Heathrow Rewards FAQs

Q: What is Heathrow Rewards?

A: Heathrow Rewards is our loyalty programme, where you collect Heathrow Rewards points virtually every time you spend at Heathrow. From picnics to parking, high fashion to travel essentials, the rewards will quickly add up. Redeem your points for shopping, upgrading your travel experience or even flights when you transfer to one of our airline partner schemes.

Q: How do I join?

A: Simply create an account here. Once registered, you will have a virtual card on your home page and you can start collecting Heathrow Rewards points straight away.   

Q: Are there any membership fees?

A: No. Heathrow Rewards is absolutely free.

Q: How do I collect Heathrow Rewards points at Heathrow?

A: Present your Heathrow Rewards card before every transaction at Heathrow.

Q: Which outlets participate in the programme?

A: The majority of outlets at Heathrow participate in the programme. You can view the latest directories and maps for Heathrow here. The terminal drop off charge and pay on the day parking are excluded from the programme.  

Q: Is there a minimum spend to collect Heathrow Rewards points?

A: Transactions must be for £1 or more to qualify for Heathrow Rewards points.

Q: How long are my Heathrow Rewards points valid for?

A: Heathrow Rewards points are valid for 3 years from the date of your last transaction. So if you keep using your card, your Heathrow Rewards points will never expire.

Q: Are my Heathrow Rewards points transferable?

A: You can transfer your Heathrow Rewards points to another member's account by getting in touch with our contact centre. There is a limit of 4 transfers per member, per year.

Q: What happens if I return my shopping for a refund?

A: Your Heathrow Rewards points will be deducted accordingly.

Q: Can I collect Heathrow Rewards points at the same time as collecting points with other retailer loyalty programmes e.g. Boots/Costa/Starbucks?

A: Yes, please remember to present both cards at the time of purchase.

Q: Can I collect Heathrow Rewards points on the transaction when I am using my points to get a discount on pre-booked Official Heathrow Parking?

A: Yes

Q: Can I collect points on Heathrow Concierge/Chauffeur Drive bookings?

A: Not at present

Q: I reserved my shopping in advance with the Reserve & Collect service on the Heathrow Boutique website, will my points be added automatically?  

A: No, you will still need to present your Heathrow Rewards card at the time of transaction.
 

Q: Why aren't some of my transactions appearing on my account?

A: Every effort is made to credit Heathrow Rewards points to members' accounts as soon as possible. The majority of transactions are credited to accounts within 24 hours. Some transactions may take up to 30 days to appear on your account. Points for pre-booked car parking will be credited within 10 days of entry to the car park. Promotional points may take up to 48 hours to appear. Your online balance includes transactions that have been added to your account up to yesterday's date.

Q: It's been more than 30 days and some of my Heathrow Rewards points for my transactions are not appearing on my account; can I get them added on?

A: You can send copies of your receipts to be added to your account in one of the three following ways:-
Email scanned receipts to customerservice@heathrowrewards.com
Post copies of your receipts to Heathrow, Rewards PO Box 887, 3 Manor Court, Exeter, EX1 9YT.
We can only accept receipts that are less than 4 months old. See Terms and conditions. Please include your Heathrow Rewards card number, name and contact details on all correspondence.

Q:  Why have my Heathrow Rewards points not appeared for my pre-booked Official Heathrow Parking transaction?

A:  Points for pre-booked Official Heathrow Parking transactions are awarded 10 days after entry to the car park, not at the time of booking.
 

Q: What is Apple Wallet?

A: Apple Wallet is an application in iOS 6+ that allows users to store coupons, boarding passes and store cards on their device. Heathrow Rewards has created a virtual card for this. You can download yours from your account dashboard.

Q: How do I get a virtual card?

A: When you have registered and logged in to your account, your virtual account will be available to use on the home page.  
 

General

Q: How do I order my rewards?

A: Login to your account online and go to ‘Order my rewards'.  Select the reward of your choice and you'll be told if you have enough Heathrow Rewards points. Then simply follow the instructions.

£5 Vouchers

Q: How long are the vouchers valid?

A: Vouchers are valid for 12 months from the date of issue. The expiry date is printed on each voucher and once expired we are unable to reissue them.

Q: Where can I use the voucher(s)?

A: Heathrow Rewards £5 airport vouchers can be used for, or towards, the purchase of goods and services at Heathrow only. Please see the back of the vouchers for full terms and conditions of use.

Q: Is there anywhere I can't use the voucher(s)?

A: Heathrow Rewards vouchers cannot be used in the following outlets: Bureaux de Change, betting shops, Post Offices, vending and gaming machines, Eurest staff restaurants, pay on the day parking and the BA Highlife staff shop. Vouchers are not valid against transactions for lottery tickets, tobacco products, medicine, prescription items, infant formula, the retailer's own or 3rd party pre-paid gift vouchers, purchases paid for using Boots Advantage Card points, postage stamps, Pay as You Go Internet access, flights and hotels booked at Heathrow Airport Holdings Limited or the Heathrow website.

Conversion to Frequent Flyer programme

Q: How do I convert my points into frequent flyer miles/points?

A: You will need to be a member of the partner programme to make a redemption. Go to ‘Order my rewards', select the reward of your choice, enter your Frequent Flyer programme account/membership number and press ‘submit'. We will then send the request to the relevant partner to add the miles/points to your account.

Please note that in accordance with our Terms of service, points accrued by transfer from a partner airline programme are not eligible to be transferred to any other airline partner programme.

Q: How long will it take for my miles/points to reach my Frequent Flyer programme account?

A: The time it takes for your miles/points to reach your  account will depend on the partner.

Q: Can I transfer my Heathrow Rewards points into miles/points for someone else's Frequent Flyer programme account?

A: No, it must be into an account with your own name.  This is a condition of the partner programme.

Instant Redemtion

Q: What is Instant Rewards?

A: Instant Rewards is the new alternative to paper vouchers. At participating outlets simply present your card at the point of purchase and request to redeem your Heathrow Rewards points as payment towards your purchase.

Q: Where can I use Instant Rewards?

A: Instant Rewards is available at the following outlets within Heathrow:

Bulgari
Burberry
Chanel
Collection
Jo Malone
M.A.C.
Prada
Rolex
Watches of Switzerland
World Duty Free
World of Whiskies

Q: How many Heathrow Rewards points do I need for Instant Rewards?

A: Instant Rewards can be redeemed in increments of 500 Heathrow Rewards points. Just like the paper vouchers, each 500 points is worth £5 to spend in participating outlets.

Q: How do I do it?

A: Let the store assistant know that you would like to use Instant Rewards. They will swipe or scan your Heathrow Rewards card and tell you the maximum value of the reward you can redeem. You can then choose the value you wish to redeem – you don't have to use the full amount.

 Q: Can I redeem Heathrow Rewards points on the same day I have collected them?

A: No, you can only redeem Heathrow Rewards points available in your Heathrow Rewards account as of the previous day.

 Q: How do I know how many Instant Rewards I can use?

A: Check your Heathrow Rewards points balance before you travel, or refresh your virtual card if you have Apple Wallet, so you know how many Instant Rewards you can redeem in-store. The store assistant can also confirm the maximum value of the reward you can redeem at point of purchase.

Q: What happens if I don't have enough Heathrow Rewards points to pay for the entire transaction?

A: You do not need to pay for the entire transaction with Instant Rewards. Simply pay for the remaining amount with another form of payment.

Q: Can I still use paper vouchers at participating outlets?

A: Yes.

Q: Can I use a combination of paper vouchers and Instant Rewards?

A: Yes.

Q: Can I use the virtual Wallet version of my Heathrow Rewards card?

A: Yes

Q: Are there any restrictions to what I can buy with Instant Rewards

A: Instant Rewards cannot be used as payment, or part payment, at betting shops, Post Offices, vending and gaming machines, petrol stations, staff restaurants, the BA staff shop, temporary retailers/services, Covid testing facilities, the Terminal Drop-Off charge, pay-on-the-day parking charges, purchases and fines paid to airlines such as excess or heavy baggage fees and upgrades, hotels and hotel parking facilities; or for Transactions in relation to the following: lottery tickets, tobacco products, medicine, prescription items, infant formula, the retailer's own or 3^rd party pre-paid gift vouchers and cards, postage stamps, Pay as You Go Internet access, or flights and/or hotels booked at www.heathrow.com or for Transactions paid for using Boots Advantage Card points.

Q: What happens if I return my item/get a refund?

A: Where refunds are made through the Heathrow Shopper Promise service your points will be added back to your account when the refund is processed.

Q: I couldn't use my card because I was told it was unregistered. What can I do?

A: Unregistered cards are those where we do not have any member information associated with the card. To redeem any points for that account you must visit heathrow.com/rewards and register your member details. Click on the icon Start here/Register now and tick the box "I have a Heathrow Rewards card"
 

Q: What should I do if my card is lost or stolen?

A: You can access your card on the Heathrow App. Please download the app from your app store and go to the 'Rewards' icon. This will take you to the login screen, where you can login using your registered email address and password. You can also choose to use biometric logins for future uses, or download a copy of the card to your virtual wallet. If you think your card has been stolen, please let us know so we can close your account to prevent unauthorised transactions.

Q: How do I change my password?

A: Login to your online account, please click on ‘My account' on the main menu, then ‘Change my password' and follow the instructions.