Introduction

If you travel through London’s busiest airport, you’ve likely signed up for Heathrow Rewards. The premise is simple: earn one point for every £1 you spend on shopping, dining, parking, and even the Heathrow Express, then swap those points for vouchers or airline miles. For frequent flyers, it is an easy way to get a little something back from the high prices at airport terminals.

However, if you are reading this, chances are the system isn’t working for you. Perhaps you are staring at a login error on the new “My Heathrow” portal. Maybe you have just checked your balance and noticed points have vanished, or you’ve scanned your card at a till only to see no points appear in your account days later.

You are not alone. Recent overhauls to the programme’s IT infrastructure, coupled with strict expiry rules, have left many UK consumers frustrated. This guide is designed to walk you through the most common technical and administrative problems with Heathrow Rewards. You will learn how to fix login issues, claim missing points, understand the new rules, and most importantly, how to stop your balance from expiring without warning.

Key Takeaways (For Skimmers)

• New System: Heathrow Rewards has merged into the “My Heathrow” portal. You must reset your password and set up two-factor authentication (2FA) to access your account .
• Login Fixes: If you cannot log in, use the “forgotten password” tool. Ensure you are using your registered email and your new 12-character password with special characters .
• Points Expiry: Points expire 36 months after your last qualifying earning activity. Simply spending points does not reset the clock; you must earn new points .
• Missing Points: Transactions can take up to 30 days to appear. Always keep your receipts to file a missing points claim .
• Lost Cards: Physical cards are no longer issued. You must use the digital card in the Heathrow App .

Why Is Heathrow Rewards Suddenly So Difficult?

To understand why you might be having issues, it helps to know what has changed recently. At the start of 2025, Heathrow consolidated its various online services—including Rewards, Parking, and Reserve & Collect—into one central system called “My Heathrow” .

While this was designed to simplify things (one login for everything), the transition has been rocky. Reports from frequent flyer sites indicate that the migration caused data issues, forced password resets, and required everyone to adopt multi-factor authentication for the first time . If you haven’t logged in since late 2024, your account is effectively in a new system now.

Login and Account Access Problems

The most common hurdle members face is simply getting into their account. If you are locked out, here is how to troubleshoot.

1.1 The “My Heathrow” Merge

If you are trying to log in via the old Heathrow Rewards page, you will likely be redirected. You now need to access your account through the main Heathrow website or the Heathrow App.

• The Fix: Go to the Heathrow website and look for the “My Heathrow” login. Do not create a new account yet—attempt to log in with your old details first, as they should be migrated .

1.2 Password Requirements

The new system has strict password criteria. If you are getting an error, your password must be:

• At least 12 characters long.
• Contains upper and lower-case characters.
• Includes at least one number (0-9).
• Includes at least one special character (e.g., ! @ # $ %) .

1.3 Two-Factor Authentication (2FA)

Upon your first login to the new “My Heathrow” system, you will be prompted to set up 2FA. This usually involves receiving a code via text or email.

• The Fix: If you aren’t receiving the code, check your spam folder. Ensure your mobile number is correct in your profile. If you are stuck, you cannot bypass this; it is mandatory for security .

1.4 “Account Does Not Exist” Error

This can happen if your account was inactive during the migration.

• The Fix: Try the “Reset Password” option first. If that fails, you may need to contact Heathrow Customer Services. Warning: Do not simply open a second account. Only one account is permitted per person, and having duplicates complicates your points balance .

The switch to “My Heathrow” requires a mandatory password reset and 2FA. Always try the “forgotten password” feature before assuming your account is gone.

Points Not Showing or Missing

You made a purchase at World Duty Free or pre-booked your parking, but your points balance hasn’t budged. Here is why.

2.1 The 30-Day Window

Heathrow Rewards points are not always instant. According to the official help centre, points from shopping and dining can take up to 30 days to appear in your account . For services like parking or lounge bookings, points are usually awarded 24 hours after the booking date, not the purchase date.

2.2 The Receipt is King

If your points have not appeared after 30 days, you can claim them, but you will need proof.

• Practical Example: Sarah buys a new handbag at Terminal 5 on 1st March. By 5th April, the points are still not showing. She logs into her “My Heathrow” account, navigates to the help section, and uses the contact form, attaching a photo of her receipt. Without this receipt, Heathrow is unlikely to investigate .

2.3 Transactions That Don’t Earn Points

Before you contact support, check if your purchase was eligible. You do not earn points on:

• Tobacco and prescription items.
• Infant formula and lottery tickets.
• Gift card purchases.
• Transactions at the Post Office, hotels, or petrol stations within the airport .

2.4 Deleted or Dormant Accounts

This is a critical issue raised by many users. If you have not earned any new points or logged into your account for 36 months, your account may be closed and points cancelled .

• Real-World Scenario: A LinkedIn user recently reported losing 7 years’ worth of points because his account was deleted due to inactivity during the pandemic. He was using his card, but because he wasn’t earning (the card was linked to a deleted account), the points went into a void .

Wait 30 days for points to post, always keep your receipts, and ensure you have an “earning transaction” at least once every three years to keep your account alive.

Partner Airlines and Conversion Failures

One of the main draws of Heathrow Rewards is converting your points into airline miles, such as Avios. However, 2025 has seen significant turbulence in this area.

3.1 Lost Partners

In late January 2025, Heathrow Rewards gave members just five hours’ notice that major partners were leaving the scheme. As of now:

• Emirates Skywards: You can no longer convert Heathrow points into Emirates miles, nor can you transfer Emirates miles into Heathrow points .
• Lufthansa Miles & More: You can no longer convert miles into Heathrow points (inbound transfers), though outbound transfers to Lufthansa may still be available depending on your region .
• Rocketmiles: Points earned through Rocketmiles hotel bookings are now ring-fenced. You can only use them for shopping vouchers, not airline transfers .

3.2 Conversion Errors

If you are trying to convert your points to Avios (British Airways) and it fails, check that your accounts are linked correctly. You usually need your Frequent Flyer number saved in your “My Heathrow” profile before attempting the conversion.

The airline partner list has shrunk. If you were saving points for Emirates flights, you must now redeem them for shopping vouchers instead.

Card Issues – Digital Only and Lost Cards

4.1 No More Plastic

As part of Heathrow’s sustainability policy, physical plastic cards are no longer issued . If your old card is worn out or lost, you cannot get a replacement.

• The Fix: You must download the Heathrow App. Your digital card lives there. You can also add it to your Apple Wallet or Google Pay for easy scanning at tills.

4.2 Card Declined or Not Scanning

If the shop says your card isn’t working, it might be a system issue at the till, or your digital card might not have loaded properly.

• The Fix: Ask the cashier to manually type in your 16-digit Heathrow Rewards number. You can find this number in the App. If you have a screenshot of your old physical card, that number remains valid .

4.3 Compromised Cards

If you lose your phone or believe someone else has your card details, contact Heathrow Customer Services immediately. They can cancel the specific card number and issue a new digital one linked to your account .

Embrace the digital card. Without the Heathrow App, you cannot access your vouchers or your membership number.

Spending Your Points – Voucher Problems

So, you have the points, but you cannot spend them?

5.1 The App-Only Voucher

Since the “My Heathrow” launch, you can no longer request paper vouchers by post. All redemptions for shopping are now Digital Vouchers (usually 500 points = £5) .

• The Catch: You need the Heathrow App to actually use the voucher in store. You can create the voucher on the website, but to scan it at the till, you must open the App.

5.2 Instant Redemption

For some services, like pre-booking Official Heathrow Parking, you can use “Instant Redemption.” Instead of creating a voucher, you simply apply your points at checkout (e.g., 500 points = £10 off parking) .

Regulatory and Consumer Protection Information

As a UK consumer, you have specific rights when dealing with loyalty programmes, though they are less protected than cash transactions.

• Terms and Conditions: The Heathrow Rewards programme is governed by its Terms and Conditions (Version 1.3, Oct 2025). By signing up, you enter a contract with Heathrow Airport Limited. It is vital to keep a copy of these T&Cs, as Heathrow can change partners or points values with notice .
• Expiry Clarity: The FCA does not currently regulate loyalty points like bank accounts. However, under consumer law, terms regarding expiry must be fair and clear. The T&Cs state that points expire after 36 months of inactivity, and they will attempt to notify you via email . However, it is your responsibility to keep your email address up to date.
• Making a Complaint: If you feel points were unfairly removed (e.g., you were not notified of expiry), you should follow Heathrow’s complaints process. If unresolved, you can escalate to Alternative Dispute Resolution (ADR) or mention the Consumer Rights Act 2015 regarding unfair contract terms. Document everything .

Conclusion and Actionable Summary

Heathrow Rewards can still offer value for anyone who regularly spends at the airport, but it is no longer a “set and forget” programme. The technical migration to “My Heathrow,” coupled with strict expiry policies and partner changes, means you must be proactive.

Your Action Plan:

1. Verify Access: Log into “My Heathrow” today to ensure you can access your account and that your contact details are correct.
2. Check Expiry: Look at your points balance and note the expiry date. Remember, you need to earn a point (not just spend one) to reset the 36-month clock.
3. Keep Receipts: Hold onto your airport shopping receipts for at least 30 days until you see the points in your account.
4. Use the App: If you haven’t already, download the Heathrow App. You need it to spend your vouchers and access your digital card.

By staying on top of your account, you can avoid the frustration of lost points and ensure you get the rewards you are entitled to.

Important Notice: The information contained in this article is for general educational and informational purposes only and is correct as of the publication date. Loyalty programme terms, partners, and technical systems are subject to change at the discretion of Heathrow Airport Limited. Always refer to the official Heathrow Rewards Terms and Conditions on the Heathrow website for the most current information. This content does not constitute financial or legal advice.