British Airways shakes up passenger loyalty program causing disruption

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

The airline, which has been at risk of cancellations and take-off delays since the Covid-19 pandemic, is shaking up its points system where passengers get rewards such as free seat selection and access to the BA cabin.

Under these changes, points will be awarded based on the cost of flights or holiday packages rather than travel class and length of travel.

Some industry figures say the move, which will be introduced from April, will affect leisure travelers, who previously would hunt for the best airline deals to get rewards.

“BA is washing its hands in the leisure market,” said Rob Burgess, editor of the regular advertising website Head for Points.

“In fact, it is now impossible to find gold for small business travelers, economy travelers or self-sufficient leisure travelers.”

Airlines 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 in the rebrand.

Gilbert Ott, of the website God Save the Points, said the move would “reward full use and branding, rather than encouraging people to connect with more people based on artificial standards”.

BA said the changes, part of a wider £7bn transformation programme, meant there were now “more ways than ever to access Tier data”.

It added that linking data earned to pounds spent would bring BA into line with “the model used by many other airline loyalty programs around the world”.

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

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

The Tier Points system is separate from the Avios loyalty bonus that can be used on flights and holidays.