Ex gratia/Compensation payment Card

Einleitung

The Ex-gratia/Compensation Payment Card can be used to pay for goods and services in millions of locations worldwide that display the MasterCard® Acceptance Mark;

or to withdraw local currency from millions of cash machines (ATMs) that display the MasterCard Acceptance Mark.

Although the MasterCard Acceptance Mark may be displayed, the Card may not operate in some countries, due to restrictions. Please verify the list of countries with restrictions at www.cashpassport.com.

This site contains important information to help you use your Card. Please take some time to read the information provided below.

When you receive your card

If you have not already done so, sign the signature strip on the reverse of your card immediately using a permanent ball-point ink pen.

You should have read the important advice about using your Personal Identification Number (PIN) and destroyed that panel of the card carrier.

Remember to retain the panel containing the Card Fees and Limits/Terms and Conditions.

Using your card

Your compensation amount available and the card validity period are noted on your card carrier. Remember to retain this panel of your carrier and refer to it as you use your card.

Click on the appropriate link below to view more information about using your card.

komprimiertanzeigenYour Personal Identification Number (PIN)

It is important to memorise your PIN to prevent unauthorised card use. If you must write down your PIN, disguise it and keep it separate from your Card and in a secure location. You must never allow anyone else to use the Card or PIN.

Your card will be disabled and the funds lost if you use the incorrect PIN 3 times within 24 hours.

If your PIN has been lost, stolen or forgotten, it cannot be re-issued to you and it will not be possible to use the Card at ATMs. The Card may still be able to be used at some merchants who accept mag stripe cards.

komprimiertanzeigenWithdrawing cash from ATMs

To withdraw money, insert your card into the ATM and follow the instructions provided on the screen. You will often be able to see the instructions in the language of your choice. Enter your PIN and the amount you want to withdraw in local currency+.

Your cash will be dispensed in the currency of the country you are in.

ATMs will typically show the card balance available to you via your card converted to the local currency e.g. a Japanese ATM will show you the balance in Yen. This also applies for printed balances. Please remember that amounts will be approximate due to exchange rate fluctuations.

MasterCard Global ATM Locator

komprimiertanzeigenMerchant payments

When using your Card to pay for goods or services at merchants, e.g. restaurants, hotels and shops, you will be asked to authorise the transaction by using the PIN that you received for the Card or signing a receipt.

Merchants that accept the Card are required to seek authorisation for all the 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 some in-flight purchases, car park vending machines and toll booths.

Your card will have been issued in one of three currencies, Sterling (£), US Dollars ($) or Euros (€). However it is possible to purchase goods in any currency. See section on Foreign Exchange Margin, for transactions in currencies other than the currency of the card.

Split payments

Note that requests for amounts in excess of the value left available via your Card will not be authorised. At a merchant location you can combine your Card with another form of payment if the merchant supports partial payments. Notify the cashier before paying and confirm the amount that you wish to deduct from your Card. Ensure that this Card is processed first.

Specific usage occasions

Please also note the important information about specific usage occasions (see below).

Pre-authorisation

Due to the reasons outlined in the link below we would recommend that you do not use your Card to pre-authorise expenditure.

Hotel reservations, vehicle rental and cruise lines.

It is not recommended that you use your Card as a guarantee of payment (usually for hotels, car hire and cruise lines). These companies may estimate the bill, and if you use your Card as a guarantee for the estimated amount, the funds will be temporarily unavailable to access or spend. You can, of course, use your Card to settle your final bill.

If you provide your card as guarantee of payment, for example at hotels or vehicle rental companies, the staff at these locations will estimate the amount of your expenditure and verify that your card has access to sufficient funds to pay your estimated bill. This pre-authorised amount will be held against your card, making it unavailable for other purchases.

When you settle your final bill, the merchant or service provider should usually release the hold on these funds. However, it may take up to seven days for the held amount to clear.

Due to the above reasons, and the potential amounts involved, we would therefore recommend that you do not use your card to pre-authorise expenditure.

Tips, service charges and other variable costs (also known as ‘tolerance’)

When using the Card at certain merchants including bars and restaurants, an additional amount (typically 10% - 20%) is automatically added as an anticipated service charge or tip, temporarily reducing the balance on the Card. When the Card is used to purchase fuel at an automated fuel pump, the Card must have a minimum balance of typically between GB £10-£50 or currency equivalent. This is to ensure there are sufficient funds available to cover the final cost of the transaction and to reduce the risk of a negative balance arising on the Card. If your actual service charge or tip is less than the additional amount added or you spend less than the minimum amount when purchasing fuel, it may take up to seven (7) days from the date of the transaction before the difference is available to spend. Only the actual amount of the final bill agreed between you and the merchant will be deducted from the Card.

Here are the details of the merchant locations where this might occur, and the percentages/fixed amounts that are likely to be added:

Restaurants (or other eating places) 10%
Bars (or other drinking places) 10%
Automated fuel dispensers GB £10 (or currency equivalent)
komprimiertanzeigenReturning a purchase

Each merchant location has its own returns policy, however if you are entitled to a refund for any reason (excluding disputed transactions), for any goods or services purchased using the Card, this will be made to the Card.

Please remember that your Card is only valid for the validity period noted on your Card carrier. If a refund is made to your Card after the validity period has expired, the funds will be forfeit.

komprimiertanzeigenAvailable balance

To keep track of the funds remaining accessible via your Card, we would suggest you keep your receipts and remember to include any ATM withdrawal fees. For transactions in currencies other than the currency of the Card, remember that amounts will be approximate due to exchange rate fluctuations+.

ATMs will typically show the balance available via your card in local currency e.g. a German ATM will typically show you your balance in Euros so you know how much you can withdraw from that ATM. This rule also applies for printed balances.

If you have a question about your transactions or would like to know the balance of your Card, please complete the online form so that we can obtain your information. An e-mail will be sent with your transaction list usually within 24 hours.

+Merchant transactions and ATM withdrawals in a currency other than the currency of the Card will be exchanged to the currency on the Card at an exchange rate determined by MasterCard on the day the transaction is processed with a 5.75% margin applied.

komprimiertanzeigenMasterCard Global ATM locator

The ATM Locator provides an online guide to the location of ATMs worldwide that accept MasterCard. This website is managed by MasterCard and holds the most up to date information on all MasterCard cash machines around the world++. The majority of airports served by British Airways have an ATM or merchant which accepts your Card.

++The information provided through the above link is for general information only. The ATM descriptions have been provided to MasterCard by the relevant institutions. It is possible that information may be inaccurate or may have changed. We do not assume responsibility for the accuracy of this information.

MasterCard Global ATM Locator

komprimiertanzeigenOnline purchasing - address verification

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.

komprimiertanzeigenStrittige Geldautomaten- oder Verkaufspunkttransaktionen

In the unlikely event that an ATM fails or you believe that an unknown withdrawal has been made against your Card please complete the online form in order that your dispute can be investigated and any due funds reimbursed. The investigation will start immediately and be completed as soon as possible.

  • Some investigations may take up to six months.
  • If we need further information we will contact you.
  • If you still have the card you can continue to use it until the balance has been withdrawn or the card expires.
  • It is not possible to reimburse the card. Therefore any reimbursements will be sent to you separately.
komprimiertanzeigenLost or stolen cards

In accordance with the Terms and Conditions of the Card (as printed on the Card carrier), in the case of loss or theft of this Card, no refund or replacement will take place.

komprimiertanzeigenExpired/fully encashed cards

The expiry date printed on the front of your card will be approximately five years, which is in line with standard card issuing procedures.

However, please note that due to the specific nature of the circumstances in which your Ex-gratia/Compensation Payment Card has been issued, your Card will only be valid for three months from the date it was issued to you.

The issue date is detailed on your card carrier and it is important that you note this. After the validity period of three months, any funds remaining via your card will expire.

Remember that when your card expires or you have fully withdrawn your compensation amount, it should be destroyed by cutting it in half.

komprimiertanzeigenCard fees and limits

British Airways has covered the cost of your Card and the processing costs for the first 2 ATM withdrawals**. It is also possible to use your Card, free of charge**, to pay for goods and services at millions of locations worldwide (e.g. at shops, hotels, retail outlets, restaurants etc) that display the MasterCard Acceptance Mark.

There are some services for which a fee or limit will be applied. Here are the full details:

Fees

Usage at merchants e.g. shops, hotels, retail outlets etc. Free**
First 2 cash machine withdrawals Free**
Subsequent cash machine withdrawals $3.00/£1.75/€2.25**

**Amounts will be approximate, due to exchange rate fluctuations and charges for transactions or ATM withdrawals in currencies other than the currency of the Card. Some ATM operators and merchants may charge a fee or set their own limits. Please confirm whether any fees or limits apply, before making a withdrawal or purchase.

Merchant transactions and ATM withdrawals in a currency other than the currency of the Card will be exchanged to the currency on the Card at an exchange rate determined by MasterCard on the day the transaction is processed with a 5.75% margin applied.

Limits

ATM withdrawal limit:
Some ATM providers may limit the amount that can be withdrawn in one transaction. This will vary from country to country and by ATM provider.

The validity period:
The funds accessible via your Card will be available for 3 months from the date the Card is issued. After this time any funds remaining available will expire and it will not be possible to use the Card. Any attempts to spend or withdraw cash after this time will fail. An expiry date of no more than five years will be printed on the front of your actual Card, which is in line with standard card issuing procedures. However due to the specific nature of the circumstances in which your Card has been issued, please do remember that your Card will only be valid for three months from the date it was issued to you.

Foreign exchange margin

Merchant transactions and ATM withdrawals in a currency other than the currency of the Card will be exchanged to the currency on the Card at an exchange rate determined by MasterCard on the day the transaction is processed with a 5.75% margin applied.

komprimiertanzeigenHäufig gestellte Fragen

I have lost my PIN and cannot remember the number, what should I do?

If your PIN has been lost, stolen or forgotten it cannot be re-issued to you. It will not be possible to use the Card at ATMs, however it is still possible to use the Card at merchants, e.g. shops, retail outlets, restaurants etc. where transactions can be authorised by signing a receipt.

My card has been lost/stolen, what should I do?

In accordance with the Terms and Conditions of the Card (as printed on the Card carrier), in the case of loss or theft of this Card, no refund or replacement will take place.

How can I obtain details of the remaining balance accessible via my card?

Some ATMs will be able to provide you with these details (see section on Available balance). Alternatively, please provide us with a few details so that we can obtain your information. An e-mail will be sent with your transaction list usually within 24 hours.

How long is my card valid for?

Three months from the date of issue. The issue date is detailed on your Card carrier and it is important that you note this.

An expiry date will be printed on the front of your actual Card, which is in line with standard card issuing procedures. However due to the specific nature of the circumstances in which your Card has been issued, please do remember that your Card will only be valid for three months from the date it was issued to you.

After this validity period of three months, any funds remaining accessible via your Card will expire.

What happens if there are any funds remaining accessible via my card when it expires?

The funds will expire at the end of the validity period. You should therefore spend any funds remaining accessible via your Card or withdraw these from an ATM displaying the MasterCard Acceptance Mark before the end of the validity period.

Where is my nearest ATM?

MasterCard Global ATM Locator

Will there be any fees for using this card?

There may be some fees. Please see the Card fees and limits section for more details.

I would like to make a purchase with my card but do not have enough funds remaining accessible via my card to cover the entire purchase. What should I do?

If the merchant supports partial payments, you can combine your card with another form of payment at a merchant location. You should notify the cashier before paying and ensure that your Card is processed first. Please note that if you use your Card at an automated fuel dispenser or your Card must have a minimum balance. Please see the section on Split payments and Tips, service charges and other variable costs.

komprimiertanzeigenGeschäftsbedingungen
  1. You agree to accept this Card as the method of payment of your compensation under Article 7.3 of Regulation (EC) no 261/2004. This does not affect any of your other statutory rights.

  2. Please note that in the case of loss or theft of this Card, no refund or replacement will take place. ATM usage will be disabled if the incorrect PIN is used 3 times within 24 hours. The funds are still accessible by signing for your purchase at most outlets displaying the MasterCard® Acceptance Mark.
  3. After the validity period (3 months from date of issue), any funds remaining accessible via the Card will expire. Some ATMs will provide you with your Card balance.
  4. Visit www.ba.com/egpc or phone +44 (0)344 493 0787 for customer information.

Kontakt

We hope the Ex-gratia/compensation payment card provides you with the highest level of service and convenience. Our aim within Customer Relations is to maintain a relationship with our customers after they have travelled, and to ensure they wish to travel with British Airways again. However, if you encounter problems, please contact Customer Relations.

British Airways Ex gratia/Compensation payment Card is issued by R. Raphael & Sons plc, pursuant to license by MasterCard® International Inc. MasterCard is a registered trademark of MasterCard International Incorporated. R. Raphael & Sons plc (Company Registration No.1288938) has its head office and registered office at 19-21 Shaftesbury Avenue, London W1D 7ED, England. R. Raphael & Sons plc is a Bank, authorised by the UK Prudential Regulation Authority and regulated by the UK Financial Conduct Authority and the UK Prudential Regulation Authority under registration number 161302 and are permitted to issue e-money.