What to do if you’ve lost or forgotten your frequent flyer number

forgot frequent flyer numberCan't remember your frequent flyer account number? Here’s how you can find it in a couple of simple steps.

Your frequent flyer membership number is the key to earning rewards for flights, partner bookings, reward credit cards and any other deals or promotions. It’s also required for all the other benefits that come from being a member.

But with so many different accounts and numbers to keep track of, it’s easy to lose your frequent flyer information. This guide outlines how to get your frequent flyer number back so that you can earn all the points, miles and benefits you want through your account.

How to get your frequent flyer number

Every frequent flyer program has a different approach to retrieving lost or forgotten membership numbers. We’ve outlined the process for each of the airline reward programs below so that you know exactly what to do when you lose or forget any of your frequent flyer numbers.

Qantas Frequent Flyer

If you’ve forgotten your Qantas Frequent Flyer number, call 13 11 31 and select menu option 4 for the Frequent Flyer Service Centre. Consultants are available between 7am and 7pm (AEST) Monday to Saturday and will be able to help you retrieve your membership number using other identification information.

To help Qantas find your frequent flyer number, you may be asked to provide personal details including:

  • Your name
  • Your phone number
  • Your email address
  • Your residential address

Provide as much detail as possible, including any previous contact details that you may have used at the time you signed up for the program (for example, an old mailing address or phone number).

Virgin Velocity

Virgin’s Velocity frequent flyer program allows you to retrieve your membership details online. Simply go to the Forgot Membership page and enter your email address, first name, last name and date of birth and press “submit”. Your membership details will then be sent to your email address.forgot velocity frequent flyer number

Note that you will need to enter the email address and the full name that you used to sign up for Velocity. Otherwise, your details may not be sent to you. If you can’t remember this information, you can call the Membership Contact Centre on 13 18 75 between 8am and 8pm Monday to Friday.


You can easily find your KrisFlyer number via the Singapore Airlines website. Go to the “Retrieve KrisFlyer membership number” page and enter the details that you used to register for the frequent flyer program.

forgot krisflyer frequent flyer number

If you can’t remember what details you used when you signed up for KrisFlyer membership, contact Membership Services by calling 02 8228 1188 or emailing KF_contact@singaporeair.com.sg.

British Airways Executive Club

If you know your Executive Club email address or username and your password, you can log into your account to find your membership number. If you’re not sure of these details, you can contact an Executive Club service centre.

The UK service centre phone number is +44 191 4907901, and British Airways advises callers from outside the UK to select menu option 1 then option 3 followed by option 1 to speak to a representative. Aim to provide as much detail as possible about your account and previous experiences with British Airways to help them find your Executive Club membership details.

Etihad Guest

If you know your Etihad Guest username and password, you can log into your account online to find your membership number. You can also use your username and email address to request a new password.

If you’ve forgotten some or all of these details, contact the Etihad Guest Service Centre by calling 1300 532 215 (in Australia) or emailing guest@etihadguest.com.

Aim to provide as much information as possible so that Etihad can retrieve your membership number.

Some people also post forgotten membership number requests on the Etihad Facebook page, which has a fast response rate. If you do decide to contact Etihad on Facebook, send a private message rather than publicly posting your personal details.

Emirates Skywards

You can get your lost Emirates Skywards membership number online by filling out the“Find your membership number” form with your first name, last name, date of birth and email address. Alternatively, if you know your email address and password, you can log in to your Emirates Skywards account to find your membership number. You can also request a new password using your registered email address.

forgot emirates skywards frequent flyer number

You can also call Emirates Australia on 1300 303 777 and follow the prompts to speak to a customer service representative. Aim to provide as much detail as possible so they can help find your account information.

Cathay Pacific

The Cathay Pacific website has a simple form you can fill out if you’ve forgotten your membership number or username for the Marco Polo Club. Enter your family name, registered email address and date of birth and hit “submit”. If you need assistance, email all relevant details to theclub@cathaypacific.com.

If you have forgotten your Asia Miles membership number or username, go to the “Retrieve Membership No./Username” webpage on the Asia Miles website and enter your family name, registered email address and date of birth. For further assistance with Asia Miles membership, contact the 24/7 service centre on 1800 129 264 (in Australia) or email memberservices@asiamiles.com.

Air New Zealand

If you don’t know your Airpoints membership number, call the Air New Zealand Contact Centre on 1800 803 298 if you’re in Australia, 0800 247 764 if you’re in New Zealand or +64 9 357 3000 from other countries. You will need to provide the following details as registered for your Airpoints account:

  • Full name
  • Date of birth
  • Address
  • Phone number/s
  • Email address

Tips for finding and remembering your frequent flyer number

  • Keep track of your membership card. Most frequent flyer programs issue you with a card that includes your membership number. If you keep this card somewhere safe, you’ll be able to refer to it any time you can’t remember your frequent flyer number.
  • Check old flight bookings. If you’ve previously flown with an airline as a frequent flyer guest, you can look for your membership number on old flight bookings or itineraries. Check your printed or electronic travel records and see if it’s there.
  • Search your emails. Some frequent flyer programs send out newsletters and statements that may include your membership number. Go to your email account, type the name of the frequent flyer program into the “Search” box and browse through the emails that come up to see if you can find it.
  • Ask a travel agent you’ve previously used. If you’ve made travel arrangements through an agency, it may have your frequent flyer membership details on file. The same is true of online booking services; just log in to your account and see if the information is there.
  • Check your credit card account. If you have a frequent flyer credit card that earns points directly for a particular program, such as Qantas or Velocity, then your account should have a record of your frequent flyer membership number. Log in to your Internet banking account and check the account details, or look on old statements to see if you can find it there.
  • Add the details to your phone. You could set up a “contact” for the airline and add your frequent flyer number to one of the information fields available so that you always have it handy when you contact them.

It’s easy to lose track of your frequent flyer number or other membership details. With this guide, you can always find the right way to get them back and remember them in the future, no matter how many frequent flyer memberships you use.

Start comparing the best frequent flyer program*

Amy Bradney-George

Amy is a Senior Writer at finder.com.au with more than 10 years experience covering credit cards, personal finance and various lifestyle topics. When she’s not sharing her knowledge on money matters, Amy spends her time as an actress.

Was this content helpful to you? No  Yes

Related Posts

Ask an Expert

You are about to post a question on finder.com.au:

  • Do not enter personal information (eg. surname, phone number, bank details) as your question will be made public
  • finder.com.au is a financial comparison and information service, not a bank or product provider
  • We cannot provide you with personal advice or recommendations
  • Your answer might already be waiting – check previous questions below to see if yours has already been asked

Finder only provides general advice and factual information, so consider your own circumstances, read the PDS or seek advice before you decide to act on our content. By submitting a question, you're accepting our Terms and Conditions and Privacy Policy.

4 Responses

  1. Default Gravatar
    adeleJune 5, 2017

    I can’t find my frequent flyer number and want to add to my credit card?

    • Staff
      HaroldJune 5, 2017Staff

      Hi Adele,

      Thank you for your inquiry.

      Every frequent flyer program has a different approach to retrieving lost or forgotten membership numbers. We’ve outlined the process for each of the airline reward programs below so that you know exactly what to do when you lose or forget any of your frequent flyer numbers.

      I hope this information has helped.


  2. Default Gravatar
    March 23, 2017

    How do I find my password for a misplaced card I know the number but I am going in circles mto get any where?/

    • Staff
      AnndyMarch 23, 2017Staff

      Hi Christine,

      Thanks for your question.

      When you try to log in to your account in the provider’s website, you can click on the ‘forgot password’ button to reset it. You’ll normally receive the password reset link in your personal email.


Ask a question