FAQ

1. About the program. Registration.

  1. What is the «Belavia Leader» program?

    «Belavia Leader» is a loyalty program, that allows its members to collect points for Belavia scheduled flights and using partner services, to spend earned points for award tickets.

  2. How can I become a member?

    You need to fill out the registration form on the airline's website, after that you will be assigned the member ID. Provide this number when purchasing tickets or checking in for a flight.

  3. Can a child participate in the «Belavia Leader» program?

    Yes, it can. Any passenger 2 years of age and older can become a member of the «Belavia Leader».

  4. I must specify the validity period of passport during the registration but my passport has no expiration date.

    You can add ten years to the date of issuance or indicate another arbitrary date.

  5. I did not receive the member ID and password after registering.

    Please contact the support service of the «Belavia Leader» program by phone (+375 17) 220 20 80 or e-mail leader@belavia.by. Please also note that a letter can get sometimes into the folder "Unwanted emails".

2. Personal account.

  1. How to log into the personal account?

    To log into personal account click the "Log in" (the image of a gray man) in the upper-right corner on the website. You need to enter the member ID (11 digits), password.

  2. I forgot the member ID.

    To restore the member ID you can contact the support service of the «Belavia Leader» program by phone (+375 17) 220 20 80 or e-mail leader@belavia.by. Please inform your first/last name and date of birth.

  3. I forgot my password.

    You can use the "Forgot password" when logging into your account. After answering the confidential question (or a number of other questions if you generate a password for the first time), the password will be sent to the e-mail specified in the profile. If you do not remember the answer, please contact the «Belavia Leader» support service by phone (+375 17) 220 20 80 or e-mail leader@belavia.by.

  4. I cannot remember the answer to the confidential question.

    Please contact the support service of the «Belavia Leader» program by phone (+375 17) 220 20 80 or e-mail leader@belavia.by.

  5. I cannot log into my account after entering member ID, password.

    Perhaps, the data you entered was incorrect. Please check your member ID and password. We recommend using "Forgot password" when logging into your personal account.

  6. How to change personal data (phone number, postal address, passport data, e-mail, etc.)?

    Changes to personal data (except for first/last name and date of birth) could be made in the personal account in the section "Profile".

  7. How to change first/last name?

    To change your first/last name you need to send to leader@belavia.by:

    • application for changing personal data;
    • scan/photo of the current passport;
    • scan/photo of supporting documents (certificate of marriage / divorce or certificate of change of surname/name, etc.).
  8. How to check balance?

    To view information about credited points, you must choose the reporting period in the section "Balance" and click the "Select".

3. Member’s Card.

  1. How to get a member’s plastic card?

    A classic-level plastic card is optional. For earning points you should provide your member ID when you purchase a ticket or check in for a flight. However, if you wish to receive a card, please let the program staff know by phone (+375 17) 220 20 80 or e-mail leader@belavia.by. Three flight segments or 1500 points must be credited on your balance.

    Elite member’s cards are made automatically and transferred in accordance with the desired way of receiving, that specified in the profile. If you want to change the way, please notify the «Belavia Leader» support service in advance.

  2. I lost / didn't get my member’s card.

    You need to fill out an application and send it to our e-mail address leader@belavia.by. It’s free of charge once a year.

    In case the card is lost or damaged for the second time during one calendar year, a new card will be made and sent to the member after paying fee EUR20.

4. Earning points.

  1. How to earn points?

    To earn points, you need:

    • become a member of the program;
    • read the rules for earning points;
    • be sure to provide your member ID when purchasing a ticket or checking in for a flight;
    • make sure that the passenger's data in a ticket matches the personal data in the profile;
    • make a flight.

    If these conditions are completed, points are credited automatically within 4-5 days after the flight.

  2. How can I add flights that were made before registration?

    You can add information about flights in your personal account in the section "Balance", using the link "Add information about unaccounted flights". You can add flights, that have been completed no more than 6 months ago.

  3. How do I find out which flights are credited to my balance?

    You can find out the quantity of credited points and view information about flights that were taken in your personal account in the section "Balance".

  4. What if points were not credited automatically?

    You can add information about such flight in your personal account in the section "Balance" using the link "Add information about unaccounted flights" after 14 days from the date of the flight. You can add flights, that have been completed no more than 6 months ago.

  5. There is no information required to fill out the form about an unaccounted flight.

    When adding information about unaccounted flight, you must specify the correct flight number, departure/arrival airports and date. If you have not saved the ticket number, you can insert any thirteen units. You can also select any letter in the "Booking Class" section.

    If you don't remember the exact date or the flight number, we recommend ordering a flight certificate. More.

    Please note, that the Belavia does not guarantee that points will be credited if the provided data is incorrect.

  6. Time for processing information about unaccounted flights.

    Processing information about unaccounted flights takes 4-5 weeks.

  7. Can I earn points for flights of my family members, friends, colleagues, etc.?

    According to the rules, membership in the program is individual for each passenger. It means that you can only earn points for your personal flights.

  8. How can I add points for сharter flights?

    Charter flights are not counted in the program.

  9. Can I add information about flights on other airlines?

    Points could only be credited for Belavia scheduled flights.

  10. How are points for jointly operated flights credited?

    Points are credited only if a ticket is issued for the quota of Belavia (the carrier code in the booking and ticket is B2) and the direction is indicated in the accrual table.

  11. What are qualifying and non-qualifying points?

    Qualifying points are awarded to a member for completed flight.

    Non-qualifying points are awarded to a member, such as bonuses for elite members, points for using the services of our partners, and so on.

    Only the qualifying points are counted for an elite level.

    It doesn't matter for an award issuing what type of points you have earned. You can use the total amount.

  12. Do points expire?

    If you haven’t flight activity within 2 calendar years, the points collected before this period will expire and cannot be restored.

  13. How else can I earn points in the «Belavia Leader» program?

    By making purchases and using the services of our partners. You can find the list of partners and conditions for receiving points here.

5. Spending Points.

  1. What can I spend points on?

    The points can be used to purchase a ticket or upgrade service class from economy to business. You can find out the quantity of required points and the conditions for awarding rewards here.

  2. How to pay with points partially?

    Partial payment with points is not possible.

  3. How can I purchase points?

    Points cannot be purchased.

  4. How to transfer points from one account to another?

    You can't transfer points from one account to another.

  5. How to issue an award ticket?

    You can issue an award ticket on the airline's website. To do this, first log into your personal account, select the route and date, click “Redeem Points”.

    It is also possible to issue an award ticket at Belavia ticket offices and representative offices abroad.

    Please note that airport charges may apply. Payment of fees with points is not allowed.

  6. Can I issue a ticket for another passenger using my points?

    If you are a member of the classic level, you can only use your points for another passenger under the following conditions: you travel together with this passenger and you have a joint booking (you also issue a ticket for points on the same route, date, flight).

    You cannot purchase a ticket for another passenger if you do not fly with him or if you book a ticket for yourself at a different fare (not an award one) and you have separate reservations.

    If you are a member of an elite level, you can freely use your points to issue a ticket to any passenger.

  7. How to upgrade your service class for points?

    You can upgrade your service class from economy to business if the following conditions are completed:

    • you have a confirmed and paid economy class ticket issued on the letterhead of Belavia;
    • booking class in the paid ticket – M or Y (fare brand Economy Flex);
    • the ticket must contain flight segments only for Belavia (the carrier code in the ticket is B2).

    To apply for an upgrade, you need to fill out an application and send it to leader@belavia.by. Please, contact us no later than 3 days before departure.

  8. Can I use points for payment additional services (baggage, seat selection, etc.)?

    You can only use your points to purchase an award ticket or upgrade your service class.

6. Award Ticket.

  1. How to change the departure date in the award ticket?

    You can change the departure date within the validity period of the ticket (within 1 year from the date of issuing):

    • before departure - with 20EUR penalty;
    • after departure - with 50EUR penalty.

    You can change the departure date at the place where you purchased the ticket. If the ticket was purchased on the Belavia’s website, you must send a request to support@belavia.by.

  2. How to change the route in the award ticket?

    You cannot change the route in the award ticket.

  3. Can I refund my award ticket?

    Refund of a ticket issued for points is forbidden. The points used for issuing an award ticket cannot be returned to the balance.

  4. Will the points used for upgrade be refunded if the ticket is returned?

    When refunding a ticket issued with the award service class upgrade, the amount paid at the fare less penalties and duties for the refund (if these are provided for by the paid fare) is to be returned to the member. Points used for issuing the award service class upgrade are not returned to the member's account.

  5. Is sports equipment included in the award ticket?

    The award ticket include free transportation of one set of sports equipment in accordance with the airline's rules for carrying sports equipment. More.

  6. Is baggage included in the award ticket?

    1 piece of check-in baggage weighing up to 23 kg and 1 piece of cabin baggage weighing up to 10 kg are available for free for the economy class award ticket.

    2 pieces of check-in baggage each weighing up to 32 kg and 2 pieces of cabin baggage each weighing up to 10 kg are available for free for the business class award ticket.

    For more information about the baggage allowance established by the airline please click here.

7. Partnership.

  1. What are the partner programs?

    You can find out about the opportunities and conditions for using partner services here.

  2. When are points for using the partners services credited?

    Points are credited in the month following the month of purchase/use of the service. As a rule, points are credited before the 10th day of each month.

  3. Why aren't points credited?

    Points are credited automatically only if the member ID was specified during the registration of the service/purchase. If the points aren’t credited, please contact the partner's support service or send confirmation of payment for the service/purchase to leader@belavia.by.

8. Elite Levels.

  1. How to become a member of the elite level?

    To become a silver level member you must complete 30 or more flights on Belavia flights, for which points are awarded, or collect 20,000 or more qualifying points (within one calendar year – from January, 1 to December, 31).

    To become a gold level member you must complete 60 or more flights on Belavia flights, for which points are awarded, or collect 40,000 or more qualifying points (within one calendar year – from January, 1 to December, 31).

  2. Will the segment (flight) performed on award ticket be considered for obtaining the elite level?

    A segments/points for award ticket is not counted.

  3. How long is an elite level card valid?

    Elite status is assigned to a member after the necessary conditions are completed and is valid until the end of the next year. The card's validity period is indicated on the member card. If you confirm the level, you will be issued a card with a new expiration date.

  4. How to maintain your elite level?

    To maintain the silver level in the program a member must complete 30 flights (or earn 20,000 qualifying points) within one calendar year (from January, 1 to December, 31).

    To maintain the gold level in the program a member must complete 60 flights (or earn 40,000 qualifying points) within one calendar year (from January, 1 to December, 31).

  5. If there are not enough segments/points to get/confirm the elite level.

    The only condition for obtaining or maintaining elite status is to complete the required number of flights (30 for silver and 60 for gold) or to collect the required number of qualification points (20,000 for silver and 40,000 for gold) within one calendar year (from January, 1 to December, 31).

    If the specified conditions are not completed, the status cannot be received in any other way.

  6. What privileges does the elite level provide?

    You can find a list of privileges that are provided to elite members here. Please read the terms and conditions of receiving privileges carefully.

  7. What is required for registration of a silver level card for the spouse of a gold level member?

    To issue a silver level card for the spouse you must provide the necessary documents:

    • Application form of the golden level member;
    • A copy of the marriage certificate.

    You can send these documents to leader@belavia.by.

  8. How to use the privilege of upgrading the service class from economy to business for a gold level member?

    Upgrade can only be provided at the airport check-in desk. To do this you must present a valid plastic card of the gold level member.

    Please note that this privilege is not guaranteed. The decision to upgrade the service class is made by the airline representative at the check-in desk, based on the analysis of the situation on the flight and the availability of opportunities.

    The privilege is not granted for flights with tickets issued in booking classes A and W, service tickets, award tickets (issued for «Belavia Leader» points) and tickets issued with discounts (except for children's discounts).