We support more than 10 million customers around the world, from 17 offices.

Question, comment or concern?
For any questions about your RED status, including your points, please contact our support team via email on : clientservice@dufry.com
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        Frequently Asked Questions

        Before reaching out, check out our most frequently asked questions to see if we have not already given the answer you might be looking for.

        RED Program

        How does it work?

        Points are accumulated each time you buy a product in any Dufry store located in one of the airports where the “RED by Dufry” programme is available.

        What are the different levels of membership?

        There are 3 levels of membership: Silver, Gold and Platinum. When you register for the first time you automatically reach Silver status and you stay Silver for life. Once you reach Gold and then Platinum, you stay 12 months at this status. Every purchase you make automatically extend your status for 12 more months.

        What are the benefits of being a Dufry RED member?

        A RED membership gives you access to a world of benefits including store discounts, access to VIP lounges, travel insurance, discount at hotels, restaurants, car rental, automobile rentals, etc. New benefits are added every week. Please check the app for terms and conditions attached to each benefits.

        Are the benefits available worldwide?

        Some benefits are available worldwide and some at country level. Check your benefits in the app.

        How long can I keep my points?

        Your points are valid for a duration of 1 year from the date you register. Every purchase you make automatically extend your status for 12 more months from the date of purchase.

        Who is Dufry?

        You can learn more about Dufry by clicking the following link: www.dufry.com/en

        In which countries is RED available?

        To find out in which countries RED is available, please check in the app.

        I want to tell a friend about the service, where do they find the app in the store?

        The RED app is available in the Google Play Store, Apple App Store, as well as in the following Chinese stores:

        1. Myapp (Tencent) : https://android.myapp.com/myapp/detail.htm?apkName=com.red.by.dufry
        2. 360 Mobile Assistant : http://zhushou.360.cn/detail/index/soft_id/4022030
        3. Baidu Mobile Assistant : https://shouji.baidu.com/software/25210038.html
        4. MIUI App Store (Xiaomi) : http://app.mi.com/details?id=com.red.by.dufry
        5. Oppo Store : http://www.applaunchconsole.com/storage/app_store/4i6B6nhvEqxktH9ojVIdAG0Y6cFuQOE59IwgEwR1.jpeg
        6. Meizu App Store : http://app.meizu.com/apps/public/detail?package_name=com.red.by.dufry
        7. PP Assistant : https://www.25pp.com/android/detail_7908240/
        8. SnapPea (Wandoujia) : https://www.wandoujia.com/apps/com.red.by.dufry
        9. Taobao App Store : http://www.applaunchconsole.com/storage/app_store/TUlrqE9DLQyo027m1O2BstrkwQTQyF9tKoslQZ2w.png

        You can redirect them directly to their relevant stores and search for RED by Dufry. Alternatively you can invite them directly via the red app, using the invite a friend functionality.

        How can I earn additional points?

        Points are accumulated each time you buy a product in any Dufry store located in one of the airports where the “RED by Dufry” programme is available. For each euro spent, you earn 5 points.

        Am I entitled to any gifts?

        Exclusive gifts for RED customers can be available at some locations depending on availability. Check your benefits in the app.

        I am unsatisfied with of one of the of the Dufry RED program partners’ services. What should I do?

        In accordance with the terms and condition accepted during registration, Dufry RED customers should contact the company rendering such services directly in case of any problem.

        I want to speak to customer services, how do I contact them?

        Please go to the http://www.redbydufry.com/contacts/ to access all contact details of our customer support teams

        RED by Dufry App

        Is the App free to download and use?

        Yes, there is no cost whatsoever to download and use the app. Some benefits require paiements which are directly managed by our partners.

        Can I remove the app from my phone?

        You can delete the app from your phone at any time.

        What benefits do I have access to when I use the app?

        Benefits available are detailed within the application. First select the airport you are travelling to/from; you will then have access to all discounts, offers and services available. More information can be found on www.redbydufry.com

        Where can I get discounts?

        The list of locations where discounts are available can be accessed on the RED by Dufry app available in Apple and Google stores. The list of locations can also be accessed via the mobile site: m.redbydufry.com. Please note that the loyalty discount cannot be applied to items that are already on promotion or subject to a discount, nor can it be combined with the Dufry employee digital discount card and any other Dufry promotional campaigns, such as VIP Voucher. The applicable discount may vary from one country to another.

        I have troubleshooting and problems with the app

        The new app requires ios 11 and later as well as Android 7.1 and later.

        My account

        I can't access my QR Code, what can I do?

        There are a few steps you can take:
        First close and open the application again
        If this does not solve the problem, turn your phone off and on again
        Third option – check in the Apple App Store or Google Play Store (depending on your device type) whether you have the latest version of the application available
        If none of the options work, please contact our customer support; the full list of customer support numbers and emails can be found on http://www.redbydufry.com/contacts/

        Why do I have to put my name when I register for RED?

        To receive your discounts and access all the benefits from the programme your First name and Last name have to match the First name and Last name displayed on your boarding pass. Our staff at the till will be checking that the names match.

        I can't log in to my account, what should I do?

        Please follow any of these steps, if none of them work, please contact our customer support:

        1. Close and re-open the application
        2. Turn your phone off and back on again
        3. Verify on the various app Stores (depending on your device type) that you have the latest version of the application

        Where can I see my status points?

        You can access your status points directly in your account in the application; your points are displayed next to your status. You can also check your points in your profile.

        Why haven't my points been credited to my account?

        It can take up to 7 days to credit your account with the points earned at the time of purchase. If your points are not credited past that period of time, please contact our customer support.

        I forgot my password

        If you forgot your password, click the “forgot your password” link on the registration page. You will then receive an email with instructions on how to retrieve your password. Please note you can change your password at any time in your profile.

        I have met the Gold Tier spend, but my app does not reflect this

        It can take up to 7 days for your status to be updated. If the issue still remains after 7 days, please contact the relevant customer support. For any questions about your RED status, including your points, please contact our support team via email on : clientservice@dufry.com

        I dont see my points updating in the app or in my profile, what should I do?

        For any questions about your RED status, including your points, please contact our support team via email on : clientservice@dufry.com

        Where can I find my Dufry RED number?

        When you login on the app, select my card in the menu.

        Do I need the Dufry RED card to take advantage of my benefits?

        In order to enjoy your Dufry store benefits, you need to show your QR code at the till.

        How do I purchase products as a RED customer?

        When you get to the till of one of the participating stores, show your QR code to get your benefits.

        I made a mistake when filling out my data on the RED registration form. What should I do?

        You can always update your information by accessing My profile section in the app. Should you have forgotten your password, you can request a new password directly from the registration page of the app. You can access the registration page via our website: www.redbydufry.com .

        Privacy

        How will my personal data be used?

        Your personal data is required in order to update your points each time you use the app, please refer to the privacy policy as well as terms and conditions and coockie policy for more information.

        Privacy of my personal information

        You can access the privacy policy within the app by going into My profile section and selecting the information required.

        Access to Terms & Conditions

        You can access the terms and conditions within the app by going into My profile section and selecting the information required.

        Can I remove my data from your database?

        For any questions about your account data, please contact our support team via email on : clientservice@dufry.com