2.1. General information
The basis of calculation for the Miles & More programme are miles that are credited to the participant’s mileage account. Miles can be used only for the purposes expressly specified in the Terms & Conditions, additional programme documents or the Miles & More communication media.
2.1.1 Types of miles
There are different types of miles which a member can earn in Miles & More. The different categories are Award miles, Status miles, Select miles and HON Circle miles. Awards can be obtained in Miles & More with award miles. Status miles and HON Circle miles determine the frequent flyer status and thus the card type in Miles & More. Select miles are counted per calendar year, can be collected as part of a frequent flyer status and entitle the participant to acquire additional benefits.
“Miles” in the context of these Terms & Conditions are all types of Miles & More miles, unless specifically indicated otherwise.
2.1.2 Other customer loyalty programs
Bonus points, bonus miles or other units of account from other programmes cannot be converted into miles unless Lufthansa has reached an agreement with the respective operator of the other programme and has correspondingly communicated this in the Miles & More communication media. The same applies to the conversion of miles to bonus points, bonus miles or other units of account from other programmes.
2.1.3 Transferability of miles and trading with miles
Miles and mileage accounts cannot be transferred to a third party. The sale, exchange, offer for auction or any other transfer of miles to a third party is prohibited. Also prohibited are negotiations for the purchase or sale of miles and the purchase of miles from participants or a third party, as well as the unauthorized use of miles.
Deviating provisions shall be explicitly specified in the Miles & More communication media.
2.2. Account balance
Members can check their current mileage account balance on any Miles & More account statement printer or online via their personal mileage account by entering their Miles & More card number and PIN. In addition, members who actively use Miles & More to a certain extent shall receive regular information on their current account balance, provided the member has signed up to receive Miles & More online newsletter communications. Shipping a printed version may be omitted if Miles & More generally provides access to the account overviews online in the online mileage account. The duplication or replacement of account statements is not possible.
2.3. Earning miles
2.3.1 General provisions for earning miles
Members can start earning miles after membership commences. Miles can only be credited to the member’s individual mileage account for services the member personally utilized. When using the services of the Miles & More partner companies, the beneficiary of the Miles & More must be a cardholder to ensure that the miles can be credited. The billing recipient is irrelevant here.
The type and number of miles credited depends on the programme documents applicable at the time of the service rendered as well as Miles & More communication media. According to the procedure in Section 2.3.7, miles can be credited for a flight or a partner service eligible for earning miles, which takes place during the time period between the application submission and the opening of the mileage account. Members can earn miles with certain Miles & More partner companies. Lufthansa and the joint operator have no direct influence over these companies. Neither Lufthansa nor the joint operator of the programme is therefore responsible for the unlimited availability of the services of the Miles & More partner company (such as flights, hotel stays, rental cars) and the proper performance of contracts. The Terms & Conditions of the Miles & More partner company shall apply.
2.3.2 Special provisions for flights
For each actually flown segment of a fully paid scheduled flight operated by Lufthansa, a joint operator or a Miles & More partner company, the member’s account will be credited with miles – subject to Sections 2.3.6 and 2.3.7.
2.3.3 Special provisions for hotels and rental cars
For each fully paid stay of the member at a hotel partner company at a rate declared as eligible for earning miles at the conclusion of the accommodation contract, the member’s account will be credited with award miles - subject to Sections 2.3.6 and 2.3.7. The same applies to any fully paid vehicle rental at a car rental partner company at a rate declared as eligible for earning miles at the conclusion of the rental contract.
Several consecutive overnights are considered a “stay”. The same applies in the event that the member checks in after checking out within one day at the same hotel. A “rental” is the rental and personal use of a vehicle by the member for at least one day, or of different vehicles on consecutive days in one or more branches of a car rental partner company in the same city.
2.3.4 Miles & More payment cards with mileage earning function
When using Miles & More payment cards (such as Lufthansa Miles & More Credit Card or Miles & More Credit Card), cardholders earn miles to a certain extent which will be credited to their Miles & More account. Details are described in the General Terms & Conditions of the respective Miles & More payment card.
2.3.5 Other ways to earn miles
Other temporary or permanent ways to earn miles and their Terms & Conditions will be announced separately in the Miles & More communication media or by the Miles & More partner companies themselves.
2.3.6 Exclusions from mileage credit
No miles can be credited for certain booking or service classes, special rates such as benefits to industry discount fares (ID, IP, AD, GE, UD, DG, PEPs etc.), for award services, free flights or services for which the member receives benefits under other bonus programmes. For certain other services, a mileage credit may be excluded by prior announcement in the Miles & More communication media.
Any mileage credit is also excluded for unused, reimbursed, lapsed or unlawfully obtained documents (tickets, coupons, etc.). The same applies in other cases of non-utilization or the refund of the service qualifying for earning miles.
2.3.7 Crediting procedure
Miles will only be automatically credited to the member’s account if the Miles & More card number, or another customer card eligible for earning miles, is submitted at the time of utilization of the service qualifying for earning miles.
Miles not automatically credited can be credited to the member’s account within 6 months of using the service. In this case, the member must provide the Miles & More Service Team with the following documents (such as the original boarding pass and a copy of the passenger receipt or original hotel or car rental invoice). Letters and documents that are sent to the Miles & More Service Team shall be scanned, digitally archived and destroyed after scanning. The right to demand the return of the submitted original letters and documents does not exist.
2.4. Redeeming miles
2.4.1 General provisions for redeeming miles
Members may redeem their award miles for awards as soon as their mileage account has a sufficient balance. Prerequisite is the availability of the award in accordance with Section 2.4.6.
Award offers and the respectively required number of award miles will be announced in the respective current Miles & More communication media. Status miles and HON Circle miles cannot be redeemed for awards. Select miles entitle the member to acquire various benefits within the context of a frequent flyer status. The necessary number of Select miles and other provisions for redeeming Select miles will be announced in the respective current Miles & More communication media.
The conversion and payment of miles into cash is not possible.
2.4.2 Flight awards
Flight awards can be obtained for scheduled flights operated by eligible Miles & More airline partners as well as for selected charter flights. The number of award miles required for this depends on the mileage table currently valid at the time of booking (“flight award chart”), which will be published in the current Miles & More communication media. If the departure airport and the final destination are located in different award zones (open jaw flight), the respective higher award zone shall apply for the miles redeemed. The award flight must be booked when requested. The deadlines for requesting the award flight ticket issue depend on the respective airline. The member will be given this deadline at the time of booking the award ticket via the Miles & More Service Team. The General Conditions of Carriage of the operating carrier shall apply except as otherwise specified in the General Terms & Conditions for Miles & More Flight Awards for the flight in question claimed as a flight award.
2.4.3 Upgrade awards
On scheduled flights operated by some eligible Miles & More airline partners, one-way upgrades to the next highest class can be requested as an award per “point-to-point connection” (flight segment/leg), provided that a fully paid ticket (see Sections 2.3.2 and 2.3.6) exists. Certain fares, booking classes and group bookings may be excluded from the upgrade. For more details, see the Terms & Conditions of the Miles & More flight awards. The conditions of the original tickets remain in effect in the event of an upgrade. The conditions for re-booking upgrade awards can be obtained from the Miles & More Service Team.
2.4.4 Other awards
Other awards, their conditions and the additional possible uses of award miles will be announced separately in the respectively current Miles & More communication media.
2.4.5 Award request
Awards may be requested from the Miles & More Service Team, depending on the respective award, stating the Miles & More card number and PIN. Various awards require advance booking deadlines (such as postal delivery times) which can be found in the Miles & More communication media or which can be obtained from the Miles & More Service Team. An award etix®, where technically possible, may be issued up to one business day prior to departure.
2.4.6 Availability and special conditions for awards
The availability of awards may vary depending on date, season and destination. Individual awards may not be available at certain times. Awards cannot be combined with certain services at reduced rates (in accordance with Section 2.3.6). More information about the availability of awards as well as possible special conditions are available at miles-and- more.com . These will be announced with the corresponding award offers.
Lufthansa or a joint operator have no direct influence over the availability and quality of the awards provided by Miles & More partner companies. Neither Lufthansa nor the joint operator of the programme is therefore responsible for the unlimited availability of the services of the Miles & More partner company (such as flights, hotel stays, rental cars) and the proper performance of contracts. The Terms & Conditions of the Miles & More partner company shall apply.
2.4.7 Issuance of award documents
If the requested award is available, the Miles & More Service Team will issue award documents (award tickets and/or certifi cates for other awards). Sending award tickets and upgrade award certificates as paper documents shall only take place if the standard electronic transmission as etix® or eUpgrade is not possible.
In exceptional cases, award tickets and upgrade awards certificates can be requested seven working days before the departure date and can be delivered via express shipping for a service fee after consultation with the Miles & More Service Team. Outside Germany, the time period for the express request differs from the Terms & Conditions specified here.
In the member’s own interest, they should immediately check if the documentation sent is complete and correct as per their request. Award flight documents are valid for 12 months after issue.
The validity of other award documents (such as for event, car, hotel and tourism awards) can be found in the Miles & More communication media.
2.4.8 Transferability and trading of award documents
Award documents, especially award tickets, may only be issued to persons for their own use, to persons with which the member is personally connected through a mutual relationship, such as relatives, friends and acquaintances, and may not be exchanged for other awards or cash.
In addition, the sale, exchange, offer for auction or any other transfer of award documents to a third party is prohibited. Also prohibited are negotiations for the purchase or sale of award documents as well as the unauthorized acquisition and the unauthorized use of award documents. Miles & More coupons and eVouchers are considered award documents in the context of this Section 2.4.8.
2.4.9 Return and loss of award documents
Depending on the specific award, the return of a flight award may incur a service fee. The conditions of return as well the amount of the service fee can be found in the respectively current Miles & More communication media at the time of the return or can be obtained from the Miles & More Service Team.
Stolen or lost award documents can only be replaced upon payment of an appropriate service fee through reissue, provided that the conditions of the specific type of award, which can be obtained from the Miles & More Service Team, permit their replacement. Otherwise, the member shall be refunded the award miles less a reasonable service fee, details of which can be obtained from the Miles & More Service Team. A service fee is not applicable if the documents have been lost in the mail en route from Miles & More to the member and the member has submitted a complaint to the Miles & More Service Team about the non-receipt of the documents within 21 days of their request.
In the context of these Terms & Conditions, members are liable for misuse if they, by their actions, fulfill the provisions of Section 2.1.3 (transfer/trading of miles) or Section 2.4.8. Paragraph 2 (transfer of award documents).
2.4.11 Consequences of misuse
In the event of misuse for which the member is responsible, Lufthansa or a third party authorized by Lufthansa retains the right to terminate or withdraw the award documents, refuse to issue an award or refuse to accept the redemption of an award.
The right to terminate in accordance with Section 3 and the right to assert further claims against the member, including claims for damages, remain unaffected.
If the misuse affects an award ticket for transportation, Lufthansa also reserves the right to recalculate the actual ticket price in euros and to bill the member responsible for misuse in accordance with Section 2.4.8. Award miles already deducted for the award ticket will be credited back to the member’s miles account after a recalculation and after payment in full.
In the event that award miles acquired by the member due to misuse are recalled (see Section 2.1.3), Lufthansa reserves the right to demand compensation for damages instead of the recall of the number of miles required for the award should the mileage account balance prove insufficient for the recall of the entire amount of improperly acquired award miles. Lufthansa also retains this right in the event that the mileage account has a negative balance or in other cases of misuse or irregular behaviour by the member.
The member retains the right to prove that no or lesser damage has occurred in all cases.
2.5. Expiration of award miles
If award miles are not redeemed for an award within 36 months of the event (date of flight, beginning of hotel stay, time of car rental etc.) from the mileage account, they shall be forfeited by the end of the next quarter, unless otherwise specifi ed in the Miles & More communication media. The date and amount of the lapsed miles shall be indicated separately in the Miles & More account information or in the member’s individual online mileage account at least one quarter before their expiration date.
2.6. Taxes, surcharges and service fees
All additional costs such as fees charged (e.g. airport taxes, security fees), surcharges (e.g. insurance surcharges) and service fees (e.g. rebooking fees) associated with the issue or use of an award shall be borne by the participant and shall be billed via credit card. Information about the amount of taxes, surcharges and any applicable service fees can be obtained from the Miles & More Service Team.