Frequently asked questions
Q: What is Heathrow Rewards?
A: Heathrow Rewards is the new name for WorldPoints, Heathrow's loyalty programme There is a new card but the way you collect and redeem points remains largely the same.
Q: I am a WorldPoints member, will I automatically get a new Heathrow Rewards card?
A: Most members will receive a new card in the post. Members who have not used their WorldPoints card for some time will not automatically get a new card, but they can request one through the website. Please check we have your correct address details before ordering a new card.
Q: Can I continue to use my WorldPoints card?
A: You may continue to use your WorldPoints card until you've received your new Heathrow Rewards card.
Q: What happens to the points I have already collected?
A: You will not lose any points you have collected. You can view your account details on line at heathrow.com/rewards
Q: Are there any membership fees?
A: No. Heathrow Rewards is absolutely free.
Q: How do I collect points at the airport?
A: Present your Heathrow Rewards card before every transaction at Heathrow outlets
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 Airport at heathrowairport.com.
Q: Is there a minimum spend to collect points?
A: Transactions must be for £1 or over to qualify for points
Q: How long are my points valid for?
A: Points are valid for 3 years from the date of your last transaction. So if you keep using your card for transactions, your points will never expire.
Q: Are my points transferable?
A: You can transfer your Heathrow Rewards points to another members 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 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 points on the transaction when I am using my points to get a discount on a car parking or Heathrow Express booking?
Q: Can I collect points on Heathrow Concierge/Chauffeur Drive bookings?
A: Not at present
Q: I reserved my shopping in advance on the Reserve & Collect/Heathrow Boutique website, will my points be added automatically?
A: No, you will still need to present your 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 after the car park has been used. 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 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 firstname.lastname@example.org
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 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.
The new Heathrow Rewards card
Q: Why is the card number on my new card different from my old card?
A: You may have previously had two accounts, therefore your accounts have been merged to the primary card number. Your points on both cards have been merged.
Q: Why haven't I received a new card in the post?
A: We have sent new cards to members who have transacted in the last 12 months. You can request a new card through the website. Please check we have the correct address for you.
Apple Wallet / Virtual loyalty card
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.
Q: How do I get a virtual card?
A: You will be offered a virtual card in the monthly emails and we are currently updating our system to accommodate these requests on the website.
Q: Does it only work on Apple Devices?
A: Wallet is only available on Apple devices with iOS 6+.
Rewards and redemption
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 points. Then simply follow the instructions.
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 Airport 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' and select the reward of your choice and then enter your FFP 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 FFP 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 points into miles/points for someone else's FFP account?
A: No, it must be into an account with your own name. This is a condition of the partner programme.
Q: What is Instant Rewards?
A: Instant Rewards is the new alternative to paper vouchers. At participating outlets simply present your card at 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
Plaza Premium Lounges
World of Whiskies
Q: How many points do I need for Instant Rewards?
A: Instant Rewards can be redeemed in increments of 500 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 points on the same day I have collected them?
A: No, you can only redeem 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 points balance before you travel so you know how many Instant Rewards you can redeem in-store. The cashier will also confirm the maximum value of the reward you can redeem at point of purchase.
Q: What happens if I don't have enough 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 other forms of payment.
Q: Can I still use paper vouchers at participating outlets?
Q: Can I use a combination of paper vouchers and Instant Rewards?
Q: Can I use the virtual Wallet version of my Heathrow Rewards card?
Q: Can I still use my old WorldPoints card?
A: Yes, if you have yet to receive a new Heathrow Rewards card, your old WorldPoints card with the same account number can be used.
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.
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 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 Heathrow via Twitter.
Prize draws and competitions
Q: What are the requirements to participate in prize draws and competitions?
A: Heathrow Rewards prize draws and competitions are open to all registered members.
Q: How to I collect points on car parking?
A: Collecting at car parks:
For the majority of our car parks, you can insert your Heathrow Rewards card into the payment machines or exit barriers when making a payment.
- Insert ticket
- Insert Heathrow Rewards card
- Insert payment
Please note that it is not currently possible to collect Heathrow Rewards when you enter and exit the car park by debit or credit card without a ticket.
Pre-booked parking: Only parking pre-booked with Heathrow official car parks will qualify for points, please ensure you enter your Heathrow Rewards card number with your personal details on the booking form. Please note Heathrow Rewards are awarded within 10 days of entering the car park.
Q: How to redeem my rewards on car parking?
A: Login to your account, click on ‘Order my rewards' then select the L10 pre-booked car parking and follow the instructions.
Q: Can I collect Heathrow Rewards points at Purple Parking?
A: No. Purple Parking is not one of Heathrow&'s official car parks.