Miles&Smiles

1. What is Miles&Smiles?

Miles&Smiles is the Frequent Flyer Program of Turkish Airlines. Miles&Smiles program members can earn miles by flying on Turkish Airlines, Anadolujet and other Star Alliance member airlines, by staying at the program partner hotels, through the services of our partner car rental companies and from the Miles&Smiles credit card expenditures. Once the enough miles are accumulated, they can be redeemed for award tickets on Turkish Airlines and other Star Alliance member airlines flights or for companion tickets and upgrades on Turkish Airlines flights.

2. How Should I Fill The Application Form? Am I able to use a nickname?

No, you may not use a nickname. Your name and surname must be written exactly as it appears on your identification card. You need to complete and submit the application form. In doing so, you indicate your acknowledgement and acceptance of the general terms and conditions of the Miles&Smiles Program.

3. When will I receive my Miles&Smiles card?

Your Miles&Smiles membership card will be sent to your address once you fly with Turkish Airlines or any of Star Alliance Member Airlines.You can use your membership number or temporary card until you receive your permanent card.

4. How many different card types does the Miles&Smiles Program offer?

There are four card types in the Miles&Smiles Program. Respectively: Classic, Classic Plus, Elite and Elite Plus.

5. How can I qualify for the membership status mentioned above and what are the advantages of this status?

For more information on advantages of Classic Card please click here.

For more information on qualification / renewal procedures and advantages of ClassicPlus Card please click here.

For more information on qualification / renewal procedures and advantages of Elite Card, please click here.

For more information on qualification / renewal procedures and advantages of Elite Plus Card, please click here.

6. How can I benefit from CIP Lounges?

Even when they are booked in Economy Class;
 
Classic Plus card holders may benefit from the CIP lounges on Turkish Airlines domestic flights without a companion.

Elite and Elite Plus card holders may benefit from the CIP lounges with one of their guests on THY domestic and international flights. Guests must enter the lounge with the member and must depart on a Star Alliance member airline, but may travel on a different flight.
 
Elite and Elite Plus card holders may benefit from the CIP lounges with their family members or one of their guests while traveling on  Turkish Airlines domestic flights and international flights departing from Turkey.

Elite and Elite Plus Members and one of their guests, have access to any lounge around the world that is identified with a Star Alliance Gold lounge sign when departing on a Star Alliance flight, no matter which class of service they travel in. Just look for the Star Alliance Gold sign outside the lounge and present the ticket for your same-day Star Alliance flight, your boarding pass and your frequent flyer programme card featuring the Star Alliance Gold logo. Guests must enter the lounges with an eligible Star Alliance Gold member and must depart on a Star Alliance member airline, but may travel on a different flight.

Miles&Smiles Elite and Elite Plus card holders will be at liberty to make use of the contracted CIP lounges while traveling on other Star Alliance carriers with one of their guests who is traveling with the member on the same flight.

7. What is the validity of tier Cards?

Classic Card is the first card level without an expiration date; however, Classic Plus, Elite and Elite Plus cards are valid for two years. For the tier card renewal, the status miles you collect either within the first year or within 2 years of the membership. Your tier card level will be renewed in case you collect the required miles

8. Are the advantages of the tier cards valid only on Turkish Airlines flights?

No. When you travel on any Star Alliance carriers, you may benefit from the below advantages with your Classic Plus, Elite or Elite Plus card.

Please note: Classic Plus card is the level for Star Alliance Silver. Elite and Elite Plus cards are the level for Star Alliance Gold.

Star Alliance Silver Benefits

Priority Reservations Waitlisting - when there aren't any seats left on your preferred flight, gives you priority should a seat become available. (Not permitted for Star Alliance Award tickets.)

  • Priority Airport Standby - gives you top priority when standing by for a flight at the airport.

Star Alliance Gold Benefits

  • Priority Reservations Waitlisting - when there aren't any seats left on your preferred flight, gives you priority should a seat become available. (Not permitted for Star Alliance Award tickets.)
  • Priority Airport Standby - gives you top priority when standing-by a flight at the airport.( Not permitted for Star Alliance Award tickets.)
  • Priority Airport Check-in - allows you to check-in at the Business and/or First Class counter
  • Priority Baggage Handling - like you, your bags get priority treatment and are among the first to be unloaded.
  • Extra Baggage Allowance - an additional 20kg or one additional piece of  luggage (on transatlantic flights) which means you can check in three bags instead of two.
  • Priority Boarding - enjoy the freedom of boarding at your convenience along with First and Business Class passengers.
  • Airport Lounge Access - Star Alliance Gold card holders and one guest, have access to any lounge around the world that is identified with a Star Alliance Gold lounge sign when departing on a Star Alliance flight, no matter which class of service they travel in.
  • Just look for the Star Alliance Gold sign outside the lounge and present the ticket for your same-day Star Alliance flight, your boarding pass and your frequent flyer programme card featuring the Star Alliance Gold logo. Guests must enter the lounges with an eligible Star Alliance Gold member and must depart on a Star Alliance member airline, but may travel on a different flight.

9. How can I access my Miles&Smiles account via your web site?

Simply click on the “Log-in” button from the home page and type your Miles&Smiles membership number and your valid Pin Code.

10. What is a Pin Code? Where will I use it?

You must have a pin code to access your personal account information on Miles&Smiles web site. Pin code is a four-digit number. No alpha characters are accepted.

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11.Why do I need a PIN code and how can I get one?

A PIN code (Personal Identification Number) is required in order to access your Miles&Smiles account via our website. It is also required for other on-line transactions (such as on-line ticket), to update your personal information such as your address, phone-fax numbers and e-mail address and to claim your missing flights via our web site.

Don't have a PIN code:
If you don't have a PIN code yet, you may create a new PIN online provided you have a valid e-mail address stored in your profile. If you do not have an e-mail address registered, please send us your e-mail address or call our Miles&Smiles Call Center mentioning your 9-digit Miles&Smiles membership number.

Forgotten or entered invalid PIN code:
If you do not remember your PIN code or if your membership status has changed to PENDING (due to invalid login), there are three possibilities to get a new one:

  • get a new PIN code online with the help of your e-mail address.
  • create a new PIN code with the help of your "Security Question & Answer".
  • order a new PIN code from our Call Center.

Change your PIN code: You may change your valid PIN code any time on the Internet under Your Address and Profile. A PIN code changed online is valid with immediate effect.

12. What is a Security Question & Answer?

With the help of the so called "Security Question & Answer" you may enter your account, even if you have forgotten or suspended your PIN code.

If you have forgotten your PIN Code or your membership status has changed to PENDING due to invalid PIN code entry, you may create a new PIN by answering your Security Question.

After having entered your membership number you will be displayed your Security Question (if stored on our records) ; if you answer the same correctly, you will be given the possibility to create a new PIN code, which will be valid immediately.

Don't have a Security Question & Answer
For your own comfort, we recommend that you create a Security Question & Answer.

Every time you login to the website with your membership number and PIN code you will be asked to choose a Security Question & Answer. After you have repeated/confirmed the answer and clicked "Save & Continue", your Security Q&A is valid immediately.

Note: both the question and the answer are case sensitive and must contain min. 6 characters.

If you don't have a PIN code, please contact our Miles&Smiles Call Center at 444 0 849.

Forgotten or suspended Security Q&A
If you do not remember the answer to your Security Question or if the same is suspended (wrong answer entered more than 4 times) you may create a new Security Question & Answer, provided you are holding a valid PIN code by clicking on the “Your Address and Profile button under the heading “Your Account”.

If you don’t have a PIN code or if you do not remember your PIN code, please contact our Call Center.

13. How can I obtain a Pin Code if I am just becoming a member?

If you try to be a member via our web site, the system will allow you to create a four digit number as a pin code. When you are filling out the application form through our web site, you should confirm your pin code by entering it twice.

14. How can I change my Pin Code?

To change your Pin Code, just click on the "My Profile" link and enter your current pin code and then your new pin code which must be entered twice for confirmation.

15. Can I learn my account information via phone?

Please contact (90 212) 444 0 849 and dial 2 for your membership information.

For Elite and Elite Plus card reservation, please dial 3. The phone number for Elite and Elite Plus Help Desk is +90 212 4652302.

16.How do I change the name on my Miles&Smiles card?

To change the name on your Miles&Smiles card , we ask that you send us a copy of a legal document that reflects the correct name, such as your driver licence, marriage certificate or passport.

Send your request to: Türk Hava Yolları B kapısı - Contact Center Binası Müşteri İlişkileri Müdürlüğü 34149 Yeşilköy/İstanbul, TURKEY or
Fax to +90 212 465 23 63 / +90 212 465 23 06 or via e-mail to milesandsmiles@thy.com.

17. If I have more than one Miles&Smiles account, can I transfer the balances to just one account?

If your name and address are identical on each account, you may request a merge together with the copy of your valid ID , the copies of your Miles&Smiles cards as well as the mileage statements to combine your accounts by sending fax to +90 212 465 23 63 / +90 212 465 23 06 or e-mail to milesandsmiles@thy.com. You can also log-in with your Miles&Smiles membership number and PIN code, then select "DUPLICATE MEMBERSHIPS". You will have to enter both membership numbers to request a merge transaction.

18. How do I update my address information?

You can earn miles by flying on Turkish Airlines and other Star Alliance member airlines,  by staying at the program partner hotels, through the services of our partner car rental companies and from Miles&Smiles credit card expenditures.

19. How can I earn miles?

You can earn miles by flying on Turkish Airlines and other Star Alliance member airlines,  by staying at the program partner hotels, through the services of our partner car rental companies and from Miles&Smiles credit card expenditures.

20. What is the meaning of “Bonus Miles”, “Status Miles”, “Total Miles” and “Miles Since Enrollment”?

Bonus Miles are the miles that you earn from the program partner hotels, car rental companies and through the Miles&Smiles credit card expenditures.

Status miles are the miles that you earn on Turkish Airlines and other Star Alliance member airlines flights.
Total Miles are the sum of status miles and bonus miles.

Miles since enrollment are the miles you have earned since your membership effective date.

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21. For Which Flights I Cannot Receive Mileage Credit?

You cannot collect miles on charter or award flights and also on flights of non-partner airlines.

22. How many miles will I earn on  revenue Flights?

On Turkish Airlines flights: When you fly Economy Class on Turkish Airlines, the actual distance between the departure and arrival points are credited to your Miles&Smiles account. With Business Class purchased fares on Turkish Airlines flights, you will earn 50% additional miles of the actual miles flown. Elite and Elite Plus members earn 100% additional miles of the actual miles flown while flying with Business Class paid ticket on Turkish Airlines flights.With Comfort Class purchased fares on Turkish Airlines flights, you will earn 25% additional miles of the actual miles flown. Elite and Elite Plus members earn 50% additional miles of the actual miles flown while flying with Comfort Class paid ticket on Turkish Airlines flights.

On AnadoluJet flights: Miles&Smiles members are able to earn status miles on flights of AnadoluJet as of xx/xx/2010. When you fly in Y,H,S,E,T,V  classes  on domestic flights of AnadoluJet and in Y, B, M, K,H,S,E,Q,T,L,V classes on international flights of AnadoluJet, the actual distance between the departure and arrival points are credited to your Miles&Smiles account. Mileage accrual is not permitted in classes U,O,W,X,N, P ,C,D,J,Z,F,A  on domestic flights and in classes U, W,O,I,R,X,N,G, C,D,J,Z,F,A  on international flights of AnadoluJet.

On other Star Alliance member airlines flights: The number of miles you earn depends on the booking class of your ticket when you fly on Star Alliance carriers; meaning the higher your ticket value, the more miles you earn. Tables describing the mileage accrual depending on the booking classes can be viewed under the “partners” heading. With Business Class purchased fares on other Star Alliance member airlines flights, 50% additional miles of the actual miles flown are credited to your account.

23. Can I receive mileage credit for travel completed prior to my enrollment in the Miles&Smiles program?

Irrespective of your membership start date, your flights dated within the last 12 months can be credited to your Miles&Smiles account.

24. When shall I receive mileage credit for my flights?

If your Miles&Smiles card number is provided while making your reservation and at check-in, miles will be credited automatically to your account within two days following your flight.

25. Can I make a stopover while traveling with an award ticket?

When using your award tickets on flights of Turkish Airlines, either the outbound or the return flight, only one stopover is permitted.

If your award ticket is booked on Star Alliance member airlines, the stopover regulation is as below:

One Stopover is permitted for the award tickets with values from min.60.000 Miles for Economy Class, from min. 90.000 Miles for Business Class and from min.135,000 miles for First Class.

26. What is a code-share flight?

Code-share flights are a common form of cooperation among airlines: One airline operates a flight with its aircraft, whereas the flight is published in timetables and independently sold under the airline designators of the operating airline and of its cooperation partner.

27. Can I earn and spend miles on code-share flights?

Members earn miles on all flights operated by Turkish Airlines and other Star Alliance member airlines and the related miles earned will be considered as ''Status miles’’.

No miles will be earned from the code-share flights which are operated by non-partner airlines unless the ticket is issued from Turkish Airlines quota which means TK code must be indicated at the carrier column on the ticket.

You can use award tickets on flights operated either by Turkish Airlines or by other Star Alliance Carriers.

You can not spend your miles on code-share flights that are not operated by Turkish Airlines or a Star Alliance Carrier.

28. Can I earn mileage if the name recorded on my Miles&Smiles profile and the name on my ticket is not identical?

To receive automatic mileage credit, the name on your Miles&Smiles account needs to match the name on your ticket. It is recommended that you have your tickets issued under the name as appears on your Miles&Smiles profile.

29. If I purchase a ticket for someone else, who receives the miles?

Even if you buy a ticket for someone else with your Miles&Smiles credit card the person who actually travels with the related ticket will be eligible to earn mileage credit.

30. How can I claim my missing miles?

Simply click on the "Claim Missing Miles" button to enter your flight number, flight date, flight class, departure / arrival and the ticket number. Please be advised the registration of some flights can take longer according to the route flown as the flight and ticket information has to be verified.

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31. Where I can find my ticket number?

Ticket number is located on the bottom center of the Passenger Receipt and consists of 13 digits. THY ticket number begins with 235. If you purchased your ticket through a travel agent, please contact the travel agent to obtain the ticket number.

32. How can I claim my missing flights on partner airlines?

Please send us the ticket copies and the original boarding passes to Türk Hava Yolları B kapısı - Contact Center Binası Müşteri İlişkileri Müdürlüğü 34149 Yeşilköy/İstanbul Your claim for missing partner flights will be credited to your account as soon as we get the necessary confirmation from the related airline. Please allow a minimum of 14 days from the transaction. Any request for mileage not credited to your account must be registered within 12 months as of the activity date.

33. How do I request mileage credit for my hotel stays and car rentals that hasn't been reflected to my account yet?

Please contact the related hotel or the car rental company with a copy of your invoice for mileage credit.

34. When do my miles expire?

The miles earned are valid for 3 years as of the date they are credited to your account. The information regarding the expiring miles will be indicated on your mileage statement which is sent to your e-mail address. You can pay 10 Euros for every 1000 miles that are about to expire and extend the validity of your miles by three years.

35. What is the total mileage registered under my account?

You can find this information under "Your Account" heading. You must have a Miles&Smiles membership number and pin code to access this information.

36. Can I purchase Miles in order to issue an award ticket?

When there is insufficient amount of miles to issue an award ticket, for 25 Euro (VAT included) 1000 bonus miles can be bought from our website. Besides, with incrementals of 1000 miles, 10.000 miles can be bought every year.
Miles&Smiles members can only be able to buy their missing miles through our website www.milesandsmiles.com

37. How to calculate the required miles for award tickets?

Just click on the "Award Calculation" button at our home page and enter the origin and destination of your flight route. In order to display the redeemable miles of your account, just click on the "Your Account" heading..

38. How to calculate the earned miles for my flights?

Please click on "Flights and Miles" button at our home page and then click on ‘’earn miles by flying ‘’in order to calculate how many miles you will earn for your paid ticket by entering the departure-arrival points and the class of service.

39. Which number do I call for my reservations?

Please contact (+90 212) 444 0 849 and dial 1 for your reservations. Elite and Elite Plus members can contact our Elite & Elite Plus Reservation Line by dialing 3.

You can also make your reservation online at www.thy.com, contact your nearest Turkish Airlines Sales Office or travel agency for your bookings.

40. In which class should I book my awards for Turkish Airlines flights?

DOMESTIC AND INTERNATIONAL LINES

 

Economy Class

Comfort Class

Business Class

award ticket

X (reservation guarantee - capacity controlled)

Z (reservation guarantee- capacity controlled)

I (reservation guarantee- capacity controlled)

Companion Ticket

X (reservation guarantee - capacity controlled)

Z (reservation guarantee- capacity controlled)

I (reservation guarantee- capacity controlled)

DOMESTIC AND INTERNATIONAL LINES

Upgrade
J
F

VALID ONLY ON TURKISH AIRLINES OPERATED FLIGHTS.

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41. How many days in advance do I need to make my award reservation?

Award tickets should be issued as soon as the reservation is confirmed. Ticketing time limit rules apply.

Upgrade transactions should be completed at least 24 hours before departure. Only Elite and Elite Plus members can benefit from last minute upgrade.

42. Is there any special application for award reservations?

There are two types of award tickets in Miles&Smiles Program which are ‘’Capacity Controlled Award Tickets’’ and ‘’ Seat Guaranteed Award Tickets’’.

There are a limited seat capacity for ‘’capacity controlled award tickets’’ and the reservation can only be made in case the respective class is available. The reservation classes are X (for economy class), Z (for comfort class) and I (for business class) for the ‘’capacity controlled award tickets’.The required miles for ‘’capacity controlled award tickets’’ are lower than the required miles for ‘’ Seat Guaranteed Award Tickets’’..

There is no seat limitation for ’’ Seat Guaranteed Award Tickets’’, meaning that you will be treated as a passenger traveling with a paid ticket as soon as there is an availability in the related flight class.

For seat guaranteed award tickets, required mileage amounts will be considered depending on the travel dates either high or low season. The reservation classes are X (for economy class),  Z (for comfort class) and I (for business class) for the seat guaranteed award tickets.

43. Can I redeem my miles for another person?

Yes. You may designate a passenger with a different name-surname when claiming an award if requested in writing.

Miles&Smiles members should have a signed written request that includes name, surname, birth date and relationship degree of the person whom the member wishes the award to be issued for. Departure and arrival points and travel dates must also be indicated. Photocopy of the Miles&Smiles membership card, a valid ID and a written, signed request is also required.

44. Can I use a companion ticket or an upgrade on other Star Alliance member airlines’ flights?

No! Companion tickets and upgrades are applicable only on Turkish Airlines flights.

45. What is required to redeem miles for an award?

The necessary amount of mileage must be present in a member's account. Reservation must be made confirmed and booked in award reservation class. No wait list is permitted. An award request form (or a signed written award request) together with the copies of Miles&Smiles membership card and ID must be handed over to the Turkish Airlines Sales Office for the issuance of the award tickets.

46. Where should I go to claim an award ticket?

Award tickets can only be issued via Turkish Airlines Sales Offices. Travel agents are not authorized for this transaction.

47. What is e- ticket and where can i find the detailed information about e-ticket?

Please click on to have detailed information about e-ticket.

48. Is it possible to make changes on award tickets? What do I do if I claim an award and am not able to use it?

Once the free or companion tickets are issued, only the flight times/dates can be changed and re-routing(can be applied only on Turkish Airlines flights provided that the reservation is made for the same award zone and the same award class) can be applied at an extra charge mentioned below. Companion ticket and the paid ticket must be issued for the same route and both passengers should travel together on the first flight of the trip. The return flights can be flown in different dates and the other companion tickets cases are not be issued.

Mileage refund: If any coupon of the award/award ticket is not used, provided that a no-show has not occured, the following fees will be applied. Euro 20 for Domestic Tickets, Euro 20 for International Tickets
In case a no-show or an offload occurs, a fee of Euro 40 for Domestic Tickets Euro 40 for International Tickets will be applied

Mileage Refund for Upgrades: A mileage refund can be made against following fees for each transaction, if the upgrade is not used, provided that a no-show has not occured. Euro 20 for Domestic Tickets, Euro 20 for International Tickets
In case a no-show occurs on the upgraded flight, the following fees will be applied for each transaction. Euro 40 for Domestic Tickets, Euro 40 for International Tickets

Reservation Changes: For the date / time changes and re-routing (can be applied only on Turkish Airlines flights provided that the reservation is made for the same award zone and the same award class) Euro 20 for Domestic Tickets and Euro 20 for international tickets will be charged for each transaction once free and companion tickets are issued.
If no-show (Passengers holding confirmed seats but fail to present themselves for their booked flight due to any reason are termed as 'No Shows'.) occurs, a fee of EUR 40 for domestic award tickets and EUR 40 for international award tickets will be charged. Changes to upgraded paid ticket reservations (flight dates / hours) and re-routing are not permitted.

49. What is the validity of my award tickets?

Award tickets are valid for one year as of the ticket issue date.

50. Where do I get a list of award tickets issued from my account?

Please enter "Your Account" heading and then just click on" Miles Redeemed ".

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51. What are the required miles for upgrades?

Just click on the "Award Calculator" button at the home page and select Upgrade from “award type” section. You need to select origin and destination from the table. Upgrade miles are given for one way trips.

52. How can I upgrade my flight against miles?

You are required to have a paid ticket that must be issued on the booking classes Y, B, M, K, S or H to upgrade from Economy Class to Business Class; There must be availability in class “J”  In domestic and international flights to upgrade your ticket to BUsiness Class. Therefore, you must have completed upgrade transactions at least 24 hours prior to departure for Business Class Upgrade.

PLEASE REMEMBER: UPGRADING IS NOT POSSIBLE AT CHECK-IN OR PRIOR TO BOARDING THE AIRCRAFT. LAST MINUTE UPGRADE IS APPLICABLE FOR CLASSIC, CLASSIC PLUS, ELİTE VE ELİTE PLUS CARD MEMBERS

53. Where do I go for upgrades?

Reservation for upgrades can be made through Turkish Airlines Sales Offices upon presenting your membership card and your paid tickets. The travel agents are not authorized for this transaction.

54. Last Minute Upgrade is applicable for who and how?

Last Minute Upgrade is applicable for Classic,Classic Plus, Elite and Elite Plus card holders. You are required to have a valid and paid Economy Class ticket eligible for mileage accrual with confirmed reservation to have your flight class upgraded to Business Class on Turkish Airlines' operated flights, provided seat is available. This procedure can only be requested during check-in of a flight.

55.Can I transfer my miles to another carrier's frequent flyer programme?

You are not able to transfer mileage you accumulate in the Miles&Smiles program to any other carrier's program, nor can you transfer mileage you accumulate in another carrier's program to the Miles&Smiles programme. (except the family membership regulation for Elite Plus members)

56. Can my spouse benefit from my miles

Yes. Miles&Smiles members can redeem miles for their spouses if requested in writing.

However it is not possible to combine or transfer miles between the accounts.

57.Can I merge accounts with another person?

It is not possible to merge accounts that belong to different persons.

58. How can I have information regarding program partners?

Click on “Partners”button from home page.

59. Where do I go for General Rules of the Program?

Click on ‘Terms and Conditions’ button.

60. What is the difference between Shop & Miles and Miles&Smiles?

Miles&Smiles is the co-branded credit card developed in cooperation with Garanti Bank for Miles&Smiles members. You can collect miles while shopping with the Miles&Smiles credit card. You must have a Miles&Smiles membership in order to receive Miles&Smiles credit card.

61. Where should I contact for my questions about Miles&Smiles?

You should contact Garanti Call Center at 444 0 333.

62. When will the miles earned from Miles&Smiles expenditures be credited to my Miles&Smiles account?

They will be credited to your account within two days following the issue date of your Shop & Miles statement.

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