Pilot Flying J Customer Service, Fuel, Rewards and Complaints

Pilot Flying J customer service can assist with fuel transactions, store experiences, Pilot app problems, rewards, mobile orders, showers, Prime Parking, gift cards and unresolved travel-center complaints. Pilot and Flying J locations serve motorists, RV travelers and professional drivers, so the correct support route depends on the location, transaction and service involved.

Choose the Correct Pilot Flying J Support Route

Issue	Recommended support route
Fuel purchase, receipt or pending charge	Start with the location where the transaction occurred. Use Guest Services if the store cannot resolve it.
Employee or store complaint	Ask for the manager on duty, then escalate to Guest Services with the store number and visit details.
Pilot app or account problem	Use the app’s Give Feedback option or contact Guest Services.
Missing rewards points	Open Transaction History in the app, select Request Points and upload the receipt.
Shower reservation or credit	Speak with the travel center immediately or use Guest Services for an unresolved account or credit problem.
Prime Parking reservation	Manage the reservation through the app or website, or call Guest Services.
Mobile food order	Speak with the pickup store while present. If you have left, contact Guest Services.
Pilot gift card	Call 1-888-230-1557.
Axle Fuel Card or fleet account	Use the assigned fleet specialist or call 1-865-474-4737.

Pilot Flying J Guest Services

The main Pilot Guest Services number is 1-877-866-7378. Pilot lists representatives as available from 8 a.m. to midnight Eastern Time, seven days a week.

Guest Services handles questions, billing concerns, feedback and problems involving a Pilot, Flying J or participating One9 experience. Customers can also use chat and the written form on the official Pilot contact page.

For a problem occurring at a travel center, begin with the location’s manager whenever practical. A local manager may be able to review a register transaction, inspect a pump, correct a food order, check a shower or examine a parking problem faster than a remote representative.

Information to Have Ready

• Pilot, Flying J or One9 store number and address
• Date and approximate time of the visit
• Receipt or mobile transaction record
• Pump, fuel lane, shower or parking-space number
• Fuel type, quantity and transaction amount
• Rewards account email or telephone number
• Mobile order or parking reservation number
• Photographs or screenshots relevant to the problem
• Names or descriptions of employees involved
• Previous case number and promised follow-up date
• The specific refund, adjustment or response requested

Do not publish complete credit-card, debit-card, fleet-card or gift-card numbers, security codes, passwords, wallet codes, driver’s-license information or vehicle-identification details in a public review.

Local Pilot and Flying J Store Complaints

Use the official location finder to obtain the store number, address, local telephone number, hours and available amenities. Individual pages may also list current fuel types, parking, showers, restaurants, EV charging and truck-care services.

1. Speak with the manager on duty and explain what happened.
2. Keep the receipt and note the store number, date and approximate time.
3. Photograph relevant conditions when it is safe and lawful to do so.
4. Ask how the manager intends to resolve the issue.
5. If the store does not resolve it, call Guest Services or submit the official form.
6. Request a case number and record the expected follow-up date.

Restaurant franchises located inside a travel center may have separate management. Start with the restaurant or travel-center manager and ask which company is responsible for the transaction.

Fuel Charges, Receipts and Pending Authorizations

For an incorrect fuel charge, duplicate transaction, wrong fuel grade, missing receipt or pump problem, keep the receipt and note the location, pump number, transaction time, fuel type and quantity.

A pay-at-the-pump transaction may create a temporary authorization that differs from the final fuel amount. The amount and release time can depend on the payment network, card issuer and account. Compare the pending entry with the completed charge before reporting it as a duplicate.

If the incorrect amount becomes a completed charge, contact the location and Pilot Guest Services. The card issuer may also need to investigate an unauthorized or unresolved transaction.

Customers signed into the Pilot app can review receipts and transaction history from the Account area. A mobile-fueling receipt may take a few minutes to appear after fueling is complete.

Pilot App and Account Help

The Pilot app supports location search, fuel prices, offers, rewards, mobile receipts, mobile fueling, mobile ordering, shower reservations and Prime Parking.

Common troubleshooting steps include:

• Update the app and restart the device.
• Confirm that location services are enabled if the app cannot identify a store.
• Verify that the correct account email and rewards number are being used.
• Check Transaction History for receipts and reward activity.
• Use the password-reset process if the password is unavailable.
• Use “Forgot your wallet code?” to request the security email and create a new four-digit wallet code.
• Use Give Feedback at the bottom of the Account tab for app or store feedback.

Pilot currently allows up to five credit, debit or fleet payment cards in the app wallet, in addition to gift cards, added funds and rewards points.

Missing Pilot Rewards Points

If points are missing from an eligible transaction, open the Account tab, select Transaction History, tap Request Points and upload the receipt. Pilot states that approved missing points are generally added within 24 business hours.

If the request tool does not work, call Guest Services at 1-877-866-7378. Have the store number, purchase date, fuel quantity, receipt and rewards account information ready.

PushForPoints and Professional-Driver Rewards

PushForPoints is Pilot’s commercial diesel rewards program for professional drivers. Under the current program:

• Drivers must activate the program each month.
• Qualifying commercial diesel purchases of at least 50 gallons can increase the earning level.
• Drivers generally begin at one point per gallon and can progress to four points per gallon after qualifying fills.
• Special promotions may provide different earning opportunities.
• Drivers who fuel 1,200 gallons during a month may unlock PushForPoints Elite for the following month.
• Elite status must be activated and maintained under the current program requirements.

Review the current program terms in the app because participating locations, eligible purchases, activation requirements and point rates can change.

Pilot Flying J Shower Help

Drivers can join a shower queue through the Pilot app, a driver kiosk or the register. The app can display the driver’s position in line and provide a notification when the shower is ready. Review Pilot’s official shower information for current details.

Pilot currently states:

• A qualifying commercial diesel purchase of at least 50 gallons earns one shower credit.
• A shower credit is valid for up to 10 days and covers one shower.
• Fueling 1,000 gallons during a month can activate Shower Power.
• Shower Power provides one free shower per day for the remainder of that month and the following month.
• A shower may also be purchased at the register with an accepted payment method or eligible rewards points.

If a reserved shower is unavailable, unclean or inaccessible, report the problem to the location immediately. For a missing credit or app problem, retain the qualifying fuel receipt and contact Guest Services.

Pilot Prime Parking Reservations

Prime Parking allows professional drivers to reserve participating truck-parking spaces. Search using the correct city, store number and date before paying.

• The Pilot app currently permits same-day and next-day reservations.
• The website permits reservations up to 30 days in advance.
• Reservations can be canceled through the app, website or Guest Services.
• Pilot states that a refund is available when the reservation is canceled before noon, based on the travel center’s local time, on the reservation date.
• Dropped trailers are not allowed in reserved parking spaces.
• After arriving, follow the location’s instructions for obtaining and displaying the parking confirmation or hang tag.

If a reserved space is occupied or unavailable, speak with the travel center immediately. Save the confirmation and photograph the affected space when it is safe to do so.

Mobile Food and Convenience Orders

Mobile ordering is available through the Pilot app and website at participating locations. Customers can choose an available pickup time and may check out as a guest, although account users can access eligible offers and saved preferences.

If an item is missing or the order is incorrect, speak with the store before leaving. If you have already left, call Guest Services. Pilot says customers are notified when an item is unavailable and should be charged only for the available items.

For food-safety concerns or suspected illness, retain the receipt, product packaging and details of what was consumed. Seek medical assistance when symptoms are severe or urgent.

In-Store Returns and Refunds

Pilot publishes a separate return and refund policy for travel-center purchases. Eligibility can depend on the merchandise, condition, receipt, payment method and applicable restrictions.

Bring the item and original receipt to the location where it was purchased whenever possible. Fuel, lottery, tobacco, alcohol, gift cards, food, personalized services and other restricted products may be handled differently from ordinary merchandise.

Ask whether an approved refund will return to the original payment method or another form of credit and retain the refund receipt until it posts.

Pilot Gift Card Support

Pilot gift-card support is available at 1-888-230-1557. The official gift-card page also provides tools to purchase, reload and check eligible cards.

• Pilot states that its gift cards do not expire or lose value.
• Gift cards can be used for eligible fuel, merchandise, showers and parking.
• Gift cards cannot be used to purchase lottery products.
• A lost or stolen card may be replaceable when the customer provides the original receipt.
• Some One9 dealer or licensee locations may not accept Pilot gift cards.

Do not publish or send a complete gift-card number or security code through an unverified message.

Axle Fuel Card and Fleet Account Support

Commercial fleet accounts should use the assigned Pilot fleet specialist or call 1-865-474-4737 for assistance identifying the correct representative.

Fleet administrators can use the customer portal to review transactions, monitor account activity and manage driver or vehicle controls. A customer-portal login problem may use a separate technical-support route displayed on the portal.

Report an unfamiliar fleet-card transaction promptly. Provide only a partially masked account or card number through an authenticated support channel.

Security Video and Incident Requests

For an accident, theft, assault or other incident at a Pilot or Flying J location, notify local authorities and the travel center promptly. Pilot provides a security-video request portal for authorized reviews and investigations.

Footage may be retained for a limited period, and Pilot may require law-enforcement, insurance or legal documentation. A public review is not a substitute for an official incident report or evidence-preservation request.

Pilot Flying J Scam Warnings

Common warning signs include:

• A message requesting a Pilot password, wallet code or one-time verification code
• A caller demanding payment through gift cards, cryptocurrency or a wire transfer
• A fake rewards survey requesting complete card information
• A message claiming that payment is required to release points or a refund
• An unfamiliar website imitating the Pilot account or fleet portal
• A caller requesting remote access to a telephone or computer

If account information was disclosed, change the password, secure the payment method and contact Guest Services or the appropriate fleet representative.

How to Escalate a Pilot Flying J Complaint

1. Begin with the manager of the travel center where the transaction or incident occurred.
2. Keep the receipt, store number, location, date, approximate time, photographs and app records.
3. Clearly state the resolution requested, such as a refund, rewards adjustment, replacement, parking credit or management response.
4. If the store does not resolve the matter, call Guest Services or submit the official form.
5. Ask for a case number and expected follow-up date.
6. For an app or rewards issue, provide the account email, transaction details and screenshots without providing the password.
7. For a fleet or fuel-card issue, use the assigned fleet specialist rather than ordinary Guest Services.
8. If necessary, send a concise written complaint to Pilot Travel Centers LLC, 5508 Lonas Drive, Knoxville, TN 37909.
9. Consider a payment dispute only after attempting resolution and before the issuer’s filing deadline.

Pilot Flying J Customer Service FAQ

What is the Pilot Flying J customer service number?

Pilot Guest Services can be reached at 1-877-866-7378.

What are Pilot Guest Services hours?

Pilot lists Guest Services as available from 8 a.m. to midnight Eastern Time, seven days a week.

Does Pilot offer live chat?

Yes. Pilot provides chat through its official contact page, along with telephone and written support.

How do I report missing Pilot rewards points?

Open Transaction History in the app, select Request Points and upload the receipt. If the tool does not resolve the problem, call Guest Services.

How do I cancel a Prime Parking reservation?

Cancel through the app, website or Guest Services. Pilot states that refunds are available when cancellation occurs before noon local store time on the reservation date.

How long are Pilot shower credits valid?

Pilot currently states that each shower credit is valid for up to 10 days and covers one shower.

What is the Pilot gift-card support number?

Pilot gift-card support can be reached at 1-888-230-1557.

Who owns Pilot Flying J?

Pilot Travel Centers LLC is a wholly owned subsidiary of Berkshire Hathaway Inc. Pilot, Flying J and One9 remain active consumer-facing brands.

Where is Pilot headquartered?

Pilot headquarters are located at 5508 Lonas Drive, Knoxville, TN 37909.

Can CustomerServiceNumbers.com issue a Pilot refund?

No. CustomerServiceNumbers.com is an independent informational and review website. It cannot access Pilot accounts, adjust rewards, cancel reservations, issue refunds or investigate store employees.

Pilot Flying J Customer Reviews and Complaints

This restored CustomerServiceNumbers.com page does not yet have enough public reviews to identify a reliable positive or negative customer-service trend.

If you have contacted Pilot Flying J about fuel, a store experience, rewards, the Pilot app, a shower, Prime Parking, a mobile order, a gift card or a fleet service, share a factual review below. Include the general location, support route and outcome, but exclude private account, card, driver and vehicle information.

Related Customer Service Pages

• Buc-ee’s Customer Service – for fuel, food, merchandise and travel-center issues involving Buc-ee’s.
• Sheetz Customer Service – for Sheetz fuel, app, rewards, food-order and store complaints.
• Speedway Customer Service – for Speedway fuel transactions, rewards, receipts and store concerns.

Pilot Flying J Corporate Office Information

For headquarters information and written complaint guidance, see the Pilot Flying J Corporate Office Headquarters page.

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has collected and preserved customer-service information and consumer experiences since 2004. CSN independently reviews official company resources, organizes issue-specific support routes and provides moderated review sections. It is not affiliated with Pilot, Flying J, One9 or Berkshire Hathaway.

Page reviewed and updated August 3, 2026.

CustomerServiceNumbers.com is an independent informational and review website and is not affiliated with Pilot Travel Centers LLC, Pilot, Flying J, One9, Berkshire Hathaway or individual dealer locations. Telephone numbers, hours, rewards, fuel programs, parking rules, shower benefits, return policies and location services can change. Confirm important information through Pilot’s official website or app.