Frequently Asked Questions
If you have questions about PNC points and how it works, you'll find the answers here.

How PNC points Works
  • What is PNC points?
    It is a rewards program that enables you to earn points for purchases with your PNC points Visa card.
    You can use those points for amazing travel experiences, must-have electronics and gadgets, cash, gift cards to name-brand restaurants and retailers, digital rewards and more!
  • Is there a fee to participate in PNC points?
    No, there is no fee for participating in the program.
Eligibility
  • What are the eligibility rules for PNC points?
    PNC points Visa and PNC Flex® Visa credit cards are auto-enrolled in PNC points. PNC CashBuilder® Visa credit cards are not eligible to enroll in PNC points at this time. Please refer to the Terms and Conditions for more details.
Earn Points
  • How do I earn points?
    You shop. You earn points.

    • Earn points for making purchases with your PNC points Visa® or PNC Flex Visa® credit cards**

    • Also, earn points when you activate and redeem your PNC Purchase Payback offers on the Rewards Center page in Online Banking

    • Link your eligible personal and business credit cards into one points account and watch your points accumulate even faster!

    **PNC points Visa and PNC Flex Visa credit cards are auto-enrolled in PNC points. PNC CashBuilder® Visa credit cards are not eligible to enroll in PNC points at this time.

    Please refer to the Terms and Conditions for more details.
  • How do I earn points?
    You shop. You earn points.

    • Earn points for making purchases with your PNC points Visa® or PNC Flex Visa credit cards**

    • Earn points when you activate and redeem your PNC Purchase Payback offers on the Rewards Center page in Online Banking or in the PNC Mobile Banking app.

    • Link your eligible personal and business credit cards into one points account and watch your points accumulate even faster!

    **PNC points Visa and PNC Flex Visa credit cards are auto-enrolled in PNC points. PNC CashBuilder® Visa credit cards are not eligible to enroll in PNC points at this time.

    Please refer to the Terms and Conditions for more details.
  • How do I find my point balance?
    You can find your PNC points account information on your Rewards Center page in PNC Online Banking or the PNC Mobile Banking app.
  • How do I find my points balance?
    Your points balance will be displayed at the top of every page. You can also review your points balance in the "My Account" section of the program website or access your PNC points account information by visiting the Rewards Center page in Online Banking or Mobile Banking app. Your points balance is also printed on your monthly credit card statement.
  • How quickly will points be credited to my rewards program account?
    Points for purchases will generally be posted to your PNC points account within 90 days.
  • In my transaction history, I see the words "Original Purchase." What does that mean?
    Original Purchase means this is an item you have purchased that earns points in your PNC points account.
  • In my transaction history, I see the words "Original Credit (Return)." What does that mean?
    Original Credit (Return) indicates you made a qualifying purchase that you later returned. The points you earned when you purchased the item are subtracted from your PNC points account balance when your return of the item posts to your account.
  • I tried to make a purchase with my PNC points Visa or PNC Flex Visa credit card and it was declined.
    PNC determines whether your card will be accepted when you use it to make a purchase, and your participation in PNC points does not affect card acceptance. Contact us at the number shown on your monthly statement about your card being declined.
  • I tried to make a purchase with my PNC points Visa or PNC Flex Visa credit card and it was declined.
    PNC determines whether your card will be accepted when you use it to make a purchase, and your participation in PNC points does not affect card acceptance. Contact us at the number shown on your monthly statement about your card being declined.
  • I've noticed a discrepancy in my PNC points Visa or PNC Flex Visa credit card account transactions and points earned.
    It may take up to 90 days for some of your points earned from certain purchases to be posted to your PNC points account. This discrepancy may also occur if some of your Visa purchases were not purchases.
  • Is it possible to have a negative points balance?
    Yes. Returns, credits or charge backs on your PNC points Visa or PNC Flex Visa credit card account will be posted to your PNC points account as negative points. This may cause a negative points balance in your PNC points account until you earn additional points to bring your balance above zero.
  • Do my points ever expire?
    Unredeemed points expire at the end of the 48th month after the month in which they were posted to your PNC points account. Since you may not be provided with notice of expiration of points, you should check your PNC points account periodically to monitor your points.
  • Why were my points forfeited? How can I get them back?
    You will forfeit all of your points in your PNC points account if your underlying PNC points Visa or PNC Flex Visa credit card is closed by you or us for any reason, or your participation in PNC points is terminated by you or us for any reason.
    Once the points are forfeited, you cannot get them back, even if your underlying PNC points Visa or PNC Flex Visa credit card is reinstated or you re-enroll in PNC points. You will not be provided any notice of forfeiture of points in your PNC points account.
Use Points
  • How do I use my points?
    You can use your program points for rewards either online, or by phone at 1-855-PNC-RWDS (1-888-762-7646). Using points for rewards is similar to shopping online – you just use points to "pay" for your reward. Just select the reward you'd like, place it in your online shopping cart and follow the easy instructions to finalize your order.
  • How do I use my points?
    You can use your points for rewards either online, or by phone at 1-855-762-7937 (1-855-PNC-RWDS). Using points for rewards is similar to shopping online – you just use points to "pay" for your reward. Just select the reward you'd like, place it in your online shopping cart and follow the easy instructions to finalize your order. If you use the telephone system to redeem your points, you'll need to know the reward number (available in the catalog) to complete your order.
  • When can I start using points?
    You can start redeeming the points accrued to your PNC points account as soon as they are posted to your account.
  • How can I earn rewards faster?
    Make sure you sign for your purchases when you make purchases at the point of sale with your PNC Points Visa card. If you are shopping online, always choose your enrolled Visa card as your payment method to earn points for purchases.
    You can also earn points when you activate and redeem your PNC Purchase Payback offers on the Rewards Center page in Online Banking or Mobile Banking app.
  • How long does it take to receive a reward?
    Generally, rewards will be sent to you within four weeks of placing your rewards order.
    Digital rewards will be available as soon as you have entered the redemption PIN code on the merchant's website and any other confirmation information required by the merchant.
  • Is the cash value award a statement credit or an actual gift card?
    The cash value award available in the catalog is a statement credit to the Visa card. If you have not received your cash value award within two billing cycles or have additional questions about the cash value award, please contact us. You can also redeem your points for cash directly from the Rewards Center in PNC Online Banking.
  • Do reward certificates/gift cards expire?
    Expiration dates vary depending on the merchant, so please refer to the certificate/gift card usage terms provided in the catalog or on or with the certificate/gift card you receive.
  • Can rewards lost or stolen be replaced?
    No, we cannot replace lost or stolen rewards.
  • Can rewards be shipped to foreign countries?
    PNC points only ships rewards within the United States and to APO/FPO addresses. Rewards are not shipped to U.S. territories such as American Samoa, Guam, Mariana Islands, Puerto Rico and the U.S. Virgin Islands.
  • Can I send rewards to an address other than my billing address?
    Yes, in most cases, you can enter the recipient address in the shipping area when you are ready to check out. Rewards cannot be shipped to an address outside the United States that is not an APO/FPO address or to U.S. territories such as American Samoa, Guam, Mariana Islands, Puerto Rico or the U.S. Virgin Islands. If you have selected the cash value award, you cannot send the award to another recipient, since the award is processed as a statement credit to the PNC Points Visa card that was used to log in and place the award order.
  • Will I be charged any shipping and handling charges for merchandise and gift cards?
    No, we do not charge shipping or handling fees for standard delivery of merchandise and gift cards.
  • What happens if a reward I've ordered is out of stock?
    Although rare, occasionally rewards will be out of stock. You will be sent a back order notification by mail that will include an estimated ship date. Generally, your rewards order will be sent to you within four to six weeks of placing your rewards order, or shipped as soon as the reward is back in stock.
  • Can I return or exchange my reward?
    No, rewards cannot be returned or exchanged. However, merchandise rewards can be returned to us if they are damaged and you return them within 10 days of your receipt of the reward. Please contact us for return shipping instructions. Certificates/gift cards/digital rewards and other non-merchandise rewards cannot be returned or exchanged.
Link Cards
  • What is linking?
    Linking makes PNC points even more rewarding by offering you an opportunity to earn rewards faster. It works like this: when two or more PNC points Visa cards are "linked" to one points account, all linked cards earn points in one place for qualifying purchases – and that can help you earn rewards faster. Interested? Request to link your account now.
  • Why should I request linking?
    Linking is another way PNC points lets you benefit from the qualifying purchases you're already making. By "pooling" points in one PNC points account, you can redeem rewards more often. Linking is simple and, once established, requires no extra time or effort.
  • How do I link my Visa cards?
    You can submit a request for linking here. The first step to link cards is to enter the card number(s) (up to five per day) that you would like to link to your enrolled card. We will review your request and, if your request is approved, you will receive a confirmation message in your Messages Inbox on the program website. Additionally, you will be notified by email within 30 calendar days of the submission of your request if you have provided your email address in your Profile. Remember, all cards must be PNC points Visa cards. Please also note, once you have made a linking request (up to five cards per day), you must wait 24 hours before submitting another request to link or a request to unlink cards.
  • Can I link my business and personal accounts to accumulate points?
    Yes, business and personal accounts can be linked into one points account to earn rewards even faster.
  • What is a "primary" and "secondary" card?
    The "primary" card in a linked relationship is the card that requested the linking, unless otherwise determined by the issuer. Any cards linked to that "primary" card are all "secondary" cards. All linked cards earn points for qualifying purchases in the combined PNC points account. Only the primary cardholder is able to redeem all points in that account. By linking your card, only the primary cardholder is able to view the qualifying purchases, points, redemptions and other activity in the points account.
  • Who can earn and redeem points in a linked relationship?
    All cardholders that have been linked earn points in one PNC points account. Only the primary cardholder is able to redeem all points in that account. Secondary cardholders cannot redeem points.
  • What happens to the points earned when cards are linked?
    All cards in a linked relationship have the points earned from qualifying purchases combined into one PNC points account.
  • I requested a link, but it didn't happen. Why?
    You may link any eligible card that belongs to your household. Generally, we may consider a card as belonging to your household and eligible to link if: Either the name or address matches the name or address associated with your PNC points account; or you and the other cardholder are both signers on any PNC checking account, savings account, or CD. We will decide whether any card is part of your household and eligible to link to your PNC points account. Each card, whether it belongs to you or to your household, may be linked to only one PNC points account.
    If we decline your requested linking, you will see a message in your Messages Inbox on this website when you access your PNC points account informing you that your requested linking has not been approved. An email will also be sent if you have provided an email address in your Profile.
  • How do I "unlink" my cards?
    To unlink cards, click here.
  • How many cards can I unlink?
    You may submit a request to unlink up to five cards each day. Please note, once you have made a request to unlink, you must wait 24 hours before submitting another request to unlink or a request to link cards.
  • What happens to the points when cards are unlinked?
    It depends. Any unused points may go with the unlinked card, may stay in the linked account and be used by the linked relationship cards, or may be allocated to the primary cardholder's points account. Any points earned by each card after it is unlinked will earn points in its own PNC points account.
  • Can I re-link cards after I make a request to unlink them?
    You may only re-link cards after the initial request to unlink has been processed. Please note, once you have made a request to unlink cards, you may have to wait up to 30 days for the initial unlinking request to be processed. To re-link cards, click here.
  • What happens to my existing linking arrangement when I receive a replacement Visa card?
    Your existing linking relationship will remain intact.
  • What happens to points that are already in a PNC points account that is linked as a secondary card?
    When a secondary card is linked, the points that were previously in the PNC points account of the secondary cardholder become pooled with the points with other cards in the linked relationship.
  • Do all cards have to be issued in the same name in order to be linked?
    You may link any eligible card that belongs to your household. Generally, we may consider a card as belonging to your household and eligible to link if: Either the name or address matches the name or address associated with your PNC points account; or you and the other cardholder are both signers on any PNC checking account, savings account, or CD.
  • Can the primary card submit a linking request for secondary cards that are not yet enrolled in PNC points?
    Yes. If the link request is approved, we will enroll the secondary card. To link a card, please click here .
  • Can my issuer link my Visa card to another Visa card without receiving a request from me for linking?
    At this time, PNC will not link your Visa card to another Visa card without receiving a request from you.
Account Activity
Favorites
  • What are Favorites?
    Rewards that you are interested in redeeming for in the future can be added to and saved in your favorites. Rewards can be added and removed from Favorites at any time – up to a maximum of 25 rewards at one time.
  • How can I access my Favorites?
    Your Favorites can be found by clicking the "Favorites" link on the PNC points Home Page after logging in to the website. Rewards can be added to the Favorites by clicking the button labeled "Add to Favorites" on the reward detail page; a maximum of 25 rewards can be kept in your Favorites at any one time.
  • What happens if a reward on my Favorites is no longer available?
    If a reward on your Favorites is discontinued or substituted, the reward will be automatically removed from your Favorites. A message will be sent to you, which will appear in your Messages Inbox on the "My Account" section of the PNC points website, letting you know this has occurred.
  • What can I do with the Favorites?
    Rewards that cardholders are interested in redeeming for in the future can be added and saved in the Favorites. Cardholders can also redeem rewards from Favorites by clicking the Add to Cart button. Rewards can be added and removed from Favorites at any time – up to a maximum of 25 rewards at one time.
  • How do I use Favorites?
    Rewards can be added to your Favorites by clicking the heart icon near the redemption item.
Digital & eGift Cards
  • What are digital rewards?
    Digital rewards are virtual goods and services; for example, electronic books or subscriptions to movie services that are delivered directly from merchants to you online.
  • Where are digital rewards located on the website?
    Please click here to browse digital rewards.
  • How are digital rewards redeemed?
    Digital rewards can be redeemed online through the PNC points website or you can contact us. Once you have placed your order, you will then receive an email confirming your order and a second email with a PIN code and redemption instructions. These emails will be sent to the email address you provided when placing the redemption order. A copy of these emails also will be available in your Messages Inbox in your PNC points Account Profile.
  • How are digital rewards redeemed?
    Digital rewards can be redeemed online through the PNC points website or you can contact us. Once you have placed your order, you will then receive an email confirming your order and a second email with a PIN code and redemption instructions. These emails will be sent to the email address you provided when placing the redemption order.
  • How are digital rewards fulfilled?
    You will receive an email directing you to the merchant's website where you will be prompted to enter the PIN code you received by email to redeem the digital reward and provide any other information required by the applicable merchant providing the digital reward.
  • How are digital rewards delivered?
    You will receive an email directing you to the merchant's website where you will be prompted to enter the PIN code you received by email to redeem the digital reward and provide any other information required by the applicable merchant providing the digital reward.
  • Where can I find the PIN and redemption instructions I will need to fulfill my digital reward?
    You will receive an order confirmation email notifying you that your rewards order is complete. A second email will be sent for digital reward orders, and will contain the PIN code and redemption instructions. Both emails will be delivered to the email address you provided during the redemption order process, and a copy of these emails also will be saved in your Messages Inbox in your PNC points Account Profile.
  • When will my digital rewards be delivered?
    As soon as you have entered the redemption PIN code on the merchant's website and any other confirmation information required by the merchant, the digital reward will be available.
  • What happens if I lose my redemption PIN code?
    If you lose the email with the redemption instructions and associated PIN code, check your Messages Inbox in your rewards program Account Profile for a copy of the email or contact us.
  • What happens if my redemption PIN code is stolen?
    Please contact us immediately if your redemption PIN code is lost or stolen.
  • What happens if my redemption PIN code does not work?
    If the redemption PIN code provided does not work, please contact us.
  • Can digital rewards be returned or exchanged?
    No, digital rewards cannot be returned or exchanged.
  • eGift Cards
    • What are eGift Cards?
      eGift Cards are dollar value gift cards that you can use online or at a merchant’s physical location. eGift Cards are available to you online only through a link sent in your redemption email.
    • Where are eGift Cards located on the website?
      Please click here to browse eGift Cards.
    • How are eGift Cards redeemed?
      eGift Cards can be redeemed online through the program website or you can contact us. Once you have placed your order, you will then receive an email confirming your order and a second email with a PIN, gift code and redemption instructions. These emails will be sent to the email address you provided when placing the redemption order.

      A copy of these emails also will be available in your Messages Inbox in your rewards program Account Profile.
    • How are eGift Cards fulfilled?
      You will receive an email directing you to the website where you will be able to view and print the eGift Card. You can redeem your eGift Card on the merchant’s website, or, alternatively, you can print the eGift Card and redeem at the merchants physical location.
    • Do I need a special printer to print the eGift Card?
      No, most standard office and household printers are equipped to print eGift Cards and you do not need to print in color. The most important thing is that the numbers on the eGift Card are clear. If it is not, you may need to install a new ink cartridge.
    • Can eGift Cards be sent to a mobile phone?
      Some eGift Cards have the option to be sent to a mobile phone. If this is available for your selected eGift Card you will see the instructions on the eGift Card web page. Additional merchant Terms and Conditions for use of eGift Cards on mobile devices may apply.
    • Does the eGift Card expire?
      Please read the Terms and Conditions found on your eGift Card for specific information regarding expiration.
    • Where can I find the PIN, gift code and redemption instructions I will need to use my eGift Card?
      You will receive an order confirmation email notifying you that your rewards order is complete. A second email will be sent for eGift Card orders, and will contain redemption instructions. You will be provided a link in the Redemption Instruction email that will allow you to retrieve and print your eGift Card.

      Both emails will be delivered to the email address you provided during the redemption order process, and a copy of these emails also will be saved in your Messages Inbox in your rewards program Account Profile.
    • What if I don’t use the full dollar value of the eGift Card?
      If you use less than the full dollar value of the eGift Card the remaining balance will remain on the eGift Card for future use. To check your available balance, follow the directions on your eGift Card or go to the merchant’s website. Please read the merchant Terms and Conditions for additional information.
    • What happens if I lose my redemption PIN and gift code?
      Your eGift Card has cash value and should be safeguarded as such. You may want to print a copy and also save the redemption email in a separate folder on your computer.

      If you do lose the email with the redemption instructions and associated PIN and gift code, you can also check your Messages Inbox in your rewards program Account Profile for a copy of the email or contact us.
    • What happens if my redemption PIN and gift code are stolen?
      Please contact us immediately if your redemption PIN and gift code is lost or stolen.
    • What happens if my redemption PIN and gift code do not work?
      If the redemption PIN and gift code provided does not work, please contact us.
    • Can eGift Cards be returned or exchanged?
      No, eGift Card rewards cannot be returned or exchanged.
Rewards
Canceling Program Participation
Communications
  • How can I get Rewards emails?
    You can sign up to receive Rewards emails from us. These emails contain key program information, hints on how to earn more and highlight featured redemption options.
    PNC reserves the right to cancel this email program at any time for any reason.
  • How will you use my email address?
    We may email you information about any changes in your PNC points account, including profile updates and redemption requests.
  • What if I prefer not to receive any emails?
    You can choose not to receive any electronic communications from us. Go to Communications, and you can update your preferences.
  • What if I would like to receive updates to my terms and conditions and other program disclosures by email?
    You can indicate your PNC points program disclosure preference to receive future updates to your program terms and conditions and certain other disclosures by email from PNC points. If you did not indicate your preference to receive these and you decide you would like to receive these terms and conditions by email, go to Communications, and you can change your preference.
  • How do I know if my email address has been confirmed?
    If your email address is not already confirmed, you will see an Email Address Confirmation Required message on the Welcome page that will include a link to resend the confirmation email. If you do not see an Email Address Confirmation Required message, your email address has been confirmed and you do not need to take any further action.
Security and Data Use
  • Is redeeming points online secure?
    We highly value our cardholders' security and have made points redemption on the PNC points website extremely safe. Please read privacy policy for more information.
  • What are cookies and does the PNC points 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 points program use of cookies.
  • How do I know the emails I get from PNC points are legitimate?
    PNC points will send you emails for your PNC points account that will include PNC Rewards in the sender's name. We will NEVER ask you for personal information or to verify anything about your PNC points Visa or PNC Flex Visa credit card account by email. Requests like these are often scams and PNC and Visa take great care to avoid sending any email that could be confused with these scams. If you receive an email purporting to be from PNC that you believe is not legitimate, please forward it to abuse@pnc.com.
  • Why do I need to set up security questions?
    Security questions are another way to verify who you are. For example, security questions allow you to change sensitive profile information such as your PNC points Username or password without having to contact us.
  • 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.
General Travel Information
  • Can I book directly with an airline or any other travel supplier?
    No. Your PNC points travel redemptions can be used only for bookings made directly through the PNC points travel website or by contacting us.
  • May I redeem my points 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, Spa, 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, Spa, 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 points?
    Yes. As you go through the redemption process you will be offered the opportunity to pay your redemption fee using points, as applicable.
  • Can I use my points for someone else to travel?
    Yes. The PNC points 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 points 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 points 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 points 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 points 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 points 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 points to/from an airline, hotel or car rental frequent traveler program?
    No. You may not transfer points from PNC points to another reward program or combine points from PNC points with points from another rewards program.
  • Can I earn frequent flyer miles or frequent traveler miles for my PNC points reward redemption?
    Depending on the travel provider, you might accrue additional points in their program as a result of your PNC points 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 points reinstated or obtain a refund?
    No, once redeemed, points for canceled reservations may not be reinstated to your points 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" (points and dollars)?
    Where available, the PNC points "split pay" feature allows you to redeem your travel reward with a combination of points and a debit, credit or prepaid card payment. You are required to use the minimum number of points, as specified by PNC points and, once the minimum point requirement has been met, the remaining cost of the travel reward can be paid for either with additional points or with a credit, debit or prepaid card payment. The travel reward can also be redeemed in full using only points.
  • Can I use a card other than the card I have enrolled in PNC points for "split pay" (points 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 points to upgrade?
    Unfortunately, no, your points 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 points 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
Car Rentals - Certificates
  • Why should I consider a car rental certificate?
    Car rental certificates offer flexibility. They are not name or date specific, so you can order a certificate now and use it as you wish, prior to the expiration date. Car rental certificates also make great gifts for any occasion.
  • What costs of the rental are covered by the car certificate?
    Car certificates are prorated against the base rate of the entire rental period, which does not include taxes (including GST), government-authorized or imposed surcharges, fuel, license recoupment/air recovery and concession recoupment fees or optional items.
  • How will I receive the car certificate I have redeemed points for?
    The Alamo and National certificates have value attached and the original document and must be presented at the time you rent your car. The original reward paper certificate will be shipped to your cardholder billing address or the address you provided after redemption, and will include complete reservation instructions. To ensure proper delivery, your certificate will be delivered by U.S. Postal Service Priority Mail. There is no additional charge to you for this traceable service.

    Hertz rewards are electronic certificates delivered online, therefore a current, valid email address is required for PNC points 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 are the certificate booking procedures?
    Reservations must be confirmed in advance, using the specific certificate code provided. Please review the product terms and conditions online during the order process or contact us for assistance.
  • Will I be able to use the car certificate as "partial payment" on a longer reservation?
    Yes, when you confirm the availability of the certificate for the number of days covered by the certificate, you may pay the difference with the rental car company for a longer reservation.
  • May I combine multiple certificates in the same rental period?
    Some Alamo and National certificates may be combined. Please visit the Car Rewards section of the PNC points website for all details. Certificates become void once redeemed.
  • If I don't have enough points for a car certificate, may I redeem the points I have and pay the difference?
    No, you must have the required number of points needed to order the desired reward prior to requesting the reward certificate.
  • Can I pay for an upgrade when using my car certificate?
    The certificates apply to the car types described on the certificate. Upgrades are not permitted.
  • Are all rental locations available?
    Airport locations are the primary locations that participate in the program. Please refer to the terms and conditions for the specific certificate you want to use to determine what locations are offered.
  • How long before the rental date should I redeem my points for a car certificate?
    Delivery takes a minimum of 2 business days for Alamo and National car certificates. Orders must be received by 3:00pm ET Monday-Friday to be processed for expedited delivery.
    Any expedited delivery orders received after 3:00pm ET or on Saturday or Sunday will be processed the following business day. All U.S. Postal Service Priority Mail Orders received are processed the following business day (M-F) for delivery.
  • Can my car rental certificate(s) be replaced if lost, destroyed or stolen?
    Unfortunately, no. Once issued, certificates hold their value and can be used by anyone. For this reason, all paper certificates are delivered via traceable USPS Priority Mail at no additional charge to you. If you need to replace lost or damaged certificates, a new order, along with full payment is required.
  • What other terms and conditions may apply to my car rental?
    Car rental certificates are subject to the standard Rental Policies as shown on www.Alamo.com, www.NationalCar.com, or www.Hertz.com. A valid driver’s license and credit card in the driver’s name will be required at the time of the rental.
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.
  • What hotels participate in the program?
    More than 70,000 hotels worldwide, but search results will vary depending on current availability for the exact market, dates and room occupancy you selected.
  • If I don't have enough points, can I make a partial redemption and pay the difference?
    Yes, using our "split pay" feature. Each travel reward requires a minimum number of points. Once you have enough points for the minimum redemption, you may pay the difference using your debit, credit or prepaid card.
  • What is "split pay" (use points and dollars)?
    The PNC points "split pay" feature allows you to redeem your travel reward with a combination of points and a debit, credit or prepaid card payment. You are required to use the minimum number of points, as specified by PNC points and, once the minimum point requirement has been met, the remaining cost of the travel reward can be paid for either with additional points or with a credit, debit or prepaid card payment. The travel reward can also be redeemed in full using only points.
  • Can I use a card other than the card I have participating in PNC points?
    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 PNC points 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 point 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.
Hotels - Certificates
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 points for payment. Personal Vacation Planners are available to research the cruise of your choice, check availability, make your booking and apply your points 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 points, can I make a partial redemption and pay the difference?
    Yes, using our "split pay" feature. Each travel reward requires a minimum number of points. Once you have enough points for the minimum point 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 points.
    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 points. 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 points. 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 points. 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. Points 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 points or your PNC points 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 points 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 points, can I make a partial redemption and pay the difference?
    Yes, using our "split pay" feature. Each travel reward requires a minimum number of points. Once you have enough points 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 points or your PNC points card or another credit, debit or prepaid card.
Experiences - Sporting & Special Events
Experiences - Goodwill Travel
  • What is Goodwill Travel?
    Goodwill 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 and making a difference.
  • What are the age/medical restrictions on the tours?
    To travel independently you must be at least 18 years of age. Children must be a minimum of 12 years old and accompanied by an adult 21 years or older on any of our Goodwill Travel tours. 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 points may be required for single occupants. 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 points, can I make a partial redemption and pay the difference?
    Yes, using our "split pay" feature. Each reward requires a minimum number of points. Once you have enough points 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 Goodwill 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 points or your PNC points card or another credit, debit or prepaid card.
Experiences - Spa Packages
  • What does a Spa reward certificate entail?
    Most of our Spa rewards are usually equivalent to a one-hour spa treatment depending on the treatments, location and package you select. While most Spa rewards are available nationwide, before submitting your order, we recommend you refer to the specific reward's complete terms and conditions and Reservation Information sections for instructions on how to verify that your desired Spa reward is applicable toward the destination of your choice, or contact us for more information.
  • Where can I use a Spa reward certificate?
    Spa reward certificates may not be applicable in every location. Before submitting your order, we recommend you refer to the specific reward's complete terms and conditions and Reservation Information sections for instructions on how to verify that your desired Spa reward certificate is applicable toward the destination of your choice, or contact us for more information.
  • Do the Spa certificates expire or lose value over time?
    No. Our Spa certificates do not expire, but they are subject to availability so be sure to reserve your experience in advance to avoid any conflicts.
  • Can the Spa certificates be used more than once?
    Spa certificates are for one-time use only. If the value of the certificate/card exceeds the cost of services, the spa may issue a store credit for the balance.
  • Can refunds be issued for Spa certificates?
    All Spa certificates are non-refundable.
  • Can the Spa certificate be used for gratuities?
    Please check with the individual spa at the time you make a reservation, as this is a decision that is made by each individual spa at its own discretion.
  • Do I need to make my Spa appointment in advance?
    At least two-week advance notice is required for all Spa appointments. Once your appointment is made, you will receive a Booking Confirmation Number. You must present this number to the spa on the date of your treatment.
  • How will I receive my Spa certificate?
    The original reward paper certificate will be shipped to your cardholder billing address or the address you provided at the time of redemption, and will include complete reservation instructions.
Experiences - Theme Parks
Customer Service
  • What happens if my card is lost or stolen?
    If your card is lost or stolen, contact PNC at 1-855-762-7937 (1-855-PNC-RWDS). If PNC provides you with a replacement card, you will not lose the points in your PNC points account and you will continue to earn points, even if that replacement card has a different card number.
  • How can I get additional information about PNC points?
    For more information about PNC points, please refer to the Help section's Frequently Asked Questions of this website and to the PNC points terms and conditions.
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Types of qualifying purchases.
"Qualifying Purchases" consist of the following types of purchases, made with a Visa credit card enrolled in PNC points and processed or submitted through the Visa U.S.A. Inc. payment system:
  • Purchases you sign for (purchases using your PIN code do not earn points)
  • Internet purchases
  • Phone and mail order purchases
  • Bill payments
  • Contactless purchases (purchases made by holding your Visa card or other device up to a secure reader instead of swiping your card)
  • Small dollar purchases for which the merchant does not require you to sign
Certain exclusions apply.
Use your Visa card for in-store purchases.
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