SAS EuroBonus. Travel Cash. Frequently Asked Questions

Transcription

1 SAS EuroBonus Travel Cash Frequently Asked Questions

2 YOUR MOST COMMON QUESTIONS ABOUT TRAVEL CASH 5 Q. How can I request a EuroBonus member Card with Travel Cash? 5 Q. Does it cost anything to get Travel Cash? 5 Q. I have requested a Travel Cash card and it has not arrived yet. When should I expect it? 5 Q. Am I eligible for a EuroBonus member Card with Travel Cash? 5 Q. Can I get a Travel Cash card even if I am not a EuroBonus member? 5 Q. Can I get a card if I am under 18 years old? 5 Q. What is EuroBonus Travel Cash feature? 5 Q. Why does my card have a MasterCard logo? Is this a credit card? 5 Q. What is a prepaid card? 5 Q. Why has SAS added this feature to the EuroBonus member Card? 6 Q. How many EuroBonus points will I earn? 6 Q. Can I use the card to identify myself at the airports? 6 Q. How does the contactless shopping feature of my card work? 6 Q. Will I continue to enjoy all of my other EuroBonus member benefits? 6 Q. Why does my card look different to my credit card or other MasterCard cards? 6 GETTING STARTED WITH YOUR EUROBONUS TRAVEL CASH CARD 6 Q. How do I get started? 6 Q. How do I turn ON the new Travel Cash feature of my card? 7 Q. How do I add money to my Travel Cash card? 7 Q. Am I required to turn on the new Travel Cash feature of my card? 7 Q. When should I add money onto my active Travel Cash card? 7 Q. What currencies can I add onto the Travel Cash Card? 7 GETTING AND CHANGING YOUR PIN 7 Q. Will I need a PIN to use the Travel Cash feature of my card? 7 Q. How do I get a PIN? 7 Q. Can I change this PIN to a different one of my own choice? 7 Q. What do I do if I forget my PIN? 8 ADDING AND MANAGING MONEY WITH YOUR TRAVEL CASH CARD 8 2

3 Q. How many currencies can I store on my Travel Cash card? 8 Q. How do I spend in foreign currencies? 8 Q. Which currencies should I keep in my Travel Cash Account? 8 Q. What is the exchange rate when I transfer money between the foreign currency wallets? 8 USING YOUR TRAVEL CASH CARD TO MAKE PURCHASES OR GET CASH 8 Q. How do I use my card? 8 Q. How do I put the card into the Payment terminal or ATM? 9 Q. Can I use the card for payments with no money on it? 9 Q. What happens when I use my card to make a purchase or get cash? 9 Q. Can I use my Travel Cash card on a SAS flight to purchase food or other goods for money? 9 Q. Can I use my Travel Cash card on a SAS flight to purchase food or other goods for EuroBonus points? 9 Q. What happens in countries that use currencies which cannot be stored in my Travel Cash card? 9 Q. Do I need to move money into a currency wallet to spend in that country/currency? 9 Q. Where is my 3 digit security code (or CVC code)? 9 Q. What happens if I try to use the Travel Cash card and I have no money on the card or not enough money on the card? 9 Q. Can I use the card on the internet? 10 Q. What should I do if the payment terminal or ATM asks me to convert the transaction into a different currency? 10 GETTING CASH AT ATMS 10 Q. Can I use my card to get cash at ATMs? 10 Q. Can I withdraw any currency of my choice at an ATM? 10 Q. How much can I withdraw from an ATM each day? 10 Q. What is the fee for ATM withdrawals? 10 MANAGING YOUR TRAVEL CASH ACCOUNT 10 Q. How do I check my Travel Cash account balance? 10 Q. How do I get the Travel Cash App? 10 Q. How can I view my transaction history? 10 Q. How long will it take for points to arrive to my EuroBonus account? 11 Q. How do I change the order in which currencies will be used? 11 Q. Can I receive free transaction alerts? 11 3

4 Q. How much money can I keep in my Travel Cash Account? 11 Q. What if I forget my Card PIN? 11 Q. What if I enter the incorrect PIN when making a purchase or at an ATM? 11 Q. What happens when my EuroBonus member Card expires? 11 Q. What do I need to do when I receive a new Travel Cash card? 11 Q. Can I get additional cards for other family members? 11 Q. What happens if I move abroad? 11 Q. What should I do if my card is lost or stolen? 12 Q. What is the Virtual Card? 12 Q. What should I do if my Travel Cash card is not working at a retailer or at an ATM? 12 Q. How do I file a dispute if there are transactions on my Travel Cash card which I didn t make? 12 Q. How long does it take for my funds to be available after I have filed a dispute? 12 Q. What should I do if I don t receive all the cash I requested from the ATM? 12 Q. What is the difference between a pending transaction and a posted transaction? 12 Q. What are transaction alerts for Travel Cash card? 12 Q. Is there any time I shouldn t use my Travel Cash Card? 13 FEES AND LIMITS 13 Q. What are the fees and charges associated with the Travel Cash feature? 13 Q. What are the spending or funding limits associated with the Travel Cash feature? 13 OTHER QUESTIONS? 13 4

5 Your most common questions about Travel Cash Q. How can I request a EuroBonus member Card with Travel Cash? It s easy. If you are a resident of Sweden, Norway, Denmark or Finland with a corresponding address and are 18 years of age or older, you can request a member card with Travel Cash by logging into flysas.com/travelcash and requesting a card with the Travel Cash feature. Q. Does it cost anything to get Travel Cash? No, it s free to order and one of many valuable features you get as a member in the EuroBonus program. Q. I have requested a Travel Cash card and it has not arrived yet. When should I expect it? If you meet the Travel Cash qualification requirements and have successfully requested a card from flysas.com/travelcash, then your new card will be mailed to your registered mailing address. If you have not received your new EuroBonus card after 5 to 10 days then call us locally on or abroad: Our office hours are , Monday - Friday. Q. Am I eligible for a EuroBonus member Card with Travel Cash? You can get an EuroBonus member Card with Travel Cash if you are a EuroBonus member aged 18 or over who is a resident of Sweden, Norway, Denmark or Finland and have a corresponding address in one of these countries. Since the EuroBonus member Card with Travel Cash is not a credit card, no credit check is required. Q. Can I get a Travel Cash card even if I am not a EuroBonus member? Yes, if you meet the Travel Cash eligibility criteria, then you may request the Travel Cash card during the sign up process to become a new EuroBonus member. You may register for EuroBonus membership here. Q. Can I get a card if I am under 18 years old? Unfortunately we cannot send a Travel Cash member card to anyone less than 18 years old. However once a EuroBonus member becomes 18, they may request a new EuroBonus member Card with the Travel Cash feature. Q. What is EuroBonus Travel Cash feature? It s a feature of your EuroBonus member Card that enables you to: Earn unlimited EuroBonus points on your payment card purchases. Pre-load your local currency, to your secure Travel Cash account. See the load options when you log into your account at: flysas.com/travelcash Make purchases and access ATMs around the world where MasterCard cards are accepted. Lock in foreign currency exchange rates when you convert your local currency to one of the 11 other supported currencies. Avoid foreign currency and international transaction fees when you make purchases in the supported local currency of the country where you re traveling. Q. Why does my card have a MasterCard logo? Is this a credit card? It s not a credit card. The EuroBonus member Card with the Travel Cash feature is a MasterCard prepaid debit card. With Travel Cash, EuroBonus members gain control by only spending the money they added to the Travel Cash card and by locking in foreign currency exchange rates to reduce fees & costs when traveling abroad. The Travel Cash feature is not linked to your personal bank account and does not offer any credit. Also, since the Travel Cash feature is not a credit card, no credit check is required to be eligible for the new card. Q. What is a prepaid card? It s a secure MasterCard prepaid card that allows you to: Add your own money Add money periodically as your available balance is depleted or whenever you wish to spend more 5

6 Control spending by only adding the amount of money you wish you spend Enjoy added security because it protects your money if the card is ever lost or stolen Q. Why has SAS added this feature to the EuroBonus member Card? The Travel Cash feature is ideal for any EuroBonus member because it expands your reward opportunities and it allows you to earn EuroBonus points on purchases both at home and abroad! The Travel Cash feature also lets you avoid the risk of carrying cash when traveling abroad. It also reduces your travel costs by locking in the foreign currency exchange rates before your trip. You can choose from 11 other currencies in which you may convert your local currency to ensure that you lock in foreign exchange rates before you travel and eliminate international transaction fees when making purchases in countries where the Travel Cash currencies are supported. Q. How many EuroBonus points will I earn? With the Travel Cash feature of your EuroBonus member card, you now have the ability to earn EuroBonus points on all eligible purchases made using the Travel Cash card. You will receive: 5 POINTS for each 10 Euro spent in your home country 10 POINTS for each 10 Euro spent abroad Note: Eligible purchases exclude ATM withdrawals, cash-back payment terminal transactions, fees and charges, account adjustments, reversed transactions and gambling transactions. Q. Can I use the card to identify myself at the airports? Yes, when you travel to airports that support SAS self-service check-in, you can use the mag stripe or chip of the EuroBonus Card with Travel Cash to easily and convenient identify yourself. Q. How does the contactless shopping feature of my card work? This feature lets you make everyday purchases quickly and safely with just a tap of your card at any merchant location where you see the universal contactless symbol. Just look for this symbol at retail stores, fast-food restaurants, pharmacies, transit points of entry, grocery and convenience stores, even taxicabs and vending machines, in fact wherever the MasterCard PayPass contactless payments are accepted. Please note that you first have to make one purchase using the card chip or magstripe and PIN code before you can start using contactless payments. Q. Will I continue to enjoy all of my other EuroBonus member benefits? Absolutely! All of your other EuroBonus benefits remain unchanged. That means you will continue to earn points just like always when flying on SAS and making purchases with our EuroBonus partners. In addition your member privileges and benefits remain unchanged. Q. Why does my card look different to my credit card or other MasterCard cards? The new EuroBonus member Card is specially designed to combine the best of EuroBonus and the Travel Cash feature into a single card, with two unique sides. The EuroBonus membership side includes your EuroBonus tier and membership account number. While the Travel Cash side of the card includes your MasterCard payment card number, expiration date and CVC (the 3 digits on the right side of the signature panel). You can make payments using Chip (located on the membership side of the card), by contactless, or by swiping the magnetic strip, which is cleverly located at the top of the Travel Cash side of the card. Getting Started with your EuroBonus Travel Cash Card Q. How do I get started? Once you receive your new EuroBonus member Card with the Travel Cash, please login on flysas.com/travelcash, to confirm your personal details and learn about the Travel Cash card services and benefits, including how to add money to our Travel Cash card and how to manage foreign currencies. 6

7 Q. How do I turn ON the new Travel Cash feature of my card? It s very easy and there is no charge. Just follow these simple steps: Go to flysas.com/travelcash, login and click on Active card. Answer a few questions so that we may verify your identity (as required by banking rules and regulations). Retrieve your secure 4-digit PIN code to be used when making purchases or taking cash from an ATM Add your local currency to your Travel Cash Card, exchange them to foreign currencies and begin your shopping! Q. How do I add money to my Travel Cash card? That s very easy too! After you activate your Travel Cash card, you can add money by transferring funds securely from your personal bank account in either of these ways: Log in at flysas.com/travelcash and: Select the "Load Funds" option Follow the instructions to transfer money from your personal bank account Or use the Travel Cash App (search for Travel Cash in Apple Stor and Google Play and follow the instructions to Load funds) Q. Am I required to turn on the new Travel Cash feature of my card? No, but we highly recommend you to do so! There is no cost to activate, plus you ll gain the ability to shop securely in your choice of 12 currencies while earning EuroBonus points on your card purchases. You can still use the card to identify yourself at the airport terminals, even if you haven t turn on the Travel Cash feature. Q. When should I add money onto my active Travel Cash card? You may add money to your Travel Cash card any time, as long as you add the money before you intend to make purchases or take out cash using an ATM. Q. What currencies can I add onto the Travel Cash Card? Swedish Kroner US Dollars Norwegian Kroner Great British Pound Danish Kroner Japanese Yen Euro Polish Zloty Hong Kong-dollar Singapore Dollars Swiss Franc Thai Baht Turkish Lira Getting and changing your PIN Q. Will I need a PIN to use the Travel Cash feature of my card? Yes, you will be prompted to enter a 4-digit PIN when using your card at ATMs and at merchants who use chip-enabled card readers. Q. How do I get a PIN? You will receive your secure PIN code when you activate your Travel Cash card at: flysas.com/travelcash. Q. Can I change this PIN to a different one of my own choice? Yes, you can do so easily at any MasterCard branded ATM that supports PIN Change. To change your PIN code at a supported ATM: Insert your card Enter your secure PIN originally presented to you at the time of activating your Travel Cash card Follow the prompts on the ATM to change your PIN to any new 4-digit number you prefer 7

8 Q. What do I do if I forget my PIN? You can find your PIN code if you go to and login to your Travel Cash account. Use the link Travel Cash Account in the left hand navigation and click on the tab Manage cards to view your PIN code. You can also find you Pin code in the Travel Cash App. Adding and managing money with your Travel Cash card Q. How many currencies can I store on my Travel Cash card? Your card can store up to 12 different currencies, including the home currency of your Travel Cash account. The home currency is the primary currency of your account and it is tied to the country where you reside. In other words, if you reside in Finland then the home currency is Euro. Q. How do I spend in foreign currencies? Once your Travel Cash card is added with money (such as Euro), then you can convert your money to any of the other supported currencies by using the Exchange feature. The complete list of Travel Cash supported currencies are as follows: Swedish Kroner US Dollars Singapore Dollars Norwegian Kroner Great British Pound Swiss Franc Danish Kroner Japanese Yen Thai Baht Euro Polish Zloty Turkish Lira Hong Kong-dollar The Travel Cash card allows funds to be held in any of the 12 supported currency wallets at any one time. To activate a new currency wallet, just transfer money from an existing wallet to the new currency wallet of your choice. To disable a specific currency wallet, simply transfer all funds from that wallet to another wallet of your choice. Q. Which currencies should I keep in my Travel Cash Account? We recommend you hold currencies that are accepted in the country or countries in which you are travelling. For example, if you are travelling in the United States we recommend that you exchange money to US dollars. If you intend to use your card in countries which don t use one of the supported currencies, we recommend you hold money in the home currency. Q. What is the exchange rate when I transfer money between the foreign currency wallets? Your Travel Cash card offers competitive exchange rates, which are updated continually and can be locked-in at the time you transfer money from one currency to another currency. You will be presented with a real-time foreign currency quote at the time you initiate a transfer of money from one currency to another. Once you are presented with the foreign exchange value of your requested transfer, you will be able to accept the rate and make the transfer, or reject the rate and not make the transfer. Please note, if you make a purchase in a currency for which there is not enough funds in the equivalent currency in your Travel Cash card wallet, then the Travel Cash system will automatically deduct the equivalent value of the purchase amount from another currencies held in your wallets at foreign exchange rates valid for the time of the purchase. Using your Travel Cash card to make purchases or get cash Q. How do I use my card? Once your Travel Cash card is active and you have added money, then you can use the card just like any other MasterCard debit card.. 8

9 Q. How do I put the card into the Payment terminal or ATM? It s easy, all you need to do is insert the card into the payment terminal with the chip facing up on the EuroBonus side of the card. If you need to swipe the card, simply locate the magnetic strip at the top of the Travel Cash side of the card and slide it along the reader of the payment terminal. You can use the Travel Cash card s contactless service by tapping the card as instructed by any terminal that supports MasterCard s PayPass service. Q. Can I use the card for payments with no money on it? The Travel Cash card feature requires money to be added to make purchases or withdrawal cash. However, you can continue to use the EuroBonus member services of the card with or without adding any money. You can still use the card to identify yourself at the airport terminals, even if there is no money on the card. Q. What happens when I use my card to make a purchase or get cash? At the time you make a purchase or withdrawal cash from an ATM, the Travel Cash card will automatically try to deduct money from the currency in which the transaction is made. For example, if you are making a purchase from a merchant located in the U.S. (online or in person) Travel Cash card will automatically attempt to withdraw money from your USD wallet. If there is sufficient money in your USD wallet to cover the transaction value, all funds will come from your USD wallet If the value of the transaction exceeds the balance in your USD wallet, but you have enough money in your other active wallets, Travel Cash will automatically deduct any additional money needed to cover the transaction from your other active wallets in the order you ve selected at the foreign currency exchange rates valid at the time of the transaction. Q. Can I use my Travel Cash card on a SAS flight to purchase food or other goods for money? Today, our card terminals onboard have no support for prepaid payment cards. When they are replaced, you will be able to pay with money for any goods with your Travel Cash Card. Q. Can I use my Travel Cash card on a SAS flight to purchase food or other goods for EuroBonus points? Since your Travel Cash card is your new membership card you just swipe the card when you pay and secure your payment with a debit or credit card. See previous question for further details. Q. What happens in countries that use currencies which cannot be stored in my Travel Cash card? You can still use your card! For example, if you are shopping in a country that uses Fijian Dollars, Travel Cash will automatically look to draw money from your local currency wallet, and then from any other active wallets, in the order you ve specified. This means you can count on your Travel Cash card to allow you to access all of your funds, in any of your foreign currency wallets, any time. Q. Do I need to move money into a currency wallet to spend in that country/currency? No, you don t have to worry if you forgot to transfer the money to the USD wallet before trying to make a purchase, Travel Cash will automatically try to deduct money from your home currency wallet first, and then from any other active currency wallets, in the order you ve specified, at the foreign exchange rate valid at the time of the transaction. For example if you travel to the United States and only have your local currency preloaded to your Travel Cash card, any USD purchases will be automatically deducted from the local currency at the exchange rate valid at the time of the transaction. Q. Where is my 3 digit security code (or CVC code)? Your 3 digit security code (CVC) is located on right side of the signature panel on the Travel Cash side of your card. The CVC is the 3 digit code that you need to use to make transaction on the internet or over the phone. Q. What happens if I try to use the Travel Cash card and I have no money on the card or not enough money on the card? Since the Travel Cash card is a prepaid debit card it does not provide any credit, so any transaction which has a total value greater than the total (equivalent) value of currencies held in the Travel Cash wallets will be 9

10 declined. If you have signed up for transaction alerts, you will receive an or a notification in the Travel Cash mobile App which will tell you why the transaction has been declined. Q. Can I use the card on the internet? Absolutely yes, you can use the Travel Cash card online to make purchases online. One way is to use the Virtual Card which is a new dynamic 16 digit card number, expiration date and CVC code associated with your existing, active Travel Cash card that can be used when making purchases online without having to use your physical card number. Q. What should I do if the payment terminal or ATM asks me to convert the transaction into a different currency? Overseas ATM operators and payment terminal at merchants may offer to convert the value of your cash withdrawal or purchase into a different currency other than the local currency (even if you have money in that local currency wallet). In this situation, the ATM or payment terminal is offering you a foreign exchange rate that is not provided by the Travel Cash card. To pay with the local currency in your Travel Cash wallet, you will need to decline the currency conversion offered by the merchant or ATM. Getting cash at ATMs Q. Can I use my card to get cash at ATMs? Yes, your Travel Cash card supports cash withdrawals in the local currency at more than 2 million ATMs worldwide that accept MasterCard. You will need to ensure you have sufficient money available in your account to cover the withdrawal amount plus any applicable ATM fees. You will not earn any EuroBonus points on ATM withdrawals. Q. Can I withdraw any currency of my choice at an ATM? You can only use your Travel Cash card to withdraw money from any ATM where MasterCard is accepted and in whatever currencies are supported by the local ATMs within the particular country you are visiting. Q. How much can I withdraw from an ATM each day? You have two free withdrawals each in your home country and abroad per month. Read more about this under the page Cardholder Tips and Know your fees on Some ATM operators may impose lesser limits. These limits are in place for your protection. Q. What is the fee for ATM withdrawals? Read more about this under Cardholder Tips on Some ATM operators may charge an additional fee for using their ATM which may or may not be disclosed when you make a withdrawal. Managing your Travel Cash account Q. How do I check my Travel Cash account balance? The quickest, easiest way to check your Travel Cash account balance is to login on flysas.com/travelcash or the SAS App, where you will find your Travel Cash balance. From here you can also access your personal Travel Cash account page for more details or in the dedicated Travel Cash App. Alternatively, you can make a Balance Inquiry at an ATM. Q. How do I get the Travel Cash App? You can download the Travel Cash App for free via the SAS app or directly from App Store or Google Play depending on your mobile device. Q. How can I view my transaction history? Simply log in to your account whenever you wish via the SAS App, in the Travel Cash App, or by visiting flysas.com/travelcash. 10

11 Q. How long will it take for points to arrive to my EuroBonus account? Points earned for eligible Travel Cash transactions are credited to your EuroBonus account once a month on the 15th. Eligible transactions exclude use at gambling merchants, cash at ATMs and over the counter cash at banks. Q. How do I change the order in which currencies will be used? It s easy. Just log in to your Travel Cash account either on flysas.com/travelcash or the Travel Cash App and select Manage Wallets to change the order of the automatic currency order. If you are transacting in a nonsupported currency or using Travel Cash within your home country, funds will always be drawn from your local currency wallet first. Q. Can I receive free transaction alerts? Yes. You can sign up to receive or mobile App alerts with real time reporting so you ll always know your current balances and be aware of any suspicious transactions. To learn more and sign up, use the Travel Cash App or log in on flysas.com/travelcash. Q. How much money can I keep in my Travel Cash Account? The maximum amount of money which may be added and held in your Travel Cash card is determined by multiple factors per the banking rules applicable to this service. For additional information visit under Cardholder Tips or the terms and conditions both available on Q. What if I forget my Card PIN? You may retrieve your secure PIN code from flysas.com/travelcash and log in to your Travel Cash account or use the Travel Cash App and select Display PIN code to be presented with the existing PIN code. Q. What if I enter the incorrect PIN when making a purchase or at an ATM? If you enter an incorrect PIN code three times, your Travel Cash card will be blocked and you will need to contact us locally on or abroad: to have the Travel Cash card un-blocked. Q. What happens when my EuroBonus member Card expires? The Travel Cash card expiry and the EuroBonus member qualification period are aligned. We will send you a replacement card in advance of any expiration or new qualification period. Simply activate the replacement card as soon as it arrives to enjoy uninterrupted access to your Travel Cash account. Q. What do I need to do when I receive a new Travel Cash card? When you get a new Travel Cash card in the postal mailing, you need to turn ON the Travel Cash feature on the new card (so that we can verify your identity and securely enable the Travel Cash features to be available). You can activate your new Travel Cash card on flysas.com/travelcash, in the Travel Cash app or via our call center. Please remember to sign your Travel Cash card immediately upon activation. Q. Can I get additional cards for other family members? Unfortunately, only one Travel Cash card may be issued to each eligible EuroBonus member. Q. What happens if I move abroad? The Travel Cash feature is only available to residents with a physical address in Denmark, Finland, Norway or Sweden. If you move to any other country, and change your address in your EuroBonus account you will no longer be able to add more money or earn EuroBonus points via the Travel Cash card. You will still be able to use the Travel Cash feature of your existing card for purchases and to withdraw money, however once your existing Travel Cash account has a zero balance, it will be closed and you will be issued a new EuroBonus member Card that does not have the Travel Cash feature. If you move back to any of the supported countries above and you wish to reopen your Travel Cash card, then please apply for the new card with your new physical address of that country. 11

12 Q. What should I do if my card is lost or stolen? Immediately report the loss and request a replacement in either of these ways: Log in at flysas.com/travelcash, visit the SAS App or Travel Cash App and select the Lost Card Service. Contact the call center by calling locally on or abroad: Our office hours are , Monday - Friday. A representative will be happy to cancel the card, review the last transactions with you, and order you a new card that will be shipped to the address in your EuroBonus profile. You can rest assured that Travel Cash offers high levels of security using PINs, chip technology, and security questions with answers that are only known to you. Q. What is the Virtual Card? The Virtual Card is a new dynamic 16 digit card number, expiration date and CVC code associated with your existing, active Travel Cash account that can be used when making purchases online without having to use your physical card number. Log in to your Travel Cash account on flysas.com/travelcash and go to Manage Cards, where you will have an opportunity to set up a virtual card. Q. What should I do if my Travel Cash card is not working at a retailer or at an ATM? If this happens please check that: Your Travel Cash card has been activated. You need to activate (and pre-load) your Travel Cash card at flysas.com/travelcash before you can use it to make purchases or withdrawal cash. You are using the correct PIN code. You will need to retrieve your PIN code from flysas.com/travelcash or the Travel Cash App. The retailer or ATM accepts MasterCard. You are trying to make a purchase for more than the available balance on your Travel Cash card account. You have entered your PIN incorrectly three times. If you have, your Travel Cash card will be locked and you will need to contact us locally on locally on or abroad: to have it unlocked. If you have checked all of the above and your Travel Cash card is still not working, please contact us locally on or abroad: for further support. Q. How do I file a dispute if there are transactions on my Travel Cash card which I didn t make? If you did not make certain transactions, you should: Immediately report your card lost or stolen to prevent further unauthorized use from occurring. Download the Dispute Resolution Form from flysas.com/travelcash, complete all the fields and it back to us to the address printed on the form. Q. How long does it take for my funds to be available after I have filed a dispute? Normal processing time for funds to become available after you file a dispute is up to 90 days from the day the signed dispute resolution form is received. Q. What should I do if I don t receive all the cash I requested from the ATM? You may talk to the ATM owner or you may dispute the transaction by downloading the Dispute Resolution Form from the Travel Cash website, completing all the fields and it back to us to the address printed on the form. Q. What is the difference between a pending transaction and a posted transaction? A pending transaction is a transaction that has been approved for payment to the merchant. A posted transaction is a transaction that the merchant has sent for settlement/payment and therefore funds are on their way to the merchant. A pending transaction stays in this status for 8 days or until the merchant comes back to settle the transaction whichever comes first. Q. What are transaction alerts for Travel Cash card? 12

13 Transaction alerts keep you informed of any activity on Travel Cash account by or by alerts from the Travel Cash App. Transaction alerts allows you to closely monitor your spending, and with real-time activity notification and you ll always know your current balances. Transaction alerts provide you with added Travel Cash card security. If you receive an alert for a transaction you don t recognize, you can report the issue immediately and prevent further misuse of your Travel Cash card. Q. Is there any time I shouldn t use my Travel Cash Card? We recommend you don t use your Travel Cash card to pre-authorize payments for hotel rooms or car hire. This is because the hotel or car hire company can put a hold on an amount of your money as a deposit sometimes for a number of weeks and you won t be able to use that money during that period. There is no issue in paying for your hotel or a car rent on your Travel Cash card at the end of your trip, but we suggest you don t pre-authorize payment on it when making a reservation. We also recommend that you don t use your Travel Cash Card at pay-at-pump petrol stations or motorway tolls, as these payment locations will also pre-authorize funds from your card, as mentioned above. Fees and Limits Q. What are the fees and charges associated with the Travel Cash feature? All fees and charges associated with the Travel Cash feature of your EuroBonus card are defined under Cardholder Tips on Q. What are the spending or funding limits associated with the Travel Cash feature? All spending and loading limits associated with the Travel Cash feature of your EuroBonus card are defined under Cardholder Tips on Other questions? If you have questions that are not answered here, feel free to contact us in either of these ways: Use the SAS App, The Travel Cash App or visit flysas.com/travelcash any time, any day. To speak with a representative: Call us locally on or abroad: Our office hours are , Monday - Friday. Closed on bank holidays. 13