Heathrow Airport review: Heathrow rewards

Subject: Request for Reinstatement of Expired Heathrow Rewards Points

Dear Heathrow Rewards Team,

I am writing to express my deep disappointment after discovering that my 22,670 Heathrow Rewards points have expired.
In August, while travelling through Terminal 5, I spoke with one of your customer service representatives to clarify the expiry date of my points and how to convert them into Avios. She kindly provided me with a phone number to call for further assistance. A few weeks later, I called that number and spoke with another representative who explained the conversion process — but at no stage was I advised that my points were close to expiring.
To find that my entire balance has now been removed was both shocking and frustrating. I made every effort to understand how to manage my account responsibly and relied on information provided by Heathrow’s own staff. It feels very unfair to lose my points due to a lack of clear communication and accurate advice.
Furthermore, I believe it would be reasonable and fair for Heathrow Rewards to send members an email reminder prior to points expiry. A simple notification could have allowed me (and others) to redeem or convert points in time. Many other loyalty programmes offer this courtesy, and it makes a huge difference to customer trust and satisfaction.
I therefore kindly but firmly request that my 22,670 points be reinstated as a gesture of goodwill. I have always valued Heathrow’s excellent service and hope this situation can be resolved quickly and fairly.
If this cannot be resolved directly, I would feel obliged to escalate my concern to the Customer Relations Department and, if necessary, to consumer protection bodies. I sincerely hope it does not come to that, as I would much prefer to remain a happy and loyal Heathrow Rewards member.
Thank you for your time and understanding. I look forward to your reply.
Kind regards,
N.Atala
Heathrow Rewards ID: [protected]