Frequently Asked Questions

General FAQ's about the Wala'a Rewards Portal


Q1. What is Wala'a Rewards program?
A1 . Wala'a Rewards is the loyalty program for DIB Prime and DIB SHAMS Covered Cards. These are earned as a percentage of retail spends by the Cardholder ("Cardholder" or "You"). These can be used by the Cardholder to redeem against a list of offers put together by the Bank.

Q2. What are the Products, Interactions & Activities included in Wala'a Rewards?
A2. Please refer to www.dib.ae for more information on how to earn Wala'a Rewards.

Q3. How do I login to the Wala'a Rewards portal?
A3. Redeem your Wala'a Rewards instantly through the alt Online Banking or alt Mobile App. Click on the 'Relationship Summary' menu, to view the 'Wala'a Rewards' section. Under this section, you may redeem your rewards for any of the available options.

Q4. Can I use my DIB's Online banking credentials to transact on Wala'a Rewards website?
A4. Yes, DIB's Online banking credentials can be used to navigate to Wala'a Rewards rewards portal.

Q5. Where can I find my Wala'a Rewards Summary?
A5. You can view your Wala'a Rewards on Account Summary in the My Account section or it is displayed on the bottom left corner, when you are logged in to your account.

Q6. Can I view my rewards earn by transaction?
A6. Yes, rewards earn by transaction can be viewed on the Transaction Summary on My Account Page.

Q7. Can I view my Redemption History?
A7. Yes, the Redemption History can be viewed on My Redemption Tab, on My Account Page.

Q8. Can I view my source of earn?
A8. Yes, source of your earns can be viewed under Transaction Summary on My Account Page.

Q9. How frequently are Wala'a Rewards updated?
A9. For your covered card/debit card spends, Wala'a Rewards are updated within 3-4 days of your transaction. For all other interactions, Wala'a Rewards are updated on a monthly basis.

Air Travel


Q1. Which all airlines and hotels, I can redeem my Wala'a Rewards?
A1. You can redeem your Wala'a Rewards at more than 900 airlines and more than 700,000 hotels worldwide.

Q2. Can I redeem my Wala'a Rewards for ticket and hotel booking for my family or friends?
A2. Yes, you can redeem your Wala'a Rewards for family members and friends.

Q3. How do I know my airline or hotel booking or product purchase was confirmed?
A3. The portal generates e-Receipt and e-Ticket and sends the same to your registered email-id. This will also be available in the My Redemption tab. You may click on the same for viewing or you may choose to email the receipt to your email id. You can also call DIB contact center on 04 609 2222 in case you do not receive the e-Ticket within 24 hours of booking / redemption.

Q4. What if I don't get a confirmation at the time of booking?
A4. If a confirmation page doesn't display once you complete your booking, please check for a confirmation under the Redemption section. In case Wala'a Rewards have been deducted and you cannot see the purchased product, kindly call us on 04 609 2222 and we will be happy to resolve.

Q5. Can I book tickets for infants on Wala'a Rewards?
A5. Yes, you can book one infant per adult on Wala'a Rewards. As per airline rules, the age of the infant must be below 24 months as on the date of travel. Please make sure that you carry valid proof-of-age document at the time of check-in. The infant is not awarded a seat on the flight and they have to travel with the accompanying adult.

Q6. What is the maximum number of seats I can book?
A6. A maximum of 9 seats can be booked at one time. If you need to book for more than 9 travellers, you will have to re-start the booking process for the additional travellers. Airlines rules apply.

Q7. I did a search for flight tickets and selected my flight. However, after providing the passenger details, I see that the fares have increased. Why?
A7. Due to the dynamic nature of airline fares, it may happen that when you confirm the booking after entering passengers details, the seats at your selected fare are sold out leading to increased fare. In case the fare has gone up, you may modify the search and select a cheaper flight.

Q8. How do I confirm my seat assignments?
A8. Wala'a Rewards does not offer a pre-seating option. However, you can do web check-in for your flights through the airline portal and select your seats before you travel.

Q9. How do I get a boarding pass for an e-ticket?
A9. You can check-in in three ways.
Some of the airlines provide a web check-in facility, where you can select your seat and print your boarding pass online. If you use this facility, you will have to approach the check-in counter to drop your baggage.
You can also check-in using Tele check-in service provided by some of the airlines. In such cases, you will have to present your ticket and ID proof at Airline check-in counter for issuance of boarding card and for baggage drop.
Alternatively, you can check-in physically at the airport counters of the airline by presenting your ticket and ID proof.

Q10. How do I find out my baggage limit?
A10. Please note that airline restrictions on baggage apply to both checked-in bags as well as cabin baggage. Kindly contact the airline directly or visit their website for accurate details regarding baggage limit.

Q11. I've booked my tickets but need to add my child's tickets to my booking. How do I do it?
A11. We do not allow child below 12 years to be booked individually. Please contact your airline to create the booking of child directly with them.

Q12. How do I print my ticket?
A12. Just login to your account and visit the My Redemption tab. The redemption tab contains your past redemptions. Just click on the relevant link to view your ticket.

Q13. Can I book a special request like meal, wheelchairs through Wala'a Rewards?
A13. No, Wala'a Rewards website does not support this feature. Please contact the airline directly.

Q14. How do I change a flight reservation?
A14. Please call the number printed on your redemption receipt (eTicket) to make required amendments - date and time change or upgrade or any other change. Please note that, the airline may charge a fee to amend the tickets. In case of cancellation, we cannot refund the Wala'a Rewards already redeemed.

Hotel Reservation


Q1. Can more than two adults stay in one room?
A1. Most hotels allow additional guests to stay in a room for an extra charge as long as the room doesn't exceed the maximum number of guests allowed per room. You can directly check with your hotel and they will help you with the request, which is subject to the terms and conditions of the hotel.

Q2. Our children will be traveling with us - do they stay for free?
A2. When making your booking, select the number of children traveling with you from the 'Children' drop-down box. If you select just 1 child, our search will give you the price of a double room with child, not including an extra bed. If you want an extra bed in the room, you need to increase the number of guests in your search or contact the hotel when you are travelling. It is subject to the terms & conditions of the hotel.

Q3. What if I need a specific type of hotel room (non-smoking, wheelchair friendly, etc.)?
A3. Please book your room and contact the hotel at the number mentioned on your e-reservation receipt. Please note that your requests are subject to the terms and conditions of the hotel.

Q4. How long will it take for the hotel to get my booking information?
A4. The time it takes for a hotel to get your booking information varies by specific hotel and arrival date. In most cases the hotel should receive the reservation information within 12 hours of the time you made your booking (except for nights and weekends when the hotel's reservation department is closed). Please note that this does not apply to bookings made for the same day.

Q5. What is my hotel's check-in time?
A5. Typically, the hotel check-in time is after 2:00 pm (local time). Please check with your specific hotel for its exact check-in time.

Q6. Will the hotel hold my room if I'm arriving late?
A6. Please check the details with your specific hotel for confirmation. It is subject to the hotel terms & conditions.

Q7. What if I'm going to arrive early?
A7. Please check the details with your specific hotel for confirmation. It is subject to the hotel terms & conditions

Q8. How do I get a receipt or invoice for my hotel booking?
A8. Please log in to your Wala'a Rewards Account and visit the My Redemption page. You should be able to see the link depicting your hotel booking. Just click on this link and you can view your receipt.

Q9. How do I cancel my hotel booking?
A9. Your booking cannot be cancelled and the miles and booking amount is non-refundable.

Q10. By when do I need to amend my hotel booking?
A10. Please refer through the hotel's booking policy mentioned on the booking page and in the printed e-reservation slip, while making the reservation. Please keep in mind that irrespective of what the hotel's booking policy says, you cannot cancel your booking.

Q11. How will I get my Wala'a Rewards back after cancelling a hotel / air booking?
A11. Wala'a Rewards for cancelled bookings are non-refundable. We recommend you check your booking selection prior to any redemption.

Online Redemption: Online Shop, Gift Vouchers and Miles Exchange


Q1. Apart from Flight and Hotel what can I redeem My Wala'a Rewards for?
A1. Wala'a Rewards can also be redeemed for various vouchers for purchasing products through an online shop. The vouchers are available across, Electronics, Health and Fitness, Jewelry, Apparel etc. You can convert your Wala'a Rewards to Qatar Airways Avios and Etihad Guest Miles.

Q2. How do I redeem my Wala'a Rewards?
A2. Redeem your Wala'a Rewards instantly through the alt Online Banking or alt Mobile App. Click on the 'Relationship Summary' menu, to view the 'Wala'a Rewards' section. Under this section, you may redeem your rewards for any of the available options.

Q3. How do I know the voucher conditions, validity and whom do I reach if I have a query?
A3. All the conditions pertaining to voucher are clearly mentioned on the voucher. The voucher also carries the number of the merchant where any query with regards to the voucher could be made.

Q4. Can my purchase value at the merchant be more or less than the voucher value?
A4. In case you would like to purchase an item from the merchant, which is valued more than the actual voucher value, you can do so by paying the balance amount through your DIB Card.
In case the purchased value is lesser, you will not be entitled for any refund on the voucher value.

Q5. How can I access my voucher if I lose the voucher email?
A5. Vouchers can be reprinted by accessing the 'My redemption' tab.

Q6. What are the Terms and conditions for Etihad Guest Miles Exchange?
A6. Etihad Guest member has to be the customer of Wala'a Rewards Rewards Programme to convert points to miles.

Q7. What are the Terms and conditions for Qatar Airways (QA) Avios Exchange?
A7.

Q8. What are the Terms and Conditions for Online Shop redemption?
A8.