The Travel Welfare card has been issued to you as monetary compensation as agreed with you and your airline. By accepting this card, you have agreed to this method of payment for your compensation, this does not affect any of your other statutory rights. The card is a prepaid Mastercard and is available in one of three different currencies, GBP, US Dollars and Euro’s.  You can use your card at home or abroad, in store, online and at ATM’s, anywhere that displays the Mastercard Acceptance Mark.

You must sign your card as soon as you receive it. If you have received your card in the post it will need to be activated before you will be able to use it.  Please activate your card and retrieve your PIN by calling +44 (0)1244 779618* and following the simple instructions.

If you have received your card in the airport then your card will already be activated and ready to use.

Please read and retain the letter or package your card was received on as this contains important information about the use of your card.

If you have received your card at the airport your PIN will be inside the packaging with your card.  Please commit this PIN to memory as soon as possible and destroy the PIN panel inside. 

If you have received your card by post then you will need to retrieve your PIN by calling +44 (0)1244 779618* and following the simple instructions.

It is important to memorise your PIN, your card may be disabled and the funds lost if you use the incorrect PIN 3 consecutive times. 

If your PIN has been lost, stolen or forgotten, it cannot be re-issued to you so it will not be possible to use your card at ATMs.  You will still be able to use your card at some merchants who accept mag stripe cards.

Yes, your card can be used at any ATM that displays the Mastercard Acceptance Mark. You can view your balance for FREE, the balance of your card will be displayed in the local currency of the ATM. If you are using an ATM in a different currency to your card the amounts will be approximate due to rate exchange fluctuations

Fees apply to withdrawing cash, please see the fees table for a full list of fees applicable. Please note that the fees for withdrawing cash from an ATM in a currency other than the currency of your card will be higher.  These are detailed in the fees table.

Funds should be available on the card from the moment you receive it.

 No, it is only the airline that can load additional funds to your card.

You should treat your card like cash in a wallet. If it is lost or stolen, you may lose some or all of your money on your card. As a result, you must keep your card safe and not let anyone else use it.

If you lose your Travel Welfare card, if your card is stolen or you suspect that your card has been used by someone else other than yourself, you must tell us as soon as you can by calling our 24 hour Lost and Stolen Telephone Line on +44 (0)1753 775961* (standard network charges apply) or emailing us at cardservices@paymentct.com. We will then cancel your card. 

In accordance to the Terms and Conditions of the Card, if your card is lost or stolen, no refund or replacement will take place unless authorised by your airline.

You can use your card almost anywhere that accepts Mastercard cards, but there are a few exceptions. Merchants that accept the card are required to seek authorisation for all transactions that you make and a transaction cannot be stopped once authorised.  Some merchants may not be able to authorise your transaction if they cannot obtain an online authorisation. Examples include Car Park Vending Machines, Toll Booths and some in-flight purchases

Other usage restrictions/guidance are listed below:

Pre-Authorisations:

We advise you do not use your card at pay-at-pump petrol stations or as a security deposit with merchants such as hotels, car hire and cruise lines because the company will ‘pre-authorise’ an amount when you do this. This amount will then be taken from your available balance and it can take up to 15 days to be returned. Therefore, we do advise you use an alternative card for these transactions.

Can I use my card at a pay-at-pump petrol stations, toll-booths or similar self-service outlets?

You can, but we do strongly advise that you do not. The company will ‘pre-authorise’ an amount when you do this, which will then be deducted from your available balance. It can then take up to 15 days for this to be returned. Therefore we advise that you use an alternative card for these transactions.

Tolerance/Padding (for variable costs, eg. Tips, Service Charge, etc.):

When using your card at merchants where tolerance/padding is applied (typically 10%), your card may be authorised by the merchant prior to you agreeing the final bill. Examples of merchants that would add a tolerance/padding are restaurants, hotels and bars where they may add a tip/service charge. The amount authorised by the merchant at this time plus the tolerance amount is reserved from your available balance. We do not know at the time how a merchant will process a transaction and whether the merchant will initially authorise the transaction and later ask you to sign for the transaction, together with an additional charge or tip agreed to by you. Therefore, a tolerance is added automatically at hotels and restaurants.

Online/Phone Payments:

It is possible to use your Card to buy goods from websites or phone/mail order companies displaying the Mastercard Acceptance Mark.

However, certain merchants may verify the cardholder’s address before authorising payment. Your address was not recorded when the Card was issued and therefore it is possible that your Card will be declined as payment.

When processing an online payment, you will usually be asked for the card expiry, this will be the date printed on your card and not the 6 month funds expiry date.

However, certain merchants may verify the cardholder’s address before authorising payment. Your address was not recorded when the Card was issued and therefore it is possible that your Card will be declined as payment.

When processing an online payment, you will usually be asked for the card expiry, this will be the date printed on your card and not the 6 month funds expiry date.

The following fees and limits are applicable to your card.

Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated. The Card is issued by Wirecard Card Solutions Ltd (“WDCS”) pursuant to license by Mastercard International Inc. WDCS is authorised by the Financial Conduct Authority to conduct electronic money service activities under the Electronic Money Regulations 2011 (Ref: 900051)