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  • 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 foreign currency, the rewards will quickly add up. Redeem your points for shopping vouchers, 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

    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 calling our call 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 a car parking or Heathrow Express booking?

    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. Bureaux de Change transactions and some car parking transactions may take longer 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 3 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 71707, London, W2 7ZQ
    We can only accept receipts that are less than 3 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 car parking transaction?

    A:  Points for car parking transactions are awarded within 10 days of 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 most of our emails.  

    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 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 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.

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

    A: We send the details to partners every Monday. 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:

    World Duty Free
    Dixons Travel
    Plaza Premium Lounges
    Glorious Britain
    Jo Malone
    Thomas Pink
    Beauty Studio
    M.A.C.
    World of Whiskies
    Collection
    Ted Baker

    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: Tell the cashier 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 cashier 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, for gift vouchers or for purchases of tobacco and tobacco products.

    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: Login to your online account, please click on ‘My account' on the main menu, then ‘Order a replacement card' on the left and follow the instructions. Please ensure your address is up to date.

    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.  

    Q: Why do you need my Twitter ID? (can be captured on ‘Update my details' page)

    A: You don't need to provide this, but if you do it helps us identify you if you communicate with us via Twitter.
     

    Need to contact us?
     

    By telephone

    0808 5 844 844 (UK). if you're calling from within the UK calls are free from landlines. +44 (0)203 666 550 if you are calling from outside the UK standard network provider's charges apply.

    by post

    Heathrow, PO Box 887, 3 Manor Court, Exeter, EX1 9YT