BOOKING POLICY
AfrAsia XtraMiles Flight Booking Policy :
  • The total XtraMiles displayed includes all applicable fees, charges and applicable taxes. It excludes all applicable airport taxes or other charges that may be payable at certain airports.
  • You are required to pay the entire amount prior to the confirmation of your booking.
  • There will be no refund for 'no-shows' or any partially unused flights.
  • For any information regarding your XtraMiles, please contact the airline directly.
  • Kindly ensure that you have the relevant visa, immigration clearance and travel with a passport, with a validity of at least 6 months.
  • To avail of infant fares, an infant must be under 24 months throughout the entire itinerary you are booking. This includes both onward and return journeys. If the infant is 24 months or above on the return journey, you'll need to make a separate booking using a child fare.
  • Infants must be accompanied by an adult at least 18 years of age.
  • AfrAsia Bank Limited and Infinia Services and Solutions, JLT are not responsible for any schedule change by the airline after issuance of the ticket, but will inform you of the same if informed by the airlines. It is advisable to reconfirm your flight timings 24 hours prior to your flight departure.
AfrAsia Bank Limited and Infinia Services and Solutions, JLT reserve the right to alter any and all fees from time to time, without notice.
Check-in:
  • The passenger needs to check-in at least 3 hours prior to departure for all International flights, else it will be considered as a ‘No show’.
  • As per the airline rules, the standard check-in time begins 3 hours before departure.
  • There will be no refund for 'no-shows' or any partially unused flights.
  • Infants must have valid proof-of-age documents showing that the infant is less than 24 months old. You need to carry appropriates travel permissions (Valid Passport, Visa, Immigration clearance etc.) done before departure. AfrAsia Bank Limited and Infinia Services and Solutions, JLT are not responsible for lack of documents produced during check-in.
  • Kindly ensure that you have the relevant visa, immigration clearance and travel with a passport, with a validity of at least 6 months.
  • To avail of infant fares, an infant must be under 24 months throughout the entire itinerary you are booking. This includes both onward and return journeys. If the infant is 24 months or above on the return journey, you'll need to make a separate booking using a child fare.
  • Infants must be accompanied by an adult at least 18 years of age.
  • AfrAsia Bank Limited and Infinia Services and Solutions, JLT are not responsible for any schedule change by the airline after issuance of the ticket, but will inform you of the same if informed by the airlines. It is advisable to reconfirm your flight timings 24 hours prior to your flight departure.
Amendments:
  • Infinia Services and Solutions, JLT can assist you with amendments to most bookings. In some cases, though, you'll need to contact the airline directly.
  • Every booking made on Infinia Services and Solutions, JLT is subject to amendment charges levied by the airline, which may vary by flight and booking class.
  • If you amend your booking, you will be charged the difference in fare, if any, applicable when the amendment is made. However if the new fare is lower than the original fare, difference in the amount will not be refunded. The rebooking charges as applicable will be collected and charged to your AfrAsia Bank credit Card.
  • In addition to the airline's amendment charges, Infinia Services and Solutions, JLT charges an amendment handling fee of  USD 5  per passenger.
  • We'll collect these charges from you when we make the changes to your travel plans. We'll also collect the difference in fare, if any, applicable when the amendment is made.
  • Depending on the airline's policy, some booked fares may not be amended.
Cancellation Policy:
  • Every booking made on Infinia Services and Solutions, JLT is subject to cancellation charges levied by the airline, which may vary by flight and booking class.
  • Some booked fares may be non-refundable per the specific airline's policy.
  • On top of the airline's cancellation charges, Infinia Services and Solutions, JLT charges a service fee of  USD 5  per passenger per journey for all cancellations.
  • Only cancellation requests made online or telephonic through our customer support shall be entertained. AfrAsia Bank Limited and Infinia Services and Solutions, JLT shall not be liable to entertain any cancellation requests made through any other medium including but not limited to sms, e-mail.
  • Online cancellations: Cancellations can be made online by logging in to your XtraMiles account and moving to the Booking History page under the My Account tab.
  • Offline cancellations: We also accept cancellation requests through phone. However Infinia Services and Solutions, JLT cancellation charges for such offline cancellations may be higher.
  • For e-tickets, if your cancellation request is made less than 72 hours prior to departure, you'll need to contact our customer support team on + (971) 44277616 or call your Relationship Manager.
  • If you have done a 'Web/Tele Check-in' with the airline, get in touch with the airline for cancellation. Infinia Services and Solutions, JLT will not be able to process the refund for the same and will not take any responsibility for the same.
Refunds:
  • It is mandatory to contact AfrAsia Bank for all refunds, as the airline will not be able to refund your tickets booked at Xtramiles.afrasiabank.com
  • Processing times for cancellation and refund requests vary, but the minimum time required is 45 Days.
  • In addition to the airline's amendment charges, Infinia Services and Solutions, JLT charges an amendment handling fee of USD 5 per passenger.
  • We'll collect these charges from you when we make the changes to your travel plans. We'll also collect the difference in fare, if any, applicable when the amendment is made.
  • Depending on the airline's policy, some booked fares may not be amended.
AfrAsia XtraMiles Hotel Booking Policy:
  • The standard check-in time is after 1400 hrs (local time) and check-out time is 12 noon. This could vary from season to season and/or city to city. Please check with the hotel for clarity.
  • An Early Check In or a Late Check Out facility depends completely on the hotel’s room availability on that particular date. AfrAsia XtraMiles rewards program cannot guarantee anything to this regard.
  • Not all hotels include complimentary breakfast; please ensure this is checked under the hotel details section before redeeming.
  • As a general policy, a single room can accommodate a maximum of 2 adults and/or 2 adults and 2 children.
  • Unless expressly specified otherwise under the relevant hotel’s ‘View details’ section, hotel bookings are on bed-basis only. Please therefore ensure to check this section carefully before redeeming any hotel stay. Note that any costs or expenses not included in the hotel booking will have to be borne by the client upon arrival at the hotel.
Re-confirmation :
  • There is no need to reconfirm the hotel booking once done. However if you wish, you may request for a call back from our customer support team + (971) 44277616 or call your Relationship Manager. An e-mail can also be sent to support@infiniasns.com and xtramiles@afrasiabank.com . Please do not call the hotel directly to confirm.
Amendments :
  • Once a hotel is booked through AfrAsia XtraMiles rewards program, no change/amendments in the hotel booking dates is allowed. If the customer wishes to change his check-in and check-out dates, a completely new hotel booking would have to be made. There will be no refund of points granted on the original booking.
  • Please do not call the hotel directly for reservation changes or cancellations as the same would not be entertained.
Cancellation Policy :
  • For bookings made through AfrAsia XtraMiles rewards program, no cancellations are allowed if done voluntarily by the member. Hence no points will be refunded back to the members account.
  • For any reasons not initiated by the member i.e. hotels sold out and/or any other unforeseen circumstances wherein members are denied stay, applicable points will be refunded back into the members account. This is as per the sole discretion of the bank.
AfrAsia XtraMiles Car Rental Booking Policy :
  • Once a car redemption is done by the member, the confirmation is not immediate. It takes 12 to 24 hours to receive a confirmation. For any queries, regarding the confirmation, you may request for a call back from our customer support team on + (971) 44277616 or call your Relationship Manager. An e-mail can also be sent to support@infiniasns.com and xtramiles@afrasiabank.com
  • In case the requested car pick-up and drop location is different, there could be a surcharge fee plus applicable taxes. This will be notified at the time of booking itself by our back end team and only once a confirmation is sought from the customer the confirmation process would be carried out.
Amendments :
  • Once the car booking is done, the existing booking cannot be amended. However for exceptional cases, a new request can be made for the revised date/time, provided this request is initiated 72 hrs prior to the original booking date. Applicable surcharges would apply.
Cancellation Policy :
  • For bookings made through AfrAsia XtraMiles rewards program, no cancellations are allowed if done voluntarily by the member. Hence, no points will be refunded back to the members account.
 
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