Pular para o conteúdo principal
Amplie a tela
Miles&Smiles Assistance
Meet Miles&Smiles Assistance, a host of benefits to help make your life easier. From roadside assistance to home assistance, reservations to medical services, we're here to take care of the boring stuff, so you can get on with living life.
Roadside assistance
Home assistance
Medical service
Concierge services

ROAD ASSISTANCE SERVICES

Vehicle towing

In cases where a subscriber's vehicle is stranded as a result of an accident or break-down, AWP will cover the towing of the vehicle to the nearest service station up to three times a year. These three occasions are referred to collectively as the total cover. AWP is responsible only for towing the vehicle to the nearest service station.

Roadside repair service

If a subscriber's vehicle is stranded as a result of break-down, a roadside repair team will be dispatched from the nearest service station. The cost of replacement parts is not covered by the roadside repair service.

Yakıt bitmesi durumunda çekim hizmeti

If a subscriber's vehicle runs out of fuel, AWP will have the vehicle towed to the nearest fuel station free of charge.

Tire replacement service

If a tire on a subscriber's vehicle is damaged or explodes during a journey, AWP will dispatch a roadside team to replace it, on the condition that a spare tire is available and that the subscriber requests this. If no tire is available or it is not possible to replace it roadside, the vehicle will be towed to the nearest tire center.

HOME ASSISTANCE SERVICES

Plumbing

In situations where an issue with a subscriber's domestic plumbing requires assistance, AWP will dispatch a plumber to the subscriber's address as long as the subscriber and plumber agree to this. All internal plumbing, from the water supply to the home to the clean water faucets, is covered.

AWP will cover the plumber's costs for travel, labor and parts up to a value of 250 TL per incident up to three times a year. Any work exceeding this will be carried out directly on the approval of the subscriber. If the subscriber does not approve these, only repairs up to a value of 250 TL will be carried out.

Exceptions

  • All types of faucets, fittings, siphon and reservoir inner set problems
  • Repair of any damage resulting from leaks or dampness inside the home (this includes any damage resulting from the unavoidable breakage or damaging of equipment or fittings in order to carry out repair work)
  • The replacement or repair of any electrical equipment, air-conditioning units, heaters, water heaters or sanitary equipment connected to water pipes
  • Plumbing issues within the building in which the subscriber's home is located or those belonging to third parties.

Electrical

In case an issue arises in the subscriber's electrical wiring and requires immediate attention (from the fuse box to the main power switch), AWP will dispatch a local electrician to the subscriber's address on the condition that the electrician and the subscriber agree and the subscriber approves this.

AWP will cover the electrician's costs for travel, labor and parts up to a value of 250 TL per incident up to three times a year. Any work exceeding this will be carried out directly on the approval of the subscriber. If the subscriber does not approve these, only repairs up to a value of 250 TL will be carried out.

Exceptions

  • Items connected to the electricity supply (lamps, sockets, fluorescent lamps, plugs, electric button, etc.)
  • Electrical devices, heaters, ventilation apparatus and appliances connected to the electricity supply (white goods, etc.)

Windows

In case any of the external windows of the subscriber's home are damaged, AWP will dispatch a glazier to the subscriber's address on the condition that the glazier and the subscriber agree and the subscriber approves this.

AWP will cover the glazier's costs for travel, labor and glass up to a value of 250 TL per incident up to three times a year. Any work exceeding this will be carried out directly on the approval of the subscriber. If the subscriber does not approve these, only repairs and materials with the limit will be provided.

Exceptions

  • All glass and windows within the home (doors, display cabinets, glass tables, mirrors) are excluded from the scope of this service.

Locksmith

In case a subscriber loses or forgets their key, or by accident or theft is unable to gain entry to their home, AWP will dispatch a locksmith and will cover travel and materials (lock barrel and lock rosette in case it is damaged or is damaged in the course of gaining entry to the subscriber's home) up to a value of 250 TL per incident up to three times a year.

Costs exceeding this limit will be covered by the subscriber on condition they provide approval.

Exceptions

  • Key-cutting and unnecessary lock changes are not covered by the materials cost
  • Additional lock changes and key-cutting can be requested from the locksmith dispatched to the subscriber's address on the condition that the subscriber covers the cost for these

Professional home services

If requested by the subscriber, AWP will organize the following services. The cost of these services will be covered by the subscriber.

  • Breaking, disposal and repair to areas damaged in order to repair pluming, sanitation installations or radiators
  • Breaking, disposal and resurfacing of kitchen or bathroom tiles
  • Works to do with electrical, telephone and computer cables
  • Repair or replacement, if required, of damaged steel, wooden, aluminum and PVC doors, windows, rolling shutters, railings etc.
  • All types of painting and insulation
  • Replacement of all kinds of broken glass
  • Plaster, concrete, screed and brick-briquette wall repairs
  • Sheetrock/plasterboard repair and renovation
  • Repair and replacement of all types of floor covering such as parquet, carpet flex, linoleum, etc.
  • Repair and renovation of woodwork such as floor-to-wall paneling, windows and doors
  • Repairs and renovation of elements such as doors, windows, shutters and shop shutters
  • Repair of all kinds of roof damage, or repair and maintenance of drains and gutters

Minor home repairs

If requested by the subscriber, AWP will organize the following minor home-repair services. Subscribers must call AWP to arrange an appointment for these services. Once the service has been approved by the subscriber, AWP will dispatch the service provider/workman to the subscriber’s address. The cost of these services will be covered by the subscriber.

Minor home-repair services are provided in Istanbul from 09:00 to 18:00 every day, excluding Sundays. Services are not provided on public or religious holidays.

Minor home-repair services

  • Assembly/disassembly of furniture, putting up/taking down of pictures, assembly/disassembly of picture frames, minor carpentry, minor repair works and similar services
  • Light bulb replacement; socket, switch and socket repair; chandelier installation; surface -mounted electrical assembly/disassembly and similar services
  • Cornice installation/dismantling; blind and roller blind assembly/disassembly; curtain fitting/removal and similar services
  • Drain unblocking; cistern assembly/disassembly; faucet replacement; toilet seat replacement; surface-mounted plumbing repairs and similar services
  • Internal door handle and window handle repairs; basic window insulation; glass-cutting for ventilation and similar services
  • Home cinema setup; servicing of white goods whose guarantee has expired; electrical equipment setup; aspirator setup and similar services
  • Moving of non-fixed furniture not requiring assembly; moving heavy items and similar services

Services will not be provided for goods whose guarantee becomes void if anyone other than authorized service personnel assemble/disassemble the product. AWP nor the service provider will take responsibility should this happen.

With regard to boilers, only a wall-hanging service will be provided (where this does not void the guarantee).

Even if the service requested by the subscriber over the telephone is regarded to be in the scope of minor home-repair, but upon inspection is deemed to be in the scope of structural services, the service provider will inform AWP. A new quote will be provided to the subscriber. The service will be provided upon the approval of the subscriber.

Ambulance service in emergency situations

In case a subscriber or a first degree relative is taken ill or injured and as a result an ambulance is requested, on approval from the subscriber, AWP will dispatch an ambulance from the nearest available medical center in the subscriber's area to take the subscriber or their relative to the nearest hospital.

In cases where the subscriber requires an ambulance, AWP will arrange an ambulance with the approval of a doctor, and will cover the costs incurred up to two times per year. Air ambulances are not included in the scope of this service. In case this is requested by the subscriber, this service can be organized for a fee.

Cases in which an ambulance will be provided

The 32 International Emergency Parameters are listed below. These have been defined by the World Health Organization (WHO). Provincial ambulances and private ambulance services operate in accordance with these 32 Emergency Situation Parameters.

  1. Any situation that causes loss of consciousness
  2. MI, arrhythmia, hypertension: Ongoing heart attacks, arrhythmia cases that require urgent treatment, blood pressure, cerebral hemorrhage, etc.
  3. Poisoning
  4. Severe general impairment: Impairments which pose a general danger to an individual's wellbeing such as old age, nutritional deficiency, inadequate care, prolonged severe illness etc.
  5. Traffic accident
  6. Sudden paralysis
  7. Migraine and/or headaches accompanied by vomiting or loss of consciousness
  8. Asthma attack, acute respiratory problems
  9. Fever: Fevers which can lead to convulsions or cardiac arrhythmias (body temperature up to 39.5 ° C and above), resulting from poisoning, infectious diseases, heatstroke, etc.
  10. Serious allergies, anaphylactic situations: Serious allergies that can lead to obstruction of the respiratory tract, cardiac arrhythmia or hypotension
  11. Acute abdominal pain: Situations which require emergency medical attention such as the inflammation, piercing, blocking, knotting, etc. of the hollow organs such as the stomach and intestine
  12. Fall from height
  13. Severe work accident, limb breakage
  14. Meningitis, encephalitis, brain abscess: Inflammatory, infectious diseases related to the membrane surrounding the brain and the brain itself, which can affect nervous system functions, and as a result, impair vital functions
  15. Electrocution
  16. Serious eye injury
  17. Wounds resulting from projectiles, stabbing, fighting, terror, sabotage, etc.
  18. Renal colic: Severe pain caused by kidney stones, which can lead to urinary tract or kidney damage if left untreated
  19. Acute psychotic situations: Neurological or psychological disturbances leading to extreme aggression
  20. Drowning
  21. Suicide attempts
  22. Hypothermia, frostbite
  23. Heatstroke
  24. Serious burns
  25. Newborn coma
  26. Labor (water breaking)
  27. Diabetic and uremic bleeding: Early clouding of consciousness to complete loss of consciousness (coma) caused by diabetes (diabetes) and kidney failure
  28. General impairment accompanied by kidney disease
  29. Acute massive hemorrhages: Internal or external bleeding generally caused by trauma and which are life-threatening
  30. Spine and lower extremity fractures: Leg fractures and all types of vertebral fractures leading to major external or internal bleeding
  31. Rape
  32. Decompression illness: Condition commonly known as the bends

Cover for each situation is up to 300 TL.

Interior design servicesi

If requested by the subscriber, AWP will dispatch the professional services team to provide interior design services such as home color schemes, accessories, home textiles, lighting and garden design. AWP will be responsible for taking requests and organizing these services, and the costs of these services will be covered by the subscriber. This service is available in Istanbul only.

Landscaping services

If requested by the subscriber, AWP will dispatch the professional services team to provide garden design services such as color schemes, accessories, textiles, lighting and garden design. AWP will be responsible for taking requests and organizing these services, and the costs of these services will be covered by the subscriber. This service is available in Istanbul only.

Newborn care

AWP will organize the services listed below for subscribers who have just become parents, and will dispatch a qualified expert to the subscriber's home. AWP will be responsible for organizing these services, and the costs of these services will be covered by the subscriber if used.

  • All types of medical services for newborns and mothers
  • Training in newborn care and nutrition for mothers
  • Phototherapy treatment for jaundice

Accommodation in event of home damage

In case subscribers who are currently outside their province of residence are unable to return home as a result of flood, fire or explosion and where repairs are assumed to last a significant period of time, AWP will cover the cost of three or four star accommodation for up to two nights for subscribers and their relatives. This service does not cover additional services such as telephone, mini bar, pay-per-view, tips, paid activities, water sports, dry cleaning, photography, casino, etc.

MEDICAL SERVICE DEFINITIONS

Medical information and advice

In case a subscriber requests medical advice over the phone, AWP doctors will analyze all medical information provided and will respond as soon as possible.

AWP accepts and undertakes to warn those who wish to benefit from this service that the advice service provided by its doctors is only to be considered advice, that it does not replace the role of a treating doctor, and that this service is intended to assist the subscriber in dialogue with their own doctor. In case of a medical emergency, medical advice will consist of giving advice on the emergency and directing the subscriber to emergency medical services.

Medication delivery

In case a prescription medicine urgently required by a subscriber is not available in their area, on the condition that a prescription has been issued and if AWP doctors confirm the urgency of the situation, AWP will organize the purchase and delivery of the medication. Delivery fees will be covered by AWP once per year. The cost of medication will be covered by the subscriber.

Emergency messaging

At the request of the subscriber, AWP will communicate urgent messages to relatives, friends and colleagues.

CONCIERGE SERVICES

Restaurant information and reservation service

AWP will provide advice and information regarding all types of restaurants upon the request of the subscriber and will make a reservation if requested.

Event information and reservation service

AWP will provide information on all types of cinema, concert, theater, museum, sports, musical, ballet and opera events in Turkey or in the destination to which the subscriber is traveling. Where possible, and on the condition that there are places or tickets available, and that these are paid for in advance by the subscriber, AWP will purchase tickets and deliver these to the subscriber. The delivery fee for Istanbul, Ankara, Bursa and Izmir will be covered by AWP. Delivery may be arranged free of charge three times per year. Once this limit has been reached, the subscriber may still benefit from this service on the condition that they cover the service fee.

Plane, bus, ferry and rail information and reservation service

As per the request of the subscriber, AWP will provide bus, train, etc. information, and will make reservations or changes to reservations as required. As per the request of the subscriber, AWP will make the required reservations, and on the condition that the ticket fare has been paid by the subscriber, the plane/bus/ferry/train ticket will be delivered to the subscriber. The delivery fee for Istanbul, Ankara, Bursa and Izmir will be covered by AWP up to three times per year. Once this limit has been reached, the subscriber may still benefit from this service on the condition that they cover the service fee.

Travel information line

The subscriber will be informed about the weather, road conditions, transportation facilities, exchange rates, currencies, taxes, banks, embassies, consulates, visa procedures, cultural activities and entertainment centers relating to the province in which they are located. Where possible, reservations can be made within Turkey. Visa applications can also be made by AWP on behalf of the subscriber if requested by the subscriber. Fees will be covered by the subscriber.

Hotel information and reservation

AWP will use domestic resources to provide the subscriber with hotel information, and will make reservations if required, and provide reservation details to the subscriber.

Book, CD and DVD delivery

This is a personal shopping service for the delivery of books, cassettes, CDs, VCDs and DVDs. The cost of items purchased and delivery will be covered by the subscriber.

Entertainment and hobby advice

AWP will provide information on special events, festivals, museums and other tourist events, and will research hobby clubs conducting activities such as cinema, acting, cooking, photography, dance, botanical, diving, sailing, horse riding, archery, extreme sports, golf, model aircraft etc., and will make any necessary arrangements if requested. This service consists of arrangement only and all costs will be covered by the subscriber.

Gift delivery

As per the request of the subscriber, AWP will purchase (on the condition the subscriber specifies the place and the item) presents and make any necessary arrangements. AWP is responsible for organizing this service. All costs relating to this service will be covered by the subscriber.

DISCOUNTED SERVICES

Flower delivery service

As per the request of the subscriber, AWP will make all necessary arrangements for flower delivery. AWP is responsible for organizing this service. All costs relating to this service will be covered by the subscriber. Subscribers will receive a 20% discount from Çiçek Sepeti.

Valet service

In case the subscriber is unable to drive as a result of illness, alcohol consumption or any other reason, AWP will arrange a valet service. This service will be offered at a 20% discount. This service is provided in Istanbul only.

Discount dry-cleaning service

AWP will take the subscribers request for dry cleaning services within normal working hours, and will connect the subscriber to the service provider directly via conference call, and will arrange the service. The subscriber will receive a 20% discount. The fee for the service will be covered by the subscriber. If outside normal working hours, the service will be arranged for the next business day at the latest. Depending on regional demand, dry cleaning requests must be made with no less than 24 hours' and no more than 48 hours' notice. Otherwise, AWP will not be held responsible for the service not being provided. The service includes the collection of clothing and items to be laundered by the service provider, and delivery of these once cleaned. This service will be provided by Dry Center, and will only be provided in provinces with Dry Center branches.

BUSINESS PACKAGE

Legal advice

If a subscriber requests information concerning a legal matter, the Company will provide legal advice by putting the subscriber in touch with a legal expert in the related field, within normal working hours (weekdays 09:00-18:00). No legal documents will be drawn up under the legal advice service, and legal action will not be undertaken on the subscriber's behalf.

Tax advice

Under this service, a Mondial consultant will provide information and advice over the telephone. Domestic legislative information and procedures, etc. relating to tax will be explained. This service consists of advice only. This service is provided during office hours (09:00-18:00) on weekdays.

Congress and fair information line

This service covers the announcement of fairs, congresses and events in areas of SME activity both domestically and abroad.

Incentive information line

AWP advisers will provide information and advice on investment and government incentives. Legislative information and procedures, etc. relating to incentives will be explained. This service consists of advice only. This service is provided during office hours (09:00-18:00) on weekdays.

Import and export advice line

This service covers the provision of information on subjects relating to import and export legislation.

Translation service

In case required by the subscriber, AWP will provide information on translation agencies and will arrange translation services. In addition, if requested by the subscriber, AWP will contact simultaneous interpreting service providers and will make the necessary arrangements to provide simultaneous translation services as required. AWP is responsible for organizing this service only. The fees for the service will be covered by the subscriber.

Information line

Information on transportation, hospitals and clinics, flight services and travel agencies, maritime businesses, yacht operators, catering companies, hotels and accommodation facilities, cultural centers, museums, weather, embassies and consulates, visas and telephone numbers is provided 24/7.

YACHT ASSISTANCE

Technical support

If a subscriber experiences technical issues with their vessel while traveling, AWP will provide the necessary information to the maintenance units and other related service providers at the port nearest to the subscriber's location. If requested by the subscriber, AWP will arrange for technical support to be dispatched to the vessel. The fees for the service will be covered by the subscriber.

Yacht cleaning and maintenance services

Within Turkey, AWP will provide information on all types of cleaning and vessel maintenance companies and cleaning goods suppliers near the port where the subscriber's vessel is moored, and if requested by the subscriber, will dispatch service providers.

SITUATIONS NOT COVERED

  • Loss or damage resulting directly or indirectly from states of emergency, martial law, terrorism, embargo, coup, war, invading foreign enemies, hostilities (whether war declared or not), civil war, riot, insurrection (military or local etc.), rebellion, military seizing of power or civil unrest 
  • Except in cases where caused by AWP, any damage or loss occurring to a property, and costs arising from this 
  • Damage intentionally caused by the subscriber in the home 
  • Ionizing emission or contamination by radioactivity resulting from the combustion of any nuclear fuel or material 
  • Damage cause by any explosive nuclear compound 
  • Damage resulting from force majeure (earthquake, fire, flood, lightning, nuclear threat, etc.) 
  • Extreme climatic conditions (service will be offered to the subscriber with the permission of the local authorities after improvement of climatic conditions) 
  • Vehicles and motorcycles with engines smaller than 125 cc 
  • Vehicles such as small buses, trucks, vans, construction machines, tankers, tractors, etc. weighing in excess of 3500 kg. 
  • Vehicles used for the transportation of high-value goods or individuals 
  • Vehicles specially designed for the carriage of goods such as animals and boats 
  • Problems occurring as a result of the wrong type of fuel being used 
  • Loss of vehicle keys, or leaving them inside the vehicle or trunk 
  • Damage resulting from a lack of maintenance 
  • Vehicle consumables and costs for road and bridge tolls 
  • Vehicle repair costs 
  • Fuel freezing 
  • Carriage of baggage 
  • Carriage or retrieval of wrecked vehicles 
  • Retrieval of vehicles whose remaining value is lower than the cost of retrieval 
  • Any event occurring before or after the contract's validity period 
  • Existing pathological, physiological or physical health conditions diagnosed by a physician prior to the date of subscription 
  • Any medical costs of whatever type 
  • Known pathological conditions which may pose danger to the subscriber when traveling 
  • Occupational therapies, spa treatments, stays at recovery and rehabilitation establishments 
  • Return of corpses already buried back to their area of residence 
  • Any hobbies, bets, matches, competitions, rallies or preparatory exercises for these relating to sports activities of any kind, and which may jeopardize the safety of the person or the events taking place as a result of their participation are excluded from this contract.