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
Just select your preferred channel and send us a message. We will do everything we can to respond quickly.

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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.

        Is the App free to download and use?

        Yes, there is no cost whatsoever to download and use the app.

        How will my personal data be used?

        Your personal data is required in order to update your points each time you use the app

        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 at www.redbydufry.com

        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

        What are the different levels of membership?

        There are 3 level of membership: Silver, Gold and Platinum. When you register for the first time you automatically reach Silver status. More detailed information on status and benefits for each location at www.redbydufry.com

        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 in the application

        Can I share my membership number with someone else?

        The name on the boarding pass and on the application registrated-name must be the same to benefit from the exclusive “RED by Dufry” offers

        How long can I keep my points?

        Your points are valid for a duration of 1 year from the date you register

        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 Apple App Store or Google Play Store (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

        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.

        Who is Dufry?

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

        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.

        Privacy of my personal information

        You can access the privacy policy within the app by going into your profile and selecting Help and Support.

        Access to Terms & Conditions

        You can access the terms and conditions within the app by going into your profile and selecting Help and Support.

        Where can I get discounts?

        The list of locations where you can get discounts is available on the website www.redbydufry.com

        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

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

        Within the app, go to your profile and select Help and Support

        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 and Apple App Store. You can redirect them directly to their relevant stores and search for RED by Dufry