Need some help? Click on the topics below to find an answer in our frequently asked questions.

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About Avios »

  • What is Avios?

    Avios are the shared reward currency used by Aer Lingus, British Airways, Flybe, Iberia, kulula.com and Meridiana.

    By collecting Avios on flights, hotels and car hire, you can enjoy flights to hundreds of destinations around the world.


  • Why should I collect with Avios?

    Your loyalty deserves to be rewarded, and with Avios we'll do just that.

    The Avios you collect can be redeemed against flights.



  • Do Avios expire?

    Your Avios won't expire as long as you're either collecting or spending with us at least once every 36 months. Have a look under the 'Collect' and 'Spend' headings on our website to see all the ways to collect or spend your Avios.


Collecting Avios »


Spending Avios »

  • What can I spend my Avios on?

    You can use your Avios to book reward flights on avios.com to anywhere that Aer Lingus, British Airways and Iberia have availability.


  • Where can my Avios take me?

    Our airlines cover routes across Europe as well as long haul flights around the world

    Search for flights


  • Can I still book with you if I don't have enough Avios?

    Of course. If you don't have enough for the full Avios price, you can use one of our Avios and money options. These let you pay some Avios and top the rest up with money. The part Avios and money options will be shown alongside the full Avios price.


  • Do I need to log in to book online?

    Yes. To book online, you need to log in to the account you'll be using to pay with, using your username and password. Unfortunately, you cannot book online using more than one Avios account to pay.


Flight Queries »

  • Which airlines can I fly with using my Avios?

    You can use your Avios to fly with Aer Lingus, British Airways and Iberia. We've partnered with these airlines to give you a great choice of airports to fly from and destinations to fly to.


  • What is my baggage allowance?

    Most Avios flight bookings include a baggage allowance. You'll find details of your baggage allowance in your travel documentation. Your documents may say '1PC', which simply means 1 piece, or 1 bag, of luggage.

    Please contact the airline you're travelling with for confirmation of your baggage allowance and dimensions, as well as for further information relating to any sporting goods, musical instruments or other special items.


  • Which terminal will I be flying from?

    This depends on which airline you're flying with. You can check the flight with the airline direct or get in touch and we'll check for you. If you already have a booking with us, your terminal will be on the documents we've sent you.


  • How much do I pay for taxes?

    The taxes, fees and carrier charges will vary depending on the particular flight you book. You can find the exact amount for your trip by searching for your flight.


  • How far in advance can I book my flights?

    Most airlines release their seats around 50 weeks before the flight. Avios seats can usually be booked at this time too. On rare occasions it may take a little longer for our allocation of seats to be assigned, so our seats would be put on sale at a later date.


  • Can I book one-way flights/complex journeys?

    Yes, you can. You can book one-way flights with all of our airlines. Just tick the 'One-way' box when you search for flights

    You can also book flights to one airport and fly back from another. To book, call us on +885 585 8264.


  • How much does a child or infant pay for a Avios flight ticket?

    Infants (under 2 years) receive a discounted rate and pay just 10% of the Avios price.Children (2-12 years) don't receive a discount on Avios prices.


  • How do I make a special flight request?

    You can make special flight requests outside 24 hours of travel. This includes dietary and seating requirements. If you're booking online you'll need to contact us on +44 1925 848770 once the booking is confirmed. If you choose to book with one of our agents, please tell them any request you have at the time of booking and they'll make them there and then.

    N.B Special requests are not guaranteed and penalties may be incurred if you need to cancel.

    If you have an accessibility requirement view our accessibility page for more information on making a booking.

    We work with you to understand your individual accessibility requirements and ensure your needs are met.


  • What happens in the event of a problem or emergency?

    We strongly recommend you take out an insurance policy. All insurance policies are different so, whichever insurance you choose, please ensure you take the policy documents with you when you travel and, if you have a medical emergency or other mishap likely to result in an insurance claim, they will explain the steps to follow. If you need to contact us while in resort, please call the Avios In-Resort Team on +44 1925 848770, they're available 24 hours a day, 7 days a week.


  • Can I book a flight for an under 18 year old travelling alone?

    This may be possible on some scheduled airlines subject to availability. We can check for you - just call us on +885 585 8264.


  • When are the peak and off-peak travel periods?

    The new peak and off-peak Avios pricing model is broadly based on the typically busy and quieter travel periods across the network. When you search for flights you'll be able to view our peak and off-peak dates for each airline.


Your booking »


Contact Us »

  • How do I contact Avios?

    Give us a call on +855 585 8264. We're open Monday to Friday, from 9am - 6pm

    Or email us


  • I'm getting an error message whilst using your website. What should I do?

    Try the steps below. These resolve most connection and compatibility errors. If you still get error messages after following these steps, please get in touch.

    • Ensure you have the latest version of your browser
    • JavaScript is enabled
    • Disable any pop-ups or advert blockers, as these can stop some parts of our website from working properly.

    If there's a major issue with our website that is affecting all users, we'll do our best to notify you via an onscreen message and/or our Facebook and Twitter channels.


  • How do I make a complaint?

    You can complete our online form by clicking here, or email us directly at help@avios.com with details of your complaint and we'll be in touch within 72 hours.


  • How soon will you reply to my complaint?

    This differs depending on the nature of your complaint and who your travel arrangements are made with. We will send you an acknowledgement of your complaint within 72 hours of us receiving it. If necessary we may need to contact the supplier for a full detailed response to any issues raised and will try to respond within 28 days. Depending on the nature of the complaint this may take longer, but we will keep you informed along the way.


  • I have a query about a booking?

    If you have a query regarding your booking please contact the airline.


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