Frequently Asked Questions


General FAQ's about the EI SmartMiles Portal


Q1. How do I login to the EI SmartMiles portal?
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.


Q2. Can I use my EI Online banking credentials to transact on EI SmartMiles website?
A2. No, you need to separately register yourself at EI SmartMiles portal through the process described above.


Q3. Do I need to register/log-in separately on EI SmartMiles website?
A3. Yes, the registration/log-in process on EI SmartMiles Miles website is independent of your access to EI's online banking.


Q4. Is my e-mail address required for my EI SmartMiles account?
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.).


Q5. When can I start redeeming my EI SmartMiles?
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.


Q6. Where can I find my EI SmartMiles Summary?
A6. You can view your EI SmartMiles account summary in the My Account section or on the Profile tab on the 'EI SmartMiles' website.


Air Travel

Q7. Which all airlines and hotels, I can redeem my EI SmartMiles?
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.


Q8. Do I have to pay anything for booking the redemption tickets and hotel bookings?
A8. There are no redemption charges for EI SmartMiles.


Q9. Can I redeem my EI SmartMiles for ticket and hotel booking for my family or friends?
A9. Yes, you can redeem your EI SmartMiles for family members and friends.


Q10. How do I know my airline or hotel booking or product purchase was confirmed?
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.


Q11. What if I don't get a confirmation at the time of booking?
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 99 and we will be happy to resolve.


Q12. Can I book tickets for infants on EI SmartMiles?
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.


Q13. What is the maximum number of seats I can book?
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.


Q14. I did a search for flight tickets and selected my flight. However, after providing the passenger details, I see that the fares have increased. Why?
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.


Q15. How do I confirm my seat assignments?
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.


Q16. How do I get a boarding pass for an e-ticket?
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.


Q17. How do I find out my baggage limit?
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.


Q18. I've booked my tickets but need to add my child's tickets to my booking. How do I do it?
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.


Q19. How do I print my ticket?
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.


Q20. Can I book a special request like meal, wheel chairs through EI SmartMiles?
A20. No, EI SmartMiles website does not support this feature. Please contact the airline directly.


Q21. How do I change a flight reservation?
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.


Hotel Reservation

Q22. Can more than two adults stay in one room?
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.


Q23. Our children will be traveling with us - do they stay for free?
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.


Q24. What if I need a specific type of hotel room (non-smoking, wheelchair friendly, etc.)?
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.


Q25. How long will it take for the hotel to get my booking information?
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.


Q26. What is my hotel's check-in time?
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.


Q27. Will the hotel hold my room if I'm arriving late?
A27. Please check the details with your specific hotel for confirmation. It subject to the hotel terms & conditions.


Q28. What if I'm going to arrive early?
A28. Please check the details with your specific hotel for confirmation. It subject to the hotel terms & conditions.


Q29. How do I get a receipt or invoice for my hotel booking?
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.


Q30. How do I cancel my hotel booking?
A30. Your booking cannot be cancelled and the miles and booking amount is non-refundable


Q31. By when do I need to amend my hotel booking?
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.


Q32. How will I get my EI SmartMiles back after cancelling a hotel / air booking?
A32. EI SmartMiles for cancelled bookings are non-refundable. We recommend you check your booking selection prior to any redemption


Online Marketplace Redemption

Q33. Apart from Flight and Hotel what can I redeem My EI SmartMiles for?
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.


Q34. How do I redeem my EI SmartMiles?
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.


Q35. How do I know the voucher conditions, validity and whom do I reach if I have a query?
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.


Q36. Can my purchase value at the merchant be more or less than the voucher value?
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.


Q37: How can I access my voucher if I lose the voucher email?
A 37: Vouchers can be reprinted by accessing the ?My redemption? tab.


Q38.Can I redeem my EI SmartMiles for conversion to any airlines ?frequent flyer program?
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


T&C apply.

Instant Purchase through your EI SmartMiles

Q39. What more can I do with my available balance of EI SmartMiles?
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


Q40. How do I select this redemption option?
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.


Q.41 Where can I use the ?Instant Purchase? Option?
A41: The Instant Purchase functionality is available for online stores as well as face-to-face purchases in store.


Q42. Do I need to disable the option if I no longer want to redeem for my instant purchase?
A42: Yes, you will have to login again and disable the option for Instant Purchase redemption.


Q43. Do I need to enable the Instant Purchase option every time I want to redeem for my next purchase, ex. I want to make multiple purchases?
A4. Yes, you will have to login for each purchase and select the Instant Purchase option.


Q44. Can I do complete and/or partial redemption for the Instant Purchase option?
A44. Yes, both options are available.


Q45. Is there any restriction on the amount I want to redeem against?
A45. There is no restriction, however you need to have enough EI SmartMiles balance or pay the difference with your Flex Card or Business Card.


Q46. What are the steps to download instant purchase on my mobile?
A46. Please open www.eismartmiles.ae on your mobile browser Click on the About EI Smart Miles or Instant Purchase tab Click on Mobile Download button

Post new browser opening:


Q47. What happens in case a transaction is done on my supplementary card between me making the redemption request and my next transaction?
A47. The transaction recorded first after the submission request will become eligible for redemption. This transaction could be on primary card or supplementary card.


Q48. When do I get the Joining Bonus EI SmartMiles?
A48. 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.


General FAQ's about the EI Cards

Q49. What are the various types of credit cards from EI?
A49: Please visit the link for more details. www.emiratesislamic.ae


Q50. How can I obtain an EI credit card?
A50: You can apply for a credit card in the nearest branch, to locate a branch please visit. www.emiratesislamic.ae


Q51. Who can apply for the EI credit card?
A51: Please visit the link for more details. www.emiratesislamic.ae or contact our call center 600 599995


Q52. What is the process for activating my EI credit card?
A52. Please call the call center on 600 599995
Incase customer is calling from overseas/ while traveling
International Number +971 600599995


Q53. Where can I find the fees and charges for the EI credit card?
A53. Please visit www.emiratesislamic.ae for more details.


Q54. Who do I contact if I have a question regarding the EI credit card?
A54. Please call our call center or visit us at your nearest branch for more details.


Q55. How can I know all the benefits of my EI credit card?
A55. Please visit the link for more details. www.emiratesislamic.ae