Frequently Asked Questions

«Back to FAQ Main Page

Frequent Flyers

1. What is Asia Miles and how do I benefit from joining?

Asia Miles™ is Asia’s leading travel reward programme, offering you a world of exciting awards to match your lifestyle. Fly with our 22 airline partners (including Cathay Pacific and Dragonair) to earn Asia Miles towards flights awards, Upgrades Awards and Companion Ticket Awards, and an array of fabulous lifestyle awards – including hotel stays, holiday packages, dining vouchers, and more. You can also earn Asia Miles on the ground with our many non-airline partners. Earning Asia Miles is easy, fun and best of all – it's free to join. Visit the Asia Miles website for our latest news and promotions today!

2. What are the criteria for joining Asia Miles?

Membership to Asia Miles is open to anyone over the age of two years (parental or legal guardian consent is required for persons under 18 years.) There is no membership fee or joining fee.

3. How can I join Asia Miles?

You can now join Asia Miles online at www.asiamiles.com. Once your application has been processed you will receive a confirmation email. Please remember to print your temporary membership card so that you can start earning Asia Miles straight away.

4. How can I earn Asia Miles?

Once you become a member, you can start earning Asia Miles immediately with your temporary membership card (be sure to print out the online version or use the one attached to your application form). Always present your membership card at check-in or when paying for our partner services.

5. When will I receive my Asia Miles membership card?

You will receive a permanent Asia Miles membership card once you have completed your first qualifying flight on any airline partners, or once you have earned 250 Asia Miles with any non-airline partners. Please allow 28 days for the delivery of your membership card after qualifying either of these criteria.

6. Can I share an Asia Miles account with my family?

Each Asia Miles account is valid for one person only. However, you can nominate up to five individuals as your Redemption Group by simply logging on to your Asia Miles account online and clicking “Update Your Profile” under “Your Account,” then selecting “Change Your Redemption Group” and following the instructions accordingly. You can also use your own Asia Miles to redeem awards for your Redemption Group Nominees, including flight awards, Companion Ticket Awards, Upgrade Awards, Extra Baggage Allowance and our wide selection of lifestyle awards.

7. How can I redeem Asia Miles awards?

Airline Awards
If you are redeeming flight awards, Upgrades Awards and/or Companion Ticket Awards with Cathay Pacific or Dragonair, log on to www.cathaypacific.com or www.dragonair.com, then redeem and book your flights through the Online Booking Service.

If you wish to redeem flight awards with other airline partners, you can complete an Airline Award Request Form at www.cathaypacific.com and submit it online.

Lifestyle Awards
Lifestyle awards include car rentals, hotel, holiday and spa packages, dining vouchers, and lots more. Simply click here to redeem the award you want, taking into account eligibility and delivery arrangements.

8. How do I claim missing airline miles?

To claim missing air mileage, simply log on to your account at www.cathaypacific.com and click “Claim Missing Airline Miles” under “Manage Your Miles” to complete a Missing Mileage Request Form online. Missing mileage must be claimed within six months of the transaction date. You should be able to see the mileage on your statement profile within six to eight weeks if your flight is eligible for earning miles.

9. How can I change my PIN?

For members of The Marco Polo Club

Simply log on www.cathaypacific.com with your membership number or username and current PIN. Select "Change Your PIN" under the "Update Your Profile" section on the left navigation bar of "Your Marco Polo Club Account." Then follow the simple instructions to update your PIN.

For Asia Miles members

Simply log on www.asiamiles.com with your membership number or username and current PIN. Select “Change Your Pin” under the “Update Your Profile” section on the top navigation bar of “Your Account.”Then follow the simple instructions to update your PIN.

10. How do I claim missing non-airline miles?

To claim missing non-air mileage, simply log on to your account at www.cathaypacific.com and click “Claim Missing Non-Airline Miles” under “Manage Your Miles” to download the Missing Mileage Request Form to complete the required details. Missing mileage must be claimed within six months of the transaction date. You should be able to see the mileage on your statement profile within six to eight weeks if your non-airline activity is eligible for earning miles.

11. What should I do if I lose my Marco Polo Club membership card?

You can order a replacement membership card online for a service fee of either USD20 or 2,000 Asia Miles*. Please let us know your choice of payment by selecting “Request a Replacement Membership Card” under "Redeem Your Asia Miles” section on the left navigation bar of "Your Marco Polo Club Account." You will receive a new card within two to four weeks with following details for verification.

Name (as stated on credit card)
Credit card number, type (i.e. Visa, MasterCard) and expiry date

* Request through other non-online channels: USD50 or 5,000 Asia Miles.

12. How can I change the name on my Marco Polo Club/Asia Miles account?

To change the name on your Marco Polo Club/Asia Miles account, please email or fax us with one of the following documents for verification. The name on your profile must match exactly with the name on your official documents.

Passport copy with the specified changes indicated
Deed poll
Marriage certificate

13. What if I have forgotten my Personal Identification Number (PIN), membership number and username?

You can retrieve your PIN, membership number and username online if you have registered your email address in your membership profile. For members of The Marco Polo Club, you may simply click "Sign-In Help?" in the Member Login area and follow the instructions accordingly – whereas Asia Miles members can simply click “Forgot PIN / Membership No.” in the Member Login area. As a security precaution, your PIN, membership number and username will then be sent to your registered email address. If you have yet to register your email address with us, please contact The Marco Polo Club Service Centre.

14. What online services are available to members of The Marco Polo Club and Asia Miles?

As a member of The Marco Polo Club and Asia Miles, you can take advantage of the following online services on the Cathay Pacific and Asia Miles websites:

Log on with your The Marco Polo Club or Asia Miles membership number or username.
	cathaypacific.com	asiamiles.com
Your Account
Retrieve your PIN	Yes	Yes
Change your PIN	Yes	Yes
Check your account balance and latest transactions	Yes	Yes
View your mileage statement	Yes	Yes
Update your personal information and preferences	Yes	Yes
Renew and transfer miles	Yes	Yes
Donate your Asia Miles to charity	Yes	Yes
Claim missing Asia Miles for flying on Cathay Pacific and Dragonair	Yes	Yes
Download Missing Mileage Request Forms	Yes	Yes
Purchase Gift Miles	Yes	Yes
Exchange your miles (applicable only to Asia Miles members residing in the US or Canada)	Yes	Yes
Update your Redemption Group Nominees	Yes	Yes
View your registered promotions	Yes	Yes
Subscribe/unsubscribe to promotional updates	Yes	Yes
Redeem awards on Cathay Pacific via Online Booking	Yes	-
Make flight award requests on other airline partners	Yes	Yes
Redeem lifestyle awards	-	Yes
Other online services
Purchase tickets on Cathay Pacific and Dragonair	Yes	-
Subscribe to notiFLY Auto Messaging	Yes	-
Redeem exclusive inflight duty-free merchandise via Cathay Pacific's Duty-Free Preflight Order Service	Yes	-
Check in for Cathay Pacific flights as well as onward flights on other carriers	Yes	-

15. What are the benefits of joining The Marco Polo Club?

The Marco Polo Club offers a range of exclusive benefits to make your every journey with Cathay Pacific as pleasurable as possible. The more you fly, the more benefits you will enjoy as you advance towards a higher membership tier. Silver, Gold and Diamond members of The Marco Polo Club can also take advantage of added privileges when flying on all oneworld® alliance airlines. View the full range of Club benefits now.

16. How can I join The Marco Polo Club?

All individuals aged 18 years and above can become a member of The Marco Polo Club simply by enrolling online. A one-off enrolment fee of USD50 applies. Click here for further details.

17. How is The Marco Polo Club structured?

The Club has four different tier levels, which are based on travel frequency – Green, Silver, Gold and Diamond. The more you fly, the higher your tier and the more benefits you can enjoy. Membership upgrades and renewals will automatically be processed based on your travel activity within a membership year.

Membership tier	Club miles	Club sectors
Required for annual qualification
Diamond Gold Silver Green	120,000 60,000 30,000 -	80 40 20 4 (renewal)

18. When will I receive my Green membership card for the new membership year?

New membership cards will not be issued for renewal of a Green tier membership. You can simply continue to use your existing card until you have reached a higher tier. For other membership tiers, you should receive the renewal pack by the end of your current membership if you qualify for the next year.

19. How can I access the member's area or Cathay Pacific's online services?

Simply log on to the member's area of www.cathaypacific.com or www.dragonair.com with your membership number or username and PIN to manage your account and arrange your travel activities with ease. You can instantly enjoy the convenience of Online Booking, Online Check-in, notiFLY Messaging, Manage My Booking and more.

20. Why should I fill in "Contact Information" or "More About You" in my Marco Polo Club membership profile?

Completing your membership profile will help expedite all of your booking and check-in processes. In addition, by filling out your travel and promotion preferences, you can receive news and services via "Account Summary" and our fortnightly “News and Offers.”

21. How do I update my membership details?

To make changes to your membership profile, simply click "Update Your Personal Details" under "Update Your Profile" on the left navigation bar of "Your Marco Polo Club Account," then update your information accordingly.

22. Will my Marco Polo Club Account show the latest Club or Asia Miles update?

Yes, you can keep in touch with our latest news or information, simply by clicking “Latest News” on the left navigation bar of “Your Marco Polo Club Account.”

23. Will promotions and offers be available on my Marco Polo Club Account?

Yes, you can access our special promotions and offers by simply clicking “Offers” on the left navigation bar of “Your Marco Polo Club Account.”

24. When will my Asia Miles expire?

Asia Miles are valid for three years from the month mileage is credited. Simply click "When do your miles expire?" in the Asia Miles Summary Box on “Your Marco Polo Club Account” to instantly view the specific expiry dates for all of your Asia Miles.

25. Is The Club magazine published online?

Yes, you can download the latest issue of The Club magazine under the "Downloads" section on the left navigation bar of "Your Marco Polo Club Account."

26. What is the difference between Club miles and Club sectors?

Club miles and Club sectors are the fairest way to calculate your eligibility to top-tier status of The Marco Polo Club. They are automatically tracked for every qualifying flight. Either Club miles or Club sectors count towards renewal or upgrade, but not a combination of the two.

When you fly in eligible fare classes with Cathay Pacific or Dragonair	You can earn Club miles and Club sectors (% of actual miles/sectors flown)
First Class F, A	150%/1.5
Business Class C, J, D, I	125%/1.25

Premium Economy Class W, R	110%/1.1
Economy Class Y, B, H, K, M, L, V	100%/1

NB: Terms and conditions apply.

27. Where can I find my Marco Polo club account balance?

Simply log on to your Marco Polo Club account using your membership number or username and PIN to view the Club miles accumulated in the “Membership Details” section. You can then view your airline and non-airline transactions over the past 24 months under the “Latest Transactions.” Members who have a mobile device with data access functionality and a web browser can also check their Club miles through our Cathay Pacific mobile site “m.cathaypacific.com”. Simply click here to find out more.

Members can also keep track of their Club miles and current transactions at the Self Check-In Kiosk at the airport. Simply click here for more information.

28. How can I calculate how many Asia Miles I will earn from my flight itinerary?

Simply log on to the member's area, and then select "Mileage Calculators" on the left navigation bar of "Your Marco Polo Club Account." You can immediately calculate the number of Asia Miles you would earn by using the “Airline Earn Calculator” or “Non-Airline Earn Calculator,” or the amount required for flight awards to worldwide destinations by using the “Flight Award Calculator.”

29. How do I claim the Asia Miles that I have earned but have not yet been reflected in my account?

If any Asia Miles you have earned does not appear in your account seven days after flying with Cathay Pacific or Dragonair, or six weeks for other airline and non-airline partners, simply select "Claim Missing Airline Miles" or "Claim Missing Non-Airline Miles" under the "Manage Your Miles" section on the left navigation bar of “Your Marco Polo Club Account” to request these Asia Miles credits.

30. Why didn't I earn any Asia Miles or Club miles on air travel?

There are many factors that can result in miles not being credited to your account, such as name mismatches, membership number mismatches, ineligible fares and system irregularities, to name a few. Please refer to the “Airline Partners” section for eligibility.

To avoid missing out on miles due to name irregularities, please make sure that the names on your passport, ticket and membership profile all exactly match each other.

31. Can anyone else view my personal information and transactions?

All transactions and personal information held in this website are safely protected according to our Privacy Policy. We use Secure Socket Layer (SSL) protocol − an industry standard for encryption over the Internet, to protect your data. We also recommend that you safeguard your PIN at all times in order to protect your personal information.

32. What is a membership period?

Your membership period is a 12-month membership year as displayed in the "Membership Details" section of "Your Marco Polo Club Account." It is based on your date of enrolment, as well as any upgrade or downgrade into The Marco Polo Club. Please note that Club miles and Club sectors will be reset to zero upon membership renewal, upgrade or downgrade.

33. What does "Total Club miles/sectors since joining" mean?

This is the total number of accumulated Club miles or Club sectors you have earned since becoming a member of The Marco Polo Club. This number is a running total and does not reflect deducted miles that have been used for membership upgrade/renewal or miles that have expired.

34. Is it necessary for me to log on again after leaving the member's area without logging out?

No. Simply click on "Your Account" in the login area located on the top of every page, or select "Your Marco Polo Club Account" under "Frequent Flyers" on the left navigation bar to visit the member's area again within 30 minutes. You are advised to log out when leaving our website to prevent others from obtaining your personal information.

35. Is it necessary for me to log on again for other online services at cathaypacific.com?

Simply log on to the member's area once for instant access to all our online services. Click on the respective links on the left navigation bar to select the services that you would like to use.

36. What is oneworld?

oneworld is a global alliance that brings together the world's leading and biggest airlines – airberlin, American Airlines, British Airways, Cathay Pacific, Finnair, Iberia, Japan Airlines, LAN, Malaysia Airlines, Qantas, Royal Jordanian and S7 Airlines. All committed to providing world-class service and value to our Marco Polo Club members. As a Silver, Gold and Diamond member, you can enjoy a range of special privileges no matter which oneworld alliance airline you choose to fly with, and your tier will be recognised by special coloured symbols on your membership card – Ruby, Sapphire, and Emerald respectively.

Club Membership Status	Corresponding oneworld Status
Diamond	Emerald
Gold	Sapphire
Silver	Ruby

37. What is the difference between The Marco Polo Club, Asia Miles and oneworld?

The Marco Polo Club is Cathay Pacific and Dragonair's official loyalty programme, rewarding frequent flyers with special privileges and recognition, whereas Asia Miles is an unaffiliated travel reward programme, which rewards frequent flying and spending through participating partners – of which Cathay Pacific is one of the 22 airline partners in the Asia Miles programme and uses Asia Miles as a reward currency to give its frequent flyers the option of enjoying Flights and other Lifestyle Awards. oneworld is a global airline alliance featuring Cathay Pacific and eleven other world's leading airlines.

38. What is the difference between The Marco Polo Club and Asia Miles?

The Marco Polo Club is Cathay Pacific and Dragonair’s official loyalty programme. Asia Miles is an unaffiliated travel reward programme comprising of a variety of airline and hotel partners, as well as credit and charge card companies, car rental agencies, telecommunications companies, and other non-air partners. Members of The Marco Polo Club are automatically enrolled as Asia Miles members. For more information on the structure of The Marco Polo Club as well as our various tier privileges, please click here.

39. Can I earn and redeem Club miles/ Club sectors when flying with Cathay Pacific if I have signed up with another frequent flyer programme?

Yes, we participate in some of the world's most popular frequent flyer programmes – check out our Partner Frequent Flyer Programmes to see if you belong to any of them. Whenever you travel with any of the oneworld alliance airlines on qualifying flights, you can earn Club miles and Club sectors that contribute to your tier status. Click here for more details.

40. Is there an annual fee or renewal fee for The Marco Polo Club membership?

When you enrol into The Marco Polo Club, a one-off joining fee of USD50 is applicable. You do not need to pay an annual fee or a renewal fee to maintain your membership. For more information regarding the membership tier renewal criteria, click here for more details.

41. How can I waive the joining fee?

If you are a principal cardholder of any Cathay Pacific Co-branded Credit or Charge Cards, you can enjoy the USD50 enrolment fee waiver for direct entry into The Marco Polo Club at Green tier level.

42. Can my joining fee be refunded?

No. We regret that once the membership application process is complete the joining fee cannot be refunded.

43. What is the difference between Club miles and Asia Miles?

Club miles determine whether your Club membership will be renewed, and if so, at what tier. Upon renewal, all Club miles are reset to zero and a new period of Club mileage then commences. Asia Miles are the currency for flight or lifestyle award redemptions and are valid for three years.

44. Can I transfer my Asia Miles to Club miles to renew/upgrade my Marco Polo Club membership tier?

No, Asia Miles cannot be transferred to Club miles, or vice versa. It is because Asia Miles is an unaffiliated travel award for which the currency is for flight or lifestyle award redemptions, and are valid for three years; whereas The Marco Polo Club is Cathay Pacific’s official loyalty programme, its Club miles will be reset to zero upon membership renewal, upgrade and downgrade.

45. What happens to the Asia Miles I’ve earned if I want to join The Marco Polo Club?

Once enrolled as a member of The Marco Polo Club, your existing Asia Miles will remain in your Club account until expiration.

46. Will my Marco Polo Club membership account be automatically terminated?

A Green tier membership account, which has not recorded any activity for a period of 36 months, will be suspended and closed without notice once all remaining Mileage Credits have expired. An enrolment fee of USD50 applies to re-activate your Green membership account or to retain your Asia Miles membership free of charge.

47. Why have my Club miles and Club sectors been reset to zero?

The Marco Polo Club Loyalty programme runs on an annual membership renewal basis. Club miles and Club sectors earned in your account are reset to zero either upon annual renewal or when you qualify for a tier upgrade. Once this has been achieved, the Club miles in your previous membership period will be removed.

48. How do I change my Redemption Group?

You can change your redemption group simply by logging on with your membership number or username and current PIN to the member’s area at www.cathaypacific.com and clicking “Update Your Profile” section on the left navigation bar of "Your Marco Polo Club Account,” then select “Change Your Redemption Group.” You can nominate up to five individuals as your Redemption Group. A service fee (online: USD90; other channels: USD160) will be charged for every change of nomination on deletion, or for exceeding five nominees.

49. How can I renew my Asia Miles before they expire, and how long does it take?

You can renew your Asia Miles simply by logging on with your membership number or username and current PIN to the member’s area at www.cathaypacific.com and clicking “Manage Your Miles” section on the left navigation bar of “Your Marco Polo Club Account.” Your request will be processed immediately upon successful payment of the required service fee through your credit or charge card. You can then review your latest balance and account activities under the “Latest Transaction” section.

50. Can I earn Club miles or Club sectors for those flights taken prior to my Marco Polo Club enrolment date?

Club miles and Club sectors can only be earned when you are enrolled as member of The Marco Polo Club and start your membership. For further details please log on to The Marco Polo Club.

51. I know that I can convert my loyalty points from different hotels into Asia Miles, however do miles earned this way also count as Club miles too?

No. While Asia Miles are earned both by flying with Asia Miles partner airlines and spending with non-air partners, Club miles can only be earned by flying with Cathay Pacific, Dragonair or any other oneworld alliance airline.

52. How secure are my transactions and personal information on cathaypacific.com?

All transactions and personal information on this website are safely protected according to our Privacy Policy. We use Secure Socket Layer (SSL) protocol − an industry standard for encryption over the Internet, to protect your data. We also recommend that you safeguard your PIN at all times in order to protect your personal information. For more details about our Privacy Policy, please click here.

53. How is my privacy protected?

All information is managed in accordance with the Hong Kong Personal Data (Privacy) Ordinance and our Privacy Policy. Information may be passed to supplier and partner organisations to facilitate communication of news and other information to members. You have the right not to receive such communications from The Marco Polo Club, Asia Miles, Cathay Pacific or other partner organisations. To select the type of communications you would like to receive, please click here.

54. What information do you collect and how do you use it?

Your personal data is required for the operation of our programme. This includes mileage tracking and management and issuing award tickets. Personal data may also be used for ongoing research, programme development and to communicate news and information to members. For more details about our Privacy Policy, please click here.

55. Does The Marco Polo Club share my data with third parties for marketing promotions etc?

Our Privacy Policy is available on The Marco Polo Club application form and website. It states that we will only share your data if you choose to receive promotional notifications from The Marco Polo Club, Asia Miles, Cathay Pacific or partner organisations. If you do so, basic contact details may be passed to suppliers and partners so that you can receive news, offers and other relevant information.

56. I don’t want The Marco Polo Club to share my data/personal details/membership information with any third party. How can I ensure this?

To ensure you do not receive any third party communications, please select the type of communications you would like to receive: the latest promotional offers and administrative news, or administrative news only. For more details, please click here.

57. I just applied for a Cathay Pacific Credit Card/Asia Miles co-branded credit card. Am I automatically enrolled in The Marco Polo Club?

No, you will need to enrol online.

58. Can the American Express® Cathay Pacific Credit Card be used in place of my Marco Polo Club membership card?

No, the co-branded card can only be used as a credit card. It does not replace your Marco Polo Club membership card.

59. Can the RBC Cathay Pacific Visa Platinum Card be used in place of my Marco Polo Club membership card?

No, the co-branded card can only be used as a credit card. It does not replace your Marco Polo Club membership card.