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| faq / VoyageurREWARDS | ||||||||||||||||||
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| 1. | How do I access my company´s Dedicated online space? | ||
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You are just 3 clicks away from accessing and managing your new online account
Click here or go to Business services > VoyageurREWARDS™ > Dedicated online space. Then you will need your 5 digit SME account number and password to log on. |
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| 2. | I lost my password? What should I do? | ||
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You can easily ask for a new one by clicking here or go to Business services > VoyageurREWARDS™ > Dedicated online space > Request your password. Just answer a few simple questions and a new password will be sent to you automatically via email. |
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| 3. | How can I change my Company’s profile? | ||
| Click here or go to your Company’s Dedicated online space (Business services > VoyageurREWARDS™ > Dedicated online space), and click Update your contact information. Keep your account profile up-to-date and don’t miss any great new VoyageurREWARDS™ promotional offers. |
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| 4. | Who can enjoy awards? | ||
| Any employee of your company can enjoy awards. Please note that airline award tickets are neither changeable nor transferable. |
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| 5. | What sort of awards does the program offer? | ||
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VoyageurREWARDS™ proposes 3 types of awards: - One-way or round-trip tickets to any Air France destinations : you can redeem award tickets throughout the Air France worldwide network in all classes of service. Your VoyageurREWARDS Points can take you from Paris to Nice in Economy Class or from Montreal to Mumbai in First Class. Your loyalty is rewarded with a wide array of ticket choices. - Upgrades (access to a higher booking class) : you can also use your Points for one-way or round-trip upgrades. Enjoy an upgrade to Business or First Class when you’re traveling between a Canadian gateway and Europe, Africa, Asia or a Middle East destination. - Excess baggage allowances are available from and to Canada (round trip or one-way). |
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| 6. | Does the program offer excess baggage allowance? | ||
| Yes, there are now extra baggage allowance awards in addition to upgrade awards. |
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| 7. | Can I combine VoyageurREWARDS™ Points with Flying Blue Miles for an award? | ||
| No, the two programs can not be combined. |
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| 8. | How do I redeem an award? | ||
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Click here or go to your Company’s Dedicated online space (Business services > VoyageurREWARDS™ > Dedicated online space) and click Request a reward. You will have 3 options: book an award ticket, book a ticket upgrade or reserve an excess baggage allowance. Book an award ticket takes you to the automated VoyageurREWARDS™ booking tool. Check availability and then "click and buy" the award of your choice, according to your available Point balance. If your travel plans are flexible, click “Anytime” for the cheapest award in the desired class. You can book award tickets up to 2 days prior to the departure date. Award tickets can be booked on any Air France operated flights that are e-ticket eligible.The ticket as well as all taxes and surcharges are paid in Points and your account is debited automatically. Book a ticket upgrade: Fill in your request according to the following conditions. The form is available in your Dedicated online space on the secure website. Upgrades are valid worldwide but must originate or terminate from a Canadian gateway, can be on a one-way or round-trip basis, and are valid exclusively on Air France operating flights. To request an award upgrade, you must first book your seat (in Y,B, K classes to upgrade to Affaires/ Business Class and in J, C or D classes to upgrade to Première/ First Class) then you need to send us your request using the appropriate form. As soon as we receive your request, we will call you with flight availability and the amount of Points needed for the upgrade. Allow 5 business days to process the request. Reserve an excess baggage allowance: Award excess baggage allowances are available only from and to Canada (round-trip or one-way). You must use the appropriate form posted on the secure website, and enter your reservation file number so we can determine the allowance you are entitled to. In the Number of Kilos section, you will enter the number of additional bags and their weight. We will contact you to confirm your itinerary, how much excess baggage you wiill carry and to determine the value of your Award Excess Baggage Allowance. Allow 5 business days to process requests. |
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| 9. | How will the Points be credited when I book my ticket ? | ||
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- If you have a travel agent : They have to use the correct booking instructions (refer to question 21). Entering your VoyageurREWARDS™ account number (SMEXXXXX) and ticket number into all your Air France bookings will ensure an automatic point credit. The VoyageurREWARDS™ account number and ticket number are not required at the time of booking, but must be entered into the booking before flight departure for automatic point credit. - If you buy your own tickets on www.airfrance.ca: enter your VoyageurREWARDS™ account number (SMEXXXXX) when booking. Your account will be credited automatically. |
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| 10. | Once I have redeemed a reward, can I modify the flights and dates or change the route? | ||
| Changes are permitted before departure only and according to the fare type of your award. To check if your award can be modified and for all other conditions, go to Business services > VoyageurREWARDS™ > Use your Points > Conditions for modifying Reward tickets (consult chart). |
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| 11. | Can I cancel an award and get my Points recredited? | ||
| No, once an award is redeemed, Points cannot be re-deposited. |
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| 12. | What is the validity of an award ticket? | ||
| An award ticket is valid one year from the date of issue. |
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| 13. | How many points are required for an award upgrade? | ||
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The value of an award upgrade is based on the booking class of your ticket, and the availability on the flights of your journey. The eligible booking classes for an upgrade are : - Y,B, K classes to upgrade to Affaires/Business Class - J, C or D classes to upgrade to Première/ First class |
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| 14. | How many points are required for an excess baggage allowance award? | ||
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For departures from Canada, baggage allowances are based on the number of bags (Piece Concept) depending on the class of service. The Piece Concept allows 2 baggage items of a maximum of 23kg each, for a Voyageur cabin trip and a maximum of 32 kg each for a trip in Affaires/Business Class or Première /First Class. The award value is therefore determined on the basis of the trip taken. |
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| 15. | Where can we find the Points schedule? | ||
| You will find the Points schedule in Business services > VoyageurREWARDS™ > Earn Points > Points schedule. |
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| 16. | How long are my Points valid? | ||
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Your Points are valid for at least 2 full calendar years and up to 2 years and 11 months. For example Points earned in June 2008 are valid for 2 years and 7 months through December 2010. Points earned in January 2009 are valid through December 2011 or for 2 years and 11 months. |
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| 17. | My colleagues and I traveled last week but my account hasn’t been credited. Why? And what should I do? | ||
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Unlike frequent flyer programs, your VoyageurREWARDS™ account does not credit flights in “real time.” Your VoyageurREWARDS™ account is updated at the end of each month and reflects all flight activity from the previous month as well as all activity prior to that. For example, if you flew during the middle of May 2008, those flights will not appear in your account until the end of June 2008. Check your account at the end of each month for the updated Point balance. If 2 months after your flight, the points do not appear on your online statement, submit your request by clicking here or by going to Business services > VoyageurREWARDS™ > Dedicated online space > Claim your missing Points. |
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| 18. | My travel agent forgot to enter my company’s trips last month. What should I do? | ||
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Get a copy of the missing ticket numbers from your travel agent and have your Program Administrator go to your Company’s Dedicated online space (Business services > VoyageurREWARDS™ ) and click Claim your missing Points to enter the missing ticket numbers. You can ask for your account to be updated within 6 months following your flight (but not prior to your company's enrollment date to the program) |
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| 19. | Who can join the program? | ||
| Any company that does not have a contract with Air France and resides in Canada can benefit from VoyageurREWARDS™ |
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| 20. | Does my company have to make a minimum of travels in order to join VoyageurREWARDS™? | ||
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No, there is no minimum number of travels imposed. In addition, registration is completely free. Your Points are valid for up to 2 years and 11 months, depending on the date when they are credited to your account. |
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| 21. | My travel agent doesn’t know how to enter my VoyageurREWARDS™ account number into my reservation. | ||
| The formats that your travel agent should use in the reservation file can be found in Business services > VoyageurREWARDS™ > Dedicated online space > If you are a Travel Agent. |
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| 22. | Is there a dedicated helpdesk phone number as it was with the Atmosphair program? | ||
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No, since February 19, 2008, with the launching of the new program VoyageurREWARDS™ there is no helpdesk phone number. However, there is an online helpdesk. Go to Business services > VoyageurREWARDS™ > Dedicated online space (VoyageurREWARDS™ specific forms and email address). You will have an answer as soon as possible. |
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| 23. | Additional questions? Comments? | ||
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Please email us at mail.vr.canada@airfrance.fr with your questions – we look forward in assisting you! Put VoyageurREWARDS™ to work for your Company today and thank you for your loyalty to Air France. |
