FAQs
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FAQs

Questions and Answers concerning Frankfurt Airport Rewards

Find all information on the Frankfurt Airport Rewards Program here.

FAQs to the Frankfurt Airport Rewards

1.1 What are the advantages of joining the rewards program?
If you join the Frankfort Airport Rewards program, you’ll be able to collect reward points with every purchase you make and redeem them for attractive rewards. You’ll also qualify to receive special benefits from participating retailers.

1.2 Who may join the rewards program?
Anyone 18 years or older may participate.

1.3 How do I become a member?
To become a member, you must register online.

1.4 What happens if I don’t register my paper card?
If you don’t register the card, it won’t be completely activated. That means that you can collect points but not redeem them for rewards in our shop.

1.5 Is it free to join the rewards program?
Yes, there is no charge for registering and membership.

1.6 Are there physical cards in addition to the digital ones?
We do not give away physical cards. You can use your card digitally through the Frankfurt Airport App or you can print out your own paper card via your reward account.

1.7 Where is my digital card?
You’ll find your digital card in the Frankfurt Airport App. Devices running iOS also let you save it to an Apple Wallet, and with Android devices you can store it in a Google Wallet.

1.8 I want to leave the program. How do I get out?
It’s easy to cancel your membership in your reward customer account or via our Service Center.

1.9 Where is my customer number?
Your customer number is printed on your customer card. You can also find it in your confirmation e-mail and in your account settings.

1.10 How can I edit my personal data?
You can change your data whenever you like in your account settings under “My Account”.

1.11 How can I change my password?
You can change your data whenever you like in your account settings under “My Account”.

1.12 How happens if I have forgotten my password?
In this case, click on "forgot password" in the login screen. You will then receive an email with instructions for requesting a new password.

2.1 How do I collect points?
You collect points every time you make a purchase in one of the participating partners. Simply present your membership card when paying. You also receive points when picking up and paying for items you have reserved at Frankfurt Airport Online Shopping.

2.2 What is the difference between reward points and status points?
You receive reward points and status points. You can redeem reward points into rewards. Status points define your status level and the related status privileges.

2.3 Do I receive reward and status points for everything I buy?
With only a couple of exceptions, yes. A few products are subject to legal constraints, and participating retailers may also exclude certain products.

2.4 How many reward and status points do I get for my purchases?
You receive one reward point and one status point for each full euro that you spend on a given article. Fractions of euros are disregarded, so the number of points you get may differ from the total purchase price when buying multiple items. Additional reward points can also be credited to you in connection with promotions. To learn exactly how they work, please consult the promotion’s terms & conditions.

2.5 Is there a minimum purchase for receiving points?
No. You are awarded points for every full euro spent.

2.6 When are points credited to me?
Points for purchases made at participating stores right at the airport and on Frankfurt Airport Online Shopping are generally credited to your account right away. Please keep in mind that, depending on the retailer, there could be a short delay until the points are credited.

2.7 Can my points expire?
Yes, your reward points will expire after two years at the end of the calendar year and your status points will expire after one year.

For example, if you make a purchase on December 20, 2015, then your reward points will expire at midnight on December 31, 2017. The formula once again: add two years and extend to the end of that year.

2.8 Can I retroactively claim points?
Yes, this is possible. Please contact our customer service and keep your purchase receipt handy.

2.9 How can I check my point balance?
You can check your current point balance by going online and looking in your reward customer account. But please keep in mind that, depending on the retailer, there could be a short delay until the points are credited.

2.10 What should I do if my points aren’t credited to my account?
It can take up to two months for points to be credited. If they still haven’t arrived after that time, please get in touch with our customer service.

3.1 What are the status levels that I can reach as a member of the rewards program?
You can achieve three status levels: SMART, COMFORT, and EXCLUSIVE. Each status level entitles you to certain benefits. The value of the benefits increases with each successive level.

3.2 How many status points do I need for each level?
The status levels correspond to the following point counts:

Status level Status points
 
SMART up to 2,499  
COMFORT 2,500 - 3,999  
EXCLUSIVE from 4,000  

3.3 When exactly do I move up a level, and how long do I stay there?
You advance to the next status level as soon as you have collected enough points. You then stay at that new level until the end of the following calendar year. Then you are reassigned based on how many points you have at that time. If you have meanwhile accumulated enough points to qualify for the next-higher level, you are immediately bumped up to it.

3.4 What are benefits?
Benefits are another kind of reward that you are entitled to free of charge depending on your status level. As your status level rises, the benefits increase in value.

4.1 How do I redeem my reward points?
You can redeem your reward points in the Reward Shop, where you obtain valuable vouchers and coupons that you then exchange for products or services from participating partners, subject to their own terms and conditions.

4.2 How long are vouchers and coupons valid?
That depends on the voucher or coupon and the terms and conditions of the retailer or partner.

4.3 If I lose a voucher or coupon, can I get it replaced?
If you lose one, please contact our customer service. The voucher or coupon will be immediately canceled (unless it has already been redeemed) and the reward points are credited to your account again.

4.4 Can I directly exchange my reward points for articles in shops?
We regret that it is not possible. You must obtain a voucher or coupon first.

4.5 Can I redeem my reward points in cash?
We’re sorry but cash disbursements are not possible.

5.1 How do I contact the customer service?
Here you find the contact information to our customer service.

5.2 Data Privacy
For detailed information, please read our data privacy policy.

5.3 I have a new name. How can I change it in your system?
You can change your name online in your profile settings

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