I have sent the following letter to both American Express UK and BA CEOs:

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I have displayed long term loyalty to both American Express and British Airways – as a BA Premium Plus American Express cardholder for 20 years, and BA Executive Club Gold Guest List member for a decade. I am therefore writing to express my surprise that no announcement has been forthcoming with reference to the BA Premium Plus card and the earning of Tier Points in the new BA Club. As you know, BA announced the introduction of the BA Club on 31 December 2024. BA stated publicly on their website and in emails to BA Executive Club members:

“Also in 2025, British Airways American Express Premium Plus Cardmembers will be able to earn up to 2,500 tier points by spending on their card. More details of this offer will be announced closer to the launch date.”

It is evident from popular consumer websites such as Flyertalk and Head for Points that many cardholders have taken “the launch date” in BA’s statement to mean the launch of the club (i.e. today, 1st April) which is a reasonable interpretation. You can therefore imagine how the lack of any substantive announcement on how these 2,500-tier points might be earned is disturbing. Indeed, cardholders may have made decisions about obtaining or retaining a BA Premium Plus card based on BA’s statement. With the card’s high level of annual fee, this may have led to the payment of fees unnecessarily and to customer detriment.

The provision of credit cards in the UK is a regulated activity. The Financial Conduct Authority introduced the concept of Consumer Duty requiring providers to prioritise customer needs, act in good faith, avoid foreseeable harm and to promote trust. All communications must also be fair, clear and not misleading. I would like to suggest that as the partner of American Express in this co-branded card, BA may have caused undue confusion to cardholders in their communication on 31 December 2024. Specifically, they may not have communicated with cardholders in a way that is fair, clear and not misleading and may have caused American Express to fall short of its Consumer Duty responsibilities.

It would of course be interesting to know whether BA cleared their statement with American Express – as the FCA regulated entity – ahead of releasing the statement on 31 December 2024.

I hope you will indulge me in offering some advice to American Express in this situation. If I were you, I would consider: (1) releasing a clarificatory statement to BA Premium Plus cardholders as a matter of urgency to ensure full compliance with your Consumer Duty responsibilities, (2) contacting your FCA Supervisory Team proactively today to discuss these issues with them, and to seek their advice on the best way forward.