Getting a card

1. How do I get a Cloud 9 Card?
It's fast and easy. Simply go to our online Cloud 9 application form to join.
2. Can I use one Cloud 9 account number for my entire family?
Each member must have his/her own card. However awards may be issued to anyone.
3. Can I apply for a Cloud 9 account over the phone?
At this time membership applications are only being accepted online.

Trouble getting a card

1. I joined online, but I didn't receive my email validation, what do I do?
The most important thing is to be sure that you entered the correct email address. The email is only for your records, you can sign in immediately using the member number displayed after you registered.
2. I tried to sign in, but it doesn't recognize my member number and password.
Passwords are case sensitive and are the same that you used when signing up for Cloud 9.
3. I lost my member number, is there a way to find it?
Yes, you can use our online membership search form.

Getting points

1. How do I earn points?
It's fast and easy. Simply travel on Island Air and be sure to mention your Cloud 9 Account number when you make your reservation. You will receive credit to your account when you have completed your flight.
2. What awards are there?
For every 9 one-way segments members will earn an award redeemable for a free flight one-way ticket (taxes and fees may apply).
3. Does travel on another airline earn points?
At this time only travel on Island Air qualifies for award points.
4. How soon do my points post to my account after I travel?
Typically credits will post to your account within 72 hours of your flight.
5. I flew on an award ticket do I get points for that?
Points are only earned for flown segments that were paid for; award flights are ineligible for points.

Missing Flights

1. I forgot to add my Cloud 9 Account number for a flight I have already traveled, how do I get credit?
If your flight was taken within the last year, you can receive flight credit by clicking on review flight activity and clicking the link on the bottom of the page to find missing flights. You will be required to enter your travel information and your flight will automatically be credited to your account.
2. Can I add my Cloud 9 Account number for future flights after I have already made the booking?
At this time you cannot add your Cloud 9 number to a pre-existing booking via the online system. However, you can have your Cloud 9 account number added to your booking by calling reservations, advising your check-in agent at the airport, or via web check-in (available 24-hours prior to departure time).

Redeeming Awards

1. How do I know when I have an award?
After you have flown 9 flights your Cloud 9 account will indicate whether your accumulated points are redeemable for an award, which you can use for future award travel.
2. How do I know which flights were redeemed for award travel?
Click on the 'Review Flight Activity' link after you login to Cloud 9. If the flights have not been redeemed for an award they will display in the category 'Flights which may be used to redeem an award'. If they have been redeemed for an award or it was an award flight, they will display in the category 'Flights that have already been redeemed for awards or award travel flights'.

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