Frequently Asked Questions

You need to have a minimum of AED 1 or 304 Salaam Points to use this facility. Shop with your Salaam Eligible Credit or Debit Cards or use our Banking Solutions to earn more points. For more details please visit the calculator page on Salaam website Alternatively, you can also call our Direct Banking Center 04-424 4444 for details.

You should have a valid Credit Card or Debit Card to use this facility. However, in case you have a valid card and still the system is not accepting your payment, kindly speak to our Personal Banking Advisor on 04-424 4444 for assistance.

Yes, you have the complete freedom to make the entire payment using Salaam Points or Credit Card / Debit Card or a combination of both Points and Credit card / Debit Card. However, you require an active Mashreq Credit Card / Debit Card to process this payment.

The payment gateway requires a valid Credit Card or Debit Card to process your payment even if you are making the entire payment through Salaam Points. To apply for a Credit Card please visit Mashreq website ( and see how you can avail a card within 30 minutes (T&C apply).

In this case there could be two scenarios

1) Your transaction is successful however due to technical reasons or server link issue your flight ticket/hotel booking voucher is not issued. Please call up the bank to reconfirm that the payment is successful and call up Travel Support team on 054-4305915 between 9:30 AM - 5:30 PM (Sunday- Thursday) and mention the unique reference number to request for a copy of the flight ticket/hotel voucher

2) Due to technical reasons, the payment would not have gone through and reversed automatically - Please call up the bank and reconfirm why the transaction didn't go through. Once confirmed you may proceed again with the transaction.

Yes, you may choose not to use any Salaam Points for the payment but to be eligible to use this facility you should have minimum balance of 304 Salaam Points and an active Credit Card or Debit Card.

The maximum limit is in line with the Online Banking Terms and Conditions and differ based on Credit card or Debit Card type. For more details kindly call our call center on +971-4-4244444

Also, in case you have put any control on the Credit card or Debit Card on Mashreq Mobile or Mashreq Online this will also impact your transaction.

Please check if the flight ticket/ hotel voucher has been emailed to the email address you have mentioned during the booking. In case you didn't receive it within an hour kindly contact our travel support team on 054-4305915 between 09:30 am to 05:30 pm (Sunday- Thursday) to be able to receive a copy of your flight ticket/hotel voucher.

For any modifications/ cancellations, please contact our travel partnerat +971-4-5825017 or visit their Dubai Head Office, located in Ground Floor, Dnata Travel Centre, Sheikh Zayed Road, Dubai Landmark: Near Metroplex. Travel partner's modification/cancellation policy and terms and condition will apply for these requests and also it may differ based on travel dates, airline, hotel or specific offer / seasonality etc.

The OTP SMS is sent by the bank only to the mobile number registered by you in bank records. The number mentioned during the booking is only relevant for the booking and for our travel partner's, airlines or hotel's use. Please contact your nearest branch to register a valid mobile number.

Registering for online banking is very easy and can be done in 3 easy steps - please visit Mashreq website ( for more details.

Sorry, once the transaction has gone through it cannot reverse it. You will have to get in touch with our travel partner, travel partner's cancellation policy and terms and condition will apply. Also it may differ based on travel dates, airline, hotel or specific offer / seasonality etc.

We prefer you call Travel call center on +971-4-5825017 and they will guide you on how to manage your request.

Air Travel FAQ

You can redeem your Salaam Points at more than 300 airlines and more than 180,000 hotels worldwide.

There are no separate redemption charges for redemption of Salaam Points.

Yes, you can redeem your Salaam Points for family members and friends.

The portal generates e-Receipt and e-Ticket and sends the same to your registered email-id. You can also call Travel contact center on +971 45539349 between 09:30 am to 5:30 pm (Sunday- Thursday) in case you do not receive the e-Ticket within 24 hours of booking / redemption.

Yes, you can book one infant per adult on Salaam Points. 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 must travel with the accompanying adult.

A maximum of 9 seats can be booked at one time. If you need to book for more than 9 travelers, you will have to re-start the booking process for the additional travelers. Airline rules apply.

Due to the dynamic nature of airline fare feed, it may happen that when you confirm the booking after entering passenger's 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.

Travel partner does not offer a pre-seating option. However, you can do web check-in to your flights before you travel through airline portal.

You can check-in in three ways.

1. 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.

2. 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.

3. Alternatively, you can check-in physically at the airport counters of the airline by presenting your ticket and ID proof.

Travel partner doesn't offer baggage details for your booking. Kindly contact the airline directly or visit their website for accurate details regarding baggage booking. Additional charges may apply as per the T&C of the airlines

Please note that airline restrictions/policy 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. Additional charges may apply as per the T&C of the airlines.

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.

No, Salaam Points website does not support this feature. Please contact the airline directly.

Please call the number printed on your redemption receipt (eTicket or hotel reservation receipt) 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. We do not charge any separate amendment fee though. In case of cancellation, we cannot refund the Salaam Points already redeemed.

Hotel Reservation FAQ

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.

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 passengers in your search or contact the hotel when you are travelling.

Please book your room and call our contact center number for special service requests. The numbers would be printed on your e-reservation receipt. Once we know your request, we'll do our best to get you what you ask for. However, your request is subject to the terms and conditions of the hotel.

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.

Typically, the hotel check-in time is after 2:00 pm (local time). Check with your specific hotel for its exact check-in time.

Since your reservation is guaranteed, usually the hotel will hold your room until 7 am, the day after your planned arrival date. Please check the details with your specific hotel for confirmation.

If you know you're going to arrive early at your hotel, call them in advance and check with the hotel if they will be able to accommodate you as it's subject to the terms and conditions of the hotel.

Your booking cannot be cancelled and is non-refundable.

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.

Salaam Points for cancelled bookings are not refunded or credited back into the account. We recommend you check your booking selection prior to any redemption

Electronics Shop FAQ

Salaam can also be redeemed for purchasing electronics products through online shop.

The steps to redeem your salaam are as follows:

1) Login to your Salaam portal.

2) Choose the redemption category.

3) Follow the instruction stipulated for each of the redemption categories.

4) The redemption history is made available for use under the My account page.

All the conditions pertaining to vouchers are clearly mentioned on the vouchers. The vouchers also carry the number of the merchant where any query with regards to the vouchers could be made.