FAQ      

Terms and Conditions – Family Accounts

• Any member aging 17 years old and above may start a Family pooling account and be the Head of Household.
• The Head of Household may add a minimum of two (2) members and up to five (5) members maximum to pool their Award Miles into this account.
• The Head of Household will manage all of the awarded points in their Family Pooling account.
• An adult is anyone over the age of 17, a child anyone between 2- 16 years old.
• Members are not allowed to join multiple different Family Pooling accounts.
• In case a member leaves thefamily pooling account or is being removed bythe head of household his Miles will remain in the family pooling account.
• Miles contribution to the Family account will only start from the pooled date.
• Should a member leaves a Family Pool, he can’t rejoin that Pool for another one year at least.

Terms and Conditions – Corporate Accounts

• Any claim for non-utilize excess luggage voucher should be done within 72 hrs following the trip related to the voucher provided otherwise these miles will not be refunded.
• Membership is available to all corporates worldwide, subjected to Rwanda laws and regulations.
• When enrolment is made via paper application form available at all RwandAir Offices, the completed application form should be sent to the nearest RwandAir Sales office or submitted to the Customer Loyalty Department at RwandAir’ s Head Office .
• All corporate companies will be required to provide the list of staff
• All corporate member accounts remain on “prospect status” until the first flight is taken on RwandAir.
• The permanent membership card will only be processed and delivered after the first flight activity.
• RwandAir has the right to amend the enrolment terms and conditions at any time.
• The corporate member is entitled to only one membership affiliated to one account. In case of duplicate accounts, RWANDAIR has the right at its sole discretion toclose the duplicate accounts and keep only one account for the member.
• Corporate members who apply for enrolment with RwandAir Dream Miles consent that RwandAir has the right to save all their personal information and use such data for marketing and communication purposes.
• Should a member misuse, misrepresent and infringe membership terms and condition RwandAir has the right to terminate their membership resulting in a loss of all accrued awards and privileges. Legal proceedings will be taken if necessary.
• Membership and accounts cannot under any circumstances be transferred to anyone else.
• Should a company ceased to operate a business, members are required to inform Loyalty Program Management.
• Corporate Members have the right to terminate their membership by sending a written notice to Loyalty Program Department. Membership cards should be delivered to the nearest RwandAir Sales Office.
• The Corporate Member should assign an internal focal point and inform Loyalty Program Management. In case of internal changes, the corporate member is required to relay such information to Loyalty Program Management.
• In the event of loss, theft or damage of the membership card, the corporate member should notify Loyalty Programs department immediately in writing and pay 10 USD for the issuance of a replacement card.
• Award tickets are to be requested for at least 3 working days prior to the date of departure. Members are entitled to one free change after which the subsequent ones will be charged.
• Airport taxes must be paid for by the passenger for an award ticket to be issued and at least 24 hours before the date of departure.
• Award tickets and upgrades are subjected to seat availability.
• Business class upgrades are to be requested at least 3 working days prior to the date of departure.
• Back office award tickets and upgrades have an official three working day waiting period.
• Always remember to make the request that your Dream Miles number is included in your booking to earn miles whenever you fly with RwandAir.
• If you dreammiles number is not added during booking of a flight you can show your membership at the check in counter when you are flying to accumulate miles.
• Miles expire every two years if not redeemed/used. However a paying option is available to extend them before the expiry date or re-instate the expired miles within 6 months from the expiry date.

Terms & Conditions – Individual Accounts

What you need to know when enrolling for Dream Miles

• Any claim for non-utilize excess luggage voucher should be done within 72 hrs following the trip related to the voucher provided otherwise these miles will not be refunded.
• Membership is available to all individuals worldwide, subjected to Rwandan laws and regulations.
• Any one above the age of two can apply for membership. 2-16 years old are entitled to Dream Miles Junior accounts and anybody above the age of 17 can get a Dream Miles individual account.
• Individuals aged 17 years will receive a membership card that has been upgraded with global payment functionality, making it easier for members to carry their money securely. You can activate this payment functionality by reading instructions in your membership welcome letter. Your card is not fully activated for payment until you load funds onto your card (using the client ID at the back of your card) at any RwandAir sales office, Ecobank branch or participating travel agent. For more details please visit www.mydreammiles.com.
• When completing an online membership application (via rwandair.com), you will be issued a membership number at the end of your online registration. PLEASE KEEP THIS NUMBER. Your membership is activated when you include the membership number in your first booking on RwandAir flights after enrolment whether at RwandAir’s sales offices, travel agent or via Internet.
• If a paper membership application is completed, it should be submitted to the inflight crew, at your nearest RwandAir sales office or mailed to the Dream Miles team at RwandAir head office, Kigali International Airport, Rwanda.
• It is important to give complete and accurate information when completing your Dream Miles application. We will use this information to contact you or to deliver your card. IShould the information become incorrect, you may not get your card.
• If you have previously applied for membership and have not received yet a card, please contact any RwandAir sales office and we would be happy to verify your details and ensure that you receive your card. We will need confirmation of your membership number, current address, phone number and email.
• You will be expected to show your card to get access to the lounge or at check in (for Gold or Diamond card holder).
• RwandAir has the right to amend the enrolment terms and conditions at any time without notice. The most up-to-date terms and conditions will be published at www.rwandair.com.
• Members are entitled only one membership account. In case of duplicate accounts, RwandAir may at its sole discretion, merge both accounts into one.
• By applying for Dream Miles membership, members consent that RwandAir saves all their personal information, and use such data for marketing and communication purposes directly or via carefully selected third parties.
• Should a member misuse, misrepresent and infringe membership terms and condition RwandAir has the right to terminate their membership resulting in a loss of all accrued awards and privileges. Whenever required, legal proceedings may follow.
• Membership and accounts cannot be transferred under any circumstances. In case of death the membership will be terminated.
• Members have the right to terminate their membership by sending a written notice to the Dream Miles team, RwandAir head office in Kigali, Rwanda or email dreammiles@rwandair.com. Membership cards should be cut into two and delivered to the nearest RwandAir sales office. Please note that upon termination, all unused miles are forfeited. In the event of loss, theft or damage of the membership card, the member should notify the Dream Miles team immediately by emailing dreammiles@rwandair.com in order be reissued a replacemement by paying 10 USD at any of our sales office. The new card may take up to two weeks to be available for collection. Please bring valid ID at time of collection.
• Miles expire every two years if not redeemed/used. However a paying option is available to extend them before the expiry date or re-instate the expired miles within 6 months from the expiry date.
• Award tickets are to be requested for at least 3 working days prior to the date of departure. Members are entitled to one free change after which the subsequent ones will be charged.
• Airport taxes must be paid by the passenger for an award ticket to be issued and at least 24 hours before the date of departure.
• Award tickets and upgrades are subjected to seat availability.
• Business class upgrades are to be requested at least 3 working days before the date of departure.
• Back office award tickets and upgrades have an official three working day waiting period.
• Excess baggage and business class upgrade redemptions can be made at the check-in counters or by prior request to the dreammiles team
• You can donate or transfer miles to a family or a friend up to 15,000 miles in a year. He/she has to be a member of the program to benefit from miles transfer.
• Always remember to request for your Dream Miles number to be included in your booking to earn miles whenever you fly with RwandAir.
• If you dreammiles number is not added during booking of a flight you can show you membership at the check in counter when you are flying to accumulate miles.
• Please visit http://www.rwandair.com/dream-miles for the most up-to-date terms and conditions.
• To find out your Dream Miles account status or balance or for any other form of assistance, please contact us on dreammiles@rwandair.com or dial +250788177000 or visit www.rwandair.com