Faqs

Frequently Asked Questions

Get fast answers to your questions about Star Alliance and our products including Round the World, Circle and Airpass fares. Please check our FAQs first. If you do not find an answer, you will be guided to our Help Desk.

For inquiries related to your miles/points, your status or to book award flights or upgrades, please contact your Frequent Flyer Programme. If you wish to give feedback about a specific flight experience, please take the shortcut to our member airline's customer service teams.

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Frequent Flyer Programmes

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Is there a Star Alliance Frequent Flyer Programme?

No. Star Alliance does not have its own Frequent Flyer Programme. Instead, all Star Alliance member airlines have individual Frequent Flyer Programmes operating independently. Although you can join several programmes in parallel, there is no need to do so. You will be able to earn and redeem miles or points with one programme across all Star Alliance member airlines. We recommend that you join the programme of the airline you are most likely to travel with often.

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How can I join a Star Alliance Frequent Flyer Programme?

You can choose between the following Frequent Flyer Programmes:

Adria Airways– Miles&More

Aegean Airlines – Miles+Bonus

Air Canada - Aeroplan

Air China - PhoenixMiles 

Air India - Flying Returns

Air New Zealand - Airpoints

ANA - ANA Mileage Club

Asiana Airlines - Asiana Club

Avianca - LifeMiles

Avianca Brasil – Programa 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 Air Portugal -  TAP Miles&Go

Thai Airways International - Royal Orchid Plus

Turkish Airlines - Miles&Smiles

United – MileagePlus

 

In order to join one of these programmes, please visit their website directly or our Your Benefits section for links to their websites.

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Is there an additional membership 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 by the member airlines’ individual Frequent Flyer Programmes. Once you have reached Gold or Silver status with your Frequent Flyer Programme, you automatically have Star Alliance Gold or Silver status as well and your programme will issue you a card showing the Star Alliance Gold or Silver logo.

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What should I do when I lose my membership card?

Please contact your Frequent Flyer Programme.

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How can I update my membership account details?

Please contact your Frequent Flyer Programme. 

Star Alliance status levels

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Can I transfer my Gold status to another programme?

Unfortunately this is not possible as the Frequent Flyer Programmes within Star Alliance are operated independently by the member airlines.

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What is Star Alliance Gold and Star Alliance Silver, and what are the benefits?

Star Alliance Gold and Star Alliance Silver are the tier levels recognised across all Star Alliance member carriers which allow you to obtain additional benefits. The following benefits are available to you on any of the Star Alliance member airlines, anywhere on the network:

Star Alliance Silver:

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

Star Alliance Gold:

  • Priority Waitlisting
  • Priority Airport Standby (where allowed by law)
  • Priority check-in
  • Priority Boarding (where available)
  • Priority Baggage Delivery

  • Extra Baggage Allowance
  • Worldwide Lounge Access (some restrictions apply)
  • Gold Track (Priority Security & Immigration)

    For more information, please visit the Gold or Silver pages. 
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How many miles do I need to reach 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.

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What is my Star Alliance status level?

If your status with your Frequent Flyer Programme 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 our Recognition section and choose your FFP to learn more about your Star Alliance status level.

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What should I do when my Star Alliance status is not recognised by other member airlines?

In order to avoid any inconvenience, we suggest that you take the membership card of your Frequent Flyer Programme with you when travelling. After the flight please contact your airline's Frequent Flyer Programme for further assistance. 

Earning miles/points

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Do I earn miles or points for all flights?

Please check the table of eligible booking classes on your Frequent Flyer Programme’s website. Single booking classes of very low and discounted fares might be exempted.

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How can I earn miles?

You need to register with one of the Frequent Flyer Programmes of the Star Alliance member airlines, as Star Alliance does not have its own Frequent Flyer Programme. Then, whenever you fly with any Star Alliance airline, add your Frequent Flyer membership number in the booking. If you booked in an eligible booking class, the miles or points will be credited to your account automatically.

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Can I combine miles from different Frequent Flyer Programmes or transfer all to one programme?

Unfortunately this is not possible as the Frequent Flyer Programmes within Star Alliance are operated independently by the member airlines.

Claim missing miles

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I forgot to add my frequent flyer number in the booking. What shall I do?

If you realize it before the flight, please ask the check-in agent to add the number during the check-in process. If you realize it after the flight, contact your Frequent Flyer Programme to retro-credit the miles, either online or by phone. Always keep your boarding passes for retro-credit of miles.

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What can I do if my account is not credited with miles or points earned on a Star Alliance member airline flight?

If you did not receive miles/points for a qualifying flight in an eligible booking class, you will need to contact your Frequent Flyer Programme in order to retro-claim the missing miles. For information about qualifying flights, eligible booking classes and fares of Star Alliance member airlines’ flights, please visit the website of your Frequent Flying Programme.

Redeeming miles/points

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Can I use miles or points to upgrade on Star Alliance member airlines’ flights?

You can use your miles or points to upgrade to the next class of service on all Star Alliance member airlines’ flights (subject to availability). Check with your Frequent Flyer Programme for more information about Star Alliance Upgrade Awards and the respective mileage charts.

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When and where can I request an upgrade on a Star Alliance member airline flight?

You can request your upgrade online up to 24 hours prior to the flight once you have a confirmed booking and ticket. Go to your Frequent Flyer Programme’s website or go to Star Alliance Upgrade Awards to request the upgrade.

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Can I redeem my miles for free tickets on Star Alliance member airlines?

You can use your collected miles or points to “pay” for a free ticket (award ticket) of any member airline, subject to availability. To redeem your miles for a flight on any Star Alliance member airline, contact your Frequent Flyer Programme.

Lounges

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How can I find out where lounges are located at different airports?

Please use the Star Alliance Lounge Finder to search for available lounges at your departure airport. You can access the Lounge Finder on our website or through the Star Alliance App. You may also go to the airport information page on our website and select an airport. You will find a map of this airport that shows the location of lounges.

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How can I find out about the facilities at a lounge?

Please use the Star Alliance Lounge Finder to look up the available facilities at a given lounge.

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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.

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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.

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What determines my lounge access – my Star Alliance status level or my flight ticket?

Access to lounges is determined either by your flight ticket and class of travel or by your frequent flyer status.

International First and Business Class customers have access to Star Alliance lounges when travelling in First and Business.

Star Alliance Gold customers have access to Star Alliance lounges when travelling on a Star Alliance flight in any class of travel. Star Alliance Silver customers do not have access to Star Alliance lounges.

You must always be departing on a flight operated by a Star Alliance member airline to access a Star Alliance or Star Alliance member airline lounge at the departure airport. You can find further details here

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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, there are seven dedicated Star Alliance branded lounges located in Rome, Rio de Janeiro, Sao Paulo, Paris, Nagoya, Los Angeles and Buenos Aires.

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Am I eligible to access all Star Alliance lounges when travelling on a Connecting Partner?

As a Star Alliance Gold customer traveling on a connecting Itinerary you have access to Star Alliance Member owned lounges, Star Alliance branded lounges, Connecting Partner lounges and lounges contracted by the Connecting Partner.

Connecting itineraries involve a direct connection between a Star Alliance member airline flight and a flight operated by a Connecting Partner, included in the same reservation.

Gold Track

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Who is eligible to receive the benefit of Star Alliance Gold Track Priority Security & Immigration?

All customers holding Star Alliance Gold status or travelling in First and Business class on a Star Alliance member flight are eligible to proceed through Gold Track Priority Security & Immigration.

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Where is the Star Alliance Gold Track Priority Security & Immigration benefit available?

To find all the airports where you can benefit from Star Alliance Gold Track Priority Security & Immigration please click here.

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I was not granted access to the Star Alliance Gold Track priority lane, can you help me?

We are sorry for the inconvenience. If you are eligible to receive the benefit of Star Alliance Gold Track Priority Security & Immigration and have been travelling through an airport offering this benefit, please click on "No" below and use the contact form to contact us. Please visit our Gold Track section for the complete list of airports.

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Can I take a guest with me through the Star Alliance Gold Track Priority Security & Immigration screening point?

The guest policy depends on each individual member airline.

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How do I find and recognize the Star Alliance Gold Track priority lane at the airport?

You can find Star Alliance Gold Track priority lanes signs. To find out the individual facility name in locations without Star Alliance branding, please visit our Gold Track section.