Frequently Asked Questions


A1. You need to register yourself on the portal. Registration is a very simple, two-step process:

Step 1: Visit www.eismartmiles.ae, click on 'Activate' and enter your loyalty account number, Date of Birth and Name on your credit card

Step 2: Activate your account by setting up your login id and password. We recommend that you take a few minutes to browse the portal to discover the power of EI SmartMiles.

A2. No, you need to separately register yourself at EI SmartMiles portal through the process described above.

A3. Yes, the registration/log-in process on EI SmartMiles Miles website is independent of your access to EI's online banking.

A4. It is mandatory to provide your email address and mobile number during the booking process. This helps us to authenticate you and send you the relevant communications including your itinerary/ receipts of your booking. We communicate the same to the airline, hotels or the respective service providers should they need to get in touch with you, in case of unforeseen circumstances (for instance: rescheduling of flight or cancellation etc.).

A5. You can start redeeming your EI SmartMiles as soon as they get credited to your account. You don't need to have any minimum EI SmartMiles to start redeeming.

A6. You can view your EI SmartMiles account summary in the My Account section or on the Profile tab on the 'EI SmartMiles' website.

A7. You can redeem your EI SmartMiles at more than 300 airlines and more than 180,000 hotels worldwide. Besides, you can redeem the EI SmartMiles to book Marhaba services, Visa assistance, sports experience, holiday packages, etc.

A8. There are no redemption charges for EI SmartMiles.

A9. Yes, you can redeem your EI SmartMiles for family members and friends.

A10. The portal generates e-Receipt and e-Ticket and sends the same to your registered email-id. This will also be available in the My Redemption tab. You may click on the same for viewing or you may choose to email the receipt to your email id. You can also call EI contact center on +971 600 599 995 in case you do not receive the e-Ticket within 24 hours of booking / redemption.

A11. If a confirmation page doesn 't display once you complete your booking, please check for a confirmation under the Redemption section. In case EI SmartMiles have been deducted and you cannot see the purchased product, kindly call us on +971 600 599 995 and we will be happy to resolve.

A12. Yes, you can book one infant per adult on EI SmartMiles. As per airline rules, the age of the infant must be below 24 months as on the date of travel. Please make sure that you carry valid proof-of-age document at the time of check-in. The infant is not awarded a seat on the flight and they have to travel with the accompanying adult.

A13. A maximum of 9 seats can be booked at one time. If you need to book for more than 9 travelers, you will have to re-start the booking process for the additional travelers. Airlines rules apply.

A14. Due to the dynamic nature of airline fares, it may happen that when you confirm the booking after entering passengers details, the seats at your selected fare are sold out leading to increased fare. In case the fare has gone up, you may modify the search and select a cheaper flight.

A15. EI SmartMiles does not offer a pre-seating option. However, you can do web check-in for your flights through the airline portal and select your seats before you travel.

A16 .You can check-in in three ways.

  1. Some of the airlines provide a web check-in facility, where you can select your seat and print your boarding pass online. If you use this facility, you will have to approach the check-in counter to drop your baggage.
  2. You can also check-in using Tele check-in service provided by some of the airlines. In such cases, you will have to present your ticket and ID proof at Airline check-in counter for issuance of boarding card and for baggage drop.
  3. Alternatively, you can check-in physically at the airport counters of the airline by presenting your ticket and ID proof.

A17. Please note that airline restrictions on baggage apply to both checked-in bags as well as cabin baggage. Kindly contact the airline directly or visit their website for accurate details regarding baggage limit.

A18. We do not allow child below 12 years to be booked individually. Please contact your airline to create the booking of child directly with them.

A19. Just login to your account and visit the My Redemption tab. The redemption tab contains your past redemptions. Just click on the relevant link to view your ticket.

A20. No, EI SmartMiles website does not support this feature. Please contact the airline directly.

A21. Please call the number (04-3166579) printed on your redemption receipt (eTicket) to make required amendments - date and time change or upgrade or any other change. Please note that, the airline may charge a fee to amend the tickets. In case of cancellation, we cannot refund the EI SmartMiles already redeemed.

A22. Most hotels allow additional guests to stay in a room for an extra charge as long as the room doesn't exceed the maximum number of guests allowed per room. You can directly check with your hotel and they will help you with the request, which is subject to the terms and conditions of the hotel.

A23. When making your booking, select the number of children traveling with you from the 'Children' drop-down box. If you select just 1 child, our search will give you the price of a double room with child, not including an extra bed. If you want an extra bed in the room, you need to increase the number of guests in your search or contact the hotel when you are travelling. It is subject to the terms & conditions of the hotel.

A24. Please book your room and contact the hotel at the number mentioned on your e-reservation receipt. Please note that your requests are subject to the terms and conditions of the hotel.

A25. The time it takes for a hotel to get your booking information varies by specific hotel and arrival date. In most cases the hotel should receive the reservation information within 12 hours of the time you made your booking (except for nights and weekends when the hotel's reservation department is closed). Please note that this does not apply to bookings made for the same day.

A26. Typically, the hotel check-in time is after 2:00 pm (local time). Please check with your specific hotel for its exact check-in time.

A27. Please check the details with your specific hotel for confirmation. It subject to the hotel terms & conditions.

A28. Please check the details with your specific hotel for confirmation. It subject to the hotel terms & conditions.

A29. Please log in to your EI SmartMiles Account and visit the My Redemption page. You should be able to see the link depicting your hotel booking. Just click on this link and you can view your receipt.

A30. Your booking cannot be cancelled and the miles and booking amount is non-refundable

A31. Please refer through the hotel's booking policy mentioned on the booking page and in the printed e-reservation slip, while making the reservation. Please keep in mind that irrespective of what the hotel's booking policy says, you cannot cancel your booking.

A32. EI SmartMiles for cancelled bookings are non-refundable. We recommend you check your booking selection prior to any redemption

A33. EI SmartMiles can also be redeemed for various vouchers, conversion to Frequent Flyer points of Airlines such as Etihad Guest, Jet Privilege. and for purchasing products through an online shop. The vouchers are available across Dining, Electronics, Health and Fitness, Jewelry, Apparel etc.

A34. The steps to redeem your EI SmartMiles are as follows:

  1. Login to your EI SmartMiles account.
  2. Choose a redemption category
  3. Follow the instruction stipulated for each of the redemption categories.
  4. The redemption history is made available for use under the my account page.

A35. All the conditions pertaining to voucher are clearly mentioned on the voucher. The voucher also carries the number of the merchant where any query with regards to the voucher could be made.

A36. In case if you would like to purchase an item from a merchant, which is valued more than the actual voucher value, you can do so by paying the balance amount through your Emirates Islamic Flex Card, Flex Elite Card, Emarati Card or Business Card. In case if the purchase value is lesser, you will not be entitled for any refund on the voucher value.

A37. Vouchers can be reprinted by accessing the 'My redemption' tab.

A38. No, EI SmartMiles can only be exchanged for Etihad Guest and JetPrivilege miles using below steps

The steps to redeem your EI SmartMiles can be summed up in these steps:

  1. Login to your EI SmartMiles account.
  2. Click on the Miles Exchange category tab.
  3. Follow the process stipulated for each of the redemption categories.
Airline EI SmartMiles FFP Miles Card Type
Etihad 7,500 2500 Emarati Card
Etihad 10,000 2500 Flex, Flex Elite & Business Credit Card
Jet 20,000 4000 All Emirates Islamic Credit Cards

Miles exchange request for Etihad Guest can be redeemed in multiples of 7500 EI SmartMiles or 10000 EI SmartMiles (As applicable)
Miles Exchange request for Jet Privilege can be redeemed in multiples of 20,000 EI SmartMiles

Please note: miles exchange will take 5 working days

A39. The world of EI SmartMiles opens up the first of its kind redemption benefit for its customers. With your EI SmartMiles you can decide and pay for your next transaction on your EI Credit Card

A40. The steps to pay for your next transaction through your EI SmartMiles can be summarized as follows

  1. Login to your EI SmartMiles account from your laptop, mobile or tablet
  2. Go to the Instant Purchase tab
  3. Enable the option to pay for your next purchase by clicking either 'Complete Payment' or 'Part Payment'
  4. Chose the amount of EI SmartMiles you would like to redeem against the transaction if you have chosen part payment
  5. Submit the redemption request

After the selection, the first transaction recorded from the request time will be tracked for EI SmartMiles redemption. The payment will be effected as a credit to your credit card account within five days from the transaction date. In case the transaction value is more than the value in AED of the available EI SmartMiles, only part credit will be done (to the AED value of the EI SmartMiles available).

For Ex- if the transaction value is AED 500 and the value of available EI SmartMiles is AED 350, in that case AED 350 will be credited to the credit card account.

A41. The Instant Purchase functionality is available for online stores as well as face-to-face purchases in store.

A44. There is no restriction, however you need to have enough EI SmartMiles balance or pay the difference with your Flex, Flex Elite or Emarati Card.

A45. Simply visit EI Smart Miles on the Google Play Store and Emirates Islamic Smart Miles on the Apple App store to download the application on your mobile phone.

A46. The transaction recorded first after the submission request will become eligible for redemption. This transaction could be on primary card or supplementary card.

A47. As a new Flex, Emarati and Flex Elite Credit Card customer, you become eligible for the Joining Bonus EI SmartMiles on payment of the annual fee and the first usage /retail transaction on the card (10,000, 25,000,75000 respectively.) It will be credited to your rewards account.

A49. You can apply for a credit card in the nearest branch, to locate a branch please visit. www.emiratesislamic.ae

A50. Please visit the link for more details. www.emiratesislamic.ae or contact our call center 600 599995

A51. Please call the call center on 600 599995
Incase customer is calling from overseas/ while traveling
International Number +971 600599995

A53. Please call our call center on +971 600 599 995 or visit us at your nearest Emirates Islamic branch.