Accessibility Statement: Miles & More website and mailings

This accessibility information applies to services, as defined by Directive (EU) 2019/882 and the laws implementing it in European Union member states, that are offered or provided on the website www.miles-and-more.com by the Miles & More company whose name and address is listed in the legal notice.

It was created on 27.6.2025 and will be reviewed and updated as needed in accordance with the applicable legal norms and technical standards.

The applicable accessibility requirements for services can be found in the legislation enacted by European Union member states to implement Directive (EU) 2019/882 of the European Parliament and of the Council of 17 April 2019 on the accessibility requirements for products and services (“European Accessibility Act” or “EAA”). Via Annex V, Directive (EU) 2019/882 also entails an obligation to provide and publish information on the accessibility of services.

In Germany, the applicable accessibility requirements are set out in the Accessibility Strengthening Act (Barrierefreiheitsstärkungsgesetz, “BFSG”); for services, the accessibility requirements are defined by Section 3 paragraph 1 BFSG in conjunction with Section 1 paragraph 3 and in the Accessibility Strengthening Act Ordinance (Verordnung zum Barrierefreiheitsstärkungsgesetz, “BFSGV”), which was enacted on the basis of Section 3 paragraph 2 BFSG. The obligation to create and make available accessibility information for services follows from Section 14 paragraph 1 BFSG in conjunction with Appendix 3 to Sections 14 and 28 BFSG in conjunction with the BFSGV.

The applicable accessibility requirements also follow from the national, European and international legal norms referenced in these legislative acts. In fulfilling the above requirements, services must reflect the technological state of the art. The harmonised European standard EN 301 549 applies in this regard, Annex A of which declares the Web Content Accessibility Guidelines (“WCAG”), currently conformance levels 2.1 A and AA thereof, to be binding.

As a strong brand and loyalty programme of the Lufthansa Group, Miles & More offers over 36 million members access to an exclusive world of more than 175 international partners spanning the entire travel chain and all areas of everyday life. At the core of this wide-ranging programme with its world of offers, attractive benefits and exclusive perks is the earning and redeeming of miles for awards and the earning of Points in order to achieve frequent flyer status.

You can find detailed information about these offers and services on the Miles & More websites, such as at www.miles-and-more.com. Explanations of the services offered are also available there.

Before becoming a member, anyone who wishes to find out about the Miles & More programme’s benefits and about ways to earn and redeem miles can learn more on our website. After successfully registering, members receive a personal service card number, which is required so that the miles they earn on flights and with partners can be credited to their accounts.

Members can view their current mileage balance, their Points balance for frequent flyer status and available redemption options at any time in their online customer account or in the Miles & More app. They can also book Award Flights there, request upgrades or select merchandise awards from Worldshop.

Miles are redeemed by selecting the desired award and confirming it in the relevant booking process. For Award Flights, a booking confirmation is then sent by email; merchandise awards are sent to the delivery address provided.

Detailed information on ways to earn and redeem miles, mileage validity, status benefits and other services can be found on our website www.miles-and-more.com, along with content in simple language and information about accessibility options.

As part of an established process to guarantee ongoing compliance with accessibility requirements, we ensure the harmonised European standard EN 301 549 and the WCAG conformance level referenced therein, which corresponds to the technological state of the art, are followed.

These guidelines state that services must be:

• Perceivable (i.e. the information and elements of the services must be presented to users in such a way that the users can perceive them)

• Operable (i.e. users must be able to operate the services’ components and the navigation)

• Understandable (i.e. the information provided and the usage of all services must be easily understood)

• Robust (i.e. the content must be robust enough to be reliably interpreted by a variety of technical tools, including assistive technologies)

WCAG provides guidelines for how to design perceivable, operable, understandable and robust services that are easy for people with disabilities to use. There are currently three conformance levels. In accordance with European standards, we have implemented conformance levels 2.1 A and AA.

Various ongoing measures ensure compliance with the above. These include:

• Reviews: we regularly conduct both automatic and manual accessibility audits to systematically review our digital offerings for compliance with the requirements of WCAG 2.1 conformance levels A and AA and the EN 301 549 standard.
• Training: we provide comprehensive ongoing training for our content managers, designers and developers. This ensures that they are familiar with accessibility best practices and can take these principles into account at every stage of content creation and development.
• Integration into the development cycle:accessibility is built into the entire cycle of our software development; from the initial design and planning to testing and deployment, a “born accessible” approach is adopted whenever possible.
• Specialised accessibility team: we have a specialised team responsible for conducting and monitoring accessibility initiatives on our digital platforms.

Our website has been extensively reviewed by our internal accessibility experts based on the applicable accessibility standards.

In addition to our internal processes, our website has been reviewed by external accessibility experts.

We are continuously working to improve how we provide our services and ensure compliance with all legal requirements. We offer ways for users to contact us if they wish to communicate accessibility issues or suggest improvements.

We accept no liability for linked third-party services over which we have no control or for which we are not responsible. The provider in question bears sole responsibility for ensuring that this content is correct, complete, up to date and accessible. By using the links, you acknowledge that we are not liable for any damage or legal consequences.

We welcome and appreciate your feedback on the accessibility of the website www.miles-and-more.com. Your feedback is important and helps us improve our services. If you encounter accessibility issues, wish to report a problem regarding compliance with the applicable requirements or want to suggest improvements, please don’t hesitate to contact Miles & More Customer Service.

We will respond to all concerns and requests within the legally defined time limits.