Frequently Asked Questions

Airline Tickets & Flights

Starpoints

Customer Support

Airline Tickets & Flights

Are there blackout dates?

There are no blackout dates with SPG Flights! While more Starpoints may be required for high-demand flights because of the higher cost of a high-demand ticket, if there is a seat available on an available flight between two offered cities with a return date within 330 days on a participating airline, Starpoints can be used to purchase a ticket for it.

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How far in advance may I book a flight?

Flights with a return date up to 330 days in advance may be offered through the SPG Flights redemption option.

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Can I redeem Starpoints for an airline ticket on every airline?

Starpoints can be redeemed for airline tickets on most major carriers worldwide. Starpoints cannot be redeemed for airline tickets on some smaller, local, and/or low-cost airlines. For its flight options, SPG Flights uses the Worldspan Global Distribution System (GDS) which is a popular system used by many travel agencies.

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Are all cities offered for booking a flight?

Not all origins and destinations are available for using Starpoints. Should you enter the city or airport code of an origin or destination not offered through SPG Flights, you will receive the message, “Location not offered.”

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How is the Starpoint cost of a ticket determined?

The total U.S. dollar amount of the flight is converted to Starpoints as listed on "SPG Flights Starpoint Chart." The amount is based on the fare plus tax required by the airlines as listed in the Worldspan Global Distribution System (GDS) which is used by SPG Flights as well as many travel agencies. Added to the base fare and tax is a $15.00 USD booking fee, so the final Ticket Price used to convert to Starpoints is the total of the cost to the airlines and the booking fee for the service.

How many Starpoints?

Ticket Price*Starpoints
up to $150 10,000
$150-$215 15,000
$215-$280 20,000
$280-$345 25,000
$345-$410 30,000
$410-$475 35,000
$475-$540 40,000
$540-$605 45,000
$605-$670 50,000
$670-$735 55,000
$735-$800 60,000
$800-$865 65,000
$865-$930 70,000
$930-$995 75,000
$995-$1060 80,000
Higher prices (examples)
$2,880-$3,140 235,000
$4,960-$5,220 395,000
$9,900-$10,160 775,000

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Is it better to use Starpoints for a flight with SPG Flights than airline miles with the airlines?

It depends. Each situation is unique, and members must consider all factors, such as: flight times and availability, booking fees, number of Starpoints or airline miles available to them, convenience, etc. to best determine whether or not it is more advantageous to redeem Starpoints than airline miles for a flight.

Please note that SPG Flights is a new redemption option created to offer Starwood Preferred Guest members greater versatility for using their Starpoints. It was not created to compete with airline frequency programs, although in some situations, there may be better value redeeming Starpoints for a flight. However, the greatest value of Starpoints will always be for Free Night Award stays at Starwood Hotels & Resorts Worldwide.

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Can I earn frequent flyer miles for Airline Tickets purchased with Starpoints?

In most cases, frequent flyer miles may be earned on tickets purchased with Starpoints. Members must contact the applicable airline to verify this information.

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Can I only use Starpoints to purchase tickets from airlines that are transfer partners in the Starwood Preferred Guest program?

Starpoints can be redeemed for airline tickets on most major carriers worldwide, even if they are not a Starwood Preferred Guest Starpoint to airline mile transfer partner.

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Are tickets refundable?

Tickets are non-refundable.

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Can I book first class or business class tickets?

Absolutely. On the Welcome to SPG Flights page there is a dropdown field that allows you to search for tickets by class: Coach, Business, or First, provided these classes are available on a flight on a participating airline. The number of Starpoints needed to redeem for a first class or business class ticket is based on the ticket price. There is no Starpoints surcharge to purchase a first class or business class ticket.

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Can I confirm my seat(s)?

Depending on the flight selected, the airline may or may not offer you the option to request a particular seat. If this option is available, a "Request Flight Seats" section will appear at the bottom of the passenger information page after you have selected a flight itinerary, and you will be able to click on the "Request your seat" link which will initiate a "Choose Seats" pop up box for you to enter your request.

If your request is fulfilled, your email itinerary will include the seat information you selected. If the seat information is not included on your itinerary, your seat choice is not confirmed.

If your seat choice is not confirmed, you may contact the airline directly to be assigned a seat in advance if they permit it. If you prefer, or if the airline requires it, you may wait to select your seat during check-in for your flight.

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Can I purchase a companion ticket?

Absolutely. On the Welcome to SPG Flights page, select the number of adults and children for which you wish to use Starpoints to purchase companion tickets. You may purchase tickets for up to five individuals per transaction. If you wish to purchase more than five tickets, additional transactions will be required.

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Can I gift my ticket to someone else?

Once purchased, airline tickets cannot be transferred to anyone else.
You may purchase an airline ticket for a family member or friend by entering their information in the Passenger Information section during the redemption process.

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How will I receive my airline tickets?

All airline tickets purchased using Starpoints will be E-Tickets and an e-mail of your itinerary will be sent to the e-mail address you supplied during the redemption process.

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Can I use an alias or enter non-Roman characters for Passenger names?

The name on each ticket must be entered in Roman characters exactly as it appears on a Passport or Government issued picture ID. Otherwise, you will be unable to check-in for the flight. It is the passengers' responsibility to provide the exact names as displayed on their identification when making an online booking. Travelers using a Chinese National ID must provide the identification number. If your National ID does not have a Romanized version of your name, please contact the airline prior to departure to provide your Chinese name to avoid check-in issues.

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Are there additional fees for flights?

Prices include taxes and fees that are charged or collected by the airline at the time of purchase, and these are included in the Starpoint cost of your ticket. International departure taxes and other applicable state and government taxes and fees not collected by an airline at the time of purchase are charged at the airport. Optional fees which are based on circumstances after purchase and as desired by the traveler such as, but not limited to: flight insurance, luggage fees, food, after purchase upgrades,changes, etc., are not included in the Starpoint cost of your ticket and need to be purchased separately by the traveler.

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Are there any age restrictions on the flights?

Age restrictions are determined by each airline for each flight. Please check with your airline of interest for complete details.

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How do I book a flight for a child 2 years of age or under?

Children 2 years of age or under are considered infants. Depending on the airline and the flight, the infant may or may not be held in adult's lap, and there may or may not be a nominal fee for them. Paid tickets for a child 0-2 can be purchased throughout SPG Flights.

One must check with the airline regarding the flight of interest for complete details on requirements for a child of 2 years of age or less. You cannot book a lap ticket through SPG Flights.

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How do I book a flight for a child of 2-11?

Select the number of children from ages 2 to 11 when making the reservation. If an airline offers a reduced fare for a child of a certain age, the reduced fare should come up during the SPG Flights search.

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How do I book a flight for a child 12 years of age or over?

Children 12 or more years of age are considered adults in regards to airline ticket availability and cost, so they should be included in the total number of adults for a ticket search. However, this does not authorize them to travel alone. Please check with the airline regarding rules for unaccompanied minors.

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How do I book a flight for an unaccompanied minor?

Every SPG Flights booking must include at least 1 adult fare. You cannot purchase a child's ticket without the purchase of at least 1 adult ticket. If there is no passenger 18 years of age or older, you can still book an adult ticket for a child; however, you must check with the airline for complete rules regarding unaccompanied minors. An unaccompanied minor is any child 0 to 17 years of age traveling without an authorized adult.

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What if I need special assistance on a flight?

For special assistance on a flight, such as wheelchair, medications and pets, you will need to contact the airline directly. SPG Flights cannot make any special arrangements for you.

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What if the airline cancels my flight?

If the flight is canceled, the situation is to be address by the airline and will be handled based on their terms and conditions. The ticket should be considered as a cash-paid ticket for their purposes.

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What if the airline I booked my flight on goes on strike?

At this time, SPG Flights does not offer any form of travel insurance. If an airline goes on strike, the situation is to be address by the airline and will be handled based on their terms and conditions. The ticket should be considered as a cash-paid ticket for their purposes.

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What if the airline I booked my flight on goes out of business?

At this time, SPG Flights does not offer any form of travel insurance. If an airline goes out of business, the situation is to be address by the airline and will be handled based on their terms and conditions. The ticket should be considered as a cash-paid ticket for their purposes.

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Can I purchase trip insurance for my flight?

SPG Flights provides you with an opportunity to protect your travel investment with Trip Insurance provided by Allianz Global Assistance. For more details, please click here.

The contract for trip insurance shall be between you and Allianz Global Assistance. Please refer to the Certificate of Insurance/Policy for coverage information and the limitations, conditions, and exclusions that may apply. Trip insurance may only be purchased in USD using approved credit cards.

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Starpoints

How do I redeem Starpoints for flights?

You can redeem Starpoints in three simple steps.

  1. Go to www.spg.com/flights to search for flights
  2. Select your flight
  3. Redeem Starpoints for an airline ticket

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Where can I redeem Starpoints for an airline ticket?

Starpoints may be redeemed for airline tickets at www.spg.com/flights

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Can I use Starpoints to book travel for my family and friends?

Yes, on the "Please Enter Passenger Information" page simply enter the name of the family member or friend who will be using the ticket in the Passenger Information section.

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In the past, I've transferred Starpoints to an airline to receive miles for flights. How is this redemption option different?

With this option you redeem Starpoints directly for your airline ticket. Tickets are available for more airlines than those currently listed as Starwood Preferred Guest airline transfer partners.

You still have the option to transfer Starpoints to an airline and receive miles with Starwood Preferred Guest transfer partners; however, SPG Flights allows you to skip the transfer step, expands your flight options to include more airlines, and eliminates blackout dates and other restrictions found with airline mile redemption programs.

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What if I don't have enough Starpoints for a ticket?

You may purchase up to 20,000 additional Starpoints per calendar year for a ticket by going to www.spg.com/buystarpoints, so long as you have been an SPG member for at least one month.

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Can I use cash in combination with Starpoints for a ticket?

Currently, only Starpoints may be used for flights through the SPG Flights redemption option.

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When will I see how many Starpoints are required for an airline ticket?

The Starpoint cost for an airline ticket is based on the U.S. dollar cost of the ticket and will be displayed along with the available flights for you to select from.

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How quickly will my Starpoints be deducted from my account if I redeem them for an airline ticket?

Starpoints are deducted immediately from your Starwood Preferred Guest account once you check "I Agree" and click "Continue" on the "Please Confirm Payment Details" page.

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How will the deduction of Starpoints appear on my account for this airline ticket award?

The description on your statement will read "SPG Flights Award" and will display a deduction of Starpoints equivalent to the Starpoint cost of the airline ticket(s) and the description will read "SPG Flights Award."

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Are my Starpoints refundable?

Once tickets are purchased using Starpoints, members may not receive a Starpoint refund.

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Can I have Starpoints returned to my Starwood Preferred Guest account after I have redeemed them for an airline ticket?

Once Starpoints are used for your airline ticket, they may not be returned to your Starwood Preferred Guest account for any reason. All Starpoints redemptions for airline tickets are considered non-refundable and may not be returned to your account for any reason.

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What if I need to change my travel plans after using Starpoints for an airline ticket?

Only some airline tickets are changeable. To determine if you can make changes, and to make such changes if possible, call:

English Speakers
Toll Free: 866-465-8002 from the U.S. or Canada.
Toll Number: 208-429-5338. from outside the U.S. and Canada.
Monday - Friday from 7:00 AM -- 7:00 PM and Saturdays from 7:00 AM -- 3:00 PM U.S. Mountain Standard Time


Non-English speakers

Please call the SPG Flights Redemption Option number in your region as follows:
Asia Pacific (except Japan): +65-6233 9847
Japan: +81-3-5423 6189
Europe, Africa or Middle East: +353-21-4220696
Mexico or Latin America: +52-55-5242 5660


Changes to airlines are subject to services charges, airlines change fees, cost differences for a new flight, etc., which you will need to pay for in US Dollars.

All Starpoints redemptions for airline tickets are non-refundable and may not be returned to your account for any reason.

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Can I use Starpoints to cover the cost of any change fees if I change my travel plans?

Starpoints may only be used for the initial purchase of an airline ticket. Any service charges, changes fees, cost differences, upgrades or other optional fees must be paid for in U.S. dollars.

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Can I use Starpoints for flights found on other travel or airline sites?

Starpoints may only be used for flights found on www.spg.com/flights

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Customer Support

Who can I contact with questions?

The best resource for answering questions is based on the question itself as follows:

SPG Flights Redemption Option:
US or Canada: 1-866-668-6575
Asia Pacific (except Japan): +65-6233 9847
Japan: +81-3-5423 6189
Europe, Africa or Middle East: +353-21-4220696
Mexico or Latin America: +52-55-5242 5660

Flight Changes:
Toll Free: 866-465-8002 from the U.S. or Canada only. English-speaking only.
Toll: 208-429-5338 from outside the U.S. or Canada. English-speaking only.
Monday - Friday from 7:00 AM -- 7:00 PM and Saturdays from 7:00 AM -- 3:00 PM U.S. Mountain Standard Time.


Flight and Flying Information:
The applicable airline
SPG Account Information: 1-888-625-4988 or your nearest Starwood Preferred Guest Customer Contact Center
You may also email us at SPGFlights@starwoodhotels.com.

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Can I call my local Starwood Preferred Guest Customer Contact Center to redeem my Starpoints for a flight?

Starwood Preferred Guest Customer Contact Centers are unable to redeem your Starpoints for flights. Members may redeem Starpoints for airline tickets online only through www.spg.com/flights given the functionality of the airline ticket search, the redemption processing, and the expansion of the number of airlines available for the redemption of Starpoints for a ticket.

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Who can I contact about changing an itinerary if I am located in Asia-Pacific, Europe, Africa or the Middle East?

While we are pleased to offer you this new redemption option, please note that customer support for changing an itinerary ”if needed” is limited at this time. If a change is necessary, members must call an English-speaking only toll number 208-429-5338, Monday - Friday from 7:00 AM - 7:00 PM and Saturdays from 8:00 AM - 4:30 PM U.S. Mountain Standard Time.

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Who is really selling the airline ticket to me?

Starwood has engaged EzRez Software, Inc (“EzRez”), a third party provider, to host this private label airline ticket redemption web site and EZ Rez has engaged Connexions Loyalty Travel Solutions, Inc. to act solely in the capacity as agent for suppliers of air travel to provide you with the SPG Flights redemption option. It is through their travel systems and licenses we are able to access flight availability and tickets. They are also airline experts who assist us with itinerary changes, when available, if needed.

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