Frequently Asked Questions (FAQs) for “2016/2017 Smiles Driver Rewards Guide”

Enrolment / Renewal

How do I enrol in the Smiles Driver Rewards programme?
You will need to complete the hardcopy Smiles or Speedpass Applicable Form available at any Esso service station or online Smiles Applicable Form available at www.EssoSmiles.com.sg to enrol in our Smiles Driver Rewards program. You can use the Smiles Card to earn Smiles Points instantly. For the Speedpass keytag, it will be mailed to you within 10 working days after the submission of your duly completed application form. When you sign up for Speedpass, you are automatically enrolled into the Smiles Driver Rewards programme and your Speedpass keytag will act like your Smiles Card.

Can I link my credit card to my Smiles account? What do I need to do?
You may choose to link your credit card(s) to your Smiles account and you will need only one card to pay and earn Smiles Points. Simply complete the application form at any Esso service station. Alternatively, you can apply for the DBS Esso Card, or Esso Mobil Privilege Card, which automatically enrols you in the Smiles Driver Rewards programme.

Earning and Expiry of Smiles Points, and Card Discounts

How do I earn my Smiles Points?
Every litre of Synergy fuel you pump at Esso service station earns you 1 Smiles Point. Remember to use your Smiles Card / Speedpass / DBS Esso Card / Esso Mobil Privilege Card / credit card linked to a Smiles account every time you make a purchase to earn your Smiles Points. Check your purchase receipt for points earned and points balance.

What are qualifying purchases?
Qualifying purchases refers to purchases of Synergy fuel available at Esso service stations.

How much do I need to pump to enjoy the 35% Bonus Smiles Points?
You will enjoy 35% Bonus Smiles Points when you purchase 250 litres or more of Synergy fuels in a calendar month with the same Smiles Card / Speedpass / DBS Esso Card / Esso Mobil Privilege Card / credit card linked to a Smiles account.

How and when will I receive my Bonus Smiles Points?
In addition to the Smiles Points earned at the point of purchase, 35% Bonus Smiles Points will be awarded to the same Smiles Card / Speedpass / DBS Esso Card / Esso Mobil Privilege Card / credit card linked to a Smiles account that has met the Monthly Qualifying Spend Criteria with minimum purchase of 250 litres of Synergy fuel for the calendar month. All Bonus Smiles Points will be credited by the end of the following calendar month.

When will my Smiles Points expire?
Smiles Points in your Smiles account will expire unless you make at least one qualifying purchase and earn Smiles Points within 12 months from the date the last Smiles Points were awarded and credited into your Smiles account.

Will my Smiles Points expire when my credit card that is linked to my Smiles account expires?
Your credit card may expire but the Smiles Points you have accumulated under your credit card will still be valid if you had made at least one qualifying purchase and earned Smiles Points within 12 months from the date the last Smiles Points were awarded into your Smiles account linked to your expired credit card.

If there are changes in your credit card particulars, please submit the details via the hardcopy Smiles Customer Request Form, which you can obtain from any Esso service station or online Smiles Customer Request Form available at www.EssoSmiles.com.sg.

I am a DBS Esso Card / Esso Mobil Privilege Card / FairPrice Plus Card / OCBC Credit/Debit Cardmember / Citibank Credit/Debit Cardmember. Am I entitled to any additional discounts?
DBS Esso Card / Esso Mobil Privilege Card / FairPrice Plus Card / OCBC Debit/Credit Cardmembers / Citibank Credit/Debit Cardmembers will enjoy additional card discounts on top of the prevailing station discount. Please visit any Esso service station for the latest information on additional discounts and promotions.

Smiles Points Transfer

Can I transfer the Smiles Points from my Smiles Taxi card to my Smiles Classic card?
We do not allow the transfer of Smiles Points from the Smiles Taxi card to the Smiles Classic card or vice versa. However, our Smiles Driver Rewards programme allows for two-card redemptions.

Receiving Marketing Messages

How can I opt out from receiving promotional messages?
You may contact our Smiles Customer Service Hotline at 1800-300-8888 and they will assist you. Alternatively, you can send an SMS with the message “UN” to 91632221 to opt-out from receiving information about our future promotions and offers.

Rewards Redemption

When can I start redeeming?
You must submit your completed hardcopy or online Smiles Application Form to activate your Smiles Card for rewards redemption. As soon as you have sufficient Smiles Points, you may start redeeming rewards.

How can I redeem my rewards instantly?
Simply present your Smiles Card at any Esso service station to redeem for Synergy fuel, mart items or car wash instantly. The Smiles Points required for your redemption will be deducted immediately.

How can I redeem rewards featured in the catalogue?
To redeem non-instant rewards featured in our latest Smiles Driver Rewards Guide, first select your reward, note the reward code and redeem via the following ways:

Phone
Call our Smiles Customer Service Hotline at 1800-300-8888 (normal operating hours are from 9am to 6pm, Mondays to Fridays, closed on weekends and public holidays). Smiles members are required to call in personally to verify their personal particulars.

Note: Two-card redemption and Smiles Points conversion are not available via phone.

Fax / Hand
Please fill in the Smiles Redemption Form (available at any Esso service station and on the Smiles website, www.EssoSmiles.com.sg) with your personal information and reward details. Fax the completed form to 1800-300-3333 or submit the completed form at any Esso service station.

Reward vouchers may require up to 3 weeks to process. Once ready, we will send them by mail to your specified address.

Online
You may redeem your rewards online at www.EssoSmiles.com.sg with your personal information and reward details.

Note: Two-card redemption is not available via online redemption.

How do I check my Smiles Points balance?
Your Smiles Points balance will be printed at the bottom of your purchase receipt with every transaction made at any Esso service station. Alternatively, you can call the Smiles Customer Service Hotline at 1800-300-8888, from 9am to 6pm (Mondays to Fridays, except for public holidays) or simply check with our cashiers at any Esso service station.

Can I combine my Smiles Points with my spouse / friends / relatives to redeem a reward?
Yes, the Smiles Driver Rewards programme allows for two-card redemptions. Both parties have to sign the hardcopy Smiles Redemption Form as proof of authorisation, then simply fax the completed form to 1800-300-3333 or drop it off at any Esso service station or mail it to ExxonMobil Asia Pacific Pte. Ltd., Robinson Road Post Office, P.O. Box 904, Singapore 901804.

Can I convert my Smiles Points to Asia Miles™, Citi Dollars or KrisFlyer miles?
Yes, you may do a one-time conversion of your Smiles Points to Asia Miles™, Citi Dollars or KrisFlyer miles as long as you are also a member of any of these programmes. You may also check with our Smiles Customer Service Hotline or our website at www.EssoSmiles.com.sg for more information on our automatic conversion services for conversion of Smiles Points to Asia Miles™ or KrisFlyer miles.

The current conversion rate is as follows:

Card Replacement and Member Information Update

My Smiles Card is damaged / stolen / lost, what should I do?
If you have misplaced your Smiles Card, please make a report to the Smiles Customer Service Hotline at 1800-300-8888 during normal operating hours to prevent anyone from pilfering your Smiles Points. Upon receiving your report of a stolen or lost card, we will block the card immediately from being used. You may get a new Smiles Card at any Esso service stations to replace a lost or damaged Smiles Card, please complete and submit the hardcopy Smiles Customer Request Form, also available at all Esso service stations or online Smiles Customer Request Form available at www.EssoSmiles.com.sg to transfer the Smiles Points in your lost/damaged Smiles card to your new Smiles Card.

How do I inform you of my change of address or any other personal particulars?
Simply complete and submit a hardcopy Smiles Customer Request Form available at your nearest Esso service station, fax the form to us at 1800-300-3333 or visit the Esso Smiles website (www.EssoSmiles.com.sg) to update your Smiles account particulars. Please allow for 3 to 4 weeks for us to update the information in our system.

Smiles Driver Rewards Guide

I was saving my Smiles Points for a reward in the previous Smiles Driver Rewards Guide but it is not available in the new Guide, can I still redeem it? And why did you remove the reward?
If a particular reward had been featured in an earlier Rewards Guide but is not available in the current Guide, it is no longer available for redemption. Based on customer feedback, we continually review the list of rewards featured. Some of the rewards removed may also be items that are no longer offered by the retailer and we’ve hence replaced them with other rewards.

What I can use my $5 Instant Mart Redemption for?
The $5 Instant Mart Redemption may only be utilised at FairPrice Xpress or Cheers by FairPrice stores at any Esso service station. You may use the $5 Instant Mart Redemption to pay for your in-store purchases at any Esso service station. The minimum redemption is $5 using 250 Smiles Points. Every subsequent $1 may be redeemed at 50 Smiles Points, and you may pay for the balance with cash. No physical voucher will be issued for the $5 Instant Mart Redemption.

I am a Speedpass holder, how do I check my Smiles Points balance?
You may check your Smiles Points balance with your Speedpass key tag at any Esso service station. Simply ask the cashier to activate the Speedpass keytag reader. Once it is activated, place your Speedpass key tag on the Speedpass reader and the reader will display your total Smiles Points balance.

Alternatively, you may check your Smiles Points balance at the bottom of your latest transaction receipt. You may press “Receipt” when making fuel purchase with your Speedpass key tag.