Swiipr Mastercard® Welfare Card
Frequently Asked Questions

WHAT IS A SWIIPR CARD?

The Welfare card has been issued to you to provide care and assistance during your delay as agreed between you and your airline. The card is a Mastercard and is available in three currencies currently, GBP, USD and Euro. You can use your card at any food & beverage, pharmacy or newsagent stores at the airport that displays the Mastercard Acceptance Mark.

WHAT DO I NEED TO DO WHEN I RECEIVE MY SWIIPR CARD?

If you have received a physical card then it is ready to use in any of the food & beverage, pharmacy or newsagent stores in the terminal building. Where your card is virtual you will receive a link on your mobile device to download the Swiipr App and add your card into your Apple Pay or Google Pay wallet. Follow the instructions on your phone to add the card to your wallet. Once added to your wallet, your card is ready to use.

HOW CAN I FIND OUT MY PIN?

The physical Welfare card is a magstripe card and there is no PIN required as they work like gift cards. The retailer may ask you to sign the receipt. If you have added a virtual card into your mobile wallet, the payment verification is your device security, i.e. face ID, pattern, or device pin.

WHAT IS THE SWIIPR MOBILE APP?

The Swiipr app enables your travel operator to disburse funds via the Swiipr app which is available on iOS and Android.

WHAT IF I DO NOT RECEIVE A CODE VIA SMS?

If you did not receive an SMS with a code to register or sign into your account, please check that: • There are no issues with your mobile network. • You do not have any type of SMS blocking enabled. • If you are abroad and do not receive an SMS with the code, ask your mobile operator to make sure you can receive SMS messages when abroad.

HOW LONG WILL IT TAKE FOR FUNDS TO APPEAR ON MY CARD?

Funds will be available on the card from the moment you receive it or once you have put them in your mobile wallet.

CAN I ADD FURTHER FUNDS TO MY SWIIPR CARD?

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

WHERE CAN I USE THE SWIIPR CARD?

You can use your Welfare card at any food & beverage, pharmacy, or newsagent stores at the airport that accepts Mastercard cards. The card can be used in certain hotels or taxis but this will be advised to you by your airline. If the card is virtual it can be used to pay Retailers in-store where Card payments via Apple Pay or Google Pay wallets are accepted.

WHAT IF A RETAILER REFUSES TO ACCEPT MY SWIIPR CARD?

If a retail store refuses to accept your physical card, please show the retailer the Mastercard acceptance mark and ask to have your card swiped through the point of sale (POS) machine. If it still fails, please in the first instance report this to your airline.

CAN I WITHDRAW CASH AT AN ATM?

No, the card is provided by the airline to offer care and assistance during a delay.

CAN I VIEW MY BALANCE?

If you have received a physical card, you can view your balance using the quick balance checker tool on our website https://card-services.swiipr.com/balance-check/ Simply enter the card sequence number which can be found on the back of the card. Please do not enter the 16 digit card number on the front of the card. If you have received a virtual card your balance will be available in your Swiipr App.

WHAT HAPPENS IF MY SWIIPR CARD IS LOST OR STOLEN?

If you lose your physical Welfare card, or if your card is stolen or you suspect that your card has been used by someone else other than yourself, then please contact your airline for assistance.

WHAT HAPPENS IF I NEED TO RETURN AN ITEM I HAVE PURCHASED?

As the card is only for limited use during your disruption, refunds will not be permitted back on to the Welfare card. Please ensure you are happy with what you are purchasing prior to using the card.

ARE THERE ANY CARD FEES OR LIMITS ASSOCIATED WITH MY CARD?

If you make a transaction in a currency other than the currency of the card you will be charged an out of currency service charge (FX Fee) of 2.75%. The amount of the transaction, as converted to the currency of the card, together with the FX Fee will be deducted from the balance on the card. The limit is the balance available on the card and any attempt to spend more than the balance on the card will result in the transaction being declined.

WHAT HAPPENS WHEN MY SWIIPR CARD EXPIRES?

The physical card will have an expiry date printed on the card (approximately 5 years), however, due to the specific nature of the Welfare Card, the funds on the card will only be available to spend until the card is cancelled by the airline, which typically will be a few hours after the card was issued (for example, once your delayed flight departs). If you have a virtual card, please manually delete the card from your wallet after your flight has departed.

WHAT ARE THE FULL TERMS OF USE OF MY CARD?

The full terms of use for the Welfare card are available on the Swiipr website https://swiipr.com/welfare-cards-terms-of-use/. If you have received a virtual card these can be found in your Swiipr App.