Terms and Conditions

In these Terms and Conditions unless the context requires otherwise:

"Airline Partners" means airlines whose operated flights may, from time to time, be eligible for Points or Rewards;

“AGL”, “we”, “us”, “our” means Avios Group (AGL) Ltd a limited company registered in England (registered number 2260073 and VAT number 512566754) whose registered address is Waterside (Hea3), PO Box 365, Harmondsworth, UB7 0GB;

“Airline Partner/s Scheme” means the scheme operated by AGL and the relevant Airline Partner pursuant to which Members earn Points from Partners and Airline Partners and spend them on Rewards. This includes AerClub, BA Executive Club, Iberia Plus and Vueling Club.

“Airline Partner/s Terms and Conditions” means the terms and conditions which set out the contractual relationship between AGL, the Airline Partner and the Member

"Avios”, “Avios Points” or “Point(s)”; means the credits earned or bought by a Member under the Airline Loyalty Scheme and credited to a Member's account;

"BA" or "British Airways" means British Airways Plc;

“Codeshare Flights” means

"Data" means data personal to a Member;

“EI” or “Aer Lingus” means Aer Lingus Limited;

“EEA” means European Economic Area which comprises the following countries: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden. For the purpose of these terms and conditions Switzerland is included.

"Event Beyond Your Control" means unusual and unforeseeable circumstances which you cannot control and the consequences of which you could not have avoided even if you had taken all reasonable care;

"Fraud" includes fraud, dishonesty and deceit and in particular:  
a) knowingly supplying incorrect information including at the time of booking to accrue Points;  
b) attempting to accrue Points for Sectors which have not been flown or are not eligible for Points;  
c) attempting to accrue Points for Sectors flown by any person other than the Member;  
d) using or attempting to use stolen or counterfeit tickets on Airline Partners' services; e) attempting to accrue Points more than once for the same Sector;  
f) attempting to accrue Points from Partners dishonestly;  
g) selling, bartering and/or purchasing Points or Rewards including attempting to sell or transfer Points or Rewards by means of internet-based sales or auctions unless otherwise permitted under these Terms and Conditions; or  
h) attempting to use Points or obtain Rewards dishonestly;  
i) knowingly benefiting from the Fraud or Misconduct of another Member or individual.

“IB” or “Iberia” means Iberia L.A.E., S.A. Operadora, Sociedad Unipersonal;

"Loss" means losses, costs, damages, injuries, accidents or claims (whether direct or indirect) suffered by Members in connection with the provision of Rewards;

"Member" means the person who is a member of a Scheme and whose name is registered against the Membership Number;

"Membership" means membership of a Scheme;

"Membership Number" means the membership number allocated to a Member in accordance with the Airline Partner Terms and Conditions;

"Misconduct" includes: a) failure to comply with these Terms and Conditions or the Terms and Conditions of an Airline Partner or Partner;  
b) attempting to obtain Points or Rewards by Fraud;  
c) misconduct on board Airline Partner's flight or while checking-in; d) misconduct whilst using any Partners facilities;  
e) misconduct in dealing with our staff or the staff of any Partner; or  
f) failure to comply with Airline Partner's General Conditions of Carriage for Passengers and Baggage and any other applicable rules and regulations. “Package Travel Regulations” Directive (EU) 2015/2302 of the European Parliament and of the Council on Package Travel and Linked Travel Arrangements and/or the “Package Travel and Linked Travel Arrangements Regulations 2018 (as amended):- “travel service” means (a) the carriage of passengers; (b) the provision of accommodation which is not intrinsically part of the carriage of passengers and is not for residential purposes; (c) the rental of cars; and (d) any other tourist service not intrinsically part of a travel service within the meaning of (a), (b) or (c).

“Package” means a combination of at least two different types of travel services for the purpose of the same trip or holiday if;  
(a) those services are combined by one trader, including at the request of, or in accordance with, the selection of the traveller, before a single contract on all services is concluded; or  
(b) those services are-  
(i) purchased from a single point of sale and selected before the traveller agrees to pay,  
(ii) offered, sold or charged at an inclusive or total price,  
(iii) advertised or sold under the term “package” or under a similar term,  
(iv) combined after the conclusion of a contract by which a trader entitles the traveller to choose among a selection of different types of travel service, or  
(v) purchased from separate traders through linked online booking processes where-  
(aa) the traveller’s name, payment details and email address are transmitted from the trader with whom the first contract is concluded to another trader or traders, and  
(bb) a contract with the latter trader or traders is concluded at the latest 24 hours after the confirmation of the booking of the fist travel service, irrespective of whether the traveller concludes separate contracts with one or more travel service providers in respect of these services.

“Linked Travel Arrangement” means at least two different types of travel service purchased for the same trip or holiday, not constituting a “Package”, resulting in the conclusion of separate contracts with the individual service provides if a trader facilitates:-  
(a) on the occasion of a single visit to, or contact with, a trader’s point of sale, the separate selection and separate payment of each travel service by travellers; or  
(b) in a targeted manner the procurement of at least one additional travel service from another trader where a contract with such other trader is concluded at the latest 24 hours after the confirmation of the booking of the first travel service.

A combination of travel services where not more than one type of travel service of the kind listed in paragraph (a), (b), (c) of the definition of “travel service” is combined with one or more travel services of the kind listed in paragraph (d) of that definition does not constitute a “Package” or “Linked Travel Arrangement” if the latter services:-  
(a) do not account for a significant proportion of the value of the combination and are not advertised as, and do not otherwise represent, an essential feature of the combination; or  
(b) are selected and purchased after the performance of a travel services of the kind listed in paragraph (a), (b) or (c) of the definition of “travel service” has started.

"Partner(s)" means any company selected by Avios Group (AGL) Limited or the Airline Partner to offer Points or Rewards to Members under the Airline Loyalty Schemes;

“Partner Flight(s)” means

“Payment” means payment either by Points, debit card, credit card or charge card in line with the terms of the relevant offer. We do not accept payments by cheque;

“Reward(s)” means any flight ticket issued (including ticket upgrades where offered) or other goods or services supplied by, or on behalf of us, upon redemption by a Member of an appropriate number of Points or, where permitted, a combination of cash and Points;

“Scheme” – means the scheme operated by the relevant Airline Partner pursuant to which Members earn Points from Partners and Airline Partners and spend them on Rewards;

"Sector" means a single eligible flight sector between two destinations;

“VY" or “Vueling” means Vueling Airlines; and

"Website" means the pages applicable to the relevant Scheme available at the Airline Partners website or such other domain name as made available from time to time.

Membership Eligibility

B.1.1. To apply for Membership an individual must apply online at the Airline Partners website or service centre, or through a Partner in accordance with the Airline Partners Terms and Conditions.

Making a Booking

C.1.1. Requests and bookings relating to Rewards (including Partner and Airline Partner provided Rewards) may be made online at the Website(s) or through the Service Centre or Airline Partner service centre in accordance with such procedures that may be in force from time to time for the issue of Rewards, as set out on the Website(s). Reward bookings can only be requested by the Member who holds the account. The method to redeem Points and access Rewards are set out in the Conditions of Use or relevant Airline Partner Terms and Conditions.

Passports, Visas, other travel documentation and Insurance

D.1.1. The Foreign Commonwealth & Development Office (FCDO) provides important advice for travellers on their destinations, this includes passport and visa rules, safety and security and health advice, information can be found here: travelaware.campaign.gov.uk. It is the Member's responsibility to ensure that they and everyone with whom they are travelling or any third party in whose name a Reward has been issued: have checked the relevant entry requirements for any country being visited; and have the correct passports, visas, health certificates and other travel documents needed for the journey.

D.1.2. Members, travel companions or third parties in whose name a Reward has been issued may be denied boarding if their documents are not in order. We shall not be liable for any Loss suffered by a Member and/or traveller as a result of their failure to arrange the above.

D.1.3. It is recommended that all members of your group have adequate travel insurance to cover your trip.

Liability

D.2.1. We will not be liable for any Loss resulting from alteration to, or termination of, the Schemes or the right to earn or redeem Points, except for Loss caused by our own negligence or wilful misconduct.

D.2.2. We will not be liable for any loss if, by reason of local legal or regulatory prohibitions or restrictions, the Scheme(s) or the whole or any part of the Services cannot be made available in certain countries or to certain Members.

D.2.3. If we sell you a Partner(s) product that does not form part of a Package, we will only be liable to you for our own negligence if we do not meet our responsibilities to you. Our total liability in all cases (other than for death or personal injury) will be limited to the cost of your travel arrangements and will not include:  

• losses that we or you would not have expected when the contract was formed;
• losses that were not caused by us breaking the contract; and business losses

D.2.4. If you buy a package that we have organised, we will be liable for damage caused as a result of either us or our Partner’s not following the contract. Out total liability in all cases (other than for death or personal injury) will be limited to the cost of your travel arrangements and will not include;  

• any losses that we or you could not have expected when the contract was formed; and
• business losses

D.2.5. In the case of travelling by air, sea or rail, and providing accommodation, our Partner(s) liability may be limited by the way provided in the relevant international convention (for example, the Warsaw Convention which limits the liability of airlines for death and personal injury and loss or damage to baggage).

D.2.6. We are not liable for the acts and failures of any Partner or other organisation. If you or your group die or become ill or injured whilst overseas due to an activity which is not booked through us, we will try, where possible, to offer help and guidance.

D.2.7. We are not liable for any failures due to unusual and unexpected circumstances beyond our control, the consequences of which could not have been avoided even if we had taken all necessary care (for example, industrial disputes, hostilities, political unrest or natural disasters).

D.2.8. You must tell us and the Partners about any problem that arises during your trip as soon as it happens, to give us an opportunity to put things right. When you are overseas you can phone us on 00 44 1925 848 693 if you have an emergency. Any complaints should be sent to us within 28 days of the end of your trip via email to customerrelations@avios.com, or via the applicable Airline Loyalty Scheme who will contact us to investigate any travel services booked via us.

Tax

D.3.1. We make no representations as to any income, use, excise or other tax liability of Members as a result of their Membership. Such a tax liability may arise, for example, if a Member obtains Points and/or Rewards as a result of business expenditure. Members are advised to check with their accountant or tax adviser for further information. D.3.2. The Member is solely responsible for any tax liability incurred as a result of Membership.

Governing Law

D.4.1. To the extent permissible by local law or regulation these Terms and Conditions shall be governed by and construed in accordance with English law. AGL and each Member submits to the non-exclusive jurisdiction of the English courts to resolve any disputes that may arise out of them.

D.4.2. Any provision of these Terms and Conditions declared void or unenforceable by any competent authority or court shall, to the extent of such invalidity or unenforceability, be deemed severable and shall not affect the other provisions remaining which shall continue unaffected.

D.4.3. If there is any conflict in meaning between the English language version of these Terms and Conditions and any version or translation of these Terms and Conditions in any other language, the English language version shall prevail.

Data Protection

D.5.1. We will process your Data in accordance with the Privacy Policy which can be found at https://www.avios.com/privacy or via your Airline Partner Scheme under the heading “Privacy Policy”,

This Website is owned and operated by Avios Group (AGL) Ltd, whose registered office is at Waterside (Hea3), PO Box 365, Harmondsworth, UB7 0GB. Please read these terms and conditions carefully before using this Website. Your use of this website indicates your agreement to be bound by these Terms and Conditions.

Proprietary Rights

E.1.1. All Materials on this website, the appearance, organisation and layout of this website, the underlying software code and the underlying data are subject to trademarks, copyright, database rights and other registered and unregistered intellectual property rights which are owned either directly by AGL or by Our licensors. Unless otherwise authorised within these Terms and Conditions, You must not copy, modify, alter, publish, broadcast, distribute, sell or transfer (whether in whole or in part) any Material on this website or the underlying software code or underlying data. General

E.2.1. Where you use any bulletin board or other communication forum attached to this Website including social media sites you agree that you will not post, publish, or distribute information of a defamatory or unlawful nature or allow others to do so.
Where we provide you with our customers' or other personal recommendations for goods and services such as coffee shops or a restaurant we are not responsible for the accuracy of any such descriptions or recommendations nor for such goods or services.
 Limitation of Liability

E.3.1. In no event will we be liable for any direct, indirect, special, punitive, exemplary or consequential losses or damages of whatsoever kind arising out of access to, or the use of this website or any information contained in it, including loss of profit and the like whether or not in the contemplation of the parties, whether based on breach of contract, tort (including negligence), product liability or otherwise, even if advised of the possibility of such damages.

Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury caused by negligence for fraudulent misrepresentation.

Links to other websites

E.4.1. Where we provide links to websites operated by anyone other than us we are not responsible for the control of, or the material on such sites. Consequently, by providing a link to other websites for your reference we are not endorsing the material on such sites nor the owner or managers of such website.

Unless otherwise stated in these Conditions of Use, capitalised terms are as defined in the Avios Terms and Conditions. Your contract for your Reward booking is directly with the Airline Partner unless stated otherwise. Selected Rewards are available in selected countries. Please see the website or contact the service centre for further details.

F.1.1. From time to time, we may offer special promotional rates for Reward bookings and such bookings will be subject to the terms and conditions published with each offer and which take precedence over these Terms and Conditions. Unless otherwise permitted by us, Rewards (including those special promotional Rewards) may not be used in conjunction with other Rewards, promotions, coupons, discounts or special offers.

F.1.2. Bookings for Reward travel must be made no later than 24 hours prior to the intended day of departure where an e-ticket is issued. Bookings which do not comply with these requirements may be subject to a charge as specified at the time of booking.

F.1.3. E-tickets in respect of Reward travel will be issued for travel on all routes where possible.

F.1.4. For security reasons we will send the confirmation for your booking to the account holder’s address/email address in the lead passenger’s name. This also applies if you make a booking as a surprise for the account holder.

F.1.5. If you ask for a service that is not part of any offer (for example, a sea view in a hotel room), we will ask for the service on your behalf but we cannot guarantee that the Partner will meet your request. If the Partner is able to confirm your request, you may have to pay an extra charge. If the Partner is unable to confirm your request all other booking components will be subject to the applicable terms and conditions.

F.1.6. If you get a verbal quote for a price before you make a booking, we cannot guarantee you will get that price, and the price may change at any time and is subject to availability up until the booking is confirmed.

F.1.7. Extra terms (such as airline conditions of carriage or special conditions, which we can provide or explain to you at the time you book) may apply to any Rewards you book. Those terms may contain important information relating to your travel arrangements, which might affect your ability to alter your arrangements or to claim compensation or a refund. It is your responsibility to make a note of these and to ask for more details at the time you book if necessary.

F.1.8. If you make a booking with us, you are personally responsible for paying for it in full. You should make sure that you can make Payments and that you are authorised to use the payment card presented before you make a booking.

F.1.9. Unless any invoice or terms say otherwise, you must pay in full at the time you book. If you are using Points from more than one Members’ account, you must make sure that the other Member contacts us within 24 hours to allow us to take the Points from their account. If this has not been done, we may have to cancel your booking.

F.1.10. All prices quoted are for each person, unless we say otherwise.

Changes or cancellations by you

F.2.1. If you have booked a Package or standalone Reward and you wish to cancel or amend your booking, the cancellation and amendment charges will be dealt with in accordance with each Partners terms and conditions unless stated otherwise, plus a £35 fee per ancillary (hotel, car hire or attraction) and/or £35 fee per person for flights.

F.2.2. If you are a resident of the EEA purchasing a Package, you are allowed (under the European Directive of Package Travel and Linked Travel Arrangements 2015) to amend individuals' names, subject to an amendment fee, and any additional charges made by the suppliers of the services (e.g. airline, hotel, car rental company, experience provider or transfer provider) to make the changes, which will be advised at time of enquiry. Any changes of the individuals named in the booking are conditional on the substitute individual accepting these booking conditions and otherwise satisfying all the conditions applicable to the Package. Name changes within 48 hours of departure are not guaranteed.

F.2.3. If you are a resident of the EEA and have purchased a Package, you may cancel your booking before the start of the Package without paying any cancellation fees in the event of unavoidable and extraordinary circumstances occurring at the place of destination or its immediate vicinity which significantly affect (a) the performance of the Package or (b) the carriage of passengers to the destination. Changes or cancellations by us

F.3.1. We do not intend to change or cancel any of your travel arrangements once we have accepted your booking. However, from time to time it may be necessary, and we reserve the right to do so. If a Partner changes your booking (for example, a flight schedule change), we will deal with it in line with their terms and conditions.

Financial Protection

F.4.1. We hold an ATOL licence number 4562. If you are a UK resident and you book a flight inclusive package (as defined in Part A Definitions) that has a first departure point from the UK you will receive an ATOL certificate. This lists the flight, accommodation, car hire, hotel and/or other travel services that are financially protected, and where you can get information on what this means for you and who to contact if things go wrong. Your Avios points are not protected under the ATOL scheme so will not be shown on your ATOL Certificate.

We, or the Suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the Suppliers are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder.

If we, or the Suppliers identified on your ATOL Certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may take a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme. For further information visit the ATOL website at www.atol.org.uk

F.4.3. If you book a Package (as defined in Part A Definitions) which includes a flight element that has the first departure point from the EEA (as defined in Part A Definitions), Switzerland, the Channel Islands or the Isle of Man any consumer protection required by law will be provided through a Financial Failure Insurance Policy arranged by International Passenger Protection Limited. Such arrangements are intended to comply with the requirement to provide security for prepayments. For further information, visit the IPP website

F.4.4. If you are a resident of the UK, the EEA (as defined in Part A Definitions), Switzerland, the Channel Islands or the Isle of Man and have booked a Package (as defined in Part A Definitions) which does not include a flight any consumer financial protection required by law will be provided through a Financial Failure Insurance Policy arranged by International Passenger Protection Limited. For further information, visit the IPP website. Financial Protection for Linked Travel Arrangements
F.4.5. If you book, in the UK or EEA, travel services that create a Linked Travel Arrangement (as defined in Part A Definitions) you will NOT benefit from the same rights applying to Packages under the Package Travel Regulations.
If you book and pay, in the UK or EEA, for a flight and subsequently, during the same visit to our booking website or by clicking on a link we send to you within a period of 24 hours, go on to book additional travel services (as defined in Part A Definitions) this will create a Linked Travel Arrangement. In that case, as required by the Package Travel Regulations, Avios Group Limited will have protection in place to refund your payments for services not fully performed because of our insolvency. For further information, visit the IPP website.

F.4.6 Our Financial Insolvency Protection through International Passenger Protection Limited

For UK Operators selling Packages in the UK, EU & Worldwide In accordance with the UK Package Travel & Linked Travel Regulations 2018, Directive (EU) 2015/2302 or the local applicable law in the country of residence of the passenger(s) booking with Avios Group (AGL) Ltd are fully protected for the initial deposit and subsequently the balance of all monies received by us, including repatriation costs and arrangements, arising from cancellation or curtailment of your travel arrangements due to the insolvency of Avios Group (AGL) Ltd.

Avios Group (AGL) Ltd has taken out an insurance provided by International Passenger Protection Ltd (IPP) with Liberty Mutual Insurance Europe SE (LMIE) trading as Liberty Specialty Markets, a member of the Liberty Mutual Insurance Group. LMIE's registered office: 5-7 rue Leon Laval, L-3372, Leudelange, Grand Duchy of Luxembourg, Registered Number B232280 (Registre de Commerce et des Sociétés). LMIE is a European public limited liability company and is supervised by the Commissariat aux Assurances and licensed by the Luxembourg Minister of Finance as an insurance and reinsurance company. This insurance is only valid for passengers who book and pay directly with/to Avios Group (AGL) Ltd.

In the event of our insolvency please make contact as soon as practically possible giving full details of what has happened:

For UK & Worldwide excluding EU Passengers  
IPP Claims at Sedgwick  
Telephone: +44 (0)345 266 1872  
Email: Insolvency-claims@ipplondon.co.uk  
or online at http://www.ipplondon.co.uk/claims.asp

For EU Passengers  
IPP Claims at Sedgwick  
Telephone: +31 103120666  
Email: ippclaims@nl.sedgwick.com  
or online at https://www.ipplondon.co.uk/claims.asp

F.5.1. Infants (less than 2 years of age) travelling with a Member on a Reward flight will travel for 10% of the Points required for the Member's flight if they do not have their own seat. Children (2 years of age or older) and infants who require their own seat will be "charged" the full Points for the relevant destination and applicable taxes, fees and charges as set out in Section F.5.8.

F.5.2. One-way tickets can be issued as a Reward on Airline Partner flights at 50% of the Points required for a return journey to the same destination and subject to the applicable taxes, fees and charges as set out in Section F.5.8. Open tickets cannot be issued as Rewards.

F.5.3. There are no charges for stopovers included in a Reward itinerary, where stopovers are at connecting points on the most direct route between origin and destination.

F.5.4. For return journeys, outbound and return flights must be booked at the same time. Travel to one destination from a point of origin and returning from another city to the same point of origin (or vice versa) is permitted subject to the rules of the fare.

F.5.5. Reward bookings are subject to availability and cannot be waitlisted. Reward bookings may be made up to 355 days prior to departure. The total number of seats available for Reward bookings will vary from route to route and from week to week depending on commercial demand. Availability can change throughout the year. Reward bookings on Airline Partners are subject to the availability determined by the Airline Partner. Members are advised to make Reward bookings well in advance of the date of travel however we cannot guarantee that a Member will be able to make a Reward booking on any specific flight regardless of the time of booking.

F.5.6. Rewards for travel will only be issued to and from destinations served by Airline Partners designated at the time the ticket is issued and also at the time the ticket is used. The most direct routing must be taken.

F.5.7. Rewards are based on round trip travel between origin and destination using the most direct route possible. Rewards may be for more than one flight sector. On one occasion only per booking may a flight sector commence at a different point from the end of the preceding flight sector. It is possible to combine flights on Airline Partners to make a round trip journey of up to a maximum of 8 sectors.

F.5.8. Except to the extent expressly stated otherwise on the Website or notified in relation to your booking, Members will be liable for all taxes fees and other charges associated with Reward travel on Airline Partners, including without limitation, airport departure tax, customs fines, immigration fees, airport charges, customer user fees, carrier imposed charge, fuel surcharges, agricultural inspection fees, security and insurance surcharges or other incidental fees or taxes charged by any person or relevant authority or body. If required to do so, we will provide any relevant fiscal authorities with full details of any persons in receipt of Rewards. Any liabilities that arise as a result of the submission of these details, or from a direct notification by a Member, shall be the personal liability of the Member concerned and shall not be borne or paid by us.

F.5.9. Taxes and/or charges change constantly and can be put in place or altered after we have issued your ticket. If they change or if a new tax, fee, charge or security charge is put in place after we have issued your ticket, unless you have booked a Package, you will have to pay any increase. Similarly, if any taxes and/or charges you pay us when we issue your ticket are then abolished or reduced, you will be entitled to claim a refund from us.

F.5.10. Reward tickets are subject to IATA fare construction rules. Travel itineraries for Reward bookings may start and end at different airports within the same country, or in different countries, provided the two airports are in the same zone. Outbound journeys may terminate at a different airport to the airport where the return journey starts provided the two airports are within the same zone. Rewards or cash bookings for travel on Airline Partner flights or Partner bookings are subject to the relevant terms and conditions of the Airline Partner or Partner.

F.5.11. All Reward travel must be completed within 12 months of the original date of ticket issue.

F.5.12. A £15 per person booking fee will be applied to any stand-alone flight booking, which could’ve been made online, unless we have removed the functionality to book online. On these occasions the £15 per person booking fee will be waived.

F.5.13. Changes to bookings for Reward travel on flights operated by Airline Partners are permitted via our Customer Services Department only in respect of date, time, class and service. Such changes may only be made by the Member. If more than one price option is available for a flight, it is not possible to change the price option chosen by a Member after a booking has been made. All permitted changes are subject to capacity limitations and may not be made after the time 24 hours prior to the scheduled departure of the first flight in the Reward travel itinerary. Unless otherwise stated a per person fee of £35 will be payable for each permitted change. For the avoidance of doubt, name changes are not permitted.

F.5.14. The route applicable to a Reward travel booking may be changed provided that the new route selected would, as at the date the change is requested, require the redemption of the same amount of Points and/or cash as was redeemed in making the original booking. Route changes are only permitted for Reward travel bookings which (other than for the payment of taxes, fees and charges) are purchased using Points only.

F.5.15. Unless otherwise stated a per person fee of £35 will be charged if bookings for Reward travel on Airline Partners are cancelled by the Member prior to departure. Provided a cancellation is made more than 24 hours prior to the scheduled departure of the first flight in the Reward itinerary the Points charged for the Reward will be re-credited to the Member's account.

F.5.16. If flight bookings for Reward travel are cancelled by the Member within 24 hours of departure, Points in respect of the Reward will not be re-credited to the Member. In the event you are prevented from travelling by an Event Beyond Your Control we will refund your Points provided you have an unused Reward, have informed us promptly and provided evidence of the Event Beyond Your Control and paid the applicable £35 per person fee.

F.5.17. Failure to utilise a Reward flight i.e. "no show", will result in the airline's cancellation of any onward or return reservations and Points cannot be re-credited.

F.6.1. Your contract is directly with us unless stated otherwise.

F.6.2. Your accommodation price (if any) includes any Government taxes and compulsory service charges for hotels (unless otherwise stated) and other services bought for you.

F.6.3. 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.

F.6.4. Hotel and apartment facilities, such as sports and leisure equipment, are not included unless otherwise stated in the hotel / apartment description.

F.6.5. 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.

F.6.6. 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 the Website 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.

F.6.7. 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.

F.6.8. A hotel's definition of a 'child' can 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).

F.6.9. 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 Partner of your requirements for a cot, but this request cannot be guaranteed. If we are advised by the Partner 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.

F.6.10. 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 will require a complete cancellation (subject to the terms applicable to cancellations) and re-booking of the itinerary. Any 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 cancellation terms please see clause 6.11.

F.6.11 Unless otherwise stated, if you cancel your hotel, car hire or ancillary booking we will charge you a per product fee of £35 in addition to the fees set out below, and any Partner charges. The charges are set out at time of booking and are as follows (unless otherwise advised at the time of booking):  

• Car hire - All pre-pay cars are fully refundable until 48 hours before pick up.
• If you cancel your booking more than 48 hrs before travel, you will be fully refunded minus a £35 cancellation fee.
• Any cancellations made less than 48 hours before travel are non-refundable, but no cancellation fee will be charged.
• Hotels – All hotels are fully refundable up to the specified deadline provided by the selected hotel Partner minus a £35 cancellation fee

Cancellation penalties are levied by us in order to our administrative costs and become payable immediately.

F.6.12. Some of our hotels may have different cancellations terms to those given above. We will tell you if this applies to you when you make your booking and at this time you will be advised of the cancellation policy.

F.7.1. Vouchers are valid on days that the participating attractions are open, Vouchers may not be valid during special events, please check opening times and dates directly with the attraction.

F.7.2. Please be aware of any expiry dates, which are printed on the front of Reward vouchers. You cannot use Reward vouchers after the expiry dates. We cannot refund Reward vouchers if you do not use them or if they are lost, damaged or stolen.

F.7.3. We cannot guarantee availability. Opening dates, times and other conditions of use are at the discretion of the participating attractions

F.7.4. You are bound by the terms and conditions of the supplier of your chosen attraction and we act as agent only.

F.7.5. Use of your attraction voucher cannot be combined with any other offer. Where the voucher entitles you to a discount, this applies to full published tariffs only.

F.7.6. Vouchers cannot be exchanged, refunded sold or otherwise transferred for value

F.7.7. You are advised to check restrictions on medical conditions, age and height and may prevail over the use of attractions, and if they may apply to you. For certain attractions persons under the age of 18 must be accompanied by an adult and in some circumstances may not be able to purchase the product unless they are aged 18 or over

F.8.1. The Reward Flight Saver "RFS" is available to Members who have earned at least one Point in the 12 months prior to booking a flight under the RFS “Regular Collector”. The RFS entitles Regular Collectors making a reward booking (including an Avios & Money booking) to pay a set cash price in respect of taxes, fees and Carrier charges on a qualifying flight, (the “RFS Cash Price”), in place of the actual taxes, fees and Carrier charges applicable to the booking.

F.8.2. The RFS is subject to the Avios Terms and Conditions

F.8.3. RFS is available on Airline Partner and on Airline Partner’s franchise flights (in any cabin class). RFS is not available on any Airline Partner Codeshare Flights or Partner Flights.

F.8.4. RFS is only available on specific routes and the set cash price will differ between short haul and long haul.

F.8.5 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 the scope of RFS will require the usual taxes, fees and Carrier charges will apply.

F.8.6. The RFS Cash Price payable is based on a booking for a return flight, and for one-way flights will be 50% of the stated RFS Cash Price.

F.8.7. Journeys with connecting flights will be charged two RFS Cash Prices, plus the Points applicable for each sector.

F.8.8. The RFS Cash Price payable may vary according to the cabin class, and operating carrier. It will be clearly displayed on the booking page.

F.8.9. In the unlikely event that the RFS Cash Price is higher than the applicable taxes, fees and Carrier charges on a booking, the Regular Collector will pay the actual taxes, fees and Carrier charges applicable to the booking.

F.8.10. We reserve the right to alter the applicable RFS Cash Price at any time (but this will not apply to bookings already made before change).

F.8.11. Changes to RFS bookings are subject to the change rules contained in Part F of these terms and conditions. Date and time changes for RFS bookings are permitted for a fee, as stated on the Website, but name changes are not permitted. Where the RFS flight is cancelled by the Regular Collector more than 24 hours prior to outbound departure, the RFS Cash Price and the Points (or, in the case of Avios & Money bookings, the RFS Cash Price, the Points & the cash) are refundable, for a fee, as stated on avios.com. The actual taxes, fees and Carrier charges applicable to a RFS booking are not refundable to the Regular Collector, unless the Regular Collector paid the actual taxes, fees and Carrier charges. No refunds are available for cancellations within 24 hours of the departure time.

F.8.12. The RFS may not be used in conjunction with Avios for Upgrade; or any other promotions or offers, except any credit card companion vouchers, which may be used with the RFS

F.9.1. Combine my Avios (“CMA”) allows you to redeem Points held under one of the Iberia Plus, BA Executive Club, Aer Club or Avios Schemes (the “Programmes”) and to be issued with an equivalent number of Points under one of the other Programmes.

F.9.2. CMA is hosted by Avios Group (AGL) Limited

F.9.3. Once Avios have been transferred to a Programme they are subject to the Terms and Conditions of that Programme as applicable at the date of transfer. In the event of any dispute as to the entitlement to the Points originally issued to a Member the Terms and Conditions of the Scheme under which Points were issued shall apply.

F.9.4. A Member may only move Points between accounts under the following conditions:  

• 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 CMA will be refused until both Programmes have received proof of the change.

F.9.5. Points can be moved between Programmes using CMA online or if this service is unavailable by calling your local customer service centre. In order to move Points using CMA, 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 CMA facility.

F.9.6. By using CMA 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.

F.9.7. Only the Member may request to transfer Points using CMA. Members should not share Membership numbers and passwords in order to allow an unauthorised third party to use CMA. We cannot be held responsible for any fraudulent use of Points in the event of the Member allowing a third party access to his or her account

F.9.8. There is no limit to the number of Points that a Member may move.

F.9.9. CMA cannot be used to transfer to or from the Iberia Plus Programme within 90 days of joining the Iberia Plus Programme.

F.9.10. Points moved using CMA 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 Points 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 Points from one Programme to another Programme.

F.9.11. Moving Points using CMA will not count as earning or redeeming Points and will not prevent the expiry of your Points balance under the Programmes Terms and Conditions.

F.9.12. We reserve the right to stop, suspend or limit CMA at any time without notice. We may refuse to allow use of CMA by any Member in relation to any or all transactions at our discretion.

F.10.1. Members can use their Avios to pay for part of the total price of selected flight bookings made with Airline Partners. Please refer to the Airline Partners’ website for more information.

F.10.2. Bookings made with this payment option will be subject to the standard fare rules associated with the fare purchased.

F.10.3. Points can be used to pay for bookings made via the Airline Partners website or where applicable calling the Airline Partners contact centre.

F.10.4. The entire booking must be eligible for Avios part payment for it to be applied to the booking.

F.10.5. The Avios payment rates are defined in a fixed set of currencies.

F.10.6. The Points payable will depend on the cabin class, route selected and the number of people on the booking, this will be clearly displayed on the booking page.

F.10.7. The Airlines Partners reserve the right to alter the applicable Avios payment rates at any time (but this will not apply to bookings already made before change).

F.10.8. When a Member makes a booking using Points, the Member must make the relevant payment for the ticket. The Points will be debited from the booker’s Avios account, for each passenger on the booking.

F.10.9. The Points to be accrued by each Member on any booking made using Avios part payment will be clearly displayed on the booking page. The Points and Tier Points, if applicable, to be accrued by each Member on the booking will be in line with the commercial ticket purchased.

F.10.10. When Points have been used as part payment, the Points will be refundable only where the fare is refundable. Partial refunds of fare and surcharges will be credited to the Members Avios account up to the value of the original part payment, with any remainder credited to the original method of payment together with government taxes.

F.10.11. In the case of a household account, current redemption rules apply regarding the debiting of Points 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.

F.10.12. Avios part payment may not be used in conjunction with any other promotional offers, unless expressly stated otherwise.

F.10.13. If you wish to change a flight booking where you have used Points to obtain a discount on a cash fare, the published fare rules applicable to that booking will apply in addition to the £35 per person change fee.

F.10.14. If you wish to cancel a flight booking where you have used Points to obtain a discount on a cash fare, the published fare rules applicable to that booking will apply in addition to the £35 per person change fee. If you are due a refund any Points paid will be refunded first followed by the cash paid.