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RE-REGISTRATION
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1. Why do I have to re-register?
Due to the fact that GOL is a new Air Company option for Smiles participants, it was necessary to include some fields in the registration form, and thus, it is necessary that all Smiles participants re-register before using their miles. All Smiles participants shall update in order to issue a Smiles Award (both GOL and VARIG), as from November 16th .
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2. If I don’t re-register, may I accrue miles flying GOL?
Yes. However without the re-registration it will not be possible to issue a GOL or VARIG Smiles Award |
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3. I have recently enrolled into the program. Do I have to re-register?
Yes. All participants who have enrolled into the program before October 16th , 2008 need to re-register |
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4. I have recently updated my registration. Do I need to re-register??
Yes. The registration form at Smiles website was updated on Oct/16/08 and due to this reason it is necessary that you fill in the new fields included. For enrollments carried through after this date, the re-registration isn't necessary. |
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5. I don’t have miles. Do I need to re-register?
Yes. In order to be able to issuer a Smiles Award , you will need to have all your data updated. |
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6. Do I have a deadline to re-register?
No. However we recommend the re-registration is carried out as soon as possible.
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7. How can I re-register?
If you already have your password, access “My Smiles”, type your Smiles number on the top right corner of the screen, insert your password in the virtual keyboard and click on “User's Data Update”. Your data which is already in the system will appear filled in. Just update the outdated and empty fields. At the end of the updating, you will receive a confirmation message.
If you don't have a password, click here , access the re-registration page and fill in your data again, and following you will receive an activation code to re-register your password. |
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8. I don’t remember my password. How do I do to re-register?
Just re-register as indicated in the previous question, and an activation code will be sent to your registered e-mail. With this code you will be able to create your password in the website. |
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9. I don’t remember my Smiles number and I don’t remember my password. May I fill in a new registration?
No. The system will not allow a new registration, once your CPF (Brazilian Individual Taxpayer Number) already exists in the Smiles base. In this case, you shall re-register clicking here. |
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10. I am Brazilian and I don’t have a CPF. How do I do to finish my registration?
If you are Brazilian and don't have a CPF, please get in touch with the Smiles Service Center. |
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SMILES AT GOL
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11. When can I accrue miles on flights operated by GOL?
As from October 16th, 2008, all flights operated by GOL are valid to accrue miles. Just inform your Smiles number at the moment of the reservation and/or check-in. The credit of the miles will happen when the flight is effectively carried out. |
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12. Can I already issue a Smiles Award flying GOL?
In the period between Oct/16 to Nov/15, due to a systemic adaptation, the requirements to issue Smiles Awards will be suspended on VARIG and GOL. Thus, as from November 16th, 2008, your miles can be used to issue a Smiles Award in the entire GOL and VARIG routes.
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13. Can Smiles Miles, accrued until October 15th, 2008 with VARIG, be used on GOL?s flights?
All miles accrued in your Smiles account can be redeemed in air tickets for all routes operated by GOL, as from November 16th. |
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14. Will you issue new cards for those who re-register?
There won't be issuing of physical card. However, when re-registering, it will be possible to print a new electronic card to ease your identification. For special categories, where distinguished service benefit is applied for check-in and access to the Vip Room, the presentation of the impression of your electronic card is mandatory in order to use such benefits |
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15. Which will be the validity of the card?
The blue category will continue without validity, and the other categories, Silver, Gold and Diamond will be valid during the achievement year, plus, 15 months, with termination date always on the month of March of each year. |
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16. When can I accrue miles on flights operated by GOL?
As from October 16 th , 2008 all flights operated by GOL are valid for accruing miles. However, we inform, that the maximum term to visualize the miles credit in your account will be up to 30 days after the flight was carried through. |
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17. When can I issue a Smiles Award flying GOL?
As from November 16th, the issuing requirements can be done via Smiles Service Center or through the Smiles website (www.smiles.com.br). |
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18. Will the miles validity term remain the same?
Yes, the miles validity will remain the same. |
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19. Where can I see my current miles balance?
It is possible to visualize your balance at “My Smiles” (logged area) or through the Smiles Service Center . In order to access this area, just type your Smiles number on the top right corner of the screen and insert your password on the virtual keyboard. |
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20. Will my Smiles number and my password change due to GOL?s entrance?
No, your Smiles number and your password will continue the same.
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21. Will I receive a GOL card?
No. However when re-registering you will receive your new electronic Smiles card. |
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22. My Smiles card has expired. How do I do to accrue miles and issue Smiles Awards in both companies?
The accrual and redemption will occur normally, independently of the card's validity. As from re-registration, you will receive your electronic card, via e-mail, with the new validity respecting the requalification conditions indicated on the explanatory item about category UPGRADE and DOWNGRADE. |
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23. Will transferences resulting from credit cards be also eligible for issuing on GOL?s flights?
Yes. The Smiles Program rules haven't been altered. We have only extended your possibilities to fly. |
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24.I have a credit card in which I automatically gain Smiles Miles when paying the bill. In this case, will these miles be also eligible for issuing on GOL?s flights?
Yes. All miles accrued can be also used to issue Smiles Awards at GOL, as from November 16th |
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25. I travelled with GOL in August and would like to require the accrual of the miles related to this trip. How do I do?
GOL´s flights will start to be eligible for miles accrual on Smiles Program as from October 16th, 2008. Flights carried through before this date will not be considered for accrual. |
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26. I want to issue a Smiles Award on a GOL flight. Which is the miles value I will use?
The Smiles award table for GOL´s flights is the same one used for VARIG . Click here and see the award table . The table may be altered in accordance to offer in force. |
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27.I have a ticked issued with Smiles miles for a VARIG flight. Can I change it for a rout operated by GOL?
Yes. It is necessary to reimburse this ticket, within one year as from the issuing date, pay the administration tax and require a new issuing for any rout operated by GOL or VARIG, since there is seat availability for Smiles. |
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28.Which are the card categories that provide access to the Smiles VIP room?
Participants of GOLD and DIAMOND. |
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29. The participants of GOLD and DIAMOND categories have as one of the benefits the access to Smiles VIP rooms.?
As from October 16th, 2008 the VIP room will be identified as Smiles Vip Room and all Gold and Diamond participants can enjoy this benefit flying GOL or VARIG, even when they are not using the Comfort Class
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30. I am a special category participant (Gold or Diamond) and I am flying GOL. Can I enjoy the excess luggage benefit?
The liberation of 20 kilos of excess baggage and exclusive line for check-in will be benefits extended for Gold and Diamond participants flying GOL or VARIG, as from October 16th, 2008. |
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31. I am a Silver category and I am flying GOL. Do I have the right to liberate excess luggage?
All SILVER category participants can enjoy the benefit up to 10 kilos of excess baggage flying GOL and VARIG, as well as, 25% bonus on the flown distance both on GOL and VARIG. |
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32. I am flying GOL to go and coming back with VARIG. For being a Diamond participant, will I receive double miles on the two flights?
Yes, the accrual of miles credited on your account, according to your card category, will be 100% on the flown distance both on GOL and VARIG . Click here and see all benefits of each category. |
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33. I would like to require a Smiles Ticket from Buenos Aires to Salvador and I want to stop for three days in Rio de Janeiro. How many miles will I use?
Any intermediate stop between the origin point and the destination will be allowed for Smiles Ticket issuing. In order to issue this itinerary, redeeming Smiles miles, three awards will be necessary, totaling 30,000 miles, as described below:
- 10,000 miles for the issuing of a Smiles Ticket from Buenos Aires to Rio de Janeiro
- 10,000 miles for the issuing of a Smiles Ticket from Rio de Janeiro to Salvador
- 10,000 miles for the issuing of a Smiles Ticket from Salvador to Buenos Aires |
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34. I want to travel from Santiago de Chile to Maceió, however there isn’t a direct flight. Will it be possible to issue this Smiles Ticket if I only have 21,000 miles in my account?
Your Smiles Tickets from Maceió to Santiago de Chile and from Santiago de Chile to Maceió can be issued using a total of 20,000 miles, with connection in São Paulo or Rio de Janeiro, with no right to stop in any of the connection points. |
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35. I acquired a ticket for my 5-year old son from Rio de Janeiro to Natal. Am I entitled to miles credit regarding this ticket?
Miles are always credit in the passenger's account. Thus, your son shall be enrolled on Smiles Program. Despite the discount that is conceded for issuing of ticket paid for children younger than 12 years old, the miles credit will be the same of an adult passenger travelling with paid ticket.
In order to know if the used rate is valid for the credit of miles, get in contact with the Smiles Service Center, with the reservation code. |
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36. I want to issue a Smiles Ticket from São Paulo to Manaus for my 8-year old daughter. Which discount will be offered for the issuing of this Ticket?
There will be two Smiles Tickets, of 10,000 miles each. The miles value for the issuing of a Smiles Award for children between 2 and 12 uncompleted years old is the same as an adult passenger travelling with miles.
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37. I have a trip scheduled from Brasília to Teresina. As there isn’t a direct flight, there will be a flight change in Rio de Janeiro. Will the miles credit be per flown leg?
Yes, the miles credit will be by flown leg. Each flight of the itinerary will be credited individually and not according to origin - destination. |
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38. Is the Voe Fácil (Fly Easy) card a mileage one?
No. It is a financing card for ticket purchase. |
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39. What is Smiles and Money?
It is a concept that allows purchases with the following payment conditions: miles + cash. |
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| SMILES PASSWORD |
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40. How do I do to obtain a new Smiles password?
If you forgot or lost your password, you can obtain a new one through the icon Smiles Password at the home of the Smiles website, www.smiles.com.br. |
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41.I typed my password wrongly and it was blocked. How do I do to unblock it? Is it necessary to require a new password?
Aiming at the security of your account, you have 03 attempts to type your password correctly. In case the system doesn't identify the password registered, it will be automatically blocked. In this case, it is not necessary to require a new password. Only get in contact with the Smiles Service Center . We remember that this proceeding shall be carried out only by the account holder. |
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| DATA UPDATING |
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42. How do I do to update my registration data?
You can alter your registration data such as address, contacts, e-mail and identity documents through the section My Smiles, upon information of your Smiles number and password. Just click on the option Alteração de Dados do Usuário (User´s Data Alteration). You can also require the alteration through the Smiles Service Center. |
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43. How do I do to update my registration data if I have forgotten my password?
It can be required through the website www.smiles.com.br in the option to require password or through the Smiles Service Center which will request the delivery of legible copies of your identification document with photo and CPF (Individual Taxpayer Number) for Brazilian citizens, as well as, residence proof. |
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44. The name registered in my Smiles card is incorrect or incomplete. How do I do to correct it and receive a new card?
Please, get in contact with the Smiles Service Center. |
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| MILES ACCRUAL |
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45. How can I verify the balance of my Smiles account?
In the section My Smiles of the website www.smiles.com.br you will find the option Extrato (Statement) – on it you can follow the balance and movement of your account. The consultation can also be done by telephone, through the electronic service of the Smiles Service Center , typing the option Saldo (Balance). We remind you that these accesses are only allowed after the validation of the Smiles card number and password. |
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46. Which tickets are eligible to miles accrual on the Smiles Program?
The BILHETE SMILES (SMILES TICKET), the BILHETE SMILES ANY DAY (SMILES ANY DAY TICKET), and discounted rates ( click here to identify them) don't accrue miles.
However, the UPGRADE SMILES award (usage of the Comfort Class as from the purchase of a ticket in eligible economic class, click here ) allows the credit of the miles of the flown leg, plus 25% of bonus by the Comfort Class. |
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47. When checking my statement, I verified that some flights were not accrued correctly in my Smiles account. How do I do to regularize these credits?
Credits regarding trips on VARIG and GOL* flights can be regularized by accessing the icon Solicitação de Crédito de Milhas - vôos (Requirement of Miles – flights Credit) on the homepage of the website www.smiles.com.br or through the option Crédito de Vôos (Credit of Flights) within the Products and Services area . It can also be required though a Smiles Service Center . Have in hands the flight number, flown class, trip date and reservation localizer or Ticket number.
We remind you that the term to require credits is 06 months as the flight date and will be only valid for miles accrual, flights carried through after the enrollment in the Smiles Program. Some flights present restrictions for miles accrual, according to route, class, rate and/or company. For more information, get in contact with the Smiles Service Center .
The confirmation of miles accrual may be verified in your next statement sent within the Newsletter sent via e-mail or in the website www.smiles.com.br by accessing the section My Smiles.
* as from October 16th, 2008 |
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48. I used the service of one of the non-air partners and in the occasion I forgot to present my Smiles Card. Can I still accrue these miles?
The term to require miles retroactive credit is up to 06 months, counting as from the usage/acquisition date of the service/product. Within this term, you can require the credit of these miles through the icon Solicitação de Crédito de Milhas - parceiros (Requirement of Miles Credit - partners) or option Crédito de Parceiros (Partners Credit) on the Products and Services area, available at the website www.smiles.com.br. In case you prefer, you can get in contact with the Smiles Service Center to require these miles.
For requirements related to partners, it will be necessary to send a copy of the service usage receipt for the Smiles Service Center .
We remind you that only products and services acquired after your enrollment in the Smiles Program will be considered. |
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49. I verified there is divergence on expenses with my credit card and the quantity of miles accrued. How can I know the calculation?
In the section Ganhe Milhas (Earn Miles), localized in the homepage of the website www.smiles.com.br, the Partners Table is available, where you will find information on the awards of each credit card. In order to obtain more detailed information about the conversion carried out, it will be necessary to get in contact directly with your credit card administrator. |
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50. I have miles resulting from credits carried out by the Administrator in my credit car. Can I require that these miles are returned for the Administrator?
After the conversion of the expenses carried through with the credit card, the miles accrued in your account can't have the operation reverted and these miles are available for the redemption of Smiles Awards, in accordance to the Rules
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| MILES TRANSFERENCE |
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51. Can I transfer my miles for the Account of another participant and redeem a Smiles Award?
The transference of miles among Smiles Accounts isn't allowed. |
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| RESERVATIONS AND REDEMPTIONS |
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52. What is a Smiles Ticket?
It is one of the products offered in exchange of accrued miles. Click here and know the Award Table
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53. Which information is necessary to require a reservation?
For reservation: Smiles number, name, telephone, electronic address (e-mail) and identification document of the passenger. In Brazil, the document can be the ID card, professional class document or public department document or even passport. In other countries, the necessary document is the passport or the identification card issued by the country where the participant is resident.
Important: the reservation will be carried through since the Smiles account presents enough miles balance for the reservation and for the Smiles Award redemption. |
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54. How shall I proceed to redeem a Smiles Award, using my account miles?
The Award redemptions may be required through the website www.smiles.com.br, Service Center or VARIG and GOL shops.
Through the website www.smiles.com.br: in the icon Bilhete On-line (On-line Ticket), it is possible to require Smiles Ticket redemptions for VARIG and GOL flights, since identified by the Smiles number and Password.
Click here to check the necessary proceedings and documentation for redemptions through Service Center and VARIG and GOL shops channels.
Reminder: In order to redeem a Smiles Award it is necessary that the participant has enough miles balance for its redemption. Click here and know the Smiles Awards Table. |
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55. May I redeem a Smiles Ticket with open dates and flights?
No. The Smiles Ticket redemption can only be done upon confirmed reservation
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56. May I use my miles to redeem a Smiles Award on behalf of my relatives and/or friends?
Yes, you may require the award for whoever you wish, through the Smiles Service Center , the Smiles website or directly in a GOL or VARIG shop.
The departure tax and other taxes shall be paid at the moment the Smiles Award is redeemed and will be debited in the credit card.
We remind you that the Smiles Award redemption for third parties in a GOL or VARIG shop will only be effective when required personally by the account holder, presenting the following documents:
- Smiles Card.
- Original of an identification document (ID card, passport or a document issued by a public department). |
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| AWARD ALTERATIONS |
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57. Which alterations may I do in a Smiles Award not used yet? Is there any tax for this service?
Provided the award is within its validity (one year as from its redemption date), you may alter the date, flight and/or route or even require the award redemption, upon payment of administration tax of U$25.00 (twenty five American dollars equivalent in local currency) . We remind you that, in case of reimbursement, only valid miles will return for the Smiles Account.
For Smiles Tickets: Alterations of route/flight/date or reimbursement will be carried out upon payment of administration tax of U$25.00 (twenty five American Dollars equivalent in local currency) per ticket.
For Smiles Upgrades: Date, flight or route change and reimbursement – will be considered the applicable fines and restrictions to the air ticket in economic class related to the Smiles Upgrade.
Only reimbursement of the Upgrade Award – it is necessary to pay the administration tax of U$25.00 (twenty five American dollars equivalent in local currency) . In order to verify the validity of the miles used in your Smiles Upgrade, check the Smiles Service Center .
Check all conditions and proceedings for alterations of Smiles Awards in the Program Rules. |
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| MILES VALIDITY |
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58. Do Smiles miles have validity?
es. Since Jan/01/06, miles are valid for 03 complete years, as from the accrual month, always expiring in the month or enrollment in the Program. |
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59. Is it possible to revalidate the miles that are expiring in my account?
According to the Smiles Program Rule it is not possible to revalidate miles |
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60. In case the Smiles account holder dies, may the miles be transferred for the account of another Smiles Participant?
According to the Program Rules, the Smiles Account will be ended and the respective miles will be canceled. |
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| CARD UPGRADE |
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61. I have already accrued more than 150,000 miles since my enrolment and I continue with the Blue Smiles card. Shouldn’t I have already received the Diamond card?
For the card category change, the quantity of legs or miles effectively flown with GOL and VARIG is considered, in the period of 12 consecutive months, except the current month. Miles resulting form bonus, promotions, acquisition of products or services of our non-air partners aren't valid for card category change. |
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62. How do the category upgrade and the downgrade happen?
• The special categories of the Smiles card are achieved when the participant, in the last 12 months, accrued the specific value of miles flown or the quantity of legs necessary for Silver , Gold and Diamond classification, through routes operated by GOL and VARIG. At the accrual moment, the participant will receive his/her electronic card via e-mail. Click here to know the upgrade table of the Smiles category .
• In the achievement of special categories, the participant will start to enjoy benefits and easiness in his/her trips. Know the benefits of each category by clicking here .
• The requalification action happens annually, in March. The participant that hasn't accrued miles, during the last civil year, due to flight or quantity of legs necessary for the permanence in the current card category, will be classified in the immediately lower category and will receive his/her electronic card via e-mail in his/her new category (Downgrade) .
Miles accrued through the acquisition of services and products of partners, as well as bonuses, aren't considered for the classification of Smiles card levels.
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