Page feedback

Please select an answer for the feedback question.

Did you find the information you were looking for on this page?

characters left

conditions-of-use

Page feedback

Thank you

We appreciate you taking the time to help us.

Conditions of Use

Effective from 15 April 2014

Unless otherwise stated in these Executive Club Conditions of Use, capitalised terms are as defined in the Executive Club Terms and Conditions.

collapsedshowTransfer Avios
  1. A Member may transfer Avios Points from his or her account (the "Sender") to another Member’s account (the "Recipient").
  2. A Transfer Fee is charged per transfer transaction dependent on the number of Avios Points transferred (the "Transfer Fee"). Please refer to the pricing grid on the Sharing Avios Points page.
  3. The Transfer Fee is non-refundable.
  4. The Sender can only transfer a maximum of 27,000 Avios Points to any one Member in any one calendar year.
  5. The Sender can transfer a total of 162,000 Avios Points in any one calendar year to multiple Recipients provided the 27,000 Avios Points limit is not exceeded per Recipient.
  6. The Sender can only transfer Avios Points to one Recipient per transaction.
  7. If you are a Member of a Household Account, as a Sender you can only transfer Avios Points from your personal Avios balance and not from your pooled Avios Points within your Household Account. However, Avios Points can be transferred between individual Senders in a Household Account to individual Recipients in another Household Account.
  8. A Recipient of transferred Avios Points can only receive a maximum of 27,000 Avios Points in any one calendar year in aggregate, irrespective of the number of Senders.
  9. Avios Points can only be transferred in multiples of 1,000.
  10. Avios Points are transferred immediately and can be used by the Recipient immediately.
  11. Avios Points can only be transferred online using the Avios Points Transfer Application Form.
  12. In order to transfer Avios Points, the Sender will need to know the Recipient’s full name, email address and Executive Club membership number. The Sender should ensure that the Recipient has not received more than 27,000 Avios Points, including the proposed Transfer Avios Points transaction, in that calendar year. The Sender and Recipient will receive an email once the transfer is complete.
  13. Once transferred, the transaction cannot be reversed and the Avios Points cannot be re-deposited to the Sender’s account except by using the Transfer Avios Points process, subject to the sole discretion of British Airways to transfer Avios Points back to the Sender’s account.
  14. Both the Sender and Recipient must be Members of the British Airways Executive Club.
  15. The Sender must be 18 or over. The Recipient can be of any age, however, if the Recipient is under the age of 18, he or she must be a Member of a Household Account.
  16. The Transfer Avios Points year begins 1 January and ends 31 December.
  17. Transferring Avios Points will reset the 36-month Avios Points expiry rule, as set out in the Executive Club Terms and Conditions, for both the Sender and Recipient.
  18. Avios Points cannot be transferred into an account with a zero Avios Points balance.
  19. In accordance with these Executive Club Terms and Conditions, Members will be liable for all taxes and other charges associated with travel on British Airways or a Service Partner (as defined in the Executive Club Terms and Conditions) airline, including without limitation, airport departure tax, customs fines, immigration fees, airport charges, customer user fees, carrier imposed charge, agricultural inspection fees, security and insurance surcharge or other incidental fees or taxes charged by any person or relevant authority or body.
  20. The Sender must not demand and the Recipient must not offer any value or value in kind for the transfer of any Avios Points. Such activity or any other use of Avios 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 British Airways and the Member. In the event of such a breach, British Airways reserves the right at any time in its absolute discretion to terminate the membership of any Member. British Airways shall write to such Member stating their membership is being terminated for this reason.
  21. In the case of Fraud or Misconduct, as defined in the Executive Club Terms and Conditions, British Airways reserves the right at any time in its absolute discretion to terminate the membership of any Member and may cancel all accrued and accruing Avios Points of the Member and any reward booking.
collapsedshowFree Transfer Avios
  1. In addition to the Transfer Avios conditions of use set out above, Gold tier Members are able to transfer up to 162,000 Avios each calendar year free of charge to eligible individuals who have been added to the Sender’s Family and Friends List.
  2. All Transfer Avios rules set out above are applicable to the Free Transfer Avios benefit for Gold tier Members.
  3. The Sender can only transfer a maximum of 27,000 Avios Points to any one Member in any one calendar year on either a paid or free basis.
  4. Recipients can receive a maximum of 54,000 Avios each calendar year, however the maximum number of Avios a recipient can receive on a free basis is 27,000 and the maximum a recipient can receive on a paid basis is 27,000.
  5. Once transferred, the transaction cannot be reversed and the Avios Points cannot be re-deposited to the Sender’s account except by using the Transfer Avios Points process, subject to the sole discretion of British Airways to transfer Avios Points back to the Sender’s account.
collapsedshowAvios & Money*
  1. Avios & Money bookings can only be made online at ba.com or direct with your service centre.
  2. Available on one-way and return itineraries on British Airways and franchise operated flights, Air Berlin, Aer Lingus, Alaska Airlines, American Airlines, Finnair, Iberia, LAN Airlines and Royal Jordanian only. Codeshare flights are excluded.
  3. Different redemption rates and cash/Avios combinations apply to different airline carriers, see ba.com for rates. For the avoidance of doubt, some carriers may require higher cash payments for routes flown with them rather than routes flown solely on British Airways.
  4. Standard Redemption Rules apply in addition to these terms.
  5. Part cash rates defined in a fixed set of currencies.
  6. If more than one Avios & Money price option is available, it is not possible to change the price option chosen once a booking has been made. Subject to paragraphs 8 and 9 below, Members may cancel an Avios & Money booking on payment of the fee specified at ba.com.
  7. When a Member makes an Avios & Money booking, the Member must make the relevant payment for the ticket.
  8. Cancellations made more than 24 hours before departure will receive cash and tax refunds and Avios Points will be re–credited to the Member’s account. Standard redemption charges will apply (depending on airline), as displayed in the online fare rules prior to booking.
  9. Cancellations made within 24 hours of departure will not receive cash refunds and Avios Points will not be re–credited to the Member’s account.
  10. Standard booking lead times apply for your area, Members are responsible for paying additional taxes, fees, charges and surcharges.
  11. No changes to route or carrier airline can be made after booking.

*Standard booking lead times apply. Members are responsible for paying additional taxes, fees, charges and surcharges.

collapsedshowUpgrade using Avios (on BRITISH AIRWAYS Flights ONLY)
  1. Upgrading using Avios Points can only be made online at ba.com or direct with British Airways, but includes bookings originally made through travel agents. An existing booking can be upgraded up until check in online at ba.com or by contacting your local service centre or sales office. Bookings cannot be upgraded using Avios Points at airport ticket desks. 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. Bookings made with a travel agent which contain other carriers cannot be upgraded.
  2. Upgrading using Avios Points is permitted on eligible British Airways fares only (Fare classes are: J, C, D, R, I, W, E, T, Y, B, H) and is not permitted on Bulk Tour (BT) or Inclusive Tour (IT) bookings made with a travel agent. Your travel agent will be able to advise if you have an eligible ticket to Upgrade using Avios. Upgrading using Avios Points is permitted where flights are sold as part of a package holiday or where flights and ground arrangements, such as prepaid hotels, cars, transfers and experiences, are booked directly with British Airways and paid for in the same transaction. Flights booked and paid for separately from any ground arrangements are also eligible for Upgrades using Avios Points for Upgrade. Upgrading using Avios Points for Upgrade can only be applied to bookings which are made in the member's Executive Club membership country. If you have booked ground arrangements with a travel agent and you upgrade the British Airways flights in the itinerary, BA will not be responsible for any subsequent changes or cancellations to the ground arrrangements. Any changes to the ground arrangements will need to be made directly with your travel agent.
  3. BRITISH AIRWAYS Flights only. Airline Partner and codeshare flights excluded. Please refer to Conditions of use on BA, AA, IB Flights.
  4. Tier Points and Avios Points will be awarded according to the commercial ticket purchased.
  5. A booking upgraded using Avios Points cannot be used in conjunction with any bookings that have already been subject to an upgrade (Upgrading using Avios Points or Gold Upgrade for Two) or any other promotions/offers.
  6. If upgrading an existing booking where a paper ticket has already been issued, you will need to send in your paper tickets 21 days in advance of travel for your tickets to be re-issued. If you hold an e-ticket, this will take 24 hours.
  7. When a Member upgrades a booking using Avios Points on behalf of themselves or anyone else, Members shall be responsible for paying any applicable charges such as booking and service fees or credit card fees.
  8. Standard redemption rules apply. View Standard Redemption Rules.
  9. The fare conditions for the original ticket purchased will apply, in addition to following rules specific to the Upgrade using Avios Points:
    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.

    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 and the redemption class for the Upgrade is not available on the amended flight(s) the standard redemption charge will be levied for the re-crediting of Avios Points to the Member’s account.

    Where changes are made to the date and time of the Upgrade within 24 hours of the scheduled departure of the first flight in the Reward travel itinerary or after the scheduled departure of the first flight in the Reward travel itinerary and the redemption class for the Upgrade is not available for the amended flight(s) Avios Points will not be re-credited to the Member’s account.
  10. If cancelling a booking upgraded using Avios Points, made directly with British Airways, the whole journey must be cancelled.

    Upon the cancellations of a booking upgraded using Avios Points 24 hours or more before departure of the first leg in the Reward travel itinerary the standard redemption charge will be levied and all Avios Points will be re-credited to the Member's account and taxes will be refunded.

    Upon the cancellations of a booking upgraded using Avios Points less than 24 hours before departure of the first leg in theReward travel itinerary Avios Points in respect of the Upgrade will not be re-credited to the Member.
  11. Standard booking lead times apply, Members are responsible for paying additional taxes, fees, charges and surcharges.
  12. Where a member is part of a Household Account, a member can only upgrade a booking using an Avios Points for another member of the Household Account.
collapsedshowUpgrade using Avios on BA, AA and IB Flights
  1. This section applies where the booking also contains AA and /or IB flights.
  2. Upgrading using Avios Points bookings on BA, AA and IB Flights can only be made online at ba.com or direct with British Airways, and not on bookings made through a travel agent. An existing booking can be upgraded up until check in online at ba.com or by contacting your local service centre or sales office. Upgrading using Avios on BA, AA and IB Flights cannot be booked at airport ticket desks.
  3. The upgrade is a single cabin upgrade from the cabin booked, to the next cabin, this may vary depending on which of BA, AA and IB or a franchise operates the flight.
  4. Upgrading using Avios Points on BA, AA and IB Flights are permitted on eligible published fares only (Fare classes are: J, C, D, W, Y, B).
  5. Upgrades using Avios Points are not permitted on bookings made with a travel agent. Upgrades using Avios Points are not permitted where flights are sold as part of a package holiday or where flights and ground arrangements, such as prepaid hotels, cars, transfers and experiences, are booked and paid for in the same transaction. Flights booked and paid for separately from any ground arrangements remain eligible for Upgrades using Avios Points.
  6. Upgrades using Avios Points can only be applied to bookings which are made in the member's Executive Club membership country.
  7. When upgrading a combination of BA, AA and IB Flights the Upgrades using Avios Points on Partner Flights conditions of use apply.
  8. For upgrades on British Airways flights only the Upgrades using Avios Points on British Airways Conditions of Use apply.
  9. BA, AA and IB Flights or codeshare flights are eligible.
  10. Tier Points and Avios Points will be awarded according to the commercial ticket purchased.
  11. Upgrades using Avios Points on a BA, AA and IB flight cannot be used in conjunction with any bookings that have already been subject to an upgrade (Avios Points for Upgrade or Gold Upgrade for Two) or any other promotions/offers.
  12. If upgrading an existing booking where a paper ticket has already been issued, you will need to send in your paper tickets 21 days in advance of travel for your tickets to be re-issued. If you hold an e-ticket, this will take 24 hours.
  13. When a Member makes an Upgrade using Avios Points booking on behalf of themselves or anyone else, Members shall be responsible for paying any applicable charges such as booking and service fees or credit card fees.
  14. Standard Redemption Rules apply. View Standard Redemption Rules.
  15. The fare conditions for the original ticket purchased will apply, in addition to following rules specific to the Upgrade using Avios Points :
    • Changes to the date or time of an BAAAIB Upgrade Flight must be made at least 24 hours prior to the scheduled departure of the relevant flight and the original and redemption booking classes must be available at the time the change is made. 

    • 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 Award travel itinerary and the redemption class for the Upgrade is not available on the amended flight(s) the standard redemption charge will be levied for the re-crediting of Avios Points to the Member’s account.
    • Where changes are made to the date and time of the Upgrade within 24 hours of the scheduled departure of the first flight in the Award travel itinerary or after the scheduled departure of the first flight in the Award travel itinerary and the redemption class for the Upgrade is not available for the amended flight(s) Avios Points will not be re-credited to the Member’s account.
  16. If cancelling an Upgrade using Avios Points booking, the whole journey must be cancelled.

    Upon the cancellation of an Upgrade using Avios Points booking 24 hours or more before departure of the first leg in the Award travel itinerary the standard redemption charge will be levied and all Avios Points will be re-credited to the Member's account and taxes will be refunded.
  17. Upon the cancellations of an Upgrade using Avios Points booking less than 24 hours before departure of the first leg in the Award travel itinerary Avios Points in respect of the Upgrade will not be re-credited to the Member.
  18. Standard booking lead times apply as set out in the standard redemption conditions of use. Members are responsible for paying additional taxes, fees, charges and surcharges.
  19. Where a member is part of a Household Account, a member can only make an Upgrade using Avios Points booking for another member of the Household Account.
collapsedshowPurchase Avios
  1. The Purchaser can purchase a maximum of 27,000 Avios Points in any one calendar year.
  2. Avios Points can only be purchased in multiples of 1,000.
  3. The Purchaser will be able to spend Avios Points when they appear as credited in the Purchaser’s Executive Club account. There may be occasions where there is a delay in the Avios Points being credited to your account. Please check details with your local service centre.
  4. Avios Points can only be purchased online using the Purchase Avios Points Application Form.
  5. The Purchaser must be a Member of the British Airways Executive Club and aged 18 or over.
  6. Purchasing Avios Points will reset the 36-month Avios Points expiry rule, as set out in the Executive Club Terms and Conditions.
  7. The Purchaser may cancel the purchase of the Avios Points within 7 days of the transaction taking place so long as such Avios Points have not been used. The Purchaser must make the request in writing (including by email) or by telephone to the Executive Club in their country (contact details can be found on ba.com) and will receive a refund within 30 days of the request. Avios Points which are subsequently refunded will not constitute activity for the purposes of the 36-month Avios Points expiry rule.
  8. In accordance with the Executive Club Terms and Conditions, Members will be liable for all taxes and other charges associated with travel on British Airways or a Service Partner airline (as defined in Clause 2 of the Executive Club Terms and Conditions), including without limitation, airport departure tax, customs fines, immigration fees, airport charges, customer user fees, carrier imposed charge, agricultural inspection fees, security and insurance surcharge or other incidental fees or taxes charged by any person or relevant authority or body.
  9. In the case of Fraud or Misconduct, both as defined in Clause 2 of the Executive Club Terms and Conditions, British Airways reserves the right at any time in its absolute discretion to terminate the membership of any Member and may cancel all accrued and accruing Avios Points of the Member and any reward booking.

Purchasing Avios Points for someone else

  1. The Purchaser can purchase a maximum of 27,000 Avios Points for any one Member, in any one calendar year. There may be occasions where there is a delay in the Avios Points being credited to your account. Please check details with your local service centre.
  2. A Recipient of purchased Avios Points can receive a maximum of 27,000 Avios Points in any one calendar year in aggregate, irrespective of the number of Purchasers.
  3. The Recipient will be able to spend Avios Points when they appear as credited in the Recipient’s Executive Club account.
  4. Avios Points can only be purchased in multiples of 1,000.
  5. The Purchaser can only purchase Avios Points for one Recipient per transaction
  6. Avios Points can only be purchased online using the Purchase Avios Points Application Form.
  7. In order to purchase Avios Points, the Purchaser will need to know the Recipient’s full name, email address and Executive Club membership number. The Purchaser should ensure that the Recipient has not received more than 27,000 Avios Points, including the proposed Avios Points transaction, in that calendar year. The Purchaser and Recipient will receive an email once the purchase is complete.
  8. Both the Purchaser and Recipient must be Members of the British Airways Executive Club.
  9. The Purchaser must be 18 or over. The Recipient can be of any age, however, if the Recipient is under the age of 18, he or she must be a Member of a Household Account.
  10. Purchasing Avios Points will reset the 36-month Avios Points expiry rule, as set out in the Executive Club Terms and Conditions, for the Recipient.
  11. The Purchaser may cancel the purchase of the Avios Points within 7 days of the transaction taking place so long as such Avios Points have not been used by the Recipient. The Purchaser must make the request in writing (including by email) or by telephone to the Executive Club in their country (contact details can be found on ba.com) and will receive a refund within 30 days of the request. By making such request, the Purchaser warrants and represents that they have obtained the consent of the Recipient and hereby acknowledges and agrees that British Airways and its subsidiaries will have no responsibility to the Recipient for such cancellation. Avios Points which are subsequently refunded will not constitute activity for the purposes of the 36-month Avios Points expiry rule.
  12. In accordance with the Executive Club Terms and Conditions, Members will be liable for all taxes and other charges associated with travel on British Airways or a Service Partner airline (as defined in Clause 2 of the Executive Club Terms and Conditions), including without limitation, airport departure tax, customs fines, immigration fees, airport charges, customer user fees, carrier imposed charge, agricultural inspection fees, security and insurance surcharge or other incidental fees or taxes charged by any person or relevant authority or body.
  13. The Purchaser must not demand and the Recipient must not offer any value or value in kind for Avios Points. Such activity or any other use of Avios 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 British Airways and the Member. In the event of such a breach, British Airways reserves the right at any time in its absolute discretion to terminate the membership of any Member. British Airways shall write to such Member stating their membership is being terminated for this reason.
  14. In the case of Fraud or Misconduct, both as defined in the Executive Club Terms and Conditions, British Airways reserves the right at any time in its absolute discretion to terminate the membership of any Member and may cancel all accrued and accruing Avios Points of the Member and any reward booking.
collapsedshowGold Upgrade Vouchers*
  1. 1 x Gold Upgrade for Two voucher can be earned by Gold Members when they earn 2,500 Tier Points and 2 x Gold Upgrade for One vouchers can be earned when they earn 3,500 Tier Points. Gold Upgrade vouchers are a single cabin class upgrade available on a single or return booking. For example: :

    • 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)
    • World Traveller Plus to Club World
    • Club World to First (where fitted on the aircraft)
  2. Gold Upgrade for Two vouchers can be used for up to two travellers on the same reservation, or a single traveller, but cannot be divided and when used cannot be used again. Existing Gold Upgrade for Two vouchers awarded to Members' accounts also cannot be divided.
  3. Gold Upgrade vouchers must be booked within 12 months from the date of issue.
  4. Gold Upgrade vouchers can be used in conjunction with any published fare sold directly by British Airways, including Avios Points redemption bookings. However, it excludes group bookings and those sold as part of a packaged holiday. Gold Upgrade vouchers may be used in conjunction with eligible industry or agency discounted fares only.
  5. Gold Upgrade vouchers cannot be used in conjunction with any bookings that have already been subject to an upgrade (Avios Points for Upgrade or Gold Upgrade vouchers), or any other promotions/offers.
  6. Rules of the ticket are governed by the original fare paid. In the case of redemptions tickets Standard Redemption Rules apply.
  7. Gold Upgrade vouchers are available for British Airways and franchise operated flights only. Partner and codeshare flights excluded.
  8. Gold Upgrade vouchers cannot be applied to a booking containing any other carriers than British Airways.
  9. To upgrade a new Avios Points booking please go to ba.com or contact your Service Centre, or to upgrade an existing Avios Points booking please contact your Service Centre. To upgrade a new paid booking please go to ba.com or call your local Service Centre. Gold Upgrade vouchers cannot be redeemed at the airport.
  10. When a Member books Gold Upgrade vouchers direct with British Airways the Member must pay for the ticket, but is permitted to give the ticket and upgrade to someone else.
  11. The Member and/or those travelling using Gold Upgrade vouchers will be personally responsible for any tax payable by them as a result of this offer.
  12. Gold Upgrade vouchers are not an entitlement to travel and are subject to reward capacity restrictions.
  13. Cancellations: If you cancel your upgraded booking the rules of the original ticket apply. If a cancellation is made more than 24 hours before departure your Gold Upgrade voucher(s) will be reinstated, provided the Gold Upgrade is within its 12 month validity period. If a cancellation occurs within 24 hours of departure, the Gold Upgrade voucher(s) will be invalid for further use.
  14. If using your Gold Upgrade voucher(s) on an existing booking and your ticket has already been issued, you will need to send in your tickets 21 days in advance of travel, for your tickets to be re-issued. If you hold an e-ticket this will take 24 hours. For bookings made through a travel agent, Gold Card Upgrade vouchers can only be used before the booking has been ticketed.
  15. Infants: If an upgraded booking contains an infant travelling on an infant fare, the infant will be automatically upgraded with the adults. Child fares will be subject to the same rules as adults.
  16. Household Accounts: Any Household Account Member who earns Gold Upgrade vouchers must redeem them personally. Gold Upgrade vouchers are not part of the Household Account pool and cannot be redeemed by another Member of the Household Account. Household Account Members who earn Gold Upgrade vouchers are subject to applicable Household Account redemption rules, whereby the Gold Upgrade vouchers can only be used for members within the Household Account. These upgrades cannot be allocated to Executive Club Members under age 18. An upgrade earned by a member under 18 is allocated to the Head of that Member's Household Account.
  17. Standard booking lead times apply for your area. Members are responsible for paying additional taxes, fees and carrier charges.

*Standard booking lead times apply. Members are responsible for paying additional taxes, fees, charges and carrier charges.

collapsedshowConcorde Room Card
  1. Invited Executive Club Gold Card holders who have earned at least 5,000 Tier Points in a membership year, or Premier Members, will be eligible to receive a Concorde Room Access Card. Concorde Room Access Cards will be valid upon receipt (at the point the member earns 5,000 Tier Points) until the expiry date shown on the card.
  2. Only the member named on the card may use it (no guest access allowed) or quote the membership number. Cards are not transferable in any circumstances.
  3. The Card is not a credit card. It remains the property of British Airways and must be returned if requested.
  4. The member should produce the card or membership number at any time whilst travelling or otherwise utilising any Services at the request of British Airways or a Service Partner.
  5. In the event that the Member either earns 5,000 Tier Points within their current or subsequent membership year, or retains their Premier card, British Airways will renew and re-supply another Concorde Room Access Card for 12 months.
  6. Further provisions about use of Lounges are set out on ba.com.
collapsedshowGold Priority Reward
  1. This benefit is only available to Gold Executive Club members.
  2. Bookings to use double Avios Points can only be made by calling your Executive Club service centre and cannot be made online.
  3. Bookings must be made at least 30 days prior to date of travel.
  4. Flight(s) must still have seats available for sale in the desired cabin of travel.
  5. Double Avios Points may not be used in conjunction with [i] Avios & Money, [ii] Gold Upgrade for Two; or [iii] Avios for Upgrade or [iv] American Express Vouchers.
  6. Only available on British Airways mainline operated flights.
  7. A service fee applies.
  8. Any telephone and online booking/service fees apply as detailed on ba.com.
  9. Once booked, changes can be made both online and by telephone but cancellations and/or refunds must be requested by calling the service centre.
  10. If the member chooses to cancel the reward flight, Executive Club terms and conditions apply.
  11. Executive Club Terms and Conditions apply.
  12. Reward flights are subject to applicable taxes, fees, charges and airline surcharges.
  13. When you book your flight, the standard Avios Points price for a reward flight will be debited immediately; and following this the additional Avios Points will be debited from the Executive Club member's account within 21 days.
collapsedshowSpending Avios on Hotel, Car Rental and Experiences

These booking terms and conditions apply to all new bookings for ground services (hotels, car hire, experiences and other services other than flight services) completed on the internet at ba.com or on the telephone from 16 November 2011. These terms and conditions are between you and British Airways Plc. and the Avios Group Limited. These ground services are only available for purchase for members who are resident in the countries specified below:

Eligible countries
Countries eligible for online and offline sales Anguilla, Antigua, Bahamas Barbados, Bermuda, Canada, Cayman Islands, Grenada, Ireland, Jamaica, South Africa, St.Lucia, Trinidad, Turks & Caicos, UAE, UK, USA
Countries eligible for online sales only Andorra, Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Greece, Hong Kong, Hungary, Israel, Italy, Luxembourg, Malaysia, Netherlands, Nigeria, Norway, Poland, Portugal, Romania, Singapore, Spain, Sweden, Switzerland, Turkey

1. Your booking

1.1. These are the booking conditions that apply to your booking of ground services using Avios under the Executive Club Scheme. They do not apply to any flight bookings using Avios booked through the Executive Club which can be separately booked at ba.com and are subject to the terms at Executive Club Terms and Conditions.

1.2. Your contract for your ground services will be with the Avios Group Limited (a member of the same group of companies as British Airways) who is responsible for the provision of those services.

1.3. British Airways will be responsible for servicing your booking on behalf of the Avios Group Limited and in the event of any service request or enquiry you should contact the British Airways Executive Club online or on the phone using the contact details at contact the Executive Club.

1.4. Your payment for ground services bookings are subject to an ABTA bond obtained by the Avios Group Limited and placed with an ABTA approved bond provider. The Avios Group Limited is an ABTA member (ABTA No. C6622). This has been done voluntarily to provide greater assurance when booking with us. We reserve the right to withdraw those arrangements at any time but it will not affect customers who book while the ABTA bond remains in place.

1.5. Unless otherwise stated in these Executive Club Conditions of Use, capitalised terms are as defined in the Executive Club Terms and Conditions.

1.6. If you purchase multiple ground services each of those transactions are separately contracted for pursuant to these terms and conditions and those services do not form part of a pre-arranged combination of services and do NOT form a “Package” pursuant to the European Directive of Package Travel, Package Holidays and Package Tours 1990. Experiences are fulfilled and supplied by Viator and cannot be changed or refunded. British Airways acts as an agent.

1.7. In these booking conditions, "we", "us" and "our” refers to both British Airways Plc and the Avios Group Limited unless specific reference is made to either British Airways or the Avios Group Limited.

British Airways Plc is a limited company registered in England under company no. 1777777 whose registered address is Waterside, PO Box 365, Harmondsworth, UB7 0GB.

The Avios Group Limited is a limited company registered in England under company no.2260073 whose registered address is Astral Towers, Betts Way, London Road, Crawley, West Sussex RH10 9XY.

1.8. PLEASE NOTE: if you have made a booking and you then make a subsequent request for an amendment that it is not possible to amend the booking and it will require a complete cancellation (subject to the terms applicable to cancellations) and re-booking of the booking and any such re-booking is subject to availability. This may mean that the new booking you obtain is at a higher rate, different terms or that you are unable to book. For details of the cancellation terms please see clause 6.

1.9. As each of the bookings for ground services are held separately to each other (and to any flight bookings you make) please ensure that any customer service request is made in relation to each individual element of the services.

1.10. These booking conditions apply to your booking as follows:

Clauses 1 to 3 and 4 to 12 inclusive, apply to all bookings made with us;

Clause 13 applies to travel insurance.

1.11. If you have booked car rental or experiences with us, there are separate terms and conditions which apply in addition to these booking conditions. Please refer to the information provided at the time of booking.

1.12. Any special offers booked may have specific terms and conditions attached, in addition to these booking conditions. Please refer to the promotional literature and check these before booking as once confirmed you are deemed to have accepted them.

 

2. General legal provisions and responsibilities

2.1. Your contract is governed exclusively by English law and is subject to the non-exclusive jurisdiction of the courts of England and Wales.

2.2. The Avios Group Limited has contracted with independent contractors to provide hotel accommodation, car rental and other land services. Neither British Airways Plc, the Avios Group Limited, nor any of its subsidiaries or affiliates, (together hereafter referred to as “BA”)) are responsible for any acts and/or omissions of these independent contractors, their employees, agents, servants or representatives and BA will accept no responsibility or liability in respect of either person or property for any loss, damage, injury, accident, delay or irregularity however occasioned, sustained or suffered during or on any land services, or in the carrying out of any such arrangements booked by or through BA. For the avoidance of doubt, this clause does not seek to exclude liability for death or injury to the extent caused or contributed to by the negligence of BA or its employees.

2.3. The booking conditions apply equally to you and to all persons named in your booking.

2.4. The law regarding accommodation for persons with disabilities varies from country to country and we cannot guarantee that all hotels, transport and amenities will be equipped and suitable for wheelchair users or disabled persons.

2.5. If you have special requests, these can be requested at time of booking. Please note that while we do our best to fulfil special requests and advise the supplier of your preferences these cannot be guaranteed. Special requests may be subject to additional charges which are payable locally direct to the supplier.

2.6. We are not responsible for setting or enforcing any applicable local legal drinking age.

 

3. When your contract with the Avios Group Limited comes into force

3.1. This Clause does not apply to travel insurance. Travel insurance is dealt with in Clause 13.

3.2. If you book directly with us over the telephone, your contract will come into existence with the Avios Group Limited immediately and we will send you an email or letter confirming your travel arrangements, together with a link to or copy of these booking conditions. We will inform you at time of booking exactly what communications you will receive from us.

3.3. If you book with us directly on the Internet at ba.com, your contract will come into existence with the Avios Group Limited immediately at the time your booking is completed. Your booking is completed when you see a "Booking Confirmation" page on your screen.

3.4. Once you have made a booking, then any amendments to your original itinerary, whether over the telephone, the Internet or otherwise, (such as adding additional products), will be subject to these booking conditions. These booking conditions will come into effect immediately once the amendment has been confirmed.

 

4. Booking and payment

4.1. When you make a booking we will ask you to pay the price in full whether you are paying for it in Avios or in “Avios & Money” (Avios and cash).

4.2. Full payment of any cash element by credit card (or debit card for UK only) is required to make a reservation. Payment will be listed as ”British Airways on behalf of the Avios Group Limited” (or equivalent) on your credit / debit card statement.

4.3. If you have made your booking on the Internet your "Booking Confirmation" page will display a link to your vouchers. It is your responsibility to print and retain these vouchers.

4.4. If you have made your booking via telephone you will receive a "Booking Confirmation email" which will display a link to your vouchers. It is your responsibility to print and retain these vouchers.

4.5. Your vouchers are important documents serving as confirmation of payment and as an exchange document. You must take these vouchers with you and exchange them for the services you have booked through us. Without them you will not be able to prove that you have booked and paid for the relevant product/service and the product/service will not be provided by the supplier or you may be charged locally by the supplier.

4.6. You should check carefully the booking details and all documentation provided to you (including these booking conditions) and contact us immediately if you think any details we give you are inaccurate.

4.7. Only we, the person who makes or pays for the booking, those individuals whose names appear in the booking and will be using the services and, when travel insurance is purchased, those persons referred to in Clause 13 shall have any rights to enforce any of these booking conditions. Except as stated in Clause 13, only we and the person who makes the booking, or payment, may cancel or change it or any part of it and the consent of any other persons whose names appear on the booking is not required for any such change or cancellation.

4.8. The person who makes or pays for the booking must be at least 18 years old. Some hotels and other suppliers may require some or all of your group to be at least a particular age, or for at least one person in each room to be of at least a particular age (some hotels in the USA for example impose a limit of 21 years old). We will endeavour to inform you of any such requirement at or before the time of booking. In the case of experiences, age and weight restrictions may apply for certain activities.

4.9. You will not earn Avios on purchases of ground services regardless of whether they are paid for in Avios or “Avios & Money” (Avios and cash).

 

5. The price

5.1. Prices are quoted in Avios [and the local currency as determined by your country of departure].

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

5.3. Hotel and apartment prices are per room per night, and are based on the dates and occupancy you specify to us at the time of booking.

5.3.1. 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.

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

5.3.3. 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.

5.4. 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 ba.com 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.

5.5. 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.

5.6. If you obtain a quote from us for a booking, but do not book it at the time, we reserve the right to increase or decrease the price at any time before you book. Once your booking is confirmed, the price is guaranteed and will not change should the same arrangements be sold subsequently at a higher or lower price.

5.7. The following are not included in the price:

  • travel insurance (which we strongly recommend you take out for your trip);
  • flights;
  • cots and food for infants (usually payable directly to the hotel);
  • meals (unless otherwise specified);
  • room service (unless otherwise specified);
  • transfers (unless otherwise specified);
  • excursions or entrance fees (unless otherwise specified);
  • all tips, laundry and all items of a personal nature such as beverages, taxi and bus fares, shopping expenses;
  • passport, visa and health protection fees;
  • hotel car parking (where applicable) and the cost of getting to and from the airport;
  • certain hotel and apartment facilities, such as sports and leisure equipment. If in doubt, please contact us prior to travel or ask at the reception desk on arrival.

5.8. Definitions of a "child" may vary by reference to age between our suppliers and will determine the price you pay for them.

5.8.1. 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).

5.8.2. 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.

6. Cancellations by you

6.1. To cancel your booking including where cancelling prior to rebooking (subject to availability and applicable charges), you will need to contact your local call centre for assistance, as these can not be carried out online at ba.com. For call centre details please go to Contact Executive Club.

6.2. If you wish to book extra services that were not included in your original booking (for example extra nights' accommodation) you can do so by contacting us, subject to availability of the additional services.

6.3. If an individual wishes to cancel from a booking, but not the entire party, this will require a cancellation and re-booking of the booking for the entire party (subject to the cancellation charges for the whole party) and any such re-booking is subject to availability. This may mean that the new booking you obtain is at a higher rate, different terms or that no booking is not available.

6.4. Amendments to your booking will be treated as cancel and re-book (subject to availability and applicable charges)

6.4.1. PLEASE NOTE: if you have made a booking and you then make a subsequent request for an amendment that it is not possible to amend the booking and it will require a complete cancellation (subject to the terms applicable to cancellations) and re-booking of the booking and any such re-booking is subject to availability. This may mean that the new booking you obtain is at a higher rate, different terms or that no booking is not available. For details of the cancellation terms please see clause 6.5.

6.4.2. We do not permit name changes. This means any name change is treated as a cancellation and rebooking, and as such the cancellation charges as advised at time of booking will apply (see Clause 6.5).

6.5. Cancellation of your booking - charges

6.5.1. If you cancel your booking after your contract comes into existence, the following applies:

For cancellations by you, we will levy a cancellation charge. Our standard cancellation charges are set out at time of booking and are as follows (unless otherwise advised at the time of booking):

a. cancellation over 72 hours before commencement of relevant services: full refund minus applicable cancellation service charges notified to you at the time of booking and any offline service charges;

b. cancellation within 72 hours of commencement of relevant services (including “no shows” which are deemed as cancellations): 100% cancellation charge and any offline service charges.

The percentages referred to in the cancellation charges are percentages of the price stated on your confirmation email or letter, unless a fixed value is advised.

Cancellation penalties are levied by us in order to cover the charges we incur from our suppliers and our administrative costs and become payable immediately.

6.6. Cancellation fees

6.6.1. Cancellation charges will be applied to your booking as determined by the country of departure, the currency you booked in, and any special conditions attached to the product you have chosen. The eligibility to cancel and the actual charges applied will be clearly displayed during the booking process before you confirm payment. (If you have not completed your booking, you can view Cancellation Fees by closing this window). Should you require a copy, you should print this off now.

Once you have a confirmed booking, if you require a copy of the Cancellation Fees applicable to your booking, you will need to call British Airways to be advised what these are.

6.6.2. After departure, no refund will be made on any part-used itineraries. For example where you have checked out of your hotel early or returned your car rental early a 100% charge will apply.

6.6.3. Offline Booking Fees (where you have booked via a call centre and been charged a fee for this service), are non-refundable.

6.6.4. If you participated in the Carbon Offset scheme, this is non-refundable.

6.7. Charges for cancellations are calculated from the date we receive your request or notification.

6.8. We will only accept requests for cancellations from the person who made the booking.

 

7. Changes or cancellation by us

7.1. It is unlikely that we will have to change or cancel your booking. If we do make changes then we will inform the person who made the booking as soon as we reasonably can. We reserve the right to make changes that are not significant and to correct minor or obvious errors in your booking details at any time without liability to you.

7.2. We will take reasonable steps to avoid having to cancel your booking. In the unlikely event that we are to cancel your booking we will notify you and we will provide a full refund.

7.3. We are only liable to you for cancellations or significant changes to your booking by us. A significant change is one that we make to your booking before your departure that affects an essential term of your contract. Examples of a significant change includes changes by us to:

a. your destination area;

b. your booked accommodation to that of an alternative property of a lower rating;

c. your departure times or accommodation occupancy periods by more than 12 hours.

7.4. Where your booking includes accommodation please note that the following is not a significant change:

a. A change of rating for the accommodation where the quality of the accommodation has not changed significantly since the time of the booking and the facilities are substantially as set out on our website or equivalent;

b. A change in the accommodation where substitute accommodation is offered in a similar location and at least equivalent quality (at no additional cost to you);

c. A change in the particular type of room booked where the substitute room is of at least equivalent quality.

7.5. We are not liable to pay you compensation even for significant changes to your booking if Clause 10.3 applies.

7.6. If we make a significant change to your booking then, whether compensation is payable or not, you have a choice. You may:

a. accept the changes;

b. accept substitute arrangements of equivalent or superior quality that we are able to offer you;

c. accept substitute arrangements of lower quality that we are able to offer you together with a refund of the difference in price between the original and the substitute arrangements;

d. cancel your booking altogether, in which case we will refund in full all Avios and money you have paid us for the booking.

7.7. You must tell us which one of the above choices (under Clause 7.6) you make within 7 days of being informed of the significant change we are making, or as soon as reasonably practicable if your departure is less than 7 days from the date you receive notification. If we do not receive notification from you about your choice you are deemed to have accepted the option in Clause 7.6(a) above.

7.8. Unless Clause 10.3 applies, you agree that if a significant change is made to your booking, whichever choice you make under Clause 7.6 above, we will only pay you for losses which may fairly and reasonably be considered as arising naturally (that is, according to the usual course of things) from the significant change we make.

 

8. Your responsibilities

8.1. Behaviour

If, in our reasonable opinion or the reasonable opinion of the provider of any part of the services to which your booking relates, you are behaving in a way which will cause or is likely to cause danger or distress or annoyance to others or damage to property, we may terminate your booking. If this happens, we will not pay you anything and you will be responsible for travel back to your point of origin. If we incur expense as a result of your behaviour you shall fully compensate us for that expense.

8.2. Insurance

For your own protection, we strongly recommend that you and all members of your party have suitable insurance (including insurance to cover the costs of cancellation of your holiday and the costs of assisting you if you or your party has an accident or becomes ill) for the full period of your holiday. Please note it is your responsibility to ensure the insurance you purchase is suitable and adequate for your particular needs. See Clause 13.

8.3. Passport and Visas

8.3.1. You must ensure that you have a valid passport and any necessary visas to enter any country you are visiting, including transit stops, prior to your departure.

8.3.2. Information about which visa you need can be found at the iata travel centre or by checking with the country's embassy you are visiting.

8.4. Health & Safety

8.4.1. It is your responsibility to ensure that you are fit to travel and participate in all parts of the services you have booked and undertake. It is also your responsibility to ensure that you can prove you have any necessary vaccinations for your travel arrangements. Consult your doctor about any health requirements for all destinations to which you are travelling before your departure. We are not liable if you are refused entry to any country or part of a country because you cannot prove that you have the necessary vaccinations or because you do not comply with the health requirements of your destinations.

8.4.2. Should you need to take any medication with you, it is your responsibility to check before travel that you are allowed to take it into the country you are visiting, as some countries do not permit certain medicines which may be widely accepted in your own country. You must also ensure you take any required paperwork or authorisation from your doctor that may be required.

8.4.3. When travelling to a different country, you should take responsibility for your own safety and well being as you would do at home. Examples would be (but not exhaustive); to ensure you secure any valuable possessions, do not leave children unsupervised on balconies or swimming pools, beaches are safe for swimming, adhere to any local laws and familiarise yourself with fire procedures for the accommodation in which you are staying. In some countries due to hotter climates and restaurants which are open sided, it is a way of life to have insects, small lizards, or birds visiting, and is not a reflection on the standards of hygiene and cleanliness. However, you should take sensible precautions especially with raw food, drinking bottled water, covering yourself up or applying insect repellent. You should also be aware that when travelling a change in climate or very cold drinks may result in an upset stomach, which is not necessarily the result of poor hygiene or food preparation.

8.4.4. We recommend that all British travellers check the Foreign and Commonwealth office to help stay safe overseas, and to make informed decisions about travelling abroad. It has essential travel advice, tips and up to date information relating to specific countries.

You can also contact the travel advice call centre on 0845 850 2829.

For nationals of other countries, please check with your own government's travel advice.

 

9. Liability disclaimer

9.1. The Avios Group Limited, British Airways Plc, its subsidiaries and affiliates cannot guarantee the accuracy and therefore disclaim liability for any inaccuracies relating to the information and description of the hotel, car rental and other travel products displayed on ba.com (including, without limitation, photographs, description of hotel amenities, general product descriptions, location maps etc).

9.2. Whilst we endeavour to ensure that the products, services, amenities, facilities and descriptions on our website offer accurate and up to date information, we obtain this information from our suppliers and so cannot guarantee this always to be the case. The information is given to provide a feel for the product you have booked. Whilst we constantly strive to achieve the highest standards of accuracy, we cannot be held responsible or liable if such content is found to be inaccurate.

9.3. There is no consistent global system of hotel and accommodation star ratings. Different countries have different standards; a 3 star hotel in one country is not necessarily equivalent to a 3 star hotel in another. Therefore we have set our own star ratings to provide a standard which can be compared globally and offer them as a general guide only. However, these are not necessarily the official local rating and you should be aware that standards can vary between hotels and accommodation of the same class in different countries and even in the same country.

9.4. Changes are periodically added to the information held on our website and will reflect the latest information with which we have been provided. We will do our best to correct errors and omissions as quickly as practicable after being notified of them.

9.5. We are unable to accommodate group bookings due to the additional premiums applied by many hotels. We will not be responsible for any additional charges incurred locally as a result of ten or more individuals travelling together as a group (even if booking under separate references).

 

10. Our liability

10.1. Subject to Clauses 10.3 to 10.11. the Avios Group Limited accepts liability to you:

a. if the booking you made with the Avios Group Limited is not provided or is not provided as booked;

b. if the services the Avios Group Limited or its suppliers provide are not of a reasonable standard. Reasonable standards are judged by the standards applicable in the place where the relevant part of the booking is provided;

c. for the acts of our employees and agents, as long as they were at the time carrying out work we authorised;

d. if you or any member of your party dies, is injured or becomes ill arising from our negligence because we failed to act with reasonable care;

e. if we have deliberately misrepresented anything to you before you entered into this booking which then caused you to make the booking.

10.2. Unless Clause 10.3 applies, you agree that, if a significant change is made to your booking, which ever choice you make under Clause 7.6 above, you will be entitled to receive on account of your losses the minimum compensation amounts set out below per booking, depending on when we notify you of the change. We will only pay you for losses which may fairly and reasonably be considered as arising naturally (that is according to the usual course of things) from any significant change we make.

Period before your Departure Minimum compensation per booking (or local currency equivalent)

  • More than 48 hours 10,000 Avios Points
  • Less than 48 hours 20,000 Avios Points

 

10.3. We are not liable to pay you compensation if we or our supplier(s) are hindered from providing part or all of your booking, or if there is any failing in performance of any part of your booking, due to unusual and unforeseeable circumstances beyond our control or that of our agents, suppliers or subcontractors that could not have been avoided even if all due care had been exercised or due to an event that we or our agents, suppliers or subcontractors could not (even with all due care) have foreseen or prevented.

The circumstances and events referred to above include (but are not limited to) the following:

  • war or the threat of war;
  • riot or civil disturbance;
  • terrorist or threatened terrorist activity;
  • industrial disputes or threatened industrial disputes;
  • actions of national or local governments;
  • natural or nuclear disasters;
  • fire or flood;
  • adverse weather conditions;
  • technical problems to transport (except where these are due to poor maintenance);
  • airports and ports being closed or full;
  • car rental depots being closed;
  • changes brought about as a result of recommendations made by the Foreign and Commonwealth Office or any other government or international organisation or agency.

10.4. We only accept liability in any event for loss or damage which is caused by us or the supplier of any part of your booking and which is of a kind which could reasonably have been expected at the time the booking was made. We are not liable for any additional services for which you pay our suppliers separately since these do not form part of the booking.

10.5. We do not accept liability where any failure to provide any services in accordance with the contract or any other form of loss or damage is due to your own fault or that of any party named on your booking, including any failure to comply with your obligations in this contract, or is the result of our compliance with any instruction, request or direction given by you.

10.6. If we or our representatives arrange for you to purchase trips or excursions or other services or facilities after you have departed for your holiday locally in-resort, this is done only as your booking agent. This means that you have a contract direct with the person or company providing the trips, excursions, services or facilities and any such extra items do not form part of your booking with us. In the unlikely event that you have any problem arising out of a trip, excursion or other service or facility that does not form part of your pre-arranged booking your rights are against the person providing the trip, excursion or other service or facility and will be governed by their booking conditions.

10.7. You should make any complaints or claims in accordance with Clause 12 below. If we pay you or agree to pay you compensation you must give us or our insurers all the rights you have to take action against anyone else and you agree to provide us and our insurers with all due co-operation and assistance in respect of any such action we or our insurers take.

10.8. Air, sea, rail and road transport is subject to various international conventions that limit the liability of the carriers. Our liability is limited in accordance with all such international conventions to the extent to which they apply. A copy of the convention applicable to most international air carriage is available for purchase through the International Civil Aviation Organisation on +44 (0)161 499 0023 or download on the internet. Additionally, your booking may be serviced by carriers, hotels, car rental companies and other parties who have their own booking conditions of carriage and business and over whom we may have no direct control. Their booking conditions may strictly limit the circumstances in which compensation is payable to you by them and you agree to be bound by their booking conditions. Copies of their booking conditions are available on request.

10.9. Except in cases of death, injury or illness, our liability is limited to a maximum of three times your booking price attributable to the person affected. This maximum applies where everything possible has gone wrong and you prove that no benefit or enjoyment has been obtained. In all other circumstances we agree to pay compensation that is reasonable and proportionate for the reduction in value of your booking and any loss of enjoyment you prove subject to the above maximum.

10.10. If you encounter significant problems that are not our responsibility and/or are the result of something that happens other than in the course of the booking set out in your e-ticket receipt or confirmation letter as a result of which you suffer death, injury or illness, we will offer you reasonable and prompt assistance including assistance in sorting out any problem with the person responsible. This assistance is limited in money terms to £5,000 (or equivalent currency) per e-ticket receipt or confirmation letter and you must repay this if you are successful in any claim against the person responsible. You must notify us in writing of the steps that you intend to take against the person responsible within 90 days of the relevant occurrence and obtain our written approval which will not be unreasonably withheld.

10.11. These booking conditions shall not limit our liability to you for death, injury or illness.

 

11. Complaints and claims

11.1. We can usually sort out problems on the spot if we know about them. If you have cause to complain about the land arrangements of your holiday (hotel, car rental, transfers, experiences) please:

  • tell the relevant service supplier;
  • if the problem cannot be sorted out this way please contact our 24 hour Duty Office on +44 (0)208 7074455;
  • if the problem still cannot be resolved, then please notify us in writing:

British Airways Customer Relations

PO Box 5619

Sudbury

Suffolk

CO10 2PG

11.2. You should notify us in writing of all complaints as soon as possible and in any event no later than 30 days after your return home. This is to give us a reasonable opportunity to make appropriate enquiries and obtain evidence. If you do not follow this procedure it will make it harder for us to resolve your complaint and this could prejudice any claim for compensation that you wish to make.

11.3. You must in any event notify us in writing of any claim for compensation within 42 days of the claim arising.

 

12. Data protection

12.1. If you make a booking with us, the Avios Group Limited and/or British Airways Plc will record your personal details and this will be processed in accordance with the UK Data Protection Act. Your data will be used principally to meet your requirements. We retain the data you provide from time to time, including your purchase history and data we collect when you use our products and services. Your data may be used for the following purposes: accounting, billing and audit, credit or other payment card verification and screening, immigration and customs control, safety, security, health, administrative and legal purposes, statistical and marketing analysis, operation of awards schemes, systems testing, maintenance and development, customer relations and to help us in any future dealings with you, for example by identifying your requirements and preferences. For these purposes we may disclose your data to any of the following: the Avios Group Limited, other companies in the British Airways group and other companies involved in meeting your requirements, our Oneworld partner airlines and franchisees, data processing companies, travel agents, government and enforcement agencies, credit and charge card companies and screening service providers. This may involve sending your data between different countries, including countries outside the European Economic Area.

12.2. British Airways and other airlines are required by laws in the USA and other countries to give border control agencies access to booking and travel information. Accordingly any information we hold about you and your travel arrangements may be disclosed to the customs and immigration authorities of any country in your itinerary.

12.3. It may be a requirement when travelling to or from certain destinations that passengers must provide the airline on which they are travelling with certain passport and associated information prior to departure. If this information is required, you will be advised at the time of booking.

12.4. If you purchase travel insurance from us please note the specific data protection provisions notified at the time of booking such insurance.

 

13. Travel insurance

13.1. You are strongly advised to obtain travel insurance, as that may be able to assist in a situation where we are not liable.

13.2. Please note travel insurance can be purchased via ba.com when it is linked to a travel booking for some markets. Due to insurance regulations we can only sell travel insurance to you when you also purchase a flight or hotel accommodation from us. Travel insurance is subject to the terms and conditions indicated at the time of purchase.

13.3. Depending on your country of residence, British Airways sells travel insurance to you as an agent for:

13.3.1. Residents of the United Kingdom: Preferential Insurance Services Limited and Optimum Underwriting Limited who are professional insurance intermediaries, who are authorised and regulated by the Financial Services Authority (FSA). This policy is underwritten by Optimum Underwriting Limited on behalf of Europaische Reiseversicherung AG, Munich, Germany ("ETI"). ETI is licensed by BAFIN (Bundesanstalt fur Finanzdienstleistungsaufsicht) and approved by the Financial Services Authority (FSA).

13.3.2. Residents of the USA: BerkelyCare, who are a division of Affinity Insurance Group who offer insurance underwritten by National Union Fire Insurance Company of Pittsburgh, Pa., a Pennsylvania insurance company, with its principal place of business at 70 Pine Street, New York, New York 10270. It is currently authorized to transact business in all states and the District of Columbia. NAIC No. 19445.

13.3.3. Residents of Canada: Freedom travel Insurance is administered by North American Air Travel Insurance Agents Ltd., d.b.a. travel underwriters, a licensed insurance broker, 11th Floor, 6081 No. 3 Road, Richmond, BC, Canada V6Y 2b2. Insurance is underwritten by Industrial-Alliance Pacific Life Insurance company and certain Lloyd's underwriters, severally and not jointly.

13.3.4. Residents of Europe: British Airways travel insurance is underwritten by ELVIA Travel Insurance International N.V., Poeldijkstraat 4, 1059 VM Amsterdam, The Netherlands. Corporate Identification no 33124664.

13.4. Because British Airways acts as an agent we do not have responsibility or liability for the actions or omissions of the organisations named above. They are responsible to you for the travel insurance, and have the benefit of the Booking Conditions and the policy terms.

13.5. As British Airways acts as an agent for the companies as specified in Clause 13.3., travel insurance will NOT form part of any Package pursuant to the European Directive of Package Travel, Package Holidays and Package Tours 1990.

collapsedshowSpending Avios on Wine
  1. Avios 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 BA Executive Club member. By purchasing wine with Avios, Eligible Participants confirm that they have accepted the terms and conditions set out below.
  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.
  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.
  4. Once ordered your wine will be delivered free of charge to your nominated address and should arrive within 7 days. If you have not received your order within 14 days, please contact Laithwaites Wine directly on +44 (0) 3330 142 760.
  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.
  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 British Airways Executive Club, PO Box 111, Sudbury, Suffolk, CO10 2PG of your decision to cancel this contract by a clear statement (e.g letter sent by post). You may use the cancellation form available below 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)
    (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: British Airways Executive Club, PO Box 111, Sudbury, Suffolk, CO10 2PG
    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
  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.
  8. Avios and Avios purchases are subject to the BA Executive Club Terms and Conditions.
collapsedshowStandard Redemption Rules

Note: The Standard Redemption Rules comprise the following sections of the Executive Club Terms and Conditions:

Redeeming Avios Points

Changes to Rewards

Cancellation of Rewards

collapsedshowCombine my Avios

Combine my Avios — Terms and Conditions

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

'Combine my Avios' is hosted by the Avios Group Limited Limited.

  1. Once Avios have been transferred to a Programme they are subject to the Terms and Conditions of that Programmes as applicable at the date of transfer. In the event of any dispute as to the entitlement to the Avios Points originally issued to a Member the Terms and Conditions of the Scheme under which Avios Points were issued shall apply.
  2. 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 'Combine my Avios' will be refused until both Programmes have received proof of the change.
  3. Members of a Household Account under the Programmes may not use 'Combine my Avios' other than (a) from a British Airways 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 British Airways Executive Programme. Any other Household account transaction will not be permitted under Combine my Avios.
  4. Avios can be moved between Programmes using 'Combine my Avios' online or if this service is unavailable by calling your local customer service centre. In order to move Avios using 'Combine my Avios', 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 'Combine my Avios' facility.
  5. By using 'Combine my Avios' 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.
  6. Only the Member may request to transfer Avios using 'Combine my Avios'. Members should not share Membership numbers and passwords in order to allow an unauthorised third party to use 'Combine my Avios'. We cannot be held responsible for any fraudulent use of Avios in the event of the Member allowing a third party access to his or her account.
  7. There is no limit to the number of Avios that a Member may move.
  8. 'Combine my Avios' can not be used to transfer to or from the Iberia Plus Programme within 90 days of joining the Iberia Plus Programme.
  9. Avios Points transferred using 'Combine my Avios' cannot be used by members of the Avios Scheme for bookings where taxes, fees and charges are included in the Avios Points booking price.
  10. Avios moved using 'Combine my Avios' 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 Avios; 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 Avios; from one Programme to another Programme.
  11. Moving Avios using 'Combine my Avios' will not count as earning or redeeming Avios; and will not prevent the expiry of your Avios balance under the Programmes Terms and Conditions.
  12. We reserve the right to stop, suspend or limit 'Combine my Avios' at any time without notice.; We may refuse to allow use of 'Combine my Avios' by any Member in relation to any or all transactions at our discretion.
  13. We reserve the right to change the 'Combine my Avios' Terms and Conditions at any time without notice.
collapsedshowCombine my Avios/Destinations miles

Combine my Avios/Destinations miles — Terms and Conditions valid from 28 June 2012

'Combine my Avios' allows you to transfer destinations miles in the Diamond Club to Avios in the Executive Club.

'Combine my Avios' is hosted by Avios Group (AGL) Limited on behalf of British Airways. Avios Group (AGL) Limited is a subsidiary of British Airways Plc.

1. Once destinations miles have been transferred to Avios they are subject to the Terms and Conditions of the Executive Club as applicable at the date of transfer. In the event of any dispute as to the entitlement to the destinations miles originally issued to a Member the Terms and Conditions of the Diamond Club shall apply. If you are not entitled to the destination miles that were transferred to Avios, you agree that British Airways may reduce your Avios balance by the relevant amount.

2. A Member may only move destinations miles to Avios under the following conditions:

  • The Member must 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 'Combine my Avios' will be refused until both Programmes have received proof of the change.

3. Members with a Family Membership in the Diamond Club may not use 'Combine my Avios' other than from a Diamond Club individual account to an individual account under the British Airways Executive Club Programme. Any other Family Membershipaccount transaction will not be permitted under Combine my Avios.

4. Destinations miles can be moved between Programmes using 'Combine my Avios' on ba.com or if this service is unavailable by calling your local British Airways Executive Club service centre. In order to move destinations miles using 'Combine my Avios', 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 'Combine my Avios' facility.

5. By using 'Combine my Avios' you authorise that your Personal Data will be passed between the Programmes and the companies operating the Programmes and hosting the 'Combine my Avios' tool 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.

6. Only the Member may request to transfer destinations miles to Avios using 'Combine my Avios'. Members should not share Membership numbers and passwords in order to allow an unauthorised third party to use 'Combine my Avios'. We cannot be held responsible for any fraudulent use of destinations miles or Avios in the event of the Member allowing a third party access to his or her account.

7. There is no limit to the number of destinations miles that a Member may move to Avios.

8. Destinations miles moved using 'Combine my Avios' will usually be shown against the Executive Club account immediately and will usually be available for use immediately. However occasionally the transaction may take longer to show and until shown the Avios 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 destinations miles to Avios from one Programme to another Programme.

9. Moving destinations miles to Avios using 'Combine my Avios' will count as earning or redeeming Avios and will prevent the expiry of your Avios balance under the Executive Club Terms and Conditions.

10. We reserve the right to stop, suspend or limit 'Combine my Avios' at any time without notice. We may refuse to allow use of 'Combine my Avios' by any Member in relation to any or all transactions at our discretion.

11. We reserve the right to change the 'Combine my Avios' Terms and Conditions at any time without notice.

collapsedshowReward Flight Saver
  1. The Reward Flight Saver (RFS) is available to BA Executive Club Members who have earned at least one Avios Point in the 12 months prior to booking a flight under the RFS (“Eligible Members”). The RFS entitles Eligible Members making a redemption booking (including an Avios & Money booking) to pay a flat cash price in respect of taxes, fees and charges on a qualifying flight, (the “RFS Flat Cash Price”), in place of the actual taxes, fees and charges applicable to the booking.
  2. The RFS is subject to the Executive Club Terms and Conditions and the Standard Redemption Rules. In case of conflict, these terms and conditions will prevail.
  3. RFS is available on BA and on BA franchise flights, in any cabin class, but is not available on any BA codeshare, BA partner flights or bookings containing any BA partner.
  4. RFS is only available on flights within Zones 1-3. The usual taxes, fees and charges will apply to flights outside Zones 1-3.
  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 charges will apply.
  6. Wholly domestic connections within the UK (including Jersey) and Ireland are eligible for RFS and will be charged one RFS Flat Cash Price and the applicable Avios Points for the longer journey.
  7. The RFS Flat Cash Price payable is based on a booking for a return flight, and for one-way flights will be 50% of the stated RFS Flat Cash Price.
  8. Journeys with connecting flights that are not wholly domestic, but still connect within Zone 3 will be charged two RFS Flat Cash Prices, plus the Avios Points applicable for each sector.
  9. The RFS Flat Cash Price payable may vary according to the cabin class, route selected, operating carrier and will be clearly displayed on the booking page.
  10. In the unlikely event that the RFS Flat Cash Price is higher than the applicable taxes, fees and charges on a booking, the Eligible Member will pay the actual taxes, fees and charges applicable to the booking.
  11. BA reserves the right to alter the applicable RFS Flat Cash Price at any time (but this will not apply to bookings already made before change).
  12. Standard booking lead times apply for your area.
  13. Telephone and online booking/service fees apply as detailed on ba.com.
  14. Changes to RFS bookings are subject to the change rules contained in the Executive Club Terms and Conditions. Date and time changes for RFS bookings are permitted for a fee, as stated on ba.com, but name changes are not permitted. Where the RFS flight is cancelled by the Eligible Member more than 24 hours prior to outbound departure, the RFS Flat Cash Price and the Avios Points (or, in the case of Avios & Money bookings, the RFS Flat Cash Price, the Avios Points & the cash) are refundable, for a fee, as stated on ba.com. The actual taxes, fees and charges applicable to a RFS booking are not refundable to the Eligible Member, unless the Eligible Member paid the actual taxes, fees and charges. No refunds are available for cancellations within 24 hours of the departure time. Once booked, changes and cancellations can be made both online and by telephone.
  15. The RFS may not be used in conjunction with [i] Priority Reward [ii] Upgrade using Avios; or any other promotions or offers, except the Gold Upgrade for Two Voucher and any credit card companion vouchers, which may be used with the RFS.
collapsedshowUsing Avios as part-payment for a flight
  1. Members can use their Avios to pay for part of the total price of selected British Airways flight bookings made on ba.com.
  2. Bookings made with this payment option will be subject to the standard fare rules associated with the fare purchased.
  3. Avios can be used to pay for bookings made on ba.com or by calling a British Airways Contact Centre. Avios cannot be used to pay for flights booked through a travel agent.
  4. This payment option is only available on British Airways operated flights, and not on any codeshare services. The entire booking must be eligible for Avios part-payment for it to be applied to the booking.
  5. The Avios payment rates are defined in a fixed set of currencies. If more than one Avios payment option is available, it is not possible to change the price option chosen once a booking has been made.
  6. The Avios payable will depend on the cabin class, route selected, and will be clearly displayed on the booking page.
  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).
  8. When a Member makes a booking using Avios, the Member must make the relevant payment for the ticket. The Avios will be debited from the booker’s Executive Club account, for each passenger on the booking.
  9. The Avios 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 Avios and Tier Points to be accrued by each Executive Club Member on the booking will be in line with commercial fare rules.
  10. When Avios have been used as part payment, the Avios 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.
  11. In the case of a household account, current redemption rules apply regarding the debiting of Avios 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.
  12. Avios part-payment may not be used in conjunction with any other promotional offers, unless expressly stated otherwise.