Originally Posted by
rapidex
I'm still fighting HAL over a large duty free bill,some creme for Mrs rapidex.
Boots dont credit,nor do W H Smith.I asked a manager if HAL had changed the computer software or was I just unlucky.He just said "dunno mate" and walked off.
You seem to be having less luck than me. At least when I send a scan of the receipts to Heathrow Rewards customer relations they'll credit the points without question. Although it's not ideal as I'd rather the scheme be swipe and forget, no more action required.
Boots and WH Smith have integrated Heathrow Rewards with their own checkouts and M&S still uses a separate machine so the issue affects many different implementations.
Ironically last time I got this to work in WH Smith was in T2 arrivals where I was told Heathrow Rewards was 'a T3 thing' but I pointed out the Heathrow Rewards sign in the shop and he spent a bit of time playing with the till and put it through. It went through without a problem unlike at T5 a few days later where the member of staff was familiar with the scheme.
I guess the only way we'll get this fixed is to bombard customer relations with receipts (always make it clear that you handed over your card and it appeared the staff processed it). If they end up having to process a lot of receipts manually then something might be done.
In the BAA WorldPoints days the scheme generally worked. You'd have the odd occasion where something wouldn't post and it seemed down to either a malfunctioning machine or staff not knowing what to do, but considering the scheme used to work in all BAA airports it generally worked well.
As far as I know Heathrow Rewards was just the WorldPoints scheme scaled back to just Heathrow but now reliability is poor. As others are having the same issues as me then you'd think they'd notice something in their stats about sales dropping.