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Site Terms and Conditions

CLUB PREMIER® LOYALTY PROGRAM TERMS AND DEFINITIONS

DEFINITIONS

“Accrual of Premier Points”: It is the obtaining of Premier Points by Members, derived from the acquisition and/or use of air travel services of the participating airlines in the Program, as well as from the acquisition and/or use of goods and/or services of other Businesses Affiliated to the Program. The accrual is applied to the corresponding Account of the Club Premier Member in accordance with the rules in force for the Accrual Program, available on the Club Premier website.

“Retroactive Accrual”: It is the accrual that Club Premier Members request to be applied after a flight in any of the airlines participating in the Program, when applicable, and/or after acquiring goods or services from any of the Businesses Affiliated to the Program, as applicable, in accordance with the rules in force for the corresponding retroactive accrual.

“Participating Airlines”: It is the Airlines affiliated to the Club Premier Program.

“Club Premier Application, Program Application, App and/or Mobile App”: It refers to the program owned by Club Premier, which can be installed by Club Premier Members in their mobile devices to perform certain activities related to the Club Premier Program, in accordance with its terms and conditions, which can be consulted on the Club Premier website and/or whenever this Application is downloaded.

“Club Premier Program Benefits”: It refers to the products, services, benefits and/or privileges that Club Premier Members can acquire or obtain, whether by the Redeeming of Premier Points or by the Accrual of a certain number of Eligible Premier Points in order to be able to enjoy Aeroméxico Levels, in accordance with the terms and conditions applicable and in force for these Levels, available on the Club Premier website.

“Club Premier Telephone Attention Center”: It refers to the Club Premier Member phone attention center by calling:

Mexico City
(52 55) 1519 4040
United States of America
(1) 855 412 2650
Spain
900 995 282
Chile
800 400 239
Rest of the world
800 800 56800

Service hours from Monday to Sunday from 08:00 to 22:00 hours (GMT-5) or via the e-mail [email protected]

“Club Premier”: It is the coalition loyalty program open to the public in general, which enables enrolled people to accrue credits in the form of Premier Points in their respective accounts for the use of the air travel services of the participating airlines and/or for the acquisition and/or use of goods and/or services of other companies participating in the program (hereinafter, “the Program”), in accordance with the Program application Rules. These Points can be exchanged for the benefits established, in accordance with the rules in force published on the Club Premier website.

The Program is operated and managed by PLM Premier, S.A.P.I. de C.V. (hereinafter, “PLM”), which is the holding and operating company, with address located at Av. Paseo de la Reforma, No. 250, Torre Niza (A), Piso 20, Col. Juárez, Del. Cuauhtémoc, C.P. 06600, Ciudad de México.

“Web Password”: It is the code assigned by the system and/or by Club Premier Members, with which they can access and/or manage their Club Premier Account on the Club Premier website, as well as in the Program Mobile Application. The password is required to use the Premier Points on line.

“Club Premier Account”: It is the individual account of each Club Premier Member where the Premier Points will be accrued, obtained by the use of the air travel services of the participating airlines and/or by the acquisition and/or use of the goods and/or services of other businesses participating in the Program. The Account records all the Accrual and Redeeming movements of Premier Points made by Club Premier Members.

“Affiliated Companies or Businesses”: It is the companies affiliated to the Program that have executed an Affiliation Agreement with Club Premier in which Premier Point Accumulation and/or Redeeming transactions can be made, depending on the specific rules for each company, stated in the terms and conditions available on the Club Premier website.

Family Group”: It is a benefit of the Program, where Club Premier Members are members of the same family, parents and children exclusively, link their Club Premier accounts to perform the transfer or reception of Premier Points, in accordance with the terms and conditions applicable and in force, available on the Club Premier website.

“PIN”: (Personal Identification Number) it means the identification code assigned by the system or by Club Premier Members to access their Club Premier Account and for when they makes inquiries and/or transactions through the Club Premier Telephone Attention Center. This number will allow them to Redeem their Club Premier Points, when applicable, in the Affiliated Businesses or Companies, in accordance with the terms and conditions for the Redeeming of Premier Points available on the Club Premier website.

“Club Premier Account Number”: It is the unique, personal and non-transferrable number given by Club Premier to each Club Premier Member when they enroll in the Program.

“Club Premier Website or Program Website”: It is the website available to the public in general: https://www.clubpremier.com/mx/bienvenido/.

“Premier Point”: It is the denomination given to the exchange unit obtained by Club Premier Members in their Club Premier Accounts, derived from an Accrual, bonus, and/or specific and applicable promotion, granted by Club Premier, which can be exchanged for Club Premier Benefits, in accordance with the rules in force of the Program. These points do not have any monetary value. Therefore, they cannot be exchanged for or reimbursed in cash.

“Eligible Premier Points”: They are the Premier Points accrued from January 1 to December 31 of each year for the flights made by Club Premier Members with Aeroméxico and/or Skyteam Airlines affiliated to the Club Premier Program and applicable to enjoy Aeroméxico Levels, in accordance with the rate conditions available on the Aeroméxico website: https://aeromexico.com/es-mx/informacion-de-vuelos/familias-tarifarias.

“Program”: It has the same meaning as Club Premier.

“Rules and/or Terms and Conditions”: It refers to these terms and conditions, as well as to all the others related to the Program available on the Club Premier website, which include the steps, descriptions, and restrictions to participate in it and/or in specific promotions of the Program.

“Premier Point Redeeming”: It is the use and/or exchange of Premier Points previously accrued by Club Premier Members, to obtain the services and/or products, whether from the airlines participating in the Program or for the purchase and/or use of goods and/or services of other Businesses Affiliated to the Program, in accordance with the rules in force for the Program Redemption, available on the Club Premier website.

“Balance”: It is the Premier Points available in the Club Premier Account of a Club Premier Member.

“Club Premier Member”: It is the natural person enrolled in the Program.

“Club Premier Card”: It is the plastic that is given to Club Premier Members as evidence of their enrollment in the Club Premier Program, which must be presented in the Affiliated Businesses or Companies for the Accrual or Redeeming of Premier Points.

“Club Premier Digital Card”: It is the virtual card given to Club Premier Members via the Club Premier Application to evidence their enrollment in the Club Premier Program, and that can be presented in the participating businesses of the Affiliated Companies for the Accrual or Redemption of Premier Points. It also identifies the Members as eligible to enjoy certain benefits, such as access to Premier rooms and SkyTeam rooms (depending on the level).

“Club Premier Online Store”: It is the online store available in: https://tienda.clubpremier.com/.

“Club Premier Physical Stores”: They are Club Premier stores located in:

  1. i) Centro Comercial Perisur (Shopping Mall), Local 317, Anillo Periférico Sur No. 4690, Coyoacán, Ampliación Pedregal de San Ángel, 04500 Ciudad de México. Open from 11:00 am to 8:00 pm from Monday to Sunday.
  2. ii) Centro Comercial Santa Fe (Shopping Mall), New Annex, Local 1538, Avenida Vasco de Quiroga 3800, Contadero, 05109, Ciudad de México. Open from 11:00 am to 8:00 pm from Monday to Sunday.

“Authorized Transaction”: It is the acquisition and/or use by Club Premier Members of services and/or products of the Businesses Affiliated to Club Premier, for the accrual and/or redeeming of Premier Points, in accordance with the terms and conditions established for each Affiliated Business.

“Point Transfers”: It is the activity in which Club Premier Members can transfer their points of the loyalty programs in which they are enrolled, of Affiliated Businesses exclusively, to the Club Premier Program. The transfers are made through the conversions specified in the terms and conditions applicable to and in force of the Transfers, available on the Club Premier website.

CLUB PREMIER MEMBERS

All those natural persons with address in the United Mexican States (hereinafter, “Mexican Republic”) and/or living in countries where loyalty programs are not forbidden, may be Club Premier Members.

Minors and people with disabilities who are Club Premier Members will be represented by the people who, in accordance with the applicable legislation, exercise the custody or guardianship over them.

With regards to Club Premier Members that are minors, the parents or guardians will be the only authorized and responsible persons for representing them as Club Premier Members for each and all the relevant proceedings.

Club Premier Staff may at any time request the people who have the parental authority or guardianship of any Club Premier Member to fully evidence this capacity, and any proceeding performed on their behalf will be understood as made under protest to tell the truth and they will assume fully and absolutely any responsibility derived from these acts. Therefore, they expressly release Club Premier from any responsibility, with the obligation of holding it harmless from any controversy originated from these circumstances.

ENROLLMENT TO THE PROGRAM

The current steps required for enrolling in the Program are free and are the following:

  • Over the telephone by calling the Club Premier Telephone Attention Center and providing their personal information.
  • Via the Internet, by entering their information on the Club Premier website.
  • Through the Aeroméxico sales area, using the telephone attention center.
  • Through the Club Premier Physical Stores.
  • Special cases, when applicable, through any website of any of the Businesses Affiliated to the Program.
  • Via the Club Premier Application.
  • In those cases when activations are made in events of any Company Affiliated to the Program or in Club Premier events.
  • Provisional cards obtained in points of sale of the Affiliated Businesses.
  • Through the acquisition of any of the shared brand Credit Cards.

When a person enrolls in the Program over the telephone, they will be provided with a Club Premier Account Number, being automatically registered in the Program. When a person enrolls in the Program on the Internet through the Club Premier website, when they finish entering their information, they will be provided with a Club Premier Account Number, being automatically registered in the Program.

When a person enrolls in the Program through the Aeroméxico sales area, they will be provided at that time with a Club Premier Account Number and they will receive an e-mail so that they can complete the Program enrollment process. Club Premier Members must complete the enrollment process before they can receive their Club Premier Card.

In above cases above, Club Premier Members will receive their Club Premier Card within fifteen (15) business days after their complete information is entered correctly in the system. Club Premier Members are responsible for verifying that the information they entered is correct in order for the card to be sent out.

When a person enrolls in the Program at the Club Premier Physical Stores, when they completes their registration, a personalized card will be given to them at the store, which will include the Club Premier Account Number of the new Member.

USING THE CLUB PREMIER CARD

The Club Premier Card will be delivered to people who have enrolled in the Program using any of the current procedures, in accordance with the Club Premier terms and conditions and with address in the Mexican Republic. The Club Premier Card is personal and non-transferrable. Its use is the responsibility of the Club Premier Member.

The Club Premier Card must be presented by the Club Premier Member for any Club Premier proceedings, as well as for any Accrual and/or Redeeming of Premier Points at the Premises of the Affiliated Businesses.

The Club Premier Card is the exclusive property of Club Premier, which reserves the right to request its return, to revoke or cancel it at different times at its own discretion, being the Club Premier Member obliged to fulfill the instructions issued for this effect by the holding company of the Club Premier Program, expressly waiving the exercise of any action for this reason. The Club Premier Card is personal and non-transferrable and its use is regulated by the Terms and Conditions in force of the Club Premier Program.

Each Club Premier Member, whether the holder of a Club Premier Account and/or his representative, will be the only authorized parties to access the information of their Club Premier Account. To access via the Club Premier website, they must use the Web Password. For inquiries at the Club Premier Telephone Attention Center, they must provide their PIN. The Web Password and the PIN are personal, non-transferrable, and confidential. Their use is the sole responsibility of the Club Premier Member.

Club Premier Members assume the full responsibility for the use given to the assigned Club Premier Card, as well as for the Club Premier Account Number, with the obligation to report its loss or theft to the Club Premier Telephone Attention Center. This report does not release the Club Premier Member from the responsibility they assume with it.

Club Premier will not be responsible at any time for reimbursing any number of Premier Points derived from the improper use given to the Club Premier Card and/or Club Premier Account Number and/or Web Password and PIN of any of the Club Premier Members.

Any abuse or fraud in the issuance, Accrual, and/or Redeeming of Premier Points can result in the cancellation of all accrued and/or redeeming Premier Points made with Premier Points of illegal origin, as well as the temporary or permanent suspension of the Program, at the full discretion of Club Premier.

CLUB PREMIER CARD REPLACEMENT

In the event the replacement of a Club Premier Card is required, Club Premier Members may request for it: i) via the Club Premier website; ii) via the Telephone Attention Center, and iii) at the Club Premier Physical Stores.

AFFILIATED BUSINESSES

PLM, the airlines participating in the Program and the Affiliated Businesses are completely independent entities and each one of them is responsible of the Services and/or Products they provide. PLM will not be responsible of the Services and/or Products provided by each of the Affiliated Businesses.

The provisions that rule the Accrual and/or Redemption of Premier Points in each of the Premises of the different Affiliated Businesses to the Club Premier Program can be modified at different times.

For further information about each of the Businesses affiliated to the Club Premier Program, Club Premier Members can consult the terms and conditions in force on the Club Premier website.

PREMIER POINT ACCRUALS

Club Premier Members can accrue Premier Points at the Club Premier Physical Stores and when they perform the authorized transactions with the participating airlines in the Club Premier Program and/or Businesses Affiliated to Club Premier, when they present their Club Premier Card at their Premises and/or when they enter their Club Premier Account Number for Accrual transactions online, available on the websites of the Affiliated Businesses and/or Club Premier website.

The Premier Points obtained by each Club Premier Member from the Accruals in the Premises of the Affiliated Businesses will be deposited to the corresponding Club Premier Account when they perform an Authorized Transaction. The period to deposit these Premier Points will depend on the times specified in the Terms and Conditions for Accrual with each of the Affiliated Businesses.

For an Authorized Transaction to accrue Premier Points it must be performed directly by the Club Premier Member who is the holder of the Club Premier Account to which the corresponding Premier Points will be accrued.

At different times and for any reason, Club Premier can rectify the calculation or accrual of Premier Points, correct mistakes in the accrual calculation, and/or adjust it. A Club Premier Member can request a Retroactive Accrual only with the Affiliated Businesses that have enabled the Retroactive Accrual process. For this purpose, Club Premier Members must check the Terms and Conditions of the respective Affiliated Business, available on the Club Premier website.

PREMIER POINT REDEEMING

The Premier Points can be used to obtain the services and/or products applicable from the Airlines participating in the Program and/or Affiliated Businesses, in accordance with the Terms and Conditions for Premier Point Redeeming with each of them.

Club Premier Members can redeem Premier Points when they perform the Authorized Transactions at the Club Premier Physical Stores, as well as in the Premises of the Businesses affiliated to Club Premier, when it is specified in the Terms and Conditions in force and applicable, and they must present their Club Premier Card and/or provide their PIN.

Club Premier Members can redeem Premier Points via the web, at the Club Premier website, in accordance with the Terms and Conditions in force and applicable, logging on with their Web Password.

Club Premier Members can redeem Premier Points when they perform the Authorized Transactions over the phone, at the Club Premier Telephone Attention Center, and depending on the transaction and on the Affiliated Business, at their telephone attention center, when applicable, in accordance with the Terms and Conditions in force and applicable.

For a Redeeming to be authorized, it must be made directly by the Club Premier Member who is the holder of the Club Premier Account from which the corresponding Premier Points will be used.

TRANSFERS TO CLUB PREMIER ACCOUNTS

The Transfers of Premier Points are final. Therefore, they cannot be reimbursed once they have been applied and they will be governed by the Terms and Conditions for each of the Affiliated Businesses that participate in the Point Transfer modality, available in the “Accrual” section, “Point Transfer” of the Club Premier website.

PREMIER POINTS DURATION

The premier Points accrued in each Club Premier Account require an eligible activity to provide twenty-four (24) month duration to the total Premier Points balance of the corresponding Club Premier Account. In case no accrual activity occurs within the last twenty-four (24) months, the total Premier Points balance will expire. The transfers between members of a family group and the Redemption activities do not qualify as activities to maintain the duration of the Premier Points.

In the applicable cases of retroactive accreditation of Premier Points, the date considered will be the date when the service was provided, rather than the date when the points were credited to the Club Premier Account.

 

IN CASE OF DEATH

In case of death of a Premier Club Account Holder, his Premier Points will be cancelled and they cannot be transferred to any other Club Premier Account. The claims of these Premier Points will not be valid, in accordance with the rules agreed to in these Terms and Conditions.

CLUB PREMIER ACCOUNT INFORMATION, PREMIER POINTS BALANCE INQUIRY

Club Premier Members are responsible for giving notice to update any of their information, such as change of address, telephone number and/or e-mail address to Club Premier, which has to be notified to: i) Club Premier website, ii) Club Premier Telephone Attention Center, and/or via e-mail to: [email protected] When a Club Premier Member does not update their data as mentioned, the communications made with the registered information will have full force and effect.

The Balance inquiry of Premier Points can be made by accessing the Club Premier website, in the section “Start Session”, entering the information corresponding to the Club Premier Account Number and providing the Web Password. It can also be inquired over the telephone at the Telephone Attention Center, providing the corresponding information to the Club Premier Account and the PIN. A third option is the Club Premier Application.

Club Premier Members will receive their account statements every month by e-mail at the e-mail address they provided when they enrolled in the Program or at the updated e-mail on the Club Premier website.

FRAUD

Club Premier reserves the right to carry out the actions it deems convenient to suspend automatically, either on a temporary or permanent basis, any Club Premier Member of the Program in case it detects any fraud, fraudulent behavior, and/or improper practices by the Members in the Club Premier Accounts, as well as for failure to comply with the Terms and Conditions of the Program, or for considering it in its best interests. The temporary suspension will result in the disabling of the Club Premier Account for the period required to investigate any irregular movements in it. The period will be on a per account basis. Therefore, during that period the Club Premier Member cannot: Transfer and/or Redeem the Premier Points in his Club Premier Account and all the Benefits as a Club Premier Member will be suspended. The definite disabling results in the definite cancellation of the Club Premier Account, of the Points contained in it, and of all the Benefits as Club Premier Member.

SUSPENSION AND/OR DEFINITE DISABLING OF THE CLUB PREMIER ACCOUNT

Club Premier reserves the right to automatically suspend for a temporary period or to definitely disable any Club Premier Member from the Program for failure to comply with the Club Premier Terms and Conditions, for detecting fraudulent transactions, or for considering it in its best interest. This suspension and/or disabling will be made automatically, in cases where it is deemed appropriate. The Member will be given notice of this procedure by e-mail so that within 2 (two) business days he can provide the documentation that supports any transaction in his Club Premier Account which was considered to be fraudulent or non-compliant with the Terms and Conditions of the Program. In the event no reply from the Club Premier Member is received, Club Premier will suspend for a temporary period and/or disable the Club Premier Account.

The temporary suspension will result in: i) the disabling of the Club Premier Account during the investigation period if irregular movements of the Club Premier Account. The period will depend on each particular case, ii) during this period, the Club Premier Member cannot Accrue Premier Points in his Club Premier Account or Redeem the Premier Points of his Club Premier Account, and iii) the suspension of all the Benefits as Club Premier Member.

The definite disabling results in the cancellation of the Club Premier Account, of the Premier Points accrued in it, and of all the Benefits as Club Premier Member.

VOLUNTARY CANCELLATION

Club Premier Members will send an e-mail to the e-mail address: [email protected], requesting the cancellation of their Club Premier Account, which must include the following information and scanned documentation: Club Premier Account number, Member’s full name, signed letter with the reasons for requesting the cancellation of their Club Premier Account, copy of a government-issued identification in force of the holder of the Club Premier Account. Upon receiving these mails, the Club Premier staff will review them and follow up on the cancellation request.

For the reasons described above, any of the following will be considered to be a valid government-issued identification, as long as it is current:

  1. IFE/INE voter’s card. b. Passport c. Military ID issued by the Ministry of National Defense. d. Professional license issued by the Ministry of Public Education. e. In the case of foreigners, the corresponding current migratory document, issued by the competent authority and/or the official document issued by the competent authority of their country of residence.

CANCELLATION OF THE CLUB PREMIER PROGRAM

Club Premier reserves the right to modify, suspend or cancel, either on a temporary or permanent basis, all the Program modalities, including its promotions, Benefits, and the Affiliated Businesses, with or without prior notice.

The cancellation will be immediately communicated to the Club Premier Members at least thirty (30) natural days prior to the Program suspension or cancellation. The communication can be made on the Club Premier website, via e-mail, at the Club Premier Physical Stores, and/or through advertising materials.

After the Program has been cancelled, the Club Premier Member can redeem the Premier Points for products and/or services in the Affiliated Businesses within the period of time stated in the Program cancellation notice and in accordance with the applicable rules. It will not be possible to redeem Premier Points after the period stated has expired.

PROMOTIONS

By accepting these Terms and Conditions and providing their personal information, Club Premier Members grant their consent to Club Premier so that it carries out any marketing promotional activity and/or any other activity, in accordance with the Privacy Notice in force and published on the Club Premier website.

Additionally, Club Premier Members grant their consent to Club Premier so that it sends commercial information of the Program through electronic communication and/or by any other channel.

GENERAL ISSUES

By enrolling in the Program, Club Premier Members abide by, accept, and are obliged to comply with the terms, standards, conditions, and policies in force of the Program, which are included in this document or in the subsequent versions issued by Club Premier.

PLM will be the only party empowered and authorized to solve any issues associated with Club Premier, reserving the right to enforce and interpret these Terms and Conditions and their scope, and to solve at its entire discretion any issue not considered in them.

All personal data treatment by Club Premier, as well as the exercise of the ARCO Rights by Club Premier Members, will be in accordance with the Law and Regulation applicable in the United Mexican States, and with what is stated in the Club Premier Privacy Notice, which Members accepted prior to their enrollment in Club Premier (to consult the Privacy Notice, please visit www.clubpremier.com). Likewise, taking into account what is stated in the Federal Law on Prevention and Identification of Operations from Illicit Sources and derived from certain activities performed by Members, which are considered by the Law to be vulnerable activities, Club Premier will share their Personal Data with the corresponding authorities. The information derived from the Notices submitted to the competent authorities will be used exclusively for the prevention, identification, investigation, and sanction of operations from illicit sources and other associated crimes. The afore-mentioned personal data will be maintained in proper custody, in accordance with the terms of the applicable legislation in force. All the resulting rights and obligations from these Terms and Conditions will be governed by the Mexico City laws. Likewise, with regards to the construction or compliance of these Terms and Conditions, they will be governed by the Law and jurisdiction of the Mexico City competent Courts, waiving any other jurisdiction that for reason of any matter or of their present or future domicile could correspond to them.

PLM is the manager of the Club Premier Program. Therefore, it does not assume any responsibility related to the benefits, promotions, products, and/or services offered by the Affiliated Businesses, or to their discontinuation or changes made to them.

Club Premier will not bear any responsibility if it cannot comply with these Terms and Conditions for causes of force majeure or an act of God or by any change in the law or for any other reason beyond its control.

CUSTOMER ATTENTION SERVICE

In the event of any doubt or clarification concerning the Program or these Terms and Conditions, you can contact us: i) via e-mail: [email protected], ii) over the telephone at the Telephone Attention Center numbers, iii) at the Club Premier Physical Stores, iv) on the Internet, via the chat available on the Club premier website.

Date of last modification