Scheme Terms and Conditions

Scheme Terms and Conditions

These Terms and Conditions are effective from November 2016 or such later date as notified on the Website (the “Effective Date”).

What’s changed? We have made some changes to the format of these Terms and Conditions, however terms have not been changed and the meanings remain the same.

These Terms and Conditions set out the contractual relationship between Avios Group (AGL) Ltd and each individual Member of the Scheme. Additional terms and conditions may apply in relation to specific offers, products and services which are set out on the Website or will be provided by us or our Partners.

These Terms and Conditions contain some exclusions and limitations of liability (see in particular Section E.2). In addition, please note that if you have not earned or redeemed Points or purchased Points for 36 consecutive months, all Points that have accrued to that date, and your Membership, will expire (See Sections C.5.1 and B.6.1.1 below).

Part A – Definitions

In these Terms and Conditions unless the context requires otherwise:

"Airline Partners" means airlines whose operated flights may, from time to time, be eligible for Points or Rewards;

"BA" or "British Airways" means British Airways Plc;

"Card" means, where issued, a Membership card;

"Data" means data personal to a Member;

"Event Beyond Your Control" means unusual and unforeseeable circumstances which you cannot control and the consequences of which you could not have avoided even if you had taken all reasonable care;

"Flight Plus" means a booking protected by our ATOL licence when you book a flight out of the UK or an inbound flight where the outbound trip from the UK was not by air, and hotel (or other) accommodation and/or car hire, both outside the UK and supplied under the same contract or in connection with the flight. The various elements must be requested by a consumer either the day before, on the same day, or the day after the flight was requested. The time period relates to a calendar day rather than 24 hours.

"Fraud" includes fraud, dishonesty and deceit and in particular:

  • a) knowingly supplying incorrect information including at the time of booking to accrue Points;
  • b) attempting to accrue Points for Sectors which have not been flown or are not eligible for Points;
  • c) attempting to accrue Points for Sectors flown by any person other than the Member;
  • d) using or attempting to use stolen or counterfeit tickets on Airline Partners' services;
  • e) attempting to accrue Points more than once for the same Sector;
  • f) attempting to accrue Points from Partners dishonestly;
  • g) selling, bartering and/or purchasing Points or Rewards including attempting to sell or transfer Points or Rewards by means of internet based sales or auctions unless otherwise permitted under these Terms and Conditions; or
  • h) attempting to use Points or obtain Rewards dishonestly;
  • i) knowingly benefiting from the Fraud or Misconduct of another Member or individual.

"Household Account" means the account established by us which enables members of a household, including a maximum of six persons, to earn Points and redeem all or part of such Points for Rewards;

"Loss" means losses, costs, damages, injuries, accidents or claims (whether direct or indirect) suffered by Members in connection with the provision of Rewards;

"Member" means the person who is a member of the Scheme and whose name is registered against the Membership Number;

"Membership" means membership of the Scheme;

"Membership Number" means the membership number allocated to a Member in accordance with these Terms and Conditions;

"Misconduct" includes:

  • a) failure to comply with these Terms and Conditions or the Terms and Conditions of an Airline Partner or Partner;
  • b) attempting to obtain Points or Rewards by Fraud;
  • c) misconduct on board Airline Partner's flight or while checking-in;
  • d) misconduct whilst using any Partners facilities;
  • e) misconduct in dealing with our staff or the staff of any Partner; or
  • f) failure to comply with Airline Partner's General Conditions of Carriage for Passengers and Baggage and any other applicable rules and regulations.

“Package” – means a pre-booked combination of at least two travel-related products (for example, transport, accommodation or another tourist service such as a sightseeing tour) as defined in the Package Travel Regulations and set out below.

“…. the pre-arranged combination of at least two of the following components when sold or offered for sale at an inclusive price and when the service covers a period of more than twenty-four hours or includes overnight accommodation: transport; other tourist services not ancillary to transport or accommodation and Accounting for a significant proportion of the package, and the submission of separate Accounts for different components shall not cause the arrangements to be other than a package;the fact that a combination is arranged at the request of the consumer and in accordance with his specific instructions (whether modified or not) shall not of itself cause it to be treated as other than pre-arranged.”

“Package Travel Regulations” means the Package Travel, Package Holidays and Package Tours Regulations 1992 (SI 1992 number 3288), as amended;

"Partner(s)" means any company selected by AGL to offer Points or Rewards to Members;

“Payment” means payment either by Points, debit card, credit card or charge card in line with the terms of the relevant offer. We do not accept payments by cheque;

"Point(s)" means the credits earned by a Member under the Scheme and credited to a Member's account;

“Reward(s)” means any flight ticket issued (including ticket upgrades where offered) or other goods or services supplied, by or on behalf of us, upon redemption by a Member of an appropriate number of Points or, where permitted, a combination of cash and Points;

“Scheme” – means the scheme operated by us pursuant to which members earn Points from Partners and spend them on Rewards;

"Sector" means a single eligible flight sector between two destinations;

“AGL”, “we”, “us” “our” means Avios Group (AGL) Ltd a limited company registered in England (registered number 2260073 and VAT number 512566754) whose registered address is Astral Towers, Betts Way, London Road, Crawley, West Sussex RH10 9XY; and

"Website" means the pages applicable to the Scheme available at www.avios.com or such other domain name as made available from time to time.

Part B – Membership of the Scheme

Membership Eligibility

B.1.1. Individuals who are 18 years of age or over may apply for Membership.

B.1.2 We reserve the right not to enrol individuals with resident addresses in certain countries and/or regions or restrict transfers and changes of registered address. Such countries and/or regions are subject to change however reasonable advance notice will be given in circumstances where the removal of a country and/or region will affect the Membership of existing Members. To be eligible to collect Points under the Scheme you must provide an address in the UK, Isle of Man or the Channel Islands.

B.1.3 Membership is not open to companies, partnerships, unincorporated associations or similar entities.

B.1.4. Membership is offered at our discretion and we may refuse Membership to any applicant.

Membership Application

B.2.1. To apply for Membership an individual must apply online at the Website, through Our service centre or a Partner. Membership applications must state the applicant's full name as stated on passport, date of birth, preferred mailing address, email address and telephone number for correspondence.

B.2.2 Multiple Membership is not permitted and each Member must maintain only one account. In the case of duplication of Membership, all Memberships (other than the first Membership approved by us) will be cancelled. Any duplicate Points will be cancelled.

Membership Card

B.3.1 Applicants accepted as Members will be given a Membership number and may be provided with a Card upon earning a set level of Points. Points can be collected without your Card by quoting your Membership number.

B.3.2. Only the Member named on the Card may use it or quote the Membership number. Cards are not transferable in any circumstances.

B.3.3. The Card is not a credit card. It remains our property and must be returned or destroyed as requested by us. You agree to present your Card if requested to do so in relation to the collection of Points or use of Rewards.

B.3.4. Members should add their Membership Number to all bookings at the time of booking, or prior to arriving at the airport.

Membership Account

B.4.1. Applicants will be admitted to Membership on the date they activate their account via the Website and Members agree to be bound by the Terms and Conditions (as amended from time to time) and the information on the Website.

B.4.2.Each Member must give us immediate written notice of any changes of name or preferred mailing address and, if requested by us, written proof of any such changes. Certain changes can also be made online by visiting the Website.

B.4.3. Correspondence will be sent to the Member's last preferred mailing address and/or the e-mail address provided on application.

B.4.4We will not be responsible for late, lost or misdirected mail.

B.4.5 Correspondence from Members should be sent to Avios Customer Services Department, Pacific House, 210 Birchwood Boulevard, Birchwood, Warrington WA3 7WE (the “Service Centre”).

B.4.6 A Member may nominate another individual to act on their behalf in relation to their Membership. Nominations must be made in accordance with the relevant procedure details of which are available online at the Website or by contacting the Service Centre. The Member is responsible for the actions of the nominated individual. The Member is responsible for ensuring any nomination is updated as necessary.

B.4.7 Risk (for example, theft or unauthorised or fraudulent redemption) associated with Points passes to the Member as soon as Points are recorded on the Member's account, or otherwise awarded to the Member. We may cancel any bookings or Rewards we reasonably believe to be unauthorised or fraudulent. We are not liable for unauthorised or fraudulent redemptions arising due to the actions of the Member or the failure by the Member to adhere to these Terms and Conditions. You are the holder of Points and are responsible for their security. We are the owner of all Points and they remain our property at all times. To reduce the risk of someone else spending Points in your account, treat your account number like a credit-card number.

B.4.8 It is your responsibility to keep secure any information that might identify you and allow access to your Membership. Unfortunately, you cannot hold us responsible if a person is able to spend Points in your account as a result of you not taking appropriate care of your Membership details. If you lose or accidentally reveal your Membership Number or password details or lose your Membership Card, you should contact us immediately.

B.4.9 We reserve the right to audit a Member's account and records without notice to the Member to check for compliance with these Terms and Conditions, any Partner’s terms and conditions and any other applicable rules, regulations or terms and conditions.

Household Accounts

B.5.1 Members can apply for a Household Account by completing the application process available online at the Website. Terms and conditions are available for Household Accounts Under Conditons of Use, Clause G.17. Each Member under a Household Account will be bound by these Terms and Conditions and all other applicable terms and conditions.

Termination of Membership

B.6.1Membership will terminate automatically:

  • B.6.1.1. in the event of the expiry of all Points in accordance with Section C.5.1 when a Member has not earned or redeemed or purchased for 36 consecutive months; or
  • B.6.1.2 upon the death of a Member, Points accumulated but unused at the time of death shall be cancelled together with Membership of the Scheme; or
  • B.6.1.3 if we reasonably believe that you have committed an act of Fraud or Misconduct against us or any Partner. The Member shall be liable to us and/or any Partners for the full price of any travel undertaken on Reward tickets, wholly or partly as a result of such Fraud and/or Misconduct, in accordance with the published fare/price applicable to such travel together with any reasonable costs, including legal fees, incurred by us.

B.6.2 Members may terminate their Membership by contacting us stating that they no longer wish to be a Member and (if applicable) enclosing their Card cut in half. Any such termination will result in a loss of all Points and does not relieve the Member of any continuing obligations under these Terms and Conditions.

B.6.3. In the case of Fraud and/or Misconduct, we may cancel all accrued and accruing Points of the Member and any Rewards.

B.6.4. In the event of the termination of Membership the Card (if applicable) must be returned to us. Furthermore an individual may be required to return any co-branded cards provided by a Partner to the card issuer. In the event an individual continues to hold a co-branded card they will not be entitled to receive any Points.

Termination of the Scheme

B.7.1 We may terminate a Member's right to earn or redeem Points or terminate the Scheme.

B.7.2 We will give reasonable notice of such termination of the Scheme or a Member's right to earn or redeem Points issued by us.

Changes to the Scheme

B.8.1. We can change the Scheme, the Points, the Partners and the Rewards we provide. We will give you reasonable notice but this could depend on the nature of the change and the notice that we may receive from our Partners.

B.8.2 Examples of the action, which we might take under Section B.8.1, include modifying or withdrawing the right to earn Points or amending the number of Points required to purchase a particular Reward.

B.8.3 Members shall be deemed to have agreed to any modifications, withdrawal, amendment or addition to Rewards or the Scheme pursuant to Section B.8.1 and B.8.4 if, after we have notified you of the changes, you continue to participate in the Scheme. Members who do not wish to accept changes to the Scheme may terminate their Membership in the manner described in Section B.6.2.

B.8.4 We may, at any time, amend the time limit on how long you have to spend any Points. We will give you reasonable notice.

B.8.5 We have the right to change these Terms and Conditions. We will always give you reasonable notice. Please refer to the Website for the latest copy of these Terms and Conditions.

Part C – COLLECTING POINTS

Earning Points

C.1.1 We will record Points in the Member's personal account. Points cannot be redeemed until we have recorded it in the Member's personal account.

C.1.2 Further details of how Points are earned and the applicable earn rates are contained on the Website and/or the information provided by the relevant Partner.

C.1.3 When Partners tell us to add or take Points to, or from, your account, or when you spend Points on a Reward we provide, we will adjust your account balance in line with this. If the information the Partner gives is not accurate, you may have to contact them directly. We will correct any mistakes that we make on your account. We recommend that you keep records of your Points transactions so you can check that your account is accurate.

C.1.4 In cases of dispute about entitlement to Points, we may require proof of a transaction with the relevant Partner. Claims must be lodged in accordance with the Partner’s terms and conditions.

C.1.5 Points may not be earned under the Scheme if points (or equivalent) have also been earned under any other loyalty type schemes for the same activity. In the event we grant any Points in such circumstances we reserve the right to cancel the Points without notice to you.

C.1.6 Members may be entitled to receive benefits and Points from Partners provided they quote their Membership number when making a booking. In some cases a Member may be required to enrol in the loyalty programme of a Partner and convert the Partner's loyalty credits into Points at the Member's option. Where a Member must elect whether to earn Points or the Partner's loyalty credits the Member will not be permitted to re-elect at a later date.

Earning Points – Flight activity

C.2.1 Points can only be earned for travel on eligible Sectors in eligible booking classes on eligible flights of selected Airline Partners are available on our Website.

C.2.2The award of Points will be subject to the relevant Airline Partners Terms and Conditions which can be found on their website.

Purchasing Points

C.3.1The terms and conditions for Purchase Points and Gift Points can be found under Part G.

Transferring Points

C.4.1 Except as otherwise provided by us and communicated to the Member and subject to any stated limitations, Points are not transferable in any way (whether from person to person, account to account, statement to statement, card to card, Scheme to any other loyalty type scheme or otherwise).

C.4.2 Any purported purchase, sale, transfer, unauthorised use (including bartering), procurement or redemption of Points issued or awarded to another person or any other use of Points contrary to these Terms and Conditions will, unless explicitly authorised, constitute a fundamental breach by the Member of these Terms and Conditions and the terms and conditions relating to Purchase Points and Gift Points and therefore the contract between us.

C.4.3 Each Member acknowledges that a breach pursuant to Section C.4.2 above may also constitute an inducement to breach the contract between AGL and the Member, intentional damage to the business of AGL, conspiracy and criminal offences under applicable local or national law. Any breach pursuant to Section C.4.2 will constitute Fraud and/or Misconduct and will be dealt with in accordance with Section B.6.1.3.

C.4.4 Other than as provided for herein Rewards are not redeemable for cash, refundable or exchangeable for any other tickets or anything else and may be confiscated in such circumstances. At no time may Rewards be purchased by, sold to, bartered or otherwise transferred to other persons.

Points expiry

C.5.1 If a Member has not earned or redeemed Points or purchased or transferred Points for 36 consecutive months, all Points that have accrued to that date will expire.

C.5.2 All Paper “Airmiles” vouchers expire on 30 November 2011.

Variation of currency

C.6.1We may, from time to time, change the currency or the name of the currency used by us either in whole or in relation to any country or region. We will provide reasonable notice to Members of any such change.

Part D – Using Rewards

Making a Booking

D.1.1 Requests and bookings relating to Rewards (including Partner provided Rewards) may be made online at the Website or through the Service Centre in accordance with such procedures that may be in force from time to time for the issue of Rewards, as set out on the Website. Reward bookings can only be requested by the Member who holds the account or an individual nominated in accordance with Section B.4.6. The method to redeem Points and access Rewards are set out in the Conditions of Use which form part of these terms and conditions.

Part E – GENERAL

Passports, Visas, other travel documentation and Insurance

E.1.1 The Foreign & Commonwealth Office (FCO) provides important advice for travellers on their destinations, this includes passport and visa rules, safety and security and health advice, information can be found here: http://www.gov.uk/knowbeforeyougo. It is the Member's responsibility to ensure that they and everyone with whom they are travelling or any third party in whose name a Reward has been issued:

  • have checked the relevant entry requirements for any country being visited; and
  • have the correct passports, visas, health certificates and other travel documents needed for the journey.

E.1.2 Members, travel companions or third parties in whose name a Reward has been issued may be denied boarding if their documents are not in order. We shall not be liable for any Loss suffered by a Member and/or traveller as a result of their failure to arrange the above.

E.1.3 It is recommended that all members of your group have adequate travel insurance to cover your trip.

Liability

E.2.1 We will not be liable for any Loss resulting from alteration to, or termination of, the Scheme or the right to earn or redeem Points, except for Loss caused by our own negligence or wilful misconduct.

E.2.2 If we sell you a Partner’s product that does not form part of a Package, we will only be liable to you for our own negligence if we do not meet our responsibilities to you. Our total liability in all cases (other than for death or personal injury) will be limited to twice the cost of your travel arrangements and will not include:

  • losses that we or you would not have expected when the contract was formed;
  • losses that were not caused by us breaking the contract; and
  • business losses.

E.2.3 If you buy a package that we have organised, we will be liable for damage caused as a result of either us or our suppliers not following the contract. Our total liability in all cases (other than for death or personal injury) will be limited to twice the cost of your travel arrangements and will not include:

  • any losses that we or you could not have expected when the contract was formed; and
  • business losses

E.2.4 In the case of travelling by air, sea or rail, and providing accommodation, our liability may be limited by the way provided in the relevant international convention (for example, the Warsaw Convention which limits the liability of airlines for death and personal injury and loss or damage to baggage).

E.2.5 We are not liable for the acts and failures of any Partner or other organisation if you do not arrange or book your travel through us or if you booked independently. If you or your group die or become ill or injured while overseas due to an activity which is not booked through us, we will try where possible to offer help and guidance.

E.2.6 We are not liable for any failures due to unusual and unexpected circumstances beyond our control, the consequences of which could not have been avoided even if we had taken all necessary care (for example, industrial disputes, hostilities, political unrest or natural disasters).

E.2.7 You must tell us and the supplier about any problem that arises during your trip as soon as it happens, to give us an opportunity to put things right. When you are overseas you can phone us on 00 44 1925 848 693 if you have an emergency. Any extra comments or complaints should reach us in writing within 28 days of the end of your trip booked via us. If you do not send us these within 28 days, we may not be able to investigate.

Tax

E.3.1 We make no representations as to any income, use, excise or other tax liability of Members as a result of their Membership. Such a tax liability may arise, for example, if a Member obtains Points and/or Rewards as a result of business expenditure. Members are advised to check with their accountant or tax adviser for further information.

E.3.2 The Member is solely responsible for any tax liability incurred as a result of Membership.

Governing Law

E.4.1 To the extent permissible by local law or regulation these Terms and Conditions shall be governed by and construed in accordance with English law. AGL and each Member submits to the non-exclusive jurisdiction of the English courts to resolve any disputes that may arise out of them.

E.4.2 Any provision of these Terms and Conditions declared void or unenforceable by any competent authority or court shall, to the extent of such invalidity or unenforceability, be deemed severable and shall not affect the other provisions remaining which shall continue unaffected.

E.4.3 If there is any conflict in meaning between the English language version of these Terms and Conditions and any version or translation of these Terms and Conditions in any other language, the English language version shall prevail.

Data Protection

E.5.1 We will process your Data in accordance with the Privacy Policy which can be found at the Website under the heading “Privacy Policy”,

Part F – Use of Website

This Web site is owned and operated by Avios Group (AGL) Ltd, whose registered office is at Astral Towers, Betts Way, London Road, Crawley, West Sussex RH10 9XY. Please read these terms and conditions carefully before using this Web site. Your use of this website indicates your agreement to be bound by these Terms and Conditions.

Proprietary Rights

F.1.1. All Materials on this website, the appearance, organisation and layout of this website, the underlying software code and the underlying data are subject to trade marks, copyright, database rights and other registered and unregistered intellectual property rights which are owned either directly by AGL or by Our licensors.Unless otherwise authorised within these Terms and Conditions, You must not copy, modify, alter, publish, broadcast, distribute, sell or transfer (whether in whole or in part) any Material on this website or the underlying software code or underlying data.

General

F.2.1 Where you use any bulletin board or other communication forum attached to this Website including social media sites you agree that you will not post, publish, or distribute information of a defamatory or unlawful nature or allow others to do so.
Where we provide you with our customers' or other personal recommendations for goods and services such as coffee shops or a restaurant we are not responsible for the accuracy of any such descriptions or recommendations nor for such goods or services.
In order to make a booking on our website you must have a residential address in the United Kingdom. In addition, any flight we book for you must originate in the United Kingdom. Where we find that this is not the case we reserve the right to cancel your booking and charge you for any cancellation charges we incur as a result.

Limitation of Liability

F.3.1 In no event will we be liable for any direct, indirect, special, punitive, exemplary or consequential losses or damages of whatsoever kind arising out of access to, or the use of this website or any information contained in it, including loss of profit and the like whether or not in the contemplation of the parties, whether based on breach of contract, tort (including negligence), product liability or otherwise, even if advised of the possibility of such damages.

Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury caused by negligence for fraudulent misrepresentation.

Links to other websites

F.4.1 Where we provide links to websites operated by anyone other than us we are not responsible for the control of, or the material on such sites. Consequently by providing a link to other websites for your reference we are not endorsing the material on such sites nor the owner or managers of such website.

Part G – Conditions of Use – Using Rewards

Unless otherwise stated in these Scheme Conditions of Use, capitalised terms are as defined in the Scheme Terms and Conditions. Selected Rewards are available in selected countries. Please see the website or contact the service centre for further details.

G.1.1 From time to time, we may offer special promotional rates for Reward bookings and such bookings will be subject to the terms and conditions published with each offer and which take precedence over these Terms and Conditions. Unless otherwise permitted by us, Rewards (including those special promotional Rewards) may not be used in conjunction with other Rewards, promotions, coupons, discounts or special offers.

G.1.2 Bookings for Reward travel must be made no later than 10 days prior to the intended time of departure where a paper ticket is issued and no later than 24 hours prior to the intended day of departure where an e-ticket is issued. Bookings which do not comply with these requirements may be subject to a charge as specified at the time of booking.

G.1.3 E-tickets in respect of Reward travel will be issued for travel on all routes where possible.

G.1.4 For security reasons we will send the confirmation for your booking to the account holder’s address/email address in the lead passenger’s name. This also applies if you make a booking as a surprise for the account holder.

G.1.5 If you ask for a service that is not part of any offer (for example, a sea view in a hotel room), we will ask for the service on your behalf but we cannot guarantee that the Partner will meet your request. If the Partner is able to confirm your request, you may have to pay an extra charge. If the Partner is unable to confirm your request all other booking components will be subject to the applicable terms and conditions.

G.1.6 If you get a verbal quote for a price before you make a booking, we cannot guarantee you will get that price, and the price may change at any time and is subject to availability up until the booking is confirmed.

G.1.7 Extra terms (such as airline conditions of carriage or special conditions, which we can provide or explain to you at the time you book) may apply to any Rewards you book. Those terms may contain important information relating to your travel arrangements, which might affect your ability to alter your arrangements or to claim compensation or a refund. It is your responsibility to make a note of these and to ask for more details at the time you book if necessary. If you would like to receive a copy of any Airline Partners’ or Partners’ terms and conditions, please ask one of our customer service agents.

G.1.8 If you make a booking with us, you are personally responsible for paying for it in full. You should make sure that you can make Payments and that you are authorised to use the payment card presented before you make a booking.

G.1.9 Unless any invoice or terms say otherwise, you must pay in full at the time you book. If you are using Points from more than one Members’ account, you must make sure that the other Member contacts us within 24 hours to allow us to take the Points from their account. If this has not been done, we may have to cancel your booking.

G.1.10 All prices quoted (whether verbally or in writing) are for each person, unless we say otherwise.

If you make a Package booking

G.2.1 If you have booked a Package, occasionally after your booking has been confirmed the price may go up or down. These costs include but are not limited to transport costs incurred by the supplier, the cost of fuel, taxes or fees for services such as landing taxes or embarkation (boarding the plane) or disembarkation (leaving the plane) fees at airports or changes in exchange rates. If such price increase is less than 2% of the price that you have paid for the package and occurs within 30 days of departure we will not make any extra charge to you. For charges greater than 2%, we will pay the first 2% however you will be required to pay the remaining charge. If the price of your holiday goes down you are entitled to a refund.

G.2.2 If we have to make a significant increase in price, you are entitled to take a substitute package (of the same or a better quality, or a lower quality if one is available) and to receive a refund of the difference in price or cancel your booking and receive a full refund. You may also be entitled to compensation.

G.2.3 If you have booked a Package and we or a Partner make a significant change to or cancel your package, we will try to provide you with another Package of the same or better quality at no extra cost to you, or another Package of a lower quality. You may claim back the difference in cost or cancel your booking and we will provide you with a full refund. You may also be entitled to compensation unless a cancellation arises because of unusual and unexpected circumstances beyond our control, the consequences of which could not have been avoided even if we had taken all reasonable care (for example, industrial disputes, hostilities, political unrest or natural disasters), or unless you fail to pay any amounts you owe.

If we change or cancel your booking

G.3.1 We do not intend to change or cancel any of your travel arrangements once we have accepted your booking. However, from time to time it may be necessary and we reserve the right to do so. If a Partner changes your booking (for example, the flight schedule changes), we will deal with it in line with their terms and conditions.

Financial Protection

G.4.1 We hold an ATOL licence number 4562. IF you are a UK resident and you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists the flight, accommodation, car hire and/or other services that are financially protected, where you can get information on what this means for you and who to contact if things go wrong.We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought (At no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.Your Points are not protected under the ATOL scheme so will not be shown on your ATOL Certificate. For further information visit the ATOL website at www.atol.org.uk

G.4.2 If you are a resident of the Republic of Ireland and booked a Package which commences in the Republic of Ireland and includes a flight, any consumer financial protection required by law will be provided through bonding arrangements made with the Commission for Aviation Regulation, Licence number T.A.0772 Such arrangements are intended to comply with the requirement to provide security for prepayments, and to cover the cost of repatriation, in the event of supplier insolvency. For further information, visit the Commission website at www.aviationreg.ie.

Booking a reward with an Airline Partner

G.5.1 Infants (less than 2 years of age) travelling with a Member on a Reward flight will travel for 10% of the Points required for the Member's flight if they do not have their own seat. Children (2 years of age or older) and infants who require their own seat will be "charged" the full Points for the relevant destination and applicable taxes, fees and charges as set out in Section G.5.8.

G.5.2 One way tickets can be issued as a Reward on Airline Partner flights at 50% of the Points required for a return journey to the same destination and subject to the applicable taxes, fees and charges as set out in Section G.5.8. Open tickets cannot be issued as Rewards.

G.5.3 There are no charges for stopovers included in a Reward itinerary, where stopovers are at connecting points on the most direct route between origin and destination.

G.5.4 For return journeys, outbound and return flights must be booked at the same time. Travel to one destination from a point of origin and returning from another city to the same point of origin (or vice versa) is permitted subject to the rules of the fare.

G.5.5 Reward bookings are subject to availability and cannot be waitlisted. Reward bookings may be made up to 355 days prior to departure. The total number of seats available for Reward bookings will vary from route to route and from week to week depending on commercial demand. Availability can change throughout the year. Reward bookings on Airline Partners are subject to the availability determined by the Airline Partner. Members are advised to make Reward bookings well in advance of the date of travel however we cannot guarantee that a Member will be able to make a Reward booking on any specific flight regardless of the time of booking.

G.5.6 Rewards for travel will only be issued to and from destinations served by Airline Partners designated at the time the ticket is issued and also at the time the ticket is used. The most direct routing must be taken.

G.5.7 Rewards are based on round trip travel between origin and destination using the most direct route possible. Rewards may be for more than one flight sector. On one occasion only per booking may a flight sector commence at a different point from the end of the preceding flight sector. It is possible to combine flights on Airline Partners to make a round trip journey of up to a maximum of 8 sectors.

G.5.8 Except to the extent expressly stated otherwise on the Website or notified in relation to your booking, Members will be liable for all taxes fees and other charges associated with Reward travel on Airline Partners, including without limitation, airport departure tax, customs fines, immigration fees, airport charges, customer user fees, carrier imposed charge, fuel surcharges, agricultural inspection fees, security and insurance surcharges or other incidental fees or taxes charged by any person or relevant authority or body. If required to do so, we will provide any relevant fiscal authorities with full details of any persons in receipt of Rewards. Any liabilities that arise as a result of the submission of these details, or from a direct notification by a Member, shall be the personal liability of the Member concerned and shall not be borne or paid by us.

G.5.9 Taxes and/or charges change constantly and can be put in place or altered after we have issued your ticket. If they change or if a new tax, fee, charge or security charge is put in place after we have issued your ticket, unless you have booked a Package, you will have to pay any increase. Similarly, if any taxes and/or charges you pay us when we issue your ticket are then abolished or reduced, you will be entitled to claim a refund from us. If you have booked a package, Section G.2.1 will apply.

G.5.10 Reward tickets are subject to IATA fare construction rules. Travel itineraries for Reward bookings may start and end at different airports within the same country, or in different countries, provided the two airports are in the same zone. Outbound journeys may terminate at a different airport to the airport where the return journey starts provided the two airports are within the same zone. Rewards or cash bookings for travel on Airline Partner flights or Partner bookings are subject to the relevant terms and conditions of the Airline Partner or Partner.

G.5.11 All Reward travel must be completed within 12 months of the original date of ticket issue.

G.5.12 A £15 per person booking fee will be applied to any stand alone flight booking, which could’ve been made online.

G.5.13 Changes to bookings for Reward travel on flights operated by Airline Partners are permitted via our Customer Services Department only in respect of date, time, class and service. Such changes may only be made by the Member or an individual nominated in accordance with Section B.4.6. If more than one price option is available for a flight, it is not possible to change the price option chosen by a Member after a booking has been made. All permitted changes are subject to capacity limitations and may not be made after the time 24 hours prior to the scheduled departure of the first flight in the Reward travel itinerary. Unless otherwise stated a per person fee of £35 will be payable for each permitted change. For the avoidance of doubt, name changes are not permitted.

G.5.14 The route applicable to a Reward travel booking may be changed provided that the new route selected would, as at the date the change is requested, require the redemption of the same amount of Points and/or cash as was redeemed in making the original booking. Route changes are only permitted for Reward travel bookings which (other than for the payment of taxes, fees and charges) are purchased using Points only.

G.5.15 Unless otherwise stated a per person fee of £35 will be charged if bookings for Reward travel on Airline Partners are cancelled by the Member prior to departure. Provided a cancellation is made more than 24 hours prior to the scheduled departure of the first flight in the Reward itinerary the Points charged for the Reward will be re-credited to the Member's account.

G.5.16 If flight bookings for Reward travel are cancelled by the Member within 24 hours of departure, Points in respect of the Reward will not be re-credited to the Member. In the event you are prevented from travelling by an Event Beyond Your Control we will refund your Points provided you have an unused Reward, have informed us promptly and provided evidence of the Event Beyond Your Control and paid the applicable £35 per person fee.

G.5.17 Failure to utilise a Reward flight i.e. "no show", will result in the airline's cancellation of any onward or return reservations and Points cannot be re-credited.

Hotel and Car Hire Bookings

G.6.1 Your accommodation price (if any) includes any Government taxes and compulsory service charges for hotels (unless otherwise stated) and other services bought for you.

G.6.2 Triple room rates can apply to either a full size triple room, designed to take three single beds, or to a twin/double room with an extra rollaway bed.

G.6.3 Hotel and apartment facilities, such as sports and leisure equipment, are not included unless otherwise stated in the hotel / apartment description.

G.6.4 Check-in at most hotels is around 2pm, with check-out by 11am, but this can vary by hotel, time of year and country. The price you pay us for a nights accommodation reflects the standard check-in and check-out times confirmed to you upon arrival at the hotel or apartment. Once at the hotel or apartment, should you wish to check-in earlier or check-out later, you may be able to do this for a charge payable locally, subject to availability. If you wish to guarantee an earlier arrival or later departure, we suggest you pre-book an extra night with us before you travel. Most hotels and apartments will allow you to leave your luggage in reception or their luggage room should you not have access to your room.

G.6.5 Car rental prices are total prices per car and are based on the booked dates and the duration of the rental period. For car rental inclusions and exclusions in the price we quote, please refer to relevant pages on the Website for full details when booking, or your voucher. We draw your attention to this as there are specific requirements for car rental that will vary depending on the country in which you rent your car, such as minimum or maximum ages you need to be in order to drive and any excesses that may be applicable. You will be asked to acknowledge these at time of booking, and thereby are deemed to have read and agreed to them.

G.6.6 Charges for booking extra nights' accommodation or extra days' car rental after your arrival will be at the rate advertised by the hotel or car rental supplier. You cannot change or add additional days to experiences. Any new bookings will be charged at the rate as advised at the time of booking.

G.6.7 A hotel's definition of a 'child' can and does vary, but is always advised at the time of booking. Unless otherwise specified, child prices where included are based on one or two children (using existing bedding or a rollaway or sofa bed) sharing a room with two adults. Child prices do not apply to single, triple or quad rooms, except where it is specifically stated that a family offer applies. Available room occupancy options and prices are determined at the time of booking based on the child ages you provide us with. If a rollaway is used to accommodate the child, a charge may be made locally. Child prices include the same meal basis as the accompanying adults, except where children stay free of charge, in which case no meals are included in the price (unless stated otherwise).

G.6.8 Infants under 2 years are generally accepted free in hotels, however not all room types are large enough to accommodate an infant's cot. Cots must be requested at the time of booking, and some hotels may charge a fee payable locally. We will advise the supplier of your requirements for a cot, but this request cannot be guaranteed. If we are advised by the supplier before you depart this request cannot be confirmed, we will advise you. Otherwise you will need to check when you arrive. In these circumstances, we strongly advise you to make your own arrangements.

G.6.9 Unless otherwise stated if you have a standalone hotel, car hire or ancillary booking a per product fee of £35 for each change made will be charged in addition to any fees levied by the Partner. Changes are not permitted inside 72 hours of travelling. Some hoteliers and ancillary providers may not allow amendments, in which case you will be required to cancel (subject to clause G.6.10 below) and re-book.

G.6.10 Unless specified otherwise if you cancel your hotel, car-hire or ancillary booking we will charge you a per product fee of £35 in addition to the fees set out below,

Period Before your departure date Percentage of refund
15 or more days 100% refund
14 to 8 days 75% refund
7 to 4 days 50% refund
Up to 3 days 0% refund

G.6.11 Some of our hotels may have different cancellations terms to those given above. We will tell you if this applies to you when you make your booking and at this time you will be advised of the cancellation policy.

Booking a Reward on Eurostar

G.7.1 Eurostar bookings are subject to availability,

G.7.2 Eurostar conditions of carriage apply.

G.7.3 Additional fees may apply to Eurostar’s Disney Express service.

G.7.4 All Eurostar bookings are for return journeys only, one way tickets are not available.

G.7.5 Eurostar bookings can only be made via the Avios Service centre. Lines open Monday-Friday 8am-8pm, Saturday 9am-5pm and Sunday 10am-4pm. Calls cost 7p per minute, plus your phone company’s access charge. Mobile and other providers may vary. Please note: calls may be recorded for quality and training purposes.

G.7.6 Changes are not permitted on Eurostar bookings

G.7.7 Cancellations will incur a £35 cancellation fee in addition to any fees levied by Eurostar

Third Party Tour Operator Bookings

G.8.1 Any booking you make with us for another tour operator’s package or booking (which is agreed in line with these Terms and Conditions) will be a legal agreement between you and the tour operator, carrier, transport operator or hotel. We act as an agent only and will not be responsible for providing your holiday. The tour operator’s, carrier’s, transport operator’s or hotel’s terms and conditions will apply to all bookings you make. You must agree to those terms and conditions before you make a booking.

G.8.2 Age restrictions depend on the tour operator.

G.8.3 When you book, you may want to make a special request on your booking (for example, if you would like a particular view, a non-smoking room or a room with a bath). We will give these requests to the tour operator, carrier or hotel for you. However, please bear in mind that these may not be available from the tour operators, carriers or hotels unless your tour operator confirms in writing that these are available. There may be an additional charge for such requests.

G.8.4 Unless otherwise stated when you make your booking, we will ask you to pay a deposit. The due date of the final balance of your holiday will be advised to you at the time of booking – for your convenience we will automatically debit the credit or debit card used when you made your booking. If you fail to make full payment on the date your balance is due, we will cancel your booking and you will have to pay the cancellation charges, in line with the supplier’s terms and conditions.

G.8.5 We normally send you your travel documents 10 days before your date of departure. If you do not receive your travel documents 7 days before you travel, please phone us on 0344 49 333 49. If you have booked close to the departure date, often we cannot send you your travel documents by post in time. Instead, you can collect them from the appropriate tour operator’s ticket desk at the airport. You may have to pay a charge for collecting your travel documents depending on the tour operator. We will tell you whether this applies at the time you book. You will need the tour operator’s booking reference, which will be on your written confirmation.

G.8.6 We are a Member of ABTA. ABTA and ABTA Members help holidaymakers to get the most from their travel and assist when things don’t go according to plan. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. Many of the travel arrangements that we sell are protected in case of the financial failure of the travel company. Please ask us about the protection that applies to your booking. For more information on ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact ABTA, 30 Park Street, London SE1 9EQ, tel 020 3117 0500 www.abta.com

G.8.7 We will deal with requests to change a booking in line with the tour operator’s, or supplier’s, terms and conditions. We cannot guarantee that we can change your booking. Any passenger named on the booking may request amendments but only the lead passenger may cancel a booking. If we can change your booking, you will normally have to pay a charge to the tour operator in addition to a per product charge payable to us as indicated on the Website.

G.8.8 Once you have booked a tour operator package, you can cancel it as long as you pay a cancellation charge. These charges are set by the tour operators in line with their booking conditions, which govern the contract. You will also be charged a fee of £35. Most cancellation charges are based on a sliding scale, with a percentage of the holiday cost paid in cancellation fees. This scale rises the closer to the date of departure the holiday is cancelled. If you want to cancel, you must do so in writing to:
AVIOS Customer Service Department
Pacific House
210 Birchwood Boulevard
Birchwood
Warrington WA3 7WE.
Fax: 0870 607 3750

G.8.9 This must be done as soon as possible by the person in whose name the booking was made. When doing so, please quote your holiday reference number, name and departure date. Any cancellation charges may be covered by any travel insurance you may have bought – please check your policy for more information.

Booking a Reward for an Attraction

G.9.1 Vouchers are valid on days that the participating attractions are open, Vouchers may not be valid during special events, please check opening times and dates directly with the attraction.

G.9.2 Please be aware of any expiry dates, which are printed on the front of Reward vouchers. You cannot use Reward vouchers after the expiry dates. We cannot refund Reward vouchers if you do not use them or if they are lost, damaged or stolen.

G.9.3 We cannot guarantee availability. Opening dates, times and other conditions of use are at the discretion of the participating attractions

G.9.4 You are bound by the terms and conditions of the supplier of your chosen attraction and we act as agent only.

G.9.5 Use of your attraction voucher cannot be combined with any other offer. Where the voucher entitles you to a discount, this applies to full published tariffs only.

G.9.6 Vouchers cannot be exchanged, refunded sold or otherwise transferred for value

G.9.7 You are advised to check restrictions on medical conditions, age and height and may prevail over the use of attractions, and if they may apply to you. For certain attractions persons under the age of 18 must be accompanied by an adult and in some circumstances may not be able to purchase the product unless they are aged 18 or over

Booking Reward Flight Saver

G.10.1 The Reward Flight Saver "RFS" is available to Members who have earned at least one Point in the 12 months prior to booking a flight under the RFS “Regular Collector”. The RFS entitles Regular Collectors making a reward booking (including an Avios & Money booking) to pay a cash price (currently £35 in economy) in respect of taxes, fees and Carrier charges on a qualifying flight, (the “RFS Cash Price”), in place of the actual taxes, fees and Carrier charges applicable to the booking.

G.10.2 The RFS is subject to the Avios Terms and Conditions

G.10.3 RFS is available on BA and on BA franchise flights (in any cabin class). RFS is not available on any BA codeshare or partner flights.

G.10.4 RFS is only available on flights within Zones 1-3. The usual taxes, fees and Carrier charges will apply to flights outside Zones 1-3.

G.10.5 For a booking to be eligible for RFS, all the flight sectors in the booking must be eligible. Bookings with connecting flights to destinations outside of Zone 3 are not eligible for RFS and the usual taxes, fees and Carrier charges will apply.

G.10.6 The RFS Cash Price payable is based on a booking for a return flight, and for one-way flights will be 50% of the stated RFS Cash Price.

G.10.7 Journeys with connecting flights within zones 1-3 will be charged two RFS Cash Prices, plus the Points applicable for each sector.

G.10.8 The RFS Cash Price payable may vary according to the cabin class, and operating carrier. It will be clearly displayed on the booking page.

G.10.9 In the unlikely event that the RFS Cash Price is higher than the applicable taxes, fees and Carrier charges on a booking, the Regular Collector will pay the actual taxes, fees and Carrier charges applicable to the booking.

G.10.10 We reserve the right to alter the applicable RFS Cash Price at any time (but this will not apply to bookings already made before change).

G.10.11 Changes to RFS bookings are subject to the change rules contained in Part G of these terms and conditions. Date and time changes for RFS bookings are permitted for a fee, as stated on the Website, but name changes are not permitted. Where the RFS flight is cancelled by the Regular Collector more than 24 hours prior to outbound departure, the RFS Cash Price and the Points (or, in the case of Avios & Money bookings, the RFS Cash Price, the Points & the cash) are refundable, for a fee, as stated on avios.com. The actual taxes, fees and Carrier charges applicable to a RFS booking are not refundable to the Regular Collector, unless the Regular Collector paid the actual taxes, fees and Carrier charges. No refunds are available for cancellations within 24 hours of the departure time.

G.10.12 The RFS may not be used in conjunction with Avios for Upgrade; or any other promotions or offers, except any credit card companion vouchers, which may be used with the RFS

Spending Points on Wine

G.11.1 Wine purchases are open to Eligible Participants only. An Eligible Participant is any person resident in the United Kingdom aged 18 years or over who is a Member. By purchasing wine with Points, Eligible Participants confirm that they have accepted the terms and conditions set out below.

G.11.2 All products are supplied and distributed by Direct Wines Limited, trading as Laithwaites Wine (Company Number 01095091), and are subject to Laithwaites Wine standard terms and conditions.

G.11.3 Laithwaites Wine will validate name, address, age and other personal information supplied by you during the order process against appropriate third party databases. Age verification may also be requested at the time of delivery.

G.11.4 Once ordered your wine will be delivered free of charge to your nominated address and should arrive within 14 days. If you have not received your order within 14 days, please contact Laithwaites Wine directly on +44 (0) 330 142 761

G.11.5 In the unlikely event of a wine, beer or champagne becoming unavailable, Laithwaites Wine reserves the right to supply a substitute of similar style and of equal or greater value.

G.11.6 You have the right to cancel contracts for beer or wine cases within 14 days without giving any reason provided all bottles are unopened and intact. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. To exercise the right to cancel, you must inform Avios Customer Services Department, Pacific House, 210 Birchwood Boulevard, Birchwood, Warrington WA3 7WE or Customerservice@avios.com of your decision to cancel this contract by a clear statement (e.g letter sent by post or email) You may use the cancellation form available under our terms and conditions on the website but this is not obligatory. If you cancel, we will reimburse to you all payment received from you. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is as a result of unnecessary handling by you. We will make the reimbursement without undue delay, and not later than
(a) 14 days after the day we receive back from you the goods supplied, or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
(c) if there were no goods supplied, 14 days after the day on which we were informed about your decision to cancel this contract. You shall send back the goods to "Laithwaites Wine Customer Service, New Aquitaine House, Exeter Way, Theale, Reading, Berkshire, RG7 4PL without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the 14 days has expired. You will have to bear the cost of returning the goods.
To: Avios Customer Services Department, Pacific House, 210 Birchwood Boulevard, Birchwood, Warrington WA3 7WE
Email Customerservice@avios.com
I/We hereby give notice that I/We {*} cancel my/our [*] contract of sale of the following goods [*}
Ordered on [*}/received on [*}
Customer Name
Customer Address
Signature of Customer
Date
 

G.11.7 Wines purchased from Laithwaites Wine are for the customer's own use only (which may include their use as gifts for third parties). Wines may not be re-sold or otherwise used for commercial purposes.

Buying Points for yourself “Purchase Avios”

G.12.1 Except as otherwise specified in these Terms and Conditions any capitalised terms will have the meanings given to them in the Scheme Terms and Conditions

G.12.2 The Purchaser can purchase a maximum of 100,000 Points in any one calendar year.

G.12.3 Points can only be purchased in multiples of 1,000 up to 35,000 Points and thereafter multiples of 5,000 Points.

G.12.4 In normal circumstances Points will be available to use immediately but it could take up to 3 working days for Points to appear on your account.

G.12.5 Points can only be purchased online only at the Website using the Buy Avios Application Form.

G.12.6 The Purchaser must be a member of the Scheme and aged 18 or over, members whose accounts have expired will not be able to purchase Points.

G.12.7 Purchasing Points will be considered as collecting Points and will reset the 36 month expiry rule as advised in the Avios Terms and Conditions.

G.12.8 You have the right to cancel contracts for the purchase of Points within 14 days without giving any reason provided the Points have not been used. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than you acquires the Points. To exercise the right to cancel, you must inform Avios Customer Services Department, Pacific House, 210 Birchwood Boulevard, Birchwood, Warrington WA3 7WE or customerservice@avios.com of your decision to cancel this contract by a clear statement (e.g letter sent by post or email) You may use the cancellation form below but this is not obligatory. If you cancel, we will reimburse to you all payment received from you. We will make the reimbursement without undue delay, and not later than 14 days after the day on which we were informed about your decision to cancel this contract.

 

To: Avios Group (AGL) Limited, Astral Towers, Betts Way, London Road, Crawley West Sussex RH10 9XY
Email customer service@avios.com
I/We hereby give notice that I/We {*} cancel my/our [*] contract of sale of the following goods [*}
Ordered on [*}/received on [*}
Customer Name
Customer Address
Signature of Customer
Date

G.12.9 Points which are subsequently refunded will not constitute activity for the purposes of the 36 month expiry rule.

G.12.10 In the case of fraud or misconduct Avios Group (AGL) Ltd reserves the right at any time in its absolute discretion to terminate the membership of any member and may cancel all accrued and accruing Points of the member and any Reward booking.

Buying Points as a gift “Gift Avios”

G.13.1 Except as otherwise specified in these Terms and Conditions any capitalised terms will have the meanings given to them in the Scheme Terms and Conditions

G.13.2 The Purchaser of a Gift can purchase a maximum of 100,000 Points as a gift for any number of Members, in any one calendar year. Members may not buy Points as a Gift to their own account.

G.13.3 A Gift Recipient of purchased Points can only receive a maximum of 100,000 Points in any one calendar year in aggregate, irrespective of the number of Purchasers.

G.13.4 In normal circumstances the recipient will be able to use Points immediately but it could take up to 3 working days of the transaction for the Points to show on the account.

G.13.5 Points can only be purchased in multiples of 1,000 up to 35,000 and thereafter multiples of 5,000 Points.

G.13.6 The Purchaser can only purchase Points for one Recipient per transaction

G.13.7 Points can only be purchased online only at www.avios.com using the Gift Avios Application Form.

G.13.8 In order to buy Points as a gift, the Purchaser will need to know the Recipient’s full name, email address and Membership number. The Purchaser should ensure that the Recipient has not received more than 100,000 Points, including the proposed Points transaction, in that calendar year. The Purchaser and Recipient will receive an email once the purchase is complete.

G.13.9 Both the Purchaser and Recipient must be members of the Scheme and aged 18 or over, Points may not be purchased for a Member whose account has expired.

G.13.10 Purchasing Points will reset the 36 month Points expiry rule for the recipient, as set out in the Scheme Terms and Conditions.

G.13.11 You have the right to cancel contracts for the purchase of Points within 14 days without giving any reason provided the Points have not been used. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than you acquires the Points. To exercise the right to cancel, you must inform Avios Customer Services Department, Pacific House, 210 Birchwood Boulevard, Birchwood, Warrington WA3 7WE or customerservice@avios.com of your decision to cancel this contract by a clear statement (e.g letter sent by post or email) You may use the cancellation form below but this is not obligatory. If you cancel, we will reimburse to you all payment received from you. We will make the reimbursement without undue delay, and not later than 14 days after the day on which we were informed about your decision to cancel this contract.
To: Avios Group (AGL) Limited, Astral Towers, Betts Way, London Road, Crawley West Sussex RH10 9XY
Email customer service@avios.com
I/We hereby give notice that I/We {*} cancel my/our [*] contract of sale of the following goods [*}
Ordered on [*}/received on [*}
Customer Name
Customer Address
Signature of Customer
Date

G.13.12 Points which are subsequently refunded will not constitute activity for the purposes of the 36 month expiry rule.

G.13.13 The Purchaser must not demand and the Recipient must not offer any value or value in kind for Points. Such activity or any other use of Points contrary to these Terms and Conditions will constitute a fundamental breach by the member of these Terms and Conditions and therefore the contract between us and the Member. In the event of such a breach, we reserve the right at any time in our absolute discretion to terminate the Membership of any member. We shall write to such Member stating their Membership is being terminated for this reason.

G.13.14 In the case of Fraud or Misconduct, we reserve the right at any time in its absolute discretion to terminate the Membership of any Member and may cancel all accrued and accruing Points of the Member and any Reward booking.

Avios for Upgrade on BA Flights

G.14.1 Except as otherwise specified in these Terms and Conditions any capitalised terms will have the meanings given to them in the Scheme Terms and Conditions

G.14.2 The upgrade is a single cabin upgrade from Euro Traveller to Club Europe, World Traveller to World Traveller Plus (where fitted on the aircraft), World Traveller to Club World (where World Traveller Plus is not fitted on the aircraft), World Traveller Plus to Club World, Club World to First (where fitted on the aircraft)

G.14.3 Avios for Upgrade is permitted on eligible BA published fares only (Fare classes are: J, C, D, R, I, W, E, T, Y, B, H)

G.14.4 Avios for Upgrade is permitted on BA operated flights only. Airline Partner and codeshare flights are excluded.

G.14.5 Points will be awarded according to the commercial ticket purchased.

G.14.6 Avios for Upgrade cannot be used in conjunction with any bookings that have already been subject to an upgrade or any other promotions/offers.

G.14.7 Standard redemption rules apply. View standard redemption rules.

G.14.8 The fare conditions for the original ticket purchased will apply, in addition to following rules specific to Avios for Upgrade. Changes to the date or time of an upgrade flight must be made at least 24 hours prior to the scheduled departure of the relevant flight.

G.14.9 Where changes are made to the date and time of an Upgrade 24 hours or more before the scheduled departure of the first flight in the reward travel itinerary a per person fee as stated on the Website and notified to you at the time of making your booking will be payable for each permitted change.

G.14.10 If cancelling a Avios for Upgrade booking, the whole journey must be cancelled. Upon the cancellations of a Avios for Upgrade booking 24 hours or more before departure of the first leg in the Award travel itinerary a per person fee as stated on the Website and notified to you at the time of making your booking will be payable and all Points will be re-credited to the Member's account and Taxes Fees and Charges will be refunded. Upon the cancellations of a Avios for Upgrade booking less than 24 hours before departure of the first leg in the Award travel itinerary Points in respect of the Upgrade will not be re-credited to the Member.

G.14.11 Members are responsible for paying additional taxes, fees, charges and surcharges.

G.14.12 Where a member is part of a Household Account, a member can only make an Avios for Upgrade booking for another member of the Household Account

Combine my Avios – Terms and Conditions

G.15.1 Combine my Avios (“CMA”) allows you to redeem Points held under one of the Iberia Plus, BA Executive Club or Avios Schemes (the “Programmes”) and to be issued with an equivalent number of Points under one of the other Programmes.

G.15.2 CMA is hosted by Avios Group (AGL) Limited

G.15.3 Once Avios have been transferred to a Programme they are subject to the Terms and Conditions of that Programme as applicable at the date of transfer. In the event of any dispute as to the entitlement to the Points originally issued to a Member the Terms and Conditions of the Scheme under which Points were issued shall apply.

G.15.4 A Member may only move Points between accounts under the following conditions:

  • The Member must be 18 years or over, have an active account and not be under audit.
  • The accounts must be registered to the same individual under each of the Programmes.
  • Members must ensure both Programmes are holding accurate and up to date Member details including a valid date of birth and email address to assist with validation. For example, in the event of a change of name use of CMA will be refused until both Programmes have received proof of the change.

     

G.15.5 Members of a Household Account under the Programmes may not use CMA other than (a) from a BA Executive Club Household Account to an individual account under the Avios Programme or the Iberia Plus Programme and (b) from the individual account under the Avios Programme to a Household Account under the BA Executive Programme. Any other Household account transaction will not be permitted under CMA.

G.15.6 Points can be moved between Programmes using CMA online or if this service is unavailable by calling your local customer service centre. In order to move Points using CMA, you will be required to answer security questions in relation to your Membership of each Programme. Should you not satisfy the authentication checks we reserve the right to deny access to the CMA facility.

G.15.7 By using CMA you authorise that your Personal Data will be passed between the Programmes and the companies operating the Programmes in order to fulfil and track the transaction and in relation to any need to subsequently audit the transaction. The policy on data protection of each Programme is available in the relevant Terms and Conditions.

G.15.8 Only the Member may request to transfer Points using CMA. Members should not share Membership numbers and passwords in order to allow an unauthorised third party to use CMA. We cannot be held responsible for any fraudulent use of Points in the event of the Member allowing a third party access to his or her account

G.15.9 There is no limit to the number of Points that a Member may move.

G.15.10 CMA cannot be used to transfer to or from the Iberia Plus Programme within 90 days of joining the Iberia Plus Programme.

G.15.11 Points moved using CMA will usually be shown against the specified account immediately and will usually be available for use immediately. However occasionally the transaction may take longer to show and until shown the Points will not be available for use. You will receive an email from each Programme to the registered email address to confirm you have initiated the transfer of your Points from one Programme to another Programme.

G.15.12 Moving Points using CMA will not count as earning or redeeming Points and will not prevent the expiry of your Points balance under the Programmes Terms and Conditions.

G.15.13 We reserve the right to stop, suspend or limit CMA at any time without notice. We may refuse to allow use of CMA by any Member in relation to any or all transactions at our discretion.

Using Points as part-payment for a cash flight on BA.com

G.16.1 Members can use their Avios to pay for part of the total price of selected BA & American Airlines flight bookings made on ba.com.

G.16.2 Bookings made with this payment option will be subject to the standard fare rules associated with the fare purchased.

G.16.3 Points can be used to pay for bookings made on ba.com or by calling a BA Contact Centre.

G.16.4 The entire booking must be eligible for Avios part payment for it to be applied to the booking.

G.16.5 The Avios payment rates are defined in a fixed set of currencies. If more than one Points payment option is available, it is not possible to change the price option chosen once a booking has been made.

G.16.6 The Points payable will depend on the cabin class, route selected and the number of people on the booking, this will be clearly displayed on the booking page.

G.16.7 BA reserves the right to alter the applicable Avios payment rates at any time (but this will not apply to bookings already made before change).

G.16.8 When a Member makes a booking using Points, the Member must make the relevant payment for the ticket. The Points will be debited from the booker’s Executive Club account, for each passenger on the booking.

G.16.9 The Points to be accrued by each Executive Club Member on any booking made using Avios part payment will be clearly displayed on the booking page. The Points and Tier Points to be accrued by each Executive Club Member on the booking will be in line with the commercial ticket purchased.

G.16.10 When Points have been used as part payment, the Points will be refundable only where the fare is refundable. Partial refunds of fare and surcharges will be credited to your Avios account up to the value of the original part payment, with any remainder credited to your original method of payment together with government taxes.

G.16.11 In the case of a household account, current redemption rules apply regarding the debiting of Points across the accounts of the household members. However, Members of a household account can make Avios part-payment bookings for people outside of the household account.

G.16.12 Avios part payment may not be used in conjunction with any other promotional offers, unless expressly stated otherwise.

G.16.13 If you wish to change a flight booking where you have used Points to obtain a discount on a cash fare, the published fare rules applicable to that booking will apply in addition to the £35 per person change fee.

G.16.14 If you wish to cancel a flight booking where you have used Points to obtain a discount on a cash fare, the published fare rules applicable to that booking will apply in addition to the £35 per person change fee. If you are due a refund any Points paid will be refunded first followed by the cash paid.

Household Accounts

G.17.1 All members of the Household account must reside at the same address in the UK, Isle of Man or the Channel Islands.

G.17.2 Members must provide one e-mail address and telephone number for all correspondence related to the Household account.

G.17.3 All Points on the individual accounts and any further Points earned will be pooled into one account.

G.17.4 Members of the joint account may use the Avios without gaining consent from the other members.

G.17.5 Documentation, including ticket and itinerary information on any confirmed bookings, will be addressed to the Household account name.

G.17.6 E-tickets and electronic itinerary confirmation documents will be sent to the household email address.

G.17.7 Communications will be sent to the Household account or individuals as appropriate.

G.17.8 The Household account may be closed, a member of the Household account removed or additional members added to the Household account by completing the ‘Household account closure/remove a member’ and ‘add a member’ forms that can be found online at: www.avios.com/gb/en_gb/my-account/household-accounts. All members of the Household account must sign the form before sending to Avios, Customer Accounts, PO Box 90, Birchwood, Warrington, WA3 7WE.www.avios.com using the Gift Avios Application Form.

G.17.9 If a member of the Household account decides to revert back to an individual account, the Points will be distributed evenly among all parties of the Household account unless agreed otherwise by all parties. A ‘remove members’ form must be completed by the individual wishing to leave the account, or all members of the Household account, if the Points are not being distributed evenly.

G.17.10 Household accounts completed online are available for use straight away

G.17.11 For Household accounts completed via our Customer Contact Centre please allow 7 working days from receipt of the form.