FAQ

We bring to your attention a selection of frequently asked questions and answers. The questions are grouped by topic.

Registration in the Programme

• How can a Member transfer miles from one account to another if  he/she has registered twice and there are credited miles on both accounts?
  According to the rules of the programme, " miles on the account cannot be shared, sold, bequeathed, transferred or combined with another Aeroflot Bonus member account or any member of another Frequent Flyer programme«. The Aeroflot Bonus Centre’s recommendation is to send a request with a description of the situation. One of  the accounts will be closed.
• If a Member doesn`t receive a plastic card for 2 months after 2000 miles have been credited on their account what should they do?
  The Member should contact the Aeroflot Bonus Centre by mail, fax or e-mail: bonus@aeroflot.ru . They should indicate their personal data and exact address (flat/office address, building, house, street, city, country, post code). After that a duplicate care will be issued to the Member’s and posted, or it may be forwarded to an Aeroflot office specified in the Member’s request.
• How can temporary membership cards be used?
  Members can print out a temporary membership card after completing the on-line registration. It can be used to earn Miles on their account until they receive a plastic card and the card number can be presented when booking or purchasing a ticket and when ordering services under a Partner programme.
• How can I get a plastic membership card?
  After collecting 2000 miles on your personal account, a plastic membership card will be send to the address specified in the application form within 6-8 weeks.
• How can I claim miles if I flew after registration but receiving my membership card?
  To add miles to their personal account, Members should send ticket copies and original boarding passes to the Aeroflot Bonus Service Centre.
• How can I join the Programme?

  There are two ways to register in the Programme:

  • You can register online at the website (page «Registration»);
  • Or complete an registration form available on board, or at Aeroflot offices,  travel agencies etc.

  Young travellers aged from 2 to 12 can join the Aeroflot Bonus Junior Programme.

• What should Members do if  they have registered twice received two membership cards with different numbers?
  Members cannot have two accounts in the Aeroflot Bonus Programme. Our recommendation is to choose one card which the Member prefers to use and to send a request to cancel the second account to the Aeroflot Bonus Service Centre.

Earning Miles

• Can a Member receive miles for a flight made before enrolling in the Programme?
  Yes, miles for a Round Trip flight made within 30 days before registration in the Programme can be added to the account. A Member has to send a ticket copy and original boarding passes for each flight segment to add miles to his /her account on their personal page on the Aeroflot Bonus website.

  Please be informed that from March 1,2010, each new member will be credited miles for all flights on the regular routes served by JSC Aeroflot or JSC Nordavia Regional Airlines made on a participating tariff over a 6-month period before the date of registration in the Aeroflot Bonus programme.

• Can two members merge their accounts to receive enough miles for a particular award?
  No, accounts cannot be combined.

  According to the rules of the programme, «miles on an account cannot be shared, sold, bequeathed, transferred or combined with the account or miles of another Aeroflot Bonus member or any member of another Frequent Flyer programme».

• How do I calculate Extra Miles on routes marked as «double miles» in the Miles Table? (For example, Moscow — Samara)
  Members earn extra miles equal to the distance between the cities (min. 500 miles).

  For example, for the flight Moscow — Samara in full fare Economy Class Y the following number of miles will be credited to the account:

  For business class J eligible fare: 545 (Aeroflot Bonus Miles) + 545 (Extra Miles) + 545 (Extra Points 100% for Business Class fare) = 1635 miles.

• Do miles expire under the Programme?
  According to the rules of the programme, «all unredeemed miles will expire for Members who have not taken a flight eligible for accrual in the programme or used a co-branded bank card in the past three calendar years (from January 1, 2009 2 years)». Expired miles cannot be restored.

  Please be informed that from 2010 to maintain your account balance your accounts must include miles accruedon at least one regular flight by Aeroflot, Nordavia or members of SkyTeam Alliance made within two calendar years. Miles for shared bank cards transactions will not be counted.

  If you do not have any flights or bank transactions on your account from 01.01.08 till 31.12.09, all unredeemed miles will expire.

  If you do not have any flights on your account from January 1, 2009 till December 31,2010, all unredeemed miles will expire. Miles for shared bank cards transactions will not be counted.

• Where do I present my membership card to claim miles credited under the Programme?
  Members can present their membership card while booking or registering a ticket. The membership card number must be added to the reservation system by an operator.
• What is the difference between Qualifying Miles and Bonus (Non-qualifying) Miles?
  Qualifying Miles are credited for regular flights on Aeroflot — Russian Airlines made after the enrollment date on qualifying fares in Business or Economy class. Flights of more than 500 km earn 1 «Aeroflot Bonus» Mile per every mile flown. Flights of less than 500 miles earn 500 «Aeroflot Bonus» Miles.

  Bonus Miles are automatically credited for Partner Services and special offers under the programme. Bonus Miles are also added for flights by Elite Club members.

  Qualifying Miles are required for Elite status. For awards, miles are not divided into Qualifying and Non-Qualifying.

• How quickyl miles will be credited automatically?
  Miles will be automatically added to the account within 10 days after the flight was made.
• Why did I receive a different number of miles for a round trip flight?
  Miles are awarded for flights served by Aeroflot Russian Airlines or our partner airlines on eligible fares. The actual miles earned are based on the distance of the flight and the booking class specified in the ticket.

  See Terms and Conditions for details.

• What is the procedure for receiving miles for a missed flight? Missed mile’s credit period
  You can do the following:

  1. Fill in the online form (sent with the Member`s account balance and available on the Aeroflot Bonus website). Please specify all the flight details (flight number), and your personal account number
  2. Sign it
  3. Send it to the Aeroflot Bonus Service Centre with attached flight documentation and ticket copies (as original tickets are not returned) and original boarding passes for each flight segment. Members can also revise the flight data on their personal member page.

  Miles will be credited to the Member’s account within 45-90 days after confirmation.

• Why have miles not been added to my account even if all the conditions were correct.
  There may be problems such as incorrect Name/Surname in the Reservation/Ticket or on the membership card; it  could be a mistake by the operator when entering personal information from thecard to the system, if the Member didn’t present the card when changing a reservation to another date, or it could be a technical data-input error.
• Please provide an example of how to send flight documentation to the Aeroflot Bonus Centre in light of the new rules.

  Before 31.12.2010 we will receive flight documentation in accordance with the old rules; i.e. for flights completed during the period from 31.12.2009 till 31.12.2010. For example, we will accept flight documentation from you for all non-credit flights completed within the period from 25.12.2009 till 25.12.2010.

  Beginning 01.01.2011 we will accept flight documentation in accordance with the new rules, i.e. within three months of the date of the flight. For example, if your flight is on 15.01.2011, you must send us the flight documentation before 15.04.2011.

  We will accept flight documentation for previous flights in accordance with the new rules. If your flight is on 15.10.2010 and is not credited, you must send us the flight documentation by 15.01.2011 to redeem the miles.

Awards

• Can Members transfer awards to another person?
  Aeroflot Bonus Members from the age of 12 can transfer a free ticket award to any person according to the Programme Rules. Upgrade awards or Partner service awards cannot be transferred.

  Awards cannot be transferred under the Aeroflot Bonus Junior Programme (Members aged from 2 to 12).

• How long does to take to issue an Award Certificate after requesting one?
  Award Certificates are issued within 30 days after the Award Request Form is received by the Aeroflot Bonus Service Centre.
• How can miles used for an Award Ticket be returned to the account in case of flight cancellation or other situation?
  Miles cannot be returned. Premium tickets cannot be sold or exchanged for another award or miles, nor can they be transferred to another person. (for details please see the Programme rules).

  If an award ticket has not been issued, the Member can call +7(495) 223-5555 and cancel the reservation. A request to restore the miles on their account should then be sent to the Aeroflot Bonus Centre.

• What is the procedure for issuing an Award Certificate?
  To obtain an award ticket, Aeroflot Bonus Members should:

  • Contact the nearest Aeroflot ticket office in Moscow or  their local Aeroflot office and present their membership card and passport at least 7 days prior to the estimated departure date.
  • An award ticket can be issued within 3 working days of the reservation request following seat confirmation and deduction of the requisite miles.
  • Members should call the Aeroflot Call Сentre by phone +7 (495) 223 55 55 to receive confirmation of their award reservation and an award ticket will be issued.
  • After the reservation is confirmed and the miles have been deducted, the Member should apply for an award ticket at an Aeroflot ticket office in Moscow or at their local Aeroflot office with the reservation number, membership card and passport. Parents/trustees of Aeroflot Bonus Junior Members must present the Aeroflot Bonus Junior Card and a valid form of photo identification at the time of ticketing.
• Is it possible to receive a one-way award ticket or one-way award upgrade?
  No, it is not. Award tickets and upgrades are issued for round trips on regular Aeroflot flights. Miles are not returned if the second segment is not used.
• What is the procedure for transferring a Member’s awards to another person?
  Aeroflot Bonus Members from the age of 12 can transfer a free ticket award to any person according to the Programme rules.

  To obtain an award ticket with transfer to another person, the Aeroflot Bonus Member must:

  • Contact the nearest an Aeroflot ticket office in Moscow or their local Aeroflot office with their membership card, a completed Award Request Form and passport copies (Member’s and passenger’s passports) at least 7 days prior to the estimated departure date.
  • Send the Award Request Form and copies of the Member’s and passenger’s passports to the Aeroflot Bonus Centre by fax or email. Attention! Miles will not be deducted until the Award Request Form and passport copies are received by the Aeroflot Bonus Centre.
  • Award tickets can be issued within 3 working days of the reservation request and delivery of the requisite documentation, after which the seat is confirmed and miles are deducted.
  • Members should call the Aeroflot Call Сenter by phone + 7 (495) 223 5555 to receive confirmation of the award reservation and an award ticket will be issued.
  • After the  reservation is confirmed and the miles have been deducted, the passenger in receipt of the award should apply for an award ticket at an Aeroflot ticket office in Moscow or at their local Aeroflot office with their reservation number and passport.

  Awards cannot be transferred under the Aeroflot Bonus Junior Programme (Members aged from 2 to 12).

Change personal data

• How can I receive a new membership card if I change my name?
  To get a new card, you must complete a Change Request Form with accompanying documents (copy of passport, marriage certificate, etc.) and send them to the Aeroflot Bonus Service Centre.

  The Member (or parent/trustee for Aeroflot Bonus Junior Members) must sign the Request Form and include their Aeroflot Bonus card number..

• What should I do if the name given at registration does not match the passport data?
  You should complete a Change of Personal Data Request Form and send it with accompanying documents (copy of passport, marriage certificate etc.) to the Aeroflot Bonus Service Centre.

  The Member (or parent/trustee for Aeroflot Bonus Junior Members) must sign the Request Form and include their Aeroflot Bonus card number..

  The new Membership Card will be received in 6-8 weeks. The Change of Personal Data Request Form can be obtained on the website or at an Aeroflot Bonus office. Members should retain all flight documentation until they receive a new card.

Programme Partners

• How do I receive miles for Partner services?
  To receive miles you should present your membership card every time you use a Partner’ service. Miles are then credited within 60 days.
• What is the procedure for crediting miles from missed flights if a membership card wasn’t presented at the time of purchase?
  You should send a Missing Miles Credit Request Form to the Aeroflot Bonus Service Centre with a copy of the purchase receipt attached. The Missing Miles Credit Request Form can be obtained on the website or at an Aeroflot Bonus office. Miles will be credited within 60 days after confirmation.
• What should I do if miles are not credited to my account within one month after the date of the flight?
  If miles are not credited to the Member’s account, theyshould send a Missing Miles Request Form to the Aeroflot Bonus Centre and a receipt confirming the flight reservation.

  Miles will be credited to Member’s account within 60 days after confirmation.

• How many FFP cards can I use on one flight?
  In accordance with SkyTeam Alliance standards, multiple cards cannot be used on one flight. As a result, all benefits for Elite/Elite Plus Members are provided in accordance with the number and the type of card specified in the booking.
• Why was I refused entry to the business lounge on the Air France flight Paris-Marseille with my «Aeroflot Bonus» gold card?
  First and Business Class passengers on international flights, and also Economy Class passengers — SkyTeam Elite Plus Frequent Flyer Programme members can enjoy free access to most SkyTeam partner business lounges worldwide, regardless of the tariff specified in the ticket only if the flight includes an international connection on a SkyTeam flight the same day.
• How are awards issed with Aeroflot Bonus Network Partners?
  Aeroflot Bonus Members should fill in an the Award Request Form, specifying the type of award and send it to the Aeroflot Bonus Service Centre.

  To receive an Aeroflot Bonus Junior award parents/trustees should complete an an Award Request form, sign it and submit it with copies of the Junior Member’s document and parent’s/trustee’s passport.

  The requisite number of miles will be deductedfrom the account and an Award Certificate will be issued. The Award Certificate can be obtained directly from Aeroflot Bonus offices in Moscow or at a local Aeroflot office. Award Certificates can be exchanged for Partner Services.

• Is it possible to transfer a free partner accommodation award to another person?
  No, it is not.

Elite Levels

• How can I receive an Elite Silver or Gold Membership card?

  You need to earn 25000 «Aeroflot Bonus» miles or 25 flight segments in one calendar year of membership to claim for Silver level and 50000 «Aeroflot Bonus» miles or 50 flight segments to claim for Gold level. Using qualifying miles will not affect these calculations. You will receive a special Elite Membership Kit with your Elite Aeroflot Bonus card .

  Silver or Gold membership status depends on the number of qualifying miles earned on flight segments with Aeroflot Russian Airlines and partner airlines over one calendar year of membership (January, 1 — December, 31); this situation is applicable for promotion to Silver and Gold Status, as well as maintaining such status. You need to earn 25000 «Aeroflot Bonus» miles or 25 flight segments over one calendar year of membership to qualify for Silver level and 50000 «Aeroflot Bonus» miles or 50 flight segments to qualify for Gold level. Using «Aeroflot Bonus» miles for awards will not affect these calculations.

  Membership status is valid till the end of February next year. Elite Tier Members who have not accumulated the required number of qualifying miles or flown the required number of segments within a calendar year, shall not have their status extended for the next year.

  Aeroflot Bonus Junior Members aged from 2 to 12  can claim Elite membership based on the same rules.

How long is an Elite card valid for?

• For example: If you passed to Elite level in 2010, December your card is valid till the end of February, 2010 etc.
• For members holding elite cards and confirmed their level during the year, period of validity of a card lasts till the end of next year February, since the moment of ending period of validity current card.
• For example: If you reconfirm your level in May, 2010 your ccurent card will be issued in February, 2011. Period of validity - till the end of February, 2012.
• Period of validity of Elite cards received by promotions and special offers is defined by conditions of the promotion.
• How do you track the number of collected miles for upgrade to the Elite status?
  It is tracked automatically every day.
• How can I count the number of flight segments?
  A flight segment is represented by one flight coupon in a Member’s air ticket.
  For example, on the route Moscow — Vienna — Moscow: Moscow — Vienna is the first flight segment, Vienna — Moscow is the second flight segment.
• What do you call a membership year? Are qualifying miles cancelled when the membership year ends?
  A membership year is a period of time from January, 1 to December, 31.
  For example, for a Member registered in the programme on 10th of March, 2006 the membership year ends on December 31, 2006. Qualifying miles are cancelled after a calendar year, but accrued miles are not redeemed from the account and Members can still use them to claim awards.
• I have collected 25000 miles but I have not received an Elite Silver Membership Card.
  In this case, you should contact the Aeroflot Bonus Centre by phone: +7 (495) 223-55-55 or by e-mail: bonus@aeroflot.ru. It is also possible that some miles were not added to your account or not all miles were qualifying ones.

General Questions

• What should a Member do if his/her plastic membership card is lost or damaged?
  Members are advised to contact an Aeroflot office immediately if their Aeroflot Bonus card has been lost, stoled or damaged. If the card has been lost, a new card will be reissued at a charge of 20 EUR* . If the card is damaged, a new card will be reissued free of charge (the damaged card will be destroyed).

  Aeroflot Bonus Junior cards are reissued free of charge for Members aged from 2 to 12.

  The card is reissued at the Aeroflot Bonus centre within three weeks after receiving request. The payment should be made at the Aeroflot Bonus office in Moscow or any local Aeroflot office. Until the new Card is received, the Member is advised to retain copies of flight tickets and original boarding passes as proof of purchase and travel.

• What should Members do if they do not receive documentation from the Aeroflot Bonus programme via mail?
  Members should contact the Aeroflot Bonus Call Centre by phone: +7 (495) 223-55-55 or by e-mail: bonus@aeroflot.ru and specify the address where they would like to receive correspondence. Information is sent to all Members automatically.

Banks

• Can I get miles for withdrawing cash at ATMs?
  No, miles are credited only for goods and service payments.
• I’ve recently received a new foreign passport with a different name spelling. Do I have to change the name spelling on my banking card?
  First, you need to make a request to your bank programme partner to change the spelling of your name on your card. After you receive a new banking card with the correct spelling, you should apply to the Aeroflot Bonus Programme to change the spelling. Your application form may be sent by fax: +7 (495) 725-43-56 or e-mail: bonus@aeroflot.ru
• When can I expect to receive miles credited for bank card transactions?
  Miles for bank card transactions are credited to your account within 10 days after the end of the reporting month.
• How do I receive miles if I have more than one VisaAeroflot Sberbank card with my Aeroflot Bonus account?
  All miles for all co-branded bank cards are credited to the primary Aeroflot Bonus card.
• How can I change my Sberbank card to an Visa Aeroflot Sberbank card?
  You should apply to Sberbank and follow the procedure for exchanging a Sberbank card for a Visa Aeroflot card. Visa Classic Sberbank cards can be exchanged for Visa Aeroflot cards free of charge.
• How can I receive a co-branded card with one of the bank programme partners?
  To open a co-branded account, please apply to one of the offices of bank programme partners.
• Can I activate a Visa Aeroflot Sberbank card and Aeroflot MasterCard Russian Standard card at the same time?
  Yes, you can.
• What should I do to earn miles for payments with my bank cards?
  Miles will be credited automatically for all payments made with your bank cards.