The answers page
Here you can find answers to the most commonly asked questions about SMILE and SMILE.
If you cannot find the answer to your questions here, please don’t hesitate to use our customer service
Can I earn points for a ticket/a purchase if I forgot to log in or show the card?
We do not post-register points in SMILE. You will get points when you log in during your online booking, or if you show your physical card at the point of sale onboard or in the BorderShop. Please note that it is not technically possible to post-register points via the cashiers, so please remember to show you card before you pay.
GoGreenCard, Network Card or 10-trip cards – how to earn points?
When you purchase one of our pre-paid cards, you can register the purchase on your SMILE card. If you have an already purchased a pre-paid card, you can contact Customer Services to add the card to your SMILE account.SMILE@scandlines.com.
Can I only use SMILE points to upgrade to SMILE?
Yes. SMILE is available only via SMILE and points earned. It costs 5,000 points to upgrade to SMILE in 12 months.
Once you have accumulated 3,000 points, you can use them as payment when purchasing tickets throughout Scandlines and BorderShop directly via your SMILE card.
I’ve lost my card. What do I do?
Contact customer service here.
How much are the points worth?
Once you have accumulated 3,000 points, you can use your points as payment when you buy tickets, shop on board or in BorderShop. 1 point corresponds to 0.01 Danish kroner. 100 points are equivalent to 1 krone.
What do I get with SMILE that I don't get as an ordinary traveller?
Points on everything. Once you have accumulated 3,000 points, these points can be used as payment. You'll also get the most exclusive offers as well as access to tickets with special benefits and better conditions.
What does “activate you card” mean?
We need to know who you are and your email address in order for you to access your points. If you do not activate your card the points you have earned will be deleted within 4 weeks. There are three ways to activate your card:
• Online at scandlines.com/SMILE
• Via the SMILE terminal on board the ferry
• Via the SMILE terminal in the BorderShop
Do I get a special SMILE card when I upgrade from SMILE?
No. SMILE is available as an upgrade for 12 months. SMILE benefits are stored on your card automatically.
How do I earn points from ticket purchases?
You will earn points in our online booking when you login with your SMILE username (your e-mail address) and your password (sent to you in our welcome mail). If you have forgotten your password, you can always order a new one where you log in. Ticket purchases in the ports, can be registered at the cashier, if you remember to show your SMILE card.
What happens to my earned points when I upgrade to SMILE?
When upgrading from SMILE member to SMILE, we draw 5.000 points from your account.
Can I have a card sent to my home address?
It is no longer possible to have a card sent to your home address. You can get a SMILE card in a lane with manual service in the port or on board the ferry. You can also get a SMILE card in one of our BorderShops. Please note that you do not need a card in order to earn points for online ticket purchases - you just need to be registered in SMILE and log in with your username and password.