The Service Guide for your AirPlus Card

Your access to the AirPlus Portal: airplus.com/portal

To avoid phishing by fake websites, please always use this link and do not search for the AirPlus Portal access via a search engine.

When entering your access data, please make sure that the web address displayed in the browser begins as follows

https://sso.service.airplus.com/auth/....

If this is not the case, you are not on an AirPlus Portal website. Sending your access data via the login mask allows fraudsters to spy out your access data.

The AirPlus Portal is a self-service tool that provides you with up-to-date information and numerous settings for your AirPlus Card around the clock. This saves you valuable time and grants you independence from service times.

The AirPlus Portal offers you the following options, for example:

• Display of the card limit and the current credit limit
• View authorizations (sales requests) and transactions
• Issue a claim about a transaction
• Display and download (PDF) issued statements
• View the card PIN
• Change the card PIN
• Temporary lock and unlock a card
• Register a "lost card" or "stolen card" via the "Block Card" function
• Manage card use restrictions for security reasons, e.g. geographical, number and amount of transactions, cash withdrawals, etc.
• Enable/disable transaction notifications
• Register address changes
• Change bank details

You can call up your card PIN online at any time in your AirPlus Portal. You will always have it at hand, wherever you are. No forgetting, no losing, no writing down!

Security advice: Never give your PIN to anyone else. It should only be known to you!

AirPlus would like to point out that we and our partner banks and credit card organizations will never contact you directly to ask for card-related and personal information about security-relevant data such as card number, expiration date, verification code or PIN.

Having trouble remembering your automatically assigned PIN? No problem! You can change your PIN to your preferred PIN at any time on the AirPlus portal.

You can view your PIN or change it to your preferred PIN at any time.

To view your PIN, log into the AirPlus Portal and select “View Card PIN” in the top right corner of the card view. In the “Card Services” drop-down menu below the card image, you can change your existing PIN to your preferred digits by selecting “Change Card PIN”.

Show PIN

After entering the one-time password (TAN) that we will send to your registered cell phone number, your current PIN will be displayed. For security reasons, it is displayed in non-machine readable characters.

Important to know before changing your PIN

The first time you use your card after changing your PIN, you may need to re-enter your old PIN. If you do not know it, please use the "View Card PIN" function before changing your PIN.

For security reasons, we also send a TAN to your registered cell phone number when you change your PIN.

First card use after PIN change

After the change, the new PIN is immediately active in our system and is usually accepted for contact-based card use (CHIP & PIN at the merchant or ATM). For this reason, we recommend that you insert your card into the payment terminal for the first transaction after the PIN change and do not use contactless payment.

What if the merchant terminal does not accept the new PIN?

In rare cases, depending on its configuration, the merchant terminal (card reader) may not contact our database, but instead, compare the entered PIN with the one stored on the chip. This may lead to a transaction rejection during the first contact-based use after the PIN change. Unfortunately, AirPlus has no way to prevent this.

In this case, you have two options to activate the new PIN on your AirPlus Corporate Card:

Option 1

On the second attempt, please enter your old PIN to authorize the payment. The merchant terminal records the new PIN on your card’s chip, where it will now be activated for future cases should a merchant terminal not contact our database again.

If you do not remember your old PIN, please contact your AirPlus Service Team.

Option 2

If you want to make sure that the new PIN is stored on the card’s chip before you use it for the first time after changing the PIN, we recommend that you use the card for the first time at an ATM. Even if your card's security settings do not allow cash withdrawals, the ATM is able to overwrite the card’s old PIN with your chosen one.

Mastercard

Benefit from Mastercard's global network of acceptance partners.

The AirPlus Cards are accepted worldwide at Mastercard acceptance locations and for online payments, making it easy and convenient to pay while traveling.

You can find your card limit and the current credit limit of your card in the AirPlus Portal, next to the card image.

You are the holder of an AirPlus Corporate Card or AirPlus Office Card with corporate liability:

The credit limit of the AirPlus Corporate Card with corporate liability is determined by your company. For liability reasons, we cannot change the limit without your company's consent.

If your credit limit is insufficient, please contact the appropriate office in your company.

If your company allows cash withdrawals, you can get cash at any ATM that accepts Mastercard. Look for the Mastercard logo on the ATM.

Merchants or ATM operators may charge additional fees. AirPlus has no control over this.

As an alternative to withdrawing cash at ATMs, you can also use your AirPlus Corporate Card to withdraw cash at bank counters. You may be required to show a valid form of identification.

Note: Please note that cash withdrawals are limited to a maximum of EUR 500 per day or EUR 3,500 per week. Your company may have further restrictions on the daily or monthly amount allowed. If you would like to change your cash limit, please contact the appropriate office in your company.

This fee is referred to as the Cash Withdrawal Fee. It is charged for accessing cash, either through an ATM or at a cash desk. The fee is a percentage of the amount withdrawn, with a minimum amount charged for smaller withdrawals.

The Cash Withdrawal Fee is also charged (and displayed on your monthly invoices) for payment orders regarding the following goods and services:

• Buying foreign currency.
• Sending money orders or wire transfers.
• Buying coins, banknotes, or digital currency.
• Government- or court -fines, -enforcement penalties, -fees or -costs.
• Online trading, such as share dealing or investments.
• Purchasing or topping up electronic money, payment cards, mobile wallets, or account dashboard services.

You can easily configure the security settings yourself in the AirPlus Portal.

Define your personal security settings for your card in the AirPlus Portal. This gives you the financial freedom you need and makes it harder to misuse your card.

Email alerts keep you informed of each and every authorization on your card.

This gives you control over your card use and minimizes the risk of card misuse or fraudulent charges. If a transaction is declined, we will let you know why and give you tips on how to resolve the problem.

Note: You should always keep track of your card transactions. If you are unable to allocate a payment, please contact your AirPlus Service Team immediately.

If your AirPlus Card is lost or stolen, please act immediately:

Either block your card yourself in the AirPlus Portal at businesstravelportal.airplus.com or call your AirPlus Corporate Card Service to report the loss or theft and have the card blocked.

If your card has been stolen, please report it immediately to your local police station.

Note: In the event of theft, you are not liable for any losses incurred after you have reported the theft to AirPlus. However, you will be liable up to a maximum of EUR 50* per card for losses incurred between the time your card is lost and the time you report it.

Cards reported as lost or stolen will be permanently blocked for your protection. If a card is recovered after it has been reported as lost or stolen, please destroy and dispose of it appropriately.

After requesting a replacement card, it will be available on the AirPlus Portal and the AirPlus Mobile App within minutes. Link your new card with Apple or Google Wallet and make contactless payments using Apple Pay or Google Pay.

You can also view all relevant card details for online payments in the AirPlus Mobile App before your physical card arrives.

Your new card will be mailed to you within a few days. If you are on a business trip and need the physical card urgently, you can request a courier service from the AirPlus Corporate Card Service.

*For damages resulting from the use of a lost, stolen or otherwise misplaced card before the loss has been reported, or for damages resulting from any other misuse of the card, your liability is limited to a maximum of EUR 50.00 per card (except in the United Kingdom). If the Card User has fraudulently facilitated the misuse, or if the misuse was caused by the Card User's wilful misconduct or gross negligence, the Card User or the Card User's company shall be liable for the full amount of the loss.

How to protect yourself from card misuse

Activate email notifications for all authorizations on your card to detect misuse at an early stage. If you are not sure whether you are affected by fraudulent activity, you can immediately block your card yourself in the AirPlus Portal and contact the AirPlus Service Team. If fraud has been attempted, we will permanently block your card and issue you a new card with a new card number and Card Verification Code (CVC).

Note: Never share your credit card information with third parties!

AirPlus would like to point out that we, our partner banks and credit card organizations will never contact you directly to request card-related and personal information about security-relevant data such as card number, expiry date, verification code or PIN.

Fraud detection and prevention

If you are suspicious of calls, emails, or text messages from purported affiliate banks or credit card organizations, remain vigilant and follow these instructions:

• Under no circumstances should you give out security-relevant card and personal data such as card number, card PIN, one-time passwords, login details, passwords or full ID details.
• If you suspect that your AirPlus Corporate Card data has been misused, please contact your AirPlus Service Team immediately. You will find the phone number on the back of your card.

By remaining vigilant, being skeptical of unsolicited requests and following best security practices, you can significantly reduce the risk of becoming a victim of fraud. For more information on current fraud schemes, visit https://www.airplus.com/de/en/legal/security/ .

Your transactions are clearly displayed in a monthly statement. This gives you an overview of when and where you have used your AirPlus Card.

You will be notified by email when your statement is available on the AirPlus Portal. If you wish, you can also activate push notifications for the AirPlus Mobile App.

Please always check your Statement carefully. If you notice any unknown transactions, you can report them directly in the AirPlus Portal.

In your AirPlus Portal you will find an overview of all authorizations and transactions on your AirPlus Card in real time.

Authorization is the first step when using a credit card. The availability of the credit limit is checked. However, the amount is not actually debited from your account. Instead, a "hold" is placed on the credit card account to ensure that the amount is available.

The authorized amount remains on hold until the actual purchase or service is used. Only then does the transaction occur and your card is charged.

Authorizations and transactions are usually close together. In the case of hotel and car rental reservations, the transaction is triggered with a time delay, such as when you check out of the hotel.

If additional services were used during the stay, the transaction amount may differ from the authorized amount.

In the event of a cancellation, the authorized amount is released.

If you discover unknown transactions, you can immediately file a complaint in the AirPlus Portal.

Note: We use the Card Control feature on your card to notify you of every transaction request, whether authorized or declined. AirPlus transmits the merchant details, the amount in sales and billing currency, and the date and time of the authorization request with a UTC (Universal Time Coordinated) timestamp.

If you are unable to assign a timely card use to the sales request, it may be a case of card misuse. In this case, temporarily block your card in the AirPlus Portal immediately and contact your AirPlus Service Team. If you do not have direct access to the AirPlus Portal, your AirPlus Service Team will temporarily block your card for you.

Once the matter has been clarified, you can unblock the card yourself in the AirPlus Portal, provided that the card has not been misused. If it has, you will receive a new card with a new card number and Card Verification Code (CVC).

Although our advanced security systems usually detect and reject fraudulent authorizations, in rare cases questionable transactions may appear in your transaction history and on your credit card statement.

To resolve such cases quickly, you can mark each transaction in the transaction overview of the AirPlus Portal and submit a complaint. AirPlus will then immediately initiate a review of the matter.

Before submitting a complaint about a transaction, please check whether the transaction in question can be assigned to a business trip or a business expense, even if the merchant name appears unfamiliar at first glance.

For example, on toll roads abroad, it is not uncommon for the merchant name of the toll operator to be unknown as you pass through the payment barrier.

3D Secure is a special procedure for authenticating online transactions that was introduced by the EU in 2021 to make using cards online safer. In addition to your card details, a second factor is required during the payment process.

As soon as you make an online payment, we will send you a mobile TAN (Transaction Authentication Number) via text message to the mobile phone number stored on the AirPlus Portal. This message contains the authorization data of your online payment (name of the merchant, date, time, amount) for you to double-check. You will be asked to enter this one-time password (TAN) and your answer to the security question to complete the order.

Caution: Never give this TAN to anyone else! It is for your personal use only as part of the online payment process. If you are asked to give the TAN to another person by telephone, this is probably a fraud attempt that could harm you.

Note: You personally chose the answer to the security question when you applied for your AirPlus Card. Never pass on this access data to third parties!

As an alternative to the TAN procedure, you can set up 3D Secure with biometric authentication in the AirPlus Mobile App. To switch to this authentication method, log in to the AirPlus Mobile App and navigate to "Card Settings" > "3D Secure".

You can manage your 3D Secure profile data at any time in the AirPlus Portal by clicking on your name in the top right corner.

If you have more than one AirPlus Card, you can select which 3D Secure profile should be linked to which card in the card security settings.

Your access to the AirPlus Portal: businesstravelportal.airplus.com

AirPlus Mobile App

The AirPlus Mobile App is available to download for free to Card Users from the Apple App Store or the Google Play Store.

With the AirPlus Mobile App you can, among other things

• Retrieve relevant card information for online payments without having to pick up your physical card
• Authorize online transactions with your fingerprint, Face ID or PIN (when using 3D Secure)
• View and download card Statements in PDF format
• Check your current credit limit at any time
• View transactions

Download the AirPlus Mobile App, log in with your AirPlus Portal credentials and get started!

Mobile payment

Of course, you can use your AirPlus Card with Apple Pay and Google Pay wherever you see the contactless symbol, the Apple Pay sign or the Google Pay sign.

Simply download the AirPlus Mobile App, log in with your usual AirPlus Portal credentials and link your AirPlus Card to Apple Pay or Google Pay quickly and securely. This way you can pay with AirPlus even before you have your physical AirPlus Card in your hand.

Of course, you can also make contactless payments with your AirPlus Card. Simply hold your card in front of the "contactless sensor" of the payment terminal. After a few seconds you will hear a signal that confirms the payment.

For amounts over EUR 50 / GBP 100 / CHF 80 / PLN 100 you will also need to enter your card PIN. For smaller amounts, no PIN is usually required.

To prevent card fraud, only a limited number of contactless payments can be made without entering a PIN. Please not that if you are asked to insert your card and enter your PIN when making a contactless payment, this is a security parameter to prevent card fraud.

The process resets the contactless counter on the card. The contactless function is then available again.

Avoid high currency conversion fees

If you use your card in a currency other than the billing currency of your AirPlus Card, AirPlus will convert it into the payment currency for you.

We use a favorable Mastercard exchange rate for you, with no hidden surcharges.

If you are offered to pay in your billing currency at a merchant terminal or online, the exchange rate is usually unfavorable for you.

We therefore recommend that you always pay in the local currency of the merchant/service provider and do not use the dynamic currency conversion of the merchant bank.

If AirPlus converts and an ECB reference rate is available for the currency, we will show the difference between our Mastercard rate and the respective ECB reference rate in the authorization details in the AirPlus Portal. This creates transparency.

Please refer to the following link for all relevant information about high-risk and embargoed countries https://www.airplus.com/media/pdf/hrc/high-risk-countries.pdf

Integrated accident cover including accident insurance when using a company car - insurance number: APAX1002. You will find this number on each insurance document.

Your AirPlus Card includes comprehensive insurance coverage. You are therefore optimally insured. The benefits of the AirPlus Travel Insurance are free of charge. They are included in your AirPlus Card and listed on the following websites

Insurance Contracts | AirPlus

Prerequisite for insurance cover: The travel service has been paid for with your AirPlus payment solution.

In addition, the organization of medical and travel assistance is included.

The information contained in this document is provided by AirPlus. For details on your insurance cover, please refer to the insurance conditions, which take precedence over the information in this document in the event of a dispute.

For general questions about insurance coverage, please contact the insurer.

In the event of an accident that is likely to result in an obligation to pay benefits, a doctor must be consulted immediately and Inter Partner Assistance S.A./ AXA must be notified.

If the accident results in death, this must be reported within 72 hours, even if the accident has already been reported. The report can be made in writing or electronically.

Please contact the insurer stating your name, policy number and the facts of the claim.

Please include the policy number in all communications. This number can be found on any insurance document: APAX1002.

Inter Partner Assistance S.A.

Avenue Louise 166

1050 Brussels, Belgium

English

Telephone: +44 (0) 20 32 81 72 10

Email: airplusENG@axa-travel-insurance.com

German

Phone: +49 (0) 89 38 03 56 79

Email: airplusDEU@axa-travel-insurance.com

French

Phone: +33 (0) 1 70 77 04 34

Email: airplusFRA@axa-travel-insurance.com

Italian

Phone: +39 068 750 3255

Email: airplusITA@axa-travel-insurance.com

Your access to single-use pre-booked airport lounges worldwide

Experience affordable luxury with Lounge Pass™! Elevate your travel experience with single-use pre-booked access to more than 800 airport lounges and sleep pods across 350 airports worldwide. Flexible bookings can be made up to 15 months in advance and up to 24 hours before departure, with prices for entry from just EUR22/ GBP24 per person. And it gets better: AirPlus card users enjoy exclusive discounted prices on their bookings!

Start your journey with comfort and ease, whether you need to catch up on work or simply unwind, enjoy amenities such as complimentary refreshments, Wi-Fi, and comfortable seating, creating a relaxing environment away from the usual airport hustle and bustle. Many lounges are family friendly, welcoming children and infants, with some even granting free access for them.

Book your next lounge visit for attractive prices: Lounge Pass - Affordable VIP Indulgence.

Please note that the purchase and use of this service for business purposes may be subject to your company's internal guidelines.

Your access to over 1,600 airport VIP lounges worldwide from EUR 53/GPB 41!

Escape the hustle and bustle of busy airport terminals. No matter which airline or flight class you choose, as an AirPlus cardholder, you get up to 40% off your first year's membership fee. Priority Pass lounges are located at over 1,200 airports worldwide.

Choose the lounge package that suits you best: The exclusive facilities are available regardless of which membership you choose - and as an AirPlus cardholder, you can save up to 40%!

Standard: EUR 53/GBP 41 for the first year, EUR 89/GBP 69 thereafter

For travelers who only need occasional lounge access: For a low annual fee, you have access to all lounges and pay EUR 30/GBP 24 per visit.

Standard Plus: EUR 260/GBP 206 for the first year, EUR 289/GBP 229 thereafter

This offer gives you access to all Priority Pass lounges and includes ten free lounge visits. Additional visits will be charged directly to your AirPlus Card at EUR 30/GBP 24.

Prestige: EUR 413/GBP 377 for the first year, EUR 459/GBP 419 thereafter

For frequent flyers who prefer unlimited lounge access. Prestige membership offers unlimited access to all Priority Pass lounges for a single annual fee.

Accompanying guests are also welcome at any time for just EUR 30/GBP 24 per guest and visit.

Apply for membership online at https://www.prioritypass.com/airplusbasic .

Please note that the purchase and use of this service for business purposes may be subject to your company's internal guidelines.

eSIM cards from Sim Local

Through our partner Sim Local you can save on expensive roaming charges and stay confidentially connected. Sim Local's global eSIM catalogue covers 193 destinations and includes both local networks and data only roaming options. eSIMs remove the need to swap out your physical SIM card with seamless download from the Sim Local platform. You can pick your data allowance and duration and of course top up as you go. This will ensure you can remain connected as you travel in a secure and cost-effective way.

What is an eSIM?

An eSIM is an embedded SIM card in your mobile device. Basically, it is a digital version of a SIM card which can directly be installed on a device's hardware. With an eSIM you can save up to 90% on roaming costs as it can run in parallel to your existing SIM. Instead of paying high roaming costs to your telecommunications company you purchase a data eSIM package for your destination of travel, install it, and instantly connect to a mobile network upon arrival.

How do I get an eSIM?

Visit https://www.esim.simlocal.com/shop-plans/airplus to purchase an eSIM.

Please note that the purchase and use of this service for business purposes may be subject to your company's internal guidelines.

Attractive hotel booking rates with HRS

Have a more sustainable stay with HRS and save up to 30%!

With a large variety of hotels worldwide, HRS offers you a wide range of options between affordable and luxurious accommodation. The selection of top hotels is perfectly tailored to the needs of business travelers looking for a comfortable and hassle-free stay. You will also find the right hotel for private trips at HRS.

As an AirPlus Corporate Card holder, you also enjoy access to up to 30% off at selected hotels worldwide. Take a look for yourself and book at HRS – Das Hotelportal .

By choosing a hotel with a Green Stay label, you can also contribute to sustainable travel.

Please note that bookings for business travel may be subject to your company's internal travel policy requirements.

Miles & More award miles* collection function

By activating the Miles & More award miles collection function, you can collect valuable award miles with your AirPlus Corporate Card.

The function is available if your employer, as the official contractual partner for the corporate cards, has agreed to its use. An annual fee is charged for using the collection function.

For every full euro spent on the corporate card, one award mile will be credited to your personal Miles & More mileage account.

Please note that no award miles will be credited for any cash withdrawals or any charges incurred for using the card that are shown on the statement.

Interested? Then check your authorization and apply for your Miles & More award miles collection function easily via the AirPlus Portal with your personal access data under "important documents".

Important information

The fee for using the Miles & More award miles collection function will be charged to your AirPlus Corporate Card once a year. The function can be cancelled at any time, at the latest four weeks before the renewal of the next year, via your personal AirPlus Portal access. Otherwise, it will end automatically when your AirPlus Corporate Card is cancelled.

To participate, you need an existing Miles & More mileage account. If you are not yet participating in the Miles & More program, please apply in advance via Miles & More at https://www.miles-and-more.com/de/en.html

Use of the Miles & More mileage account is subject to the terms and conditions of the Miles & More program of Miles & More GmbH, which you have agreed to via your membership with them.

*This is a third-party service that is not provided by AirPlus and is subject to the applicable terms and conditions of the third party.