Terms & Conditions
The Miles & More frequent flyer programme rewards you, our customer, for your loyalty.
Operator and organiser of the programme is Deutsche Lufthansa Aktiengesellschaft
("Lufthansa"). Lufthansa reserves the right to use partner companies in specific countries (e.
g. Adria Airways, Air Dolomiti, the Austrian Airlines Group, Brussels Airlines, Croatia Airlines,
LOT Polish Airlines, Luxair and SWISS) as joint operators of the programme. Also,
Miles & More offers an opportunity to earn and redeem miles with various participating
service providers (Miles & More partner companies, e. g. airlines, car rental firms, hotels).
The following is a summary of the terms and conditions governing miles accrual, award
redemption and general Miles & More procedures. Special rules may apply as set out in
further programme documents (e. g. the general terms and conditions for the Miles & More
credit card) or in the Miles & More communication media (e. g. newsletter, awards catalogue,
Membership is limited to individuals aged two or above who reside in a country in which the
Miles & More programme is available. The address provided by the member can only be
considered as a home address if the place constitutes the main geographical residence of
the member. Lufthansa may ask the member to provide further proof.
1.2. Commencement of membership
Membership commences upon enrolment, when an individual mileage account is opened
through Lufthansa or a joint operator of the programme. Only one account may be opened
per person. As evidence of the opened account, the customer receives a temporary
Miles & More card number which entitles them to earn miles for 6 months.
The application to open a mileage account must be completed in full by the customer.
Mileage accounts with missing or incomplete personal data are regarded as “temporary
accounts” and closed within 6 months of the first mileage entry made on the temporary card
As soon as the customer (“member”) has earned a certain number of miles as defined in the
relevant Miles & More communication media, a Miles & More card with a permanent
Miles & More card number is issued and sent to the new member. The card remains the
property of Lufthansa and must be surrendered to Lufthansa or a joint operator upon request.
There is no legal entitlement to join the Miles & More programme. Lufthansa and the joint
operators reserve the right to reject applications without giving reasons.
1.3. Personal identification number (PIN)
The member receives a PIN for personal identification, e.g. when ordering awards or
checking the online account balance. To avoid misuse, the member must ensure that the PIN
is not disclosed to unauthorised third parties. If there is any suspicion of misuse of the PIN,
the Miles & More Service Team must be notified at once by calling one of the phone
numbers listed in the Miles & More communication media. Lufthansa cannot be held liable for
losses arising from any culpable failure to notify, belated notification, or losses occurring
before receipt of the notification, unless such losses are caused by willful action or gross
negligence. In the case of slight negligence, liability for injury to life, body or health is
unlimited. In cases of slight negligence in any infringement of material contractual
obligations, liability is limited to material damage and financial loss in the amount of
predictable and typical loss. Any further liability involving damages is ruled out, except for
claims under the German Product Liability Act. This also applies to the liability of agents or
other third parties whom duties have been delegated to, taking account of possible
contributory negligence on the part of the member.
The basis of calculation for the Miles & More programme is the mileage credited to the
member’s mileage account. Miles may be used only for the purposes explicitly stated in the
terms and conditions or in the Miles & More communication media. No bonus points or miles
under other programmes may be converted into Miles & More miles, unless Miles & More
has reached an agreement with the other issuing programme operator concerned. Miles and
the mileage accounts are non-transferable, and no cash disbursement is possible, unless
2.2. Account balance
Members may check their current mileage account balance at any Miles & More account
statement printer or via their personal online mileage account by entering their Miles & More
card number and PIN. Furthermore, members who actively use Miles & More to a certain
defined extent receive regular information regarding their current balance, unless a member
has registered for online communication. The mailing of account information may be omitted,
wherever Miles & More generally limits the provision of account statements to online
communications. No duplication or replacement delivery of account statements is possible.
Claims based on discrepancies must be filed within two weeks of receiving the account
information or of its first display in the member’s personal online mileage account.
Thereafter, the account balance as stated is considered approved.
2.3. Mileage accrual
Miles may be earned from the commencement of membership. The number of miles credited
depends on the programme conditions valid at the time of utilisation of the service. For all
flights or partner services eligible for mileage accrual that have taken place in the period
between the application for membership and the opening of the personal mileage account,
mileage is credited subject to the procedure stated in item 2.3.6. Miles & More also offers
mileage accrual with specified partner companies. Since Miles & More has no direct control
over these companies, neither Lufthansa nor the joint operator concerned may be held
responsible for the unlimited availability of services provided by partner companies (e.g.
flights, hotel stays, rental cars) and for proper performance of any contracts. In any case, the
general terms and conditions of the specific partner company shall apply.
Miles are credited to the member’s account for each actually flown segment of a fully paid
scheduled flight by Lufthansa or by a joint operator or Miles & More partner company, subject
to items 2.3.5 and 2.3.6. The number of miles credited for direct flights depends on the
distance between the point of departure and the destination, as indicated on the ticket, on
separately announced minimum miles or on fixed rates announced in the Miles & More
communication media. The mileage is multiplied by the booking class factor according to the
flight class paid and indicated on the ticket. Otherwise, the published minimum miles or fixed
rates are credited. Item 2.3.1 also applies to other transportation services (e.g. certain
charter flights), provided they qualify for mileage accrual. In such a case, mileage is credited
on the basis of separate information which will be provided in the Miles & More
2.3.2 Hotels, rental cars
Miles are credited to the member’s account for every paid stay the member makes at a
Miles & More partner hotel, provided the booked hotel rate qualifies for mileage accrual at
the time of conclusion of the contract for accommodation, subject to items 2.3.5 and 2.3.6.
The same applies to every paid rental, and actual use, of a vehicle by the member with a
Miles & More car rental partner, provided the booked rental car rate qualifies for mileage
accrual at the time of conclusion of the contract of hire. The number of miles credited is
Two or more consecutive overnight stays are treated as “one stay”. The same applies if a
member checks in at the same hotel within one day of checking out. “one car rental” is
defined as the rental of one vehicle for at least one day, or of different vehicles on
consecutive days from one or more branches of a car rental partner at the same location.
2.3.3 Miles & More credit card with mileage accrual function
Members using their Miles & More credit card in payment earn a specified number of miles
which are credited to their Miles & More account. Further details are contained in the general
terms and conditions of the Miles & More credit card.
2.3.4 Other ways to earn miles
Other ways to earn miles and the relevant conditions are announced separately in the
Miles & More communication media.
2.3.5 Exclusions from mileage credit
No miles are credited for certain booking or service classes, special tariffs, e.g. industry
discount tariffs (ID, IP, AD, GE, UD, DG, PEPs, etc.), award services, free flights or services
for which the member receives benefits under another bonus programme. Certain other
services may also be excluded from mileage accrual following a prior announcement in the
Miles & More communication media.
2.3.6 Crediting procedure
Automatic crediting of mileage to a member’s account is only possible if the member quotes
his/her Miles & More customer or card number and/or presents his/her Miles & More card or
other customer card qualifying for mileage accrual, when using a service eligible for mileage
accrual. Any mileage not automatically registered can be credited to the member’s account
within 6 months of use of the service concerned. For this purpose, Miles & More requires the
complete documents (original boarding pass plus copy of passenger receipt, or original hotel
or rental car invoice). Mileage is not credited for unused, reimbursed, lapsed or unlawfully
obtained documents (tickets, flight coupons).The same applies to other unused or refunded
services that qualify for mileage accrual. Letters and documents sent to Miles & More will be
scanned, digitally archived and subsequently destroyed. Requests for such letters and
documents to be returned in their original form will not be granted.
2.4 .Mileage redemption
Members may redeem their miles and order awards as soon as their mileage account has
reached the balance required for the award concerned, subject to the availability of the
awards pursuant to item 2.4.6. Award offers and the specific number of miles required in
each case are stated in the various Miles & More communication media.
2.4.2 Award flights
Award flights are available for scheduled flights operated by Lufthansa or by a Miles & More
partner company, and for selected charter flights. Should the airport of departure and the
final destination be located in different award zones (open-jaw flight), the higher award zone
always applies and is used for mileage redemption. The award flight must be booked at the
time of ordering. The deadline for requesting the issuance and mailing of the award flight
ticket depends on the airline partner. The Miles & More Service Team will advise you your
deadline at the time the award ticket is booked. Rebooking (depending on availability and the
terms and conditions applying to the award flight) is free of charge before issue of the award
flight ticket. Once the award ticket has been issued, rebooking is subject to a service charge,
wherever this is permitted by the terms and conditions applying to the award flight
concerned. Enquiries about terms and conditions, availability and the amount of any service
charge can be directed to the Miles & More Service Team. All other conditions of the original
award flight ticket continue to apply following a rebooking. The flight taken as an award flight
is subject to the operating carrier’s general conditions of carriage, except when the award
flight is subject to different regulations specified in the general terms and conditions for
Miles & More award flights.
2.4.3 Upgrade awards
On scheduled flights operated by Lufthansa, by a joint programme operator or some partner
airlines, one-way upgrades to the next highest class of service are available per point-to-
point connection (segment) as an award, provided that a fully paid ticket exists (cf. items
2.3.1 and 2.3.5 above). Certain tariffs, booking classes and group bookings may be excluded
from upgrades, this being subject to prior separate announcement in the Miles & More
communication media. In the event of an upgrade, the conditions of the original ticket remain
in force. Please contact the Miles & More Service Team for the terms and conditions of
rebooking an upgrade award.
2.4.4 Other awards
Other awards, their conditions and further ways to redeem miles will be announced
separately in the Miles & More communication media.
2.4.5 Ordering awards
Awards may be ordered from Miles & More, stating the Miles & More customer or card
number and PIN. The order must be placed either by telephone or online at least seven
working days prior to use of the award. Advance booking deadlines may vary due to local
circumstances (e.g. longer mailing times) and can be queried by contacting the Miles & More
Service Team. An award etix® – where technically possible – may be issued up to two
working days prior to departure. Other ways of ordering awards are announced separately in
the Miles & More communication media.
2.4.6 Award conditions
The availability of awards may vary depending on date, season and destination. Specific
awards may not always be available. Awards may not be combined with certain services
subject to reduced tariffs (according to item 2.3.5). More information concerning the
availability of awards as well as special conditions can be found at www.miles-and-
more.com. Such conditions are published with the award offers concerned. Miles & More
also offers its members the possibility of redeeming miles with duly selected partner
companies. Miles & More has no direct control over these companies, so that neither
Lufthansa nor the respective joint operator may be held responsible for the unlimited
availability of services from the partner company (e.g. flights, hotel stays, rental cars) and for
proper performance of contracts. The general terms and conditions of the partner company
concerned shall apply.
2.4.7 Award documents
If the ordered award is available, Miles & More shall issue award documents (award tickets
and/or certificates for other awards). Award tickets and upgrade award certificates are mailed
as paper documents only in cases where standard electronic storage as an etix® or an
eUpgrade or where provision of tickets via a ticket machine is not possible. Tickets on
selected routes will only be issued as an etix®. Should a member nonetheless wish to
receive a ticket by mail, a service charge is due for delivery of the tickets to the address
registered with Miles & More. Information on the service charge may be found in the various
Miles & More communication media. Enquiries about the service charge can also be directed
to the Miles & More Service Team. Members are advised to verify at once that they have
received the correct documents. Award flight documents are valid for 12 months from the day
of issue. The validity of other award documents (e.g. event, car rental, hotel and holiday
awards) is as stated in the Miles & More communication media. Award documents may only
be given as presents to individuals with whom the member has a close personal relationship,
e.g. friends and relatives, but may not be exchanged for other awards or cash. Depending on
the specific type, award flights may be returned. Refunding will incur a service charge.
Information on the conditions of return as well as on the service charge may be found in the
various Miles & More communication media. Such enquiries can also be directed to the
Miles & More Service Team. Stolen or lost award documents will only be replaced with new
documents subject to an appropriate service fee, wherever the conditions of the specific
award type allow such a reissue. Information can be obtained from the Miles & More Service
Team. Otherwise, the mileage is re-credited to the member’s account subject to an
appropriate service fee, details of which may be obtained from the Miles & More Service
Team. No service charge is due if the documents get lost during shipment from Miles & More
to the member, provided the member reports the loss at once, but no later than 21 days after
the date when the documents were ordered from Miles & More.
Sale, exchange, offer to auction or any other kind of commercial transaction with third parties
involving award documents is strictly prohibited, unless specifically allowed by item 2.4.7. It is
also strictly prohibited to arrange the purchase or sale of miles or awards, transfer of miles
according to item 2.1, unauthorised purchase of miles or to make unauthorised use of
awards or award documents. (All such cases are classified below as misuse.) Miles & More
vouchers serve as award documents according to item 2.4.8. In any case of misuse caused
by a member’s fault, Lufthansa or a third party authorised by Lufthansa reserves the right to
withhold or confiscate award documents, and to refuse to issue awards or honour mileage.
This will not affect item 3. Nor does it impair any right to assert further claims against a
member, including claims for compensation. In the event that awards are released in
exchange for miles acquired by misuse, Lufthansa reserves the right to demand
compensation in place of the miles required to release the award, insofar as the mileage
balance, excluding the miles acquired by misuse, are not sufficient to release the award. The
amount of compensation per mile is calculated based on the applicable mile purchase price
for the highest scale value at the time of the damaging event. The respective applicable
scale value is published in the Miles & More communications media. Lufthansa also reserves
this right in the event that the mileage account has a negative balance in other cases of
misuse as well as unsanctioned conduct by the member. The member has the right to prove
that he/she has caused no or only minor loss.
2.4.9 Express mailing of award documents
In exceptional cases and subject to prior enquiry with the Miles & More Service Team, award
tickets and upgrade certificates may be ordered four to six working days prior to departure
and forwarded by express delivery subject to a service charge. Outside Germany, the period
for the express service may vary from the above conditions.
2.5. Mileage expiry
Any mileage not redeemed within 36 months of the date of accrual (date of flight, start of
hotel stay, time of car rental) expires at the end of the following quarter, failing other
arrangements published in the Miles & More communication media. Attention will be drawn in
good time to the date and extent of the lapsed mileage in the Miles & More account
information or in the personal Internet mileage account.
2.6. Taxes, surcharges and service charges
All additional costs such as taxes (e.g. airport taxes, security fees), surcharges (e.g.
insurance surcharges) and service charges (e.g. rebooking fees) associated with the issue or
use of an award shall be borne by the member and may be charged to the member’s credit
card. Information on the amount of taxes, surcharges and any service charges may be
obtained from the Miles & More Service Team.
3. Breach of terms and conditions, termination of contract, programme amendments
3.1. Notice of termination, suspension, exclusion from membership
The member may give written notice at any time to terminate the contract without observing
a period of notice. Termination by Lufthansa or a joint operator of the programme is subject
to two weeks’ notice, unless the termination of membership is for material cause and without
notice. Termination without notice by Lufthansa or a joint operator and exclusion from
membership shall have future effect, should there be a material cause. Material cause exists
in particular in the event of a serious violation by the member of these terms and conditions
or the conditions of carriage employed by Lufthansa, a joint operator or partner company, or
of any Miles & More rules stated in the programme documents or in Miles & More
communication media. The same applies to any case of misuse as set forth in item 2.4.8, if a
member intentionally provides false information, or in cases of harassment or damaging
behaviour towards employees or passengers of Lufthansa, a joint operator or partner
company. This will also apply to any failure to obey the instructions of staff in charge,
particularly on board or in lounges. These arrangements shall not rule out further legal claims
(specifically claims for damages). In the above-mentioned cases, Lufthansa or a joint
operator reserves the right to refuse a frequent flyer status such as Frequent Traveller,
Senator or HON Circle Member and can terminate an existing status unilaterally, without
further notice. In the cases mentioned above, Lufthansa also reserves the right to freeze the
member’s account. Lufthansa also reserves the right to freeze an account in the case of any
objective suspicions of material cause during the time required to properly investigate the
facts. No claims shall be asserted by the member against such freezing of an account. Once
Lufthansa or a joint operator has terminated a membership, renewed participation in
Miles & More is no longer possible. These terms and conditions continue to govern the
winding up of the membership following termination.
3.2. Mileage validity in the event of termination
If the member, Lufthansa, a joint operator or a partner company duly terminates the contract,
mileage shall retain its validity for a period of six months after receipt of the notice of
termination, unless earlier expiry occurs under the terms of item 2.5. In the event of
termination for material cause without notice by Lufthansa or a joint operator, mileage shall
expire with the member’s receipt of the notice of termination.
3.3. Programme termination
Lufthansa reserves the right to cancel the Miles & More frequent flyer programme at any time
or replace it with another programme and to duly terminate the membership contracts. Items
3.1 and 3.2 shall apply accordingly to such terminations.
For losses incurred by members in connection with their participation caused by Lufthansa, a
joint operator, a partner company or their staff or agents, the following applies, subject to the
arrangements set forth in item 1.3: wherever wilful action or gross negligence is involved or a
guarantee exists, liability is unlimited. In the case of slight negligence, liability for injury to life,
body or health is likewise unlimited. In cases of slight negligence in any infringement of
material contractual obligations, liability is limited to material damage and financial loss in the
amount of predictable and typical loss. Any further liability involving damages is ruled out,
except for claims under the German Product Liability Act.
4.2. Data protection
Personal data relating to participation in the programme is processed and used for purposes
serving programme implementation. If the member’s permanent residence is in the home
market of a joint operator of the programme, the member’s personal data is transmitted to
the relevant company. The same happens in the case of a flight with one of the named
companies. The programme data is transmitted provided that flights with the corresponding
airline are involved. With the member’s consent this data can be processed and used by a
data protection may be obtained from the separate online data protection notice that may be
consulted on the Miles & More website and may be requested by e-mail from Lufthansa’s
corporate data protection officer (firstname.lastname@example.org). The data protection notice also contains
particulars regarding consent and the right to object.
4.3. Loss, theft
Any loss or theft of, or damage to, the Miles & More card must be reported to Miles & More at
once to permit issuance of a new card.
4.4. Changes to the programme, amendments to the terms and conditions
Miles & More, acting in good faith, reserves the right to alter or amend the membership terms
and conditions, the awards, award scales or any other Miles & More procedures described in
the programme documents at any time, wherever such changes are considered necessary.
No claims may be asserted against Lufthansa based on changes required by country-specific
statutes. Members shall be notified inwriting of any changes or amendments to these terms
and conditions. Such changes and amendments are considered approved if the member
continues to use his or her Miles & More customer number, or if no written objection is filed
within one month of notification. Special mention of these consequences shall be made in the
notification. If a member rejects the programme changes, membership may be duly
terminated pursuant to item 3.1 of the terms and conditions.
4.5. Applicable law, jurisdiction
These terms and conditions shall be governed by the laws of the Federal Republic of
Germany. Should a member have no legal domicile in Germany, the courts at Frankfurt am
Main, Federal Republic of Germany, shall have jurisdiction. In addition, a member may also
be sued at his/her place of residence or at another place where statutory jurisdiction exists.
4.6. Severability clause
In the event that any provisions of the above arrangements are legally invalid either wholly or
in part, this shall not affect the validity of the remaining provisions. The parties hereto
undertake to replace any invalid, incomplete or missing provision with a provision that
customarily approximates as closely as possible to the commercial intentions of the parties.