Categories
  • Account questions
  • Earning miles
    • Airline partners
    • Retail partners
    • Other partners
  • Redeeming awards
    • Flight Awards

Need further assistance?

General questions

Marco Polo Club is the loyalty programme of Cathay Pacific and Cathay Dragon. Members can earn Club Points by travelling on Cathay Pacific, Cathay Dragon or through eligible fare classes of other oneworld partners. With more points, you can qualify for higher tiers of the programme to enjoy more travel privileges.


Asia Miles is a rewards programme in which members can earn miles that can be used to redeem a huge range of travel and lifestyle awards. Members of Marco Polo Club are automatically enrolled as Asia Miles members, using the same membership number for accrual and redemption purpose.


Find out more by watching this video or checking this out.

First, log in to your account. Go to "Your profile", select "Contact and communications", and then click "Edit" so that you can uncheck the relevant boxes. Click "Confirm" to unsubscribe from email communications.

Emails from Asia Miles may have been inadvertently blocked by your email service provider. To fix the issue, please add “memberservices@asiamiles.com” to your “Safe sender list”. See below for our step-by-step guide (using Hotmail as an example) on how you can add us to your list.

  1. Click “Settings” > “Options” > “Safe and blocked senders” > “Safe senders”.
  2. Enter “memberservices@asiamiles.com”.
  3. Click “Add to list”.
  4. Click "Save"
  5. If the problem persists, please contact your email service provider or visit this page.

If you are using email services from other service providers (Gmail, Yahoo Mail, Netvigator, etc.) and you're encountering the same issue, please contact your email service provider for assistance.

Login

For security reasons, a membership account becomes locked after an incorrect password is entered three times. You can simply reset your password by clicking "Forgot password?". Your account will be unlocked after you reset your password.

Please email us to update your email address.

The email containing your reset password link may have gone to your email's trash or junk folder. If you have trouble retrieving the link from those folders, it is possible that our emails are being blocked by your email service provider. Try checking "Why am I not receiving emails from Asia Miles?" under "General questions" in our FAQs for a quick fix solution. If the problem persists, please contact our Asia Miles service hotline, email us, or get in touch via our social media channels for further assistance.

Account management

You can update your personal details online. Steps are as follows:

  1. Log in to your account.
  2. Go to "Your profile".
  3. Select "Contact and communications", and then click "Edit" and to update your personal detials. Click "Confirm" to complete the process.

update my personal details

We suggest that you register with the name shown on the passport you use most frequently for your flight tickets. If you travel with your second passport in the future and wish to claim your miles, you must provide copies of both of your passports to us through email, stating your issues, so that we can help record your name as it appears on your second passport.

Yes! You can download the Asia Miles App to check your miles balance instantly, or check your registered email (please make sure you've provided us a valid email address), where we send a monthly Account Summary.

Please ensure that your registered email address is up to date in order to receive your monthly Account Summary. It is also possible that our emails were mistakenly directed to the junk or spam folders of your mailbox. So please check there to potentially recover your Account Summary emails. Alternatively, you can log in to your account, go to "Account overview", and view your "Monthly statements".

With Asia Miles you can redeem non-flight related awards, so you don't have to be travelling to redeem awards. Check out a wide range of awards in the "Redeem awards" section. Alternatively, you can also renew your miles for another 3 years. A service fee applies.

To check your monthly statements, simply log in to your Asia Miles account, go to "Account overview", and check your "Monthly statements" going back as far as 12 months.

access my monthly statements

You can change your membership name by submitting an online enquiry form or sending us an email. Follow the steps below depending which way you opt to make the change.


Online equiry form

  1. Click "Online enquiry" first.
  2. Select "Manage your account".
  3. Select "Update your membership name or date of birth".
  4. Leave us a message stating you need to change your name and attach copies of your new and old passports.

Email

  1. State in the email subject that you need to change your name and attach copies of your new and old passports.

Once we receive your request, we’ll get back to you as soon as possible.

Please submit your cancellation request by emailing us and return your membership card by post (Asia Miles, PO Box 1024, Tsuen Wan Post Office, Hong Kong). Any outstanding miles will be cancelled at the same time.

Asia Miles are valid for three years from the month the miles are credited.

An Asia Miles membership account without any recorded activity for a period of 36 months will be closed without notice once all remaining Asia Miles have expired.

Membership card

You will receive a physical Asia Miles membership card once you have completed your first qualifying flight with any of our airline partners, or once you have been credited with 250 Asia Miles from any non-airline partners. If you still haven't received your physical membership card after fulfilling these requirements, please update your mailing address in the "Your profile" section and contact us for redelivery. Please allow 28 working days for the delivery of your membership card after meeting either of these criteria. In the meantime, you can download the Asia Miles App from iTunes or Google Play for a mobile membership card.

A mobile membership card can be used in addition to your physical membership card. You can download the Asia Miles app from iTunes or Google Play.

Yes, Asia Miles partners accept our mobile membership card just as they would the physical membership card. The only exception is earning Asia Miles with our inflight sales. Please bring along your physical membership card when making inflight purchases to earn Asia Miles.

There is no difference, and which card you use comes down to personal preferences. The mobile membership card is simply an alternate way for members to keep the card on hand via their mobile device. If members do not wish to allow others (e.g. staff of Asia Miles partners) to handle their mobile device, the plastic membership card may be preferable.

Redemption Group

You can register your first five nominees with no fee applied. Thereafter, you can change up to three nominees per membership year with a service fee (online form USD50, other channels USD75). This applies to replacing each existing nominee or registering each new nominee to replace a previously deleted nominee. You may also update a nominee's membership number or title, or delete an existing nominee anytime for free.

Statement / Transaction

Unfortunately no. Your Account Summary will only be sent to the registered email address in your profile.

Asia Miles online statements are updated on a monthly basis and only kept online for a period of 12 months. We recommend you to save your online statements for future reference.

General questions

To see promotions, go to our "Hottest offers" page under the main "Discover" section from the menu of the Asia Miles website.

General questions

It's easy to earn Asia Miles. Just quote your Asia Miles membership number when making your booking and when you check in at the airport. If your flights and fare classes are eligible, miles will be credited to your Asia Miles account within 4 to 6 weeks after completing your travels. You can check whether your flights and fare classes are eligible in the "Airline partners" section by selecting the airlines you have traveled with.

You can use the “Airline miles calculator” to calculate the number of Asia Miles you can earn on eligible flights and eligible fare class.

Miles credited are based on the fare class booked and shown on the air ticket. Not all fare classes are eligible for Asia Miles. For details refer to the "What you can earn" section under each individual airline partner page. The fare class is normally indicated under the Itinerary section of your flight ticket receipt.

"eligible" fare class

Asia Miles are awarded based on the “great-circle distance” in miles between the origin and destination airports. For connecting or through flights that require a change in flight number, the sum of the “great-circle distance” for each segment will form the basis of the amount of Asia Miles credited.

Missing miles

Airline miles may not have been credited to your account if you didn't provide your Asia Miles membership number during booking and check-in. To make a claim for these missing miles, log in to your account, go to "Manage your miles", click "Claim missing miles", and select "Claim airline miles". Follow the instructions to complete the process. Just make sure you do so after 7 days, but within 6 months of the travel date. If your claim is successful, the miles you should have earned will be credited into your account within 6 to 8 weeks. Please note that new members can only claim missing miles for flights taken within 4 weeks prior to their enrolment date.

This can be caused by different reasons, such as a name mismatch, a membership number mismatch, ineligible fare class and other similar issues. It is also possible that your flight was ineligible for earning Asia Miles – please refer to the "Airline partners" section to check eligibility. To avoid missing out on Asia Miles due to name mismatches, please make sure that the name on your passport, ticket and membership profile all match each other exactly.

Different airlines have different requirements. You can submit missing miles requests online for Cathay Pacific, Cathay Dragon, British Airways, Qantas Airways and Air New Zealand. For Air China, Alaska Airlines and Gulf Air, you will need to post original documents. For other airlines, please email or post us the documents. More details on how you should claim your airline miles can be found here.

airline miles

Depending on the airline partner, you may need to submit the original boarding passes and tickets by post, or send scanned copies of these documents by email, together with the Missing miles request form.

For details of the required supporting documents for each airline, please log in to your account and click "Manage your miles" from the submenu (which appears as you click your name on the top right corner), then select "Claim missing miles".

If you need to submit original documents please ensure that you keep copies for your own reference, as the original documents will not be returned.

Eligibility

These letter codes on boarding passes are just for onboard cabin class identification (e.g., "Y" or "M" represent onboard Economy class for Cathay Pacific). Miles credits, however, are based on the fare class booked and shown on your ticket receipt − not on the boarding pass.

Yes, you can receive Asia Miles for eligible flights completed no more than 30 days prior to the date of your enrolment with Asia Miles.

Asia Miles are only awarded to the member who has flown on the flight. To earn Asia Miles, names on the flight ticket, passport and membership must be identical.

No, miles or points can only be awarded to one frequent flyer or travel reward programme at a time. Therefore, you will need to quote your preferred programme's membership number when you make your reservations and present the same membership card at check-in, in order for eligible flights to be credited to your account.

A codeshare flight is a flight marketed by one airline and operated by another airline. That flight generally carries flight numbers from both airlines. Certain codeshare flights are ineligible for the accrual of Asia Miles. Please check with the relevant airline reservation office to confirm the eligibility status.

iShop

It's possible that the web browser you used at the time of your purchase had cookies disabled. Cookies allow us to track your purchase and without them there's no way for the system to allocate Asia Miles to your account. Your purchase will be processed as follows: within 5 days of purchase, the sale transaction will be acknowledged when you receive a purchase status email from Asia Miles iShop support. The lead-time for the approval of purchase transactions typically takes 120 days, but may take longer depending on the individual merchant. If the transaction is approved by the merchant, Asia Miles will normally be credited to a member's account within 30 days.

Once we receive your missing miles request, your claim will be verified within five working days. You can check your "iShop transaction history" to check the status of your claim.

For untracked purchases: If the claim is valid, we will track the sales again and resend a purchase acknowledgement email to you. Miles will then be credited through the normal flow (i.e. the corresponding merchant will verify the transaction within 120 days. Once you receive the purchase approval email, Asia Miles will then be credited to the member's account within 30 days).

For tracked purchases: Valid claims will be acknowledged by email. Miles credit will then go through the normal flow (i.e. the corresponding merchant will verify the transaction within 120 days. Once you receive the purchase approval email, Asia Miles will then be credited to the member's account within 30 days). If the claim is invalid, we will notify you about why the case is invalid.

Your Asia Miles may be cancelled for a number of reasons. The most common are:

  1. You have returned the products you purchased to the merchant.
  2. Your payment failed or you didn't meet the merchant’s credit check requirements.
  3. Your last website visit with this merchant didn't come from the same page that was directed from the Asia Miles iShop website.
  4. Your transaction didn't meet the merchant’s terms and conditions.

Unfortunately no. We are unable to retrospectively allocate Asia Miles. Whenever you shop, always try to remember to visit the merchant's website only via the Asia Miles iShop. This allows cookies to track your visit so that we can allocate Asia Miles to your account accordingly.

The Asia Miles iShop works in this way:

  1. 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".
  2. The iShop merchant will verify the transaction. This typically takes up to 120 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.
  3. 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".
  4. Asia Miles will then be credited to the member's account within 30 days. This will also be reflected in your "iShop transaction history".

Here are some best practice guidelines to help make sure you receive your Asia Miles:

  1. Make sure you log in to Asia Miles iShop and click the “Shop now” button for the relevant merchant.
  2. Complete all your online purchases in one session.
  3. 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.
  4. Don't retrieve previously-saved items from your shopping cart − instead, start from the beginning of the purchase process.
  5. 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.
  6. Don't click on another banner or website promoting the merchant before you complete your transaction. If you must visit another site before completing your purchase, please use a different browser to do so. Interrupting the browser session that started from the Asia Miles iShop can affect the tracking of your purchase.
  7. Don't use promotional discount vouchers other than those displayed on the Asia Miles iShop. Doing so may cause the referral to come from the code issuer rather than from Asia Miles iShop.
  8. Telephoning the merchant to complete or modify your order will likely override the Asia Miles iShop referral – therefore your Asia Miles will not be properly credited.
  9. Some ad-blocking software programmes block the special tracking codes we need to track your purchases, so please disable these programmes during this process.
General questions

There are many different ways to earn Asia Miles with our non-airline partners. Please refer to "Ways to earn" under "Earn miles" to learn more about earning miles with individual partners. Also, you can go to "Discover" and then "Hottest offers" to learn more about our offer promotions. Please note though, not all of the services and products purchased from our partners are eligible for miles accrual. Please ensure that the services and products you are using qualify for miles and / or are offered at a rate which is eligible for miles.

All you need to do is present your membership card when paying your bill at eligible locations. If the payment is made by charge / credit card, the name provided by the member should match the name on the membership card. 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. Check out the “Dining” section under "Earn miles" on the menu for details of different partners.

Unfortunately no. Miles from credit / charge card partners can take 4 to 6 weeks to process. We are unable to accelerate the process as we are unable to access our partners’ systems. You can also check with relevant Finance & Insurance partners for details.

Missing miles

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". Follow the instructions to complete the process. Missing non-airline miles can be claimed from the following partner categories: Hotels, Cars & Transport, Retail, Dining & Banquets and Travel & Leisure.

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.

General questions

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.

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, Cathay Dragon, American Airlines and British Airways. 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.cathaypacific.com, log in with your Asia Miles account, and click “Manage booking”. 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.

Only Cathay Pacific, Cathay Dragon, British Airways, Qantas, Qatar Airways, Finnair, Alaska Airlines and Iberia offer instant redemptions online. You can follow the steps below:

  1. Log in to your account.
  2. Go to “Redeem awards” > "Flight Awards".
  3. Click "Redeem flight" button from "Instant award ticket redemption".
  4. Follow the on-screen instructions to make your booking.

For other airlines, you will need to submit a "Flight Award request form" by clicking the "Request flight" button under "Travel with greater flexibility". Our Member services executive will contact you shortly after you’ve made your request.

To request an upgrade, 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 USD120 or 12,000 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. 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. You can change your travel dates for a fee of USD25 or 1,000 Asia Miles (online form) or USD40 or 4,000 Asia Miles (other channels) by contacting us prior to your original departure date. 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.

Whether or not your infant will occupy a seat, you will need to contact us to make his / her award 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.

If you are travelling on Cathay Pacific or Cathay Dragon*, you can select your seat up to 48 hours prior to the scheduled departure time through our online check-in facility. Passengers travelling with children or infants can reserve their seats in advance in the "Manage booking" section at cathaypacific.com.

Marco Polo Club Silver members and above can enjoy the benefit of Advanced Seat Reservation to reserve seats early. Green members and Asia Miles members can also enjoy the benefits when flying First, Business and Economy Class, in eligible fare classes. For more details about Advanced Seat Reservation, please check "How do I reserve or assign a seat for my confirmed flight(s)?" here. To reserve your seats, please go to Advance Seat Reservation.

*Eligible cabin classes and fare classes are: First Class, Business Class, Premium Economy Class, and Economy Class (for fare class Y, B, H, K, L, M, and V only).

Instant Upgrade Awards are only applicable for Cathay Pacific and Cathay Dragon.

You can request an Instant Upgrade at check-in with your eligible ticket on the flight departure day, subject to award seat availability at the time of request.

Instant Upgrade Awards are available on all Cathay Pacific flights departing from worldwide destinations, and all Cathay Dragon flights departing from 21 destinations: Bangaluru (Bangalore), Beijing, Busan, Da Nang, Dhaka, Fukuoka, Guangzhou, Hangzhou, Hanoi, Kaohsiung, Kathmandu, Kolkata, Kota Kinabalu, Manila, Phnom Penh, Phuket, Shanghai Hongqiao, Shanghai Pudong, Taichung, Taipei and Yangon.

You can claim Extra Baggage Awards when travelling with Cathay Pacific or Cathay Dragon. Please click here to learn more. You can redeem a maximum of 100kg 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.

Flight Awards are valid for one year from the date of issue unless otherwise stated. Only the validity of Cathay Pacific or Cathay Dragon Flight Awards and Upgrade awards can be extended, for a maximum of 30 days from the original ticket expiry date for a service fee of USD50 or 5,000 Asia Miles. Please note that the extension application must be made before the ticket expiry date. The validity of other partner awards or partially used tickets cannot be extended.

Yes, the same amount of Asia Miles are required for every passenger occupying an award seat.

Change booking

Cathay Pacific and / or Cathay Dragon flights (except for flight itineraries involving more than 2 stopovers, open-jaw tickets and Companion Awards, which must be rebooked via other channels) can be rescheduled online. To change the date of your flights, follow the steps below:

  1. Log in to your account.
  2. Go to "Redeem awards" > "Flight Awards".
  3. Scroll down to "Need more help?" > "Change your Flight Award booking".
  4. Follow the instructions to rebook your award ticket to your preferred flight / travel date online.

Please note that eligibility to change flight dates is subject to:

  • Having a ticket with a confirmed flight.
  • Having no changes regarding the operating airline.
  • Origin and destination airports remaining the same.
  • The new travel date being within the ticket validity period.
  • Submitting your rebooking application before the original flight date.

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. A service fee of USD25 or 1,000 Asia Miles (online form) or USD40 or 4,000 Asia Miles (other channels), per person, per sector applies.

Yes, a completely unused ticket can be reissued for a service fee of USD100 or 10,000 Asia Miles subject to:

  • The new ticket having the same expiry date as the original ticket.
  • No changes regarding the operating airline.
  • No changes regarding the passenger name.

Payment for airport taxes / fuel surcharges and any difference in miles required must be settled prior to reissuance. (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.

Lifestyle Awards

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.

iRedeem

Log in to your Asia Miles account on the iRedeem website. Click "Your account" and go to "Your redemption history". Select “Your redemption order” and click “Reissue eVoucher”.

Don't worry. Just email us so that we can help reissue your redemption letter. A service fee of USD50 or 5,000 Asia Miles applies for each reissued 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. We’ll get back to you as soon as possible.

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.

Yes, you can redeem a Lifestyle Award for anyone using your Asia Miles in iRedeem.

Unfortunately not. Lifestyle Awards are non-refundable, non-exchangeable, and non-extendable once redeemed.

"Available country" is the country where members can actually use and collect the product. "Delivery country" is the country a physical product can be delivered to, by post or by courier. For example, a HERTZ 1-day car rental in Hong Kong can only be used locally, but the rental e-voucher can be sent worldwide.