Faqs

Frequently Asked Questions

Get fast answers to your questions about Star Alliance and our products including Round the World and Circle Pacific 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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Biometrics

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What is Star Alliance Biometrics?

Star Alliance Biometrics is a voluntary Star Alliance product that allows customers to take advantage of facial recognition technology to pass through security and boarding gates in a touchless manner. In the near future the range of process points will be gradually expanded – for example to baggage drop-off and lounge access.

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How does Star Alliance Biometrics work?

When an enrolled customer travels through a participating airport and on a participating airline, Star Alliance Biometrics facial recognition technology matches the customer's live image to the boarding pass information and biometric profile, allowing the customer to effortlessly pass through security and boarding gates.

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What personal data is stored by Star Alliance Biometrics? 

Star Alliance Biometrics stores the enrolled frequent flyer number, up to five pictures of the customer, the expiration date of the passport, and PIN as well as security questions. The customer's name is not stored

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Which airlines and airports can I use Star Alliance Biometrics with?

You can use the Star Alliance Biometric facilities in any of the listed airports and airlines. More participating airlines and airports will be added as the product expands around the world.

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How can I manage the use of my personal data by Star Alliance Biometrics? 

In the Star Alliance app, you can manage your Star Alliance Biometrics profile and consent related to:
- Star Alliance Biometrics terms and conditions
- Participating airlines
- Participating airports

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Where are the biometric profiles and data stored?

Star Alliance encrypts and stores your profile and data in a Microsoft Azure Cloud hosted in Europe. The data is subject to and protected by EU privacy laws. Airlines and airports will not have access to your biometric profile data.

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Are pictures stored at biometric touchpoints, even if the customer does not have a Star Alliance Biometrics profile? 

No, pictures are not stored at biometric touchpoints. 

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How can I register for Star Alliance Biometrics?

The registration can be started by selecting Star Alliance Biometrics in the main menu of the participating airline app. Once you are validated using the airline app, the registration process is completed using the Star Alliance app. The registration consists of four easy steps - create a PIN and security questions, take a selfie, scan your passport, and provide your consent.

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How long does the registration process take for Star Alliance Biometrics?

The registration process usually takes between three to ten minutes, also depending on your internet connection. You may have to restart the registration if the process is idle for too long.

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Do I need to complete the registration before every flight? 

No, you only need to register once to use Star Alliance Biometrics at all participating airports and airlines.

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How soon is the Star Alliance Biometrics profile active once registered? 

The Star Alliance Biometrics profile will be active latest 24 hours after registration.

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Do I need to re-register if their frequent flyer number changes if it changes, e.g. due to a status change?

Yes. For the time being a re-registration is needed when a new frequent flyer number was issued due to a status change.

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Can I delete my biometric profile? 

Yes, you can delete their biometric profile at any time. Simply select "Delete Biometric Profile" under "Profile Management" in the Star Alliance app.

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How can I log in to my biometric profile on the Star Alliance app? 

You must first log into the participating airline app in order to be authenticated. You can then select Star Alliance Biometrics from the airline app's main menu to access your Star Alliance Biometrics profile.

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What happens if I forget my Star Alliance Biometrics PIN or the answers to their security questions? 

Please use the "Send Feedback" function under "Settings" within the Star Alliance app in order to be routed to the appropriate service desk. Alternatively, you can also select "No" right underneath this answer to be taken to our contact form.

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Why am I logged out of my biometric profile on the Star Alliance app? 

Users are automatically logged out after a period of inactivity, in order to protect their sensitive data.

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What could cause the registration for Star Alliance Biometrics to fail ? 

There are several reasons for a registration to fail:

  • The name on the user's frequent flyer profile does not match the name on the passport.
  • The picture from the selfie does not match the passport.
  • Some countries do not allow the extraction of biometric data of their citizens (like China and Russia). Therefore, Star Alliance Biometrics does not permit the enrolment of citizens where country laws do not permit this.
  • During the selfie capture, lighting is insufficient. Please use proper lighting, ideally against a plain white or off-white background.
  • The camera can fail to initialise during selfie capture, depending on system performance. Please select "Cancel" to go back to the previous page and retry.
  • The liveliness detection failed. Star Alliance Biometrics uses liveliness detection to verify whether there is a person in the picture to prevent fraud and fake profiles.
  • Some ad-blocker apps have been known to hinder the registration process. Please temporarily disable these.
  • The user is under 18 years of age.

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Why are my name and frequent flyer number transferred from the airline app to the Star Alliance app? 

The Star Alliance App requires the validated frequent flyer number, as Star Alliance Biometrics connects the frequent flyer number to a user's biometric profile. The user's name is only required to match the name on the passport to the one in the frequent flyer account. After a successful match, the names are no longer saved. 

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Can I register using a tablet or iPad, instead of a mobile phone?

No, at this point you are required to register using an Android or iOS mobile phone. Tablets or iPads are not recommended for the registration process.

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What are the benefits of Star Alliance Biometrics over a normal boarding pass?

Enrolled customers will have a contactless and hands-free experience when using the designated Star Biometrics gates. Simply look into the biometrics camera to proceed. Customers are still requested to carry their boarding pass for touchpoints which do not allow biometric identification. 

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What do I need to do in order to use biometric identification at a participating airport?

You need to enroll in Star Alliance Biometrics, enter your Star Alliance Biometrics-registered frequent flyer number in your booking, and use the clearly designated Star Alliance Biometrics gates.

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What could cause biometric identification to fail at the airport? 

There are several reasons that can cause the biometric identification to fail:

  • The terms and conditions have changed and require acceptance. Please check your notifications in the biometric profile on the Star Alliance app. 
  • You forgot to enter your Star Alliance Biometrics-enrolled frequent flyer number in your reservation.
  • You have not yet consented to allow the participating airline <link> and/or participating airport <link> to use your Star Alliance Biometrics profile. 
  • The airline backend systems and Star Alliance Biometrics have not yet synchronized your boarding pass to their Star Alliance Biometrics profile (for example, a last minute booking or check-in). 
  • The synchronization has not been completed after your frequent flyer status has changed. Frequent flyer numbers are synchronized every 24h. 
  • Your appearance has changed significantly compared to when you registered for Star Alliance Biometrics. That might include wearing a cap, sunglasses, scarves, or adverse lighting near the camera.

In all cases, you can still proceed at a touchpoint by using your boarding pass.

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I am required to wear a mask in the airport terminal. Will I have to remove this for biometrics identification? 

No. It is not required to remove the mask for the biometric identity check. The identification process works for passengers wearing masks. 
 

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What happens if I cannot be biometrically identified at a touchpoint? 

You can still proceed at a touchpoint by using your boarding pass.

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Do I still need to carry my boarding pass?

Yes, customers are required to carry their boarding pass as there are touchpoints that are not equipped with biometric identification.

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How do I recognize eGates that are equipped with biometrics? 

eGates that are equipped with biometrics are clearly signed with the Star Alliance Biometrics logo above the gate as well as with floor markings.

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Do I still need to carry my ID or passport, even if they have a biometric profile? 

Yes, you are always required to carry your ID/passport. The biometric identification at certain touchpoints does not replace the ID/passport check at the airport. 

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Who can customers contact if they have questions or feedback about Star Alliance Biometrics?  

Customers can use the "Send Feedback" function under "Settings" within the Star Alliance app.