COVID policy - Points that were due to expire during the period 8th April 2020 - 30 June 2022 remained available for use throughout that period and did not expire - however, with travel returning to normal, those points have now expired on the 30th June 2022 unless 'spent' before this date. Hereafter all points will automatically expire on their regular expiration date (2 years after accrual).
Who is eligible to join?
Membership is open to residents of the Channel Islands, United Kingdom and France aged 18 years of age or over. Additional family members of any age are eligible to join a ‘Household Account’ – see below for details.
How do I join?
Go to the ‘Join Frequent Flyer’ tab on the home page at www.aurigny.com or click here and complete the registration details required for the Primary Member. An email will be sent confirming the registration has been successful along with a frequent flyer membership number and password. Using these details members can log-in and gain points for each booking made at an eligible fare once travel is completed.
What is a Primary Member?
A Primary Member is any person who joins the Aurigny Frequent Flyer Programme and then chooses to add additional family members to his/her account and create a ‘Household Account’. The Primary Member of the Household Account will receive all communications concerning the account and is responsible for maintaining correct details for each member, including removing members if they permanently leave the residential address for any reason, including death of a member, and changing the passenger ‘type’ once an Infant becomes a Child (2nd birthday), or a Child becomes an Adult (12th birthday).
What is a Household Account?
Any Aurigny Frequent Flyer member can invite up to six additional family members to join a Household Account (making a total of 7 members including the Primary Member). A Household Account enables each member to earn Award Points and to pool Award Points with the other members of the account and use them on scheduled flights with Aurigny. All bookings (earn or redemptions) must be made by the Primary Member.
Who can join a Household Account?
All members of a Household Account must permanently reside at the same residential address as the Primary Member. The Primary Member must be aged 18 or over, the other members may be of any age and the six additional members may include children and infants.
How do I create a Household Account?
The Primary Member can add family members by logging in to the account and clicking My Profile/Add Member for any family members sharing the same family name. If any of the six family members have a different family name then registration will need to be completed by Aurigny. This can be done by emailing us at [email protected], please supply FFP number and name of Primary Member. Proof of domicile of the additional members may be required by the Frequent Flyer Department to support the application.
I book my flight through a travel agent, can I join the scheme and earn Award Points?
Yes you can, firstly you will have to join the scheme online at www.aurigny.com and obtain a Frequent Flyer Membership Number. This number needs to be given to your Travel Agent, who will need to enter this into your booking (or, other members of an Household Account), so that Award Points are recorded. Your Award Points will appear in the "My Points" section. NB Some fares booked through a Travel Agent may not be eligible for Award Points.
Please Note: Award Points bookings can only be made online at www.aurigny.com or through the Aurigny call centre. Bookings made via the Call Centre will incure a small fee (see Charges and Fees Summary).
Please see the Benefits section for further details. Aurigny may, from time to time, change the Award Points currency and levels used by the Frequent Flyer Programme.
Earning Award Points
How do I earn Aurigny Frequent Flyer Award Points?
Having registered and logged in to Frequent Flyer - by booking flights through www.aurigny.com or at an Aurigny sales outlet, or through a travel agent using Aurigny's published fares (excluding flights booked as part of an inclusive package holiday).
Bookings made at a Group fare via the Aurigny Groups department are eligible for points at 80% of the regular rate.
Industry discount tickets, Agent discount tickets and airline employee discount tickets are not eligible to earn Award Points.
When will my Award Points appear on my Account?
Your Award Points will automatically be credited to your account, usually within 48 hours of completing your flight and can be verified by checking the ‘My Points’ section of the Frequent Flyer page once logged in.
What if my Award Points do not appear in ‘My Points’ or I have a query concerning them?
Award Points which are not credited automatically for any reason may be credited later at Aurigny’s discretion. For any discrepancy please email: [email protected] along with your Frequent Flyer number and the booking reference concerned.
We can only credit points for flights that have been flown within the last six months where the passenger was a member of the scheme at the time of travel.
Who earns Award Points?
Every member of the Aurigny Frequent Flyer programme, including members of a Household Account (excluding INFANTS), provided the Primary Member is logged in using the membership number and password prior to making a flight reservation. Animals are not permitted as Members. Award Points and point breakdowns can be viewed in the “My Points” section. When logged in as a frequent flyer no other frequent flyer number can be entered. A separate booking should be made by logging in again with the other frequent flyer number.
Do Children and Infants receive points?
If part of a Household account, children between 2 and 18 years earn Award Points on flights travelled using eligible fares. Infant fares are not eligible for award points.
Do Award Points expire if not used?
Yes. All points are valid for redemption for a period of 24 months from date of award. Validity of Award Points may not be extended and unused points are not refundable/transferable. The expiration date of points can be viewed in the “My Points”.
I have flown many times recently, can I get Frequent Flyer Award Points for these?
Award Points are not available for any flights travelled prior to joining the programme.
I have several bookings for the future which I made before joining Frequent Flyer, will I get Award Points for these?
You can get Award Points for these by emailing [email protected] to add your number. Please provide the booking reference/s and the respective membership number/s and name/s of any members travelling. Booking must have been made using Aurigny’s published fares to earn Award Points.
Redeeming Award Points
How do I redeem points?
Log in using your Frequent Flyer number and password, complete the dates of travel and then select 'POINTS', and Find Flights to view how many points are required for your chosen flights/dates. For full information see the How to Redeem section. Please note redemption seats are subject to availability so may not always be available on your chosen flight even if normal fares are still available, booking redemption seats in advance is advisable.
I do not have enough Award Points to cover the cost of the flights I require, can I pay part by credit card or another means?
No. Award flights may only be purchased if you have sufficient points in your account.
Can I buy additional Award Points?
No, there is no facility to purchase extra Award Points at this times
Do I have to pay any additional charges?
Redemption points cover the cost of the fare, all taxes/charges and any other fees must be paid for by credit/debit card at the end of the booking. Credit card and debit card charges are applicable, there is no fee for payment by Electron card.
Is there a different redemption value for Children?
No, the value is the same as for adults.
Can I use my Award Points to pay for someone else who is not a member of my Household Account?
Yes, but you will need to book in your name and then call us immediately to change the name OR call us on 01481 267267 to make the booking for you.
Can I only book return flights?
You are able to book either one way or return flights. Redemption tickets can not be open dated.
Can redemption bookings be made through the Aurigny Reservation Department?
Yes, however there will be a booking fee (see Charges and Fees Summary), for one way or return journeys.
Can I earn points if I am travelling as part of a Group? (over 10 passengers)
Bookings made at a Group fare via the Aurigny Groups department are eligible for points at 80% of the regular rate. Please ask the travel booker to supply your Frequent Flyer number along with the names list. You may also add your number retrospectively (up to 6 months provided you were a member at time of travel) by emailing your booking reference and membership number/name to [email protected].
Changes and Cancellations to Award Points
How do I make changes to my booking paid for by redemption points?
All changes must be made by contacting Aurigny’s Reservations Department on +44 1481 267267. All changes are subject to capacity limitations and an administration fee per person will be charged for each sector. For current fee levels see the Fees Section in FAQs or click here.
If the flight you are changing to requires a lower number of points than the one you are changing from, there will be no refund of the difference in fares. Equally if the taxes and charges on the flight you are changing to are lower than the flight you are changing from, there will be no refund of the difference in taxes and charges.
If the flight you are changing to has no tickets available for points you may choose to upgrade to a regular ticket, and your points used for the original ticket will be recredited to you. You will be required to pay the full fare of the new ticket less any taxes/charges already paid for on the original ticket. Normal change of booking fee also applies.
The Primary Member of a Household Account is the only person authorised to make changes. It must be this person who contacts Aurigny. When calling, please make sure you have your frequent flyer membership number available.
What do I do if I need to change the name?
Name changes are permitted up to 2 hours prior to the scheduled departure time of the first flight in a booking.
A fee is payable, for current fee levels see the Fees Section in FAQs or click here.
Do I get my Award Points refunded if I cancel a flight Booking?
Award Points are non-refundable, however, any taxes paid will be refunded upon written request to Aurigny Customer Services and subject to an administration charge. For current fee levels see the Fees Section in FAQs or click here .
Are my Award Points refundable if Aurigny cancels my booking?
In the event of a flight being cancelled by Aurigny, Award Points used to purchase a ticket for that flight, flight will be credited back to the Member’s Account. Except if the member has been re-accommodated onto another flight or with another airline/ferry carrier in which case points are not re-credited.
Are my Award Points worth cash?
Awards Points are not redeemable for cash.
Please do not forget to logout of your Frequent Flyer account when you have finished, especially if using a public or shared computer.
Who do I contact if I am having problems opening a Frequent Flyer Account?
Email us on [email protected]. Please provide your address details, a day time phone number and we will set up your account and email you back. Due to the high number of people joining, we may not get back to you straight away.
Who do I contact if I have misplaced my Frequent Flyer Account details?
Please contact our frequent flyer team ([email protected]) Monday to Friday between 0800 and 1700 from the email address used to create the account and supply at least 2 other unique identifiers - such as Date of Birth/PostCode/Name of other family member etc. if you have forgotten your account number.
For more information relating to Aurigny’s Frequent Flyer Programme, please see the Frequent Flyer Terms and Conditions:
Terms and Conditions of Membership
|Effective from 26 April 2010
1. DEFINITIONS AND INTERPRETATION
1.1. In these Terms and Conditions unless the context expressly states otherwise:
"Aurigny" means Aurigny Air Services Limited;
"Aurigny Customer Services" means Aurigny Air Services Limited, States Airport, La Planque Lane, Forest, Guernsey GY8 OTD, Channel Islands, or by email at [email protected] or by telephone on (0)1481 266465
"Aurigny Frequent Flyer Department" means Aurigny central reservations office, States Airport , Alderney, GY9 3AJ , Channel Islands , or by email at [email protected] or by telephone on (0)1481 822128;
"Awards" means any flight ticket issued or other goods or services supplied by or on behalf of Aurigny upon redemption by a Member of an appropriate part of the Member's Award Points;
"Award Points" means the credits denominated as award points earned by a Member and credited to a Member's Account;
"Data" means data personal to a Member;
"Fraud" includes fraud, dishonesty and deceit and in particular, but not limited to:
· knowingly supplying, including at the time of booking, incorrect information to accrue Award Points;
· attempting to accrue Award Points for Sectors which have not been flown or are not eligible for Award Points;
· altering documents to procure Award Points;
· attempting to accrue Award Points for Sectors flown by any person other than the Member save as provided herein;
· using or attempting to use stolen or counterfeit tickets on Aurigny or airline partners' services;
· attempting to accrue Award Points more than once for the same Sector;
· selling, bartering and/or purchasing Award Points or Awards including attempting to sell or transfer Award Points or Awards by means of internet based sales or auctions; or
· knowingly benefiting from the fraud or Misconduct of another Member or individual;
"Frequent Flyer Pages" means the frequent flyer pages, as amended from time to time, available online at www.aurigny.com;
"General Conditions of Carriage for Passengers and Baggage" means the conditions of carriage available online at www.aurigny.com;
"Frequent Flyer" means the Aurigny Frequent Flyer programme;
"Household Account" means the account established by Aurigny which enables up to seven members of a family to combine to earn Award Points and redeem all or part of such Award Points for Awards;
"Household Member" means a family member whose name is added to a Household Account;
"Loss" means losses, costs, damages, injuries, accidents, delays or claims (whether direct or indirect) suffered by Members in connection with the provision of Services or Awards;
"Marketing Partners" means Service Partners, and any company selected by Aurigny to offer Services to Members;
"Member" means a person who is a member of Frequent Flyer;
"Member's Account" means the account established by Aurigny which enables a Member to accumulate Award Points.
"Membership" means membership of Frequent Flyer;
"Membership Number" means the number specifically attributed by Aurigny to the Member's Account upon acceptance of Membership;
"Misconduct" includes but is not limited to:
· failure to comply with these Terms and Conditions or the terms and conditions of a Service; or
· attempting to obtain Award Points by Fraud; or
· misusing the Services; or
· misconduct on board an Aurigny flight or while checking-in; or
· misconduct in dealing with Aurigny's staff or the staff of any Service Partner; or
· failure to comply with Aurigny's General Conditions of Carriage for Passengers and Baggage and any other applicable rules and regulations.
"Primary Member" means a Member designated as the primary Member of a Household Account pursuant to clause 12.5.2;
"Processing" and "Processed" includes obtaining, updating, using, recording and holding in electronic or any other form;
"Sector" means a single eligible flight sector between two destinations;
"Services" means for the time being the Awards but also services, benefits and facilities which may from time to time be available to Members whether provided by Aurigny or any of the Service Partners;
"Service Partners" means partners and companies such as financial and insurance institutions, hotels and car hire companies who provide Services to Members by reason of their Membership;
"Terms and Conditions" means the Frequent Flyer terms and conditions of Membership as contained herein and as amended from time to time;
"www.aurigny.com" means the Aurigny website at the internet address http://www.aurigny.com;
"Year" means the period of 12 months from the date of Membership registration and each 12 month period thereafter.
"you" or "your" mean the person(s) whose name is on the Member Account or the Household Account.
1.2 In these Terms and Conditions unless the contrary intention appears:
1.2.1 references to one gender shall include each other gender and words denoting the singular shall include the plural and vice-versa;
1.2.2 headings to clauses are for convenience only and do not affect the interpretation of these Terms and Conditions.
2. MEMBERSHIP AGREEMENT
These Terms and Conditions set out the contractual relationship between Aurigny and each individual Member of Frequent Flyer. These Terms and Conditions are important and affect your rights as a Member of Frequent Flyer. Aurigny draws your attention in particular to Clauses 18 to 21 hereunder regarding changes that may be made to Frequent Flyer, including those relating to the earning and redemption of Award Points and termination of Frequent Flyer.
You must read both these Terms and Conditions and the Frequent Flyer Pages carefully before first quoting your Membership Number to Aurigny or a Service Partner. If you have any questions, please telephone Aurigny Frequent Flyer Department.
These Terms and Conditions of Membership contain some exclusions and limitations of liability.
3.1 By becoming a Member you accept these Terms and Conditions and agree to be bound by all of them and the information on the Frequent Flyer Pages.
3.2 Membership is open to residents of the Channel Islands, United Kingdom and France who are 18 years of age or over (save as a minor nominated as part of a Household Account).
3.3 Aurigny reserves its discretion to refuse Membership to companies, partnerships, unincorporated associations, government institutions or similar entities.
3.4 The person named on the Member's Account is the only person entitled to use the Member's Account for any reason whatsoever. Membership is not transferable.
3.5 Only one enrolment per individual will be accepted for Membership of the Frequent Flyer programme, however an individual member may also be a member of a corporate scheme. Members may only hold one Membership Number at any one time.
3.6 To apply for Membership an individual must apply online at www.aurigny.com. Membership applications must state the applicant's full name and preferred email address for correspondence. The preferred email address determines the applicability of any local rules or restrictions relating to the Services and eligibility for local promotions or the Services. Members cannot state more than one preferred email address.
3.7 Aurigny reserves the right, without giving reason, at its sole discretion to rescind or refuse Membership.
3.8 Applicants accepted as Members will be given a Membership Number. Multiple Membership applications are not permitted and each Member must maintain only one Member's Account. In the case of duplication of Membership, all Memberships (other than the first Membership approved by Aurigny) will be cancelled as will any duplicate Award Points.
3.9 Applicants accepted as Members will be admitted to Membership on the date they register online at www.aurigny.com and will be deemed to have accepted these Terms and Conditions.
3.10 Each Member must give Aurigny immediate written notice of any changes of name or preferred email address and, if requested by Aurigny, written proof of any such changes. These changes can also be made by the Member online at www.aurigny.com.
3.11 Correspondence will be sent to the Member's last preferred email address or provided on application or in accordance with Clause 3.10 and will be deemed to have been received by the Member if e-mailed to that address. Aurigny reserves the right to provide information, including changes to the Frequent Flyer programme, only to active Members. An active Member is a Member who has earned or redeemed Award Points within the previous 2 Years.
3.12 Aurigny will not be responsible for late, lost or misdirected mail.
4. PROTECTION OF DATA
4.1 The Data which is Processed by Aurigny in connection with Members may include:
4.1.1 Membership Data (such as Award Points accumulated or redeemed) and Data concerning membership of other frequent flyer programmes;
4.1.2 Data about travel booked or undertaken by the Member including Data identifying any company or organisation booking travel for the Member;
4.1.3 Any Data supplied by the Member;
4.1.4 Data collected when the Member is provided with Services; and
4.1.5 Data collected when the Member is otherwise in contact with Aurigny or a Service Partner (such as Data about the use of www.aurigny.com).
4.2 The sources of the Data Processed by Aurigny in connection with Members may include Service Partners, Marketing Partners, purchasers of travel booked for or undertaken by the Member, travel agents, computer reservations systems, data processors, agents and contractors and other airlines. Aurigny may link together Data obtained from a number of sources or combine Data with data held on other databases in order to differentiate between categories of Members for any of the purposes listed in 4.4 below.
4.3 By becoming a Member and taking advantage of any of the Services, benefits or facilities offered under the Frequent Flyer programme, Members consent to:
4.3.1 Aurigny creating, maintaining and updating a database of Data on that Member; and
4.3.2 their Data being supplied to Service Partners, Marketing Partners, other airlines, data processors, agents and contractors, and immigration and customs authorities including their respective employees, agents and contractors; and
4.3.3 the Data being used for the purposes described in clause 4.4.
4.4 The purposes for which Data may be Processed by Aurigny or by a recipient of Data under clause 4.3.3 include:
4.4.1 providing Services to Members;
4.4.2 making changes to Services and developing new Services;
4.4.3 providing and enhancing customer service on Aurigny flights;
4.4.4 accounting and audit, safety and security, fraud prevention and
investigation, and systems testing, development and maintenance;
4.4.5 the management and administration of the Frequent Flyer programme;
4.4.6 customer relations, service recovery and assisting Aurigny and
Service Partners in future dealings with Members;
4.4.7 credit checking and credit scoring where permitted;
4.4.8 immigration and customs control;
4.4.9 customer profiling and other marketing and market research analysis;
4.4.1. (by or on behalf of Aurigny) communicating to Members information about Frequent Flyer, including information about Frequent Flyer Services, benefits and/or facilities, using any contact details provided;
4.4.11 (by or on behalf of Aurigny or Marketing Partners) communicating to Members about other products, services, benefits or facilities offered by Aurigny, Marketing Partners or other carefully selected companies, using any contact details provided;
4.4.12 conducting market research; and
4.4.13 any other purpose which is obvious and is communicated to the Member beforehand.
4.5 Consent to receive marketing and market research communications under 4.4.11 and 4.4.12 is requested at the time of enrolment and may be given by the Member subsequently. Where consent is given it may be withdrawn by the Member writing to Aurigny Customer Services or by any other means for withdrawing consent made available by Aurigny from time to time.
4.6 Before any Data relating to a Member is disclosed to a Member by Aurigny, the Member may be asked security questions which may require him/her to confirm his/her identity by providing information held by Aurigny about that Member.
4.7 Aurigny may disclose Data relating to a Member to a third person who has been nominated in writing by the Member to Aurigny in advance. Members are responsible for the security of their online log-ins and passwords and Aurigny shall have no liability in the event that a Member's log-in and/or password is disclosed by the Member, whether intentionally or not, so as to allow a third person online access to the Data and to make any transactions. Aurigny reserves the right to block online access to Data by or through any third party website not authorised by Aurigny.
4.8 Consent under clause 4.3 will be deemed to continue until a Member writes to Aurigny Customer Services to withdraw consent. Withdrawal of consent may mean that certain Services, benefits and facilities may no longer be provided to the Member, and will also entitle Aurigny to terminate their Membership.
4.9 Notwithstanding clause 12.1, this clause 4 shall apply equally to Members and Household Members.
5. SERVICES PROVIDED BY SERVICE PARTNERS
5.1 Some of the Services offered to Frequent Flyer Members are provided by Service Partners over which Aurigny has no direct control. Aurigny will use its reasonable endeavours to ensure that the Services expressed or advertised as being available to Frequent Flyer Members will be available, but cannot guarantee or warrant such Services in any way whatsoever. Aurigny will not be liable for any Loss.
5.2 The provision of Services from Service Partners is conditional on Members stating their full name and Membership Number when booking the Service and, where appropriate providing additional information if required to do so by the Service Partner.
5.3 Where a Member uses Services which are not provided by Aurigny, the Service Partner's terms and conditions relating to such Services will apply including those terms and conditions relating to bookings, ticketing, passports and all other matters.
5.4 Aurigny may discontinue relationships with Service Partners at any time and will give Members such written notice of any discontinuance as is reasonably practical in the circumstances.
6. MEMBERS ELIGIBLE FOR AWARD POINTS
6.1 To earn Award Points, Members must login and use their name and Membership Number at the time of booking and when using Aurigny or Service Partners. If booking via a Travel Agent a member must quote their FFP number at the time of booking.
6.2 Award Points shall be awarded to each Member only when quoting their Membership Number and, if required upon presentation of proof of identity at check-in. Award Points will not be awarded for flights paid for by using Award Points.
6.3 Members are not entitled to Award Points if they have given incomplete information when booking.
6.4 Each Member has a responsibility to check that Award Points have been properly credited. This can be checked online at www.aurigny.com under the "My Points" section.
7. FLIGHTS ELIGIBLE FOR AWARD POINTS
7.1 Award Points can be earned for travel using eligible fares on Aurigny scheduled service flights.
7.2 Aurigny may, from time to time, determine the criteria for earning Award Points, which may include:
7.2.1 eligible Sectors; or
7.2.2 eligible fares and booking classes.
7.3 Aurigny Breaks, Industry discount tickets, Agent discount tickets, Inclusive Tour Fares and Corporate Rates are NOT eligible to earn Award Points. Travels taken on redemption tickets (including, but not limited to Awards) are not eligible to accrue further Award Points.
7.4 Infant fares are not eligible to earn Award Points.
8. EARNING AWARD POINTS
8.1 Award Points will be earned according to the travel booked, paid for and ticketed. The Member must, except in the case of re-routing under clause 8.5 below, actually travel on the Sector to qualify for Award Points.
8.2 Award Points can only be accumulated by a Member in respect of that Member's seat, regardless of the number of seats purchased by that Member. Award Points will be credited only to the Member who has travelled on the flight on the relevant Sector and not to any third party.
8.3 Award Points earned will automatically expire on the date falling 24 months after they were earned, unless they are redeemed before that date.
8.4 If a Member has not earned or redeemed Award Points for 24 consecutive months, all Award Points that have accrued to that date will expire automatically without further notice.
8.5 Further details of how Award Points are earned can be found online at www.aurigny.com.
8.6 Where a Member is involuntarily re-routed by Aurigny onto another carrier, and the original flight on which the Member was booked would have qualified for Award Points, the Member may still claim such Award Points online at www.aurigny.com. Aurigny will endeavour to credit the Member's Account with the appropriate Award Points however it may be necessary for details of the Member's itinerary, including the retained segment of the original boarding pass and/or copies of passenger ticket receipts to be sent to Aurigny Frequent Flyer Department in order to claim any Award Points.
8.7 Award Points in relation to any flight will be tracked and credited to only one Member's Account.
8.8 Aurigny will record Award Points in the Member's Account within 5 working days of completing the flight or of receipt by Aurigny Frequent Flyer Department of proof of travel. Award Points cannot be redeemed until Aurigny has recorded them in the Member's Account.
8.9 Award Points which are not tracked automatically at the time of travel may be credited later at Aurigny's discretion. Members may claim Award Points after completion of their travel by emailing Aurigny Frequent Flyer Department provided that the Member was enrolled in Frequent Flyer at the time of travel and the claim is made within 6 months of the date of travel or the relevant transaction.
8.10 In case of dispute about entitlement to Award Points, Aurigny reserves the right to require proof of travel on Aurigny flights and/or on the relevant Sector including, but not limited to, the retained segment of the original boarding pass together with copies of passenger ticket receipts for Aurigny flights and/or the Sector claimed to have been flown, original hotel receipts or car rental agreements. Such claims will not be considered beyond 6 months from the date of travel. Aurigny's decision shall be final.
8.11 Members may be entitled to receive benefits, facilities and Award Points from Service Partners provided they quote their Membership Number when making a booking. In some cases a Member may be required to enrol in the loyalty programme of a Service Partner and convert the Service Partner's loyalty credits into Award Points at the Member's option. Where a Member must elect whether to earn Award Points or the Service Partner's loyalty credits, the Member will not be permitted to re-elect at a later date.
8.12 Failure to give the Membership Number may result in earned Award Points not being credited to the Member's Account and the Member not receiving certain Services.
9. REDEEMING AWARD POINTS
9.1 Redemption flights may be issued to any name requested and mailed only to the preferred email address of the Member. Awards for travel on Aurigny flights are subject to the General Conditions of Carriage for Passengers and Baggage.
9.2 Requests and bookings relating to Awards may only be made online at www.aurigny.com. Bookings of Awards can only be requested by the Member who holds the Member's Account. Members should allow between 14 to 21 working days for requests to Service Partners to be processed.
9.3 Open tickets cannot be issued as Awards.
9.4 For return journeys, outbound and return flights must be booked at the same time. Travel to one destination from a point of origin and returning from another city to the same point of origin (or vice versa) is permitted.
9.5 Awards are available on seats and flights at the discretion of Aurigny. Please note redemption seats are subject to availability, booking redemption seats in advance is advisable.
9.6 Awards for travel will only be issued to and from destinations served by Aurigny and designated at the time the ticket is issued and also at the time the ticket is used. The most direct routing must be taken from origin to destination unless routing restrictions prevent this.
9.7 Members will be liable for all taxes and other charges associated with Award travel on Aurigny or other Service Partners including without limitation, airport departure tax, customs fines, immigration fees, airport charges, customer user fees, fuel surcharges, agricultural inspection fees, security and insurance surcharge or other incidental fees or taxes charged by any person or relevant authority or body. If required to do so, Aurigny will provide any relevant fiscal authorities with full details of any persons in receipt of Awards. Any liabilities that arise as a result of the submission of these details, or from a direct notification by a Member, shall be the personal liability of the Member concerned and shall not be borne or paid by Aurigny.
9.8 All Award travel must be completed within 12 months of the date of ticket issue.
10. CHANGES TO AWARDS
10.1 Flight bookings for Award travel on Aurigny may be changed by contacting Aurigny Frequent Flyer Department. All permitted changes are subject to capacity limitations, fare uplift if applicable and an administration fee per person (as specified at www.aurigny.com) will be charged for each sector.
10.2 Name changes are permitted up to 2 hours prior to the scheduled departure time for the first flight of the Award travel booking and subject to an administration charge per person (as specified at www.aurigny.com).
11. CANCELLATION OF AWARDS
11.1 Without prejudice to clause 11.3 below, where flights bookings for Award travel are cancelled, Award Points will not be re-credited to the Member's Account. However, any taxes paid will be refunded upon written request to Aurigny Customer Services and subject to an administration charge (as specified at www.aurigny.com).
11.2 Failure to utilise an Award flight i.e. "no show", may result in the airline's cancellation of any onward or return reservations. Aurigny does not accept any responsibility for denied boarding or "no show" and Award Points will not be re-credited in such cases.
11.3 In the event of a flight being cancelled by Aurigny for any reason and where the Member cannot be re-accommodated onto another airline carrier or ferry operator, Award Points redeemed towards such flight will be re-credited to the Member's Account.
11.4 No cash will be offered in lieu of unclaimed Award Points.
12. HOUSEHOLD ACCOUNTS
12.1 The following are additional terms and conditions that apply specifically to Household Accounts. If there is any conflict between the terms and conditions in this Clause 12 and any other clause herein, the terms and conditions contained in this clause 12 will prevail to the extent that such term or condition relates to, or regulates the operation of the Household Account.
12.2 Members can apply for a Household Account by completing the application process detailed online at www.aurigny.com.
12.3 A maximum of seven individuals are allowed per each Household Account. All the members of a Household Account must permanently reside at the same residential address. Subject to Clause 12.5.3 all the members of a Household Account must share the same surname. Subject to Clause 12.5.2 below, there is no age requirement to belong to a Household Account.
12.4 Only one Household Account per residence is permitted. Business addresses are not permitted for Household Accounts. Only permanent residential addresses are permitted for Household Accounts.
12.5 To create a Household Account:
12.5.1 the application process provided online at www.aurigny.com must be completed naming the relevant Household Members; and
12.5.2 a Primary Member must be designated in respect of the Household Account who must be 18 years of age or over and, in all cases, an existing Member of Frequent Flyer; and
12.5.3 if any Household Member has a surname different to that of the Primary Member, the Primary Member will be required to contact Aurigny Frequent Flyer Department by email to add such person on the Household Account.
12.6 The remaining Household Members included in the Household Account (other than the Primary Member) can either be existing Members of Frequent Flyer or new members. If they are new members, they will be able to use the Primary Member's Membership Number to record any Award Points. If they are existing Members, they will able to use either the Primary Member's Membership Number or their own Membership Number to record any Awards Points.
12.7 Only the Primary Member of the Household Account may submit a change of email address, details of the addition to and removal of any Household Members from such account or the dissolution of the account. This will change the email address on the Household Account and/or status of the account for all of the Household Members under that Household Account. The Primary Member can make such changes by using the process described online at www.aurigny.com or by email to Aurigny Frequent Flyer Department.
12.8 If the Primary Member dies or leaves Frequent Flyer, the remaining Household Members, who are over 18 years, must nominate one of themselves to be the new Primary Member of the Household Account. Failure to do so will result in the dissolution of the Household Account. The new Primary Member must satisfy the criteria in Clause 12.5.2 above. Details of the new Primary Member must be notified to Aurigny by emailing the Frequent Flyer Department.
12.9 Award Points will be tracked and recorded for each Household Member under the Primary Member's Membership Number by Aurigny. For the avoidance of doubt, infant fares do not earn Award Points.
12.10 The Primary Member can redeem from the Household Account, regardless of who earned the Award Points, including without limitation, all or part of the total Award Points earned by the other Household Members. Each Household Member is solely responsible for discussing with other Household Members decisions concerning the use and redemption of Award Points under any Household Account as between Household Members. Aurigny bears no responsibility for any use/redemption of Awards properly made by a Household Member without the consent of the remaining Household Members.
12.11 When redemption is made Award Points will be taken from each Household Member's Award Points balance in proportion to the size of each Household Member's Award Points balance.
12.12 Parents or guardians may nominate persons under 18 years of age to be a Household Member for a Household Account and this will entitle them to earn Award Points.
12.13 If a Household Member dies, ceases to reside at the Household Account address or ceases to be a Member of the Aurigny Frequent Flyer, the unredeemed Award Points held by that person will be removed from the Household Account balance, provided that Aurigny Frequent Flyer Department has been notified accordingly.
12.14 Subject to Clause 12.12, Awards Points can only be issued by Aurigny to Household Members on the Household Account (and will not be issued to persons that are not members of such an account), as designated/nominated by the Primary Member at the time of issuance or in accordance with clause 12.7, after which Awards may not be transferred or reissued to a different name.
13.1 From time to time, Aurigny may offer special promotional rates for Award Points and/or Award bookings and such accruals and/or bookings will be subject to the specific terms and conditions published with each such offer and which take precedence over these Terms and Conditions. Unless otherwise permitted by Aurigny, Awards (including special promotional Awards) may not be used in conjunction with other awards, promotions, coupons, discounts or special offers.
13.2 Other than as provided for herein, Awards are not redeemable for cash, refundable or exchangeable for any other tickets or anything else and may be confiscated in such circumstances. At no time may Awards be purchased by, sold to, bartered or otherwise transferred to other persons.
13.3 It is the Member's responsibility to ensure that they and everyone with whom they are travelling or any third party in whose name an Award has been issued:
13.3.1 have checked the relevant entry requirements for any country being visited; and
13.3.2 have the correct passports, visas, health certificates and other travel documents needed for the journey.
PROVIDED FOR THE AVOIDANCE OF DOUBT THAT Members, travel companions or third parties in whose name an Award has been issued may be denied boarding if their documents are not in order. Aurigny shall not be liable for any Loss suffered by a Member and/or traveller as a result of their failure to arrange the above.
13.4 Aurigny reserves the right to audit a Member's Account and records without notice to the Member to check for compliance with these Terms and Conditions, the General Conditions of Carriage for Passengers and Baggage and any other applicable rules, regulations or terms and conditions. During an audit a Member may be unable to make Award bookings.
13.5 Aurigny reserves its discretion to refuse Membership of the Frequent Flyer to any employee of Aurigny or any other airline and their families, or anyone connected with the Frequent Flyer programme. Aurigny may from time to time publish specific rules for this category of Members, which rules will form part of these Terms and Conditions in respect of such Members. For the avoidance of doubt, bookings made by any employee of Aurigny or their families with a staff discount are not eligible to accrue Award Points.
13.6 Any provision of these Terms and Conditions declared void or unenforceable by any competent authority or court shall to the extent of such invalidity or unenforceability be deemed severable and shall not affect the other provisions remaining which shall continue unaffected.
13.7 No employee or agent of Aurigny has the authority to vary these Terms and Conditions orally.
13.8 Aurigny shall not be liable for any misrepresentations made on its behalf prior to your entry into these Terms and Conditions.
13.9 No waiver of any breach of any provision herein shall constitute a waiver of any subsequent breach of any sort and no time or indulgence granted by one party to the other shall affect the strict rights of the party giving such time or indulgence.
14. OWNERSHIP OF AWARD POINTS
14.1 Award Points and all rights of title to and property in such Award Points, remains with Aurigny at all times and never passes to the Member.
14.2 Award Points do not create proprietary rights or interest and cannot be transferred, or otherwise disposed of as part of an estate and may not be pooled or combined save as provided herein.
14.3 Risks (for example, theft or unauthorised or fraudulent redemption) associated with Award Points passes to the Member as soon as Award Points are recorded on the Member's Account, or otherwise awarded to the Member. Aurigny is not liable for unauthorised or fraudulent redemptions arising due to the actions of the Member or the failure by the Member to adhere to the Terms and Conditions.
15. NON TRANSFERABILITY OF AWARD POINTS
15.1 Except as otherwise provided by Aurigny and communicated to the Member, Award Points are not transferable in any way (whether from person to person, account to account, statement to statement or otherwise) and cannot be bequeathed, devised or otherwise transferred by operation of law.
15.2 Any purported purchase, sale, transfer, unauthorised use (including bartering), procurement or redemption of Award Points issued to another person or any other use of Award Points contrary to the Terms and Conditions will constitute a fundamental breach by the Member of the Terms and Conditions. It will also constitute a breach of the contract between Aurigny and the Member.
15.3 Each Member acknowledges that a breach pursuant to Clause 15.2 above may also constitute an inducement to breach the contract between Aurigny and the Member, intentional damage to the business of Aurigny, conspiracy and criminal offences under applicable local or national law. Any breach pursuant to Clause 15.2 will constitute Fraud and/or Misconduct and will be dealt with in accordance with Clause 17.1.
16. MEMBER'S RIGHT TO TERMINATE MEMBERSHIP
16.1 Members may terminate their Membership by emailing Aurigny Frequent Flyer Department stating that they no longer wish to be a Member. Any such termination will take effect within 5 working days of receipt by Aurigny Frequent Flyer of the notice of termination and will result in a loss of all Award Points.
16.2 Termination of Membership pursuant to clause 16.1 does not relieve the Member of any continuing obligations under the Terms and Conditions.
17. AURIGNY'S RIGHT TO TERMINATE MEMBERSHIP
17.1 In addition to any other rights or remedies it may have, Aurigny reserves the right at any time in its absolute discretion to terminate the Membership of any Member and/or the right of any Member to his/her Membership Number if a Member commits Fraud, Misconduct, is given a banning notice or withdraws their consent under Clause 4. Aurigny must email to such Member stating their Membership is being terminated for this reason. Aurigny may in its discretion suspend such termination and remove Award Points and/or request undertakings in respect of future conduct.
17.2 Membership will terminate automatically:
17.2.1 under clause 17.3 below when a Member has not earned or redeemed Award Points for 24 consecutive months; and
17.2.2 upon the death of a Member, Award Points accumulated but unused at the time of death shall be cancelled.
17.3 Members' Account for which no activity has been recorded with Aurigny, its Service Partners, or any redemption been made with the same parties and other promotional third parties, for a 24 month period, from the date of their last recorded activity on the Frequent Flyer database, shall be deemed dormant. If no claim is made on any residual Award Points on that Member's Account, Membership may be terminated after a further 12 months and all remaining Award Points forfeited. When the Membership is inactive the Member will not receive statements nor other Frequent Flyer emails.
17.4 In the case of Fraud and/or Misconduct, Aurigny may cancel all accrued and accruing Award Points of the Member and any Award tickets. Award Points shall be void if, in the opinion of Aurigny, they have been obtained fraudulently or in breach of these Terms and Conditions. In such cases Aurigny may require forfeiture of the Award Points.
17.5 Additionally to clause 17.4, a Member shall be liable to Aurigny for the full price of any travel undertaken on Award tickets, wholly or partly as a result of such Fraud and/or Misconduct, in accordance with the published fare applicable to such travel together with any reasonable costs, including legal fees, incurred by Aurigny.
18. TERMINATION OF THE FREQUENT FLYER AWARD POINTS PROGRAMME
18.1 Aurigny reserves the right in its absolute discretion, and upon giving reasonable notice, to terminate the Frequent Flyer Awards Programme.
18.2 Aurigny shall use every reasonable endeavour to publicise at least 3 months notice of such termination of the Award Points programme or a Member's right to earn or redeem Award Points issued by Aurigny.
18.3 This will not affect a Members entitlement to use other Services. Each Member acknowledges that at the end of the period of notice, a Member's right to earn Award Points will cease.
19. TERMINATION OF THE FREQUENT FLYER
19.1 Aurigny may terminate the Frequent Flyer scheme at any time but shall use every reasonable endeavour to give at least 3 months notice to Members. Each Member acknowledges that their right to use the Services (including the earning and redemption of Award Points) will cease at the date of termination.
19.2 Aurigny reserves the right in its absolute discretion, and upon giving reasonable notice, to terminate Membership of any Member should the Frequent Flyer cease to exist in any relevant geographic market.
20. MODIFICATION OR WITHDRAWAL OF FREQUENT FLYER SERVICES
20.1 Aurigny may modify, withdraw, amend or add to any Services or other offers or arrangements or impose any requirements or restrictions relating to the use of Services or Awards. Aurigny will give as much advance notice as practicable of such action to Members. Current information is set out online at www.aurigny.com.
20.2 Examples of the action which Aurigny might take under Clause 20.1 include withdrawing Services which Aurigny provides itself (such as enhanced check-in or baggage services), modifying the right to earn or redeem Award Points, the withdrawal of a Service provided by a Service Partner or the withdrawal of Awards. In addition, Service Partners reserve similar rights to withdraw, amend or add to Services or impose requirements or restrictions relating to them.
20.3 Members shall be deemed to have agreed to any modifications, withdrawal, amendment or addition to the Services or Awards or the Frequent Flyer Award Points programme pursuant to Clause 20.1 if, after Aurigny has notified them of the changes, they continue to quote their Membership Number to obtain Services. Members who do not wish to accept changes in the Services may terminate their Membership in the manner described in Clause 16.
21. VARIATION OF AWARD POINT CURRENCY
Aurigny may, from time to time, change the Award Points currency used by the Frequent Flyer either in whole or in relation to any country or region. Aurigny shall use every reasonable endeavour to give notice to Members of any such changes.
22. VARIATION OF THE TERMS AND CONDITIONS
22.1 Aurigny expressly reserves the right in its absolute discretion at all times to withdraw, cancel, vary in any way or change at any time any service, benefit or facility previously offered or expressed to be provided to Members, or to the Terms and Conditions upon which the same are so offered or provided and will not be liable for any resulting loss or damage howsoever occasioned subject to giving Members reasonable notice as appropriate in the circumstances. Members will be deemed to have accepted any change or variation if they continue to quote their Membership Number to obtain Services after such notice has been given. Members who do not accept the amendments may terminate their Membership as described in Clause 16.
22.2 All schedules and timetables are approximate and may be subject to alteration or cancellation for operational or other reasons.
23. EXCLUSION OF LIABILITY
23.1 Aurigny will not be liable for any Loss resulting from alteration to, or termination of the Frequent Flyer programme or the right to earn or redeem Award Points or any of the Services, except for Loss caused by its own negligence or wilful misconduct.
23.2 Aurigny will not be liable for any Loss if, by reason of local legal or regulatory prohibitions or restrictions, the Frequent Flyer or the whole or any part of the Services cannot be made available in certain countries or to certain Members.
23.3 The limitations and exclusions of liability referred to in the General Conditions of Carriage for Passengers and Baggage will apply in relation to travel on the services of Aurigny including Award travel.
23.4 Aurigny accepts no responsibility or liability in respect of Loss or any other incidental matter in relation to any travel or other arrangements, except for death or personal injury caused by its negligence.
23.5 Aurigny accepts no responsibility for advance flight bookings made for travel on routes which are subsequently withdrawn from service, except to the extent that Award Points will be re-credited.
24. MEMBER'S TAX LIABILITIES
24.1 Aurigny makes no representations as to any income, use, excise or other tax liability of Members as a result of their Frequent Flyer Membership. Such a tax liability may arise, for example, if a Member obtains Award Points and/or Awards as a result of business expenditure. Members are advised to check with their accountant or tax adviser for further information.
24.2 The Member is solely responsible for any tax liability incurred as a result of Membership.
24.3 Whenever the Member uses his/her Membership Number to obtain or utilise any of the Frequent Flyer Services, benefits, facilities or arrangements, the Member will be personally liable for any and all costs, claims, charges or liabilities arising from such use.
25. CUSTOMER SERVICE
Aurigny and Service Partners are constantly trying to improve the Services it provides to its Members. Any Member with concerns or complaints should contact Aurigny Customer Services. Aurigny may occasionally monitor telephone calls from Members to the service centre to maintain and enhance its service to Members.
26. GOVERNING LAW AND JURISDICTION
26.1 These Terms and Conditions shall be governed by and construed in accordance with Guernsey law.
26.2 Aurigny and each Member submit to the non-exclusive jurisdiction of the Guernsey courts to resolve any disputes that may arise out of them.