FAQs

General


Q - I have some questions concerning Flypass. Where can I look for the answers?
A - Our website provides a wealth of information on the Flypass programme. Click here to learn more about it. If you still have any unanswered questions, you can contact the Flypass Unit service desk on   (+356) 2299 9660 or e-mail.
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Q – If I have changed my family name, how do I update my account details?
A - To change your name on a Flypass account, we will ask you to send us a copy of a legal document reflecting the correct name, such as your driver's licence, marriage certificate or passport.
Please send your request to:
Flypass Unit 
Air Malta Head Office 
Luqa LQA 05 
E-mail Address
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Q - Can I transfer my KMiles to another airline’s programme?
A – No. You are not allowed to transfer KMiles in the Flypass programme to any other airline’s programme. Nor can you transfer any mileage you accumulate within another airline’s programme to our Flypass programme.
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Q - When are Bonus/Partner KMiles posted to my account?
A - Bonus miles are posted approximately 8 weeks following fulfillment of the requirements.
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Q - If I have more than one Flypass account, can I transfer the balances to just one account?
A - Yes you can, provided that the name and address are identical on each account and that you have no more than 5,000 KMiles in the account which will no longer be used. This can be done by contacting the Flypass service desk on  (+356) 2299 9660.
If you have more than 5,000 KMiles in the account which will no longer be used or if you need to combine more than two accounts, please send a written request to: 
Flypass Unit 
Air Malta Head Office 
Luqa LQA 05 
E-mail Address

 

Joining Flypass
 

Q – How can I join Flypass?

You can join Flypass by clicking here

 

Managing my Flypass Account
 

Q - Can I check my statement online?
A – Yes, Flypass Online services are available to all our members.
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Q - How do I earn Flypass KMiles from my flight activity?
A – You earn valuable KMiles when you travel with Air Malta. You can obtain a list of the applicable KMiles levels by clicking here .
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Q - What other ways can I earn Flypass KMiles?
A - For other ways to earn Flypass KMiles and the list of our Flypass Partners, click here.
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Q - What are the rules for Expiring KMiles?
A - Any mileage not redeemed within 24 months of the date of accrual (date of flight, date of bonus or Partner KMiles) will expire at the end of that quarter (e.g. miles expiring in August of any given year would expire at the end of September of that same year)
Permanent or Diamond card holders are exempt of the mileage expiry condition.
https://www.airmalta.com/managing-my-flypass-account
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Q – What should I do to get credit for KMiles not originally posted?
A – Please forward the relevant documentation to the Flypass Unit, clearly stating your Flypass number. Kindly allow 45 working days for processing requirements.
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Q - How often is my Account updated?
A - For travelling with Air Malta, flight activity information is normally updated within 15 days from the date of travel. Postings for Promotions or other Flypass partners are updated every 60 days. Occasionally KMiles will take a little longer to post.
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Q - What are the rules for Flypass Accounts validity?
A - If a member does not have at least one KMiles' accrual within two years from last activity date, the Flypass account will close and unredeemed KMiles are automatically forfeited. 
After a twenty-four (24) month period during which the member does not fly with Air Malta or with the Program Partners, the Company reserves the right to close the account and void the KMiles in the account.

 

Updating my Account

 

Q – If I have changed my family name, how do I update my Flypass account accordingly?
A - To change your name on a Flypass account, we will ask you to send us a copy of a legal document that shows the correct name, such as your driver's licence, marriage certificate or passport. Send your request to:
Flypass Unit
Air Malta Head Office
Luqa  LQA 05.
E-mail Address
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Q - Do I earn KMiles if the name on my account is different to the name I actually use when I travel?
A - To receive automatic KMiles credit, the name on your account needs to match the name on your tickets. For security reasons, we strongly recommend that you have your tickets issued in your legal name rather than any other name. For partner transactions, the name you use when doing business with that partner should match the name on your Flypass account.
You may be a Flypass member who has travelled using a nickname, or a new legal name, that has not yet been updated on your Flypass account, and perhaps you did not therefore receive credit for the transaction. If this is the case, please submit a written request for credit to us, along with copies of your ticket receipt, boarding passes or applicable partner receipt(s) and any identification that includes your nickname, or the legal documents listed above. Send your request to:
Flypass Unit
Air Malta Head Office
Luqa  LQA 05
E-mail Address
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Q - Can I have more than one postal address for my Flypass account?
A – Yes you can. However, if you receive printed summaries from us, we can only send these mailings to your primary postal address.

 

View my KMiles
 

Q - How long does it take to post KMiles gained from an Air Malta flight?
A - For travel with Air Malta, information is normally updated within 15 days from the date of travel. Postings for Promotions and other Flypass partners are updated every 60 days. Occasionally KMiles will take a little longer to post.

 

Requesting KMiles Retroactive Credit

 

Q - How do I request mileage credit that hasn't been applied to my account?
A – Please forward the relevant documentation to the Flypass Unit, clearly stating your Flypass number. Only flown e-tickets together with copies of the boarding passes will be accepted. Kindly allow 45 working days for processing requirements. It is possible to apply for retroactive credit of miles that have not been automatically credited for up to 6 months.
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Q - How long should I wait before I request my retroactive credit?
A - You should wait a minimum of 15 days from the completion date of your trip. For retroactive credit transactions with other partners, please allow a minimum of 60 days from the transaction. Any request for mileage not credited to your account must be requested within 6 months of the activity. Kindly note that flight activity prior to your enrolment date is not eligible for mileage credit. It is possible to apply for retroactive credit of miles that have not been automatically credited for up to 6 months.
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Q - Once I request the mileage credit, how long will it take to be applied to my account?
A – Please allow up to 45 working days for KMiles to be posted to your account.

 

Booking an Award

 

Q - How do I make a reservation using my Flypass KMiles?
A - To make a reservation using your Flypass KMiles, please contact the Flypass Unit on   (+356) 2299 9660 or E-mail
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Q - How many days in advance do I need to make my standard award reservation?
A – In order to avoid processing fees, a standard award reservation can be made between 7 and 45 days of the travel date.  If the award request is made in the last 7 days prior to departure, an additional express processing fee of € 69.00 will apply. If you would like to book the standard travel award as far as 6 months prior to departure, you can benefit from BOOK AHEAD. A minimal fee of € 69.00 per award is applicable.
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Q - How do I place my Flypass award booking on a courtesy hold?
A - You can place an award booking on a 7-day courtesy hold, provided you are booking more than 5 days prior to departure.
Award requests made less than 7 days prior to departure incur a late-processing fee of € 69 for each such request.
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Q - How do I change or cancel my award travel reservation?
A - Please contact the Flypass Unit on   (+356) 2299 9660 to make any changes to an award travel reservation.
Changes to your award ticket will entail a re-booking fee of € 69 per change. In case of Business Class upgraded award flights` re-bookings, the conditions of the original economy ticket remain in force.
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Q - Can KMiles be redeemed for re-booking flights?
A - No, the applicable re-bookings charges apply as per ticket conditions. Any applicable difference between original fare paid and new fare may also be applicable.
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Q - Are the same number of KMiles required for a child travelling on an award as for an adult?
A - There is no distinction between a child and an adult. The same number of KMiles are required in either case.
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Q – For how long is my ticket valid?
A - Travel on an award ticket must be completed within three months from the commencement of travel. No time extension will be possible after ticket issuance unless it is within the three month period. If you would like to change dates within the three month validity, you are to inform the Flypass Unit. A fee of € 69.00 per extension is applicable.
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Q – Are there any charges associated with an award booking?
A – The Flypass member must settle all departure taxes and service fee of € 15.00 upon ticket issuance. If award request is claimed less than 7 days prior to departure date, an additional express processing fee of € 69.00 will apply.
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Q - Can a Business Class Upgrade award be requested on Air Malta scheduled flight?
A – Yes, provided that the ticket has been issued on Air Malta documentation only, starting with reference number 643. Business class upgrade request is to be forwarded to Flypass Unit after ticket is issued in economy class at the applicable rate. Flight segments booked in E, N, R, and U class cannot be upgraded to Business Class. All awards are subject to availability.
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Q - Can a Business Class Upgrade award be requested on same date of departure?
A - No, Business Class Upgrade awards cannot be requested on the same day of departure.

Claim Awards

 

Q - Do I need an award certificate before booking a reservation?
A - No. For your convenience, we do not issue paper award certificates for Flypass Travel Awards.
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Q – For how long is my award valid?
A - Once ticketed, you will have one month from the issuing of the ticket in which to travel, unless expressly stated otherwise.
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Q - Can I claim an award for someone else?
A - Yes. You may designate an immediate relative when claiming an award.
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Q - What can I do if I claim an award and am not subsequently able to use it?
A - Once ticketed, you will have one month from the issuing of the ticket in which to travel, unless specified otherwise. Flypass KMiles can be reinstated for unused and unexpired award tickets upon due return of the ticket and upon payment of a processing fee accordingly. KMiles cannot be reinstated for ”no-show” passengers.
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Q – Can KMiles be redeemed for unaccompanied minors?
A – No, unaccompanied minors` tickets cannot be booked by redeeming KMiles.
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Q – Can KMiles be redeemed for travel in different award zones?
A – Yes, should the airport of departure and the final destination be located in different zones. The higher award zone always applies and is used for mileage redemption. Once ticket has been issued, it cannot be changed to a different destination. Example; award ticket issued from Malta to London cannot be exchanged for a new routing from Malta to Brussels. Same original routing needs to be retained.
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Q – Can KMiles be reinstated for unused and unexpired free airfare award tickets?
A – Yes, subject to a Flypass member informing Flypass Unit to cancel the award flight at least one day prior to the commencement of travel. A processing fee of € 69.00 and a non-refundable service fee of € 15.00 are applicable per award ticket.

 

Earning Bonus Kmiles

 

Q - If I am offered a bonus, when will it be posted to my account?
A – Normally, bonus KMiles for our flights will be credited at the time the flight KMiles are posted to your account. However, if the offer requires you to meet certain qualifying conditions, the bonus will be posted only after all the conditions have been met.
For example, if the bonus offer requires you to purchase and fly three round-trips in Club Class between Malta and London, you will receive the bonus miles only after all three round-trips in Club Class have been completed and have been posted to your account.
Bonus miles for some offers are posted after the promotional period ends. Please check the individual offer details for more specific information.
Online booking KMiles bonus and web check-in KMiles bonus are no longer applicable.
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Q - Do I earn miles when I book hotels online from the Air Malta website?
A - Yes, 2 KMiles are earned per € 1.00 spent when booking your hotel accommodation on www.airmalta.com. The offer is no longer applicable.

 

Earning KMiles on Malta

 

Q - How do I receive KMiles credit for my flight?
A – KMiles credit are received when the Flypass membership card is presented during the reservation process to travel with an eligible fare ticket for a valid Air Malta flight, and when you check-in for the flight.
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Q - How do I receive credit for flight activity that has not been posted to my account?
A – We require up to 15 days following your completed flight to process the ticket information. If more than 15 days have elapsed, and your Air Malta flights have not yet been posted to your account, you can forward copies of the ticket documentation together with the scanned boarding passes and your Frequent Flyer number to [email protected] or alternatively, mail to:
Air Malta plc,
Sky Parks Business Centre, Level 2,
Malta International Airport
Luqa – LQA 4000, 
Malta

You may also apply for retroactive credit of miles that have not been automatically credited for up to 6 months. 
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Q - If I submit a written request for the due credit of flight activity, how long will it take for the KMiles to be posted?
A – Following submission of your written request, please allow 45 working days for the activity to be included in your account.
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Q - If I purchase a ticket for another passenger, who receives the KMiles?
A – Only the person who actually travels with a ticket is eligible to earn KMiles.
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Q – Will I earn miles on all Air Malta scheduled flights?
A – KMiles will only be given to members depending on flight segment, cabin service, and fare booking class. Please visit Reaching the Skies for more details. “N” class fare is no longer eligible for the accrual of KMiles.

 

Flypass Online FAQS

 

Q - How do I get a Password?
A - Flypass Online uses a password at Login so you can create your own password. To login to Flypass Online, you must be a Flypass member with a valid password.
We are no longer accepting new applications for Flypass memberships.
Login at www.airmalta.com and click on 'Need a Password’. You will be asked to submit your first and last name as they appear on your Flypass account, as well as your Flypass membership number. A temporary password will be e-mailed to you on the e-mail address provided within 5-10 minutes. This password will be used for your initial login. Upon login with the temporary password, you will be prompted to select a permanent password and a challenge question. The challenge question will be required in the event that you forget your password. The answer to your question should not be the same as your password. 
Depending on your account, you may also be required to provide your current Flypass KMiles balance and Flypass membership status for further authentication. Once verified, you will be able to supply your e-mail address. You will then receive the temporary password at the e-mail address provided and will be able to login to Flypass Online and select a permanent password of your choice. You can also send in an E-mail if you any further questions.
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Q - What if I forget my password?
A – You can always click on ‘Forgot Your Password’ at the top of the page. Submit your first and last name as it appears on your Flypass account as well as your Flypass number. Flypass Online will verify the information and once it has located your account, you will be prompted to give the correct answer to the challenge question that you previously set up. You will then be able to enter your new Password.
Passwords and challenge question response are case-sensitive; meaning ‘ABC123’ is not the same as ‘abc123’. Passwords must be a minimum of 6 and a maximum of 12 alpha-numeric characters. A confirmation email will follow on the e-mail address provided.
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Q - I'm having problems logging in with the password selected.
A - Please remember that passwords are case-sensitive meaning ‘ABC123’ is not the same as ‘abc123’. Passwords must be a minimum of 6 and a maximum of 12 alpha-numeric characters. Kindly bear in mind that the password and challenge question should be different from each other.
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Q - Where can I find additional password assistance?
A - Should you need further assistance, please contact our Flypass Unit on   (+356) 2299 9660 or E-mail.
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Q - How do I become a Flypass member?
A – We are no longer accepting new Flypass memberships.
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Q - What is a Flypass number and why do I need one?
A - A Flypass number is a 7-character account number for the Air Malta Frequent Flyer programme. This allows you to access your Flypass account information.
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Q - What if I am already a Flypass member, but I am new to Flypass Online?
A – Login at www.airmalta.com, then click on 'Need a Password.'
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Q - What if I see someone else's name on the home page?
A – Click on the link that says 'Change User’, input your Flypass number and password to log in.
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Q - What does 'Remember My Flypass Number' mean?
A - This feature stores your Flypass number as a cookie on your hard drive so when you access www.airmalta.com at a later time, your Flypass number will be repopulated in the 'Flypass Number' box.
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Q - When do I need to login to Flypass Online?
A - For your protection, we require you to login using the Flypass number and password provided to access areas such as the Flypass account information. Although it is not required for all functions, we suggest you always login whenever you visit www.airmalta.com.
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Q - I forgot my Flypass number. Is it available on the site?
A - No. Please call the Flypass Unit on   (+356) 2299 9660 or send us an E-mail.
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Q - How long will my account remain active if not used?
A - Accounts will be archived after 3 years of inactivity. You can re-activate your account by calling the Flypass Unit on   (+356) 2299 9660. It will take up to 48 hours to re-activate your account during which time you will not have online access to it.
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Q - I have some further questions concerning my Flypass account. Where can I obtain the answers?
A – www.airmalta.com provides a wealth of information concerning your Flypass account. Click here to find out more. If you still have any unanswered questions, please contact the Flypass Unit on   (+356) 2299 9660 or send us an E-mail.

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