FLIGHTS
Can I book a multi–city trip?
- Multi-city booking is not available. In order to book a multi-city travel, you will have to book individual sectors, separately.
Can I do an online check-in?
- Online check-in is not always offered by every airline on its website. If the website does permit online check-in you may do so by using your Airline Booking Reference number.
Can I enter my Frequent Flyer number at the time of booking?
- Currently we do not accept the Frequent Flyer number. You can provide your Frequent Flyer number at the airline counter at the time of check-in.
I’ve booked my tickets but now need to add my child’s tickets to my booking. How do I proceed for this?
- You would need to contact your airline directly to book tickets for your child.
How do I get the booking confirmation?
- We will send you an email on your registered email address to confirm your flight booking.
I did not receive an e-mail confirmation. What do I do?
- If you do 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 24 hours Customer Support.
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, press control + H to clear your browser and temporary files and try search again. If the error persists, it could be due to either of two situations: we can’t find flights for the specified route or the flights are not available on your specified date.
Can I book special meals, wheelchairs through ComBank MAX Rewards?
- “ComBank MAX Rewards” does not support this feature. Please contact the airline directly.
Do I have to show my e-ticket confirmation voucher at the check-in counter?
- Yes, you must show e-ticket confirmation voucher. Please have a printed copy of the e-ticket as it is important.
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.
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.
HOTELS
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 book a room that cannot accommodate your group, the hotel may cancel your reservation or require that you book additional rooms. 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 e-mail confirmation along with the Hotel Confirmation Voucher.
Do I need to confirm my Booking with the Hotel?
- No, you don't. 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 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). Please, check with your specific hotel for its exact check-in time.
Will the Hotel hold my booking as I am arriving late?
- Yes, the hotel will hold your room booking until 7am the day after your planned arrival date, as your reservation is a confirmed booking. However, please check with the hotel for details.
What if I'm going to arrive early?
- In such case, we suggest you contact the hotel in advance to check for accommodation, as terms and conditions vary with different hotels.
How do I modify the Hotel Booking?
- ComBank MAX Rewards doesn't support modifications to hotel bookings. You'll have to 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.
I need to avail an early check-in /late check-out. Can this be done?
- This depends completely on the hotel’s room availability on that particular date. ComBank MAX Rewards cannot guarantee anything to this regard.
CAR RENTALS
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 for any reason when your booking is not confirmed, please send email to describing your issue to support@giift.com mentioning your membership ID.
Can I change my booking?
- Once the car booking is done, the existing booking cannot be amended.
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 deposit as Security Money?
- 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.
Voucher
How many days will it take to get my Voucher delivered?
- Your Voucher details will be emailed within 24 hours on your registered email address (subject to availability of stock). More details can be found on that email.
What if I want to exchange my Voucher?
- Once an order has been placed it cannot be exchanged.
What do I do if I have not received the Voucher within 24 hours?
What if my Voucher lost, stolen, damaged or destroyed?
- Bank Rewards will not be responsible if a Voucher is lost, stolen, damaged or destroyed and no replacement or refund of Union Rewards points will be provided in any circumstance.
Is there a way I can cancel my order?
- Once the Voucher is purchased, a voluntary cancellation is not permitted. Hence, Bank Rewards Points will not be refunded for the cancellation.
Shop
How many days will it take to get my reward merchandise delivered?
- It normally takes about 5-10 working days for reward merchandise to be delivered. However, this may vary depending on availability of stock.
What if the product reaches my mentioned delivery address when I was away or not available?
- In this case, the delivery service would re-attempt to deliver the product three times. So, kindly ensure your availability. Note 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.
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 Sri Lanka?
- No, all items are delivered only within Sri Lanka?
Lounge
Do I need to activate my DragonPass membership before using it?
- If you received your DragonPass membership from Issuer that comes along with a Membership No. and Activation Code, you will need to activate your DragonPass membership by following the activation instructions in the App.
How can I find a participating airport lounge in my location?
- Select your airport location using the search field at the top of the App’s home page. When you click on the lounge icon you will see a list of the lounges available in that location. You can also view the whole lounge list on the website, but the App allows you to view available lounges for each membership in case your Issuer have customized list for you.
Can I access a lounge without my membership?
- No. In order to access a lounge you will need to present your digital membership/physical membership.
Do I need to book in advance to access airport lounges?
- There isn’t a need to book in advance. Simply just present your membership via our mobile app to the lounge staff on arrival. Prior to your visit, you can use our mobile or website to check on the lounge operation hours.
Can I use DragonPass service regardless of the airlines/high speed trains and class of my ticket?
- Yes, you can use DragonPass service regardless of who you are travelling with (Airlines/Trains) and the class of your ticket as long you have a valid DragonPass membership.
Can I bring guests or children to the airport lounge?
- Each lounge has its own policies regarding guests and children. Please check the lounge information in the lounge description provided in the App. If the lounge permits guests, please do take note that you will need to have sufficient visit toped up in your membership as one visit will be deducted from it for each guest accessing the lounge.
MAX Loyalty Rewards points are not transferable and not redeemable as cash. Points may not be exchanged for Cash, Credit or may not be used to offset against any outstanding Bank/Card balances.
