Frequently Asked Questions (FAQ)

Principal Cardholders of all DBS Credit Cards, its Co-branded Cards (who have chosen "DBS$ Redemption Scheme" under the DBS Credit Card DBS$ Reward Scheme) and DBS COMPASS VISA (excluding Private Label Cards and Business Cards) issued by DBS Bank (Hong Kong) Limited are eligible to redeem with iGO Rewards provided you meet the minimum of DBS$0 or $0 COMPASS Dollar plus a mandatory Booking Administration Fee of HKD50 per booking transaction. For details, please visit http://go.dbs.com/hk-iGO-en.

With iGO Rewards, you can book travel for anyone, as long as you are the Principal Cardholder of eligible DBS Credit Card.

Yes. To complete each booking transaction, you are required to use an eligible DBS credit card to settle the payment by DBS$ or COMPASS DOLLARS, DBS$ or COMPASS DOLLARS and Cash (in Hong Kong Dollars, or Cash (in Hong Kong Dollars).

To switch to another DBS Credit Card during booking process, please click ‘Return to DBS’ in the user menu on the top left of the home page to go back to DBS Card+ Website to start again with your preferred card.

No. iGO Rewards Travel Services Centre takes booking changes and cancellations only.

Within your booking, each adult is allowed to travel with up to 3 children and 1 infant, and a maximum 8 travellers per booking. You can make as many bookings as you wish with an eligible DBS credit card and a mandatory Booking Administration Fee of HKD50 per booking transaction is required.

If 'Package is selected in the search panel on the home page, this will return flight results followed by hotel results for the same date (or the date you have selected as part of your stay) and it allows you to book both flight and hotel room night as a package in the same booking transaction. A Booking Administration Fee of HKD50 will be charged.

Multiple stopover flight booking is available at iGO Rewards by using the ‘Multi-City’ Flight search option. Up to 6 flights are allowed in each multi-city flight booking.

Flight - - The majority of international flight bookings can be booked for travel a minimum of one day in advance of the departure date but this varies slightly by airline. In the meantime, for multiple stopover flight, it may require up to five days in advance.
Hotel - You can usually book hotel accommodation for check in within the same day but this varies by hotel.

Booking flights on iGO Rewards website is easy! Simply follow the steps in sequence to complete your booking.

1. Select the 'Flights' button in the search panel on the top left of the home page.
2. Complete your required itinerary which includes type of fares (one-way or return), destination, dates of travel and number of people travelling.
3. The next page will provide you with a range of fares and flights from a wide variety of airlines. You can filter and sort your search results by price, departure time, landing time, airline and number of stops.
4. Baggage information for each airline and flight details can be viewed from the respective links in each flight result.
5. A breakdown of base fare, taxes and charges and the equivalent Hong Kong dollar value per flight ticket can be viewed by clicking on the “View Price Detail” section. Select your flights and enter the passenger(s) name(s),and complete the traveller information section. Complete the payment section by moving the Payment Slider to select the amount of DBS$ or COMPASS Dollar to use and the Hong Kong dollar value will be automatically calculated in the box below.
6. Complete your credit card details with the same DBS Credit Card that is linked to the account that is logged in.
7. Accept the terms and conditions and privacy policy and submit.
8. Your Booking Reference Number will appear on the booking confirmation page and a confirmation email will be sent to the email address you provided during booking. You will also be emailed your flight e- ticket.

Booking hotels online with iGO Rewards website is easy! Simply follow the steps in sequence to complete your booking.

1. Select the ‘Hotels’ button in the search panel on the top left of the home page.
2. Complete your required itinerary which includes destination, dates of travel, number of rooms required, and number of people travelling.
3. The next page will provide you with a range of hotels and rooms to select. You can filter and sort your search results by price, neighbourhoods, amenities, hotel name and star rating.
4. A breakdown of room rate, taxes and charges and the equivalent Hong Kong dollar value per room can be viewed by clicking the “View Price Detail” section.Select your hotel and view further details.
5. Select a room type and complete the traveller information section. Complete the payment section by moving the Payment Slider to select the amount of DBS$ or COMPASS Dollar to use and the Hong Kong dollar value will be automatically calculated in the box below.
6. Complete your credit card details with the same DBS Credit Card that is linked to the account that is logged in.
7. Accept the terms and conditions and privacy policy and submit.
8. Your Booking Reference Number will appear on the booking confirmation page and a confirmation email will be sent to the email address you provided during booking with your hotel e-voucher.

Yes. On the payment page you can select the amount of DBS$ or COMPASS Dollar you want to use by moving the Payment Slider from left to right. This will automatically calculate the amount of Hong Kong dollars that will be due. The amount due in Hong Kong dollars must be payable by the same DBS Credit Card you signed in with which will also be validated at the time of payment to verify identity and authenticate the transaction. There is no minimum of DBS$or COMPASS Dollar required to complete each booking.

You can complete your iGo Rewards Booking and choose to settle your whole payment by Cash in Hong Kong Dollars with the eligible DBS Credit Card.

iGO Rewards is equipped with a secure payment gateway, and will initiate a 3D secure fraud protection verification (Mastercard SecureCode, VISA Verified by VISA, or American Express SafeKey) as part of the online booking process. A One-Time Password (OTP) will be sent to the Principal Cardholder’s mobile phone and this OTP will be used to verify the Cardholder’s identity and authenticate the transaction during the booking process.

A non-refundable Booking Administration Fee of HKD50 will be added to each booking transaction. This fee can only be paid using the same DBS Credit Card you signed in with.

iGO Rewards allows you to redeem your DBS$ or COMPASS Dollar combined with a pay element (charged to the same DBS Credit Card you signed in with) to pay, or Cash in Hong Kong Dollars by the eligible DBS credit card for your travel booking.

All DBS Credit Card are accepted for payments by the iGO Rewards Travel Services Centre. DBS$ or COMPASS Dollar redemption cannot be supported through the Travel Services Centre.

iGO Rewards Travel Services Centre is open from Monday to Saturday 9am – 7pmHong Kong time, excluding Sundays and Public Holidays. You can leave your inquiry outside of service hours via voice message or email to cs@iGOrewards.com.hk. Our Travel consultants will reply in the next business day.

If you have successfully made a booking and see the booking confirmation page and Booking Reference Number on screen but do not receive an email confirmation within the next 2 hours, or your e-ticket or e-voucher in the next 24-48 hours, your email could be caught in an aggressive spam filter. Please check your spam folder. If you are still unable to locate the confirmation email / e-ticket / and vouchers, please call the iGO Rewards Travel Services Centre on 3163 0303 during service hours.
If you have submitted a booking but do not see the confirmation page, please call the iGO Rewards Travel Services Centre on 3163 0303 during service hours.

You can go to ‘My Bookings’ in the user menu on the the header on iGO Rewards website to re-print your itinerary and hotel voucher. To obtain a copy of your e-ticket, please call the iGO Rewards Travel Services Centre on 3163 0303.

Upon successful redemption, please click 'Return to DBS' in the user menu on the left hand side of the header on iGO Rewards website to go back to DBS Card+ website for updated DBS$ or COMPASS Dollar balance.

Yes. The Hong Kong dollar component in a booking paid by DBS Credit Card is eligible to earn DBS$ or COMPASS Dollar.

Air miles and frequent flyer points can be earned from eligible flight tickets if you are a member of the relevant program. You can earn the air miles and frequent flyer points when you check-in for your flights or hotels.

All amendments and cancellations to flights can be made via the iGO Rewards Travel Services Centre on 3163 0303 or cs@iGOrewards.com.hk by email.
If you require an urgent change to your flight outside of the iGO Rewards Travel Services Centre’s service hours, please contact the airline directly.
Special note: Amendments and cancellations are subject to the conditions associated with the fare type purchased. Some fares do not permit cancellations or routing changes.

All amendments and cancellations to hotel can be made via the iGO Rewards Travel Services Centre on 3163 0303 or cs@iGOrewards.com.hk by email.
To change or cancel your online hotel booking (including a change to your check-in time, date, or requesting a late arrival) within 48 hours of the check-in time, please follow the instructions on your e-voucher regarding the most suitable contact number and call the hotel directly.

Amendment and cancellation fees can vary by supplier and will be advised by your travel consultant of Travel Services Centre at the time of your request. In addition to the supplier’s amendment or cancellation charge, an iGO Rewards Amendment / Cancellation Fee of HKD275 will be charged per request. The DBS$ or COMPASS Dollar and Hong Kong dollar component used in original booking will be used to offset 1) Supplier’s amendment & cancellation charge (if applicable) and 2) iGO Rewards Amendment / Cancellation Fee. Please note that it is possible that total amendment or cancellation fees could exceed the cost of the original booking.

When a booking is cancelled, the DBS$ or COMPASS Dollar, less any applicable Cancellation Fees, will be held in credit by iGO Rewards for you to make another new booking. These DBS$ or COMPASS Dollar must be used for one new booking via iGO Rewards Travel Services Centre within 12 months from the date of cancellation, failing which it will be forfeited.
The Hong Kong dollar component, less any applicable Cancellation fees, will be refunded to the DBS Credit Card account that was used at the time of booking. The Booking Administration Fee of original booking is non-refundable.

No refund or credit of DBS$ or COMPASS Dollar will be reimbursed if the booking is not used.

If you have special needs, please call the iGO Rewards Travel Services Centre to discuss your needs and satisfy yourself before proceeding with your booking online (please note that bookings cannot be made via the Travel Services Centre). iGO Rewards Travel Services Centre can be contacted via phone on 3163 0303.

Typically, special service requests include:

• Passengers who require mobility assistance to board/disembark the plane
• Passengers who have had surgery recently
• Passengers who have a medical condition
• Passengers who are travelling with sharp objects i.e. needles and injection pens
• Passengers who have a disability
• Unaccompanied minors (children under 12 years old. Please note some airlines will not allow children to travel unaccompanied)
• Passengers travelling with domestic pets
• Travellers requiring interconnecting rooms
• Travellers requiring a disability fitted room

This website is best viewed with the following supported browser types and versions: Microsoft Edge or above versions, Firefox (latest non beta version), Chrome (latest non beta version).
For compatible browsers like the Safari Desktop (latest version), some features may not be available and / or presentation may be less than optimal, however eligible cardholders will still be able to complete a booking.

No, promotional code is only valid in the process of booking. A promotional code cannot be applied to a booking after the transaction has been completed.

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Each airline has its own baggage information and can be review at airline official websites. Besides, different the class fare also obtain different baggage information, please review the baggage information in the flight details information box.

Low Cost Carriers, also known as discount or budget carriers, are the airlines that typically offer lower fares, a basic service and air tickets are often non-refundable. Example of Low Cost Carriers currently available on the iGO Rewards are HK Express Airways, Jetstar Asia Airways, Jeju Air, Jin Air and Blue1, and continues to add new partners.

The amount of checked baggage included in a selected fare will vary depending on the rules of that carrier. For more information, you are review on the details box of the selected fare or please visit the official website of the respective airline.

Purchase of checked baggage allowance is not available on iGO Rewards. If you would like to book additional baggage allowance, please contact the Travel Services Centre at 3163 0303 during service hours or respective airlines directly.