Customer Questions and Answers
Flybe has announced the launch of its new Frequent Flyer Programme – Rewards4all.
Obviously Flybe customers and existing Passport to Freedom members will have a number of questions about the new scheme and we aim to address these in the section below. If you have a query that is not addressed please contact our Customer call centre team who will be happy to help.
Membership
1. How do people apply for the scheme?
Applications can only be made via www.flybe.com by registering for a customer account. Please click here for more details on how to sign up.
2. Is there an age limit?
Yes, you have to be 18 years or older
3. Is it an individual or corporate scheme?
It is an individual scheme, corporations and other entities cannot register to pool points as companies.
4. Are people allowed more than one account?
No people will be limited to one account
5. Is there an expiry date?
Rewards4all does not have an expiry date for any points collected
Earning Points
6. How many points will an Economy passenger earn?
Economy passengers will earn 1 point per single journey and 2 points for a return journey
7. How many points will an Economy Plus passenger earn?
Economy Plus passengers will earn 2 points per single journey and 4 points for a return journey
8. Are there any ticket types that do not allow earning of points?
If you are travelling on a prize-winner, complimentary, staff or family firm booking you cannot earn points.
9. Can I collect points for my children’s flights?
If your child is between 2-18years and you have made the booking and travelled with them on the same flight you will be able to claim their points.
10. If I am a member and book a ticket for someone else, can I claim points for their travel?
No only the person who travels can claim points for their journey
11. If I want to redeem my points for a flight but I don’t have enough points can I use points from someone else’s account?
No, points cannot be pooled or combined with other member’s points
12. Will I get points if I make my bookings through a travel agent or another channel?
Yes, you will still get your points, you will need to access your Rewards4all account once you have flown and enter your booking reference to claim the points retrospectively for the flight.
13. Is there a time limit to claim past flights?
Yes, points can only be earned retrospectively up to 3 months after the flight has flown
14. When will my points appear in my account?
Your points will be credited automatically once you have flown, if you book through a travel agent or another channel you will need to log-in to your account once you have flown with your booking reference and retrospectively claim the points.
Redeeming Points
15. What redemptions will Rewards4all offer?
The redemptions will be Flybe flights and executive lounge access
16. How many points do I have to earn in order to redeem them?
The redemption break down is as follows
16 Reward Points – 1 return UK Economy flight
20 Reward Points – 1 year’s executive lounge access
22 Reward Points – 1 return UK Economy Plus flight
24 Reward Points - 1 return European Economy flight
30 Reward Points - 1 return European Economy Plus flight
17. If I redeem my points for flights, are they completely free?
The points will cover the cost of the fare however government taxes & airport charges, and ancillary items will need to be paid by the customer.
18. Is there a different redemption value for children?
The value is the same as an adult.
19. Is there a different redemption value for infants?
Infants travel for zero points but will still have to pay the applicable taxes and charges as with standard fares
20. Does it have to be a return flight?
Yes, only returns are valid for flight redemptions one-ways cannot be booked using Rewards4all points
21. Can I book flights for someone other than myself?
Rewards4all members are able to book redemption flights for anyone they choose to.
22. Can I use my Rewards4all points to book an unaccompanied minor booking?
Yes members are able to use their points to make an unaccompanied minor booking; the unaccompanied minor fee of £32.00 per sector will still apply. This booking will need to be made via the customer call centre.
23. Can flight redemption bookings be made through the Call Centre?
No, members can only book redemption flight online using their Rewards4all account. The only exception to this rule is unaccompanied minor bookings.
24. If I am booking a Rewards4all flight is there an advanced purchase deadline?
No, as long as there is availability redemption flights can be booked at any time even on the day of travel up to 2 hours prior to departure.
25. Are there any embargo periods?
There are no embargo periods for flight redemptions, however all flights are subject to availability and if you are planning to book in peak travel times (bank holidays, school holidays, major sporting events etc) Flybe recommends booking early and being flexible with your dates.
26. If I redeem my points for a Rewards4all Premier card, how will it work?
If you choose the lounge access option you will receive an airport executive lounge access card, which you will need to take with you when you travel and show the check-in staff.
27. How long will the Rewards4all Premier card will be valid for?
The card will be valid for 12 months from the date of redemption.
28. After the card has expired, how do I renew it?
You will need to log in to your Rewards4all account and redeem another 20 points for another Premier card.
29. If I redeem my points for a years executive lounge access will I be able to use it in all of the destinations Flybe serve?
Currently not all destinations have a Flybe lounge; we currently have lounges at Belfast City, Birmingham, Guernsey, Jersey, London Gatwick, Southampton, Inverness, Manchester and after September Edinburgh, Glasgow and Exeter.
30. Can I redeem a years executive lounge access for someone else?
Only the Rewards4all member can redeem a Premier card for their own use.
Changes and Cancellations
31. How do I make changes to my redemption booking?
All changes are made through the Customer Call Centre contact details & opening hours are
Dialling from the UK – 0871 522 6100
Dialling from outside the UK – 00 44 1392 268529
Monday to Friday – 08:00 to 20:00
Saturday – 08:00 to 16:00
Sunday – 10:00 to 18:00
Bank Holiday Mondays use Sunday opening hours.
32. If I make a flight redemption booking and need to change it, what do I do?
Flights can be changed up to 2hours prior to the scheduled departure time of the flight the passenger is booked on or the flight the passenger wishes to change to using the following rules
Changes are permitted for a charge of £25.00 per passenger, per single flight sector plus any difference in points for the new flights, subject to Rewards4all seats being available. Please note if there is a change of route, there may be a difference in tax to be paid also.
UK & International Economy Plus Flights
Changes are permitted at no charge subject to Rewards4all seats being available. Please note if there is a change of route, there may be a difference in tax to be paid.
33. If I make a flight booking and need to change the name, can I do that?
Name changes are permitted up to 2hours prior to the scheduled departure time for a fee of £30.00 on completely unused tickets, subject to Rewards4all seats being available.
34. If I make a flight booking and need to cancel, will I get my points refunded?
Rewards4all points are non refundable. Taxes and charges are refundable on written request from our refunds department subject to an admin fee. Please note credit/debit card fees are non refundable.
35. Are my points refundable if Flybe cancels my booking?
In the event that any of our flying programme or operations are altered or cancelled, such reward flights will be reinstated to the account and taxes and charges refunded.
Passport to Freedom Members
36. What will happen to my Passport to Freedom membership?
Your membership will be void and you will need to register for Rewards4all by setting up a customer account.
37. How do I create a customer account?
All you need to do is create a customer account by registering from the log-in and registration box on the Flybe home page. Once you have registered for your account. Flybe will send you an email confirming your password to allow you to log into your account.
38. Can I transfer my Passport to Freedom points to my new Rewards4all account?
You are able to transfer your points, you will need to fill out the transfer form – click here to print and send it back to us along with your Passport to Freedom booklet before 31st October 2007.
39. What value will my points get?
For every 10 points that will earn 1 Reward point, which means you will retain the same value for your current balance.
40. How will I know when my points have been transferred?
Once your points have been transferred, we will send you an e-mail confirming your new Rewards4all balance.
41. Before I transfer my points can I redeem them against the passport to freedom redemptions?
Once Rewards4all is live the only valid redemptions will be Flybe flights and executive lounge access, the passport to freedom redemptions will no longer be valid.
Travel Agent
42. Will I need to input a Rewards4all membership number into customer’s future booking?
Rewards4all members will not have a membership number.
43. How will my customers gain points?
The customer will need to claim their Reward points after they’ve travelled by creating and logging into their account with their booking reference and filling in the claim form.
44. How long with they have to claim points?
Customers will have up to 3 months after the flight has flown to claim points
45. Will customers need the Flybe booking reference to claim?
Customers will be able to retrospectively claim points through their Rewards4all account using either the Flybe reference or the GDS (Amadeus, Worldspan, Galileo & Sabre) reference.
46. When booking customers flights do they need to be booked in specific classes for them to gain points?
All classes will enable the customer to earn points, please note all classes apart from R and W will earn the customer 1 point per sector, W&R will earn the customer 2 points per sector
47. How will customers redeem their points?
They will need to redeem via their customer account on www.flybe.com
