Q&A on the termination of your AirPlus Contracts
Online Services of AirPlus
Following the termination of your AirPlus contracts in the APAC, MEA, and LATAM regions, we would like to provide you with answers to the questions you may have about the closure of your account and what that means for the services you receive from us.
We will be constantly updating this list with new information, so please bookmark this page to stay up to date.
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We will continue to provide servicing support for up to three months following the termination of your contract.
You can find the contact information of your local service team at airplus.com/contact
Unfortunately, we are not able to provide limit increases to customers in the exit markets.
You can continue to make new bookings up until your contract termination date.
After the termination date, your limit will be canceled.
We are able to reduce your payment terms, but it is not possible to extend them.
You can continue to use pre-paid tickets that are booked for after the termination date.
However, in case of amendments or cancellations, we recommend that you communicate to the airline that your payment method is no longer available and provide a new option to cover any additional fees.
You will receive the final invoice from us one week after the termination date.
Unfortunately, it is not possible to change your TMC.
You can submit claims for up to 6 weeks after the invoice is issued.
You can make changes to your tickets and rebook after the termination date.
However, we recommend that you do so as soon as possible, as the refund can only be processed for a limited time.
If any extra fees are charged due to changes to your booking, you will not be able to pay this with your AirPlus products. You will need to provide a new payment method with the merchant to cover any fee charges.
Unfortunately, we are no longer able to provide replacement Company Account numbers.
Yes, your card will continue to work as normal up until the termination date of your account.
You can continue to make bookings with your Company Account up until the termination date of your account. No transactions can be made after this.
For markets outside of China, you can submit refund claims for up to six weeks after the invoice has been issued, while chargeback requests can be made up to 120 days from the booking day.
If your bank details are available in the system, and there is no lock on outgoing payment, the credit will be refunded on the due date linked to the credit note.
You will continue to have access to the legacy portal till October 31st.
You will continue to have access to your statement data for three months after the termination date.
You will continue to have access to your eBilling files for three months after the termination date.
You will receive the final statement from us two weeks after the termination date.
You can find the information on unused Virtual Cards in the card menu within the Portal. Here, you can check which cards are still valid and if they have already been charged in the transaction overview.
Unused cards can continue to be charged until the termination date of your account, as long as their validity period allows it.
Multi-use cards can continue to be charged until the termination date of your account, as long as their validity period allows it.
Please be sure to change the payment method for your recurring payments in a timely manner before the termination date.
You can continue to generate and use Virtual Cards until the termination date of your account.
You can continue to access the AirPlus Portal for up to three months after the termination date.
Your eBilling files will be available for up to three months after the eBilling invoices are generated, as per our standard process.
Refunds will continue to follow the standard Mastercard process.
Refunds will be accepted until the end of the year.
To avoid any inconvenience for services/bookings after the termination date, we strongly recommend that you only use our payment solutions for services that can be used before June 30th.
You can reprint and resend invoices for up to two months after the termination date.
However, we recommend that you make the request as soon as possible after receiving the invoice.
You are able to receive zip emails for up to two months after the termination date.
Your statement transmission channel will remain accessible for up to two months after the termination date.
You will continue to receive the data feeds for up to two months after the termination date.
Your insurance coverage will continue to be valid until the end of 2025 for tickets paid using an AirPlus product that includes insurance coverage before the termination date. The claim will be handled by AXA as usual.
Tickets you have paid for using an AirPlus product with insurance up until the termination date will be covered by the insurance policy, and can be claimed until end of 2025.
We recommend to complete all refund tickets and claims in May to avoid delays. The final deadline to complete this is June 30th.
All remaining Fapiao will be produced within one month of your last invoice.
Please note that there will be significantly reduced support available after June 30th.
In all exit markets except China, we will be terminating AirPlus Merchant Agreement contracts on August 31st.
In China, AirPlus Merchant Agreement contracts will be terminated on June 30th.
Merchant IDs (MID) will be completely shut down along with the termination of the AirPlus Merchant Agreement contract.
Company Account Refunds: We will ensure that all refunds received before August 31st are processed. For refunds after August 31st we recommend to use an alternative form of payment. For China, customers should process their refunds by June 30th.
AMA Refunds: Refunds will be accepted until End of August. For China, Refunds will be accepted until June 30th.
According to our T&Cs, merchants must submit a transaction within a maximum of 10 calendar days of rendering the service after the termination of the contract (except in China).
We will ensure that all refunds received before the end of August are processed. In China, this date is June 30th.
We recommend that you provide the merchant with an alternative form of payment for any refund after the termination date.
The delivery of your statements and payments will not change, and will be in line with your existing statement cycle and payment terms.
You will continue to have access for 3 months after the termination of your contract.
You can continue to submit DBI changes and updates in the Transfer Portal until June 30th.
Please make use of the Transfer Portal and submit the necessary data before this date.
The delivery of your statements and payments will not change, and will be in line with your existing statement cycle and payment terms.