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Forums Frequent flyer programs British Airways Executive Club Missing Bicester Avios from new process

  • lollyfry 50 posts

    Went to Bicester Village on 2 March and ensured well beforehand that my BAPP card and my husband’s supp card were registered on our BAEC accounts (they’ve been registered for ages and we regularly receive Avios from online shopping transactions)

    The next day I emailed my receipts as normal to the BV concierge and they responded to say most of the shops we made purchases from are now on the new automated credited system (and they manually added the Avios for the ones that weren’t which came through with no problem after 40 days).

    2 days after our visit the Avios are credited for the purchases my husband made to his BAEC account, but mine have never appeared.

    Waited 40 days as advised by BV but still no Avios. Contacted BV again who said I needed to raise a missing Avios claim with BA as they are responsible, which made sense as show now be an automated process with registered cards.

    Searched through the Missing Avios tool on BA and there were no options for claiming for a ‘in person’ transaction not via the online eStore . A chat adviser gave me an email address to contact (support at gate365.zendesk.com)

    Response from BA today – “Please note that The Bicester Collection is not a partner with our eStore but with British Airways directly. For raising a missing claim regarding these purchases, please contact the frequent flyer team at Bister Village”

    So, BV saying its BA to resolve and visa versa…

    I know this is a new process (it was so much easier when you just emailed your receipts to BV and they processed the Avios claim!) but guessing I now need to make a complaint to try and get resolved but I’m not sure where I need to complain to? As none of the options on BA website fit this transaction type (e.g non travel partner but not an eStore transaction)

    lollyfry 50 posts

    Can anyone help at all with pointing me in the might direction for resolving the missing Bicester village avios above??

    Skywalker 745 posts

    The only other email address I found on their website was: legal at bicestervillage.com

    It might be overkill to go straight to Legal, but there are no other email addresses on their website.

    You might find someone helpful who can supply you with the correct escalation route.

    lollyfry 50 posts

    Thanks Skywalker, but I don’t think it’s Bicester Village that can resolve this, as credit cards are registered with BAEC to earn the avios directly with the stores now. The issue seems to be that BA don’t view the transactions as estore transactions and claim BV is a ‘partner’, so issues seem to now fall through a gap!

    The old method of claiming with receipts at the guest centre at BV worked much better!

    Wondering if anyone else had this issue at BV since the new method of earning avios and, if so, how to resolve?

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