British Airways shake-up to passenger loyalty programme sparks backlash

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British Airways has announced sweeping changes to its passenger loyalty program, sparking criticism from some customers who fear they will lose travel benefits.

The airline, under fire from cancellations and delays from the Covid-19 pandemic, is shaking up its points system where passengers earn rewards such as free seat selection and access to BA lounges.

Under the changes, points will be awarded based on the cost of booking a flight or package holiday rather than the class of travel and length of travel.

Some industry figures say the move, which will be introduced from April, will hit leisure travelers, who may look for the best deals on flights earlier to earn rewards.

“BA is effectively washing its hands of the leisure market,” says Rob Burgess, editor of frequent flyer website Head for Points.

“In reality, it will now be impossible for small business travelers, economy travelers or self-funded leisure travelers to earn gold.”

Flyers can earn bronze, silver or gold status in the airline’s Tier Points program. One point will be earned for every pound spent excluding tax.

Bronze will now be awarded at 3,500 points, Silver at 7,500 points and Gold at 20,000 points.

Gilbert Ott of frequent flyer website God Save the Points said the move would “reward overall spend with the brand rather than encouraging people to take a lot of connections to artificially hit”.

B.A Part of a wider £7bn transformation programme, the changes, it said, meant there were now “more ways than ever to achieve tear points”.

It added that aligning points earned with pounds spent would bring BA “in line with the model used by many other airline loyalty programs around the world”.

Colm Lacey, BA’s chief commercial officer, said: “The changes we’ve announced today build on our continued investment in our loyalty program and in our customers.”

Customers can earn up to 2,500 points by spending on co-branded credit cards.

The tier point system is separate from the Avios loyalty currency which can be spent on flights and holidays.