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Terms and Conditions
Updated May 1, 2011
Program Changes and Termination
Hawaii Island Air, Inc. ("Island Air") and its Cloud 9 program partners reserve the right to change the program rules, regulations, travel awards, award levels and special offers at any time without notice. This means that Island Air may, without notice, initiate changes (for instance, impacting partner affiliations, rules for earning miles, continued availability of awards, blackout dates, or seat availability for award travel to any or all destinations).
Island Air reserves the right to terminate the Cloud 9 program with six months notice. This means that, regardless of an individual's participation in this program, the right to accumulate miles and claim awards can be terminated six months after notice is given.
Island Air is not responsible for and reserves the right to suspend or cancel the Cloud 9 program in the event of war, acts of God or public enemy, fire, flood, hurricanes, strikes or other labor disputes, riots, insurrection, governmental orders or actions, beyond the control of Island, or in the event of bankruptcy, reorganization or merger.
Unless otherwise stated, the terms and conditions of the Cloud 9 program govern the program and any benefit associated with the program. For the most current program information, visit www.islandair.com.
Conditions of Membership
A Cloud 9 membership card will be generated online, and should the member lose his/her card, he/she can regenerate a new card online. There will be no other card mailed to a member.
Only one Cloud 9 account is permitted per person and must serve both business and personal travel needs. In the event more than one account number is assigned to the same individual, the duplicate account will be canceled upon written notification from the Member or at Island Air's discretion.
Individuals must enroll online via the Internet ("Members"). Members must provide a legal full name as shown on valid government issued picture identification. Full name means the given name, middle initial or middle name, if any, and family or surname.
Accounts will be maintained in the name of the individual Member. Accounts may not be maintained in the name of a commercial enterprise, partnership, association, limited liability corporation, and corporation or government entity.
Island Air reserves the right to remove or deactivate any Member who fails to earn miles during the first 12 months after enrollment.
Island Air reserves the right to place an account in an inactive status if a Member fails to earn any miles for two consecutive years, and any accrued miles will be forfeited.
The Cloud 9 membership card is nontransferable, and photo identification may be required upon presentation.
The Cloud 9 account number must be given at the time of booking all flight reservations. If applicable, not all partners of Island Air will credit Cloud 9 miles for hotel stays and car rentals.
If applicable, miles will be posted to the Cloud 9 account of the individual who traveled or whose name appears on the hotel receipt/folio, or car rental agreement.
Members are entitled to no more than 500 miles per flight.
Miles earned on Island Air flights will be posted to a Member's Cloud 9 account 3 to 5 days after the Member's flight.
New Members may request credit for travel on Island Air flights completed within 30 days prior to enrollment date by accessing the online find missing flight function.
Members may not earn frequent flyer miles in more than one frequent flyer program for any one flight.
Cloud 9 miles will not be credited for travel on free or discounted travel industry related tickets, airline employee/family/infant tickets, or tickets on charter flights. Island Air may, at its discretion, allow miles to be earned on designated charter flights.
Cloud 9 partners may choose to limit the earning of miles to specific services and may exclude mileage credit for services purchased at discounted rates. Members must clarify miles eligibility prior to purchase decision.
Miles will not be awarded for flight cancellations due to conditions beyond the control of Island Air or its travel partners, including, but not limited to, weather, governmental orders or actions, acts of God or public enemy, fire, strikes or other labor disputes, riots, insurrection.
If a Member is rerouted to another carrier due to a flight cancellation on Island Air or a travel partner for operational reasons, which occurred on the day of travel, the Member may not earn miles for the original itinerary by accessing the online find missing flight function.
Miles will not be credited if a voluntary flight change is made on another carrier due to a flight delay on Island Air or a travel partner.
Changes to the selection of a frequent flyer program for earning miles will not be accepted once a flight departs.
The appropriate class of service for which the member is ticketed will determine the eligibility of mileage credit.
To earn Partner miles, Member must present his/her Cloud 9 membership card at the time of check-in or point of sale.
Partner miles will post to Member's account between 60 and 90 days.
All partner miles are subject to partner approval.
Miles from one Cloud 9 account may not be combined with miles from another Cloud 9 account.
Accrued miles do not constitute property of the Member and therefore may not be transferred (i) upon death, (ii) as part of a domestic relations matter, or (iii) otherwise by operation of law.
Mileage Accounting and Notification
A mileage statement will only be available online at www.islandair.com. These statements should be retained as detailed references of the Member's account.
Island Air reserves the right to decline mailing Cloud 9 program updates, statements and related materials to any Cloud 9 member who has not accumulated miles for the previous three (3) months.
Members may mail a request to Island Air Customer Relations at 99 Kapalulu Place, Honolulu, HI 96819 to obtain current program information; current Cloud 9 account balance or redemption information.
Members may access their Cloud 9 account via the Internet at www.islandair.com and logging into Cloud 9 with their membership number and password.
If a discrepancy occurs on themileage statement, the Member must submit a copy of the ticket and/or boarding pass or other information sufficient to correct the discrepancy along with the Cloud 9 account number to Island Air Customer Relations within 120 days of flight date or partner purchase date.
All documentation sent to Island Air Customer Relations must be legible and include the full legal name of the traveler and the member's Cloud 9 account number
Upon receipt of the correspondence, Island Air Customer Relations will research the inquiry. Any changes or credits to the account will be reflected on the online statement.
Flight awards for travel on Island Air may be redeemed through Island Air's web site at www.islandair.com. The Cloud 9 member will be responsible to pay any applicable fees at the time of redemption.
All flight reservations using miles are subject to the availability of award seats. Cloud 9 will accommodate Members on the next available flight and/or date for which award seats are available.
Flight awards are valid for one year following the date of redemption and are issued as an e-ticket.
An award segment may be combined with a purchased segment in the same e-ticket record.
Island Air is not responsible for and will not replace lost, stolen, or destroyed award tickets or certificates.
A Member may claim an award using miles from his/her individual account for travel on Island Air for as many as 8 other passengers on the same record provided the award seats are available at the time of booking. All miles will automatically be deducted from the Member's account.
A Member may make reservations for travel awards using his/her miles for another person. Miles will be automatically deducted from the member's account unless specified at the time of the booking.
Once an award has been issued no refund will be made. Unused awards may not be deposited back to a Member's account. Miles for a partially used award may not be returned to the account.
Date and routing changes on awards are subject to availability and may require a service fee.
In the event of a flight cancellation or other irregularity, award travel will be rescheduled only on the airline for which the ticket was issued. Additionally, Island Air and its travel partners will not be responsible for passenger expenses incurred, including but not limited to tickets purchased on other airlines, accommodations, or any other expenses, or for penalties on land packages.
When Island Air provides travel awards on another carrier or accommodations with participating partners, Island Air will not be responsible or liable to the Member or Cloud 9 user for the terms and conditions of the other carrier or participating partner.
Cloud 9 flight awards are subject to applicable departure taxes, federal inspection fees, passenger facility charges and/or other taxes, fees and charges assessed by appropriate authorities. All taxes and fees are the responsibility of the Member and must be paid at the time of redemption.
Passengers are subject to Island Air's and the participating travel partners' rules and regulations for reservations, ticketing, passport and other requirements. Participating travel partners may exclude some amenities offered to revenue passengers.
The sale, purchase, assignment or barter of Cloud 9 Program travel award certificates and tickets is strictly prohibited. Such certificates/tickets are VOID and will be confiscated by Island Air when presented. Members who sell, assign or barter awards or tickets are subject to having their frequent flyer account terminated and may also be liable for payment of the full fare, damages, litigation and transaction costs, or any other costs incurred.
Cloud 9 reserves the right to audit any and all Cloud 9 accounts at any time without notice to the Member for compliance with the terms and conditions set forth in the Cloud 9 program. In the event that the audit reveals discrepancies, penalties will apply, and the processing of award requests may be delayed until the discrepancies are resolved. In addition, the Member may be subject to penalties, such as deduction of miles from their account.
The Cloud 9 miles and awards have no refund value and are not redeemable for cash.
Any abuse of the Cloud 9 Program privileges, failure to follow the Cloud 9 Program terms and conditions, or any misrepresentations, including any misrepresentation of flight information, may subject the member to cancellation from the Cloud 9 Program, the cancellation of accrued travel miles, awards or benefits, or both. Island Air reserves the right to take appropriate legal action, and to recover damages, attorneys’ fees and court costs.
Island Air reserves the right to disqualify any person from further participation in the Cloud 9 Program if, in Island Air's sole discretion, that person has violated Island Air's conditions of carriage (which apply to all passengers) or any of the rules described herein. Disqualification may result in termination of an individual's membership, loss of accumulated miles and the cancellation of previously issued but unused awards. Island Air reserves the right to take appropriate legal action, and to recover damages, attorneys’ fees and court costs.
Island Air will not be responsible for correspondence lost or delayed in the mail.
Altered or illegible documents will not be accepted.
All transactions in Cloud 9 program are subject to review and adjustment (in case of error) by Island Air. Island Air will cancel any account and award if misuse or violation of Cloud 9 rules is detected.
All Cloud 9 membership cards are the property of Island Air and must be surrendered upon request.
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