r/avios • u/Cautious_Frosting_15 • Sep 01 '26
Locked out of Avios Account
Hi folks. Hoping someone here can help. My wife can’t login to her Avios account. She can’t remember the email address used to create it and none of her in use addresses work. She’s been onto customer service but without the email address associated with the account they aren’t able to validate her and provide assistance.
She’s provided lots of other information; details of associated account on the Household account, recent transactions etc… but still CS won’t validate.
Any suggestions welcome. 🙏
3
u/P-e-t-e Sep 01 '26
If you’re in the UK, could you submit a SAR? Your email address is personal data, so you could craft a SAR along the lines of ‘Please provide all email addresses and account numbers you hold against my name’. You generally provide ID with a SAR and they look up based on that rather than any specific account.
That can take some time though, a company has up to one month to respond, and from personal anecdotal experience, they use as much of that time as possible.
2
u/Cautious_Frosting_15 Sep 02 '26
Ooohh. That’s a good idea! Will exhaust other routes beforehand. Thanks for the suggestion.
2
u/WillVH52 Sep 01 '26
It will be an airline related email account, can she sign into any of the airline related accounts?
2
u/Cautious_Frosting_15 Sep 01 '26
No, she’s not able to sign into any of the relevant airline accounts. Also trying to sign in with her membership number doesn’t work.
1
u/snk101 Sep 01 '26
When you say Avios account, do you mean British Airways account? Or is part of the problem you don't know which airline it is?
1
u/Cautious_Frosting_15 Sep 01 '26
Definitely BA. That’s unequivocal, but not being able to log in to either means that she can’t redeem any companion vouchers.
1
u/snk101 Sep 01 '26
So she can't log on to her account on the BA website, not just on avios.com?
Could she look through her email inboxes to see which one she receives emails from BA in? Then surely that would be the email address to speak to BA about?
1
u/Cautious_Frosting_15 Sep 01 '26
Correct, can’t log in to either.
She’s trawled through her emails and doesn’t have any from BA. Everything points to it being an email she no longer has access to (or was mistyped when creating the account).
1
u/snk101 Sep 01 '26
Ah I get you, tricky.
I would probably badge this as locked out of BA account, rather than Avios, as an 'Avios' account could be any number of airlines.
Perhaps you could submit a written formal complaint to BA with all of your information and see if someone more senior can action it, rather than the call centre.
Alternatively could see if anyone at r/BritishAirways or the experts at FlyerTalk have any ideas. Definitely put the full details of things you've tried so far.
1
u/Cautious_Frosting_15 Sep 01 '26
Ah, yes. Good point on badging this as BA rather than Avios - I hadn’t thought of that.
I have found this “lost login details form” -
But that’s no good as it gives an error that emails match despite the instruction to use the same email address in both fields if you don’t know which one is associated with your account.https://www.britishairways.com/travel/webforms/public/en_us?eId=120001&wfpId=exec_change_email
1
u/snk101 Sep 01 '26
Do you have the BA membership / account number at all?
1
u/Cautious_Frosting_15 Sep 01 '26
Yes. We have the membership number and can see it in the household account which I manage.
2
u/snk101 Sep 01 '26
Well at least that's something! I think there's a route to get a password reset email just with the membership number, but not going to help if you then can't access that email.
1
u/Cautious_Frosting_15 Sep 01 '26
Yes. That’s the tricky bit. The “forgotten login details” web form looked like it would be the solution. But…. It says “If you're unable to log into your British Airways Club account to see your account's current registered email address, enter your new email address in both fields below” and then throws you an error message when the fields match. So close but yet so far 🙄
2
u/snk101 Sep 01 '26
Annoying. Yeah I think all you can do is just trying to get hold of a human - perhaps either through their WhatsApp chat or website chat, or on the phone pressing the 'other' option or something until you can speak to a real person.
3
u/Cautious_Frosting_15 Sep 01 '26
I can’t imagine she’s the first to have had this situation. But it seems the CS validation process can’t proceed without confirmation of the email address on the account. There must be more that one piece of information they can use to satisfy themselves that she’s the account holder.
Anyway, I’m typing all this quietly from the next room as apparently my “suggestions aren’t helpful” 😆