Courtesy of Coutts frequently asked questions

General

Registration

Earning Points

Redemptions

Statements

Fees

Account Closures

Can I cancel my participation in the Courtesy of Coutts programme?
How much notice do I need to give if I wish to cancel my participation in the Courtesy of Coutts programme?
If I request to cancel my participation in the Courtesy of Coutts programme, will I be able to keep my existing points?
If I request to close my card account, will I be able to keep and use my points?

Airmiles

General

What are the main benefits of Courtesy of Coutts?

Courtesy of Coutts allows you to collect points which you can then redeem for flights, hotels, car hire, wine and charitable donations.

It's easy – you can use points to cover extra costs like airport taxes and charges.
It's flexible – with some schemes there is limited seat availability when you want to travel. With Courtesy of Coutts, if a seat is available to book on ebookers or easyJet, it's available on Courtesy of Coutts – so you can get where you want, when you want.

Because ebookers are one of Europe's largest online travel agents, you have a very wide choice of carriers, departure and destination airports, packages and other travel offers.

You are also free to donate points to charity and make a difference to those in need.

Wine selections are refreshed on a quarterly basis and you may buy red/white/rose wine or mixed cases depending on the selection at the time.

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Do I need to have a UK address to join the scheme?

No, you do not need to have a UK address to join the scheme.

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Where can I find a copy of the Terms and Conditions of the Courtesy of Coutts programme?

Terms and Conditions are available on www.coutts.com/courtesyof . Alternatively you can call Coutts Card Services and request a copy to be sent to you.

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Registration

How can I register for Courtesy of Coutts?

New World and/or Gold cardholders are given the option to enrol at the time of application. Alternatively, please speak to your private banker or Coutts 24.

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How long after registration will I start earning points?

You will start earning points as soon as your registration has been processed which could take a few days.

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Earning Points

How can I collect points?

You will collect points whenever and wherever you use your registered World, Gold or eligible Business card for any purchases at any retailer.

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How many points will I earn for every pound I spend?

You will earn one point for every pound you spend on purchases.

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Can I earn points on balance transfers and cash advances etc.?

No, you will earn points when you use your card for purchases only.

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How are points earned abroad?

Purchases made in other currencies are converted into pounds and you will earn the equivalent of 1 point for every pound spent.

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How do I know how many points I have?

Your up-to-date points balance can be viewed by visiting www.coutts.com/courtesyof and logging in to the secure Courtesy of Coutts website.

Gold and World card holders will see their points balance on card statements one month in arrears.

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I have more than one credit/charge card – can I collect points on all of them?

Points can be collected on Coutts World, Gold and eligible Business Cards but you can opt to nominate one of your accounts as the ‘Primary' account. You will then collect Points on all purchases across both cards but your membership will be aligned to the Primary account. This means that all points collected will be shown on the statement of your nominated Card account. You can nominate your ‘Primary' account by speaking to Coutts 24.

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When a refund is made, are points deducted?

Points will be awarded to your account based on the transactions that appear on your monthly card statement. The number of points awarded will be adjusted if any refunds have been processed to your account.

Eg: Monthly card statement shows new transactions of £2450 and refunds of £50. The result will be 2400 points which will be added to your Courtesy of Coutts balance.

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Is there a cap on how many points I can earn?

No.

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What is one point worth?

Courtesy of Coutts points do not have a static cash value.

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Redemptions

What can I use my points for?

You can redeem your points for flights, hotel rooms and car hire through ebookers.com, flights on easyJet, wine provided by Lay & Wheeler or donate them to one of our carefully selected charities.

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To which charities can I donate my points?

You can donate your points to The Rainbow Children's Trust, The Alzheimer's Research Trust or The Woodland Trust.

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How do I redeem my points? (e.g. online, phone etc.)
As soon as you have built up a balance, you can redeem your points by calling Coutts Card Services on 0845 309 0045 or Commercial card services on 0845 300 8462.

You can also redeem your points for easyJet flights, travel through ebookers.com or wine at our website, www.coutts.com/courtesyof .

(Calls may be recorded. Maximum charge from a BT landline is 4p (0845) per minute. Calls from other networks may vary.)

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When will I be able to redeem my points online for charity?

We are currently developing this functionality.

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How many points do I need to fly to [Paris, New York, Sydney etc.]?

We do not have fixed points prices like some other loyalty schemes. Instead, our points prices reflect the price being offered by the airline at the time of a booking.

You can browse the Courtesy of Coutts website to view prices in points for flights, hotels or car hire on ebookers.com or to browse and book flights with easyJet.

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Why don't you have fixed points prices like Airmiles/BA Miles etc?

We don't have fixed points prices like some other loyalty schemes. Instead, our points prices reflect the price being offered by the airline at the time of a booking.

Air travel prices change regularly as they are driven by supply and demand. This is known as dynamic pricing and it enables our clients to benefit from sales and discounts that are available from time to time.

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I called up for a quotation yesterday and today the amount of points I have to redeem against my travel has increased. Why?

Travel prices change regularly as they are driven by supply and demand. There is never any guarantee that prices will remain the same. These changes are reflected in our points prices as our dynamic pricing system reflects the price being offered by the airline at the time of a booking.

Ebookers and easyJet will provide you alternative dates as an option if there is a better deal so that you have a choice.

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How can I get the best value from my points when booking flights?

Travel prices change regularly as they are driven by supply and demand. You can generally get the best value by:

Booking your flight well in advance
Flying mid-week rather than on a Friday or Saturday
Avoiding school and public holidays

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Are there plans to introduce other partners/facilities?

Yes. We will be introducing new partners/facilities in the future and will let you know what they are at that time.

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How long do I have to redeem my points?

Currently points have no expiry date whilst you are the holder of either a Coutts World, Gold or eligible Business card. However, Coutts reserves the right to expire your points if the card is unused for a period of five years. Please see Terms and Conditions for full details.

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What is the minimum amount of points required for a redemption?

There is no minimum amount of points required for a redemption, as long as your points are enough to book any redemption options available. You may donate as many points to charity as you wish, however the minimum charitable donation is 850 points.

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Can I part pay for a travel redemption with points and cash?

Redemptions can only be made with points and you will also be able to pay taxes and fees with points. Anything above the allocated points can be handled by making a separate booking and paying by an alternative method of payment.

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If I need to cancel my booking/purchase will I get a full refund?

Dependent on the cancellation conditions of that particular booking, you may be entitled to a full or part refund, which will be processed in the normal way as per the redemption company's terms and conditions. Any refunds will be made in the currency used to make the original booking, i.e. points will be refunded if the original booking was paid using points.

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If I want to upgrade my travel booking and I have used my full points allocation, can I do this?

You will not be able to do this once the booking has been processed.

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Can I make a reservation using my points for someone else travelling besides me?

Yes, you can.

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Can my husband/wife/son/daughter/mother/father and I combine our points to go on holiday?

On an ad-hoc basis, points can be gifted to immediate family members who are also members of Courtesy of Coutts.

To do this, the person giving the points away will need to give us an instruction. We cannot set up a standing instruction to do this.

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I have made an error with my travel dates/itinerary. What can I do?

ebookers and easyJet will do their best to amend any part of your itinerary subject to their Terms and Conditions. Please note that sometimes this may be treated as a cancellation and you may have to make a new booking.

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If I have booked a flight and there is an increase in fuel duty after the booking. Will ebookers and easyJet honour the additional costs?

As with any other changes to duty or taxes, you may be asked to pay additional costs. This will depend on the nature of the change and the law surrounding it, as well as the individual airline's policies.

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Is it cheaper to book online than over the telephone?

There is no difference. Prices are the same.

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I don't use my Airmiles for travel. What non-travel benefits are available on the new scheme?

Courtesy of Coutts gives you the freedom to donate points to one of our carefully selected charities or to purchase wine from a selection that changes on a quarterly basis.

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Can I make my travel booking directly with the hotel or airline?

No, travel must be booked through the Courtesy of Coutts scheme. You can access easyJet flights of travel with ebookers.com via the Courtesy of Coutts website or by phoning Coutts Card Services who will transfer you through to dedicated Courtesy of Coutts teams at easyJet or ebookers.com.

No points may be used for making bookings directly with a hotel or airline.

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What if I don't have internet access to use Courtesy of Coutts?

Call Coutts Card Services and we will assist you:

0845 309 0045 (within the UK) or +44 20 7309 0045 (outside the UK).

Alternatively, if you are a Coutts Business Card holder, please contact Coutts Commercial card services on 0845 300 8462.

Calls may be recorded. Maximum charge from a BT landline is 4p (0845) per minute. Calls from other networks may vary.

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Statements

Will I receive a separate statement for my Courtesy of Coutts points in the post?

No. You can view your up-to date points balance by visiting www.coutts.com/courtesyof and logging in to the secure Courtesy of Coutts website.

Gold and World card holders will see their points balance on card statements one month in arrears.

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How long does it take for points I've earned to show on my statement?

Gold and World card holders will see their points balance on card statements one month in arrears.

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Fees

Is there a joining fee if I register for Courtesy of Coutts?

There is no fee to register for Courtesy of Coutts.

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Do I have to pay any subscription fees?

No, Courtesy of Coutts comes as part of your World, Gold or eligible Business Card range of benefits and there is no subscription fee.

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Account Closures

Can I cancel my participation in the Courtesy of Coutts programme?

Yes, you can cancel your participation in the programme and continue using your card as normal.

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How much notice do I need to give if I wish to cancel my participation in the Courtesy of Coutts programme?

No notice period is required.

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If I request to cancel my participation in the Courtesy of Coutts programme, will I be able to keep my existing points?

No – if you cancel your participation, you will lose all your points.

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If I request to close my card account, will I be able to keep and use my points?

No, if you close your account you will lose all your points.

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Airmiles

Are my current Airmiles affected?

No, you will retain all Airmiles collected with your Coutts World, Gold or Business card and continue to hold your membership account directly with AIRMILES.

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Will I be still able to redeem my Airmiles?

Yes, you will be able to redeem your Airmiles as normal through AIRMILES.

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Will I still be able to continue to collect Airmiles?

Yes, you can continue to collect Airmiles through other AIRMILES partners.

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Can I transfer my existing Airmiles loyalty balance over to the Courtesy of Coutts scheme?

No, your AIRMILES account will remain a separate account with AIRMILES.

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Can I combine Airmiles and Courtesy of Coutts points for redemption opportunities?

No, Courtesy of Coutts is a separate scheme from AIRMILES.