What is the maximum number of tickets I can book?

A maximum of 9 tickets can be booked at one time. If you need to book for more than 9 travelers, you will have to repeat the booking process for the additional travelers. Please note that some airlines do not allow booking for more than 4 passengers (adult + children) at one time.

Can I book tickets for infants on EBL SKYCOINS?

Yes, you can book for one infant per adult with your EBL SKYCOINS. The age of the infant must be below 24 months 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. Make sure you carry valid proof of age documents of the infant at the time of check-in. The infant is not awarded a seat on the flight and has to travel with the accompanying adult.

I’ve booked my tickets but now need to add my child’s tickets to my booking. How do I proceed for this?

In this case, you would need to contact your airline directly to book tickets for your child.

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 based on availability of the seats on the particular flight. There are always chances that the seats selected by you may get sold till 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 to go ahead with the booking or refresh the search.

Do I need to confirm my flight reservation before I fly?

No, you do not need to. However if you wish, you may contact the airline directly.

How do I confirm special services like seats/meals, wheelchair, bassinets etc.?

EBL SKYCOINS does not do a pre–seating or confirm meals. You will have to call the airline directly for any seat or meal requirements or any special services. 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 get my e–ticket details?

We will send your e–ticket details to the registered e-mail address.

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

Yes, you have to. Some airports do not allow you to enter without a printout of your e–ticket, so be sure to carry one with you. If you have forgotten to carry your e–ticket printout, you can contact the airline ticketing counters at the airport to issue a duplicate itinerary receipt.

How do I find out my baggage limit?

Please contact the airline directly or visit the airline’s website for accurate details regarding baggage limits as rules vary from time to time without any prior notice.

I misspelled my name while booking a ticket. How do I get it changed?

You can call the airline directly to check whether they allow it. However, if the airline does not allow it, you will have to cancel and re-book the ticket. Normal amendment charges apply in such cases. Certain airlines do not even allow a re-issue of ticket on such occasions and a new ticket has to be issued. EBL SKYCOINS will not entertain any refund of EBL SKYCOINS in such cases.

Is it possible to book tickets for another person through my account?

Yes. Just enter the details of the passengers you want to book for when you are asked to enter traveler details at the time of booking.

Can I enter my Frequent Flyer number at the time of booking?

Currently we do not take the Frequent Flyer number. However, you can provide your Frequent Flyer number at the airline counter at the time of check-in if the airline allows to do so.

Do I have to pay anything extra at the airport?

Normally, all taxes for the airport are collected on the ticket at the time of booking itself. However, many airports do collect development fees/taxes at the time of departure. Please check with the respective airline before you travel.

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 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.

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

We are really sorry for the inconvenience. Please let us know about the issue as soon as possible by mailing to cardsteam@ebl-com.bd We suggest you do not attempt booking again as you may end up getting charged twice.

How do I get the booking confirmation?

We will send you confirmation through email and SMS to the registered email address and mobile number.

Can I get my seats assigned post my booking confirmation?

EBL does not offer pre–seating. Some airlines will confirm your seat assignments, their rules for doing so may vary. You need to call your airline directly to check whether you get to choose your seat.

I did not get the e-ticket no. in the confirmation received from EBL SKYCOINS?

Please call our Contact Center to describe your issue and we will take care of the issue within the shortest possible time.

How can I get the Boarding pass?

You will need to show your e–ticket at the check–in counter of the airline you booked for travel. The airline representative will issue your boarding pass at that time.

Do I have to show an ID proof at time of check – in?

Yes, your Photo ID proof may be checked by airline authorities. It is strongly recommended that you carry a government-issued Photo ID with you during your journey.

The flight I booked was cancelled by airline, how do I get my EBL SKYCOINS back?

You are entitled to a full refund if airline cancels the flight. Please let us know by sending an email to cardsteam@ebl-com.bd along with your Member ID and booking reference number. Please mention about your flight cancellation. After verification, we will make sure that you get a full refund. Refund of EBL SKYCOINS will be done based on EBL SKYCOINS Terms and Conditions.

What are cancellation and amendment charges?

Amendment charges totally depend on the airline, sector, class of booking, and time of amendments. You can check fare rules online, mentioned on the booking page for further details. You can always log in to your EBL SKYCOINS Account and check the details on Manage Booking section.

Please note: Along with charges levied by airlines and the difference in fare, EBL additionally charges 2,000 EBL SKYCOINS per passenger.

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

We will send you confirmation through Email and an SMS along with the Hotel Voucher.

Do I need to confirm my booking with the Hotel?

No, you don’t need to. 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?

Please check for confirmation on your email and SMS. If you do not see anything there for 30 minutes, please send an email mentioning your membership ID to cardsteam@ebl-bd.com with your error screenshot.

What is the Hotel Check-In Time and Check-Out Time?

Please check with your specific hotel details for its exact check–in time and check-out time.

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 children get to free stay?

When making your booking, please select the number of children traveling with you from the ‘Children’ drop–down box. If you select just 1 child, our search will give you the price of a double room with child, not including an extra bed. If you want an extra bed in the room, you need to increase the number of guests in your search. If you have any doubts, please check directly with your hotel for the maximum number of children allowed in the room you’ve booked.

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 the time mentioned here can be different from hotel to hotel.

What is cancellation fee for the hotel room cancellation?

For bookings made through EBL SKYCOINS, no cancellations are allowed if done voluntarily by the member.

By when can I cancel my Hotel Booking?

For bookings made through EBL SKYCOINS, no cancellations are allowed if done voluntarily by the member.

How do I modify the Hotel Booking?

You cannot modify your Hotel Booking through Redemption booking. You need to book a new one.

Please note: There will be no refund of EBL SKYCOINS for cancellation of Hotel Booking.

Do I get an immediate booking confirmation?

Once car redemption is made, the confirmation is not immediate. It takes a minimum of 24-48 hours for a confirmation. At times for any reason when your booking is not confirmed yet after 48 hours, please send a mail describing your issue to cardsteam@ebl-bd.com mentioning your membership ID.

Can I change my booking?

Once the car rental booking is done, the existing booking cannot be amended. You need to inform EBL about cancelling the existing one and booking a new one. Here, you will not get any refund for the cancellation of your booking.

Can I cancel my booking?

For bookings made through EBL SKYCOINS, no cancellations are allowed if done voluntarily by the member. Hence no EBL SKYCOINS will be refunded back to the members account. For any reasons not initiated by the member i.e. cancelled by the service provider and/or any other unforeseen circumstances wherein members are denied to enjoy the service, applicable EBL SKYCOINS will be refunded back into the members account subject to the member not being at fault. Refund in this case, may take up to 2 working weeks depending on the situation. This again is as per the discretion of the Eastern Bank PLC.

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

For most car rental 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 EBL SKYCOINS Account?

Yes, as long as the person meet the stipulated requirements. You would need to mention other person’s details while making the reservation.

Does my car rental 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, cross border driving. However, you would be responsible for any ‘extra’ charge applicable at the time of car pick-up, fees for a young/additional driver, one-way fees etc. depending on the service provider.

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.

Do I have to pay any deposit?

May be, it depends on the car rental company. When you pick your car for rental, you may 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 rental 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 (please note that it may take 14 working days for the money to appear into your credit card account again and EBL is not responsible to manage the refund of this money).

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

Your purchased merchandise will be delivered within 2 working weeks (subject to availability of the stock).

What if I want to exchange/upgrade my order?

Once an order has been placed it cannot be exchanged or upgraded.

How will I track my order?

Generally the product is delivered within the specified delivery time. However, to know about your order status, please send us a mail mentioning your membership ID and order number to cardsteam@ebl-bd.com

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

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

1. Collect the product at the courier company.
2. Arrange a delivery according to your convenient date & time. In this case, delivery charges will be levied, which can be paid directly to the delivery service.

If I do not have sufficient EBL SKYCOINS to redeem an item, can I pay the balance by cash/debit card/credit card?

You can only redeem an item using your available EBL SKYCOINS. Payment by cash or any other payment mode other than your EBL SKYCOINS is not applicable for the items listed on Online Shop.

Can I redeem an item listed on Online Shop by contacting EBL Contact Center?

Sorry, this is not possible. You can redeem items listed on Online Shop through the EBL SKYCOINS website only.

Is there a way I can cancel my order?

Once the order is placed, a voluntary cancellation is not permitted. Hence, EBL SKYCOINS will not be refunded for the same. But there are times when a product request is made by you but fails to reach you due to the product being out of stock or any other reason initiated by the merchant. In such cases, your EBL SKYCOINS will be refunded to you.

How will I replace an item which is found faulty or damaged during delivery?

In case the product is received in a damaged condition, please contact us within 24 hours of receiving the same and customer should keep the original packaging. You can call our Contact Center or email to cardsteam@ebl-bd.com with details of damage or fault and proof of damage. The damaged product will be replaced and delivered to you within 1 working week. In the event we do not receive your request within 24 hours, no product replacement will be initiated and there will be no refund of EBL SKYCOINS.

I have redeemed an item on the Online Shop. Will I be assured that the stocks will be available?

The products/merchandise listed on the Online Shop are as per confirmation on availability from the concerned third party merchants. However, at instances where the products are not available with the concerned merchant due to some unforeseen reason, we would refund the EBL SKYCOINS back into your EBL SKYCOINS Account.

I have made an order however I did not receive any e-mail notification of the purchase.

Ideally, an e-mail will be sent as soon as the product is successfully redeemed. However in the event where no e-mail notification is received for 30 minutes and EBL SKYCOINS have been debited, please e-mail us at cardsteam@ebl-bd.com

Will there be any delivery charge or tax for the products?

The cost of shipping and any tax if applicable would be included in the EBL SKYCOINS utilized for redemption and would vary according to the merchandise selected. You should not pay any money to the delivery person upon delivery of the merchandise.

Can I order a product to be shipped to a different location apart from my address?

Yes, this is possible. This would have to be updated under the shipping information details after check out.

How many days will it take to get my Gift Voucher delivered?

Your Gift 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 Gift Voucher?

Once an order has been placed it cannot be exchanged.

What do I do if I have not received the Gift Voucher within 24 hours?

You can mail us at cardsteam@ebl-bd.com mentioning the details and your membership ID.

What if my Gift Voucher lost, stolen, damaged or destroyed?

EBL will not be responsible if a Gift Voucher is lost, stolen, damaged or destroyed and no replacement or refund of EBL SKYCOINS will be provided in any circumstance.

Is there a way I can cancel my order?

Once the Gift Voucher is purchased, a voluntary cancellation is not permitted. Hence, EBL SKYCOINS will not be refunded for the cancellation.