Terms and conditions ("the Terms")
Updated May 2016
1. CONDITIONS OF MEMBERSHIP
Any reference in these Terms to "you" or "your" shall be construed as a reference to a valid member of the Programme in accordance with these Terms ("Member") and any reference to "us", "our", or "we" shall be construed as a reference to Heathrow Airport Limited ("Heathrow"). The Heathrow Airport Limited Heathrow Rewards programme ("the Programme") is only available to individual Members who have registered online and who provide a valid individual email address. You will be able to access your account online at www.heathrow.com/rewards using the password chosen at the time of registration. Persons under eighteen (18) years are not entitled to participate in the Programme. Only one account per Member is permitted. Household accounts are not permitted. You are required to update any changes to your account details immediately online at www.heathrow.com/rewards or by calling Customer Services on 0500 844 844 (UK). Lines are open Mon-Fri, 9am-5pm excluding English Bank Holidays.
2. EMAIL COMMUNICATION
You must provide us with a valid individual email address. This email address will be used to communicate important information about your account. If you do not wish to receive emails from us, you may unsubscribe from the Programme using the link at the bottom of each email. Should you unsubscribe from Heathrow Rewards emails, you are then responsible for checking for any Programme updates by logging into your account online at www.heathrow.com/rewards on a regular basis.
3. COLLECTION OF POINTS
3.1 Heathrow Rewards points ("Points") will be issued to you in respect of purchase transactions at participating outlets at Heathrow Airport for qualifying expenditure (see Clause 4 below) ("Transactions"). Points may only be collected in relation to Transactions which are entered into by the individual Member. You are not permitted to collect Points on Transactions entered into by any other person, including but not limited to family members, friends, acquaintances or business colleagues. You are not entitled to claim or collect Points on Transactions entered into prior to the date you registered to join the Programme.
3.2 You must present your Heathrow Rewards card (which may take the form of a physical card or a virtual card issued by us or on our behalf) at the time of Transaction. In the event that:
(a) the Heathrow Rewards machine is not working in the relevant outlet at the time of Transaction; or
(b) you forget to present your card at the time of Transaction,
we may, as a discretionary gesture of goodwill, credit Points if you are able to send to Heathrow Rewards Customer Services department (details of which are available at www.heathrow.com/rewards) receipts for qualifying expenditure, provided that you may only submit a maximum of ten (10) receipts per calendar year in this manner. In respect of receipts submitted in circumstances where subsection (b) applies, such receipt(s) must be in good condition and not more than three (3) months old as at the date we receive such receipts. We reserve the right at our sole discretion to decline to credit Points for Transactions in this manner if we have reasonable grounds for believing that one or more of the claims being submitted is either fraudulent or not in compliance with these Terms and in all circumstances our decision shall be final.
3.3 Collecting points on Official Heathrow Parking: Please note that some Heathrow car parking payment machines may not have a Heathrow Rewards swipe facility, and in such circumstances, you should go to a Heathrow parking kiosk, pay or provide a receipt and present a valid Heathrow Rewards card. Points cannot be awarded to an account automatically if you have entered and exited the Heathrow car park with a credit/debit card only and without a paper ticket. If you have entered and exited the Heathrow car park in this way, you must send your parking receipt to the Heathrow Rewards Customer Services for Points to be awarded. We reserve the right at our sole discretion to decline to credit Points for Transactions in this manner if we have reasonable grounds for believing that one or more of the claims being submitted is either fraudulent or not in compliance with these Terms and in all circumstances our decision shall be final. For pre-booked car parking, only parking booked directly with Official Heathrow Parking qualifies for Points.
3.4 Collecting points on Heathrow Express: Go to www.heathrowexpress.com to book your tickets and enter your Heathrow Rewards card number on the online booking form. Points cannot be collected on Heathrow Express tickets purchased at ticket offices or kiosks, on the train or by any other means.
3.5 We shall be entitled at any time to cancel Points awarded if the relevant products to which such award relates are returned or the Transaction is cancelled for any reason and a refund of the purchase price is given or if the relevant products are exchanged for other products, unless such exchange is for products with an equivalent Points value. Where the relevant products are exchanged for products of a lower Points value we shall be entitled to cancel the difference in value balance of Points between those originally collected and those collected in respect of the replacement products.
4. AWARD OF POINTS
4.1 Points will be awarded at the following rate in the following outlets: 1 Point per £1 spent in participating retailers, bars and restaurants, car rental, travel agencies and Official Heathrow Parking facilities and 1 Point per £10 exchanged at Bureaux de change. Points collected as detailed above are ‘standard' Points. The minimum spend per Transaction in order to qualify for earning Point(s) is one pound (£1). You will not be awarded Points for expenditure in the following outlets: betting shops, Post Offices, vending and gaming machines, petrol stations, Regus Business Lounges, Louis Vuitton, temporary retailers/services; or for Transactions in relation to the following: lottery tickets, tobacco products, medicine, prescription items, infant formula, the retailer's own pre-paid gift vouchers, postage stamps, Pay as You Go Internet access, or flights and/or hotels booked at www.heathrow.com or for Transactions paid for using Boots Advantage Card points. We reserve the right to change outlets or exclude products from time to time. Participating outlets may also change from time to time.
4.2 Loyalty Bonuses
Where, during any given calendar year from 01 January to 31 December:
(a) you achieve 250 standard Points, in accordance with Clause 4.1 above, we will award you with a loyalty bonus of 100 Points;
(b) you achieve 500 standard Points, in accordance with Clause 4.1 above, we will award you with a further loyalty bonus of 100 Points; or
(c) you achieve 500 standard Points, you shall earn Points at double the rates referenced in Clause 4.1 above ("Double Points") on all subsequent Transactions for the remainder of that calendar year and such duration(s) set out below. Where you have qualified for Double Points in a calendar year (the ‘First Calendar Year'), you shall continue to earn Double Points on all qualifying Transactions during the next calendar year (the ‘Second Calendar Year') irrespective of the level of standard Points actually earned during the Second Calendar Year. If you earn 500 standard Points during the Second Calendar Year, you shall continue to accrue Double Points during the next calendar year (the ‘Third Calendar Year'). If however you have not earned 500 standard Points during the Second Calendar Year (or any subsequent consecutive year), you shall revert to the Points allocation specified in Clause 4.1 above during the next subsequent year (unless you achieve 250 or 500 standard Points, in which case the above provisions shall apply). The loyalty bonuses detailed in Clauses 4.2(a) and 4.2(b) are not applicable if you are earning Double Points during any Second Calendar Year or subsequent calendar years. Double Points will not be awarded on promotion Points (per Clause 4.5) or any discretionary goodwill Points awarded.
4.3 Extra points promotions
Any applicable special terms and conditions for extra points promotions will be made available to you at the time of the promotion. Such special terms and conditions will also be available at www.heathrow.com/rewards for the duration of the promotion.
4.4 We may from time to time at our discretion (acting reasonably), vary the rate at which Points are awarded, the Points collection rate, and/or offer extra Points. This will not affect Points already awarded in respect of previous Transactions nor will it affect your statutory rights (as applicable).
4.5 We shall endeavour to award Points to your account as soon as possible, and this is generally within a twenty four (24) hour period. However, there are a small number of types of Transaction where it can take up to ten (10) days before Points show on your account. Points for eligible pre-booked Official Heathrow Parking and eligible Heathrow Express train tickets will be awarded to your account after the date of travel, not at the time of booking.
5. STATEMENTS OF ACCOUNTS
Statements of accounts will be available to you online at www.heathrow.com/rewards. Each statement will show the number of Points awarded and the cumulative total of unredeemed Points awarded during the Programme and available at that date.
6. REDEEMING POINTS AND CHANGES TO REDEMPTION REQUIREMENTS
To redeem Points against rewards, you can access your account online at www.heathrow.com/rewards and follow the instructions. Subject to below (Instant Rewards), all applications to redeem Points for rewards must be made in advance of travel or use.
You can find details of current Programme offers and rewards at www.heathrow.com/rewards and you are advised to regularly check the site for all the latest information. The Programme has special offers and vouchers from time to time. Please refer to these particular offers for additional special terms and conditions according to the particular offer/voucher.
We wish to ensure that we can always offer a variety of rewards which are attractive to Members. Accordingly, we reserve the right to alter the rewards offered to you (whether in relation to all available rewards or just to some) at any time. By way of example, we may do this where the provider of the relevant reward withdraws it, or changes the terms on which it is offered, or where take-up of the relevant reward among the Heathrow Rewards Membership is poor, and hence we may wish to introduce a different reward which is more attractive to the Membership as a whole. Where we do withdraw a reward, we shall (at our discretion) use reasonable endeavours to substitute it with a reward which is of a similar, or better, type or value for the reward which has been withdrawn, (except where the reward is being withdrawn due to poor take-up, in which case a similar alternative may not be made available). We will use reasonable endeavours to make such notice available, by appropriate means, of the withdrawal of any reward as is reasonable in the circumstances (bearing in mind that we may not receive much, or any notice from the relevant reward provider).
We also reserve the right to vary the number of Points required in exchange for rewards. If we do so, we will use reasonable endeavours to make such notice available, by appropriate means, of the change (bearing in mind that we may not receive much, or any notice from the relevant reward provider). This will not affect Points already awarded in respect of previous Transactions nor will it affect your statutory rights (if any).
In certain outlets where the "Instant Rewards" programme is available, you may be able to redeem Points instantly to take the value of your Points balance as a discount (in increments of 500 points). By using Instant Rewards you confirm that you are the correct card holder and that the card does not belong to anyone else. Instant Rewards cannot be used for the purchase of the retail outlet's own pre-paid gift vouchers or any tobacco products.
7. EXCHANGE AND TRANSFERENCE
You may transfer points to another Member's account by contacting Heathrow Rewards Customer Service. You may transfer points in this manner up to a maximum of 4 times per calendar year. Joining bonus points may not be transferred.
8. UNREDEEMED POINTS
Your points balance is valid for a period of three (3) years from the date of your last Transaction using your valid membership card. If you stop transacting using your card, your points will be automatically deleted from your account three years from the date of your last transaction. Details of Points about to expire can be viewed on your account online.
9. ACCOUNT CLOSURE
You may close your Heathrow Rewards account at any time by writing to Heathrow Rewards Customer Services, PO Box 7831, London, W1A 5QF, UK.
We reserve the right to close your Heathrow Rewards account automatically if (a) there has been no Points collection activity on transactions at all for a continuous period of fifteen (15) months, or (b) there has been no Points collection activity and no redemption of Points for a continuous period of three (3) years, or (c) you are found to have more than one Heathrow Rewards account registered in your name (in accordance with Clause 1 above), or (d) if as result of our investigations we believe the account is not being operated in accordance with these Terms. If we have a valid email address for you, we will notify you by email in advance of closing your account in accordance with this Clause 9. Former Members whose accounts have been closed pursuant to subsection (a) can request that their account is reinstated by calling Customer Services on 0500 844 844 (UK). Lines are open Mon-Fri, 9am-5pm excluding English Bank Holidays.
Where we believe that there has been a breach of these Terms or special terms and conditions of any reward, or where we have any other legitimate reason, we may refuse to process a claim, refuse to award Points, withdraw Points already awarded or close the Member's account (in accordance with Clause 9(c) above). We also reserve the right to suspend a Member's account while we carry on an investigation into potential misuse or fraud.
The Programme will continue until terminated by us and we shall provide valid Members with three months' prior written notice of such termination by email or post. Unredeemed Points will not be redeemable following termination of the Programme.
12. CHANGES TO THESE TERMS AND CONDITIONS
We reserve the right to modify these Terms at any time at our discretion (acting reasonably). We advise you to go to www.heathrow.com/rewards regularly to check for updates.
No representations or otherwise are made regarding the likelihood of a Member of the Heathrow Rewards Programme incurring any personal tax liability as a result of participation in the Programme. A personal tax liability may arise if Points are received in respect of business expenditure. You should seek independent advice if there is any doubt.
The promoter of the Programme is Heathrow Airport Limited, whose registered office is The Compass Centre, Nelson Road, Hounslow, Middlesex, TW6 2GW.
15. STATUTORY RIGHTS
Nothing in these Terms affects your statutory rights.
16. LAW AND JURISDICTION
These Terms shall be construed and governed by the laws of England and Wales and the English courts shall have exclusive jurisdiction.
Your User ID is your email address or, if you joined before 21 May 2013 and have not yet changed to email login, your card number.
Please enter your password or your 4 digit PIN if you joined before 21 May 2013.
Redeem your rewards as easily as swiping your card. Instant Rewards can be redeemed at World Duty Free, Dixons Travel, Plaza Premium Lounge in Terminal 2 and other selected outlets.
500 points = £5 reward value