British Airways Changes Loyalty Program, Customers Are Unhappy

• British Airways is overhauling its loyalty program to reward spending instead of miles flown.
• It will offer more chances to get points while making status harder to achieve for leisure travelers.
• Customers took to social media to express their frustration with the new earning system.

British Airways is overhauling its loyalty program, shifting earning potential to be based on customer spending instead of miles flown.

Starting in April 2025, customers will earn one “Tier Point” for every eligible $1.25 (£1) spent. Eligible spending includes the fare and other carrier-imposed charges but excludes money spent on taxes and fees.

Also new in 2025, customers can earn points via spending on their cobranded credit card, British Airways’ vacation packages, and seat and bag charges.

This will mark the launch of the airline’s rebranded British Airways Club, where members can access their rewards.

The thresholds for Tier Points are 3,500 for bronze, 7,500 for silver, and 20,000 for gold, with points accrued between April 1 and March 31 of each year.

British Airways Chief Commercial Officer Colm Lacy said in a press release the airline believes the new setup “better rewards [members’] loyalty and reflects their changing travel needs,” adding that the adjustments were made based on member feedback.

This replaces the existing loyalty system, which lets customers earn points based on miles flown.

Currently, bronze requires 300 points plus two flights or 25 paid flights, silver requires 600 points plus four flights or 50 paid flights, and gold requires 1,500 points plus four flights.

The gap between the new silver and gold tiers will effectively make it much more difficult for leisure travelers — who typically fly economy — to earn high status and the perks that come with it, like first and business lounge access and upgrade vouchers.

Previously, more price-sensitive travelers who wanted to participate in British Airways’ loyalty program could secure cheaper tickets and still earn well for flights.

The move to rewarding spending instead of miles is not new.

In 2023, Delta Air Lines received backlash when it adjusted its loyalty program to depend on cash spent, making earning status — and the lounge access and other perks that come with it — more expensive.

Customers are unhappy with the changes

Many customers took to social media to express their frustration with the new program.

Many said the spending requirements will make it more difficult to earn British Airways loyalty status, and they will spend their money elsewhere.

“As a loyal flyer and long time Gold Card holder it’s safe to say I’ll be voting with my feet and taking my loyalty to somewhere it will be more appreciated,” one said on X.

Another said he was a first-year “Gold Guest List” member — a special level within the gold tier for very frequent flyers — and that he will be “status-matching and moving on.”

Britsh Airways’ Gold Guest members receive more exclusive perks, but under the new system, the tier will require at least 65,000 points a year (with at least 52,000 earned via holiday packages or eligible British Airways flights and add-ons).

Previously, it required 5,000 points.

Tom Boon, managing editor at aviation website Simple Flying, told Business Insider that the new program is “basically unattainable for normal travelers” now.

He said that based on his last booking fare, which BI viewed, he would need to take 87.5 roundtrip flights on his regular London to Frankfurt route to earn bronze under the new system.

Previously, he could fly the roundtrip route about once a month, or about three and a half times less, to secure bronze.

British Airways told BI that the new and old systems aren’t comparable because the new earning system is calculated differently with more ways to earn.