New requirements for airport lounge access with Visa cards

Visa, in partnership with DragonPass, has launched the new Visa Airport Companion app in the Central and Eastern Europe, Middle East and Africa region. As part of this partnership, Visa will continue to provide the highest levels of airport lounge access to Visa Premium cardholders worldwide.

Effective October 1, 2024, Visa Airport Companion (VAC), provided by DragonPass, will replace the current lounge programs in CEMEA.

Cardholders who wish to continue accessing airport lounge benefits must download the Visa Airport Companion (VAC) app and enroll their cards.

Notes:

• Cardholder access to the current lounge programs in CEMEA will remain valid through September 30, 2024.
• Eligible cardholders will be able to download and register the app starting from 9/19/2024

• Visa Platinum
• Visa Infinite
• Business Credit Card
• AJIB Global Credit Card/ Platinum

Previously, Visa cardholders were required to show their eligible card to the receptionist to enter the airport lounges, but now all cardholders – primary and supplementary – are required to show the QR Code through the “Visa Airport Companion” application.

• Fully digital experience — enrolled cardholders can use the VAC app to access participating airport lounges and benefit from an improved customer experience.
• Real-time eligibility checks via Visa Card Eligibility Service (VCES), enabling an even more convenient registration.
• Extensive lounge coverage — with 1200+ lounges globally, including 220 in CEMEA, eligible cardholders can enjoy the benefits of VAC’s global network. Cardholders can also access details regarding participating lounge locations and information.

Step 1: Download app

Download the Visa Airport Companion app now which will be available in the Apple App Store and Google Play Store.

Step 2: Registration

1.  Register your eligible Visa card (primary and/or supplementary) on the app, by clicking on the Sign-Up option.
2. The cardholder enters their Visa card details, including the card number, expiry date, CVV number, and country of issuance.
3. Your card will be authenticated by:

• Send a text message confirming the reservation of $0 to confirm.
• Perform 3D Secure (Visa Secure Authentication) and Account Verification.

Note: In case of failures, cardholders will be notified with the appropriate

error message to contact their respective Issuer.

Step 3: Customer Verification Process

As part of profile setup:

1. the cardholder enters their details:

• Name (which must match passport)
• Contact information (Mobile Number and Email Address).

2. Accept terms and conditions

Note: If the name entered in the VAC app does not match the name on the passport, the cardholder will not be granted access to the lounge.

Step 4: Complete the verification process and create the password

1.  A six-digit code is sent to the cardholder’s email address or phone number for verification.
2. Upon successful verification, the cardholder creates a password.
3.  The cardholder can then set up biometric access and offline access, if desired.     
4. Once enabled, offline access allows cardholders to see their membership data without mobile data or Wi-Fi access. If offline mode is not enabled and no internet connection is available, the cardholder will not be able to access the lounge. 

Note: First-time setup of offline access requires internet connection.

Step 5: Login

The cardholder can log in with their email address and password or via biometrics (if enabled).

Step 6: Home Page

Once logged in, a personalized welcome page is displayed where the cardholder can see their available entitlements, any terms or rules, and links to view airport lounges.

Step 7: Lounge Access

To browse and access lounges, the cardholder clicks Explore Lounges. After selecting the airport and desired lounge, the digital membership card (QR code) will be displayed for the cardholder to scan at the lounge.

• The cardholder can also access their membership card in the Membership section of the app.

• If there are issues with login, the cardholder can select the help icon or reset their password.
• The cardholder will be locked out of their account for 30 minutes after the fifth unsuccessful login attempt.
• If the cardholder has enabled offline access, the app will display a notification on the home screen. The cardholder can still access their membership QR code even if they do not have mobile data/Wi-Fi access.
• If the cardholder’s Visa card has expired, their entitlements will be locked until they update their card details.

Q: What if the cardholder doesn’t have a smartphone? Can the cardholder redeem benefits with a physical card?
A: VAC is a fully digital app-based experience. Cardholders will be unable to access lounges with a physical card. Cardholders who do not have a smartphone will be unable to use the service. To access a lounge, the cardholder must register on the VAC app prior to visiting the lounge.
 

Q: Can cardholders add or register more than one Visa card on the VAC app?
A: Yes, if a cardholder has more than one eligible Visa card they can add it to their existing VAC account. On the membership page there is an Add New Membership button which will prompt the cardholder to enter the details of their other eligible Visa card(s). After successful validation, a membership linked to that Visa card is created, displaying the available benefits. If a cardholder has multiple memberships, they can click the Switch Membership button in the Membership section to view details associated with each membership.

Q: Can secondary cardholders enroll under the same profile as the primary cardholder?
A: Primary and secondary cardholders cannot share memberships. The secondary cardholder must create their own VAC account using their own details, including their name as it appears on their passport and email address.

Q: Is entry to the lounge guaranteed?
A: Entry to any eligible lounge is subject to availability on the day the cardholder is travelling. The cardholder can view any alternative lounges in the VAC app. With the lounge coverage through DragonPass, VAC provides access to 1200+ lounges globally, including 220 in CEMEA.

Q: Can a cardholder access a lounge if they do not have access to the internet/Wi-Fi/mobile data?
A: Yes, if the cardholder enabled offline access in the VAC app they can see their membership details without Wi-Fi or mobile data. If offline mode is not enabled, the cardholder will be unable to access the lounge. Note: First-time setup of offline access requires internet connection. Cardholders can enable offline mode by selecting Security from the Account page. Once enabled, cardholders can access their membership offline with their device biometrics.