FAQs

Here are some answers to the questions you may have about the programme:

How do I enroll?

Complete your online enrolment from the website www.flyroyalbrunei.com/royalskies under Program then click “Be A Member” that will link you to the member log in page.  Please ensure all details are completed as per your passport.  Once enrolment completed, you will receive your temporary membership card through the email address you have provided in your application.

I want to enroll my children as a member. How do I do that?

Online enrolment is permitted through the website.  Minimum age allowed for membership is above 2 years of age.

When do I get my permanent membership card?

You can start earning your miles using the temporary card sent to your email by printing it.  Your permanent card and welcome pack will be sent to you within 2 -4 weeks after your first programme activity transaction with minimum 500 miles is recorded in your account.

Will I need to request for a rebranded Royal Skies membership card?

No, you will not need to request for a rebranded card.  A replacement membership card will be printed complimentary for active Royal Skies Members.

Will I be receiving the rebranded Royal Skies membership card?

Only active Royal Skies Member will be receiving the rebranded Royal Skies membership card.  Members will be notified when the card is ready for collection.

How will I be eligible to receive the rebranded Royal Skies membership card?

Royal Skies members must be an active member and must have achieved a minimum of 1500 miles in their Royal Skies account.  If you fulfill both criteria, a new membership card will be issued to members.

Will the rebranded Royal Skies membership card be provided on complimentary basis?

Yes, the new card will be provided to eligible Royal Skies members on complimentary basis.

When will I receive the rebranded Royal Skies Card?

Royal Skies members will be notified when the card is ready for collection or dispatched via post at members’ preference.

Is my current Royal Skies card details still valid?

Yes, your current Royal Skies card details will remain unchanged and valid.

Can I still present my current (old) card to earn miles?

Yes, you may continue to present your current card until you receive your rebranded Royal Skies membership card.

Will the RB Customer Service Centre or check-in counters accept my current card?

Yes, your current card will still be accepted by our RB offices and counters.

Which RB Service Centre or Office can I contact for my replacement or rebranded membership card?

Please contact Royal Skies Service Centre at 673-2223444 or email This e-mail address is being protected from spambots. You need JavaScript enabled to view it to inquire.

Will I accrue miles on the discounted fares from the ticket that I have purchased?

With effect from 1st October 2014, tickets flown on W, X, M and U booking classes are eligible for mileage accrual however, not eligible for award upgrade.
The following table shows the amount of miles you will earn:


Class of service

Booking Class

Percentage of miles earn

Full Published Business Class

J, Z, C

150%

Discounted Business Class

D

125%

Full Published Economy Class

Y, B, H, K, L, N, T, V

100%

*Discounted Economy Class

W, M, X, U

50%

* With effect from 1st October 2014

I have just moved and changed my address. Do I need to complete a form and send to Royal Skies Service Centre?

Yes.  You can either complete the Change of Personal Details Form or log into your online account by entering your membership number and Personal Identification Number (PIN).  Once you are logged in, click the “Update Member Profile link” and you will be able to edit your details such as email address, home address and telephone number.  However, if there is a change in your name, you must complete the Change of Personal Details Form and provide a supporting legal document for e.g. valid passport copy and email it to Royal Skies Service Centre.

I do not have a Personal Identification Number. How do I request for it?

You can request for your Personal Identification Number online. Please go to http://flyroyalbrunei.com/royalskies.  Under Member’s Login, click “PIN Request/No Pin?” link and enter your Membership number and email address.  Once completed and submitted, your PIN will be sent to your email address within 24hours.  Make sure the email address you provided is the registered email address on account.  You must ensure that your PIN is kept safe at all times.  If you have problems requesting for your PIN, please contact Royal Skies Service Centre.

Can I still earn miles if I have bought a ticket for someone else?

Miles are earned either from using the services of our partners or if the member flies on Royal Brunei Airlines.  If the member has bought a ticket for another person who is also a member of Royal Skies, the person flying will earn the miles, not the member who bought the ticket.  Miles are credited to the account of the traveller.

How do I know that my miles are credited?

You must ensure that you have provided your membership number at the time of reservation and again during airport check in or for partner transactions at the time of purchase of goods and services.  It may take up to 6 weeks for your miles to be credited in your account.  Make sure you have retained your boarding passes or electronic ticket copy and for partner transactions sales receipt until the activity appear in your statement.  You can also check your activity online by logging on using your PIN to http://flyroyalbrunei.com/royalskies

Can I earn mileage on all types of tickets?


Almost all types of tickets can earn mileage except for free, reduced rate companion, prize, group, charter, travel agency/industry reduced rate, infant tickets, or tickets issued subject to special provisions.  Some deeply discounted and special promotional fares may also be excluded from mileage.  Make sure you read the terms and conditions of the ticket before you purchase.  Alternatively, you may refer to Terms and Conditions under Clause 4A iii & iv to check which tickets are eligible for mileage accrual.

How do I earn miles?

Every time you make a reservation for an eligible Royal Brunei Airlines flight, simply quote the membership number shown on your Royal Skies card. Make sure your travel agent or travel co-ordinator knows that you are a Royal Skies member, and that you would like your travel credited every time you fly with Royal Brunei Airlines.

Also, please present your Royal Skies membership card along with your ticket when you check-in, to ensure that your travel is credited provided the purchased and/or flown ticket is eligible to earn miles.  If your membership number has not been provided, we cannot properly credit your account.

How many miles will I earn?

You will never earn less than our minimum of 500 miles per flight when you fly on a paid Full Published Economy class, even for destinations that are fewer than 500 miles from your point of embarkation.  For destinations above 500 miles in distance, you earn actual miles.

When you fly on a paid Full Published Business Class ticket, you will earn a 50% class of service bonus on top of actual miles.

When you fly on a paid Discounted Business Class ticket, you will earn a 25% class of service bonus on top of actual miles.  These bonuses don’t just add up to give you great awards.  They also count towards your qualification for our Royal Skies Elite programmes, unlike other frequent flyer programmes.

For example, if you fly from Bandar Seri Begawan to Kuala Lumpur, the actual Royal Skies miles is 931.   Add on the 50% bonus for flying on paid Full Published Business Class ticket, the total become 1,397 Royal Skies miles.   All of which will add to your Royal Skies Silver or Gold programmes qualification.

What privileges do the Elite programmes offer?

Elite programmes offer more benefits to its members such as additional baggage allowance, lounge access and many more.  You can check out these benefits in the Elite Programmes page.

How can I redeem my awards?

You can redeem for flight awards, Upgrade awards, Extra Baggage Allowance Award and Sky Lounge Award.  Click here for more details. 

Can I change my free flight ticket if my travel plans change?

While subject to seat availability, your travel dates can be changed at no charge for as long as your ticket remains valid and changes request more than 72 hours before departure. The validity of award tickets is six (06) months from the date of first sector flight’s departure for Economy Award Saver and Business Award Saver and Twelve (12) months ticket validity for Economy Award Standard and Business Award Standard.

If you cannot travel, you are required to cancel your flight award reservations not less than 4 hours before departure otherwise a No-Show fees incurred.  Then your Royal Skies miles can only be re-deposited into your account.  Kindly note that expired miles cannot be re-deposited into your account.  Please mail your wholly unused award ticket along with your request to the Royal Skies Service Centre for processing.  And please note that there is a service fee of USD$50 or USD$25 (or local currency equivalent) in respectively for this service.  Please refer to our Terms and Conditions Clause 5L for further information.

Will I receive account statements?

You will receive a personal account statement each quarter, as long as at least one activity was recorded in your account for that quarter.  Please note that if the activity occurs close to the date of statement delivery, it may appear on your next statement.  Please check your online statement carefully to ensure there are no omissions.

It is recommended that you retain your boarding passes, passenger receipts, as well as Royal Skies partner receipts until your activity has been reflected on your statement.  You can retrieve your statement online using your PIN to log in to your online account.

From October 2006, you will receive your online statement monthly.

Does Royal Skies have any partners with whom I can earn miles?

Yes. You can earn Royal Skies miles without even flying Royal Brunei Airlines!  We are constantly bringing new partners into the programme, partners that you will find fit your needs for travel and more.  The amount of miles you can earn and other rules of mileage accrual vary from partner to partner, and as a Royal Skies member, you will receive updates of our Royal Skies partners.  For the most recent details, please visit Royal Brunei Airlines’ website at http://flyroyalbrunei.com/royalskies, or call the Royal Skies Service Centre at +673 222 3444.

What is the Redemption Nominee programme?

As a Royal Skies member, you can nominate as many as five family members or friends for whom you can redeem your Royal Skies miles for flight awards.  Simply download and complete a Redemption Nomination form from www.flyroyalbrunei.com/royalskies. Please email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it or fax to Royal Skies Service Centre at 673-222 2211.

Who qualifies as a Redemption Nominee?

You can nominate any individual to be your Redemption Nominee.  A child or infant nominee is treated as an adult and will require the same number of Royal Skies miles for awards.
Kindly note, that a corporation or other such legal entity cannot be a Redemption Nominee. The nominee must also be a member of Royal Skies before he/she has been nominated.

Can I use my miles for my family to travel?

Yes, you can nominate up to five family members and friends for whom you can redeem your Royal Skies miles for flight awards. To add or change your Redemption Nominees, download and complete a Redemption Nomination form from  www.flyroyalbrunei.com/royalskies.  Please email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it or fax to Royal Skies Service Centre at 673-222 2211.

Can I change or add my Redemption Nominees?

Members can change or delete the nominees in their Redemption Group for a nominal fee of USD$30 or 3,000 miles.  Once a change or deletion has been carried out, further changes or deletions can only be carried out in another calendar year.  To add or change your Redemption Nominees online, download and complete a Redemption Nomination form.

When can the new nominees redeem for free travel award?

The new, additional, or replacement nominees are eligible for free travel awards once their names are registered in a member’s Royal Skies account.  This may take up to 14 days from the date or receipt of the nomination(s) by Royal Skies Service Centre.

Can the nominees redeem from the principal account?

The nominees you have registered are authorised to make bookings and collect redemption tickets for themselves and on your behalf.  Proof of identification is required for bookings and redemption purposes.  Kindly note that Royal Skies Service Centre will not inform the principal member nor be held liable for issuing redemption tickets to the registered nominees.

Can Royal Skies members of any age redeem their miles for award tickets?

Royal Skies members under 12 years of age are not eligible to redeem their miles for award tickets online, unless a Redemption Nominee above 18 years old is travelling with him/her on the same flight.

Can I make an online booking for a child below 12 years of age?

Online Redemption Booking cannot be done for a child below 12, if he/she is travelling alone.  To redeem for a child under 12 travelling alone, please contact Royal Skies Service Centre.  An Unaccompanied Minor form has to be completed at Royal Brunei Customer Service Centre or Royal Skies Service Centre.

How do I make redemption bookings for my nominees?

If you already have an existing list of redemption nominees, you can redeem flight awards for them by visiting the www.flyroyalbrunei.com/royalskies page.  After selecting the origin and destination cities, travel dates and the number of passengers in the travelling group, you will be asked to choose your preferred flight(s) and to indicate whether you are part of the travelling party.

If you are redeeming for your nominee(s), you will then be asked to select the specific nominee(s) for whom you would like to redeem the award ticket for, as well as their flight details before proceeding to make the relevant payment. For offline bookings, please complete the Flight/Upgrade Award Request Form and fax your form to Royal Skies Service Centre.

If you do not already have a list of redemption nominees, you can nominate up to five family members or friends here.

Why can't I combine or pool my miles with another Royal Skies member?

Royal Skies membership is open to individuals only.  Miles cannot be combined or pooled as Royal Skies’ accrual and redemption structure are designed to meet the needs of each of the individual traveller earning miles to redeem for him/herself and/or his/her nominee(s).

What is the validity period of Royal Skies miles?

Your Royal Skies miles are valid for three years.  A member’s Royal Skies miles will expire after three years at the end of the equivalent month in which they were earned. For example, miles credited to a member’s Royal Skies account in July 2012 will expire on 31 July 2015.  Please note that Royal Skies accounts that do not have mileage accrual within 36 months will expire or inactivated.

Can we request to extend the expiry of miles?

Royal Skies miles that are due to expire for the first time may be extended for a fee once every calendar year.  For all Royal Skies members, valid miles can be extended once for a period of six months.  Royal Skies miles that are due to expire may be extended for a fee of USD$30 or 4,000 miles and must complete the Extension Miles Request Form and submit to Royal Skies Service Centre two (02) weeks prior to expiry.  Royal Skies miles that have already expired cannot be extended. Please refer our Terms & Conditions Clause 9 iii for details.

Why is the expiry date on my Elite membership card different from my membership expiry date when I check my account online?

Your Elite membership period is for 12 months and that is reflected in your account statement.  For your convenience, the expiry date on your membership card is one month after the end of your membership period so that you will not hold an expired card before a new card is received.

What is the Miles Top-Up programme?

If you have at least 70% of the Royal Skies miles required to redeem for an award ticket, you may purchase the additional miles required to top-up your Royal Skies account at US$20 (or the local currency equivalent) per block of 1,000 miles.  You can purchase the top-up miles while you are making your online redemption booking. The purchase is effective immediately if the transaction is done online.

To top-up offline, you will need to download and complete the Miles Top-up Request form. Turnaround time for miles top-up request is at least three working days.

Can I redeem for a one-way ticket?

Yes, a one-way award ticket will require 65% of the Royal Skies miles needed for round-trip award tickets in the same class of service.  In other words, it is 35% Off the round-trip award tickets.

Can I purchase Royal Skies miles?

If you have at least 70% of the Royal Skies miles required to redeem for an award ticket, you may purchase the additional miles required to top-up your Royal Skies account at US$20 (or the local currency equivalent) per block of 1,000 miles.
This can be done online while you are making your Online Redemption Booking.  The miles top-up will be effective immediately after successful payment.  To purchase the top-up Royal Skies miles offline, you need to download and complete the Miles Top-up Request form. Processing time is at least three working days.

Is purchase of miles refundable?

Purchased miles must be redeemed immediately (within 72 hours) and are non-refundable.  In the case where miles from a completely unused award ticket are re-deposited into a member’s account, any purchased miles will not be refunded and will be deemed void.

In what currency will the purchase of miles be charged?

The miles top-up will always be charged in USD (regardless of your location) and the amount will be shown in US Dollars online.  You can pay in your local currency after the exchanged rates have been calculated.  Associated taxes and surcharges will be charged in your local currency.

Can I get a refund of miles for unused award tickets?

If you have completely unused award tickets, Royal Skies miles can be re-deposited into your account for a nominal fee of USD$50 or USD$25 (or local equivalent) respectively for this service, provided the miles are still valid at the time they are re-deposited.  Please refer to our Terms and Conditions Clause 5L for further information.  However, partially used award tickets cannot be reissued and the Royal Skies miles redeemed for them cannot be re-deposited into your account.

What are my options if I’m making a round-trip redemption booking, and I’m on the waitlist for one of the flight sectors?

If your booking is not confirmed by the ticketing time given, then it will be cancelled.  Waitlist is allowed only for members redeeming Economy Award Standard and Business Award Standard.

Can I make changes to my redemption award online?

You can change the flight date and time of redemption bookings.  These changes can only be done via Royal Skies Service Centre.  Changes to date of travel not requiring ticket reissue are allowed free of charge as long as seats are available in the designated award booking classes. However Late Change fees will be incurred if changes request less than 72hours before flight departure. Please refer to our Terms & Conditions - clause 5K for further details.

Can I amend the itinerary on my award ticket if it has already been issued?  Can I also make amendments if I have flown one way already?

There is no refund for, or re-issuance, of partially used tickets.  However, changes to the date can be made as long as the ticket has not been used.  Yes, you can make amendments of your flight date if one way already flown, subject to availability of your redeemed Award type.

I have confirmed and ticketed my redemption booking but I would like to cancel it now. How should I go about it?

If the ticket for your redemption booking has been issued, but it has not been used, please call Royal Skies Service Centre to cancel the booking.  Miles will only be re-deposited into your Royal Skies account if they are still valid and have not expired at a service fee – refer our Terms and Conditions Clause 5L.

For redemption awards, must the credit card holder be a part of the travelling group?

No, for redemption awards, the credit card holder need not be part of the travelling group.

Is online purchase of miles available for upgrades?

Online purchase of miles is currently not available for upgrades

What are service fees?

The valuable services of request for changes to flights, extension of miles and others are available at nominal fees that can be paid in Royal Skies miles or in US dollars (or local currency equivalent).  

Complimentary Stopovers

One or two stopovers are allowed on flight award itineraries involving multiple flights or sectors.  Please note that a transit is not a stopover.  A stopover means you will be in the stopover city for 24 hours or longer before your next flight.  Please refer to the table below for the validity and number of complimentary stopovers available with each award ticket type for Online Redemption Booking.



 

Notice


This is to advise that miles credited to a member's Royal Skies account prior to 30 June 2012 will expire on 30 June 2015. Please submit your requests one (1) week before 30 June 2015.