in the " Flight Award request " section.

Yes, a completely unused ticket can be cancelled for a service fee of USD or 12, Asia Miles providing this is done prior to the ticket expiry date. The balance of Asia Miles used to claim the award s will then be credited to your membership account.

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Airport taxes and fuel surcharges would be refunded to the original credit card used within 4 to 6 weeks at the prevailing current rate of exchange. Alternatively, since Flight Awards are usually valid for one year from the date of issue. Changes are subject to award seat availability. Blackout dates do not apply when flying Cathay Pacific or Cathay Dragon, but award seats are assigned on a first-come, first-served basis.

You can click here to check for flight availability online. Blackout dates apply for certain airline partners, so please check for this at the time of reservation. The amount of Asia Miles required for an infant passenger occupying a seat is the same as for an adult. Unless otherwise stated, Flight Awards are valid for one year from the date of issue.

However, the tickets must be issued before the miles expire. You can reserve your seats during online redemption booking, or go to Manage booking for more details. You can request an Airport Upgrade Award at check-in with your eligible ticket on the flight departure day, subject to award seat availability at the time of request. Please click here to learn more. You can redeem a maximum of kg or two pieces of baggage per redemption, per flight sector. Please submit your request at least 10 days prior to your flight departure if you are making your request via our service hotline.

Alternatively, you can claim Extra Baggage Awards instantly at check-in. To change the date of your flights, follow the steps below:. For flights that can only be rebooked through other channels and for other airlines, please contact our Asia Miles service hotline , email us, or get in touch via our social media channels for further assistance.

Yes, a completely unused ticket can be reissued for a service fee of USD or 10, Asia Miles subject to:. Previous airport taxes and fuel surcharges paid for the original award ticket s will be refunded to the original credit card used at the prevailing current rate of exchange, within 4 to 6 weeks. For further assistance, please contact our Asia Miles service hotline , email us or get in touch via our social media channels.

Our awards are provided by various partners, who might have different timelines and delivery methods. You can view details regarding the timeline and delivery methods on the respective promotion pages. Should you have trouble finding the page, you're advised to contact our service hotline for further assistance. If you do not receive the award within the agreed delivery period, please contact the delivery partner via the contact information provided on the relevant award webpages. Log in to your Asia Miles account on the iRedeem website.

Click "Your account" and go to "Your redemption history". Don't worry. Just email us so that we can help reissue your redemption letter. Please go to "Your redemption history" and check the latest redemption status. Close all browsers and try again if no redemption is recorded. If you encounter the same issue, let us know the browser and device you are using, as well as the date and time the error occurred, with a screenshot of the error for our further checking.

You can contact us via our service hotline , send us feedback , or email us. All Lifestyle Awards are non-refundable and cannot be exchanged once they have been redeemed. For full details, please check our terms and conditions. If you wish to redeem the award item within a specific country, please go to " Your profile ", select "Contact and communication", and update your account with a valid mailing address with postal code that matches the award delivery country. Please check the details of the terms and conditions for each specific award before you redeem, as some items are only delivered to designated countries, or must be collected from collection points in certain locations.

Lifestyle Awards are non-refundable, non-exchangeable, and non-extendable once redeemed. They will have the flexibility of using their preferred combination of e-vouchers and cash to settle the payment. For more details, please visit asiamiles. For more details about HK Express e-vouchers, please visit: www.

E-vouchers will be available in different denominations.

Members can use multiple e-vouchers when they check out on HK Express website. The conversion rate is at 8 reward-U Points to 1. More conversion details will be available in the fourth quarter of Please keep an eye on the reward-U website and its member communications or stay tuned on Asia Miles social media accounts for the updates. You may check out the frequently asked questions on reward-U website. General questions.

Account questions. Account management. Membership card. Redemption Group. Earning miles. Airline partners. Missing miles. Retail partners. Other partners. Redeeming awards. Flight Awards. Change booking. Lifestyle Awards. HK Express Partnership. Redeeming HK Express Flights. Conversion of reward-U Points to Asia Miles. Ask us online. How do I unsubscribe from email communications? Why am I not receiving emails from Asia Miles?

Click "Save" If the problem persists, please contact your email service provider or visit this page. I forgot my password and tried to log in. Now my account is locked. What should I do? I forgot which email address I used to register my membership account.

How can I reset my password? I couldn't receive a reset password link. How do I update my personal details in my membership profile? You can update your personal details online. Steps are as follows: Log in to your account. Go to " Your profile ". Select "Contact and communications", and then click "Edit" and to update your personal details. Click "Confirm" to complete the process. I have two passports with different middle names. Which one should I register as my account name? Can I check my miles balance and expiry date through other channels besides the Asia Miles website?

Why haven't I received my Account Summary? My miles are about to expire, but I don't have any travel plans coming up. What can I do? How do I access my monthly statements? I recently changed my legal name. How do I change my membership profile name? Online equiry form Click " Online enquiry " first. Select "Manage your account". Select "Update your membership name or date of birth". Leave us a message stating you need to change your name and attach copies of your new and old passports.

Email State in the email subject that you need to change your name and attach copies of your new and old passports. How do I cancel my Asia Miles account? How long are Asia Miles valid for? Asia Miles are valid for three years from the month the miles are credited. Will my account be closed if it is inactive for a period of time? Why haven't I received my physical membership card yet? Do I always have to bring along my Asia Miles membership card?

Can I use the mobile membership card to earn and redeem from Asia Miles partners? How often can I change my Redemption Group? Are there any related charges for this? How often do I receive my online statement and how long will my statements be stored online? Where can I find the list of promotions for earning bonus Asia Miles? How can I earn miles with Asia Miles airline partners? Can I check how many Asia Miles I can earn for my flight? What do you mean by "eligible" fare class? How are Asia Miles calculated if my trip includes a connecting or through flight? I want to claim missing airline miles.

Why haven't my Asia Miles been credited? How should I send over the supporting documents for airline miles? What kind of supporting documents do I need to submit to claim missing airline miles? And will these documents be returned to me? Can I receive Asia Miles for other flight passengers? Can I receive miles from Asia Miles and points from other frequent flyer programmes for an eligible flight at the same time?

What is a codeshare flight, and will I earn Asia Miles when flying with one? I logged in to my account and made purchases at the Asia Miles iShop, but they aren't showing up in my "iShop transaction history". I have submitted a missing iShop miles claim. How long can I expect to wait for the miles to appear in my account? Why have my credited Asia Miles been cancelled?

Your Asia Miles may be cancelled for a number of reasons. The most common are: You have returned the products you purchased to the merchant. Your last website visit with this merchant didn't come from the same page that was directed from the Asia Miles iShop website. I forgot to visit the merchant's website via the Asia Miles iShop before buying something. Can I still receive Asia Miles for my purchase? How does Asia Miles iShop work? What's the process?

The Asia Miles iShop works in this way: Upon making a confirmed purchase, you will receive an acknowledgement email from Asia Miles iShop support within 5 days. This will be noted in our "iShop transaction history". The iShop merchant will verify the transaction. This typically takes up to days, but may take longer depending on the merchant. If a transaction is in the process of being refunded or payment is not successful, the respective merchant will not approve the purchase and the corresponding miles will not be credited.

If the transaction is approved by the merchant, you'll receive an approval email from Asia Miles iShop support. Your iShop status can be viewed in your "iShop transaction history". Asia Miles will then be credited to the member's account within 30 days. This will also be reflected in your "iShop transaction history". My iShop purchases aren't showing up in my account, even though cookies are enabled. How come? Complete all your online purchases in one session.

If you decide after the check-out stage that you want to purchase something else, close the merchant site window and start the process again from the Asia Miles iShop site. If you're buying insurance, make sure you start from a completely new quote. Don't retrieve a saved one or use a renewal offer if you're already a policy-holder. Don't click on another banner or website promoting the merchant before you complete your transaction.

Not a credit or debit card. Not reloadable. Cannot be resold. Safeguard the certificate. Certificates may be replaced if lost, stolen or damaged, subject to cardholder providing proper verification at time of request. However, Broadway. Purchase, use or acceptance of card constitutes acceptance of these terms.

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For additional terms and conditions, please go to www. Tickets go on sale for group orders before they go on sale for individual ticket buyers. As soon as a show is on sale for groups, it will appear on our website. If you do not see your show, either it has closed already or it is not on sale yet. Please give us a call or check back on the website soon. Please indicate all dates that your group can attend the show on your order form. For example, if the group can go on any Saturday in March, please note that on your request. Date flexibility is helpful in filling your group order as quickly as possible.

Please indicate up to three alternate show choices on your order form in case your first choice is sold out. We will submit your requests in order and confirm or deny your group order based on the box office's availability. Listing alternate shows is especially important for shows that have opened within the past year. In your original request, please note the part of the theatre where you would prefer to be seated. Your invoice will guarantee the section of the theatre confirmed by the box office.

However, because a group request is not officially finalized until we receive payment for the order, some box office ticketing systems cannot confirm exact seat locations until an order is paid. Box office ticketing systems in theatres that are owned by Shubert and Jujamcyn organizations about two-thirds of Broadway theatres can quote seat locations before you pay for tickets. They can, however, change seat locations before payment if necessary. Call us to find out if your show can or cannot quote seat locations before payment. Once you have paid for your tickets, we will send your tickets via Federal Express for a mailing fee or hold the tickets at the theatre box office for you to pick up, free of charge.

Usually your group will be seated together, but if a show is heavily sold or a theater is small, your group may need to be split. The box office will seat your group as close together as possible. If, for example, someone in your group requires an aisle seat, or all of your seats must be in pairs, please note that special request on your order form.

While special requests can never be guaranteed, we will be sure to pass them along to your show's theater box office, which will do its best to accommodate you. There are a number of fine Times Square-area restaurants that are great for groups. Once your theater tickets are confirmed, please contact a group sales agent to add on the restaurant option. Click here to learn more about your restaurant choices.

We are happy to ship your group tickets via Federal Express for a minimal mailing fee, provided there is enough time before your performance date. FedEx cannot deliver to a P. Box and a phone number is required. We can also hold your tickets at Will Call, meaning you can pick them up at the theatre box office on the day of the show. Please note that Will Call is the only option for off-Broadway tickets and international customers.

If you would like to get your tickets before the day of the performance and cannot receive them by FedEx, you may also visit us in our corporate office during our business hours. If you would like to pick up your tickets prior to the day of the show, you can come see our Broadway experts in action at our office.

We are located just north of Times Square at 7th Avenue between 48th and 49th Streets , and our offices are on the 6th floor. Our pick-up hours are 9am to 6pm, Monday through Saturday. Generally, no. We do not charge a service fee on group orders. Occasionally exceptions will apply for holiday or Saturday evening performances.

Please check each show page for specific pricing. Since payment due dates vary, you will receive a separate invoice for each attraction you book — i. Payment due dates for group tickets and meal reservations vary between shows and restaurants. Your payment due date will be indicated on your invoice when your ticket order is confirmed by the box office. Payment for educational workshops is due one month before the workshop date or immediately if your workshop is within one month.

Absolutely — your payment deadline will be given at the time your order is confirmed by the box office. Please mail your check to: Broadway. Broadway Classroom is a series of interactive workshops designed to further enhance your groups' Broadway experience. They are a great way to engage students in a variety of theatre disciplines and were developed in accordance with the National Standards for Arts Education. This division has created workshops that can be booked along with group theater tickets and an optional meal at a local Times Square restaurant to provide a fully educational day on Broadway with one phone call to 1.

All workshops are 90 minutes with the exception of our Open Call workshop, which is 2 hours; and Up Close and Personal and the Broadway Close Up, which are 1 hour. You know your group best! All workshops are currently held on the West Side of Manhattan between 26th and 57th Streets, between Broadway and 12th Avenue. Depending on your workshop and theatre locations, you may have a minute walk. Studios are subject to availability, so if you need a specific location, please let us know at the time of your booking. It is possible for your group to schedule a workshop in the morning, walk to lunch at a local Times Square restaurant or enjoy free time in Times Square, then walk to a matinee show.

All pricing except where noted is based on a minimum booking of 25 attendees.

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Two chaperones can attend for free with every 25 paid entries. Net rates are available for tour operators — please call 1. Please call for specific workshops and pricing. Yes — the workshops were created as a benefit for groups who attend the theater together, and we are unable to accommodate individual Broadway fans who would like to take classes while visiting. We can accommodate smaller groups that are under 25 attendees. Flat rates apply for groups under 25 attendees. Please call for pricing. We offer many different workshops that are customized specifically to your group.

Whether you're bringing a corporate group, Church group, Scout Group, or the entire sixth grade to Broadway, we can customize a workshop to fit the group. We will do our very best to make your workshop show-specific depending on the scheduling of your workshop and the Broadway show schedule. For instance, if you are requesting a Saturday afternoon workshop time, most shows are in matinee performances at that time, and it would be impossible to get a performer from your show to do the workshop. If your group can be a bit flexible with your workshop time, we can work very hard to make your workshop show-specific.

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General Questions Can I cancel my tickets after they have been confirmed? How do I can cancel my tickets if I have cancellation insurance? Can I cancel my group tickets after they are confirmed? What do I do if my show closes before my performance date? What if I can't make it to my show because of bad weather? Why is delivery delayed for my tickets?

What if my tickets never arrived in the mail or are lost? What if I have a problem when I arrive at the theater? What do I wear to the show?

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