How are Avios changes processed if your Household Account has changed?

[defender90]

Good Afternoon,

Bit of a niche one but I figured that if this team can’t help me, no-one can!

Earlier this year I booked a BA CW flight LHR->Singapore using an Amex 2-4-1 voucher, for the princely sum of 82.5k avios + taxes. As I am part of a household account this was prorata from 4 balances (33k from my own).

I have been keeping an eye on availability and when 2 First seats opened up a few weekends back I jumped on the chance and gave the call centre a ring. They confirmed these seats were still available and cost 119k avios each. There is no additional tax to pay and with the 2-4-1 voucher the agent confirmed I would need to pay an additional 36.5k avios for the 2 seats, which I was more than happy to do so for this bargain!

Now comes the complexity, since the original CW booking I have moved from my previous household account to one containing just myself and new partner. What I assumed would happen is that the additional 36.5k avios would be taken pro-rata from our accounts and everything is good. What instead has happened seems bizarre to me:

-The original 82.5k avios has been refunded into the 4 accounts from which it originated (33k back to me)
-The entire 119k balance has been taken from my solo account, not even pro-rated between the 2 accounts now in the new household

Anyone have any ideas or similar experiences?

[gundam]

defender90 wrote:

Good Afternoon,

Bit of a niche one but I figured that if this team can’t help me, no-one can!

Earlier this year I booked a BA CW flight LHR->Singapore using an Amex 2-4-1 voucher, for the princely sum of 82.5k avios + taxes. As I am part of a household account this was prorata from 4 balances (33k from my own).

I have been keeping an eye on availability and when 2 First seats opened up a few weekends back I jumped on the chance and gave the call centre a ring. They confirmed these seats were still available and cost 119k avios each. There is no additional tax to pay and with the 2-4-1 voucher the agent confirmed I would need to pay an additional 36.5k avios for the 2 seats, which I was more than happy to do so for this bargain!

Now comes the complexity, since the original CW booking I have moved from my previous household account to one containing just myself and new partner. What I assumed would happen is that the additional 36.5k avios would be taken pro-rata from our accounts and everything is good. What instead has happened seems bizarre to me:

-The original 82.5k avios has been refunded into the 4 accounts from which it originated (33k back to me)
-The entire 119k balance has been taken from my solo account, not even pro-rated between the 2 accounts now in the new household

Anyone have any ideas or similar experiences?

The crediting process is correct – avios should go back to where they originally came from to avoid a mess in the audit trail.
But it is strange they haven’t debited it across your new household. Are you sure the other person is a full household member or just friends and family list? Avios is not shared with friends and family when redeeming.

[defender90]

Definitely a full household member, this is the answer from support:

‘With this booking the household account has been changed since the booking was made. This is why the full amount has come from your account, as there is no way for us to deduct the avios from the other member.’

[JAXBA]

Is there not a corresponding credit into your account from the other HHA member? That’s what screenshots from other HHA redemptions have shown, a transfer from the other HHA member(s) to the account being used to redeem, then the whole total being taken out of the one account.