Account Security
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 | How secure are my Skywards transactions? |  |
| Your transactions and information are protected by high-level security systems. This is why we insist you access your account online with the correct password.
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| How secure is my personal Data? | |
| Any personal information that you supply is transferred to our server via a technology known as SSL, or 'Secure Socket Layer'. Basically, this is a method of electronic encryption that scrambles personal data before it is transmitted over the Internet. Once it has been scrambled, the data can only be accessed by the use of secure key - a key that only Skywards holds.
What this means is that any information you provide via the Skywards website is completely secured against prying eyes.
You can tell that SSL is active when viewing the Skywards site by checking your browser's status bar - the area at the bottom of the browser window - where you'll see a locked padlock icon that denotes that SSL is protecting your data. 
For added protection, the information relating to your account that is stored in our database is also securely encrypted.
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Credit Card Security
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| What is my credit card security code? | |
| Your credit card security code is a code assigned to and displayed on your credit card by the credit card company. We require you to provide this code as an anti-fraud measure that protects you against unauthorized charges. Only a person in possession of the card will have the code as it is not shown on a credit card charge slip nor on your statements.
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Password Trouble
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| Why isn't my password working? | |
| First, make sure that the membership number you've entered is correct. Check your keyboard to see if you have 'Caps Lock' turned on, as your Skywards password is case-sensitive. You should also be careful while entering your password, make sure to enter the correct letter or number as per your original password set. You might confuse the number '1' with the letter 'l' and vice versa. Similar confusion might occur between the number '0' and the letter 'O'.
If your password is still not accepted, click the 'Forgotten your password' link on the homepage. On the next page, enter your Skywards number, select the 'Display my password hint' button and click 'submit' to display the password reminder you supplied when setting up your account.
Alternatively, select 'Email my password' and press 'submit'. Your password will be emailed to the address defined in your profile.
If you are still having difficulty logging in with the password, or if you have not provided us with a contact email address, please contact your nearest service centre.
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| What can I do if I forgot my password? | |
| If you forgot your password, you can obtain it online. Click on the "Forgotten your password?" link on www.skywards.com and follow the prompts.
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| What if I don't have a password? | |
| If you do not have a password, click the ''Don't have a password'' link on the homepage. In the popup, enter your Skywards number and click on the ''emailed'' link. A new password will be emailed to the address defined in your profile.
If you are still having difficulty logging in with the new password, or if you have not provided us with a contact email address, please contact your nearest service centre.
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Web site Issues
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| What are cookies and what does Skywards use them for? | |
| Cookies are simply small text files that are stored on your computer to make it easier for you to browse the site. They are used for such things as remembering your Skywards number and for passing information from one page of the site to another. You will find that many of the functions of the Skywards Web site require that your browser allow cookies to be stored. If you're experiencing problems with the site, try setting your browser to allow cookies (see below or the browser manufacturer's website for details on how to do this). If your browser is set to allow cookies and you're still having problems, it may be that you are accessing the site from a network that blocks cookies (particularly if you're browsing the site from work). If so, ask your network administrator if it is possible to allow cookies to be set by the Skywards Web site.
How to enable cookies
For Internet Explorer version 5.0 and above: In the Internet Explorer menu click on 'Tools' > 'Internet Options'. - Select the Privacy tab.
- Click the 'advanced' button.
- Check 'Override automatic cookie handling'.
- Select the 'Accept' radio buttons for 'First-party Cookies' and 'Third-party Cookies'.
- Check 'Always allow session cookies'.
- Click the OK button to close the 'Advanced Privacy Settings' window. Click the OK button to close the Internet Options window. Close all Internet Explorer windows then restart your browser.
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| What browser type do I need to use to view the Skywards website? | |
| The Skywards site is best viewed using Internet Explorer (version 5 or above) (www.microsoft.com/ie) or Netscape Navigator (version 7.0 or above) (www.netscape.com/navigator) - each of these browsers can be downloaded free by clicking on the relevant link. If you wish to use the Mileage Calculator, you will also need a Flash browser plug-in, which can be downloaded from here (the download is free, and takes less than one minute on a 56k connection). In addition, you will need to have cookie enabled on your browser to use the Skywards Web site.
The website also displays PDF files developed with Adobe Acrobat. If you do not have Adobe Acrobat Reader on your machine, you can download it by clicking here (the download is free).
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| Who can I contact if I encounter problems while viewing the site? | |
| Please contact our service centre.
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| Why are someone else's details appearing when I enter my Skywards number and password? | |
| As you surf the web, your browser saves copies of the pages you view in a 'cache' stored on your local hard drive. If you are seeing someone else's details when you log onto the Skywards website, it may be that your browser is loading the page from its cache rather than from our server. You can resolve this problem by clearing your browser's cache. How to clear your browser's cache
For Internet Explorer version 5.0 and above: - In the Internet Explorer menu click on 'Tools' > 'Internet Options'.
- Under ''Temporary Internet Files' on the General tab, click 'Delete Cookies'. A pop-up box opens - click 'OK'.
- Click 'Delete Files'. A pop-up box opens - check 'Delete all offline content' and click 'OK'.Click "Clear History". A pop-up box opens - click 'Yes'.
- Click the OK button to close the Internet Options window.
- Close all Internet Explorer windows, then restart your browser.
For Netscape Navigator version 7.0 and above:
- In the Netscape Navigator menu, click 'Edit' > 'Preferences'
- Select the 'Advanced' tab.
- Select 'Cache'.
- Click 'Clear memory cache. A pop-up box opens - click 'Yes'.
- Click 'Clear disk cache. A pop-up box opens - click 'Yes'.
- Click 'OK'.
- Close all Netscape Navigator windows, then restart your browser.
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| Why does the website tell me that my 'session has expired'? | |
| This usually happens after you have logged in to the Web site and left the page open for a while without doing anything - for instance, not clicking a link for a specific time period. To help ensure that your details are kept secure, you will be asked to login once again before you can continue using the member's area of the site.
If you find that you are receiving a session expiry message immediately after logging in, you may have cookies deactivated in your browser settings.
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