1. After making a purchase, when can I use my AIR SP?

• If users make a payment in cryptocurrencies on Base chain → AIR SP will be credited and usable immediately.
• If users make a payment with a credit card → AIR SP will be credited and usable after 30 calendar days.
• You must have an AIR Account to earn AIR SP. You can sign up here.

2. When I make a purchase, where do I get my AIR SP?

• All your purchased AIR SP will be shown in your AIR Account.
• You must have an AIR Account to earn AIR SP. You can sign up here.

3. How does the tier system work, and what are the different benefits?

• Users can unlock different tiers based on the credentials they verify with the platform.
• The higher the tier, the larger the percentage users can get back.
• The basic tier will have access to everything apart from flights and villas (which are available for the other 4 tiers). To learn more about tiering and credentials, check different membership tiers.

4. Who can I contact for support?

For questions about your membership, bookings, benefits, AIR SP, or anything else related to AIR Shop, our Concierge Team is happy to help!

Call us at 1-888-349-1686, Monday-Friday, 7:00am-7:00pm (Pacific Standard Time), and Saturdays, 8:00am-5:00pm (Pacific Standard Time).

For questions about cryptocurrency payments on Base chain, please contact our cryptocurrency support directly at support@air.shop.

• Email: support@air.shop
• Phone – Emergency Travel: 833-438-2474
• Chat: Available via the support portal.

5. What happens if my tier expires?

• Tiers are unlocked when you verify the corresponding credentials. If your tier expires, re-verify any eligible credentials to regain your tier.

6. Can I share my AIR Shop benefits with friends or family?

• Certain experiences and bookings may be shareable, but your account and AIR SP are non-transferable. Refer to individual product terms for sharing eligibility.

7. Can I delete my account?

• Yes — contact support to request permanent account deletion. Verification will be required.

8. How does AIR SP work?

• Every time you make a qualifying purchase through your AIR Shop membership, you earn AIR SP — our loyalty currency. The more you spend, the more you earn.
• Earning: Earn up to 31% back in AIR SP.
• Value: 100 AIR SP = $1 USD.
• Redeeming: Apply points at checkout for eligible bookings.
• Exclusions: Points are not earned on taxes or certain excluded items. AIR SP cannot be earned on shipping, taxes, or certain excluded items. Please refer to the product listing for eligible earning opportunities.

9. What is AIR Shop?

• The AIR Shop is a premium membership experience that combines expansive travel inventory with premium retail discounts, sold-out concerts, and unforgettable adventures — designed to reward you every time you book.
• Members can earn up to 31% back on hotels, experiences, and products while stacking rewards. Pay with cryptocurrency on Base chain or card and unlock exceptional rewards.
• Members earn AIR SP (as loyalty points) with every eligible purchase and can pay using cash, over 3,000+ cryptocurrencies, or AIR SP.

10. How do I join AIR Shop?

• Sign up, and once confirmed, you’ll receive an email invitation to access your member portal, where you can begin earning and redeeming AIR SP.

11. What are the different membership tiers?

• Each level unlocks access to a growing catalog of stays, cruises, lifestyle perks, and premium experiences — with increasing opportunities to earn AIR SP the higher you go.
• Here are the different membership tiers:
  • Basic
  • Bronze
  • Silver
  • Gold
  • Platinum

Booking FAQs

1. What is the refund policy if my booking is cancelled?

• The refund amount is contingent upon the merchant’s policies.
• AIR SP earned from a cancelled booking are non-refundable. Users will not receive a refund for accrued AIR SP. (100 AIR SP = $1 USD).
• Users retain their earned AIR SP. The AIR SP value is deducted from the amount sent by the user. For example, if a user sends $ 1,000 and earns $200 in AIR SP, a cancellation would result in a refund of $800.

2. How do I cancel or change a booking?

• Check your booking confirmation for the cancellation policy. If you need assistance, please get in touch with support.
• For urgent travel changes, call +1518-646-4547.

Payments FAQs

1. Cryptocurrency Payment Questions

• Processing Time: Typically seconds; may take up to a minute during high network activity.
• Value Changes: Users can pay in any accepted cryptocurrencies on Base chain, which will be processed in USDC during payment. Value changes after purchase do not affect refunds, and users will receive USDC for refunds.
• Wrong Address: Please ensure wallet address provided is correct during payment as transactions are irreversible.
• No Confirmation: Provide the wallet address, amount, and transaction time to support for investigation.
• Supported Wallets: EVM-compatible wallets, such as Metamask, Trust, OKX, Coinbase.

2. Can I pay using cryptocurrency?

• Yes! For some transactions, users can securely pay with various cryptocurrencies on Base chain at checkout by connecting their wallet.
• Support for other networks is coming soon.

3. Can I use AIR SP to cover my entire purchase?

• Yes. You can apply AIR SP to pay for all or part of a purchase. Any remaining balance can be paid with a card or cryptocurrencies on Base chain.

Sweepstakes FAQs

1. What if I live in a location with sweepstakes restrictions?

• Some regions have strict sweepstakes laws, and unfortunately, we’re unable to award prizes there. If this applies to your location, we truly appreciate your interest and encourage you to enjoy our other rewards and experiences.

2. What happens after I am notified that I won?

• Once you confirm receipt of the winner’s email, you will be asked to provide proof of identity and complete a few standard forms to finalize your status as the winner.
• If you are under 18, a parent or guardian must verify their identity and complete the required paperwork on your behalf.
• Our concierge service will then work with you to ensure you receive your sweepstakes prize based on the information provided.

3. How are sweepstakes winners selected?

• After a sweepstakes ends, we allow a two-day period for mail-in entries to arrive. Once all entries are collected, winners are chosen using a certified random generator.

4. Are the AIR SPs refunded if the sweepstakes doesn’t reach enough participants or is canceled?

• No, once the sweepstake is live, it will not be cancelled. AIR SP will not be refunded.

5. How do sweepstakes entries work, and how will winners be notified?

• Users can use the AIR SP they have earned and burn their AIR SP as entries into the sweepstakes. The cost of entry for each sweepstakes will vary depending on the offerings.
• Winners will be contacted at the email linked to their AIR Account, from winners@air.shop.
• Winners must respond within 48 hours. If no reply is received, a courtesy follow-up will be sent. Failure to respond within 24 hours of the follow-up will result in an alternate winner being selected. This ensures timely scheduling and travel arrangements for time-sensitive sweepstakes.

6. Can everyone participate in a sweepstake?

• Anyone who has an AIR Account and has completed the onboarding process will be eligible to participate in the Sweepstakes.
  • This will be subject to jurisdictional restrictions based on geographic location.
  • Be sure to review the official sweepstakes terms and rules for details before entering.

7. Can I use multiple payment methods in a single transaction?

• Yes. At the current stage, you can pay with the following payment combinations:
  • AIR SP only
  • Credit card payments + AIR SP
  • Cryptocurrencies only
• We plan to support cryptocurrencies + AIR SP payment combinations in the future.

8. What happens if my cryptocurrency payment fails?

• If a cryptocurrency payment transaction fails, no funds are removed from your cryptocurrency wallet. You’ll receive an error message and can try again or choose a different payment method. For persistent issues, contact our support portal.

9. How do I get a refund for one of my purchases?

• The refund reimbursement amount is contingent upon the merchant’s policies.
• If you need assistance, please contact support with your order details and wallet address.

10. Are there restrictions on which chains are supported?

• Cryptocurrency payments are currently only supported on Base chain. We plan to include additional chains in the future.