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I have returned from my travel with LeShuttle, and I have not received my Avios, what should I do?
If you haven't entered your British Airways Club membership number and date of birth on the Booking Confirmation page, you will not receive Avios. If you successfully made a claim and have not been awarded your Avios within 30 days after completin...
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What happens if I buy a refundable ticket with my Avios-LeShuttle voucher but later decide to cancel my ticket?
On refundable tickets, for any bookings cancelled after booking, the refundable element will be provided in the form of a LeShuttle Credit Voucher. The refund will not be in Avios.
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I need to cancel my booking; will I still collect Avios?
Any cancelled bookings will not receive Avios.
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I didn’t turn up for my journey, will I still collect Avios?
No-show / missed departures will not receive Avios.
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I have booked through a travel agent. Can I still collect Avios?
No, to collect Avios you must book directly with LeShuttle.
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Can I transfer my Avios once awarded?
Avios cannot be transferred to another member account.
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Is there a minimum/maximum spend?
No minimum spend is required and there is no maximum number of Avios that can be collected in a single transaction.
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Can I add more than one British Airways Club membership number to collect Avios?
Only one British Airways Club membership number can be added to your travel booking with LeShuttle. All Avios collected for the total cost of the travel will be applied to the chosen Avios account.
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I amended my booking, will I get Avios on the full amount of my new booking?
Yes you will receive Avios on the new total amount, minus any creation or amendment fees, subject to standard Avios earning terms conditions.
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I am an existing British Airways Club membership number but don't know my membership number. Where can I find it?
You can find your British Airways Club membership number (the same as your British Airways Club number) by logging into your Avios member account at www.avios.comYou can also find your British Airways Club membership number at the bottom of any ma...
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I have a query about my Avios Account
If you have any queries about your Avios account, please visit the Avios Help Centre.It won't accept my British Airways Club membership number to earn Avios?The British Airways Club membership number, date of birth entered and the name on your Clu...
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I’ve booked my travel through a third party (such as a travel agent or tour operator). What should I do if I have a question or complaint?
As your booking was made through a third party, your contract is with them rather than directly with LeShuttle. Therefore, any queries or concerns should be directed to your travel agent or tour operator, who will be best placed to assist you.
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How will Flexiplus customers be affected?
Folkestone to CalaisWhen leaving Folkestone (UK), Flexiplus customers will benefit from a dedicated waiting lane in the vehicle dispatch area, which prioritises the release of Flexiplus vehicles into the EES zone. (Once in the EU’s EES zone, there...
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I have accessibility needs, how will the additional checks affect me?
At check-in, our staff will direct customers with assistance needs to a designated area within the EES zone. We have dedicated parking bays where travellers can register their details using a tablet with assistance from our trained team. Our staff...
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How can I get a history of my bookings?
You can access your bookings through your Club LeShuttle account for up to one year after your travel date. Once logged in, scroll down to the section for upcoming or past bookings. To view past bookings, click on "Past Bookings," then either sele...
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Entry/Exit System (EES)
Summer 2026 update: There will be no EES biometric capture at LeShuttle terminals in Folkestone or Calais during the summer holiday period. Customers can continue to travel through our terminals as normal.What is the Entry/Exit System (EES)?The En...
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Travelling with air riffles/air pistols
If you plan to travel with an air rifle or air pistol, you must carry the appropriate certification or license for the weapon. These firearms must be securely stored within the vehicle and declared at all checkpoints throughout your journey. The t...
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Can I make a booking if I don’t have a Club LeShuttle Account?
Yes, you do not need a Club LeShuttle account to make a booking, you can go ahead and book as a guest.
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What's the difference between Standard, and Standard Plus tickets?
StandardA Standard ticket can be booked for any duration, as either a single or return journey.it is not refundable.It can be used with a Flexiplus return ticket, or Standard return ticketWhen bookingWhen booking it will be offered alongside a Sta...
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Can I amend my Standard Plus ticket?
Your ability to modify a ticket depends on the original purchase date. Below are the guidelines based on when your ticket was purchased.Tickets Purchased Between March 5, 2025 and March 16, 2026Validity AmendmentsTickets are valid for the selecte...
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How do I register to purchase Duty Free goods at the LeShuttle terminal?
Each passenger who wishes to make duty free purchases will need their own individual QR code. This QR code is presented at the Duty Free shops till before the purchase is made. Please note that you cannot purchase duty free products at the LeShutt...
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Is the lounge accessible for customers with reduced mobility?
Yes. The Flexiplus Lounge has step-free access. If you need any support at any point during your journey, please speak to a member of the team, who will be happy to help.
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Is there Wi-Fi in the lounge?
Yes. Complimentary Wi-Fi is available throughout the Flexiplus Lounge.
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What should I do if I have a question or need help during my visit?
A member of the lounge team will be happy to help with access, refreshments or any questions about your onward journey.
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Where can I charge my electric vehicle?
In Folkestone, electric vehicle charging is available at the Passenger Terminal only. There are no EV charging points at the Flexiplus Lounge.If you're travelling from Calais, electric vehicle charging is available. Charging points are offered on ...
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Is the lounge suitable for children?
Yes. Families travelling with Flexiplus are welcome in the lounge.The Calais lounge includes a small children’s area with a TV. Complimentary children’s activity packs are also available, please ask a member of the lounge team during your visit. A...
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Where can I exercise my pet before travelling?
Dedicated pet exercise areas are available at both Passenger Terminals. These provide more space than the pet areas at the Flexiplus Lounges, so we recommend using them before continuing your journey where possible.
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Can I take my pet into the Flexiplus Lounge?
Pets are welcome in the Flexiplus lobby area but are not permitted inside the main lounge. Assistance dogs are welcome throughout the Flexiplus Lounge.Please ensure your pet is kept on a lead at all times.
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I’m travelling with a pet on a Flexiplus booking. What do I need to do?
Pet check-in must be completed before you visit the Flexiplus Lounge.In Folkestone, Pet Reception is located at the Passenger Terminal. Please follow the signs to Pet Reception after check-in.In Calais, Pet Reception is located before the check-in...
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How long can I stay in the lounge?
You are welcome to stay in the Flexiplus Lounge for as long as you wish before travelling. You can choose the departure that best suits your plans, and the lounge team can advise on upcoming departure times when you arrive.