These Terms & Conditions apply specifically to My Heathrow and Heathrow Rewards. For terms related to other Heathrow products, services, and resources, please refer to the links below:
Heathrow website general Terms & Conditions
Parking & Services Terms & Conditions
Reserve & Collect Terms & Conditions
For more information on how we process your data please refer to the Heathrow Privacy Notice
Version 1.2 published 5 February 2025
Summary of changes between versions 1.0 and 1.2:
Definitions and interpretation
1.1. Any reference in these terms and conditions of use ("Terms”) to:
1.1.1. "you" or "your" or "Member" shall be construed as a reference to a valid My Heathrow account holder and member of the Heathrow Rewards Programme in accordance with these Terms.
1.1.2. "us", "our" or "we" or "Heathrow" shall be construed as a reference to Heathrow Airport Limited as administrator of the My Heathrow portal and the operator and promotor of the Heathrow Rewards Programme.
1.1.3. "My Heathrow Account" means an individual online account and customer portal created by a Member by registering for access to the portal branded as "My Heathrow" offered by Heathrow.
1.1.4. "Heathrow Rewards Programme" means the Heathrow Rewards branded loyalty programme offered and promoted by Heathrow as further described in these Terms.
1.1.5. "Participating Partner" means Heathrow, a third-party retailer, or other third-party service provider that participates in the Heathrow Rewards Programme from time to time by permitting Members to earn and/or redeem Points but excludes Excluded Outlets.
1.1.6. "Airline Partner Programme" means a loyalty programme operated by an airline and which is a commercial partner to the Heathrow Rewards Programme from time to time.
1.1.7 "Travel Partner" means a commercial travel programme or offering operated by a third party which is a commercial partner to the Heathrow Rewards Programme from time to time, but which excludes an Airline Partner Programme.
1.1.8. "Heathrow Rewards Card" is the representation, whether physical or digital, of the 16-digit membership number for the Heathrow Rewards Programme.
1.1.9. "App" means the Heathrow mobile application through which you can access your My Heathrow Account and/or use features offered by the Heathrow Rewards Programme.
1.1.10. "Calendar Year” means GMT 00:00, 01 January – GMT 23:59, 31 December.
1.1.11. "Premium" means a specific tier of membership designated by Heathrow that a Member can attain, as further described in Condition 15.
1.1.12. "Transaction" means a transaction by a Member with a Participating Partner, which may be an Earning Transaction, a Points Conversion or a Points Redemption.
1.1.13. “Earning Transaction" means a specific type of purchase Transaction with a Participating Partner that credits Points to the Member’s Points balance, as further described at Condition 5.3.
1.1.14. "Points Conversion" is when Points are converted into or from a third-party loyalty programme, as further described at Condition 11.
1.1.15. "Points Redemption" is when Points are exchanged in whole, or part, for a product or service, as further described at Condition 9.
1.1.16. "Instant Redemption" means a feature of the Heathrow Rewards Programme whereby a Member can redeem accrued Points instantly, as further described at Condition 9.7
1.1.17. "Digital Voucher" means a digital shopping voucher issued to a Member through the Heathrow Rewards Programme, as further described at Condition 9.4.
1.1.18. "Excluded Products and Services" means those products and services that are listed at Condition 10.1 or as otherwise notified to a Member by Heathrow from time to time.
1.1.19. "Excluded Outlets" means those retailers, retail stores and third-party service providers listed at Condition 10.1 or as otherwise notified to a Member by Heathrow from time to time.
1.1.20. "Points" means loyalty points awarded to a Member who participates in the Heathrow Rewards Programme in accordance with these Terms.
1.1.21. "Standard Point" means a specific category of Points that Heathrow designates as standard and that can be earned by or awarded to a Member as further described at Condition 8.6.
1.1.22. "Premium Point" means a Point awarded to a Member by virtue of their Premium status, as further described at Condition 15.2.
1.1.23. "Partner Converted Points" means a specific category of loyalty points that are converted into Points from any third-party loyalty programme, as further described at Condition 12.
1.1.24. "Promotional Points" means a specific category of Points that are awarded to a Member by Heathrow as part of a promotion, offer, or marketing activity which is connected with the Heathrow Rewards Programme.
1.1.25. "Bonus Points" means a specific category of Points that are awarded to a Member by Heathrow at its discretion for a specific activity undertaken by the Member (for example providing details to complete their profile on registration) which is connected with the Heathrow Rewards Programme and which does not require the Member to complete an Earning Transaction.
1.1.26. "Courtesy Points" means a specific category of Points that are awarded to the Member in exceptional circumstances by Heathrow at its discretion as a courtesy gesture and which does not require the Member to complete an Earning Transaction.
1.2. All defined terms used in these Terms shall have the meaning given to them in Condition 1.1 unless otherwise specified.
1.3. Except where the context otherwise requires, in these Terms:
1.3.1. each gender includes all genders;
1.3.2. the singular includes the plural and vice versa;
1.3.3. any reference to any enactment, order, regulation or other similar instrument, statute or statutory provisions shall be construed as a reference to the enactment, order, regulation or instrument as amended, replaced, consolidated or re-enacted; and
1.3.4. words preceding "include", "includes", "including" and "included" shall be construed without limitation by the words which follow those words.
2.1. You can register online for a My Heathrow Account using a valid personal email address.
2.2. When you register for a My Heathrow Account, you will be automatically enrolled onto the Heathrow Rewards Programme. Please note that it is not possible for you to opt out of the Heathrow Rewards Programme whilst you hold a My Heathrow Account but there is no obligation on you to participate in the Heathrow Rewards Programme by redeeming or converting Points if you choose not to. If you choose not to participate in the Heathrow Rewards Programme, then you may nevertheless continue to use the features of that portal to purchase or use other Heathrow or third party products and services that may be offered to you.
2.3. You can purchase or use Heathrow or third-party products and services that may be offered to you online as a guest user, without having to register for a My Heathrow Account. However, if you use these services as a guest user you will not earn or be able to redeem or convert Points.
2.4. Following successful registration and creation of a My Heathrow Account, you will be able to access your account online or through the App, using the email address, password, and authentication method that you entered at the time of registration.
2.5. Persons under eighteen (18) years are not entitled to register for a My Heathrow Account nor participate in the Heathrow Rewards Programme. By registering for a My Heathrow Account and/or using the Heathrow Rewards Programme, you confirm that you are eighteen (18) years of age or older.
2.6. For security reasons, you will be required to use multi-factor authentication to create and thereafter access your My Heathrow Account.
2.7. In order to register for a My Heathrow Account, you will be required to input your details such as name and email address. To be able to redeem Points or convert Points to an Airline Partner Programme you must fully complete your account profile on your My Heathrow Account providing the details as set out in Conditions 9.1 and 11.1. Please see further details of how your personal data is processed here.
2.8. Only one My Heathrow Account per Member is permitted. Shared or household accounts and/or multiple Heathrow Rewards Programme memberships are not permitted. If a Member has two or more valid Heathrow Rewards Cards, these can be merged into a single account by contacting Heathrow Customer Services
2.9. You must update any changes to your My Heathrow Account details promptly online or through the App. If you have any difficulty making changes further assistance is available on our Help page.
2.10. When contacting us by email, please use the email address that you used to register with your My Heathrow Account. We cannot, under any circumstances, discuss details of your account with a third party. This includes, but is not limited to, spouses, friends, business associates (including personal assistants) and store colleagues making contact on behalf of a customer.
2.11. Although we endeavour to ensure that your My Heathrow Account and/or the App are available at all times, there will be occasions when we will need to carry out routine or emergency maintenance. We do not therefore guarantee that they will always be available or that they will always perform at a particular speed or with any particular functionality. We reserve the right to temporarily withdraw your access to the My Heathrow Account and/or the App if we need to.
3.1. The email address that you use to register for a My Heathrow Account will be used to communicate important information about your My Heathrow Account and/or the Heathrow Rewards Programme, for example significant changes to these Terms.
3.2. Marketing preferences are optional. You can manage your preferences through your My Heathrow profile or through the App.
4.1. Upon successful creation of your My Heathrow Account we will issue you with a Heathrow Rewards Card in digital form. You can access the Heathrow Rewards Card in digital form through your My Heathrow Account on the Heathrow Rewards dashboard or through the App.
4.2. Members with registered physical or digital Heathrow Rewards Cards issued prior to the launch of My Heathrow have been automatically migrated to a My Heathrow Account. If this applies to you, you may continue to use your Heathrow Rewards Card after this date unchanged. Your Points balance, Point types and tier status will be maintained following migration to a My Heathrow Account. If you wish to continue to access Heathrow Rewards using a My Heathrow Account or via the App after the launch of My Heathrow, you will be required to reset your password and select an authentication method.
4.3. A holder of an unregistered physical Heathrow Rewards Card would need to register their card and complete their details by 31 December 2024 in order to retain any existing Points balance. All unregistered Heathrow Rewards Cards are unsupported after 1 January 2025, with any existing Points relating to these Heathrow Rewards Cards automatically deleted.
4.4. The security of a Heathrow Rewards Card, whether in physical or digital form, is the responsibility of the Member. In case of a lost or compromised Heathrow Rewards Card, please contact Heathrow Customer Services so that the relevant existing card number can be cancelled, and a new Heathrow Rewards Card can be issued.
5.1. Points may only be collected by an individual Member in relation to a Transaction or where Heathrow exercises its discretion to award certain types of Points to the Member.
5.2. You are not permitted to collect Points on any Transactions entered into by any other person, including, but not limited, to family members, friends, acquaintances or business colleagues. You may be required to confirm and verify that any purchases were made by you.
5.3. Save where stated otherwise in these Terms, Points will be issued in respect of an Earning Transaction.
5.4. Any purchase made prior to the date on which you registered to join the Heathrow Rewards Programme or any purchase made using a credit note issued by a Participating Partner or by any other retailer will not qualify as an Earning Transaction.
5.5. Bonus Points may be offered by Heathrow from time to time as an incentive for creating a My Heathrow Account as a new Member and/or for the Member fully completing their user profile details on their My Heathrow Account where those details were previously incomplete (see Conditions 9.1 and 11.1.) Bonus Points cannot be transferred to another Member, converted into an Airline Partner Programme, or credited to another loyalty account registered to the same Member.
5.6. Each Earning Transaction will update the validity of the Member’s Points balance to thirty-six (36) months after the last such Earning Transaction. More details about Points expiration can be found at Condition 14.6 to 14.9.
5.7. Save where the item is an Excluded Product and Service or is being purchased from an Excluded Outlet or otherwise where Heathrow notifies a Member that the item does not qualify, all purchases made through the Heathrow Reserve & Collect retail offering will be treated as an Earning Transaction. For the avoidance of doubt no Points will be awarded where a Member reserves an item through the Heathrow Reserve & Collect retail offering but does not subsequently purchase the item, as no Earning Transaction will be completed.
6.1. You must present your registered Heathrow Rewards Card (which may take the form of a physical card or a digital card) at the time of a Transaction.
6.2. If:
6.2.1. the Participating Partner is unable to process the Transaction at the time of purchase; or
6.2.2. you forget to present your Heathrow Rewards Card at the time of the Transaction; or
6.2.3. a Transaction fails to appear on your statement of account on your My Heathrow Account or the App after 30 days,
then (subject to Condition 6.3) we may, as a discretionary gesture of goodwill, credit Points if you sign in to your My Heathrow Account and submit a missing points claim by completing a webform and submitting the relevant paper or digital receipt(s) as supporting documentation.
6.3. You may only submit a maximum of ten (10) missing Points claims per calendar year under the process described above at Condition 6.2.
6.4. A receipt provided in support of a missing Points claim (as contemplated at Condition 6.2 above) must (if a paper receipt) be in good condition and, in any case, not more than four (4) months old as at the date on which we receive it. Such a receipt must be clearly legible and include the full Transaction details, including the Participating Partner name and purchase location, date, list of products purchased and value of the purchase.
6.5. Please note that banking app, credit card, or bank statements will not be accepted in lieu of a receipt as evidence provided in support of a missing Points claim, as these documents do not provide sufficient detail for Heathrow to process a retrospective Transaction (as described in Condition 6.2).
6.6. We reserve the right at our sole discretion to decline to award Points for a missing Points claim if we have reasonable grounds for believing that the claim being submitted is fraudulent or otherwise not in compliance with these Terms. In all circumstances our decision shall be final.
6.7. We reserve the right to remove Transactions (and the associated Points) from the Member’s statement of account, as available through the My Heathrow Account and the App, if any Transaction is found to be duplicated or fraudulent. In all circumstances our decision shall be final.
7.1. Only pre-booked parking and services, including pay-in-advance lounges, and the ‘Heathrow Fasttrack’ service booked directly with the Heathrow operated service known as ‘Official Heathrow Parking’ will qualify as an Earning Transaction.
7.2. Points for eligible pre-booked ‘Official Heathrow Parking’ and services will be awarded within 24 hours after entry of your vehicle into the car park, or at the time of use of a ‘Heathrow Fasttrack’ service or lounge reservation and not at the time of booking.
7.3. You can collect points on ‘Heathrow Express’ tickets purchased at www.heathrowexpress.com or on the ‘Heathrow Express’ app by entering your Heathrow Rewards Card number on the online booking form. Points cannot be collected on ‘Heathrow Express’ tickets purchased at ticket offices, at automated kiosks, on the train, or by any other means. Points will be awarded after the date of travel and not at the time of booking.
8.1. Points are awarded on the total transactional spend (including any payment made by way of a Digital Voucher and/or through Instant Redemption) as follows:
8.1.1. 1 (one) Point per £1 spent with a Participating Partner including pay-on-the-day lounges, ‘Heathrow Fasttrack’ service, ‘Heathrow Express’ tickets purchased online or in the Heathrow Express App, and pre-booked ‘Official Heathrow Parking’ facilities; and
8.1.2. 1 (one) Point per £10 exchanged at participating bureaux de change.
8.2. The minimum Transaction value that qualifies a Member to earn Points is one pound (£1).
8.3. Mathematical rounding applies to calculation of Points. For example, £1.49 = 1 Point and £1.50 = 2 Points.
8.4. Points will not be awarded for purchases with an Excluded Outlet or on an Excluded Product and Service.
8.5. We reserve the right to change a Participating Partner, an Excluded Outlet, or Excluded Products and Services or otherwise to exclude eligible products, services or transactions from time to time at our sole discretion. For details of how we may make changes to the Heathrow Rewards Programme, see Condition 17.
8.6. Points awarded as detailed above (at Conditions 8.1 to 8.4) are designated as Standard Points. Terms relating to Points awarded for (a) Premium status are at Condition 15 and (b) promotional and marketing activity at Condition 16.
8.7. Points will be added to your Points balance and will be available for redemption the day after the Transaction is confirmed to us by the Participating Partner.
8.8. Transactions are generally confirmed to us by the Participating Partner within a twenty-four (24) hour period from the time of Transaction. However, there are certain types of Transactions where it may take up to thirty (30) days for that confirmation to be received and for the Points to show on a Member’s Points balance.
8.9. Points for eligible pre-booked ‘Official Heathrow Parking’, ‘Heathrow Fasttrack’ service, pre-booked lounges, and eligible ‘Heathrow Express’ train tickets will be available for redemption twenty-four (24) hours after the date of travel, and not at the time and date of booking.
8.10. Points have no cash value. No cash alternative will be offered at any time.
9.1. Only a Member who has fully completed their profile on their My Heathrow Account comprising title, first name, last name, date of birth, gender, nationality, telephone number, and street address including postcode, is eligible to redeem Points.
9.2. Points can be redeemed as part payment or full payment for eligible products with Participating Partners by creating a Digital Voucher or by way of Instant Redemption. Exclusions to this process are outlined at Condition 10.2.
9.3. Points can be earned (subject to Conditions 5.7 and 7.1) but cannot be redeemed on any purchases made by the Member of Heathrow ‘Fast Track’ security, pay-in-advance lounge bookings, or through the Heathrow retail offering known as ‘Heathrow Reserve & Collect’. See also the terms and conditions for ‘Heathrow Reserve & Collect’ here.
9.4. A Member must download the App in order to redeem a Digital Voucher.
9.5. A Member may create a Digital Voucher online by following the instructions in their My Heathrow Account or in the App.
9.6. The following terms apply to the use of a Digital Voucher:
9.6.1. a Digital Voucher is available at the value of £5 per 500 Points and can be created in multiples of 500 Points, to a value up to the Member's spendable Points balance;
9.6.2. a Digital Voucher will have an expiration date that matches the Member's Points expiration date as at the day that the Digital Voucher is created. A Digital Voucher will expire at 23:59 on the date of expiration. If a Member’s Points expiration date has been reset as set out in Condition 14.6 after the date of creation of the Digital Voucher and before the date of expiry of the Digital Voucher, the Points from the expired Digital Voucher will be returned to the Member's Points balance. These returned Points will expire on the same day as the Member's Points reset expiration date;
9.6.3. a Digital Voucher may only be created and redeemed by the Member and no other person. A valid boarding card or appropriate Heathrow staff identification, with a name that matches the name registered to the Member’s My Heathrow Account, must be presented at the time of purchase (whether online or in person) in order to use a Digital Voucher as part or full-payment;
9.6.4. a Digital Voucher is not permitted for use on an Earning Transaction where that Earning Transaction has a value less than the Points value of the Digital Voucher. A Digital Voucher has no cash value and no change or monetary value will ever be payable to the Member;
9.6.5. if an item that has been purchased with a Digital Voucher is subsequently returned to the Participating Partner by the Member, then following acceptance of the return and a refund of the purchase price by the Participating Partner to the Member the equivalent number of Points will be returned to the Member’s Points balance;
9.6.6. a Digital Voucher will not be available for use by a Member should the Participating Partner experience any power or connectivity outage. Heathrow accepts no responsibility or liability to the Member, with respect to any loss incurred in relation to such outage; and
9.6.7. a Digital Voucher will be extinguished at the point of sale once the Participating Partner confirms its validity. If the Transaction fails due to failure of any balance payment method (e.g. the Member’s credit card is declined), or is otherwise abandoned by the Participating Partner, then the Member will need to contact Heathrow Customer Services with proof of the Transaction failure or abandonment in order to reclaim the associated Points for the Digital Voucher.
9.7. Certain Participating Partners offer Members the option to use Instant Redemption. This is where a Member may redeem Points instantly to apply Points as a part- or full-payment (in increments of 500 Points) up to a value up to the Member's spendable Points balance.
9.8. The following terms apply to the use of Instant Redemption:
9.8.1. for pre-booked ‘Official Heathrow Parking’ the value is £10 per 500 points available only on https://www.heathrow.com/transport-and-directions/heathrow-parking; and
9.8.2. for in-store purchases, Instant Redemption is available to Members at the value of £5 per 500 points.
9.9. Instant Redemptions may only be made by a Member registered with a My Heathrow Account. For online purchases the Member will be required to sign in to their My Heathrow Account before commencing the Transaction. For in-store Transactions, the Member must present their Heathrow Rewards Card. A valid boarding card or appropriate Heathrow staff identification, with a name that matches the name of the Member registered to the My Heathrow Account, must be presented at the time of sale to use Instant redemption as part or full payment for a Transaction.
9.10. Instant Redemption may not be used for Transactions with a value less than the value of the Points. Points have no cash value, and no change or monetary value will ever be payable to the Member.
9.11. If an item that has been purchased with Instant Redemption is subsequently returned to a Participating Partner by a Member, then following acceptance of the return and a refund of the purchase price by the Participating Partner to the Member, the equivalent Points will be returned to the Member’s Points balance.
9.12. Instant Redemption is not available for use by a Member should the Participating Partner experience any power or connectivity outage. Heathrow accepts no responsibility or liability to the Member with respect to any loss incurred in relation to such outage.
9.13. With Instant Redemption, Points are extinguished at the point of sale once the Participating Partner confirms validity. If the Transaction fails due to failure of any balance payment method (e.g. the Member’s credit card is declined), or is otherwise abandoned by the Participating Partner, then the Member will need to contact Heathrow Customer Services with proof of the Transaction failure or abandonment in order to reclaim the associated Points for the Digital Voucher.
10.1. A Member will not collect Points for purchases in the following retail outlets, service providers or locations: betting shops; Post Offices; vending and gaming machines; petrol stations; temporary retailers/services; Covid testing facilities; hotels and hotel parking facilities; or for purchases of the following: lottery tickets; tobacco products; vape and e-cigarette products; medicine, prescription items; infant formula; the retailer's own or third-party pre-paid gift vouchers and cards; postage stamps; pay as you go internet access; shoe shine; the Heathrow administered ‘Terminal Drop-Off charge’; pay-on-the-day parking charges; Heathrow VIP services; purchases and fines paid to airlines such as excess or heavy baggage fees and upgrades; or flights and/or hotels booked at www.heathrow.com or for purchases made using ‘Boots Advantage Card’ points or any Participating Partner’s own or any third party loyalty scheme.
10.2. A Digital Voucher may not be used by a Member and Instant Redemption is not available to a Member in the following outlets: Caffè Nero, Costa, Fuller’s, Pret A Manger, staff restaurants, WHSmith, Travelex bureau de change; Post Offices; betting shops; vending and gaming machines; petrol stations; temporary retailers/services; Covid testing facilities; hotels and hotel parking facilities; pre-booked lounge entry; or in connection with the following transactions: lottery tickets; tobacco products; vape and e-cigarette products; medicine; prescription items;, infant formula; the retailer's own or third-party pre-paid gift vouchers and cards; postage stamps; pay as you go internet access; shoe shine; the Heathrow administered ‘Terminal Drop-Off charge’; pay-on-the-day parking charges; Heathrow VIP services; purchases and fines paid to airlines such as excess or heavy baggage fees and upgrades; or flights and/or hotels booked at www.heathrow.com.
11.1. Only a Member with a fully completed profile on their My Heathrow Account (that comprises title, first name, last name, date of birth, gender, nationality, telephone number, and street address including postcode) will be eligible to convert Points to an Airline Partner Programme.
11.2. We will notify you of any changes to Airline Partner Programmes affiliated with the Heathrow Rewards Programme from time to time. Further information about the Airline Partner Programmes affiliated with the Heathrow Rewards Programme (including conversion rates for Points, the permitted time-frame for conversion transactions, the respective Airline Partner Programme terms and conditions, and daily limits for conversion of Points) can be accessed by the Member by signing into their My Heathrow Account and specifically in the Heathrow Rewards Convert Points section.
11.3. Any conversion of Heathrow Rewards Points by a Member to an Airline Partner Programme may only be made to a destination third party loyalty programme account that is in the same name as the Member (as registered on their My Heathrow Account).
11.4. The applicable conversion rate for Points into a destination third party loyalty programme is available on the respective Airline Partner Programme web page available in the Heathrow Rewards Convert Points section.
11.5. A conversion by a Member of Heathrow Rewards Points to an Airline Partner Programme may take up to thirty (30) days to appear in the chosen destination account.
11.6. The following Points are not eligible for conversion to an Airline Partner Programme:
11.6.1. any Bonus Points, or Courtesy Points;
11.6.2. any Points issued by Heathrow’s third-party commercial partner Rocketmiles; or
11.6.3. any Partner Converted Points.
12.1. A Member should refer to the terms and conditions of the relevant Airline Partner Programme and/or Travel Partner to inform itself of:
12.1.1. the rules and the conversion rate applicable to any Points Conversion into Points; or
12.1.2. the rules applicable to the issue of Points by a Travel Partner.
12.2. Points converted from any Airline Partner Programme cannot be converted by a Member to any Airline Partner Programme.
12.3. Points that are issued by the Travel Partner known as ‘Rocketmiles’ cannot be converted by a Member to any Airline Partner Programme.
12.4. Points that are issued by the Travel Partner known as ‘Rocketmiles’ or that are converted from any Airline Partner Programme will not count towards a Member’s Premium status.
13.1. You may transfer certain categories of Points to another Member's My Heathrow Account by contacting Heathrow Customer Services and providing the receiving Member’s My Heathrow Account Card number.
13.2. In order to make a request to transfer your Points to another Member as contemplated under Condition 13.1, you will be required to validate your identity with us. Any request by a Member to transfer Points in this way can only be accepted from the sending My Heathrow Account holder.
13.3. A Member may transfer a minimum of 250 Points, in increments of 250 Points, as described at Condition 13.1 up to a maximum of four (4) times per calendar year.
13.4. Bonus Points and Courtesy Points are not eligible for transfer to another Member’s Points balance.
Cancellation of Points award
14.1. An award of Points to a Member’s Points balance will be cancelled if:
14.1.1. the relevant product to which such award relates is successfully returned by the Member to the Participating Partner or the relevant service is cancelled, and a refund of the purchase price is given by the Participating Partner to the Member; or
14.1.2. the Transaction is cancelled for any reason and subsequently a refund of the purchase price is given by the Participating Partner to the Member; or
14.1.3. the relevant product is exchanged for another product, unless such exchange is for a product with an equivalent Points value in which case the Points shall be retained by the Member. Where the exchanged product has a lower value, a lower Points award will be made.
Adjustment of Points balance
14.2 Where the number of Points cancelled in accordance with Condition 14.1 is greater than the Member’s Points balance at the time of cancellation, the Member’s balance will be displayed as zero Points until sufficient Points have been earned to rectify the negative balance.
14.3. If Points have been redeemed on a Transaction that is subsequently cancelled, the Points spent will be returned to the Member's Points balance.
14.4. Partial Returns/Cancellations: If Points have been redeemed on a Transaction and the Member subsequently returns part only of the purchased goods or cancels part only of the purchased services, the Member will be refunded any cash paid before any redeemed Points are returned. (For example, if a Member purchases £100 of goods using £60 of Points and £40 in cash, and returns an item valued at £35, the refund will be given fully in cash. If the returned item is valued at £45, the refund will comprise £40 cash and £5 in returned Points.)
14.5. The monetary value payable under Condition 14.3 will be returned by the vendor to the method(s) of payment used by the Member in the original Transaction. Any remaining balance owed in Points will be returned to the Member's account.
14.6. Heathrow reserves the right to remove Points from a Member’s Points balance where any duplication of award of Points may have occurred in error.
Expiry of Points
14.7. Subject to Condition 14.6.2, Points are valid for a period of thirty-six (36) months from either:
14.7.1. the date of a Member’s last Earning Transaction using a valid Heathrow Rewards Card, or
14.7.2. the date that Points from an Airline Partner Programme are converted into Heathrow Rewards and become Partner Converted Points.
14.8. The following types of account activity do not reset the expiry date of existing Points;
14.8.1. the conversion of Points by a Member into an Airline Partner Programme;
14.8.2. the redemption of Points by a Member, whether by Instant Redemption or by the creation and use of a Digital Voucher.
14.9. Details of your Points expiration date can be viewed online on your My Heathrow Account or on your App.
14.10. Members will receive email notifications of Points that are due to expire 6 and 3 months prior to the expiration date.
15.1. A Member who spends £750 or more within a calendar year with a Participating Partner (excluding Excluded Outlets and Excluded Products and Services: see Condition 10.1), will achieve Premium status.
15.2. Once Premium status is attained, a Member will be awarded a Premium Point in addition to each Standard Point on each subsequent Transaction during the remainder of the qualifying calendar year and during the entirety of the next Calendar Year.
15.3. The Transaction that achieves the qualifying threshold for Premium status will not qualify the Member for any Premium Points.
15.4. Premium Points will not be awarded on Promotional Points, Bonus Points, Airline Converted Points, or discretionary Courtesy Points.
15.5. Premium status will not be extended under any circumstances beyond the timescale specified in Conditions 15.2 .
16.1. Special terms and conditions relating to any promotions offer by Heathrow or any third-party promoters (including associated Promotional Points) will be made available to Members to view and accept on the My Heathrow Account at the time of the promotion. This will include when a Member is required to save a promotion to their account to be eligible for the promotion.
16.2. Where you enter a competition or prize draw, we will process your personal data for the purposes of administering and managing the competition or prize draw. The lawful justification for collecting this personal data is based on the contract you enter. It is necessary for the performance of the relevant competition or prize draw which you contractually enter into. Failure to provide mandatory data fields denoted by a ‘*’ will mean that we will not be able to enter you into the relevant competition or prize draw. Please see further details of how your personal data is processed here.
17.1. Heathrow reserves the right to vary:
17.1.1. the rate at which any type or category of Points are awarded;
17.1.2. the Points redemption and conversion rates;
17.1.3. the required Transaction activity to earn Premium status; and
17.1.4. the selection of offers and promotions associated with the Heathrow Rewards Programme and their applicable additional terms and conditions.
17.2. Any changes to these Terms will not affect Points already awarded in respect of any previous Transactions nor will it affect your statutory rights.
17.3. Heathrow reserves the right to exclude types of Transactions, products and services and Participating Partners from the Heathrow Rewards Programme from time to time.
17.4. Changes that constitute a material change, or reduction in member benefits, will be communicated via email notification and banner notification upon the Member signing into their My Heathrow Account.
18.1. You may close your My Heathrow Account at any time by selecting the ‘Close My Account' feature on your account profile, or in App, or by contacting Heathrow Customer Services.
18.2. If you opt to close your My Heathrow Account, your membership of the Heathrow Rewards Programme will end and any remaining Points will be forfeited. A request to close your My Heathrow Account cannot be reversed. You will be able to purchase or use other Heathrow or third-party products and services that may be offered to you online as a guest user
18.3. We reserve the right to close your My Heathrow Account and terminate your participation in the Heathrow Rewards Programme, without notice, automatically, if:
18.3.1. there has been no Points collection or redemption activity; or login to your My Heathrow Account; or you have not logged in to the App; or opened an email sent by Heathrow in relation to Heathrow Rewards; for a continuous period of thirty-six (36) months, or
18.3.2. you are found to have more than one My Heathrow Account registered in your name; or
18.3.3. if as result of our investigations we believe your My Heathrow Account is not being operated in accordance with these Terms or there has been any other breach of these Terms.
19.1. Where we believe that there has been:
19.1.1. a breach of these Terms; or
19.1.2. a breach of any special terms and conditions that have been notified to you from time to time and that you have accepted in connection with any Transaction; or
19.1.3. where we have any other legitimate reason,
we may refuse to process a claim for Points; refuse to award Points; withdraw Points already awarded; or otherwise close your My Heathrow Account (as contemplated in Condition 18.3).
19.2. We also reserve the right to suspend your My Heathrow Account whilst we carry on an investigation into potential misuse or fraud (including any misuse described at Condition 18.3 and Condition 23.3). We may contact you using the details provided in your Member profile if we have questions regarding any Transaction or any other activity on your My Heathrow Account.
19.3. If we suspend your My Heathrow Account for any reason you will not be able to use your My Heathrow Account to redeem or convert Points for the period of suspension.
20.1. The Heathrow Rewards Programme will continue until terminated by us and we shall provide Members with at least three (3) months' prior written notice of such termination. Points that have not been redeemed by the termination date will not be available to redeem after such date.
21.1. No representations or otherwise are made by Heathrow regarding any personal tax liability that may be incurred by a Member as a result of participation in the Heathrow Rewards Programme.
21.2. A personal tax liability may arise if Points are received in respect of business expenditure. You should seek you own independent legal and/or tax advice with respect to this.
22.1. The promoter of the Heathrow Rewards Programme is Heathrow Airport Limited, whose registered office is The Compass Centre, Nelson Road, Hounslow, Middlesex, TW6 2GW.
23.1. We do not guarantee that your My Heathrow Account and/or the App will be secure or free from bugs or viruses.
23.2. You are responsible for configuring your information technology, computer programmes and platform in order to access the My Heathrow Account and/or the App. You should use your own virus protection software.
23.3. You must not misuse the My Heathrow Account and/or the App by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to this website, the server on which this website is stored or any server, computer or database connected to the My Heathrow Account and/or the App. You must not attack this website via a denial-of-service attack or a distributed denial-of-service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities, and we will co-operate with those authorities by disclosing your identify to them. In the event of such a breach, your right to use the My Heathrow Account and/or the App and/or the Heathrow Rewards Programme will cease immediately.
24.1. Nothing in these Terms affects your statutory rights.
24.2. Each of these Terms operate separately. If any court or relevant authority decides that any Term is unlawful or unenforceable, the remaining Terms will remain in full force and effect.
25.1. These Terms shall be construed and governed by the laws of England and Wales and the English courts shall have exclusive jurisdiction.
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