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.

Earning miles

1. How do I earn miles?
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. Does travel on another airline earn miles?
At this time only travel on Island Air qualifies for mileage credit.
3. How soon do my miles post to my account after I travel?
Typically credits will post to your account within 72 hours of your flight.
4. I flew on an award ticket do I get miles for that?
Miles are only earned for flown segments that were paid for; award flights are ineligible for miles.
5. How many miles do I earn when I fly?
500 miles for every full fare one-way ticket.

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 logging into your account and clicking “Find Missing Flight” on the heft-hand side menu bar. You will need to provide the date and routing traveled.
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?
Simply login to your account and select “Cloud 9 Awards”. Any earned award tickets will be displayed and will show “available” status.
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'.
3. How many miles are required to redeem an award for a one-way ticket?
A guideline to use is nine paid flights = one free ticket. 9 x 500 miles = 4,500 miles. However, please keep in mind that mileage redemption can change similar to how fares change.

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