FREQUENTLY ASKED QUESTIONS

  • GENERAL
    • Is the Corporate card accepted everywhere?

      Yes, as they are issued by Visa and/or Mastercard, they are widely accepted.

    • Is there a fee for making payments with the card?

      There is no charge for payments within the euro zone. For payments outside the euro zone, you have a very advantageous exchange rate. For more details, please consult our pricegrids.

    • My monthly statement features a transaction I did not make. How can I dispute this transaction ?

      The relevant dispute forms of each card can be found here. You will need to fill in, sign and return the form to AirPlus International SA/NV, Keizerinlaan 66 Boulevard de l’Impératrice, B-1000 Brussels.

    • My personal situation has changed (new address, new bank account,...). Can I notify this ?

      Every change in your personal situation should be reported immediately to our Customer Service Center. Please choose the most convenient of contacting us for you here.

    • What do I do in case of loss or theft of my Corporate Card?

      Call +32 (0) 2 400 37 90 immediately, it's available 24 hours a day, 7 days a week. This is the only number you should use: your card will immediately be blocked electronically worldwide. Note and carefully keep the file number communicated to you. A new Payment Card and secret code (Pincode) are immediately created and sent to the address registered in our system.

    • Where will my card, Pincode and statements be sent?

      Depending on the contractual agreement with your employer for one of our Corporate Solutions, the Corporate Card and Pincodecode will be send either to the company address to the attention of the programme administrator or the address of the cardholder as registered in our systems. Are you enjoying one of our Consumer solutions, this information will be send to the address mentioned on the application form. You will first recieve your Pincode code by post, followed by the card a few days later. The statements are available online via MyWebReporting (free of charge). If you're not registered online, a fee will be charged to receive your paper statements at your private address.

    • My expiry date is nearby, do I need to order a new Corporate Card?

      All our cards expire after 5 years. About 4 weeks before the expiry date, a new card is created automatically and is sent to the address registered in our system. You should then destroy the previous card.

    • Where to change my Pincode code?

      You can change your Pincode code in every ATM of ING, AXA, Crelan and Argenta in Belgium only.
      You can find the bank agencies of those banks on the following links: ING ,AXA ,Crelan ,Argenta

    • How can I raise/lower the credit limit on my Corporate Card? Can this be changed permanently/temporary?

      Every change to the credit limit of your Corporate Card should be asked in writing. You can send an e-mail to services.be@airplus.com. Please make sure to mention your name, customer reference (starting with CH), expiry date and whether the change should be permanent or temporary (add the period). If you hold a Corporate Card with private liability, please join a copy of your ID and a proof of income.

      Are you in desperate need of a limit increase while traveling abroad? Call our Customer service immediately at +32 (0) 2 400 37 90.

    • How do I apply for a Corporate Card?

      If you are interested as a company in one of our Corporate solutions, please fill in this contact form.
      Is your company already registered as an AirPlus International SA/NV customer, please contact your program administrator in order to apply.

      Interested in one of our Consumer solutions? For more info and the application form, select the card of your choosing: Brussels Airlines Miles & More Mastercard or Mastercard Gold.

    • How much cash can I withdraw?

      If you are enjoying one of our Corporate solutions, it depends on the contractual agreement with your employer, the cash withdrawal function has been activated or blocked. If Cash withdrawal is activated, the cash withdrawal from an ATM or a bank counter is limited to € 600 per 4 consecutive days for both our Corporate solutions and Consumer solutions. Cash withdrawal at exchange office is limited to the amount of your credit limit.

    • How to activate my direct debit procedure ?

      The SEPA Direct Debit form is available for each type of card in our document section. Please fill out this document and send it to:
      AirPlus International SA/NV - Customer Service, Keizerinlaan 66 Boulevard de l’Impératrice, B-1000 Brussels, Belgium or sepamandates.be@airplus.com

    • I forgot/lost my Pincode, can I get a new one?

      You should contact AirPlus International SA/NV Customer Service Center at +32 2 400 37 90 to ask for a new secret code (Pincode). Your new Pincode will be sent to the address registered in our system within 5 working days. In order to activate your new Pincode, please make first a transaction in Belgium (Cash withdrawal or in a shop) before using your Card abroad. You can then safely use your new Pincode for all your transactions worldwide.

    • I have a question concerning my statement, where can I get help?

      You can contact our Customer Service Center at +32 2 400 37 90 for all questions concerning your statement, annual fees, payments,... Our Customer Service Center can also be reached by e-mail at services.be@bairplus.com.

    • I have received an e-mail requesting my credit card information. What should I do?

      On a regular basis malicious e-mails (so-called 'phishing') are being circulated, requesting personal credit card information. Please do NOT respond to these e-mails and do NOT click on the included link. BCC, MasterCard or Visa will NEVER ask for confidential Card information by e-mail. If you did click on the link in the e-mail, please contact Card Stop immediately +32 (0 2 400 37 90 to have your card blocked. Do not respond to these kind of e-mails and inform the Federal Police via www.ecops.be. You will find more information about how to protect yourself against malicious e-mails on https://www.safeinternetbanking.be/en.

    • I would like to cancel my Corporate Card. Which procedure do I need to follow?

      Corporate Card holders need to send their confirmation of cancellation to AirPlus International SA/NV by e-mail to services.be@airplus.com. Please make sure to mention your name, customer reference (starting with CH), expiry date and the reason of cancelling the card. Please also inform the program administrator within your company.

    • I have a question regarding insurances. How do I proceed?

      For all questions in regards to the insurances linked to your card, we kindly advise you to contact our insurance company AIG directly:
      Email: Claims.be@AIG.com
      - T: +32 (0)2 739 96 50
      In your request, please use polis number: 2040161
      They will do the necessary and keep you informed. The insurance declaration forms can be downloaded on Documents.

    • My Corporate Card is damaged. How can I get a new one?

      Our Customer Service Center will send you a new Payment Card, bearing the same card number as your damaged card. A fee of €25.00 will be charged for card duplication. You can contact our Customer Service via services.be@airplus.com or +32 (0) 2 400 37 90. 

    • As a Program Administrator, can I view cardholder transactions and private contact information?

      In accordance with prevailing data protection legislation, AirPlus International SA/NV is no longer able to communicate to Program Administrators information regarding Visa/Mastercard Corporate cards with private liability. For all questions or modifications the cardholder must personally contact our Customer Services on
      +32 (0) 2 400 37 90 or by email: services.be@airplus.com.

    • Can I have access as a cardholder or Program Administrator to an online portal?

      As a cardholder or a program administrator you can have access to 'MyWebreporting', the online portal of BCC. Please consult this link where a full Q&A is available for you on this topic.

  • 3D SECURE
    • What is 3D Secure?

      The 3D Secure service is an internationally recognised identification standard for online payments. It was conceived to avoid fraudulent transactions and ensure that each card payment is performed by the actual cardholder.

    • Do all webshops use 3D Secure?

      No. Each online vendor decides whether to use 3D Secure or not. However the European PSD2 Regulation means that more and more online vendors will use 2 factor strong customer authentification.

    • Is 3D Secure free-of-charge ?

      Yes, the service is free-of-charge and linked by default to your card issued by AirPlus International SA/NV.

    • How does 3D Secure work for AirPlus International?

      During a transition period, when you make an online payment transaction using your VISA or Mastercard with an online vendor displaying the 3D Secure logs (see above), you will have the possibility to choose strong authentication of your purchase.

      We strongly advice you to define your password and to select strong authentication : SMS + static password. This method will increase the security of your online purchases and will be our unique standard in future.

      To define your password please use this link : https://acs.six-payment-services.com/airplus

      After the transition period, you will be obliged to activate your card for the 3D Secure service using an activation code which you will receive by post. You can however now already define your password and avoid this additional step, while increasing the security of your online transactions.

      If you have more than one card, you need to define your password for each card.


    • How can I validate a 3D Secure payment made with my card?

      When you use your card to pay on a website which uses 3D Secure, an intermediate screen will be displayed, and you will be able to validate the payment by selecting strong authentication, i.e. : a single-use code which you will receive by SMS and a static password which we recommend you should define in advance. You will then immediately be able to use two-factor strong authentication as required by European Regulation.

    • I’ve already defined a 3D Secure password, do I need to define a new one ?

      Yes, it is necessary to define a new password on our 3D Secure Portal : https://acs.six-payment-services.com/airplus, as the previously used password is no longer in service.

    • Do I need to activate the 3D Secure service on my card?

      Not straight away. However, you will need to activate the service in a few weeks. We will contact you in due course when this needs to be done.

    • I haven’t received the single-use code by SMS on my mobile phone. What should I do?

      Firstly check the strength and coverage of your mobile network.

      If you haven’t received the SMS within a few minutes, please restart your payment transaction.

      Finally, check your mobile phone number and if it isn’t correct, please contact our customer service team:
      E: services.BE@airplus.com
      T: +32 (0) 2400 37 90

    • My mobile number has changed, what should I do?

      Please contact our customer service team:
      E: services.BE@airplus.com
      T: +32 (0) 2400 37 90

    • I forgot my password or I want to change my password, what should I do?

      You need to redefine a new one using the 3D Secure Portal, please use the following link: https://acs.six-payment-services.com/airplus