What should I do if I can`t find my flight on the website?

Should your four-digit flight number start with “0” on your booking confirmation, please remove this. E.g., BA0846 becomes BA846 in the flight search on this website.
If you still have trouble finding your flight number, please get in touch with our Customer Service team at 0345 6000 757 and +44 (0) 370 241 0777 if you are outside the UK. Alternatively, you can email us at support@highlifeshop.com.

What happens if my flight plans change?

Please call our Customer Service team on 0345 6000 757 and +44 (0) 370 241 0777 if you are outside the UK. If possible, please get in touch with us at least 48 hours before your original journey, and we’ll make sure you receive your order on the altered flight. 

How do I cancel my order? What if I missed my flight?

Simply call our Customer Service team, and we will refund your money. The contact details can be found above or on the Contact Us page.

How do I return goods, and what information do I need to provide?

Please refer to our Returns Policy, which can be found in the Terms and Conditions section.

Can I pre-purchase goods the day before I fly?

If you depart from London Heathrow or Gatwick, you can place your High Life Café pre-purchase at least 12 hours before your flight. For UK domestic and short-haul flights into London, food and drink must be purchased no later than 24 hours before departure. For short-haul flights into London, food and beverages should be purchased at least 24 hours before your flight.

For High Life Shop items, please place your order no later than 12 hours before your flight if you are departing from London and at least 36 hours beforehand if you are flying from London Gatwick. If you are flying from a long-haul destination, we require at least 72 hours to fulfil your order.

For more information about order times, please click here. 

How will my pre-purchase be delivered?

After placing your order online, from a Cabin Crew member on board or through the Customer Service team, your goods will be delivered to you on the aircraft on the specified flight. Please bring your order confirmation e-mail with your transaction number to show to a Cabin Crew member when receiving your items.

Can I pay on delivery?

All payments must be made when ordering online or through the Customer Service team.

Can I buy on board?

If you didn’t pre-purchase your snack and drink before the flight, you might choose from a smaller High Life Café Onboard range, available on board selected flights (subject to availability).

Our High Life Shop range of gifts can be pre-purchased online, and the products will not be available on board. You can buy your duty and tax-free products before you fly for delivery to your seat.

What should I do if I can’t find the product I want?

The first thing to do is to use the 'Search' at the top of the page. If you still can’t find the required product, you can email us at support@highlifeshop.com or call us on 0345 6000 757 from the UK or 0044 370 241 0777 from outside the UK.

I am confused about how to place an order through the website – can I order over the phone?

If you have any problems placing your order you can contact us at support@highlifeshop.com or call us on 0345 6000 757 from the UK or 0044 370 241 0777 from outside the UK.

Do I earn Avios on online purchases?

You can earn Avios points on online High Life Shop orders delivered to you on board, or from your Cabin Crew member when you pre-purchase on board for delivery to your next British Airways flight. Collect two Avios points for every £1 you spend at highlifeshop.com. When shopping online, your Avios will be automatically added to your Executive Club account. When shopping on board, show your Executive Club membership details to a Cabin Crew member when you pay. For more information about Avios, please click here. 

Why spirits, tobacco and fragrances are not available for home delivery?

British Airways cannot offer fragrances, spirits, tobacco and selected products from other categories at duty-free and tax-free prices for home delivery. However, these products can be pre-purchased online and delivered directly to your seat during your next British Airways flight.

Why will the address section not let me select a country other than the UK?
We currently offer home delivery to UK addresses*. If you live outside the UK and see something that catches your eye, you can pre-purchase the product for onboard delivery on your future flight. Alternatively, please contact the Customer Service team to discuss an overseas delivery. Deliveries to addresses outside of the UK may carry an additional charge. Local import duties may also be payable upon receipt. We reserve the right not to deliver overseas if we believe the address is not secure, for example, PO Box addresses and specific countries.

*A UK address is defined as being in England, North Ireland, Scotland, Wales, Isle of Man, Channel Islands and BFPO addresses.