Frequently Asked Questions

General FAQ's about the Rewards Portal

Q1. How do I login to the Rewards portal?

A1. You need to register by following these 3 steps: Step 1: Visit, enter your loyalty CIF Number and mobile number and click 'activate'. Step 2: The website will send you a One-Time-Password (OTP) on your registered mobile number with BankDhofar. This should be the same mobile number you have just entered to activate. Step 3: Enter the OTP in the space provided and click to activate your account. Additionally, you can directly login to the Rewards platform via single sign on through your mobile banking.

Q2. Can I use my BankDhofar Online Banking credentials to transact on Rewards website?

A2. No, you need to separately sign up at Rewards website through the process described above.

Q3. Do I need to register/log-in separately on Rewards website?

A3. Yes, the registration/log-in process on Rewards website is independent of your access to BankDhofar Online Banking.

Q4. Is my e-mail address required for my Rewards account?

A4. It is mandatory to provide your email address and mobile number during the booking process. This helps us to authenticate your identity and send you the relevant communications including your itinerary and receipts of your booking. We also communicate the same to the airline, hotels or the respective service providers should they need to get in touch with you, in case of unforeseen circumstances, such as rescheduling of flight or cancellation, etc.

Q5. When can I start redeeming my Rewards?

A5. You can start redeeming your Rewards as soon as they get credited to your account. You don't need to have any minimum Rewards to start redeeming.

Q6. Where can I find my Rewards Summary?

A6. You can view your 'Rewards' account summary in the My Account section or on the Profile tab on the 'Rewards' website. Additionally, you can also view your account summary in mobile banking portal.

Air Travel

Q7. In which airlines and hotels I can redeem my Rewards?

A7. You can redeem your Rewards at more than 300 airlines and more than 180,000 hotels worldwide. Besides, you can use the Rewards to book Marhaba services, Visa assistance, sports experience, holiday packages, etc.

Q8. Do I have to pay anything for booking the redemption tickets and hotel bookings?

A8. There are no separate redemption charges for redemption of Rewards.

Q9. Can I redeem my Rewards for ticket and hotel booking for my family or friends?

A9. Yes, you can redeem your Rewards for family members and friends.

Q10. How do I know my airline or hotel booking or product purchase was confirmed?

A10. The website generates e-Receipt and e-Ticket and sends the same to your registered email ID. This will also be available in the My Redemption tab. You may click on the same for viewing or you may choose to email the receipt to your email ID. You can also call BankDhofar contact centre on (+968) 24791111 in case you do not receive the e-Ticket within 24 hours of booking/ redemption.

Q11. What if I don't get a confirmation at the time of booking?

A11. If a confirmation page doesn't display once you complete your booking, check your inbox for confirmation under the Redemption section. In case Rewards have been deducted and you cannot see the purchased product, kindly call us on (+968) 24791111 and we will be happy to assist.

Q12. Can I book tickets for infants on Rewards?

A12. Yes, you can book one infant per adult on Rewards. As per airline rules, the age of the infant must be below 24 months as on the date of travel. Please make sure that you carry valid proof-of-age document at the time of check-in. The infant is not awarded a seat on the flight and they have to travel with the accompanying adult.

Q13. What is the maximum number of seats I can book?

A13. A maximum of 9 seats can be booked at one time. If you need to book for more than 9 travellers, you will have to re-start the booking process for the additional travellers. Airline rules apply.

Q14. 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?

A14. Due to the dynamic nature of airline fare feed, it may happen that when you confirm the booking after entering passengers details, the seats at your selected fare are sold out leading to increased fare. In case the fare has gone up, you may modify the search and select a cheaper flight.

Q15. How do I confirm my seat assignments?

A15. Rewards does not offer a pre-seating option. However, you can do web check-in to your flights before you travel through airline website.

Q16. How do I get a boarding pass for an e-ticket?

A16 .You can check-in in three ways:

  1. Some of the airlines provide a web check-in facility, where you can select your seat and print your boarding pass online. If you use this facility, you will have to approach the check-in counter to drop your baggage.
  2. You can also check-in using Tele check-in service provided by some of the airlines. In such cases, you will have to present your ticket and ID at airline check-in counter for issuance of boarding pass and for baggage drop.
  3. Alternatively, you can check-in in person at the airport counters of the airline by presenting your ticket and ID.

Q17. How do I find out my baggage limit?

A17. 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.

Q18. I've booked my tickets but need to add my child's tickets to my booking. How do I do it?

A18. We do not allow child below 12 years to be booked individually. Please contact your airline to create the booking of child directly with them.

Q19. How do I print my ticket?

A19. Just login to your account and visit the My Redemption tab. The redemption tab contains your past redemptions. Just click on the relevant link to view your ticket.

Q20. Can I book a special request like meal, wheel chairs through Rewards?

A20. No, Rewards website does not support this feature. Please contact the airline directly.

Q21. How do I change a flight reservation?

A21. Please call the number printed on your redemption receipt (eTicket or hotel reservation receipt) to make required amendments. Please note that the airline may charge a fee to amend tickets. We do not charge any separate amendment fee though. In case of cancellation, we cannot refund the Rewards already redeemed.

Hotel Reservation

Q22. Can more than two adults stay in one room?

A22. 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. You can directly check with your hotel and they will help you with the request, which is subject to the terms and conditions of the hotel.

Q23. Our children will be traveling with us. Do they stay for free?

A23. When making your booking, 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 a child, not including an extra bed. If you want an extra bed in the room, you need to increase the number of passengers in your search or contact the hotel when you are travelling.

Q24. What if I need a specific type of hotel room (non-smoking, wheelchair friendly, etc.)?

A24. Please book your room and contact our call centre number for special service requests. The numbers would be printed on your e-reservation receipt. Once we know your request, we'll do our best to get you what you ask for. However, your request is subject to the terms and conditions of the hotel.

Q25. How long will it take for the hotel to get my booking information?

A25. 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 desk is closed). Please note that this does not apply to bookings made for the same day.

Q26. What is my hotel's check-in time?

A26. Typically, the hotel check-in time is after 2:00 pm (local time). Check with your specific hotel for its exact check-in time.

Q27. Will the hotel hold my room if I'm arriving late?

A27. Since your reservation is confirmed, usually the hotel will hold your room until 7 am, the day after your planned arrival date. Please check the details with your specific hotel for confirmation.

Q28. What if I'm going to arrive early?

A28. If you know you're going to arrive early at your hotel, call them in advance and check with the hotel if they will be able to accommodate you as it's subject to the terms and conditions of the hotel.

Q29. How do I get a receipt or invoice for my hotel booking?

A29. Log-in to your Rewards account and visit the My Redemption page. You should be able to see the link depicting your hotel booking. Just click on this link and you can view your receipt.

Q30. How do I cancel my hotel booking?

A30. Your booking cannot be cancelled and is non-refundable.

Q31. Until when can I amend my hotel booking?

A31. Please refer to the hotel's booking policy mentioned on the booking page and in the printed e-reservation slip while making the reservation. Please keep in mind that irrespective of what the hotel's booking policy says, you cannot cancel your booking.

Q32. How will I get my Rewards back after cancelling a hotel / air booking?

A32. Redeemed Rewards are not refundable for cancelled bookings. We recommend you check and confirm your booking prior to any redemption.


Q33. Apart from Flight and Hotel what can I redeem My Rewards for?

A33. Rewards can also be redeemed for various vouchers across Dining, Electronics, Jewelry, Apparel etc.

Q34. How do I redeem my Rewards?

A34. The steps to redeem your Rewards are as follows:

  1. Login to your Rewards account.
  2. Choose a redemption category.
  3. Follow the instruction stipulated for each of the redemption categories.
  4. The redemption history is made available for use under the my account page.

Q35. How do I know the voucher conditions, validity and whom do I reach if I have a query?

A35. All the conditions pertaining to voucher are clearly mentioned on the voucher. The voucher also carries the number of the merchant where any query with regards to the voucher could be made.

Q36. Can my purchase value at the merchant be more or less than the voucher value?

A36. In case you would like to purchase an item from the merchant, which is valued more than the actual voucher value, you can do so by paying the balance amount through your BankDhofar Card. In case the purchased value is lesser, you will not be entitled for any refund on the voucher value.

Q37. How can I access my voucher if I lose the voucher email?

A37. Vouchers can be reprinted by accessing the 'My redemption' tab.

General FAQ's about the BankDhofar Card

Q38. What are the various types of credit cards available at BankDhofar?

A38. Please visit the link for more details.

Q39. How can I obtain a BankDhofar credit card?

A39. You can apply for a credit card in the nearest branch, to locate a branch please visit.

Q40. Who can apply for the BankDhofar credit card?

A40. All customers with salary transfer to BankDhofar can apply in the nearest branch. Minimum Salary requirement for each card type our as follows:

  1. VISA CLASSIC/ MasterCard Standard MasterCard/ e-com card : OMR 320 p/m
  2. Visa Gold/Master Card Gold : OMR 500 p/m
  3. MasterCard Platinum : OMR 1,500 pm
  4. Visa Infinite & MasterCard World : By Invitation

Q41. What is the process for activating my BankDhofar credit card?

A41. Please contact our call centre on (+968) 24791111.

Q42. Where can I find the fees and charges for the BankDhofar credit card?

A42. Please visit for more details.

Q43. Who do I contact if I have a question regarding BankDhofar credit cards?

A43. Please contact our uptime call centre on (+968) 24791111 or visit your nearest branch.

  1. Branch Working Hours:
  2. All branches: Sunday to Thursday 8:00 am - 2:00 pm
  3. Muscat Grand Mall: Sunday to Thursday 9:00 am to 9:00 pm.
  4. Salalah Gardens Mall: Sunday to Thursday 9:00 am to 9:00 pm.

Q44. How can I know all the benefits of my BankDhofar credit card?

A44. Please visit the link for more details.

Q45. Where can I pay my credit card bills?

A45. You can pay via the following method

  1. Direct Debit to Linked Salary Account (Minimum Payment 3%)
  2. CDM
  3. Mobile App
  4. Internet Banking