Frequently Asked Questions
Answers to the most frequently asked questions about the PNC Premier Traveler Reward Program.

How the PNC Premier Traveler Reward Program Works
  • What is the PNC Premier Traveler Reward Program?
    It is a reward program that enables you to earn miles for purchases you make with your PNC Premier TravelerSM Visa® Signature credit card. You can use those miles to book amazing travel experiences, redeem for statement credits for travel already purchased, and more.
Earn Miles
Use Miles
Account Activity
Security and Data Use
  • Is redeeming miles online secure?
    We highly value our cardholders' security and have made miles redemption on the PNC Premier Traveler Reward Program website extremely safe. Please read our Security & Privacy policy for more information.
  • What are cookies and does the PNC Premier Traveler website use them?
    A cookie is a small data file that contains a unique identifier. Cookies can be used to store information about you and your web server session on your hard drive. Cookies can also be used to link your computer to information stored in a separate location. See privacy policy for a description of the PNC Premier Traveler program use of cookies.
  • How do I know the emails I get about PNC Premier Traveler are legitimate?
    PNC Bank will send you emails for your PNC Premier Traveler account that will include PNC Premier Traveler in the sender's name. We will NEVER ask you for personal information or to verify anything about your PNC Premier Traveler account by email. Requests like these are often scams and PNC Bank takes great care to avoid sending any email that could be confused with these scams. If you receive an email purporting to be from PNC Bank or one of its affiliates that you believe is not legitimate, please forward it to abuse@pnc.com.
  • What if I cannot remember the answer to my security questions?
    If you do not answer your security questions correctly or cannot remember the answers, you will need to contact us .
Username and Profile
  • Why am I being asked to create a username?
    You can find your PNC Premier Traveler Reward Program information on the Rewards Center page in PNC Online Banking and do not need to set up a new username and password. Click on your card to access rewards information, and to redeem miles.?However, you must have a unique username to login directly to the PNC Premier Traveler Reward Program website. Go to Create Username to create your username. It's quick and simple to do. You'll need your Card Number to begin.
  • Can I create my own username?
    Yes, you can. Your username needs to be at least eight but no more than 100 alphanumeric characters long. It is also case sensitive and may contain the following special characters: ! $ % , + - . : = ? { } _ [ ] ~ @. Your username cannot contain five or more consecutive digits of your Card number, cannot contain spaces, and cannot be the same as your password.
  • Can I use my email address as my username?
    Yes, as long as your email address meets the following requirements:

    • It's unique

    • It's between 8-100 alphanumeric characters

    • Does not contain five or more consecutive digits of your card number

    • Does not contain spaces

    • It's not the same as your existing password

    Go to Create Username to start the process. It's quick and simple to do. You'll need your card number to begin.
  • If I'm accessing my PNC Premier Traveler Reward Program information from the Rewards Center in PNC Online Banking, do I need to create a separate username and password for this PNC Premier Traveler Reward Program site?
    No. You can access your information simply and conveniently from the Rewards Center in PNC Online Banking.
  • I have more than one PNC Premier Traveler account. Will my username work for both?
    No. Your username cannot be assigned to multiple PNC Premier Traveler Reward Programs. You will need to create a unique username for each PNC Premier Traveler Reward Program.
  • I typically use the automated phone system and now want to use the website. Do I need a username? I'm already in the program.
    You will not need a username to access your PNC Premier Traveler Reward Program information on the Rewards Center page in PNC Online Banking. Simply use your Online Banking username and password as you normally would to access PNC Online Banking.

    However, you will need a username to access your PNC Premier Traveler Reward Program directly on the PNC Premier Traveler Reward Program website. If you don't have one, you will need to create a username. Or, if you have forgotten your username, you can retrieve it.

    Please note, the username is only used to access your PNC Premier Traveler Reward Program on the PNC Premier Traveler Reward Program website. You will not need the username to log in through the Rewards Center in PNC Online Banking or the automated phone system.
  • I forgot my username. Can you tell me what it is?
    If you forgot your username, go to Retrieve Username.
  • Why am I being asked to change my password?
    To enhance password security, we have increased the minimum number of characters for all new passwords in the rewards program from 5 characters to 8. Although you are not required to change your existing password at this time, PNC strongly encourages all PNC Premier Traveler Reward Program participants to have passwords containing at least 8 (and up to 15) characters.
  • Why is password security important?
    Information to which you have access as a PNC Premier Traveler Reward Program participant, including information about your recent card transactions, is sensitive and confidential in nature and your password is the means to access this important information. While a secure and strong password may be more difficult for you to remember, you will find that it will be worth the extra effort to better protect your PNC Premier Traveler Reward Program.
  • What types of passwords are strongest and most secure?
    When you create a password, don't use personal information such as your name, address or birth date; a spouse or significant other's name; children's names and/or birth dates; pet's name; favorite sports team; mother's maiden name; or town where you grew up. It is a good idea to combine numbers and letters when creating a password. Use a word or phrase with meaning for you (so that it will be easy to remember), but mix in numbers and capital letters to increase the security of the password.

    • Examples of phrases:

    "Yankee Doodle went to town" could be expressed in a password as: Ydwt4t

    "I love Paris in the springtime" could be expressed in a password as: iLP1nST

    • Examples of words:

    "artworks" could be expressed in a password as: 1rtWork6

    "ding dong" could be expressed in a password as: D1ngd0ng

    Please Note: These examples are intended to provide you with some ideas about how to create a password. You should not copy any of them when you create your password. To create your personal password, choose a phrase or word that has special meaning for you and format it using your own combination of letters and numbers.
    Never tell anyone else what your password is and never write your password down in an unsecured place!
  • What are the rules for new passwords for PNC Premier Traveler?
    Your new password must be 8-15 characters in length containing at least three of the following four character types – (1) capital letter, (2) lower case letter, (3) number, and (4) special character (such as ! $ % , + - . : = ? { } _ [ ] ~ @). No spaces are allowed. You cannot use four or more consecutive numbers that match the number of your PNC Premier Traveler card. In addition, the password is case sensitive.
  • I forgot my password. How do I reset it?
    Go to forgot password to reset or contact us for assistance.
Customer Service
General Travel Information
  • May I redeem my miles online?
    Yes. All travel products can be either redeemed or requested online.
  • Are there any fee(s) associated with travel redemptions?
    The following cardholder redemption fee(s) will apply: $24.50 per airline ticket; $24.50 per Vacation Package/Unique and Enriching Experience/Sport and Special Events/Goodwill Travel/Custom Getaway orders and $24.50 per Cruise cabin. There are no cardholder redemption fees for Cars, Hotels, Disney or Universal rewards. Additional costs, fees and taxes apply but will vary depending on the travel arrangements you select. If you would like more information about fees, charges, costs, and taxes, please contact us.
  • Are there any fee(s) associated with travel redemptions?
    The following cardholder redemption fee(s) will apply: $24.50 per airline ticket; $24.50 per Vacation Package/Unique and Enriching Experience/Sport and Special Events/Goodwill Travel/Custom Getaway orders and $24.50 per Cruise cabin. There are no cardholder redemption fees for Cars, Hotels, Disney or Universal rewards. Additional costs, fees and taxes apply but will vary depending on the travel arrangements you select. If you would like more information about fees, charges, costs, and taxes, please contact us.
  • Can I pay redemption fee(s) with miles?
    Yes. As you go through the redemption process you will be offered the opportunity to pay your redemption fee using miles, as applicable.
  • Can I use my miles for someone else to travel?
    Yes. The PNC Premier Traveler participating cardholder may make reservations in the name of the person of his/her choice. Please ensure that the traveler information you enter during the booking process is an exact match to the travel documents that are required to fulfill the reservation (i.e. driver’s license, passport, etc.). Errors may result in delays and/or possible denial of the travel reservation.
  • I don't recognize the charge on my card statement. Who handles travel redemptions?
    Travel reward redemptions are handled by the PNC Premier Traveler contracted Travel Rewards provider, Montrose Travel. If a travel reward redemption results in a cardholder card charge, the card may be charged by either the Travel Supplier (e.g., Airline, Cruiseline) or by the PNC Premier Traveler Travel Rewards Provider, Montrose Travel, and appear on your statement as applicable. (i.e., MT*PNC AIR or Montrose Travel). Depending on the reward and how many miles you redeemed, the total cost charged to your card may appear as more than one charge on your card statement. When combined, these separate card charges will equal the total cost to be charged to your card for this reward redemption, as authorized during the booking process for the reward.
  • Why do I see more than one charge for a travel booking?
    If a travel reward redemption results in a cardholder card charge, the card may be charged by either the Travel Supplier (e.g. Airline, Cruiseline) or by the PNC Premier Traveler Travel Rewards Provider, Montrose Travel, and appear on your statement as applicable (i.e., MT*PNC AIR or Montrose Travel). Depending on the reward and how many miles you redeemed, the total cost charged to your card may appear as more than one charge on your card statement. When combined, these separate card charges will equal the total cost to be charged to your card for this reward redemption, as authorized during the booking process for the reward.
  • If I submit a request for a vacation or Custom Getaway reward, is it booked and confirmed when I click submit?
    No, this is a travel request only. We will attempt to call you at the telephone number you provided on the request form within 48 hours to review and finalize your request.
  • I did not get my email confirmation, what should I do?
    To ensure receipt of your travel confirmation email, please ensure that the email address you provide at the time of booking is a current and valid email address. You may also want to check your spam/junk folder if you have not added us to your safe senders list. If you still do not find your email confirmation, please contact us.
  • May I combine or transfer miles to/from an airline, hotel or car rental frequent traveler program?
    No. You may not transfer miles from PNC Premier Traveler to another reward program or combine miles from PNC Premier Traveler with miles from another rewards program.
  • Can I earn frequent flyer miles or frequent traveler miles for my PNC Premier Traveler reward redemption?
    Depending on the travel provider, you might accrue additional miles in their program as a result of your PNC Premier Traveler reward redemption. Please check with the individual provider or contact us .
  • Do you offer any insurance for cancelation or trip interruption?
    Yes. Please contact us for a quick quote.
  • I have to cancel my reservation. Can I have my miles reinstated or obtain a refund?
    No, once redeemed, miles for canceled reservations may not be reinstated to your PNC Premier Traveler account. No credit will be given for unused portions of the reward. However, if trip insurance was purchased for the reward, refunds for covered cancelations may be available. Please contact us for additional questions.
  • I have to cancel my reservation. Can I get the charges that were made to my card for the travel refunded?
    No, once the reservation has been made for the travel reward, any card charges for that reward cannot be refunded to you. No credit will be given for unused portions of the reward. However, if trip insurance was purchased and charged to your card for the reward, a refund of that card charge for covered cancelations may be available. Please contact us for additional questions.
  • Can I make last-minute bookings?
    Yes, depending on your request, it may be possible to secure last-minute travel. All bookings however are subject to availability.
  • What is "split pay" (miles and dollars)?
    Where available, the PNC Premier Traveler "split pay" feature allows you to redeem your travel reward with a combination of miles and a debit, credit or prepaid card payment. You are required to use the minimum number of miles, as specified by PNC Premier Traveler and, once the minimum mile requirement has been met, the remaining cost of the travel reward can be paid for either with additional miles or with a credit, debit or prepaid card payment. The travel reward can also be redeemed in full using only miles.
  • Can I use a card other than the card I have enrolled in PNC Premier Traveler for "split pay" (miles and dollars) redemption?
    Yes, you can use any debit, credit or prepaid card for a "split pay" reward redemption.
Flights
Flight Information
  • I have questions about a "schedule change" notice I received.
    The airlines may periodically change a departure time, arrival time or a flight number. If we receive a change to your itinerary we may pass it along to you; however, you must always check with the airline for the most up-to- date flight information. If there is a schedule change of more than five (5) minutes, or if the new flight does not connect with your next flight, we will call you to discuss the impact the change may have on your travel plans. For specific information, contact us.
  • I need seat assignments for my flights but I do not see them noted on my itinerary. Do I have seats?
    Some flights may have pre-assigned the seat allotment OR the airline does not pre-assign seats. Your seat assignments, or a notation regarding their availability, should be written on your ticketed itinerary. If you do not see either of these notations on your itinerary, please call the airline directly or contact us.
  • What if I want to select a specific seat?
    When offered by the airline, you will have the option to select a specific seat during the booking process. On Step Three of the process, you will see a link called "Please Request Seats by Clicking Here." This will allow you to select specific seats from a seat map offered by the airline for each segment of your itinerary. We will forward your seating request to the airlines, but we cannot guarantee that your request will be honored.
  • Will I receive a ticket in the mail?
    All tickets will be issued electronically if possible – there are some airlines that do not offer electronic ticketing, thereby requiring the issuance of paper tickets. A delivery charge of $15.00 for 2-day Federal Express will apply, reflected as "Shipping Fee," and is included in the Total presented to you during the booking process. For those airlines that issue all tickets electronically, and issuance of a paper ticket is requested by the cardholder, such request is subject to the airline's rules and processing fees. A delivery charge of $15.00 for 2-day Federal Express will also apply, reflected as "Shipping Fee," and is included in the Total presented to you during the booking process.
  • Can I use my miles to upgrade?
    Unfortunately, no, your miles may only be used toward the purchase of airline tickets, not for upgrades.
  • Are there cancelation or change fees on airline tickets?
    Itinerary changes, if permitted by the airline, will have a $25.00 service fee charged by the PNC Premier Traveler contracted Travel Rewards provider, Montrose Travel. Itinerary changes may also have change fee(s) imposed by the airline. The airline change fee(s), of up to $300.00 USD, will vary by market, carrier and specific fare rule. There may also be a fare differential, which must be paid at the time the change is made.
  • Do you offer any insurance for cancelation or trip interruption?
    Yes. We offer many different types of travel insurance. Certain types of travel insurance that we offer will not only cover the cost of your trip, but also will cover lost or damaged baggage, trip delays, emergency medical and dental and more. Please contact us for a quick quote.
  • How much time do I have to rebook after canceling an air reservation?
    All airlines have different rules. For specific details regarding your ticketed itinerary and to cancel or change your reservation, please contact us. Typically, however, ticketed reservations need to be changed or canceled prior to your departure flight. Typically, the value of a canceled ticket is good for one year.
  • I am not ready to book, but can I still check for availability?
    Our online booking engine allows you to search flights and availability, but please keep in mind that airfares and availability may change up to four times daily. We definitely don't want you to be disappointed when you log in or call and the flights and/or dates you want are no longer available. Please contact us when your travel dates and destination are firm.
Car Rentals - Real Time Reservations
Hotels - Real Time Reservations
  • Can I make a last minute booking and/or how far in advance do I need to make my booking?
    Most hotels don't require an advance purchase, so if the hotel has a room available you can reserve a room on the same day of your arrival. Hotel reservations can be secured up to 11 months in advance.
  • If I don't have enough miles, can I make a partial redemption and pay the difference?
    Yes, using our "split pay" feature. Each travel reward requires a minimum number of miles. Once you have enough miles for the minimum redemption, you may pay the difference using your debit, credit or prepaid card.
  • What is "split pay" (use miles and dollars)?
    The PNC Premier Traveler "split pay" feature allows you to redeem your travel reward with a combination of miles and a debit, credit or prepaid card payment. You are required to use the minimum number of miles, as specified by PNC Premier Traveler and, once the minimum mile requirement has been met, the remaining cost of the travel reward can be paid for either with additional miles or with a credit, debit or prepaid card payment. The travel reward can also be redeemed in full using only miles.
  • Can I use a card other than the card I have participating in PNC Premier Traveler?
    Yes, you can use any debit, credit or prepaid card for a "split pay" reward redemption.
  • Why would I get the message "rooms are not available" when I do a hotel search?
    This message may appear when hotel room availability has changed. When you submit your reservation request, we double-check the hotel's reservation system to get updated availability. Occasionally, the hotel may no longer have rooms available for the dates you selected. If this happens, return to the Search Results list and choose another hotel or different dates.
  • How can I find a specific hotel by name?
    Enter your destination, check-in and check-out dates and number of rooms needed. When you receive your search results, go to the left-hand menu and filter your results by "Hotel Name." If you're having difficulty finding a specific property by name, try using fewer characters. Or you can contact us.
  • What happens if I can’t find the specific hotel and/or room type I need online?
    If there’s availability, we can help. Some properties may control their inventory by not offering specific room types and/or rates to outside distributors. Contact us with the exact details of your desired hotel stay, and we will contact the property to secure your reservation. This is how we help you create a “Custom Getaway” and apply your miles to any custom travel arrangements you require.
  • How many rooms can I reserve at once, and how many people can stay in each?
    You can reserve up to four hotel rooms per reservation if they are the same room type. Each room can have a maximum of four people, at least one of who must be an adult. If you need to reserve different room types, you will need to book each room type separately.
  • Are there any charges if I bring extra guests?
    The mile value you were quoted at the time of booking is determined by the number of people you entered on your reservation. If more people check in at the hotel than were originally confirmed, the hotel may charge you additional fees per person at the time of check-in.
  • What is included in the cost of my hotel reservation?
    The room rate and taxes are included. However, the total shown DOES NOT include any applicable hotel service or resort fees, charges for optional incidentals (such as minibar snacks or telephone calls), or regulatory surcharges. The hotel will assess these fees, charges and surcharges upon check- out.
  • Do you offer any special discounts?
    While we don't offer special rates, such as for seniors, for military or government employees, or for bereavement travel, you may find that our special sales and promotional discounts are better. Look for hotels that display the "Hot Deals" icon to receive special limited-time offers.
  • Do I need to reconfirm my hotel booking before check-in?
    If you received your confirmation, it's not necessary to reconfirm your booking, but you may if you choose. Bring your driver's license or government-issued ID card and a form of payment (credit, debit or prepaid card or cash) for hotel incidental charges and a printed copy of your email confirmation to provide during hotel check-in.
  • Can I indicate special room requests or preferences, such as handicap accessible, connecting rooms, bed type, smoking type or early check-in?
    You may request special room requests or preferences during the booking process, but it is a request and cannot be guaranteed. It is recommended that you confirm all special requests for specific needs directly with the hotel prior to your arrival.
  • I just made a booking and called the hotel to make a special request. They can't find my reservation. What should I do?
    Some hotels have a manual process whereby they enter specific reservation details (i.e., guest name and booking ID) into their reservation system at a later time. Your confirmation number will not necessarily be the same as the hotel's in-house reservation number, but in most cases, the staff can easily locate your reservation by the guest's last name. If it has been less than 24 hours since you completed your reservation, it may help to let the hotel know that you recently made the reservation, but if you continue to have difficulties, please contact us.
  • What do I need to check in at the hotel?
    Although most hotels will use your last name to look up your reservation, you should print your confirmation email and present it, along with a government-issued photo ID and a valid credit card.
  • What is the standard arrival/check-in time?
    Most hotels allow for a 3pm check-in on the day of your arrival. Please check with your hotel for alternative check-in time.
  • Can I check out early from my hotel?
    Yes, but there will be no reimbursement, credit or refund for early check-out.
  • How do I find a pet-friendly hotel?
    To find pet-friendly hotels, enter your destination, check-in/check-out dates and number of rooms. On the search results page, go to the left-hand menu and "Filter My Hotel Results" by checking "Pets Allowed" box in the Amenities section. The search results will filter to show only hotels that allow pets. Individual hotel pet policies are likely to vary and additional fees may apply. Check with the hotel directly for their most current pet policy.
Cruises
  • How do I book a cruise with a cruiseline that is not available on the website?
    Although most do, not all cruiselines support the technology needed to use miles for payment. Personal Vacation Planners are available to research the cruise of your choice, check availability, make your booking and apply your miles toward the cost of any cruise. On the search results page, some itineraries may display a link to “Request information.” You can select this link and complete a request form or contact us for more details.
  • What happens after I book my cruise online?
    Once you book your cruise online, you will receive an email confirmation to verify the status of your booking. Your Personal Vacation Planner will contact you to verify that all booking details are correct and complete. We will monitor your reservation all the way up to the day of your departure to ensure that you receive any pertinent communications (e.g. itinerary changes, online registration, printing of boarding passes and luggage tags, etc.).
  • What is online registration?
    Online registration is a process by which you provide the cruiseline with personal information (such as name, date of birth, Passport number, etc.) for each passenger via the cruiseline's secure website. The online registration process is not only a requirement of most cruiselines but also of the Department of Homeland Security.
  • What is included in the cost of my cruise reservation?
    This may vary per cruiseline, but in general, you can expect the following inclusions: stateroom or suite accommodations, ocean transportation, most meals onboard, some beverages onboard, most entertainment onboard, supervised kid's programs, entry to nightclubs, sports decks and activities, gym, pool and hot tubs.
  • How do I pay for onboard expenses/purchases?
    Most cruiselines require you to establish an onboard credit account that permits you to charge purchases to your stateroom. You will need to present a credit card, cash, or traveler's checks to open this account. This can be done during your online registration, the check-in process or at the designated sign- up area onboard the ship.
  • Do I need a Passport? What about Visas or any other travel documents?
    It is recommended that you always travel with a Passport. However, U.S. citizens who are taking a closed-loop cruise itinerary departing from the U.S. (e.g., the ship must leave from and return to the same U.S. port) will be permitted to board with a valid government-issued photo ID and a certified legal copy of a U.S. birth certificate. Any other itinerary will require a valid Passport, at minimum. Please consult the complete terms and conditions for more information.

    Visas and other travel documentation requirements vary by destination and change from time to time without prior notice. Passengers should check with the consulate of each country they will visit, or a Visa service to verify current regulations. It is the passenger's responsibility to have proper travel documentation and they should reconfirm Visa requirements with the consulate 14-30 days prior to the cruise. If you do not have the proper travel documents, you will be denied boarding by the cruiseline.
  • Does the name on my reservation need to match the name on my Passport?
    Yes. It is important that the name on your reservation be exactly as it is stated on your Passport or other official proof of nationality. If your name has changed since your document was issued (e.g., marriage or divorce), it is required that you update the document with the new name or provide an official supporting document (e.g., a state, county or province issued marriage license, divorce decree or legal name change document) of the name change. All documents must be the original or a notarized copy. Additionally, if you are using an identification (e.g., driver's license) and a citizenship document (e.g., birth certificate), then BOTH documents must match the name on your reservation. Otherwise, it may result in delay or possible denial of boarding.
  • Is there a minimum age requirement to book a cabin?
    Yes, and it differs by cruiseline. Most require that guests occupying their own stateroom are at least 21 years of age, but there may be exceptions for underage married couples (with proof of marriage). The age requirement policies are strictly enforced by the cruiselines, and passengers who do not meet the minimum requirement will not be permitted to board. If you have any questions regarding the minimum age to occupy a stateroom, please contact us .
  • What are international travel restrictions for children?
    Parents of minor children (under 18 years old) must carefully document legal custody prior to traveling.
    If a minor child is traveling with only one parent, the absent parent should provide a notarized letter of consent.
    If only one parent has legal custody, that parent should be prepared to provide such evidence to airlines and authorities (i.e., a copy of the sole custody document or death certificate of absent parent.)
    In cases in which a minor child is traveling alone or in someone else's company, both parents (and the sole, documented custodial parent) should provide a notarized letter of consent.
    If a child traveling has a different last name from the mother and/or father, the parents should be prepared to provide evidence to airlines and authorities, such as a birth certificate or adoption decree, to prove that they are indeed the parents.
  • Can I sail with my infant?
    The minimum age for sailing is typically 6 months, but there are exceptions such as Transatlantic, Hawaii and South American itineraries, which may have a minimum age of 12 months. Such policies are in place due to the infant’s vulnerable health. While at sea or in port, the availability of medical care may be limited or delayed. Early infant care in particular may require specialized diagnostic facilities and/or treatment that are not obtainable during the cruise, onboard the ship, or ashore in ports of call. Standard cruise fare applies to booking of a minor.
  • Can I travel while pregnant?
    Pregnancy is considered a medical condition, and some cruiselines require a medical certificate establishing the passenger's due date and fitness to travel. Additionally, each cruiseline has specific policies with regard to how far along in a pregnancy a passenger can be at time of embarkation, but in most cases, they will not accept passengers who are in their 24th week or beyond.
  • Will there be wheelchair accessibility? Do the cruise ships offer wheelchairs or do I need to bring my own?
    Wheelchair accessibility varies from ship to ship, however the newer and larger cruise ships are often more equipped for wheelchair-bound travelers. Cruiselines do not offer wheelchairs onboard, so you must either bring your own or contact us about your options for affordable wheelchair rentals while onboard.
  • Is it possible to book multiple and/or connecting rooms online?
    You can book only one stateroom at a time online. If you require special arrangements such as connecting or multiple rooms that are side by side, please contact us to handle these types of requests.
  • Can I make a last-minute cruise reservation?
    Depending on availability, in most cases you can book up to 48 hours in advance of the ship's departure. However, the closer you are to the departure date, the fewer staterooms there are to choose from. It is recommended that you book your cruise well in advance for the best pricing and location on the ship.
  • How far in advance can I make a cruise reservation?
    This depends on the cruiseline and the itinerary. Some may be available up to three years in advance, while others may be limited to 12 or 18 months prior to departure. Please contact us if you need more details on advance reservations for a specific sailing.
  • If I don't have enough miles, can I make a partial redemption and pay the difference?
    Yes, using our "split pay" feature. Each travel reward requires a minimum number of miles. Once you have enough miles for the minimum mile requirement, you may pay the difference using your debit, credit or prepaid card.
  • What if a specific rate I want (e.g., past guest, resident, senior, military etc.) is not offered online?
    Contact us to see if any of these or other special rates are available.
  • Can I make a cruise reservation for someone else?
    Yes, but the passenger names you enter during the booking process must be an exact match to the travel documents the passengers will present upon check-in. Otherwise, it may result in delay or possible denial of boarding.
  • Can additional passengers be added to a reservation?
    All rates are based on the present occupancy and availability. It may be possible to add an extra person, provided the room you booked can accommodate the additional capacity. Please keep in mind:
    Your present rate will not be protected and could possibly change.
    The person you are adding could pay a different rate as well.
    There may be change fees involved that must be paid with a card instead of miles.
    In some cases, changes will not be permitted, particularly in the case where a cruise ship has reached its maximum passenger capacity.
  • What are the standard arrival/check-in times? When can I board the ship?
    This will vary. Please look for the embarkation time on your documents provided by the cruiseline for boarding.
  • Can I make a change or request an upgrade to my room when I check-in?
    This will be handled separately between you and the cruiseline and there may be extra costs involved.
  • Can I purchase cruiseline transfers or pre/post cruise hotel stays online?
    These options will vary by cruiseline and (when applicable) will be presented to you on the Options page within the "Cruiseline Options" section. When available, these options can be paid with miles. If you find that these types of options are not offered online, please contact us for assistance.
  • What about gratuities? How does this work?
    To simplify the tipping process, a discretionary gratuity is established by each cruiseline. The gratuity varies and is charged per person per day (including children). When booking online, you may be presented the option to pre-pay these gratuities using miles. If you elect not to pre-pay these gratuities, they will be automatically added to your shipboard account which you will not be able to pay using miles. This gratuity will be shared among the staff that helps provide and support your cruise experience, including all wait staff, stateroom stewards, buffet stewards and housekeeping staff across the fleet.

    Please note: In most cases, a 15% gratuity is added to bar charges and dining room wine accounts. This is shared among the beverage staff and their support staff and must be paid directly to the cruiseline. Miles cannot be used to pay this gratuity.
  • Is there an additional fee for redemption of my cruise reward?
    There is a $24.50 non-refundable redemption fee per cabin. The redemption fee(s) are payable at the time of redemption, and can be paid with miles or your PNC Premier Traveler card or another credit, debit or prepaid card.
Vacations
Custom Getaways
Experiences - Unique & Enriching Experiences
  • Do I have to select a date to use my reward at the same time I redeem?
    No. You may redeem without scheduling a specific date at the time of submitting your order. You will then be able to book the experience at any time for a date convenient to you in accordance with the complete reservation instructions provided in the email confirmation/electronic certificate.
  • Are there expiration dates on your certificates?
    No. Our Unique & Enriching Experience certificates do not expire, but they are subject to availability so be sure to reserve your experience in advance to avoid any conflicts.
  • How far in advance do I need to book my experience?
    Each Unique & Enriching Experience has its own requirements for advance bookings. These will be disclosed to you at time of booking. Additionally, the provider makes no claim or guarantee as to the availability of any specific experience. Specific rules may change with or without notice.
  • What is your return and exchange policy?
    Once redeemed, certificate(s) cannot be returned or exchanged.
  • What are my shipping options and costs?
    Unique & Enriching Experience rewards are electronic certificates delivered online, so we do not charge shipping or handling fees. Upon submitting your order, you will receive an email confirmation within 24 hours. That email confirmation will include your electronic reward certificate(s) and complete reservation instructions. Please note: you must print out that email confirmation/electronic certificate as you will be required to present it at check- in.
  • Do I need to provide an email address during the redemption process?
    Yes, since Unique & Enriching Experience rewards are electronic certificates delivered online, a current, valid email address is required for PNC Premier Traveler to deliver the order confirmation email, which will include your electronic reward certificate(s) and complete reservation instructions. You will be asked for the email address you would like these emails delivered to when placing your redemption order.
  • What dates are available for my experience?
    All Unique & Enriching Experience rewards are subject to availability and shall be booked in advance in accordance with the requirements of the specific reward outlined on the Experience details tab. Additionally, the provider makes no claim or guarantee as to the availability of any specific experience. Specific rules may change with or without notice.

    In the event that the experience provider permanently cancels or otherwise terminates or withdraws an experience or location, you will be entitled to another experience of equal or lesser value. You will not be entitled to a refund or exchange in the event you fail to participate in a booked experience unless you have canceled and rebooked under the rules set forth by the provider.

    Experience providers may cancel any experience without notice in the event of mechanical or equipment problems, malfunctions or unavailability, celebrity illness or no-shows or for other reasons. In such event, you will be entitled to rebook or exchange such experience in accordance with the provider terms and conditions. The experience provider or your card issuer will not be responsible for any losses, damages, expense or liabilities you incur in connection with a canceled experience.
  • What happens if there is bad weather on the day of my experience?
    Certain experiences may be weather dependent. You should not assume that weather conditions will result in cancelation of a booked experience, as failure to appear will result in the loss of your experience value. Always contact the experience provider at the number provided in the email confirmation with any questions regarding weather conditions. Any experience canceled by the provider due to weather conditions will be rebooked, subject to availability, without penalty.
  • Is there an age requirement for the experience rewards?
    Some experiences do have age requirements. Please review the specific Experience reward details or contact us .
  • Are there physical restrictions I need to consider before redeeming for an experience reward?
    Some of our experiences have restrictions such as weight, height and age. Others may not be suitable for participants with certain medical conditions. Please review the product details before redeeming and experience online or contact us for more information.
  • Are your providers safe and fully insured?
    We only choose partners with exemplary safety and customer service records. All our partners are fully insured and operate to the highest possible standards.
  • If I don't have enough miles, can I make a partial redemption and pay the difference?
    Yes, using our "split pay" feature. Each travel reward requires a minimum number of miles. Once you have enough miles for the minimum redemption, you may pay the difference using your debit, credit or prepaid card.
  • Is there an additional fee for redemption of my experience reward?
    There is a $24.50 non-refundable redemption fee per order. The redemption fee(s) are payable at the time of redemption, and can be paid with miles or your PNC Premier Traveler card or another credit, debit or prepaid card.
Experiences - Sporting & Special Events
Experiences - Cultural Travel
  • What is Cultural Travel?
    Cultural Travel packages are prearranged packages that allow travelers to take their vacation and be a part of the local communities they are visiting. These tours are not about luxurious accommodations, but instead about unique and life-changing experiences; immersing oneself in the local culture, with hands-on exploration and interactions with local experts.
  • What are the age/medical restrictions on the tours?
    To travel independently you must be at least 18 years of age. Small group adventures bring together people of all ages. It is very important you are aware that, as a minimum, an average level of fitness and mobility is required to undertake the easiest programs. All travelers must be able to walk without the aid of another person, climb 3-4 flights of stairs, step on and off small boats, and carry their own luggage at a minimum. There are no maximum age requirements on these tours; however travelers with pre-existing medical conditions are required to complete a medical questionnaire. Please contact us for complete details.
  • Do you accommodate single travelers?
    Yes, we can work it out so that you can redeem for a reward and travel as a single. Since most suppliers price their accommodations for double occupancy, additional miles may be required for single occupants. Opportunities for shared accommodations may be available where a single traveler will be paired with someone of the same sex for the duration of the trip. Please contact us with additional questions.
  • Can I book extra nights of hotel accommodations before or after my tour?
    Yes, in most cases we can arrange additional accommodations at our starting or ending hotels. Please contact us with questions.
  • Can you provide me a list of the hotels we will be staying at?
    A complete list of hotels will be provided on Day 1 of your tour. If your family requires contact information, or in case of emergency, please contact us.
  • What is the most appropriate type of luggage to bring?
    We strongly recommend bringing a soft, medium-sized suitcase or duffel bag on wheels. Keep in mind that you will normally have to carry your own luggage on and off buses and trains, as well as up and down hotel staircases.
  • What clothing should I pack for my adventure?
    We always recommend packing as light as possible; however, the specific requirements for your tour will vary widely depending on where and when you are traveling. Contact us for more details.
  • Can you help arrange my travel Visas?
    We will help you understand how to obtain these documents. It is your ultimate responsibility, however, to ensure that you have all required documentation prior to your vacation departure. When traveling outside the United States, a Passport is required for U.S. citizens. Some countries also require a Visa. If you are a U.S. citizen, detailed Visa information will be provided to you after you book your vacation. Non-U.S. citizens should consult with appropriate consulates to determine if any Visas are needed.
  • What vaccinations are recommended for my adventure?
    It's important that you receive the most accurate and up-to-date travel health information for the region you will be visiting. The only one qualified to provide you with this advice is your family physician or a specialist from a travel health clinic.
  • Are the tours guaranteed to run?
    Some tours have certain guaranteed departures; others require a minimum number of passengers to run. The trip is guaranteed to operate once a departure date is confirmed by the tour operator, barring unusual circumstances beyond the provider's control or for reasons of force majeure. Please contact us with any questions.
  • If I don't have enough miles, can I make a partial redemption and pay the difference?
    Yes, using our "split pay" feature. Each reward requires a minimum number of miles. Once you have enough miles for the minimum redemption, you may pay the difference using your debit, credit or prepaid card.
  • Is there an additional fee for redemption of my Cultural Travel reward?
    There is a $24.50 non-refundable redemption fee per order. The redemption fee(s) are payable at the time of redemption, and can be paid with miles or your PNC Premier Traveler card or another credit, debit or prepaid card.
Experiences - Theme Parks
Only Qualifying Purchases with an enrolled PNC Premier Traveler card can earn miles. A "Qualifying Purchase" is any signature-based or PIN-based purchase, Internet purchases, phone or mail order purchases, bill payments, contactless purchases (purchases made by holding your PNC Premier Traveler card or other device up to a secure reader instead of swiping your card), or small dollar purchases for which you are not required to sign, made with an enrolled PNC Premier Traveler card. Payments of existing card balances, balance transfers, cash advances, ATM transactions, convenience checks, Interlink-processed transactions, fees charged by us (for example, annual fees, finance charges, and related service charges, if any apply), payments made for pre-paid and re-loadable cards such as certain gift cards and similar cards, and payments made for payment instruments that can readily be converted to cash (for example, travelers cheques, money orders, wire transfers, and similar products or services) are not Qualifying Purchases. We reserve the right to determine in our sole discretion whether a particular PNC Premier Traveler card transaction is a Qualifying Purchase.
1