What's an e–ticket?

An e–ticket (electronic ticket) is a paperless electronic document with a unique confirmation number that neatly replaces the hassles of a paper ticket. When you purchase an e–ticket, we email it to you within (duration) of your booking. Simply print it out and bring it with you along with all other necessary travel documents requested by the airline – to the airline counter while checking in for your flight.

Can Infant tickets be booked on (add website URL)?

Yes, Infants under 2 years of age can travel through Pearl Rewards Programme. Make sure that the infant must be 24 months or below throughout the booked travel. If the infant is above 24 months during the return journey, the infant ticket will be cancelled which may cause booking of a separate ticket as per the child fare. Remember to carry valid age proof or birth proof documents of the infant. You can book no more than one infant per adult.

What is the maximum number of seats I can book?

A maximum of 9 seats can be booked at one time. If you need to book for more than 9 travellers, you will have to re–start the booking process for the additional travellers. Some airlines don't allow booking more than 4 passengers (adult + children) at one time, and thus please try to search for fewer passengers.

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?

The airline fares are dynamic in nature and are based on availability of the seats on the particular flight. Often, there are instances that the seats selected by you may get sold by the time you complete your booking. Therefore, to minimize the chances of booking failures, please check the availability of the seats before you proceed with the payment. If you find that the fare has increased at this step, you have the option of going ahead with the booking or refresh the search.

Can I get my seats assigned post my booking confirmation?

Pearl Rewards Programme doesn't do pre–seating. Some airlines will confirm your seat assignments, their rules for doing so vary. You need to call your airline directly to check whether you get to choose your seat.

How do I get a boarding pass for an e–ticket?

You can check-in in three ways.

• 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.
• 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.
• Alternatively, you can check-in physically at the airport counters of the airline by presenting your ticket and ID proof.

How do I find out my baggage limit?

Cabin and checked-in baggage limits vary from airline to airline. Some airlines have baggage weight restrictions and others have a specific number of pieces permitted. 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, as rules vary from time to time without prior notice.

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

You would need to contact your airline directly to book tickets for your child.

How do I print my ticket?

You can view all your upcoming and completed trips by selecting the ‘Manage Bookings’ section on the website. You can view/print your ticket by clicking on the Booking Reference number.

Can I book a specials like meal, wheel chairs through Pearl Rewards Programme?

Sorry, Pearl Rewards website currently does not support this feature. Please contact the airline directly. Also airlines require a minimum of 24 – 48 hours prior notification in case any special meal or service needs to be confirmed. All special requests are subject to confirmation from the airline and in some cases may be chargeable as per airline policy.

How do I cancel a flight reservation?

For bookings made on the Pearl Rewards website, no cancellations are allowed if done voluntarily, hence no points will be refunded back into your account. For any reasons not initiated by you, i.e. flights being grounded/cancelled/or any other unforeseen circumstances wherein you are denied travel, applicable points will be refunded back into your account. This again would be as per the discretion of Ahlibank.

What should I do in cases like - No Flight Results Shown / No Air Search results found / Your Request cannot be processed, please try again later?

To eliminate the error, clear your browser cache and temporary files (CLTR + H) and try the search again. If the error persists, it could be due to either of the two situations: we can't find flights for the specified route or the flights are not available on your specified date.

How can I enter my Frequent Flyer Program (FFP) number while booking the flight?

We do not have an option of entering the frequent flyer number at the time of booking flights. You can mention your frequent flyer number with the airline directly at the time of check-in.

I got a blank screen when I submitted the booking form, I got charged but never received e-ticket confirmation. What should I do?

We're really sorry for the inconvenience. Please don't worry. We'll call you within four hours and complete this booking offline. We suggest you do not attempt booking again as you may end up getting charged twice. If you are really in a hurry, call us on 44205222 and we'll help you to resolve this immediately.

How do I get the booking confirmation?

We will send you an email on your registered email address to confirm your flight booking.

Do I need to confirm my booking before I fly?

No, you do not have to. If you really want to, you can contact the airline directly.

I did not get the e-ticket number in the confirmation received from Pearl Rewards Programme?

We'll send your e-ticket/confirmation details to your registered email address.

I did not receive an e-mail confirmation. What do I do?

If you did not receive a confirmation e-mail from us, there is a possibility that an improper e-mail address was registered in our records or your Internet Service Provider blocked the e-mail as a ‘spam’ in which case we suggest you check the address and your spam folder. You can also contact the bank’s 24 hours contact centre on 44205222.

Do I have to show my e-ticket confirmation voucher at the check-in counter?

Yes, you have to show e-ticket confirmation voucher. Please carry a print copy of the e-ticket as it is important.

Do I have to pay anything extra at the airport?

Every airport has their set of charges and rules, therefore, the charges depend on the airport you're flying from.

I misspelled my name while booking, how can I correct it?

Allowing change of name requests entirely depends on the airline you're booked with. You can call us if your airline allows change of name requests. We can pass on your request. However, if the airline doesn't allow it, you'll have to cancel and re-book the ticket.

Can I book flights for friends and family using my account?

Yes, you can do the booking provided you have all the details belonging to the passengers you want to book for. Provide the details when you're asked to enter traveller details at the time of booking.

Can I do an online check-in?

This depends if the airline offers online check-in on its website. If yes, you may check-in online using your Airline Booking Reference number.

Flights - cancellation, amendments & refunds

How do I cancel my Flight Reservation?

Please call Ahlibank’s Contact centre at 44205222 to do the cancellation.

The flight I booked was cancelled by the airline, how do I get my points or money back?

You are entitled to a full refund if airline cancels the flight. First, we request you to cancel your booking online. Once you have done this, please send an email to support@giift.com along with your Trip ID. Please mention about your flight cancellation. After verification, we will make sure that you get a full refund.

What are cancellation and amendment charges?

Cancellation charges totally depend on the airline, sector, class of booking, and time of cancellation. You can check fare rules online, mentioned on the booking page for further details. You can always login to Pearl Rewards and check the details on trip pages.

Latest by when can I modify my flight tickets?

You can modify your flight tickets up to 48 hours before your flight's departure time. If it is later than that, you need to contact the airline directly for cancellation.

On cancellation, how do I receive my money back?

Your money will be directly credited to your bank account (same account through which booking was held). For example, if you used your credit card, we will make an appropriate charge reversal. If you used your debit card, we will credit the money back to the debit card. For Points Redemption booking there will be NO refunds of points.

How long does it take to process a refund?

We usually process the refund within 4 working days of cancellation. However, it may take slightly longer to reflect in your account statement, depending on the bank's regulations. Normally, it takes about 14 days for most refunds to hit their respective accounts.

It has been more than 15 days and I have not got my refund yet, what do I do?

We're extremely sorry for the delay. Do register your complaint with us at support@giift.com and we will get back to you very soon.

I made a booking on Pearl Rewards Programme and cancelled the booking directly with the airline. How can I claim my refund?

You can claim refund only if you intimate us immediately after cancellation. Depending on your bank, the refund process generally takes 4 to 15 days (from the day we find out about the cancellation). In cases such as no show or flight cancellation, the refund process can take more than three weeks.

Can more than 2 adults stay in one room?

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. If you have any doubts, please check directly with your hotel for their extra guest charges and the maximum number of people allowed in the room you've booked.

Will our Children get free stay?

Please specify the number of children accompanying you by selecting the number from the drop-down box. If any charges apply for the stay of children, you will be notified of the same during the search.

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

The request is subject to the Hotel's terms and conditions.

How do I know if my Booking with the Hotel was successful?

We will send you an Email confirmation along with the Hotel Confirmation Voucher.

Do I need to confirm my Booking with the Hotel?

No, you don't have to. You can also contact the hotel directly if you prefer. However, it may take up to 12 hours for the booking to reflect at the hotel.

What if I do not get the confirmation while booking or get a blank page on submission of the Booking form?

If a confirmation page doesn't display once you complete your booking, check your email for a confirmation. If you don't get an email confirmation within ten minutes, send an email to support@giift.com or by calling us at 44205222 and you will receive your confirmation details.

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

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.

What is my hotel's check–in time?

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

Will the Hotel hold my booking as I am arriving late?

Since your reservation is guaranteed with Prepaid Voucher, the hotel is obliged to hold your room until 7 AM, the day after your planned arrival date. But please check the same with your hotel.

What if I'm going to arrive early?

If you know you're going to arrive early at your hotel, call them in advance and check with the hotel if they will be able to accommodate you as it's subject to the terms and conditions of the hotel.

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

Log in to your Pearl Rewards Account with your registered QID and password. Once you successfully login, go to "Manage Bookings" to view all your upcoming and completed trips. You can view/print your receipt by clicking on Booking Reference Number.

How do I cancel my hotel booking?

Pearl Rewards Programme doesn't support cancellations to hotel bookings.

How will I get my points back after cancelling a hotel booking?

Pearl Rewards points for cancelled bookings are not refunded or credited back into the account.

How do I modify the Hotel Booking?

Pearl Rewards Programme doesn't support modifications to hotel bookings. You'll have to cancel your existing booking and make a new one.

Can I make a hotel booking for today’s check-in?

Sorry this is not possible. Hotel reservations have to be booked a minimum of 3 days in advance.

Do I get an immediate booking confirmation?

Once car redemption is made, the confirmation is not immediate. It takes a minimum of 24-72 hours for a confirmation. At times when your booking is not confirmed, the points will be refunded back into your account and you can repeat your attempt to book online.

Can I change my booking?

Once the car booking is done, the existing booking cannot be amended.

Can I cancel my booking?

For bookings made through Pearl Rewards Programme, no cancelations are allowed if initiated voluntarily by you. Hence no points will be refunded back into your account. However, if the reason for cancelation is from the service provider/supplier's end, the points will be duly credited into your account within 7-10 business days.

How old do I have to be to rent a car?

For most car hire companies, the age requirement is between 25 and 70 years. If the driver is under 25 or over 70 years of age, you may have to pay an additional fee (charges may vary depending on city/country and type of car).

Is it possible to rent a car for another person through my account?

Yes, as long as they meet the stipulated requirements. You would need to mention their details while making the reservation.

Does my car redemption include all charges or is there anything extra I have to pay?

Most car rental services include in their price - Theft Protection, Collision Damage Waiver (CDW), local taxes, airport surcharges and any road fees. However, you would be responsible for any 'extra' charges at the time of car pick-up, fees for a young/additional driver, one-way fees, cross border driving. The same will be explained to you, in addition to ways to reduce costs like carrying child seats and GPS before you make your car booking. You may read more about this in the 'Terms and Conditions' section of the car rental service you are booking with.

Do I have to pay any security deposit?

Yes, the time you pick your car for rental, you will be required to leave a security deposit against possible damage to the car during the rental period. The deposit will be charged directly by the car hire company. Quite often, a credit card in the name of the main driver is required. If the condition of the car and extras is the same on return as at the time of rental, and is in accordance with the fuel policy, the security deposit will be refunded upon returning the car (refund period depends on car rental company).

Does the car insurance provided cover all claims?

No. The car insurance provided by the rental company is limited and in case of any misfortunate event, an excess amount will have to be paid by the customer. However, full insurance can be purchased directly through the supplier at the time of collecting the car.

How many days will it take to get my reward merchandise delivered?

It normally takes about 2 – 3 working weeks for reward merchandise to be delivered. However, this may vary depending on availability of stock.

What should I do if the reward merchandise doesn't reach me within 21 working days?

Please call Ahlibank’s contact centre at 44205222 to check on the status of your order.

What if the product reaches my mentioned delivery address when I was away or not available?

Should this occur, the delivery service would reattempt to deliver the product thrice, so kindly ensure your availability. Post that, the following options are available to receive the product;

• Collect the product at the courier company.
• Arrange a delivery according to your convenient date & time. In this case, delivery charges will be levied, which can be either paid directly to the delivery service or if you have enough points, those will be debited from your reward account.

What should I do if the reward merchandise delivered to me is in damaged condition?

In the unfortunate event that this happens, please call us on 44205222 within one business day from the delivery of the product in order to report the same. In case we do not receive the request within 24 hours, no replacement will be permitted. Reward points will not be refunded to you.

What should I do if I ordered the wrong item?

Please call us on 44205222 to cancel your order. Your points will be refunded to you and this process may take 2 – 3 working days.

Is the Delivery free of charge?

The cost of shipping would be included in the points utilized for redemption. However, it would vary according to the merchandise/product selected. You should not pay any more to the delivery person upon delivery of the goods.

Do you deliver items outside (region)?

No, all items are delivered only within Qatar.

What if I want to cancel my order?

Once the Shop booking is done, the existing booking cannot be amended.