Terms and Conditions
Terms or expressions used in these terms and conditions are defined as follows, unless the context specifies otherwise:
Reward: The reward obtained with Wings, in accordance with the procedures and conditions set forth in the Loyal Wings Communication.
Wings: Wings earned on Surinam Airways in accordance with the procedures set forth in Loyal Wings Communication. Wings can be used to obtain Rewards.
Callcenter: The service unit fully authorized by Surinam Airways to provide the range of services under the program.
Enrolment Date: The date the enrolment form of the eligible applicant is signed, or in the event of e-mail enrolment, the date that the application is submitted to Surinam Airways via the program’s e-mail applications.
Loyal Wings Communication is the collective name for communication used in the program, including but not limited to the following: program brochures, news, letters, direct mailings and enrolment forms.
General Terms and Conditions: The terms and conditions governing the program.
Member: A participant of the program whose name is on the card and who has been assigned a program registration number. Only members are entitled to benefit from the services and benefits proposed in the program.
Membership Card and Card: The program’s membership card, possibly virtual, issued and distributed by Surinam Airways after acceptance of the application for the program by Surinam Airways.
Password: A personal authentication code that provides access to a member’s personal account.
Program: The Loyal Wings loyalty program offered by Surinam Airways to reward members who frequently travel with Surinam Airways.
Earn Activity: An activity by the member that entitles the member to Wings under the program as specified in the Loyal Wings Communication.
2.1 The General Terms and Conditions define the contractual relationship between Surinam Airways and each individual member. Surinam Airways, acting in good faith, reserves the right to cancel or replace the program or transfer the ownership of the program and the right to make alterations to or amend the program, the General Terms and Conditions, the Loyal Wings Communication, the Wings accumulation structure, Reward structure, Wings redemption structure at any time. No damage claims against Surinam Airways by members may be lodged as a result of legally required alterations. Notification of alterations and amendments to these Terms and Conditions will be issued through the Loyal Wings communication. These General Terms and Conditions and any alterations shall be considered approved if the member uses the membership card, orders or uses in any way a Reward or benefit offered under the program, or if no written protest is registered within 30 days of notification. If a member does not accept the program alterations, the member may terminate the membership as per paragraph 2.2.
2.2 Each party may terminate the contractual agreement at any time in accordance with the procedures described in the Loyal Wings Communication. The General Terms and Conditions shall continue to govern implementation even after termination of the contractual relationship. Upon receipt of the termination request, Surinam Airways shall terminate the membership, upon which a member has six months from the date of termination date to use any accrued Wings. If Surinam Airways cancels the contract, all Wings shall expire six months after the notification of cancellation. If the member makes material misrepresentations, violates Reward rules or rules as set forth in the Loyal Wings Communication, or violates rules as per 4.8, all Wings shall expire as soon as Surinam Airways issues the notice of cancellation.
2.3 Surinam Airways will make reasonable efforts to give members prior notice of termination of the program.
2.4 Surinam Airways will make reasonable efforts to ensure that the Rewards, benefits and opportunities to earn Wings promoted will be available to members. However, Surinam Airways may unilaterally restrict the amount of the Reward being proposed and Surinam Airways cannot guarantee or warrant that such facilities shall be available.
A member may therefore find that there is no availability on a given flight or that a particular Reward is not available.
2.5 All Rewards and benefits proposed are subject to change and availability as indicated in the Loyal Wings Communication. Local restrictions and/or alterations may apply.
2.6 Rewards, benefits and opportunities to earn Wings and/or spend Wings will be subject to the general terms and conditions. All Surinam Airways flights will be subject to Surinam Airways conditions of carriage which are available on www.flyslm.com.
2.7 The level in the program to which a member qualifies will be determined by the number of Wings.
2.8 For Loyal Wings members Wings are valid for 2 years. Surinam Airways shall cancel the Wings after a period of 2 years if there is no registered earn. The validity of all Wings shall be extended with 2 years after an extending activity so Wings will expire 2 years after the last activity date.
2.9 After a period of 5 years with no Wings accrual by a member, Surinam Airways reserves the right to unilaterally terminate the membership.
2.10 Activity overview and Wings counter shall be available in the online account of the member.
2.11 The Loyal Wings account, the level and the Wings earned by the concerned member cannot under any circumstances be transferred, bequeathed, assigned, sold or combined with the account of the Wings of any other person whether or not that person is a member of the program, or with any other account belonging to the member, except as otherwise provided by Surinam Airways and specified in the Loyal Wings Communication.
2.12 In the event of the death of a member, Surinam Airways shall close that member’s account and cancel all Wings earned by the concerned member upon receipt of the death certificate.
3.1 Subject to local laws and parental or guardian approval, where applicable, the program is open solely to individuals aged 2 years or older, whose mailing address is in a country where the program is open to membership. Corporations, non-corporate bodies or other legal entities are excluded from participation.
3.2 A member may only submit one application for membership and the member may have only one account in the member’s legal name. In the case of duplicate accounts, the account with the lowest number of Wings will be cancelled and all Wings accumulated on that account will be transferred into the other account.
3.3 When joining the program, the member accepts to receive the Loyal Wings Communication which is a basic part of the program. The member is responsible for
providing Surinam Airways with a correct mailing and e-mail address for obtaining his Card and for the Loyal Wings Communication. If a member changes his mailing/e-mail address, the member shall notify Surinam Airways in writing or by email without any undue delay. This change of address shall be confirmed with the member’s valid proof of identity.
3.4 Any eligible person wishing to join the program or the legal guardian or representative if the applicant is a minor must complete an individual program membership online application to create a Loyal Wings account. All persons applying for membership of the program shall be deemed to have read and accepted the General Terms and Conditions.
3.5 Surinam Airways reserves the right to refuse membership to any person who does not meet the requirements for participation in the program.
3.6 Any person whose membership application has been accepted by Surinam Airways shall obtain an individual account, membership number and a password allowing access to the online services described in the Loyal Wings Communication. The membership number and password will be required for any inquiry concerning the account. The password will always be communicated to the member only. The member is responsible for the usage of his password and shall not disclose the password to any third party.
4 Compliance with the program
4.1 The member guarantees the correctness of all information given, including but not limited to a mailing address and an e-mail address, and shall be solely responsible for any erroneous, incomplete or out-of-date information. All data, including personal data shall be used by Surinam Airways as required by the program.
4.2 Upon the request of Surinam Airways, the member shall supply valid proof of identity. Failure to do so within 30 days will automatically lead to suspension or termination of the membership and forfeiture of all Wings accrued.
4.3 All Wings and subsequent Rewards must be gained, earned and used in accordance with to the rules and guidelines in these General Terms and Conditions. Surinam Airways has the final authority to decide whether an activity qualifies for Wings.
4.4 Wings will not be awarded on unused, forfeited, fraudulent, lost, out-of-date or refunded tickets or transactions.
4.5 Loss, theft or damage of the membership Card must be reported immediately to the Callcenter. Upon the member’s notification of a lost, stolen or damaged card, the card will be replaced. Surinam Airways is not liable for any fraudulent use of the card or failure of the member to comply with the contents of this provision.
4.6 All claims for retroactive credit should be made within six (6) months after the flight or transaction in question. Furthermore, Surinam Airways reserves the right to demand at any time all documentary evidence of the Wings accrual. Documents submitted to the Callcenter cannot be returned; therefore, it is advised to keep copies of such documents.
4.7 Wings and Rewards have no cash value and can never be exchanged for cash.
4.8 Violation of the general conditions of carriage or tariffs of Surinam Airways, material violation of the General Terms and Conditions, abuse of the program including the failure to follow program policies and procedures, improper conduct including any untoward behaviour or harassment with reference to any Surinam Airways’ employee, unruly behaviour on board or in lounges, or any refusal to honour employee instructions, may result in cancellation of the member’s account and future disqualification from the program, forfeiture of all Wings accrued, and cancellation of previously issued but unused Rewards.
4.9 Any material breach of the General Terms and Conditions may result in the confiscation of Rewards at any time (including in transit or en route) and payment by the member or passenger of the full applicable fare for any segment travelled on Rewards that have been misused.
4.10 In connection with the enforcement of any of the Terms and Conditions governing the program, Surinam Airways reserves the right to take appropriate legal action as it deems necessary against the member, and may recover damages, attorneys’ fees and court costs.
4.11 Employees or managers, or their heirs or assigns, of any airline, travel agency or person or entity trading as or on behalf of a tour operator cannot take advantage of the present Terms and Conditions by earning Wings or obtaining Rewards, nor of their status in the program for services offered by Surinam Airway at special prices, at employee-reduced rates or at travel industry reduced rates.
5 Personal Data
5.1 All Personal data relating to the participation of members in the program will be processed and used for purposes serving program implementation in accordance with applicable Surinamese data protection regulations.
6.1 Surinam Airways reserves the right to audit any and all accounts in the program at any time and without notice to the member to ensure compliance with the program rules and applicable conditions of carriage and/or tariffs.
6.2 In the event that an audit reveals discrepancies or violations, the processing and/or use of Rewards and Wings accrual may be delayed by Surinam Airways until the discrepancies or violations are resolved to the satisfaction of Surinam Airways. Pending such resolution, members may be prohibited from spending Wings and using Rewards, services or benefits associated with the program as determined solely by Surinam Airways.
6.3 Surinam Airways reserves the right to inform the security officers of Surinam Airways about the serious misbehaviour of the member or discrepancies in the member’s account.
7.1 Surinam Airways is not liable for any damage, death, delay, injury or loss arising out of or in connection with services, Rewards or benefits provided under the program, save to the extent in which such damage or loss arises out of negligence by Surinam Airways, or was caused by Surinam Airways with intent, or recklessly and with the knowledge that damage would probably result, except as otherwise provided by the Warsaw Convention (as amended) or the Montreal Convention, whichever is applicable. Any claim must be submitted directly with Surinam Airways.
7.2 Except as otherwise provided in clauses 2 and 7.1, Surinam Airways shall not be liable for any loss or damage resulting from the termination of the programs. Surinam Airways shall make reasonable efforts to inform the member about any such changes as soon as possible.
7.3 If Surinam Airways improperly denies a member Wings accrual, Rewards, or some other benefit, the member’s exclusive remedy shall be the issuance of the improperly denied Wings accrual, Reward or benefit by Surinam Airways, if available, or such other reasonable, alternative and comparable benefits as determined by Surinam Airways, or re-crediting of the Wings spent, at the member’s option. In the event of any of the aforementioned improper denials, the liability of Surinam Airways shall be limited to the value of the Reward concerned and compensation shall take the exclusive form of a Reward or the re-crediting of the value in Wings.
7.4 Laws applicable in certain countries may impose restrictions on the conditions governing implementation or membership in the program. Due to local laws and regulations, Surinam Airways may not be able to make available the program or parts thereof in certain countries or to certain individuals. Surinam Airways will not be liable when complying with such local laws and accordingly reserves the right to terminate a member’s participation in the program and cancel whichever Wings such member may have accumulated.
8 Earning Wings
8.1 Wings earned by the member shall be credited to the member’s account irrespective of the identity of the person or entity paying for the tickets or services, provided the member has submitted the membership number when booking the flight and at the time of issuing the ticket. Members are personally responsible for informing any third party or legal entity paying for the tickets, transaction or services, including but not limited to the member’s employer, with respect to the Wings and advantages obtained under the program.
8.2 Each member should verify that Wings have been duly credited to the member’s account.
8.3 Surinam Airways reserves the right to debit the account of any member who has acquired Wings unduly.
8.4 Flights qualify for Wings accrual in accordance with the conditions indicated in the Loyal Wings Communication. Wings accrual may be reduced or excluded on certain booking classes or fare types as specified in the Loyal Wings Communication. In particular, Reward tickets, travel industry reduced rates, free or non-revenue tickets are excluded from Wings.
8.5 In case of flight cancellations by Surinam Airways, including but not limited to weather conditions, labour disputes or security reasons, the member will not earn Wings.
8.6 All Wings and subsequent Rewards must be gained, earned and used according to the rules and guidelines in these Terms and Conditions.
8.7 The member must have flown to earn Wings. Wings will not be awarded on unused, forfeited, fraudulent, lost, out-of-date or refunded tickets. The member can earn Wings only for the flight flown, even if the member purchases tickets for other people or purchases several seats on the same flight. In the event of a transfer onto an alternative flight due to unforeseen circumstances the member will earn Wings for the flight the member originally purchased, not for the route flown. Wings are earned on services and/or extra options only if used personally by member. The member’s account can be credited only once for each flight flown and can be credited only once for each service used.
8.8 In case of upgrades Wings will be awarded based on the initial purchased fare and not on the actual class of service flown.
8.9 While Surinam Airways makes every attempt to provide accurate credit, it is the member’s responsibility to retain necessary documents such as boarding passes and passenger receipts required for retroactive credit.
9 Spend Wings for Rewards
9.1 When a member has earned enough Wings, the member may request a Reward in writing or via email. Reward booking and application procedures may be modified by Surinam Airways.
9.2 Only the member is entitled to apply for a Reward. The member may order a Reward either for himself subject to the Terms and Conditions of the program. In the event the member is legally incompetent (of major or minor age) the Reward must be requested by the member’s legal guardian or representative.
9.3 Surinam Airways shall not be liable for any loss, expense (including, without limitation, attorneys’ fees), accident or inconvenience that may arise in connection with the use of Rewards.
9.4 Lost, stolen or expired Rewards will not be refunded, replaced or extended.
9.5 Reward tickets are valid for a period of 6 months from the date of issuance of the Reward ticket. Once the ticket has been issued, a member may, subject to conditions, change or cancel his Reward ticket prior to departure of the first flight segment and shall do so in accordance with the procedures as set forth in the Loyal Wings Communication. Once the trip has commenced, only the date may be changed. In case of no show or after expiration of the return date if the trip has not been made, the Reward is no longer valid and cannot be refunded. A change of beneficiary will never be accepted. Depending on the type of Reward, an administrative fee in case of change and/or cancellation may be applicable as further defined in the Loyal Wings Communication. It is up to the member to consult the conditions applicable to the use of their Reward and, where applicable, subscribe to an appropriate insurance to cover the circumstances under which they would have to cancel their trip. Extra options obtained with Wings are always subject to the conditions of Surinam Airways.
9.6 All Rewards must be taken on routes that are operated by Surinam Airways. Wings are deducted when the Reward is issued.
9.7 To travel with a child younger than two (2) years of age, an adult travelling with a Reward ticket must make a reservation for the infant according to the applicable tariff rates of Surinam Airways.
9.8 Reward tickets and Reward Upgrades are non-endorsable and cannot be used on another airline than Surinam Airways.
9.9 The member of any Reward is responsible for paying all applicable taxes, fees, levies and/or surcharges associated with the issue or use of a Reward (including carrier surcharge when applicable) and obtaining necessary travel documents for the Reward, including visa, vaccination and insurance. Furthermore, the member will adhere to any legally or otherwise required country-specific regulation and check the customs formalities in force in the destination country. If a Reward ticket is not valid anymore and has not been used for transportation, the member has a right to reimbursement of taxes and fees depending on effective boarding. The refund request of these amounts can be submitted directly online or by contacting the Callcenter.
9.10 Depending on the Reward involved, Rewards will either be sent to the e-mail address given by the member or collected at the city ticket office of Surinam Airways. As soon as the Reward application has been processed, the Wings required for the Reward are debited from the member’s account. Internal difficulties may result in late debits to accounts. If the person collecting the ticket is not the member, that person must submit for each ticket collection, in addition to the card of the member (or a copy thereof), proof of identity of the member and a signed affidavit from the member, bearing his original signature, authorizing such collection. This procedure may be modified or suspended at any time by Surinam Airways.
9.11 Reward tickets shall be issued in accordance with the schemes and conditions specified in the Loyal Wings Communication.
9.12 Rewards in the form of extra baggage allowance is the extra baggage allowance above the normal allowance in the class paid for as further defined in the Loyal Wings Communication.
9.13 Reward tickets may not be used for medical stretcher transport, baby seats, the supervision of children by hostess, or to obtain an extra seat.
10.1The present General Terms and Conditions supersede all previous documents containing such terms and conditions and apply from 1st of January 2020.