Frequently Asked Questions

Get fast answers to your questions about Star Alliance and our products including Round the World, Circle and Airpass fares. You can also use the Search tool to find answers quickly.   Check the FAQs first and then contact our Help Desk if you need further information.

Note: Please contact the relevant member airlines directly with questions about flights, operational issues or to give feedback. For questions related to your miles/points, your frequent flyer status or to book award flights or upgrades, contact the frequent flyer programme in which you are a member.

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Frequent Flyer Programmes

icon-closed icon_opened How can I update my membership account details?
Please contact your airline's Frequent Flyer Programme. You can find the contact to your FFP at http://www.staralliance.com/earn-and-redeem
icon-closed icon_opened What should I do when I lose my membership card?
Please contact your airline's Frequent Flyer Programme. You can find the contact to your FFP at http://www.staralliance.com/earn-and-redeem
icon-closed icon_opened Is there an additional card for Star Alliance as well as for individual Star Alliance member airlines?
No, there is no Star Alliance membership card. Membership cards are issued only for an individual airline frequent flyer programme.
icon-closed icon_opened How do I join one of the Star Alliance member airlines FFP?
Please visit the member airline's FFP website or our Earn and Redeem page http://www.staralliance.com/earn-and-redeem for links to all Star Alliance member carrier FFP sites.
icon-closed icon_opened Is there one Star Alliance Frequent Flyer Programme?
No. Star Alliance frequent flyer programmes are all operating independently. To take advantage of the Star Alliance network, all you need to do is join one of the programmes. You will be able to earn and redeem miles or points with one programme across all  Star Alliance member airlines. The programmes available to choose from include:
  • Adria Airways– Miles & More
  • Aegean Airlines - Miles and Bonus
  • Air Canada - Aeroplan
  • Air China - PhoenixMiles  
  • Air India - Flying Returns
  • Air New Zealand - Air Points
  • ANA - ANA Mileage Club
  • Asiana Airlines - Asiana Club
  • Avianca - LifeMiles
  • Avianca in Brazil - Amigo
  • Austrian - Miles & More
  • Brussels Airlines -  Miles & More
  • Copa Airlines - ConnectMiles
  • Croatia Airlines – Miles & More
  • EGYPTAIR - EGYPTAIR Plus
  • Ethiopian Airlines - shebaMiles
  • EVA Air - Infinity MileageLands
  • LOT Polish Airlines - Miles & More
  • Lufthansa - Miles & More
  • Scandinavian Airlines - EuroBonus
  • Shenzhen Airlines - PhoenixMiles
  • Singapore Airlines - KrisFlyer
  • South African Airways - Voyager 
  • SWISS - Miles & More
  • TAP - Victoria
  • Thai Airways International - Royal Orchid Plus
  • Turkish Airlines - Miles&Smiles
  • United - MileagePlus

 

Note, there is no need to join more than one of the above programmes. We recommend that you join the programme of the airline you are most likely to travel with most often.

Star Alliance status levels

icon-closed icon_opened What should I do when my Star Alliance status is not recognized?
In order to avoid any inconvenience, we suggest that you take your airline FFP card with you when travelling. Please contact your airline's Frequent Flyer Programme for the further assistance. You can find the contact to your FFP at http://www.staralliance.com/earn-and-redeem
icon-closed icon_opened What is Star Alliance Gold and Star Alliance Silver, and what are the benefits?
Star Alliance Gold and Star Alliance Silver are tier levels recognized across all Star Alliance member carriers which allow you to obtain additional benefits. These benefits are available to you on any of the Star Alliance member airlines, anywhere on the network. The benefits are:

Star Alliance Silver:

  • Priority Waitlisting
  • Priority Airport Standby (where allowed by law)

Star Alliance Gold:

icon-closed icon_opened How can I determinate how many miles I need to gain Star Alliance Gold or Silver status?
Each member airline defines their own tier status levels, which equate to Star Alliance Gold and Silver. Please visit your airline's frequent flyer programme website to learn more about the programme, and qualification requirements. You can find the contact of your FFP at http://www.staralliance.com/earn-and-redeem
icon-closed icon_opened What is my Star Alliance status level?
If your status matches the Star Alliance Gold or Silver status level, your FFP card shows the respective Star Alliance Gold or Silver logo. You can also visit http://www.staralliance.com/status and choose your FFP to learn more about your Star Alliance status level.

Earn and Redeem miles

icon-closed icon_opened Can I transfer my mileage to a family member?
It depends on the individual frequent flyer programme Terms and Conditions. Please contact your airline's Frequent Flyer Programme. You can find the contact to your FFP at http://www.staralliance.com/earn-and-redeem
icon-closed icon_opened I forgot to give my FFP number on my previous flight. Can I still earn miles for the flights?
Yes, please contact your airline's Frequent Flyer Programme. You can find the contact to your FFP at http://www.staralliance.com/earn-and-redeem. Please note that airline FFP may define limitation on the retro-claim period at their sole criteria.
icon-closed icon_opened Can I earn miles or points toward elite status on Star Alliance member airlines?
Miles / points earned on Star Alliance member airline flights will count towards qualification of elite status within your frequent flyer programme.
icon-closed icon_opened How do I redeem miles or points on Star Alliance member airline flights?
If you wish to use your miles or points on another Star Alliance member airline, you should contact your frequent flyer programme service centre directly - not the airline you wish to travel on.
icon-closed icon_opened Can I redeem miles or points for awards on Star Alliance member airlines?
Yes. You are able to use your miles / points earned in one programme for travel awards on any of the Star Alliance airlines (subject to availability). For information and/or booking, you will need to contact your frequent flyer programme directly. Each airline FFP defines their own policies for redemption of award tickets.
icon-closed icon_opened Can I combine miles or points for free tickets?
No. Miles / points cannot be combined between Star Alliance airline frequent flyer programmes.
icon-closed icon_opened Can I transfer miles or points between Star Alliance airline member programmes?
No. Once you have earned miles / points in one programme, you are not able to transfer that balance to another programme within the alliance. All programmes remain independent.
icon-closed icon_opened How do I earn miles or points with Star Alliance member airlines?
To earn miles / points you simply need to ensure that your frequent flyer membership number is entered into your booking reservation or when you check-in for your flight. We advise that you ask your travel agent or booking agent to enter it in at the time of booking.
icon-closed icon_opened Can I earn miles or points with all Star Alliance member airlines?
Yes. Provided you are a member of one of the Star Alliance airline frequent flyer programmes, you will be able to earn miles or points on all qualifying flights and eligible booking classes across the network - on all Star Alliance airlines. A qualifying flight is any flight that is eligible for earning miles / points. For information on booking classes and fares eligible for earning miles / points please refer to the terms and conditions of your FFP.

Claim missing miles

icon-closed icon_opened What happens if my account is not credited with miles or points earned on a Star Alliance member airline flight?
If you did not receive your miles / points for a qualifying flight and eligible booking class, you will need to contact your frequent flyer programme service centre in order to claim your missing miles. For information about qualifying flights, eligible booking classes and fares, please refer to the terms and conditions of the frequent flying programme you belong to.
Please click on “No” below and find links to the respective frequent flyer programmes websites.

Upgrade Awards

icon-closed icon_opened On which Star Alliance member airlines are upgrade awards available, and which frequent flyer programme points can I use?
You will find the up-to-date list of airlines and valid programmes on the Upgrade Awards page.
http://www.staralliance.com/upgrade-awards
icon-closed icon_opened When can I request an upgrade on a Star Alliance member airline flight?
You can request your upgrade any time after you have a confirmed booking and ticket through the FFP of which you are a member.
icon-closed icon_opened Can I use miles or points to upgrade on Star Alliance member airline flights?
You can use your miles or points to upgrade to the next class of service on all Star Alliance member airlines (subject to availability). Check with your frequent flyer programme for more information about upgrades.

Lounges

icon-closed icon_opened How can I find out about the facilities at a lounge?
Please use the Star Alliance Lounge Finder Tool to look up the available facilities at a given lounge. : http://www.staralliance.com/lounges
icon-closed icon_opened How can I find out where lounges are located at different airports?
Please also use the Star Alliance Lounge Finder Tool to search for available lounges at your departing airport. You can find this on our website at: http://www.staralliance.com/lounges You may also go to the Airport Information page and select an airport. You will find a map of the airport that shows the location of lounges.
icon-closed icon_opened My guest was denied access. Where can I register my complaint?
If you are a Star Alliance Gold member please direct your concern to the airline of the frequent flyer program you belong to. If you used the lounge based on class of travel please direct your concern to the airline you were travelling with. Remember, your guest also needs to be travelling on a Star Alliance flight departing from the same airport to be allowed access.
icon-closed icon_opened Will I be entitled to bring a guest into the lounge?
Eligible guests: International First, Star Alliance Gold and Eligible Paid Lounge Membership customers are entitled to one guest.
The guest must enter the designated lounge with the eligible customer.
The guest must also present a boarding pass for any Star Alliance flight departing from the local airport.

For more information, please review the Lounge Access Policy page in the benefits section of this site.

http://www.staralliance.com/lounge-access-policy
icon-closed icon_opened What determines my lounge access – my Star Alliance status level or my flight ticket?
Your access to lounges is usually determined by your flight ticket and class of travel or frequent flyer tier status. Star Alliance Gold frequent flyer card holders are automatically entitled to use Star Alliance Gold lounges. Star Alliance Silver frequent flyer card holders do not have access to Star Alliance Lounges. You must be departing on a flight operated by a Star Alliance member airline to access a Star Alliance or Star Alliance member airline lounge. You can find further details on our website: http://www.staralliance.com/lounge-access-policy
icon-closed icon_opened How many Star Alliance lounges are there worldwide?
There are over 300 Star Alliance member airline lounges worldwide and many more contract lounges operated by third parties used by our member airlines in various locations. In addition to this there are five dedicated Star Alliance branded lounges located in Sao Paulo, Paris, Nagoya, Los Angeles and Buenos Aires. This brings the total network of lounges offered to over .