What is MRewardz?

MRewardz is a comprehensive Loyalty Program from MTB that caters to all your travel & lifestyle needs. You can redeem your points over 945 airlines, 650,000 hotels worldwide, car rentals in over 150 countries and a variety of products from leading brands available on MRewardz Shop

Who is MRewardz offered to?

The MRewardz Program is offered to all primary Credit Cardholders of MTB.

How can I access and activate my membership on the MRewardz website?

If you are a MTB Credit Cardholder, you are automatically entitled to access the MRewardz program. Simply, log in to https://mrewardz.mutualtrustbank.com to activate your account by using the following information.

• MTB Client Identification number
• Your Registered Email Address
• Your Registered Mobile Number

The above information should be identical to the bank records, as provided by you while applying for MTB Credit Card. If your details do not match, MRewardz will not allow you to access your account. To update your information with us, please call MTB 24/7 Contact Centre at 16219 or visit nearest MTB branch.
Upon registration, a confirmation SMS and e-mail will be sent to your registered mobile number & email ID respectively.

How can I get Bonus or Accelerated points?

You can get bonus or accelerated MRewardz points at the time of a Campaigns/Offers.

Is this a cash back program?

MRewardz is not a cash back program. It rewards you for using MTB Credit Cards.

How do I redeem MRewardz Points?

By logging in to MRewardz portal https://mrewardz.mutualtrustbank.com you can redeem your points for Free Flights, Free Hotel Stays, Free Car Rentals, Gift Cards, Gift Voucher, and Credit Card Bill Payment including Fees & Charges, Card Outstanding on MRewardz Portal.

How is MRewardz different from any other 'airline points' program?

MRewardz is a Reward Program that caters to all your travel needs. You earn points for transactions performed on participating MRewardz products and you can then redeem your points for flying with more than 945 airlines and staying at 650,000 hotels worldwide. You can also rent a Car at your convenience.

How long is my MRewardz Membership valid?

You can access the MRewardz portal, as long as your Card is Active.

What is the validity of my MRewardz points?

Your MRewardz points are valid for 36 months.

Can I use my MTB online username and password to transact with MRewardz Portal?

No, the MRewardz portal does not contain any information that you may have provided to MTB Internet Banking or website/online portal. MRewardz Portal is a different website managed by Giift.

What can I do with my accrued points?

You can redeem your points for Flights, Hotels, Car rentals, Utility, Gift Cards and Card Bill Payment including Fees & Charges, Card Outstanding on MRewardz Portal.

Do I need to register/log-in separately on MRewardz website?

Yes, the registration/log-in process on MRewardz website is independent of your access to MTB’s Internet Banking. Registration / log-in on MRewardz Website is a simple process where you just need to have your Client ID to be able to open an account in https://mrewardz.mutualtrustbank.com. Successful Registration with MRewardz Website allows you to redeem your MRewardz points from the available options.

Do I have to register online on https://mrewardz.mutualtrustbank.com in order to use MRewardz Portal for Points accrual & redemption?

Registration is mandatory for accrual & redemption. But, you can access all the features and functionalities of the website without registration.

Is my e-mail address required for my MRewardz account?

It is mandatory to provide your email address and mobile number during the booking process. This helps us to send you the itinerary/receipts of your booking to your e-mail address. We also communicate the same to the airline, hotels or the respective service provider, in case of unforeseen circumstances like rescheduling of flight or cancellation.

On what airlines, hotels and products can I redeem MRewardz points?

You can redeem your points for booking with more than 945 airlines, 650,000 hotels worldwide and car rental in over 150 countries, and shopping online from a range of products through MRewardz website.

When can I start redeeming my MRewardz?

You can start redeeming your points as soon as you have completed the registration on MRewardz portal and have accumulated enough MRewardz points for redemption.

Where can I find my MRewardz Summary?

You can view your MRewardz account summary in the My Account section on the MRewardz Portal or you may call MTB 24/7 Contact Centre at 16219.

What is Redemption Booking?

When you book Flights, Hotels, Cars using your MRewardz Points, the booking is termed as a Redemption Booking.

Do I have to pay anything for booking the redemption tickets and hotel bookings?

There are no separate redemption charges for MRewardz.

Can I redeem my MRewardz points for ticket and hotel bookings for my family or friends?

Yes, you can redeem your MRewardz points for family members and friends.

How do I know my airline or hotel booking or product purchase was confirmed?

You will have confirmation e-mail and SMS.

What if I don't get a confirmation at the time of booking?

If you do not receive a confirmation through e-mail and SMS please call us at 16219 and we'll send you your confirmation details.

What's an e–ticket?

An e–ticket (electronic ticket) is a paperless electronic document with a unique confirmation number that neatly replaces the hassles of a paper ticket. When you purchase an e–ticket, we email it to you within (duration) of your booking. Simply print it out and bring it with you – along with a valid photo ID – to the airline counter while checking in for your flight.

Can I book tickets for Infants on https://mrewardz.mutualtrustbank.com?

Yes, you can book for one infant per adult at MRewardz Portal. The age of the infant must be below 24 months throughout the booked travel. If the infant is above 24 months during the return journey, the infant ticket will be cancelled which may cause booking of a separate ticket as per the child fare. Make sure you carry valid proof of age documents of the infant at the time of check-in. The infant is not awarded a seat on the flight and has to travel with the accompanying adult.

What is the maximum number of seats I can book?

A maximum of 9 seats can be booked at one time. If you need to book for more than 9 travellers, you will have to repeat the booking process for the additional travellers. Please note that some airlines don't allow booking more than 4 passengers (adult + children) at one time, and thus please try to search for fewer passengers.

I did a search for flight tickets and selected my flight. However, after providing the passenger details, I see that the fares have increased. Why?

The airline fares are dynamic in nature and are based on availability of the seats on the particular flight. Often, there are instances that the seats selected by you may get sold by the time you complete your booking. Therefore, to minimize the chances of booking failures, please check the availability of the seats before you proceed with the payment. If you find that the fare has increased at this step, you have the option of going ahead with the booking or refresh the search.

Can I get my seats assigned post my booking confirmation?

MRewardz doesn't do pre–seating. Some airlines will confirm your seat assignments. Rules for doing so vary from airline to airline. You need to call your airline directly to check whether you get to choose your seat.

How do I get a boarding pass for an e–ticket?

You can check-in in three ways.

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

How do I find out my baggage limit?

Please contact the airline directly or visit the airline’s website for accurate details regarding baggage limits as rules vary from time to time without any prior notice.

I've booked my tickets but need to add my child's tickets to my booking. How do I do it?

You can call at 16219 and we will request the airline on behalf of you to change the name. However, if the airline doesn't allow it, you'll have to cancel and re–book the ticket.

How do I print my ticket?

You can view all your upcoming and completed trips by selecting the ‘Manage Booking’ section on the website. You can view/print your ticket by clicking on Print button.

Can I book a specials like meal, wheel chairs through MRewardz?

Sorry, MRewardz website currently does not support this feature. Please contact the airline directly.

How do I cancel a flight reservation?

Please make a call to MTB 24/7 Contact Centre at 16219 for the cancellations.

What should I do in cases like - No Flight Results Shown / No Air Search results found / Your Request cannot be processed, please try again later?

To eliminate the error, clear your browser cache and temporary files (CLTR + H) and try the search again. If the error persists, it could be due to either of the two situations: we can't find flights for the specified route or the flights are not available on your specified date.

How can I enter my Frequent Flyer Program (FFP) number while booking the flight?

We do not have an option of entering the frequent flyer number at the time of booking flights. You can mention your frequent flyer number with the airline directly at the time of check-in.

I got a blank screen when I submitted the booking form, I got charged but never received e-ticket confirmation. What should I do?

We're really sorry for the inconvenience. Please don't worry. We'll call you within 4 hours and complete this booking offline. We suggest you do not attempt booking again as you may end up getting charged twice. If you are really in a hurry, call us at 16219 and we'll help you to resolve this immediately.

How do I get the booking confirmation?

We will send you an email on your registered email address to confirm your flight booking.

Do I need to confirm my booking before I fly?

No, you don't. If you really want to, you can contact the airline directly.

I did not get the e-ticket no. in the confirmation received from MRewardz?

We'll send your e-ticket/confirmation details to your registered email address.

Do I have to show my e-ticket confirmation voucher at the check-in counter?

Yes, you have to show e-ticket confirmation voucher. Please carry a print copy of the e-ticket along with a valid photo ID as it is important.

Do I have to pay anything extra at the airport?

Every airport has their set of charges and rules, therefore, the charges depend on the airport you're flying from.

Do I have to show an ID proof at time of check-in?

Yes, your Photo ID proof may be checked by airline authorities. It is strongly recommended that you carry a government-issued Photo ID with you during your journey.

I misspelled my name while booking, how can I correct it?

Allowing change of name requests entirely depends on the airline you're booked with. You can call us at 16219, if your airline allows change of name requests, we can pass on your request. However, if the airline doesn't allow it, you'll have to cancel and re-book the ticket.

Can I book flights for friends and family using my account by points or cash?

Yes, you can do the booking provided you have all the details belonging to the passengers you want to book for. Provide the details when you're asked to enter traveller details at the time of booking.

Can I do an online check-in?

You may use your PNR or Airline Booking Reference Number to do an online check-in on the website.

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Flights - cancellation, amendments & refunds

How do I cancel my Flight Reservation?

Please call MTB 24/7 Contact Centre at 16219 to do the cancellation.

The flight I booked was cancelled by the airline, how do I get my points or money back?

You are entitled to a full refund if airline cancels the flight. First, we request you to cancel your booking online. Once you have done this, please send an email to support@giift.com along with your reference number. Please mention about your flight cancellation. After verification, we will make sure that you get a full refund.

What are cancellation and amendment charges?

Cancellation charges are the charges where the traveller would like to cancel the trip due to unforeseen circumstances and the charges is totally depend upon the airline, sector, class of booking, at the time of cancellation. Amendment charges are the charges where the customer want to change the travel date then the charges/difference of fare will be charged which are again totally depend upon the airline during the travel date. You can check fare rules online, mentioned on the booking page for further details. You can always login to MRewardz and check the details on trip pages.

Note: Along with charges levied by airlines and the difference in fare, MRewardz additionally charges USD 7 or equivalent points (2090) per passenger.

Latest by when can I modify/amend my flight tickets?

You can modify your flight tickets up to 48 hours before your flight's departure time. If it is later than that, you need to contact the airline directly for cancellation.

On cancellation, how do I receive my points back?

Your points will be directly credited to your rewards account once airline refunds us back the funds agreed during cancellation.

How long does it take to process a refund?

We usually process the refund within 4 working days of cancellation. However, it may take slightly longer to reflect in your account statement, depending on the bank's regulations. Normally, it takes about 14 days for most refunds to hit their respective accounts.

It has been more than 15 days and I have not got my refund yet, what do I do?

We're extremely sorry for the delay. Please lodge a complaint with a mail to support@giift.com and we will get back to you very soon.

I made a booking on MRewardz and cancelled the booking directly with the airline. How can I claim my refund?

You can claim refund only if you inform us immediately after cancellation. The refund process generally takes 4 to 14 days (from the day we find out about the cancellation). In cases such as no show or flight cancellation, the refund process can take more than three weeks.

Can more than 2 adults stay in one room?

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. If you book a room that cannot accommodate your group, the hotel may cancel your reservation or require that you book additional rooms. If you have any doubts, please check directly with your hotel for their extra guest charges and the maximum number of people allowed in the room you've booked.

Will our Children get free stay?

Please specify the number of children accompanying you by selecting the number from the drop-down box. If any charges apply for the stay of children, you will be notified of the same during the search.

What if I need a specific type of hotel room (non-smoking, wheelchair friendly etc.)?

The request is subject to the Hotel's terms and conditions.

How do I know if my Booking with the Hotel was successful?

We will send you an e-mail confirmation along with the Hotel Confirmation Voucher.

Do I need to confirm my Booking with the Hotel?

No, you don't. You can also contact the hotel directly if you prefer. However, it may take up to 12 hours for the booking to reflect at the hotel.

What if I do not get the confirmation while booking or get a blank page on submission of the Booking form?

If a confirmation page doesn't display once you complete your booking, check your email for a confirmation. If you don't get an email confirmation within ten minutes, send an email to support@giift.com and you will receive your confirmation details.

How long will it take for the hotel to get my booking information?

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.

What is my hotel's check–in time?

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

Will the Hotel hold my booking as I am arriving late?

Since your reservation is guaranteed with Prepaid Voucher, the hotel is obliged to hold your room until 7 AM the day after your planned arrival date. But, please check the same with your hotel.

What if I'm going to arrive early?

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.

How do I get a receipt or invoice for my hotel booking?

Log in to your MRewardz Account with your registered email address and password. Once you successfully login, go to "Manage Bookings" to view all your upcoming and completed trips. You can view/print your receipt by clicking on Booking Reference Number.

How do I cancel my hotel booking?

MRewardz doesn't support cancellations to hotel bookings.

How will I get my points back after cancelling a hotel booking?

MRewardz points for cancelled bookings will not be refunded or credited back into the account if the cancellation is done by a Cardholder.

How do I modify the Hotel Booking?

MRewardz doesn't support modifications to hotel bookings. You'll have to make a new one.

Do I get an immediate booking confirmation?

Once car redemption is made, the confirmation is not immediate. It takes a minimum of 24-72 hours for a confirmation. At times for any reason when your booking is not confirmed, please send email to describing your issue to support@giift.com mentioning your membership ID.

Can I change my booking?

Once the car booking is done, the existing booking cannot be amended.

Can I cancel my booking?

For bookings made through MRewardz, no cancelations are allowed if initiated voluntarily by you. Hence no points will be refunded back into your account. However, if the reason for cancelation is from the service provider/supplier's end, the points will be duly credited into your account within 7-10 working days.

How old do I have to be to rent a car?

For most car hire companies, the age requirement is between 25 and 70 years. If the driver is under 25 or over 70 years of age, you may have to pay an additional fee (charges may vary depending on city/country and type of car).

Is it possible to rent a car for another person through my account?

Yes, as long as they meet the stipulated requirements. You would need to mention their details while making the reservation.

Does my car redemption include all charges or is there anything extra I have to pay?

Most car rental services include in their price - Theft Protection, Collision Damage Waiver (CDW), local taxes, airport surcharges and any road fees. However, you would be responsible for any 'extra' charges at the time of car pick-up, fees for a young/additional driver, one-way fees, cross border driving. The same will be explained to you, in addition to ways to reduce costs like carrying child seats and GPS before you make your car booking. You may read more about this in the 'Terms and Conditions' section of the car rental service you are booking with.

Do I have to pay any deposit as Security Money?

Yes, the time you pick your car for rental, you will be required to leave a security deposit against possible damage to the car during the rental period. The deposit will be charged directly by the car hire company. Quite often, a credit card in the name of the main driver is required. If the condition of the car and extras is the same on return as at the time of rental, and is in accordance with the fuel policy, the security deposit will be refunded upon returning the car (refund period depends on car Rental Company).

Does the car insurance provided cover all claims?

No. The car insurance provided by the rental company is limited and in case of any misfortunate event, an excess amount will have to be paid by the customer. However, full insurance can be purchased directly through the supplier at the time of collecting the car.

How many days will it take to get my reward merchandise delivered?

It normally takes about 1-2 working weeks for reward merchandise to be delivered. However, this may vary depending on availability of stock.

What should I do if the reward merchandise doesn't reach me within 21 working days?

This is very irregular case. In such cases, please call MTB 24/7 Contact Centre at 16219 to check on the status of your order.

What if the product reaches my mentioned delivery address when I was away or not available?

In this case, the delivery service would re-attempt to deliver the product three times. So, kindly ensure your availability. Note that, the following options are available to receive the product;

• Collect the product at the courier company.
• Arrange a delivery according to your convenient date & time. In this case, delivery charges will be levied, which can be either paid directly to the delivery service or if you have enough points, those will be debited from your reward account.

What should I do if the reward merchandise delivered to me is wrong or damaged?

In the unfortunate event that this happens, please call MTB 24/7 Contact Centre at 16219 within one business day from the delivery of the product in order to report the same. In case we do not receive the request within 24 hours, no replacement will be permitted. Reward points will not be refunded to you.

What should I do if I ordered the wrong item?

Please call MTB 24/7 Contact Centre at 16219 to cancel your order. Your points will be refunded to you and this process may take 2 – 3 working days.

Is the Delivery free of charge?

The cost of shipping would be included in the points utilized for redemption. However, it would vary according to the merchandise/product selected. You should not pay any more to the delivery person upon delivery of the goods.

Do you deliver items outside Bangladesh?

No, all items are delivered only within Bangladesh.

What if I want to cancel my order?

To cancel your order please call us at 16219. Upon cancelation, your MRewardz points will not be refunded back to you.

Can I settle my Credit Card Outstanding with my reward points?

Yes. You can settle your credit card outstanding as much as you want with available points.

Is 15% VAT applicable to the mentioned Fees & Charges?

Yes. 15% VAT will be charged as applicable. This has already been included in the redemption process.

How many days does it take to process the payment?

Processing of payment is done within 2-3 working days.

How many Gift Card(s) can I request per month?

You can request maximum three (03) Gift Cards per month.

How many Gift Card(s) can I request for a person per year?

You can request maximum five (05) Gift Cards for a person (Gift Card receiver) per year.

Can I request a Gift Card for my own?

No. You can’t request for a Gift Card for yourself. You can request a Gift Card for your family members and friends.

Which additional information is required at the time of redemption request for Gift Card?

You must put the following information of the Gift Card receiver at the time of redemption request for Gift Card.

• Name of the Gift Card Receiver
• Mobile Number of the Gift Card Receiver
• Delivery Address

How many days will it take to process the Gift Card till delivery?

At least 4-5 working days are needed for the production & delivery of Gift Card.

How to activate the Gift Card?

To Activate the Card, the Gift Card receiver will have to make a call to MTB 24/7 Contact Centre at 16219 from his/her mobile number mentioned at the time of placing redemption request for Gift Card on MRewardz Portal.

Will I receive the Gift Card along with PIN?

No. MTB no longer sends Paper PIN for any Card. The Gift Card receiver must set the Green PIN.

How to set Green PIN for the Gift Card?

To set Green PIN for the Card, the Gift Card receiver will have to make a call to MTB 24/7 Contact Centre at 16219 from his/her mobile number mentioned at the time of placing Gift Card request on MRewardz Portal.

What can a Gift Card receiver do with this Card?

A Gift Card receiver can withdraw cash from any ATM booths, use at POS machine, and make Online transactions within Bangladesh only.

Is there any other Fees & Charges applicable?

Card Replacement fee will be charged if any replacement request is placed. This fee is payable by using reward points too.

Cash withdrawal fee will be applicable if the Gift Card receiver withdraw cash from other bank’s ATM booths. Cash withdrawal using Gift Card from MTB ATM is absolutely free.

Can I recharge/reload this Card?

No. Gift Card is not reloadable. Gift Card receiver can use the Card multiple times until the balance is zero (0). When the balance is zero, the Card is no longer usable.