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TERMS AND CONDITIONS

Member Agreement - IMPORTANT PLEASE READ CAREFULLY

This document covers the terms and conditions for both:

  1. the Pre-assigned BIG Member ID ("Pre-assigned BIG Member ID") (pre-issued to you as a standalone with the identification number only) and;
  2. the non-personalized BIG Member card ("the Card") issued together with the Pre-assigned BIG Member ID stated on the Card.

This document further constitutes the contract between you and BIG, the issuer of the Pre-assigned BIG Member ID and the Card under the BIG Loyalty, and contains the terms and conditions under which the Pre-assigned BIG Member ID and the Card has been issued to you, and governing the use of the Card, the Pre-assigned BIG Member ID, which can be used to earn BIG Points under the BIG Loyalty, including any co-branding arrangements with our respective partners, which are binding on you.

The BIG Loyalty is owned and operated by BIG. Your acceptance and use of the Pre-assigned BIG Member ID and the Card (where issued to you) constitutes your acceptance of the Terms and Conditions contained in this document which may be amended by us from time to time.


Definitions

To simplify this Agreement for you, the following definitions will apply:

"AirAsia" - AirAsia Berhad (and its associates), BL's affiliates and partners in the BIG Loyalty

"AirAsia Website" - www.airasia.com hosted by AirAsia

"AirAsia BIG Account" or "Account" - your membership account on the Website containing details of your BIG Points earnings, redemption transactions and any other related transaction

"BIG", "BIG Company", “BL”, "BIG Loyalty", "we", "us", "our" – BIG Loyalty Sdn Bhd (formerly known as Think Big Digital Sdn Bhd), owner and operator of the BIG Loyalty and issuer of the Pre-assigned BIG Member ID and the Card

"BIG Points", "BIG Reward Points", "Loyalty Points" or "Points" - loyalty points that you can earn when you use your Card or quote your Pre-assigned BIG Member ID at any of our participating partners or for other initiatives and programmes devised and/or managed by AirAsia, Tune Money and BIG from time to time

"BIG Loyalty", "Loyalty Programme", "BIG Loyalty" or "Rewards Programme" - the loyalty and rewards programme owned, operated and administered by BIG

"BIG Redemption" - features under the rewards and redemption programme by which BIG Members can redeem BIG Points

"BIG Member ID", - the unique reference number issued and assigned to you by BIG under the BIG Loyalty which for purposes of this Agreement, may include the Pre-assigned BIG Member ID

"BIG Member" or “Member”  - the individual who (after having received either the Card or just the Pre-assigned BIG Member ID on its own) has successfully registered his membership under the BIG Loyalty at the Website

"Card(s)" or "Non Personalized Card" - the Non-Personalized BIG Member card

"Cardholder" - an individual who has been issued with and received the Card together with the Pre-assigned BIG Member ID

“Eligible Family Member” – spouse, parents, siblings, children, grandparents, grandchildren, in-laws, step parents and step children

“GST” – Goods and Services Tax

"Pre-assigned BIG Member ID" - the unique reference number pre-issued and pre-assigned by us prior to registration of membership under the BIG Loyalty, either whether on its own with just the identification number only or together as part of the Card

"Transactions" - all loyalty and BIG Points collection transactions effected through the use of the Card and/or the Pre-assigned BIG Member ID

"Tune Money" – BL’s affiliate and partner in the BIG Loyalty

"Website", "www.airasiabig.com", "BIG Portal" "Portal" or "the Site"- the BIG Loyalty online portal and Website at www.airasiabig.com hosted by BIG, and where you can register your Pre-assigned BIG Member ID number and also access your AirAsia BIG Account

"you", "your", "yours" - you, the Cardholder and BIG Member under the BIG Loyalty


Introduction

You acknowledge and agree that in order for us to provide the services, and privileges under the BIG Loyalty, to manage your Pre-assigned BIG Member ID, the Card, and AirAsia BIG Account, and to enable you to participate in the BIG Loyalty, the sharing, transfer, retrieval, updating and processing of your personal information and data as well as creation of member profile and user accounts may occur between BIG, AirAsia, Tune Money and each of their respective group companies, related corporations, affiliates, subsidiaries, associates, and BIG’s, Tune Money’s and AirAsia’s licensees, vendors, service providers, merchants, strategic partners, any third party contractors, within and beyond Malaysia (as further stated in BIG’s Privacy Policy); and that you have read, understood and consented to the processing of your personal information for the purposes of the same and accept all the terms and conditions contained in this Agreement and in connection with the use of the Pre-assigned BIG Member ID (and Card) under the BIG Loyalty, and they are binding on you.

Pre-assigned BIG Member ID alone and/or with Card

You can receive the Pre-assigned BIG Member ID from partners and merchants signed up with us or from us directly. You can also receive the Pre-assigned BIG Member ID as part of and together with the Card.

Registration after receipt of Pre-assigned BIG Member ID and/or Card

Once you receive your Pre-assigned BIG Member ID or Card, you must register your Pre-assigned BIG Member ID (if you have received the Card, it will be the number stated on the Card) as soon as possible online at the Website. Once you have keyed-in your registration details, you must then activate your registration by verifying your email address within three (3) days (from the date of submitting your registration at the Website). If you fail to do this within three (3) days, your registration will expire and you will not be able to proceed further. In such an event, you need to follow the same process of registration with the same Pre-assigned BIG Member ID number as stated herein.

If you have an existing AirAsia BIG Member ID number (or you have already registered as a member under the AirAsia BIG Loyalty Programme) or you are an existing AirAsia member, subsequent to your registration of the Pre-assigned AirAsia BIG Member ID number (issued to you whether via on its own or which you have obtained together with the Card) using a different email address, you may request merging of multiple Accounts. Prior to the merging of multiple Accounts, BIG will perform authentication to verify that the AirAsia AirAsia BIG Member IDs belongs to you. Upon successful authentication, you need to choose the principle Account where all the Points from the other Accounts will be transferred into and merged. Merging of Accounts is final and cannot be reversed. Once merging of Accounts is completed, you can only redeem and access your Account from the principle Account and the merged Accounts can only be used to earn BIG Points without accessibility for any features including redemption. AirAsia BIG Points that are awarded as a one-time bonus i.e. “welcome points” will not be transferred to the principle Account pursuant to the merging of Accounts.

Whilst the issuance of the Pre-assigned BIG Member ID and Card is free and eligible to all customers, we reserve the right to reject ANY customer during the registration process at the Website and/or to decline to issue a Card and/or Pre-assigned BIG Member ID at our sole and absolute discretion without assigning any reasons whatsoever (including terminating any Cards or Pre-assigned BIG Member ID that have already been issued), and our decision shall be final and conclusive.

We shall not be liable or accountable to you for any losses or damages suffered by you due to loss of your Card, delay or failure on your part to register your Pre-assigned BIG Member ID and membership at the Website, including but not limited to, someone else obtaining your Card or Pre-assigned BIG Member ID and registering your Pre-assigned BIG Member ID at the Website and thereby gaining access to your AirAsia BIG Account and BIG Points.

IMPORTANT: The person who first registers the Pre-assigned BIG Member ID at the Website will be deemed and recognized by us as the valid and legal owner of the said Pre-assigned BIG Member ID (and any BIG Points earned via that Pre-assigned BIG Member ID). We will not entertain any claims or disputes challenging or contesting the same. Hence, we advise you to register your Pre-assigned BIG Member ID and membership on the Website immediately once you have obtained either your Pre-assigned BIG Member ID or the Card to avoid any disputes in event someone else obtains your Pre-assigned BIG Member ID and proceeds to register the same at the Website under his/her name.

Membership Status

There are four (4) Membership status (“Status”) under AirAsia BIG Loyalty’s Frequent Flyer Programme. The entry level is Red. Members may progress to the higher status – Gold, Platinum and Black by earning Qualifying Flown Sectors.

Qualifying Flown Sectors refers to the point where passengers first board an aircraft and the passenger’s destination. Fly-Thru, which refers to a process of transfer from one flight to another flight without the need of going through the immigration process nor the need to collect the baggage when taking two (2) different flights to reach the final destination and stopping over at a transit station, is computed as two (2) Qualifying Flown Sectors.

No Qualifying Flown Sectors and/or BIG Points awarded for redemption on all AirAsia flights (including any ancillary booking) through BIG Points and/or BIG Points plus cash at www.airasiabig.com.

Qualifying Flown Sectors and/or BIG Points are earned through paid travels at www.airasia.com on all AirAsia flights. Refer to the Qualifying Flown Sectors below:

Table A*

Status Name

Qualifying Flown Sectors

Black

≥ 50

Platinum

24 – 49

Gold

14 – 23

Red

0 – 13

*Table A above may be subject to change from time to time at BIG’s sole and absolute discretion. 

Short haul flight(s) are counted as one (1) Qualifying Flown Sector. Long haul flight(s) including fly-thru are counted as two (2) Qualifying Flown Sector(s).

Qualifying Flown Sectors are not earned for the following:

  • Passenger no show for the relevant flight;
  • AirAsia flights redeemed through www.airasiabig.com; or
  • Non-revenue fare class such as charter flights, staff related benefits and duty travel.

Black Membership status also includes Members who have been personally invited by BIG following internal review and approval.

Membership Status Promotion

Membership Status promotion or upgrade for Members will be implemented immediately upon satisfaction of the Qualifying Flown Sectors. Membership Status promotion or upgrade for Co-Brand Credit Cardholders will be enforced immediately upon satisfaction of the Qualifying Flown Sectors or the bank and airline minimum spend criteria as shown below in Table C.

Membership Status promotion or upgrade will be reflected in the system on the 1st day of the subsequent month.  The promotion or upgrade date does not supersede the Membership Status review date which is done at the end of every calendar year i.e. the calculation period for the number of Qualifying Flown Sectors to determine the Membership Status will be based on the past twelve (12) months.

Membership Status Demotion

Membership Status demotion for Members will be enforced at the end of every calendar year upon review of the Qualifying Flown Sectors flown by the Member. Membership Status demotion for Co-Brand Credit Cardholders will be carried on the anniversary month of the relevant Co-Brand Credit Card.

Membership Status demotion will be reflected in the system by the 15th day of the subsequent month.

AirAsia BIG Credit Co-Brand Cardholders

BIG Member who is also an AirAsia BIG Credit Co-Brand Cardholder will automatically be placed under Platinum Membership status by default upon the launch of the revamped FFP by BIG (to be determined at its sole discretion). In order to retain Platinum Membership status, every AirAsia BIG Credit Co-Brand Cardholders will be reviewed for requalification of Platinum Membership status on the anniversary month of the relevant Co-Brand Credit Card and he/she would need to meet the following criteria as below during the first full twelve (12) months anniversary:

  • (a) Achieving the relevant bank’s and AirAsia’s and/or its affiliate airline’s minimum spend criteria as stipulated under the Table B* below:

Table B*

No.

Country
Product Type/Co-Brand Cards

Currency

Bank Minimum Spend1

Airline Minimum Spend2

1

Thailand
Credit

THB

100,000

5,000

2

Indonesia
Credit

IDR

30,000,000

2,000,000

*Table B above may be subject to change from time to time at BIG’s sole and absolute discretion.

Note: 

1 – Bank Minimum Spend covers all spend including but not limited to utilities bills, petrol transactions, insurance bills etc;

  • 2– Airline Minimum Spend covers all spend including base fare, special service request, airport tax, goods and services tax (“GST”), processing fee etc.

OR

  • (b) Flown from twenty four (24) to forty nine (49) Qualifying Flown Sectors flights with AirAsia and its affiliates.

A Member who is an AirAsia BIG Credit Co-Brand Cardholder, who is not able to satisfy criteria (a) or (b) as stipulated above, will be placed in the default status pursuant to the Qualifying Flown Sectors flown in the preceding twelve (12) months.

Every Member is only entitled to hold one (1) AirAsia BIG Credit Co-Brand Card and the review of the Membership Status will be based on the joining date (when they were issued with their cards) of the first AirAsia BIG Credit Co-Brand Card which will supersede the BIG Membership joining or registration date.

Non Personalized Card

This means that the Card you receive (together with the Pre-assigned BIG Member ID printed on the Card) excludes your personal information and name on the card front.

Validity of Card

The Card is a lifetime membership card.

Without prejudice to the foregoing, any requests for replacement Cards or new Cards shall be at our sole and absolute discretion. We may decline any requests for replacement or new Cards at our sole and absolute discretion, and our decision shall be final.

Card and Pre-assigned BIG Member ID

Once you receive the Card or Pre-assigned BIG Member ID only, you may use the Card and/or by quoting your Pre-assigned BIG Member ID to start earning BIG Points at any of our participating merchants or partners. However, if you wish to earn BIG Points for AirAsia flight purchases, you must first register the Pre-assigned BIG Member ID at the Website before you can use the Pre-assigned BIG Member ID during the booking process for AirAsia flights. To earn BIG Points at our participating partners, you will need to quote your Pre-assigned BIG Member ID.

You must also first register your Pre-assigned BIG Member ID and membership on the Website to be able to access and view your BIG Points balance and transaction history online at the Website as well as to redeem your BIG Points.

The Card and Pre-assigned BIG Member ID are non-transferable and shall only be used exclusively by you as the BIG Member. Your Card shall not be pledged by you as security for any purpose whatsoever.

You should frequently review your AirAsia BIG Account to check and verify your current BIG Points balance.
Your Card is and shall at all times remain our property and shall be surrendered to us immediately upon our request and may be repossessed by us at any time. By using the Card and/or Pre-assigned BIG Member ID, you agree and undertake:- (a) not to use the Card or Pre-assigned BIG Member ID for any unlawful and/or fraudulent activities; (b) not to use the Pre-assigned BIG Member ID and/or BIG Loyalty commercially to earn or redeem BIG Points; (c) to promptly notify us of any loss or theft of the Card; and (d) to only use the Card and Pre-assigned BIG Member ID in accordance with the terms and conditions of this Agreement. The Card and Pre-assigned BIG Member ID is non-transferable and may be cancelled, repossessed, or revoked by us at any time without prior notice to you.

You cannot use your Card or Pre-assigned BIG Member ID for business and/or commercial purposes which are deemed to be unacceptable by us and we shall be entitled to block your Pre-assigned BIG Member ID, the authorization for the use of the Card or your AirAsia BIG Account for such activities. If we do find that your Card and/or Pre-assigned BIG Member ID has been used for unlawful or fraudulent activity, we shall be entitled to reject the Transaction, suspend the Account, add to report and/or block and/or terminate the use of the Card and block your Pre-assigned BIG Member ID (including forfeiture of accumulated BIG Points under the BIG Loyalty) immediately without prior notice to you.

BIG Points

You are entitled to use your Card and/or Pre-assigned BIG Member ID to collect BIG Points at any of our participating merchants or partners by either swiping your Card (at selected partners terminals) or by simply quoting your Pre-assigned BIG Member ID. If you wish to earn BIG Points for AirAsia flight purchases, you must first register your Pre-assigned BIG Member ID at the Website before you can key-in your Pre-assigned BIG Member ID during the booking process for AirAsia flights on the condition that you are the actual passenger and your Account is in good standing. The number of days as to when the BIG Points will be credited and reflected in your Account will depend on AirAsia’s terms and conditions.

Any retrospective claim by a Member is strictly subject to the terms and conditions contained herein and Merchant’s terms and conditions and up to the maximum timeframe of sixty (60) days from the date of flight departure/flown. The final discretion to award BIG Points on any retrospective claim rest solely with BIG. No retrospective claim is allowed by any Member who failed to register as a BIG Member at the time of flight departure/flown.

BIG Points earn structure varies by each Merchant and the full list of merchants and BIG Points earn structure is available on the Website. The BIG Points earn structure may be subject to change from time to time as determined by us. We reserve the right to add, remove, substitute or change Merchants and the BIG Points structure from time to time at our sole and absolute discretion.
BIG Points earned will be posted to your Account based on the respective merchant's own terms and conditions (and the Merchant's stipulated time frame stated in their terms and conditions). This means that the number of days as to when the BIG Points will be credited and reflected in your Account, will depend on the respective merchant where you have earned points at. Hence, for avoidance of doubt, the time period for BIG Points to be credited and reflected in your Account varies from merchant to merchant and will depend on the respective merchant themselves. Accordingly, AirAsia, Tune Money and BIG assume no control, responsibility or liability as to the time period or the award and crediting of BIG Points from the respective merchants to you.

Adjustments will be made to the BIG Points accrued in your AirAsia BIG Account if there are any credit(s) or debit(s) posted to your account, including those arising from returned goods or service fees from billing disputes. Any disputed transactions/billings will not be credited with BIG Points. BIG reserves the right to change, at any time without prior notice, the number of BIG Points and where applicable, the number of BIG Points plus Ringgit value that are required to be redeemed for any of the items provided under the Redemption programme.

You acknowledge that BIG assumes no contractual or legal responsibility to you and has specifically limited its legal obligations in its arrangements with the respective suppliers, merchants and partners under the BIG Loyalty. The accumulation of BIG Points does not entitle you to any vested rights, and in accumulating BIG Points, you understand that you may not rely on the continued availability of any award, premium, or other benefit. BIG will not be responsible for any delay in the posting of the transactions and/or the accrual of the BIG Points.

BIG Points accumulated will be reflected in your AirAsia BIG Account activities list on the Website. You may only access your AirAsia BIG Account and all functions, features and services related thereto after you have registered your membership at the Website. All BIG Members may view their BIG Points under the activities list at the Website. Any disputes arising over the BIG Points statement must be notified to us within one (1) month from the date of the relevant statement. We will need you to provide us with supporting documents wherever applicable to assist us in settling any disputes. If we do not receive any notifications from you within the stipulated time frame of any disputes or inaccuracies in your BIG Points activities list, the statement will be taken to be correct, final and binding on you. BIG's, Tune Money's and/or AirAsia's decision on any such disputes are final and conclusive.

If you have earned BIG Points via your Pre-assigned BIG Member ID but you have still not registered your Pre-assigned BIG Member ID and membership at the Website, then those BIG Points will be forfeited by BIG at the end of the validity period of the said BIG Points. If you have not registered your Pre-assigned BIG Member ID at the Website, then whilst you can continue to earn BIG Points, however, you are not entitled to the redemption or benefit of the BIG Points under any redemption or rewards programme carried out by BIG. As such, those BIG Points earned by you shall expire and be forfeited by BIG after the expiry period if you still do not register your Pre-assigned BIG Member ID and membership at the Website.

If you have registered your Pre-assigned BIG Member ID and membership at the Website, any BIG Points earned by you but which have not been used by you to redeem any reward within the relevant validity period, will automatically expire and be deducted from your AirAsia BIG Account. An unused proportionate BIG Points earned and accumulated will NOT be carried forward and will be brought to the number zero upon expiry. There will be no extension period granted or time frame given for the redemption of any unused and expired BIG Points, unless otherwise approved by BIG.

Accelerated Earn Rate and Structure

BIG Points are awarded for travel on AirAsia flights in accordance with their corresponding fare class and Membership status as follows:

Table C*

Membership Status

Red

Gold

Platinum

Black

Flight Requirement (sectors)
0- 13 Qualifying Flights
14-23 Qualifying Flights
24-49 Qualifying Flights
≥ 50 Qualifying Flights
Low Fare
Earn up to 1.5X points
Earn up to 3X points
Earn up to 5.5X points
Earn up to 10X points
Premium Flex/ Premium Flat Bed
 2X points
 4X points
7X points
12X points
( example of points earned based on RM100 flight)
Low Fare
Earn up to 150 points
Earn up to 300 points
Earn up to 550 points
Earn up to 1000 points
Premium Flex/ Premium Flat Bed
200 points
 400 points
 700 points
1200 points

* Table C above may be subject to change from time to time at BIG’s sole and absolute discretion. 

Qualifying Flown Sectors are awarded to Members on any promotional fares but Members do not qualify to earn BIG Points on any promotional fares. A Member who is upgraded to a different class of travel without a reissuance of their flight ticket will receive BIG Points for the fare the Member purchased, as reflected on the ticket.

Validity Period of BIG Points

Effective 1st January 2017, Air-Asia BIG Points will remain valid for a period of thirty-six (36) months from the date of last activity and the total BIG Points balance in Member’s Account will automatically expire at the end of the 36th consecutive month for which the Member has not earned or redeemed any BIG Points. The expired BIG Points will be deducted from the Member’s Account. There will be no extension period or further time frame given for the redemption of any unused and expired BIG Points, unless otherwise determined or approved by BIG.

In addition to the standard validity period of BIG Points as stated above, BIG also retains the discretion to configure a different expiry date for different types of BIG Points that are awarded under specific promotions/campaigns which may have a different validity period as determined by BIG from time to time.

The following types of activities are EXCLUDED for the purposes of calculation of a valid activity pursuant to earning or redemption of BIG Points:-

  • Any BIG Points deducted from Member’s Account as part of fees for any related transactions pursuant to the terms and conditions of BIG Loyalty;
  • Transfer of BIG Points; or
  • Any adjustment of credit due to failed or disputed transactions.

Redemption

You can only redeem your BIG Points after you have registered your Pre-assigned BIG Member ID and membership under the BIG Loyalty at the Website. If you have not registered your BIG Member ID at the Website, whilst you can continue to earn BIG Points, however, you are not entitled to the redemption or benefit of the BIG Points under any redemption or rewards programme carried out by BIG. As such, those BIG Points earned by you shall expire and be forfeited by BIG after the expiry period if you still do not register your BIG Member ID and membership at the Website.

The person who has registered the Pre-assigned BIG Member ID is entitled to redeem the BIG Points accumulated in that particular Pre-assigned BIG Member ID irrespective that the person may not have been the original person issued with the Card or the Pre-assigned BIG Member ID.

IMPORTANT:- We will only recognize the person who has registered the Pre-assigned BIG Member ID and membership on the Website (on a "first come first serve basis"), and will not entertain any contesting claims or disputes on the same by any other persons.

All BIG Members (having registered their Pre-assigned BIG Member ID and membership on the Website) with AirAsia BIG Accounts in good standing and with sufficient BIG Points are eligible to redeem reward(s) and may do so using the various redemption methods implemented by BIG. BIG Points can be converted and redeemed by Members for, rewards as determined and introduced by BIG from time to time, which consist of, but are not limited to:-

  1. Flight redemptions (including AirAsia flights)
  2. Non-flight redemptions - other rewards, benefits and redemption items introduced or offered by BIG from time to time.

Please check the Website for the full list of redemption items offered from time to time.

When a Member redeems his BIG Points for any redemption items (including but not limited to AirAsia flights), BIG will proceed to deduct the stipulated number of BIG Points required for the said redemption item from the Member’s Account and will hold the BIG Points (for a period as deemed necessary by BIG) until the full payment for the said redemption item (including any balance of payment for the redemption item and taxes that may be due to BIG and/or the respective Merchant) is completed by the Member and a successful payment confirmation is provided by the respective Merchant to BIG. BIG will proceed to credit back the previously held BIG Points to the Member’s BIG Account upon receipt of an unsuccessful payment confirmation from the respective Merchant.

Suspected or actual fraud and/or suspected or actual abuse relating to the accumulation of BIG Points under the BIG Loyalty may result in forfeiture of accumulated BIG Points, cancellation of the Card and the Pre-assigned BIG Member ID as well as cancellation of a Member's participation in the BIG Loyalty.

BIG Points may also be deducted from your BIG Points balance in the following circumstances:

  • Any BIG Points suspected to be fraudulently recorded;
  • Any BIG Points recorded in error; and/or
  • Any BIG Points relating to a transaction which is or has been cancelled.

BIG Members are prohibited from engaging in willful misconduct or breach of any rules governing the BIG Loyalty, including, but not limited to the fraudulent acquisition or earning of BIG Points or sale/redemption or abuse of BIG Points or acquisition, sale/redemption or abuse of any benefits. BIG reserves the right to suspend, block and/or terminate the Member’s BIG Member ID as well as the BIG Membership and to immediately cancel any such transaction and/or redemption made by the Member.

BIG reserves the right to deduct any BIG Points as stated above without prior notification to you.

Conditions for Points Redemption:

  • The Cardholder must have registered his/her Pre-assigned BIG Member ID and membership at the Website;
  •  AirAsia BIG Accounts must be in good standing and not cancelled, suspended or terminated by either BIG or the Member at the time of a redemption request;
  • Request for redemption by Members with insufficient redemption BIG Points will not be processed;
  • When the Member redeems his/her BIG Points, the BIG Points earned will be deducted by chronological and date order so that the earliest expiring BIG Points will be redeemed first to be followed by earliest accumulated BIG Points;
  • Upon redeeming a reward, the Member releases BIG from any and all liability to the Member or any guest of the Member in respect of the redemption or use of such reward redeemed under the BIG Loyalty;
  • Any dispute concerning goods and services received as a reward under the BIG Loyalty shall be settled between the Member and the merchant, service establishment and/or supplier, which supplied the goods or services. BIG will bear no responsibility for resolving such disputes, or for the dispute itself;
  • The BIG Points earned have no cash or monetary value;
  • Any redemption request made and ordered by the Member, once accepted by BIG, cannot be revoked, cancelled, changed, returned or exchanged by the Member. All BIG Points that have been redeemed will not be credited back into the Member's Account;
  • BIG gives no representation or warranty with respect to any type of rewards under the redemption programme, whether flights or products and/or services offered up for redemption. BIG gives no warranty with respect to the quality of the products offered for redemption or their suitability or fitness for any purpose;
  • BIG assumes no responsibility and shall not be held liable for any claims, loss, costs, expenses or damages of whatever nature resulting from the redemption of any of the rewards by Members;
  • Information supplied for the redemption of rewards under the Redemption Programme may be used by BIG or the service establishment that provides the rewards for its/their administrative, public relations and marketing purposes;
  • All rewards redeemed are subject to availability and any restrictions may apply as to where and when the rewards can be redeemed (please note that BIG or service establishments may impose the restrictions accordingly);
  • Any additional meals, transportation or accommodation or other arrangements made in connection with any reward redeemed under the BIG Loyalty will be the sole responsibility of the Member;
  • Redemption or issuance of reward voucher(s) (if applicable) does not constitute a reservation with the said service establishments. The Member is still responsible for making all reservations and notifying the participating service establishments of the reward(s) they are going to redeem. Such reward vouchers/letters of redemption are valid for use until the date specified on the rewards vouchers/letters of redemption. If unused after the specified date, the reward vouchers/letters of redemption will lapse and no longer be valid and will not be replaced. The use of the reward vouchers/letter of redemption(s) is subject to the additional or respective terms and conditions contained therein;
  • Reward(s) and/or reward vouchers that have been redeemed by the Member are not exchangeable for other rewards, not refundable, not replaceable and not transferable for cash or credit under any circumstances;
  • BIG will not (a) replace, or (b) assist a Member by placing a hold or freeze status on any misplaced, lost or stolen reward vouchers or tickets under any circumstances whatsoever.

Redemption for Eligible Family Members (“EFM”) via Fly with Family programme

Effective 1st January 2017, a Member can nominate up to a maximum of ten (10) EFM at any one time to be in the Member’s redemption group called Fly with Family. This also includes a child who is treated like an adult.

A Member may redeem BIG Points for an EFM under Fly with Family programme, on the following basis:

  • The AirAsia BIG Member must specify the name and nature of his/her relationship with the EFM that they are redeeming for;
  • Any redemption made for an EFM under Fly with Family programme cannot be reversed or cancelled by either the Member completing the redemption or the EFM; and
  • BIG shall not be responsible for any incorrect redemptions made and in such circumstances will not refund any BIG Points incorrectly or mistakenly deducted.

AirAsia BIG Members can change or remove EFM’s under their Fly with Family redemption group ONCE A YEAR regardless of the number of EFM’s changed or removed. No further changes to the Member’s EFM under Fly with Family programme will be permitted thereafter during the same year

New, additional or replacement EFM’s are eligible for redemption benefits under Fly with Family programme once their names are registered in a Member’s Membership Account as an EFM under Fly with Family programme. This may take up to fourteen (14) days from the date of receipt of the nomination(s) by BIG.

BIG Points can only be used and redeemed after being reflected in the Member's Account. Redemption of rewards with insufficient redemption BIG Points will not be processed. BIG will not be responsible for any delay in the posting of the transactions and/or the accrual of the BIG Points. There is NO TRIAL PERIOD for all reward items redeemed. All redemptions are subject to the accumulation of sufficient BIG Points and subject to BIG's final acceptance. Orders will be cancelled automatically in the event of insufficient BIG Points. Prices and redemption points printed are correct at time of print and are subject to change without prior notice.

BIG's failure to enforce particular terms and conditions regarding the BIG Points and/or under the BIG Loyalty does not constitute a waiver of those terms and conditions by BIG.

BIG reserve the right to change, substitute or terminate any of the rewards and redeemable items under the BIG Loyalty at any time with or without prior notice.

Transactions with Merchants

We shall be entitled to share with and disclose to any Merchant to whom your Card may be presented, your BIG Member ID number and any other information which may be necessary to facilitate the use of your Card and Pre-assigned BIG Member ID or the processing of any transaction effected or to be effected through the use of your Card and/or Pre-assigned BIG Member ID.

Without prejudice to the above, we shall not be responsible for the refusal of any Merchant to honor or accept your Card or Pre-assigned BIG Member ID for the issuance of BIG Points or for any defect or deficiency in the goods or services supplied to you by any Merchant.

Loss, Stolen, or Unauthorized Use of Card

In the event of unauthorized use of your Card or Pre-assigned BIG Member ID, or your Card is lost or stolen, you should contact us immediately through web form, email, Facebook, Twitter or Weibo to notify us. We may block the redemption function of your accumulated BIG Points or even the entire functions of your Card and Pre-assigned BIG Member ID upon receipt of your notification. You should then send a confirmation in writing to us. As a matter of prudence, we advise you to lodge a police report immediately as soon as possible to substantiate your claim.

We may at our discretion on a case to case basis ask you for a copy of the police report confirming the same. If we do indeed require the police report, and you are not able to provide us with a copy, we may not be able to proceed with our investigations and we shall not be responsible or be held liable for any disputes or loss suffered by you in relation to any transactions incurred from unauthorized usage of the Card. You shall be and remain liable for all transactions incurred from unauthorized usage of the Card and/or Pre-assigned BIG Member ID, where investigations made by us or the police reveal that you are a party to any actions regarding any transactions effected through the use of the Card or your Pre-assigned BIG Member ID by any unauthorized person. You shall be liable for such unauthorized transaction before we receive written notification of the loss or theft. We shall not be responsible and shall not be liable for any transactions as a result of the loss or theft or misuse of the Card, occurring forty-eight (48) hours prior to you reporting the loss or theft of the Card to us.

Without prejudice to our rights and notwithstanding that you may have exercised all reasonable precaution to prevent the loss or theft or unauthorized use of your Pre-assigned BIG Member ID or your Card, and you have reported the loss or theft or unauthorized use thereof, you shall remain liable to us if you have acted fraudulently.

Upon the loss or theft of your Card or upon discovery that unauthorized person or persons have acquired knowledge of the Pre-assigned BIG Member ID or use of your Card not authorized by you, you may request us to issue a replacement Card or new BIG Member ID and we shall have the right at our sole discretion to accept or to refuse such request without having to assign any reason whatsoever. Any replacement Card may be subjected to a replacement card fee, unless waived by us at our sole discretion. If we approve your request for a replacement Card, and upon proper verification, we will issue a new Card to you.

Disclosure of Passwords, Unauthorized Access

If you wish to update your profile and personal data on the Website, including but not limited to, mailing address, contact details, phone numbers, email address, and other personal particulars, you need to log in to your Account and update your profile and personal data directly. These updates may take up to twenty-four (24) hours before it is reflected in your Account details. . You shall at all times keep all your passwords and security codes, security questions, security answers (including but not limited to those used for verification and authorization purposes and for access into your AirAsia BIG Account) secret and you shall use all reasonable precautions to prevent disclosure of the same to any unauthorized person, or third party. We shall not be responsible and shall not be liable for any loss suffered or in relation to the BIG Points transactions on your AirAsia BIG Account (whether online at the Website and portal or for any unauthorized transactions on your Card and/or Pre-assigned BIG Member ID), if you disclose any of your passwords, security codes, security questions, security answers or any of your personal details to unauthorized parties or third parties.

Fees and Charges

By entering into this Agreement, you agree and undertake to pay all fees (if applicable) arising out of and in connection with the use of your Card and Pre-assigned BIG Member ID under the BIG Loyalty, which may include amongst others, costs, expenses, and any other applicable taxes (including GST), duties and levies, applicable processing fees, cost of a replacement card, service charges and such other charges and fees not stipulated above as we may prescribe from time to time. We reserve the right to charge any fees that may be applicable for any services provided under the BIG Loyalty (in the form of deduction of BIG Points or via cash payment) as we may determine from time to time, and to revise such fees or to charge additional fees (if applicable) for new services (which are optional) which may be offered by us from time to time. All fees paid to or in connection with the Card and Pre-assigned BIG Member ID under the BIG Loyalty to us are non-refundable under any circumstances whatsoever. For full details of the applicable fees, please refer to the Website.

Transaction History - BIG Points

Transaction history in the form of activities list shall be available online under your AirAsia BIG Account profile on the Website. The activities list is ONLY accessible by you, the BIG Member who has registered on the Website by using his/her own user ID, password (and security hint question where applicable). All entries in the transaction history are deemed true and accurate unless you inform us of any error, exception, dispute or unauthorized transaction within one (1) month from the date of the transaction. If we do not receive any written notification from you concerning any error in the transaction history within the stipulated timeframe, the summary statement shall be deemed true, complete and accurate, and you shall then be deemed to have accepted the entries in the transaction history made up to the date of the last entry in the transaction history as final and conclusive.

In the event the investigations and verifications conducted by us reveal that the disputed transaction(s) (BIG Points accumulated) were accurate, you shall be liable to indemnify us against all other costs, expenses & charges that we may incur in the verification processes of the disputed transactions/BIG Points accumulated. Our findings in any investigation conducted shall be conclusive, final and binding on you and shall not be opened for questioning in any event.

Communication

We shall be entitled from time to time to contact you via electronic transmission (including, but not limited to email communication, telex, fax), short messaging services ("SMS"), or via telephone correspondence, and any other means of exchange communication in respect of, but not limited to, the confirmation of transactions, whether or not you transacted the same, status of your Card, Pre-assigned BIG Member ID, AirAsia BIG Account, BIG Points, communication on promotions (and promotional items) under the BIG Loyalty, and for any other matters relating to the Card, Pre-assigned BIG Member ID and BIG Loyalty. The information in respect of any electronic transmission may be subject to certain time lags and/or delays. The features of any such notice may at any time be varied or discontinued by us, with or without notice, at our absolute discretion. BIG, AirAsia and/or Tune Money shall be entitled to send you offers, promotional and marketing material with regards the BIG Loyalty from time to time.

Events of Default

We may suspend, block, revoke and/or terminate the Card, your Pre-assigned BIG Member ID, your access to the Website, your participation in the BIG Loyalty and/or any of the services offered (including the forfeiture of accumulated BIG Points) with or without prior notice notwithstanding that we may have waived our rights on some previous occasion upon the occurrences of any or more of the following events, including but not limited to:-

if payment of any sum of money is due from you to us for whatever reason (if applicable); or if you use your Card or Pre-assigned BIG Member ID for any unlawful activities; or if you commit or threaten to commit a default or breach of any agreements, covenants, stipulations, terms or conditions set out in this Agreement; or if you have furnished false information or data to us; or if in our absolute opinion, your AirAsia BIG Account has not been operated satisfactorily or used for fraudulent purposes; or if we have noticed irregular, suspicious or unauthorized activity on your Card, Pre-assigned BIG Member ID or in relation to accumulation of BIG Points; or if an event or events has or have occurred or a situation exists which should or might in our opinion prejudice your ability to perform your obligations under this Agreement; or if we in our absolute discretion refuse to issue a replacement Card; or if we in our absolute discretion decide to cancel or terminate the use of your Card, your participation in the BIG Loyalty, your Pre-assigned BIG Member ID, or if you use your Card or Pre-assigned BIG Member ID for business and/or commercial purposes which we deem not acceptable; or if there has been suspected or actual fraud and/or suspected or actual abuse relating to the accumulation of BIG Points by you. In such circumstances, any accumulated BIG Points shall be forfeited and we shall cancel your Card, your participation in the BIG Loyalty and your Pre-assigned BIG Member ID. We reserve the right to take any action against you as may be deemed necessary or as may be required under governing laws or by the relevant governing authorities.

We reserve all rights to block, decline or terminate your registration under the BIG Loyalty, the issuance of a Card or Pre-assigned BIG Member ID to you (if the same has already been issued to you) if we find that you have furnished false or misleading information to us concerning your personal details and any other information required in the application form immediately at our sole discretion without any prior notice to you. We shall not refund any joining or processing fee(s) (if applicable) to you if you have not received the Card or Pre-assigned BIG Member ID yet.

If we obtain judgment from any court for any sum owing under this Agreement, any charges payable shall continue to be payable from the date of judgment until the date of full payment of such sum of money so adjudged to be payable to us.

Cancellation of Use

We may at our sole and absolute discretion, limit, block, suspend or terminate your use of the Card, your participation under the BIG Loyalty and the Pre-assigned BIG Member ID (including the forfeiture of accumulated BIG Points), if we detect any unusual, irregular, suspicious, fraudulent or unauthorized activity on your Card, Pre-assigned BIG Member ID, AirAsia BIG Account and/or BIG Points; or suspect misuse of your Card, Pre-assigned BIG Member ID, AirAsia BIG Account and/or BIG Points; or there is a contravention; non-adherence or breach of any of the provisions of this Agreement. We shall have the right to withdraw at our absolute discretion, all or any of the facilities provided by us (including those under the BIG Loyalty, including the termination of the Pre-assigned BIG Member ID and forfeiture of any accumulated BIG Points) in connection with the use of your Card or Pre-assigned BIG Member ID at any time with or without notice and without assigning any reasons for it, and in such circumstances if we so deem fit to terminate use of your Card and Pre-assigned BIG Member ID notwithstanding that we may have waived our rights on some previous occasions. We may refuse to issue a Card, Pre-assigned BIG Member ID or may revoke the Card, Pre-assigned BIG Member ID and BIG Loyalty privileges with or without cause or notice, other than any required by applicable law.

If we detect unusual, irregular, suspicious, unauthorized or fraudulent activity on your AirAsia BIG Account, we may reject the Transaction, suspend the Account and/or block the use of your Card, Pre-assigned BIG Member ID and its account immediately as security/precautionary measures (with or without prior notice to you) until we can verify the activity. If we decide to cancel or suspend (block) the use of the Card and your Pre-assigned BIG Member ID, we will attempt to notify you via phone or electronic mail or any other means of communication.

Voluntary Cancellation of Card and Pre-assigned BIG Member ID

You may at any time of your own accord cancel your Card, Pre-assigned BIG Member ID and AirAsia BIG Account by sending a notice in writing and/or email notification to us. We will then terminate the Card, Pre-assigned BIG Member ID and your participation under the BIG Loyalty, and your Pre-assigned BIG Member ID will no longer be valid for use to earn and/or redeem BIG Points. The cancellation of your Membership is an irreversible process and the cancelled Membership cannot be reinstated in any way whatsoever. Any BIG Points accumulated and/or remaining in your Account at the time of cancellation will be forfeited.

Points Inheritance

In the event of death of a Member, the Executor or the Administrator of the deceased Member’s estate is able to request inheritance of the BIG Points from the deceased’s Account once the following supporting documents are provided to BIG: certified copy of the death certificate and certified copy of the Grant of Probate or certified copy of the Letter of Administration and/or any other relevant documents to support the claim as BIG deems necessary. Prior to inheritance of the BIG Points, the recipient of the inheritance BIG Points needs to be registered as a Member of the BIG Loyalty and shall be subject to the terms and conditions of the BIG Loyalty. Once approved by BIG, the balance BIG Points of the deceased Member shall be transferred to the approved recipient once all documents and necessary information have been verified by BIG.

Variation of Terms

BIG may also at any time vary, revise, amend, withdraw, substitute or remove any of the terms and conditions of this Agreement. Any such amendment shall be effective once the revised terms have been posted on the Website and as of the date of such posting on the Website, the revised or new terms will apply, including, without limitation, all future transactions using the Card or the Pre-assigned BIG Member ID and redemptions of BIG Points under the BIG Loyalty. We may also issue a notice concerning any variation, revision or change. Notwithstanding the foregoing, advance notice of any change may not be given if it is necessary to make any such change immediately. Any amendments, alterations, withdrawals and/or termination changes may affect BIG Points which you have already accumulated as well as any future accumulation of BIG Points. The retention or use of your Card or Pre-assigned BIG Member ID or redemption of BIG Points after the effective date of any variation, revision or change of terms and conditions shall be deemed to constitute acceptance of such variation, revision or change without reservation by you.

If you do not accept the proposed variation, revision or change, you are entitled to terminate the use of your Card or the Pre-assigned BIG Member ID by contacting us, and the provisions relating to termination above shall apply, and we may request you to return the Card to us.

Notwithstanding the above, BIG specifically reserves the right to withdraw or terminate the BIG Loyalty (in whole or in part), any programme or benefit thereunder at any time with or without prior notice.

We may from time to time issue additional terms and conditions, if required. In addition to these terms and conditions, any additional terms and conditions specific to the loyalty and rewards program, BIG Points earning, BIG Points redemption or benefits under AirAsia or any other merchant under the BIG Loyalty shall apply and be binding on you in addition to and not in substitution for any terms and conditions contained in this Agreement.

We suggest that you check the terms and conditions regularly whenever you visit the Website to ensure that you have seen them and are aware of our latest terms and conditions.

Disclosure

You consent to the disclosure of your personal information (including details related to your Card, Pre-assigned BIG Member ID, BIG Points transactions, AirAsia BIG Account and any details under and related to the BIG Loyalty) to BIG, AirAsia, Tune Money and each of their respective group companies, related corporations, affiliates, subsidiaries, associates, and BIG’s, Tune Money’s and AirAsia’s licensees, vendors, service providers, merchants, strategic partners, any third party contractors, within and beyond Malaysia (as further stated in BIG’s  Privacy Policy) involved in the BIG Loyalty. You further consent to the processing and disclosure of your personal information (including details related to your Card, Pre-assigned BIG Member ID, BIG Points transactions, AirAsia BIG Account and any details under and related to the BIG Loyalty and any other information which may be necessary to facilitate the processing of any transaction affected or to be affected through the use of your Card, Pre-assigned BIG Member ID, BIG Points transactions, AirAsia BIG Account, BIG Member ID and any details under and related to the BIG Loyalty, to Merchants and other parties involved in the BIG Loyalty and providing services in relation to the same.

We shall be entitled to disclose and you irrevocably consent to our disclosure of any information pertaining to you, your AirAsia BIG Account, your Pre-assigned BIG Member ID, your BIG Points and any other information under the BIG Loyalty to such extent as we may at our sole and absolute discretion deem fit to any regulatory body or such other authority having jurisdiction over us; and to AirAsia, Tune Money and each of their respective group companies, related corporations, affiliates, subsidiaries, associates, and BIG’s, Tune Money’s and AirAsia’s licensees, vendors, service providers, merchants, strategic partners, any third party contractors, within and beyond Malaysia (as further stated in BIG’s Privacy Policy) involved in the BIG Loyalty to enable or assist us in the provision of services or to exercise or enforce our rights hereunder and/or any other party whomsoever as we may, at our sole and absolute discretion, deem fit.

In particular, you further understand and acknowledge that we are entitled and need to share and disclose your information to AirAsia and Tune Money for the purposes of the BIG Loyalty. If we do not have your personal information, or you choose not to share any information that we may require, we may not be able to provide or continue to provide the loyalty related services to you, and we will not be obliged, responsible or held liable for the failure to provide the same (and/or any disputes in relation thereto).

Any disclosure by us of the information referred to in this provision will not render us liable to you for any claim, loss, damage (including direct or indirect damages or loss of profits or savings) or liability howsoever arising whether in contract, negligence, or any other basis arising from or in relation to: the release or disclosure of the information by us; and/or the information being incorrect, erroneous or misstated; and/or reliance on the information, whether caused by us or other third party's omission, misstatement, negligence or default or by technical, hardware or software failures of any kind, interruption, error, omission, viruses, delay in updating or notifying any changes in the information or otherwise howsoever.

Costs and Expenses

You hereby agree that if we take legal proceedings against you because of a default in the terms of this Agreement, you shall be liable to pay to us all legal costs (including costs on a solicitor and client basis), other costs, charges and expenses which we may incur in enforcing or seeking to enforce any of the provisions of this Agreement or in obtaining or seeking to obtain payment of all or any part of the monies owing by you. Your responsibility for fees and costs shall not exceed the maximum amount allowed by law.

Indemnity

You shall hold us harmless and indemnify us against any liability for loss, damage, costs and expenses (legal or otherwise including all costs on a solicitor and client basis) which we may incur by reason of the provisions herein or in the enforcement of our rights hereunder.

Service and/or Notification

You irrevocably consent to the service of any documents, materials, product materials, notice or statement hereunder by ordinary post to your last known address in our records and such service shall be deemed effective on the 5th day after posting. You hereby agree that if any action is begun in the courts in Malaysia in respect of this Agreement, the legal process and other documents may be served by posting the documents to you at your last known address in our records and such service shall on the 5th day after posting, be deemed to be good and sufficient service of such process or documents.

Any notice or other document to be given under this Agreement and all other communications by you to us with respect to the legal process shall be in writing and may be given or sent by hand, or registered post to us at the address set out below or to such other address as we may give notice to you:-
By Mail or Hand To:

BIG Loyalty Sdn. Bhd. Unit 19-04-02, Level 4, Wisma Tune, 19 Lorong Dungun, Damansara Heights, 50490 Kuala Lumpur, Malaysia.

Waiver

Our acceptance of any terms or payments or any waiver by us of our rights or any indulgence granted to you shall not operate to prevent us from enforcing any of our rights hereunder this Agreement nor shall such acceptance operate as consent to the modification of any of the terms of this Agreement in any respect.

We may, at our discretion from time to time without notice, waive our rights under this Agreement in certain circumstances. We can waive our rights without affecting our other rights. If we waive any right, we do not waive the same in other circumstances. The rights and remedies provided in this Agreement are cumulative and not exclusive of any rights or remedies provided by law.

Assignment

We shall be entitled at any time without your consent to assign the whole or any part of our rights or obligations under this Agreement with or without notice to you. This Agreement, Pre-assigned BIG Member ID, and/or Card shall not be assigned by you to any other third party without our written consent.

Successors Bound

This Agreement shall be binding upon and ensure to the benefit of our respective successors in title and assigns provided that you may not assign your rights and obligations under this Agreement without our prior written consent.

Severability of Provisions

If any of the provisions of this Agreement becomes or is determined to be invalid, illegal or unenforceable in any respect under any law, rule or regulation, the remaining terms of this Agreement shall not be affected, and all other provisions of this Agreement will still be valid and enforceable and this Agreement shall be interpreted as if the invalid terms had not been included in this Agreement.

Governing Law and Jurisdiction

This Agreement is a contract made under the laws of Malaysia and shall for all purposes be determined, governed by and construed in accordance with the laws of Malaysia. You consent and agree to submit to the exclusive jurisdiction of the Courts of Malaysia concerning all matters arising out of or in connection with your use of the Card or Pre-assigned BIG Member ID under this Agreement.

Notification of Change

You should always ensure that you provide us with your most updated and current personal particulars and information concerning your mailing and correspondence/permanent address, contact number, electronic mail address and other required details in order to ensure that your records with us are kept up to date, complete and accurate. If any information supplied by you changes during the course of your membership with us, you should update your Account accordingly at the soonest. This includes any change in your mailing, permanent, correspondence or office address, electronic mail address or contact number. Failure to do so may result in either your Card, Pre-assigned BIG Member ID, BIG Points, AirAsia BIG Account or information requested by you via mail regarding the BIG Loyalty being sent to the wrong person or wrong address. Any notice given by us shall be deemed given to you if sent by electronic or postal mail to the last known mailing/correspondence address of you, as shown on our records. We shall NOT accept any notification of addresses' (business, office, residential or correspondence address) bearing a Post Box ("P.O. Box") number.

Conflict Between English Text And Other

If there is any conflict or discrepancy between the English text of terms and conditions of this Agreement and any translation thereof, the English text shall prevail.

Use of the Website

Terms of Use. In addition to the foregoing terms and conditions, when you use our Website, the terms of use of Website shall apply in addition to and not in substitution for any terms and conditions contained in this Agreement.



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Last Updated on 28 August 2018