The Complete Guide. Version 1: 27 June 2013 BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 1

Transcription

1 The Complete Guide Version 1: 27 June 2013 BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 1

2 Contents Introduction 3 Everything you need to know about the Executive Club 3 How to use this document 3 First, the basics 3 Tier Points 4 How do Members move through the tiers? 5 Earning Tier Points with British Airways 6 Earning Tier Points with other airlines 7 Avios 8 Collecting Avios 9 Collecting Avios through flying 9 Collecting Avios on the ground 10 Purchasing Avios 12 Combining Avios 12 Spending Avios 13 Spending Avios on flights and upgrades 13 Spending Avios on the ground 15 Sharing Avios 16 Household Accounts 16 Transferring Avios 16 Claiming missing Tier Points and Avios 17 Tier Privileges 18 Blue membership privileges 18 Bronze membership privileges 19 Silver membership privileges 20 Gold membership privileges 22 Gold Guest List membership privileges 24 Index JUNE 2013 : BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 2

3 Everything you need to know about the Executive Club How to use this document This document tells you all there is to know about the British Airways Executive Club. As a Club, we offer benefits and privileges to our Members and we ve included them all here as a reference point for you. The purpose is to simply give you the facts you need so you have them to hand when you re creating marketing communications. However, when you re writing to Members, don t lift copy from this guide. Instead, refer to the Executive Club Tone of Voice Guidelines and write your messages with that in mind. Why our Members choose us British Airways Executive Club stands apart from other frequent flyer programmes. Ours is a Club where we go the extra mile; we take pride in recognising our Members and treating them as individuals, so we don t want them to feel they just join, we want our Members to feel they really belong. First, the basics There are two ways for Members to enjoy benefits from the Executive Club. They are Tier Points which Members earn to move through the Club tiers, and Avios, which are the Club s currency. These can be used for buying reward flights, cabin upgrades or even to pay for hotels and car rental*. The Executive Club is divided into four tiers Blue, Bronze, Silver and Gold with everyone starting at Blue membership. Within the Gold tier, there is Gold Guest List, an elite and bespoke service that Members reach by earning enough Tier Points. *Please note, not all these options are available in every region. 27 JUNE 2013 : BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 3

4 Tier Points What are Tier Points? Tier Points are the mechanism for Members to move through the Club. Every Member starts with zero Tier Points, but as soon as they take a flight, they can start earning them. All flights with us and our oneworld partner airlines qualify, including discounted fares. Reward flights, agency and industry discounted fares and non-oneworld partner flights are the only flights exempt from earning Tier Points. The number of points a Member earns depends on the distance flown, the cabin they choose to fly in and the type of ticket purchased. Tier Point expiry Tier Points last for one membership year and then, at the beginning of a new membership year, they are reset to zero. When a Member earns enough Tier Points they will move to the next tier and enjoy their new privileges for the rest of that membership year as well as the whole of the next membership year. Why Members like Tier Points Tier Points bring recognition and special privileges that make flying with us more rewarding than with anyone else. For example, as Members earn Tier Points and move through the tiers, they will enjoy priority check-in, the option to relax in our Lounges, even spa treatments at London Heathrow and New York JFK. So each flight is another opportunity to earn Tier Points, another opportunity to make flying special. Members can track their Tier Point collection every time they log in to ba.com Tier Point collection To earn Tier Points, Members must add their membership number to their booking either during the purchase process on ba.com, through the Executive Club Service Centre, with the travel agent or afterwards through the Manage My Booking page. Members can see how many Tier Points they will earn by using the Collecting Avios and Tier Points Calculator on ba.com Claiming missing Tier Points Members can also claim for Tier Points or Avios from any flights they have taken with British Airways in the previous six months on flights that they forgot to add their membership number to or where the flights were not automatically added to their account. They can do this on ba.com under the Manage My Account Section where there is the option to Claim Missing Avios. In order to claim missing Avios the Member will need their full ticket number. For British Airways this begins with 125- and can be found on the e-ticket itinerary receipt. Our air partners will also have a 125- ticket pre-fix when booked directly with British Airways but may have a different ticket number pre-fix if booked through another channel. 27 JUNE 2013 : BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 4

5 Tier Points How do Members move through the tiers? To move to the next tier, a Member needs to earn enough Tier Points throughout a membership year. A Member earns Tier Points on all British Airways and oneworld partner airlines apart from reward flights. This table below shows what is required to reach the next tier. Example of an Executive Club membership year Membership Year 1 Membership Year 2 Membership Year 3 JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC Club tier Blue Bronze Silver Requirements 0 Tier Points 300 Tier Points and 2 eligible flights* OR 25 eligible flights* 600 Tier Points and 4 eligible flights* OR 50 eligible flights* Member joins the Club in April and is a Blue Member Member earns 300 Tier Points and earns Bronze status for the rest of their membership year At the end of their membership year a Member s Tier Points will be reset to zero. But as they earned Bronze during their membership year they keep it for the following year If a Member does not earn 300 Tier Points they will drop back down to Blue Gold 1,500 Tier Points and 4 eligible flights* Gold Guest List 5,000 Tier Points in one membership year or 3,000 Tier Points in two consecutive membership years * A return flight counts as two flights and includes BA codeshares on other carriers, but reward flights and agency or industry discounted bookings are not eligible. 27 JUNE 2013 : BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 5

6 Tier Points Earning Tier Points with British Airways Executive Club Members earn Tier Points on the cabin and fare class they fly: All World Traveller Plus, Club Europe, Club World and First tickets qualify for 100% Tier Points All fully flexible fares in Euro Traveller, World Traveller and UK domestic flights qualify for 100% Tier Points Tickets for discounted economy fares qualify for 50% of Tier Points Once a Member has logged into their Executive Club account and uses the booking widget to search for a flight, they have the option to choose whether to buy a ticket that will qualify for full Tier Points or reduced Tier Points. Reward flights don t qualify for any Tier Points (or Avios). These tables show all the fare classes that will earn 100% or 50% Tier Points. Fares earning 100% Tier Points Cabin UK domestic Euro Traveller / World Traveller / Economy World Traveller Plus / Premium Plus Club Europe / Biz Bed / Club World First Fare class J, C, D, I, R, Y, B or H Y, B or H W, E, P* or T J, C, D, R or I F or A *When a commercial ticket is upgraded at the airport or using a proactive online upgrade. Fares earning 50% Tier Points Cabin UK domestic Euro Traveller / World Traveller / Economy Fare class K, M, L, V**, S, N, Q, O or G K, M, L, V**, S, N, Q, O or G Reward Ticket booking classes are P*, V**, U, X Z. *When a commercial ticket is upgraded at the airport or using a proactive online upgrade. **Except when booked as a Gold Member reward flight when no Tier Points are earned. 27 JUNE 2013 : BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 6

7 Tier Points Earning Tier Points with other airlines Executive Club Members can also earn Tier Points when they fly with our oneworld partners. Again, the number of Tier Points earned will depend on who the partner is, the route flown and cabin chosen. Our eligible oneworld partners include: airberlin American Airlines Cathay Pacific Finnair Iberia Japan Airlines LAN Malaysian Airlines Qantas Qatar (from Oct 2013) Royal Jordanian S7 Airlines Members can also earn Tier Points and Avios with our subsidiaries and franchises, which are: Comair OpenSkies British Airways SUN-AIR of Scandinavia Some points to keep in mind when promoting Tier Points in marketing communications A large number of our Blue Members will never progress to the Bronze tier. These Members often struggle to understand the value of Tier Points, as they re unlikely to be frequent fliers with us and they will find it difficult to earn enough to move to the next tier. Often our less frequent travellers are more engaged with collecting Avios, particularly through everyday spend partners. Avios are therefore more relevant to reference in communication as they are likely to resonate and have more value to the Blue Members. Members who do earn Tier Points find it disappointing when their points are reset to zero at the end of their membership year. This is particularly frustrating when they have almost enough points to move to the next tier, and even more so if they were close to retaining their current tier and instead, they are downgraded. Members also dislike the delay that can occur in receiving their Tier Points after they have flown on one of our partner airlines. Unfortunately, there is little we can do about this as it takes time for the travel to be validated, and can take up to four weeks to show in a Member s account. Another difficulty Members face with Tier Points (and Avios) is making sure they are awarded after they ve paid for an upgrade with either money or Avios. This is because the points are not automatically tracked on to the Member s account; instead the Member has to either call their local service centre or submit a request via ba.com Communications should have clear guidance on how to claim these. Please remember that if a Member has used their Avios to upgrade to the next cabin, they will only receive the Avios and Tier Points for the cabin class they paid for and not the cabin they upgraded to. 27 JUNE 2013 : BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 7

8 Avios Avios are the reward currency of the Club and our way of saying thank you to our Members for their loyalty. Members can earn them, and spend them, in a number of ways. And providing Executive Club Members keep their accounts active (by earning, spending or purchasing at least one Avios every 36 months), their Avios will never expire or be reset to zero. To earn Avios on flights, Members must add their membership number to their booking either during the purchase process or afterwards through the Manage My Booking page. Why Members want Avios Imagine taking a sunny break in Europe and getting there on a reward flight, or maybe flying across the Atlantic in Club World and only paying for World Traveller Plus. Or how about driving a sporty rental car or staying in a luxury hotel without spending your holiday money? It s being able to do things like these that make Avios valuable to our Members. Existing and new Executive Club Members can claim for Avios and Tier Points from any flights they have taken with British Airways. The situations where this can occur are: If they have forgotten to add their membership number to their booking Avios and Tier Points have not automatically tracked to their account after the flight was taken Existing Members are able to claim their Avios and Tier Points from flights taken up to 6 months before. New Members can claim for flights taken up to 3 months before. Members can do this on ba.com under the Manage My Account section where there is the option to Claim Missing Avios. In order to claim missing Avios the Member will need their full ticket number. For all flights booked directly with British Airways, ticket numbers will begin with a 125- prefix. However, flights booked through other channels such as with partners or travel agents may have a different ticket pre-fix. Members can also add partner airline frequent flyer numbers to bookings in order to recognise their status but they can only earn with one carrier. 27 JUNE 2013 : BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 8

9 Collecting Avios Collecting Avios through flying When Members fly with British Airways or one of our partners, they earn at least 1 Avios for every mile flown and this is known as base Avios. They can then earn a cabin bonus from World Traveller Plus (premium economy) upwards and a tier bonus, providing they re a Bronze Member or above. But do note, you cannot earn tier bonuses on some of our partner airlines. Members can find out how many Avios they can earn when booking a flight by using the Avios calculator on ba.com Flying with British Airways Every flight* with British Airways earns a base number of Avios. We award 1 Avios for every mile flown, with a minimum of 500 per flight. For example, London to Aberdeen is 397 miles, so any Member flying that route would receive at least 500 Avios. Then, if a Member flies in a cabin other than economy, we add a bonus to the base number of Avios. These are: World Traveller Plus 25% more Club Europe/Club World 50% more First 100% more We also give a bonus to Members who are in the Bronze tier or above. These are calculated on the base number of Avios earned and are: Bronze 25% more Silver 100% more Gold 100% more * Reward flights and agency and industry discounted tickets are excluded. Members do not earn Avios or Tier Points on these. Flying with our oneworld partners Members often don t realise they can collect Avios with our flying partners. It can make the Club more appealing to those who may feel that they don t fly with British Airways often enough to make it worthwhile. If a Member flies with one of our oneworld partners, they will earn Avios. Again, the number they collect depends on the distance flown. There are also cabin bonuses which can be anything from 25% to 150%, but it varies by airline. Iberia, American Airlines and Japan Airlines offer the same tier bonuses as we do. Tier bonuses offered by our oneworld partner airlines As a member of the oneworld alliance, we can offer our Executive Club Members an unrivalled network of international routes. This not only gives our Members greater choice of who to fly with, it also allows them to earn Avios. Members in the Bronze tier or above also qualify for bonus Avios on all these airlines: airberlin, American Airlines, Cathay Pacific, Finnair, Iberia, Japan Airlines, LAN, Malaysian Airlines, Qantas, Royal Jordanian, S7 Airlines. Any Avios earned with our oneworld partners can take up to four weeks to appear on a Member s account. Flying with our other airline partners Flights with Aer Lingus and Alaska Airlines qualify for Avios. The number of base Avios earned will depend on the distance flown and bonuses of between 25% and 150% will be added depending on what cabin the Member chooses to fly in. Comair, OpenSkies and SUN-AIR of Scandinavia also offer Avios with tier bonuses. As with our oneworld partners, Avios can take up to four weeks to appear on a Member s account. Communications should remind Members how to track Avios automatically to their account as delays with tracking are a major source of frustration for Members and drive a significant amount of calls to the Contact Centres. Book a holiday package with us Some Executive Club Members like the convenience of arranging a complete or part holiday package with us, and it s an excellent way of earning even more Avios. The following is available for all UK Members of the Club and may be offered to American Members on a tactical basis. For every 1 spent on the package holiday with a flight in a non-premium cabin, the Member will receive 1 bonus Avios. If they fly in a premium cabin, they will receive 2 bonus Avios for every 1 spent. So, if a Member books a City Break for two at 149 per person, flying Euro Traveller, they will receive 298 bonus Avios. And if a Member pays 3,100 per person for a Beach Holiday for two in Barbados, flying Club World, they will receive 6,200 bonus Avios per person. These Avios are in addition to the base Avios the Member receives for their flights, and their car rental, if they book that too. Car rental is offered through Avis and we have over 8,000 carefully selected hotels for our Executive Club Members to choose from. 27 JUNE 2013 : BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 9

10 Collecting Avios Collecting Avios on the ground Staying in hotels There are over 8,000 hotels around the world where Executive Club Members can earn Avios. The amount Members receive will depend on the hotel partner. Some hotels will give Avios for each stay and some will award them depending on how much the Member spends. Others, however, want the Member to join their hotel loyalty club and then let the Member choose to have those points converted to Avios. Also, some of our hotel partners give our Members extra recognition and honour them with little extras and special services. These will depend on what tier our Member is in. You ll find full details on the Tier Privileges pages later in this guide. Our hotel partners are listed below, and details of the Avios they award can be found on ba.com: Accor Hotels Carlson Rezidor Hotels Fairmont Hotels & Resorts (including Raffles and Swissôtel) Global Hotel Alliance Hilton Worldwide Hyatt Hotels and Resorts InterContinental Hotels Group Langham Hospitality Group Mandarin Oriental Hotel Group Marriott Oberoi Preferred Hotel Group Radisson Shangri-La Hotels and Resorts Starwood Hotels Taj Hotels, Resorts and Palaces Earning double rewards with Hilton Worldwide To give Members more opportunities to enjoy complimentary room upgrades and free nights at Hilton, we have a unique arrangement with Hilton Hotels. Each stay gives the Members HHonors points and Avios, so doubling up the points they earn and growing their balance more quickly. Booking car rental Another way for Executive Club Members to earn Avios is by renting a car. We ve teamed up with Avis so every time a Member rents a car from them, they ll collect. The global benefits are: 500 Avios minimum or: 3 Avios for every 1 spent 1 Avios for every $1 spent 2 Avios for every 10ZAR spent 750 bonus Avios for renting a car four times or more in one year 1,000 to 10,000 bonus Avios for booking car rental + hotel with a flight And in the UK: 250 bonus Avios for paying with a British Airways American Express card We ve also arranged that if Club Members join Avis Preferred, their Executive Club details will be stored and they will never miss out on their Avios. In addition to this, all Executive Club Members can add an extra driver free of charge. And to make things even more convenient for our Members, Avis are just three minutes stroll from Arrivals at London Heathrow, Terminal 5. Shopping with our partners To help Executive Club Members boost their Avios balance, we ve joined forces with a number of partners who offer Avios on shopping. Some partners are global and others are specific to individual regions or countries. Our global partners are: Chic Outlet Shopping 5 Avios for every 4/ 4 spent Business Traveller magazine up to 2,000 Avios for subscribing Our US partners are: BA estore up to 12 Avios for every $1 spent Quintessentially Wine 1,000 Avios for joining, up to 8,000 Avios for first purchase, then 1 Avios for every $1 spent Our UK partners are: BA estore up to 12 Avios for every 1 spent British Airways in association with Laithwaites 1,000 Avios for joining and 250 Avios for every case bought 27 JUNE 2013 : BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 10

11 Collecting Avios Participating in online surveys In addition to shopping partners, we also have a partnership with the online opinion survey site, erewards, where Members can earn Avios. erewards up to 3,000 Avios for each survey completed Shopping with High Life Every Member can earn Avios when they shop on board or online through our High Life Shop. All they need to do is give their membership number and we ll award 2 Avios for every 1 spent. All Avios earned on British Airways flights will be added to a Member s account 48 hours after the Member has flown. Converting Points to Avios Members are able to convert their loyalty points collected through some of our partners to Avios. A selection of partners that offer this include: Heathrow Rewards airport shopping Tesco Clubcard (UK only) American Express Membership Rewards Shell Drivers Club (UK only) Merrill Lynch (US only) Starwood Hilton Hotels Marriott Hotels Carlson Hotels Hyatt Hotels Shangri-La Hotels InterContinental Hotels Accor Hotels Langham Hotels Fairmont Hotels Taj Hotels Mandarin Hotels Earn Avios with credit cards Another way Executive Club Members can earn Avios is with a co-branded credit card. We have a partnership with a number of card providers around the world so that when a Member pays for anything with their British Airways credit card, they ll earn additional Avios. The amount depends on the partner credit card company. It s a great way to turn everyday shopping into Avios. Below is a list of all our credit card partners around the world. Credit card American Express Barclaycard Butterfield Bank Chase Dah Sing Bank Diners EnterCard FCIB (First Caribbean Int Bank) ICICI Bank Royal Bank of Canada Russian Standard Standard Bank Country UK Germany, UAE USA (Bermuda) USA Hong Kong South Africa, Switzerland Sweden USA India Canada Russia South Africa Parking at the airport If an Executive Club Member drives to the airport they can take advantage of our partnership with Holiday Extras and use British Airways Airport Car Parking. They will earn 5 Avios for every 1 they spend. British Airways Airport Car Parking is available at the following airports: London City London Gatwick London Heathrow Aberdeen Belfast City (George Best) Birmingham Dublin Edinburgh Glasgow International Leeds Bradford Manchester Newcastle Shannon Earn more Avios with British Airways Valet Parking To make life easier still for our Members, at London Heathrow we offer them the extra convenience of prebooked Valet Parking. If they choose this, they ll receive a bonus 250 Avios. 27 JUNE 2013 : BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 11

12 Collecting Avios Purchasing Avios Club Members like to buy Avios to top up their balance for special treats like flight upgrades, particularly to a premium cabin. Promotions are also a popular time for topping up as Members receive a bonus on top of the base Avios they buy. Avios must be bought in multiples of 1,000 and a maximum of 24,000 Avios can be purchased in any one year. The cost will depend on how many are bought at one time. Usually, the Avios are added to the Member s account and ready to use immediately, but sometimes it can take up to five working days for them to appear. To buy Avios, the Member must log in to their account on ba.com, although they may be offered the opportunity to buy more at the point of redemption if they are using Avios to pay for a flight and don t have enough in their balance. Combining Avios In addition to earning Avios with the Executive Club, Members can also collect Avios directly through all IAG owned airlines and programmes, including the Iberia Plus frequent flyer programme and the Avios programme in the UK. Then, if they wish, they can combine all their Avios into their Executive Club balance to spend with us. Also, Members of the bmi Diamond Club can transfer destinations miles earned through their MBNA credit card to Avios and combine them. We offer this service completely free of charge. Gifting Avios Members can also buy Avios as gifts for friends or family who are also Executive Club Members. Members are able to send Avios as gifts to as many other Members as they want, but recipients can only receive a maximum of 24,000 in one membership year. The cost will depend on how many are bought at one time. Usually, the Avios are added to the Member s account and are ready to use immediately, but sometimes it can take up to five working days for them to appear. 27 JUNE 2013 : BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 12

13 Spending Avios A major benefit of the Executive Club is that it offers real, tangible rewards for Members because they are able to use their Avios to pay for flights, upgrades, hotel stays, car rental and, from September 2013, wine and experiences too. We also offer Members the flexibility to use Avios & Money to complete the transaction if they don t have enough Avios or they want to save some to use for another reward. Executive Club Members can book reward flights for anyone they wish to, and the recipient does not need to be a Member of the Executive Club. The only exception to that is Members using a Household Account then the reward flight must be for another Member of that household. Spending Avios on flights and upgrades Executive Club Members can spend their Avios on a reward flight with us or any of our partner airlines. Members can also use Avios to upgrade to the next cabin on a flight with British Airways, Iberia or American Airlines. There are two ways for Members to buy a reward flight either using all Avios or using Avios & Money. There are also two types of reward flights Members can enjoy standard reward flights or a Reward Flight Saver. These are described in the sections below, but here are some points to keep in mind about reward flights: Reward flights are bookable 355 days in advance and tickets must be used within one year There is no service charge if the Member books online Reward flights can be changed up to 24 hours before departure and a refund made, although there may be a charge There are no blackout dates for booking a reward flight but seats do go quickly, so it s best to encourage Members to book as early as possible Reward seats can also be released closer to departure too this is ideal for Members who like to upgrade using Avios as they can do this one way and right up until 24 hours before departure Children pay the same Avios price, taxes, fees and carrier charges as adults The price for infants is 10% of the Avios providing a seat is not required otherwise the full Avios price applies Enjoying the rewards of loyalty Whether it s a holiday or a business trip, if you don t have to pay the full price for your ticket, it makes it all the more special. And that s why our Members love their reward flights. Being able to book reward flights without any blackout dates gives them real flexibility to fly when they want. But because seats go quickly, it helps to book as soon as possible. If there isn t any availability, Members can always check again nearer the time they wish to fly as more seats often become available. And if they are UK Members, they can check our Last Minute Availability page on ba.com for our latest offers. Standard reward flights Standard reward flights can be booked one way or return, but seats go fast, so Members have to book early to avoid disappointment. The number of Avios needed will depend on the destination and which cabin is booked. There will also be taxes, fees and carrier charges. Reward Flight Saver A Reward Flight Saver offers great value for Members when they re flying with British Airways in Europe or when they re travelling with Comair in southern Africa. To take advantage of these flights, Members must have earned at least one Avios in the last 12 months. A Reward Flight Saver starts from just 9,000 Avios and there are no taxes, fees or carrier charges. Instead customers are just charged a flat fee which differs depending on whether they are flying in economy or business class. Please refer to the Spending Avios page on ba.com for the current flat fee values. To give Members more flexibility, they can pay using Avios & Money this way they can choose to use fewer Avios and add more money. The flat fee will be included in the total amount the member pays and is not listed separately. Another benefit Members can enjoy with a Reward Flight Saver in Europe, from destinations in the UK, is the option of a stopover at no extra charge. So, for example, if a Member wants to fly from Edinburgh to Paris but feels like spending a day in London on the way, they can break their journey at no extra cost. This is a great way for regional customers to get a better deal when they re only taking a short flight. 27 JUNE 2013 : BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 13

14 Spending Avios Avios & Money If a Member doesn t have enough Avios, or they would like to save some for another trip, Avios & Money is a great alternative. Using this option, Members can choose how many Avios to spend and how much money they d like to pay. And Members can use Avios & Money for all seats on standard reward flights and Reward Flight Savers in all cabins on British Airways, Iberia and American Airlines, as well as our franchise and subsidiary carriers Comair, SUN-AIR of Scandinavia, and OpenSkies. To book a reward flight, Members have two options once they ve logged in to their account home page: Click on Spending Avios Click on Book with Avios or Money With either of these options the Member can choose whether they wish to book using all Avios or Avios & Money. They may also be offered the option to buy more Avios to qualify for the reward flight and pay less. How to find a reward flight There are a couple of ways Members can search for reward flights. Depending on whether they already have a destination in mind or are looking for inspiration, they can: Use the Avios Explorer Map excellent for inspiration, availability and seeing at a glance how far they can go on the Avios they already have. Please note that this only shows availability on direct British Airways flights. Use the reward flight booking engine this includes flights with our oneworld partners and other partner airlines, giving Members more opportunity to find the exact reward flight they want, when they want. Using Avios for an upgrade A little more comfort, a little more luxury We all like to indulge ourselves once in a while. So Members enjoy having the option to spend Avios on an upgrade, especially as it offers excellent value for spending them. Members can use their Avios to upgrade any fully flexible Euro Traveller and World Traveller economy ticket (Y, B and H), and any World Traveller Plus (premium economy) and Club World (business class) ticket. But please note, reward flights that have already been booked are not eligible for upgrades in this way and a Member is only allowed a one cabin upgrade. It s easy to calculate how many Avios are needed for a cabin upgrade. Simply take the base number of Avios for a standard reward flight in the cabin the Member wishes to upgrade from, and then multiply it by the rate for the cabin they wish to upgrade to using the table below. World Traveller to World Traveller Plus Euro Traveller to Club Europe 1 World Traveller Plus to Club World Club World to First Economy to First 2 50% standard reward flight 100% standard reward flight 50% standard reward flight 100% standard reward flight 200% standard reward flight Upgrades are available from the following booking classes: British Airways: J, C, D, R, I, W, E, T, Y, B, H American Airlines and Iberia: J, C, D, Y, B 1 Applies to upgrades from Euro Traveller to Club Europe on British Airways; American Airlines and Iberia bookings. 2 Applies to upgrades on American Airlines bookings only. Bookings made through the trade are also eligible, apart from Bulk Tour (BT) and Inclusive Tour (IT) fare types. Members can upgrade their cabin after they ve booked and paid for their flight. They simply go to Manage My Booking (free of charge) or use the call centre (where a fee will be charged). Alternatively, Members can use the book with money + upgrade with Avios option once they have logged into ba.com or go to the Spend Avios page. Members can upgrade their cabin right up until four hours before departure, providing they haven t already checked in online. This means Members can take advantage of any released seat availability and they can choose to upgrade just one way too. If the flight has been booked through a travel agent for Members flying on a company account, they need to check the company s policy on upgrades before booking. If it s acceptable, the Member simply logs in to their account, goes to Manage My Booking and upgrades their cabin. 27 JUNE 2013 : BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 14

15 Spending Avios Spending Avios on the ground Paying for car rental and hotels As well as earning Avios with Avis car rental and our hotel partners, Executive Club Members can also use their Avios to pay for these. This offers great flexibility for Members as they can combine a hotel or car rental redemption with a flight paid for with money. The number of Avios needed for car rental will depend on the type of car, how long it s booked for and the country where the car is rented. If a Member doesn t have enough Avios to pay in full for the car rental, the difference can be made up with money using Avios & Money. Similarly, Club Members can pay for hotel accommodation with their Avios or Avios & Money. The amount of Avios needed will depend on the hotel partner, the length of stay and the time of year of the booking. Many hotels welcome our Members with little extras such as a free breakfast or the option to check out later in the day. Eligible countries where Avios can be used for hotel stays and car rentals Online and offline bookings Online bookings only Anguilla, Antigua, Bahamas, Barbados, Bermuda, Canada, Cayman Islands, Grenada, Ireland, Jamaica, South Africa, St. Lucia, Trinidad, Turks & Caicos, UAE, UK, USA 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 These booking terms and conditions apply to all new bookings for ground services (hotels, car rental and other services other than flight services) completed on the internet at ba.com or on the telephone from 16 November 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 above. Executive Club Members can find all participating hotels and Avis locations on ba.com and, if they wish, make a reservation. In the Terms and Conditions on the site, they ll also find a list of membership countries that don t allow Avios to be used in payment for hotels and car rental. To use Avios for hotel or car rental, the Member must be over 18. The main driver renting a car must be 23 years or older and there may be a surcharge for drivers aged between 23 and JUNE 2013 : BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 15

16 Sharing Avios We have two ways for Executive Club Members to share their Avios firstly with a Household Account and secondly by transferring them to friends and family. Household Accounts People living at the same address can pool their Avios in a Household Account and then enjoy the benefits of the Club collectively. There s no charge for doing this and everyone in the household, up to a maximum of seven people, can join including children and infants from birth. To set the account up, an existing Executive Club Member must be nominated as Head of the Household. This person will receive all information about the account and will be the only person who can add or remove Members or change the home address. Other Members of the Household Account can already be Members of the Executive Club, or they can join when the account is set up. Transferring Avios Another way we help Members get the most out of the Executive Club is by letting them transfer Avios to friends or family who don t live with them, so they can enjoy a reward flight, cabin upgrade or even a hotel stay somewhere. Transfers are made online and the maximum number of Avios that can be transferred in any one year is 24,000 they must be transferred in multiples of 1,000. The transfer takes place immediately but it can only be to an existing Executive Club Member who already has some Avios in their own account. The Member making the transfer needs to know the Membership Number, address and full name of the person they wish to transfer Avios to. There will be a non-refundable fee for every transfer made, which is shown below. Number of Avios transferred GBP USD EUR CHF 1,000-6, ,000-12, ,000-18, ,000-24, Everyone in a Household Account will enjoy their individual benefits, such as Tier Points and moving up through the Club, but they can also spend Avios taken from the pooled Household Account. When Avios are spent, we will deduct a proportional amount from each Member s balance in the Household Account. Remember that Members of a Household Account cannot redeem their Avios for anyone outside of the Household Account. 27 JUNE 2013 : BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 16

17 Claiming missing Tier Points and Avios If for any reason Tier Points or Avios haven t been added to a Member s account after their British Airways flight, they can still claim them on ba.com up to six months later, as long as they still have their ticket number. And new Members may claim Tier Points and Avios for any British Airways flights they took up to three months before joining the Club. To claim Tier Points and Avios for an upgrade that was paid for with money or Avios over the phone, or with cash at the airport, the Member must call their local service centre or submit a request through the Contact Us page at ba.com Sometimes, Members might be re-routed onto another service with another carrier. To claim the Tier Points and Avios they would have received on their original route, they must also call their local service centre or submit a request through the Contact Us page at ba.com 27 JUNE 2013 : BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 17

18 Tier Privileges As with any Club, our Members enjoy special benefits and rewards. And the higher they rise through the Club, the more rewards and privileges they receive. The following pages include a handy checklist of all the benefits and special privileges for each tier. Blue membership privileges Little things make a big difference Our Blue Members are able to enjoy little treats like reward flights or cabin upgrades paid for with Avios, earning Avios from flying and shopping and they also receive priority over non-members on waiting lists. Everyone starts in the Blue tier and works their way through the Club by earning Tier Points. Blue Members enjoy: Tier Points These are earned on flights with: British Airways oneworld partners (see page 7) Avios These can be collected by: Flying on British Airways and oneworld flights Staying with any of our 8,000 hotel partners Buying from our many shopping partners Shopping using one of our partner credit cards Booking our package holidays Renting a car from our exclusive car rental partner Avis Shopping on board Using British Airways Airport Parking Avios can be spent on: Reward flights Cabin upgrades Hotel stays with our partners* Car rental with Avis* Wine (from September 2013) Experiences (from September 2013)* * Spending Avios on hotels, car rental and experiences is dependent on the Member s country of membership. At the airport Members enjoy priority over non-members on standby and reservation lists Extras Members can: Create a Household Account Store their on board seating preference online Store their on board meal preference online Use exclusive Club features with the British Airways mobile app Save their personal details for easy booking Tier benefit icons Did you know The privileges of your Blue membership icons have been developed for all tiers to highlight the benefits of the tier to the Member. They are used on our footers and the ba.com post-pin landing page. 27 JUNE 2013 : BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 18

19 Tier Privileges Bronze membership privileges A faster, more streamlined travel experience Bronze Members not only receive 25% bonus Avios when they fly, but can also enjoy more time to relax and browse the shops before they board with priority check-in. The next tier from Blue is Bronze. Members in this tier enjoy all the benefits of the Blue tier, plus: Avios These are collected on flights with: 25% bonus Avios whenever the Member flies with British Airways, American Airlines, Iberia and Japan Airlines flights Pre-flight These can be collected by: Free seven-day advanced seat selection on British Airways flights* - Only available on booked flights for everyone in the party if they are all travelling on the same PNR Priority over non-members and Blue Members on standby and reservation lists Two complimentary luggage tags At the airport Priority check-in at business class desks (regardless of ticket class) on British Airways and oneworld flights Priority service at Baggage Arrival Service desks If a bag doesn t arrive on the luggage carousel when the Member arrives at their destination, they will be taken to the front of the queue so their bag can be searched for straightaway Partner privileges Mandarin Oriental Hotels: Complimentary newspaper, fruit and flowers, use of hotel s facilities and express check-in and check-out Extras Dedicated customer support line (number is on the back of the membership card) *Excludes exit seats. Tier benefit icons 27 JUNE 2013 : BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 19

20 Tier Privileges Silver membership privileges Extra recognition around the world Silver Membership opens up access to over 170 of our lounges around the world for our members, plus one guest. After priority check-in, Fast Track security and some shopping, Members can relax in the comfort of the lounge with complimentary snacks and drinks before boarding their flight. And when they take off, Members collect double Avios on their flight too. As Members move to the Silver tier, they enjoy even more privileges. We like to show that this extra recognition means we ll go the extra mile for them. On top of everything that Blue and Bronze Members receive, Silver Members also benefit from: Avios Double Avios in addition to cabin bonuses - Applies to all British Airways, Iberia, American Airlines and Japan Airlines flights At the airport Access with one guest to British Airways Galleries lounge, Terraces, Executive Club and oneworld Business Class departure lounges when flying with us or our partner airlines - Members and their guest can enjoy complimentary food and drink, a relaxed environment and a range of business facilities at over 170 lounges worldwide Worldwide priority check-in at business class desks (regardless of ticket class) Fast Track security (where available) Guaranteed seat in World Traveller (economy) with Reservation Assurance** - Even if a flight is full, when booked on a full fare World Traveller ticket there will be a guaranteed seat Priority boarding regardless of the cabin booked One additional bag allowed on top of the cabin allowance (excluding hand baggage only fares) Priority service at Baggage Arrival if bags are lost in transit Pre-flight Free advanced seat selection* at the time of booking on British Airways flights Priority over non-members, Blue and Bronze Members on standby and reservation lists 27 JUNE 2013 : BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 20

21 Tier Privileges Silver membership privileges Additional Partner Privileges Mandarin Oriental Hotels: Silver card holders and one guest Entitlement Concorde Room First Galleries / Terraces / Executive Club lounge Arrivals lounge Discounted room rates, room upgrade*** and late check-out First Extras Dedicated customer support line (number on the back of the membership card) * Excludes exit seats. ** Full fare economy ticket must be booked more than 24 hours before the flight. Check in at least 1 hour before departure. *** If the Executive Club Member also has Mandarin Premier Club membership. Club World / Biz Bed World Traveller / Eco / World Traveller Plus / Prem Plus Club Europe Euro Traveller Fully flexible UK Domestic fares All other UK Domestic fares oneworld carrier *Silver card holders only. Tier benefit icons 27 JUNE 2013 : BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 21

22 Tier Privileges Gold membership privileges De-stressed, revitalised and thoroughly pampered Double Avios on all flights; two free Gold Upgrade for Two vouchers to the next cabin; special privileges at some of the most luxurious hotels around the world; complimentary snacks and drinks in the First Lounge; these are just a few of the ways we help our Gold Members get the most out of their Executive Club membership. When a Club Member reaches the Gold tier, they qualify for some very special benefits. Naturally, these include all the privileges of the other tiers, but then we add all these: Avios Double Avios in addition to cabin bonuses - Applies to all British Airways, American Airlines, Iberia and Japan Airlines flights Pre-flight We reserve the best seats on flights for our Gold Members - For example, seats 1A or 1B Free advance reservation of the best seats* for everyone in the party at the time of booking - This includes friends and family on other bookings as long as they are travelling in the same cabin and on the same flight Priority over non-members, Blue, Bronze and Silver Members on standby and reservation lists Additional reward seats available only to Gold Members (V-class redemption**) - This gives our Members more opportunities to get the reward flights they want; additional reward seats in Economy are made available at the standard reward rate solely for this tier - Gold Priority Reward the Member can choose any seat in any cabin on any flight provided they book 30 days in advance, and there is a seat available on the flight, for double the standard number of Avios At the airport Access to First departure lounges with a guest - When flying with British Airways and/or our partner airlines Access to Arrivals lounge at London Heathrow Terminal 5 when travelling on long-haul flights Complimentary Elemis skin and relaxation treatments when flying long-haul into or out of London Heathrow and New York JFK Priority first-class check-in with all British Airways and oneworld flights Additional checked baggage when the Member flies in any cabin (excluding hand baggage only fares) 27 JUNE 2013 : BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 22

23 Tier Privileges Gold membership privileges Additional Partner Privileges Mandarin Oriental Hotels: Additional special discounts on room rates and/or upgrade to the next room category and late check-out Global Hotel Alliance: Complimentary room upgrade subject to availability at time of check-in Langham Hotels: Complimentary membership 1865 elite tier, Voyager Avis: Complimentary Avis Priority Rental Service which delivers a car directly outside the Arrivals Hall at London Heathrow Terminal 5 Extra rewards We also offer our Gold Members even more rewards if they continue to earn Tier Points throughout their membership year. Two free Gold Upgrade for Two (GUFT) vouchers to the next cabin - The first is awarded when a Member earns 2,500 Tier Points and the second when they reach 3,500 Tier Points in their membership year - GUFT vouchers can be extended for six months so a Member has more time to use it Complimentary Silver Partner card for a friend or family member - The Member must reach 4,500 Tier Points within their membership year No booking or service fees on reward flights, hotel stays or car rental Gold card holders and one guest Entitlement First Club World / Biz Bed World Traveller / Eco / World Traveller Plus / Prem Plus Concorde Room First Galleries / Terraces / Executive Club lounge Club Europe Euro Traveller Fully flexible UK Domestic fares All other UK Domestic fares oneworld carrier *Gold card holders only. ^Gold members who earn 5,000 Tier Points will be issued with a Concorde Room Card. Tier benefit icons Arrivals lounge 27 JUNE 2013 : BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 23

24 Tier Privileges Gold Guest List privileges Nothing is too much trouble Whether it s enjoying a specially served meal in the Concorde Room with a close friend, or needing to reschedule travel arrangements at 3am in Shanghai, our Gold Guest List Members can relax knowing we re always there to look after them whenever they need us. The people on our Gold Guest List are those who have reached the highest level of Membership possible. To be part of this elite group, a Gold Member must earn either 3,000 Tier Points for two consecutive years, or 5,000 Tier Points in one membership year. Our Gold Guest List Members enjoy all the privileges of Gold Membership, but with these additional benefits: Pre-flight Fees waivered for ticket changes At the airport The privilege to take two guests who are flying with British Airways into any British Airways lounge (except the Concorde Room) The privilege to take one guest into the Arrivals lounge at London Heathrow Terminal 5 after a long-haul flight The privilege to take a guest into the Concorde Room to enjoy pre-flight dining if the guest is flying with British Airways Complimentary Concorde Room Card when the Member reaches 5,000 Tier Points within a membership year - These are the most luxurious and well-appointed lounges at London Heathrow Terminal 5 and New York JFK Terminal 7. They are only accessible to passengers travelling in First or if they are Concorde Room Card holders Avios Double Avios in addition to cabin bonuses - Applies to all British Airways, American Airlines, Iberia and Japan Airlines flights 27 JUNE 2013 : BRITISH AIRWAYS GUIDELINES : ADVERTISING : EXECUTIVE CLUB THE COMPLETE GUIDE : PAGE 24