Frequently Asked Questions by Users

Activation TAT: Your Thomas Cook Prepaid Travel Card will generally be activated within twenty-four (24) business hours of purchase or as advised by the Purchase Location

Acceptability: You can use your Thomas Cook Prepaid Travel Card worldwide, at ATMs displaying the Mastercard/ Visa Acceptance Mark, as well as Mastercard/ Visa merchants, including shops, restaurants and online. Just enter your PIN or sign, as requested by the merchant. If an ATM asks you to choose an account or card type, it is suggested you choose the "Credit" option. With a Thomas Cook Prepaid Travel Card you do not need to worry about bank opening hours or lengthy queues to access your funds whilst travelling.

Usage in India & sanctioned countries: Due to FEMA Regulations, the Thomas Cook Prepaid Travel Card cannot be used at ATMs or merchants in India, Nepal and Bhutan, or for internet purchases where the website is registered in India, Nepal or Bhutan, or at websites accepting payment in Indian Rupees or the currencies of Nepal and Bhutan. In addition, the Card cannot be used in countries subject to economic sanctions, including: Afghanistan, Bosnia and Herzegovina, Democratic People’s Republic of Korea(DPRK)- North Korea, Guyana, Iran, Iraq, Lao PDR, Libya, Pakistan, Syria, Uganda, Vanuatu, Yemen. The list of sanctioned countries is subject to change from time to time.

Convenience & Safety: Thomas Cook Prepaid Travel Card is a convenient and safe way of carrying your travel money overseas, offering all the peace of mind and security of traditional travelers cheques, and the convenience of cash, worldwide.

Transparency & Control: Pre-loading your Thomas Cook Prepaid Travel Card gives you more control of your travel budget than a standard debit or credit card and with fixed ATM fees and no transaction fees on purchases, it's easier to manage your overseas spending.

Usage in India & sanctioned countries: Due to FEMA Regulations, the Thomas Cook Prepaid Travel Card cannot be used at ATMs or merchants in India, Nepal and Bhutan, or for internet purchases where the website is registered in India, Nepal or Bhutan, or at websites accepting payment in Indian Rupees or the currencies of Nepal and Bhutan. In addition, the Card cannot be used in countries subject to economic sanctions, including: Afghanistan, Balkans, Belarus, Bosnia and Herzegovina, Burundi, Central African Republic, Cote d’Ivoire (Ivory Coast), Cuba, Democratic People’s Republic of Korea (DPRK)- North Korea, Democratic Republic of Congo, Ethiopia, Guyana, Iran, Iraq, Lao PDR, Lebanon, Liberia, Libya, Mali, Myanmar, Nicaragua, Pakistan, Somalia, South Sudan, Sudan, Syria, Tunisia, Uganda, Vanuatu, Venezuela, Yemen, Zimbabwe. The list of sanctioned countries is subject to change from time to time.

All loads and reloads are subject to the sole discretion of the Card issuer and/or its authorized agents and as per FEMA regulations as applicable from time to time.

• • Meet & Greet service at international airports in India.
• • Free porter service at international airports in India.
• • Free lounge access at international airports in India.
• • Free International calling SIM card.
• • Free ATM withdrawal.
• • Emergency Cash Assistance.
• • Insurance coverage.

• • Load your card with 5000 USD equivalent.
• • Once the card is activated, email to borderlesstravel@thomascook.in from your registered email ID.
• • The registered email ID will receive the documentation email to proceed with the service. Once the booking is confirmed, the service can be availed at international airports.

• • Load your card with 2500 USD equivalent.
• • Once the card is activated, email to borderlesstravel@thomascook.in from your registered email ID.
• • The registered email ID will receive the documentation email to proceed with the service. Once the booking is confirmed, the service can be availed at international airports.

• • Load your card with 2500 USD equivalent.
• • Once the card is activated, email to borderlesstravel@thomascook.in from your registered email ID.
• • The registered email ID will receive the lounge email with a QR Code that can be redeemed at the eligible international airports.

Explore more for less! Enjoy 25% off on handpicked tours and experiences worldwide when you book through Klook.

• • Go to Klook Thomas Cook offer page: Click here
• • Browse and select the activities you want.
• • Make sure to pay using your Thomas Cook Borderless Travel Card to apply the discount.

Note: A minimum purchase of ₹5,000 is required to avail the discount, and the maximum discount you can get is ₹1,500.

i. Benefits of TC Edge Reward Points:

• • Earn flat 1000 points on a load/fresh trip reload value of USD 1000 - USD 1499 equivalent.
• • Earn flat 2000 points on a load/fresh trip reload value of USD 1500 equivalent or more.
• • Earn 20 points for every USD 100 equivalent spent, with a maximum of 500 points per transaction.

ii. Points can be redeemed as follows:

• • 100% for holiday packages
• • 20% for flight bookings
• • 30% for hotel bookings

iii. Process to avail:

Your registered mobile number gets linked to the TC Edge Reward program. To check your membership, login to https://edgerewards.thomascook.in/Login Redemption is applicable only for bookings made through Thomas Cook branches or the official online platform. Valid on Forex purchases exclusively across Thomas Cook Branches and thomascook.in.

• • 100% for holiday packages
• • 20% for flight bookings
• • 30% for hotel bookings

i. Benefits: Free International calling and data.

• • Plan 1: 3 GB Data and 60 minutes calling
• • Plan 2: 5 GB Data

ii. Eligibility:

A minimum forex card load/fresh trip reload value of USD 500 equivalent is required to qualify for the free SIM card.

SIM card requests must be placed at least 7 days prior to the travel date.

iii. Process to avail:

Email your request to borderlesstravel@thomascook.in with the following documents:

• • Copy of First & Last pages of passport
• • Visa copy
• • E-Ticket copy

• • Fees Applicable on Borderless Travel card

• • Over The Counter: 1.75% of the transaction value
• • Cross Conversion: 4.25%*
• • Taxes applicable from time to time shall be levied on all fees.

• • Visit your nearest PRG Forex branch - Branch locator: https://www.prgforex.in/branch-locator
• • Visit https://www.prgforex.in/ website and apply for the Forex card with a choice to get your card delivered at your doorstep in 3 hours or by picking up from nearest branch.

You are required to submit documentation based on your purpose of travel and various guidelines issued by The Reserve Bank of India (RBI) To know more, Please contact nearest PRG Forex Branch.

Call Card Services or write to us at travelcards@thomascook.in

• • Contact any of your nearest PRG Forex Branches.
• • Even with a zero balance, your Thomas Cook Prepaid Travel Card is still valid (up to the expiry date on the Card), and you can reload it for your next trip (subject to FEMA requirements)

• • Generate your PIN (as instructed in the welcome letter)
• • Download the Mobile App (Available on App Store and Google Play)
• • Register your card via https://www.borderlessprepaid.com/ website or Mobile App
• • Activate E-com and Contactless transactions
• • Set your transaction limits
• • Check out for various on-going offers on https://www.borderlessprepaid.com/offers.html website

By registering your Thomas Cook Prepaid Travel Card, you can check your balance, review your transaction history, change your PIN, view or download statement and also raise a query.

Download the Mobile App

• • Register and set your Login PIN
• • Select Manage my card
• • Enable E-commerce and Contactless as per your usage.

• • POS Acceptance: You can swipe/wave your Card to pay directly for goods or services online and in store, wherever Mastercard or Visa is accepted respectively.
• • ATM Acceptance: Your Thomas Cook Prepaid Travel Card can be used to withdraw local currency from ATMs displaying the Mastercard or Visa Acceptance Mark respectively.
• • ATM Locator Assistance: To find the nearest ATM, use the following links:
  Mastercard ATM Locator | Visa ATM Locator
• • Please note: It is currently not possible to use your Prepaid Travel Card in a number of countries. If you attempt to withdraw cash from an ATM or use your Card at merchants in any of these countries, your request will be declined.
• • Usage in India & sanctioned countries: Due to FEMA Regulations, the Thomas Cook Prepaid Travel Card cannot be used at ATMs or merchants in India, Nepal and Bhutan, or for internet purchases where the website is registered in India, Nepal or Bhutan, or at websites accepting payment in Indian Rupees or the currencies of Nepal and Bhutan. In addition, the Card cannot be used in countries subject to economic sanctions, including: Afghanistan, Balkans, Belarus, Bosnia and Herzegovina, Burundi, Central African Republic, Cote d’Ivoire (Ivory Coast), Cuba, Democratic People’s Republic of Korea (DPRK)- North Korea, Democratic Republic of Congo, Ethiopia, Guyana, Iran, Iraq, Lao PDR, Lebanon, Liberia, Libya, Mali, Myanmar, Nicaragua, Pakistan, Somalia, South Sudan, Sudan, Syria, Tunisia, Uganda, Vanuatu, Venezuela, Yemen, Zimbabwe. The list of sanctioned countries is subject to change from time to time.

Yes, you can use your Thomas Cook Prepaid Travel Card to shop online (within the limits and restrictions of your Card) at any merchant that accepts Mastercard and Visa cards respectively.

Note: Thomas Cook Prepaid Travel Card may not be used for money transfers or for accessing or purchasing goods from adult or gambling internet sites and must not be used for any unlawful activity. You must comply with all laws and regulations (including any foreign exchange controls), in respect of the Card in India and in the country of use.

Usage in India & sanctioned countries: Due to FEMA Regulations, the Thomas Cook Prepaid Travel Card cannot be used at ATMs or merchants in India, Nepal and Bhutan, or for internet purchases where the website is registered in India, Nepal or Bhutan, or at websites accepting payment in Indian Rupees or the currencies of Nepal and Bhutan. In addition, the Card cannot be used in countries subject to economic sanctions, including: Afghanistan, Balkans, Belarus, Bosnia and Herzegovina, Burundi, Central African Republic, Cote d’Ivoire (Ivory Coast), Cuba, Democratic People’s Republic of Korea (DPRK)- North Korea, Democratic Republic of Congo, Ethiopia, Guyana, Iran, Iraq, Lao PDR, Lebanon, Liberia, Libya, Mali, Myanmar, Nicaragua, Pakistan, Somalia, South Sudan, Sudan, Syria, Tunisia, Uganda, Vanuatu, Venezuela, Yemen, Zimbabwe. The list of sanctioned countries is subject to change from time to time.

As long as you have more than one Currency loaded, the Card will automatically select the next available Currency, in the following order: USD, GBP, EUR, CAD, AUD, JPY, SGD, CHF, AED and THB. It is possible for a transaction to be funded from multiple Currencies.

Note: Any transactions in a currency other than a Currency loaded on the Card will be exchanged to the relevant Currency/ies on the Card at an exchange rate determined by Mastercard/ Visa on the day the transaction is processed plus a Currency Conversion Fee as set out in the Table of Fees and Limits.

• • Every transaction done on your card is followed with an alert on your registered e-mail and mobile phone.
• • Check the status of your Thomas Cook Travel card from anywhere in the world by simply logging on https://www.borderlessprepaid.com/ or by downloading our Mobile App on App Store or Google Play to view the transactions

Surcharge is an extra fee levied by the ATM operator over and above the withdrawal fee charged by the issuer on a withdrawal transaction. The fee is determined and charged by the ATM operator and is not retained by us.

• • Yes, you can withdraw surcharge-free at Allpoint ATMS. Thomas Cook is the only non-banking issuer to have such a tie up across India.
• • All point Network is the largest surcharge-free ATM network with more than 55,000 ATMs in leading national and regional merchant locations across the United States, Canada, Mexico, United Kingdom and Australia.
• • All point ATMs can be located by using the below link. http://www.allpointnetwork.com/

No, ATMs will not provide any option for the choice of wallet. Some ATMs, might provide a choice for doing a DCC transaction. However, DCC transactions are blocked on your card.

• • Access Multiple Cards
• • Real-time access to your account
• • Generate your ATM PIN
• • Set your own transaction limits
• • Activate Ecom & Contactless
• • Easily block and unblock your card

• i. Fees Applicable on Borderless Prepaid Card (Visa & Mastercard)

• ii. Fees Applicable on One Currency Card

Taxes applicable from time to time, shall be levied on all fees

• i. Borderless Prepaid Card

• ii. One Currency Card

No, ATMs will not provide any option for the choice of wallet. Some ATMs, might provide a choice for doing a DCC transaction. However, DCC transactions are blocked on your card.

Contactless payment card transactions are protected by encryption that makes it difficult to intercept and manipulate them. While low-value transactions do not require any passwords, higher-value transactions are protected by a secure PIN.

Contactless payment systems have built-in measures to prevent such occurrences. There’s also a slight delay between you tapping the card and the machine receiving back approval from your bank. It won’t charge your card twice even if you accidentally tap it twice.

Please dial the below-given numbers from a landline.

• i. For Emergency Assistance:

Call 00 91 8828890300

• ii. For Card queries:

You can change your PIN by first registering your card on https://www.borderlessprepaid.com/ or the Mobile App.

To Change PIN: Website - Login-> Change ATM PIN

OR

Mobile App - Enter Login PIN to login -> Customer Profile -> ATM PIN Assistance -> Change PIN

To Generate PIN:

Mobile App - Enter Login PIN to login-> ATM PIN Assistance -> Generate PIN -> A new PIN will we sent to your registered email id

OR

Call Card Services

OR

Write to us at travelcards@thomascook.in

Your Thomas Cook Prepaid Travel Card should work at any ATM displaying the Mastercard or Visa Acceptance Mark respectively. If after several attempts to withdraw cash at an ATM, your Card still doesn't work, you can get 24/7 help from Card Services, via the Global Emergency Assistance numbers.

Please note: if an ATM screen prompts you to choose 'which account?' it is recommended that you choose the 'Credit' option.

You can only withdraw cash from an ATM up to the available balance on your Thomas Cook Prepaid Travel Card (including any applicable fees) and if the amount is within the ATM's issuing limit.

Please notify the 24 hour Card Services team as soon as possible and in any event within two (2) days of the transaction debit date. We will be happy to check and confirm the transaction details for you.

If there is a transaction which is not correct, Card Services can start the dispute process on your behalf and may request you to provide additional written information concerning any unrecognized transaction, or to complete a dispute form. Please help them to help you by providing as much information as you can.

It is recommended that you check your transaction history and Card balance at least once a month.

In some countries, you may be asked for a six digit PIN, when using an ATM. However, Thomas Cook Prepaid Travel Card uses a standard four digit PIN, which will still be accepted if the ATM has been set up correctly in compliance with Mastercard & Visa requirements.

If you need assistance with any PIN issues, please call Card Services.

You must contact us as soon as possible. 24/7 Global Emergency Assistance will get you back in control of your money. Instructions are available above.

This should only happen when you don't have enough money on the Card to cover the purchase (though you can always use the total balance on your Thomas Cook Prepaid Travel Card to make a partial payment, if the merchant supports it). Be aware that some merchants, such as restaurants and car hire companies, may require the Card to have an available (total) balance greater than the purchase amount, before they will authorize the payment.

It is not recommended to use your Thomas Cook Prepaid Travel Card as a guarantee of payment for hotels, car hire, etc. These companies may estimate your bill, and if you use your Card as a guarantee for the estimated amount, the funds will be temporarily unavailable to access or spend. You can of course use your Thomas Cook Prepaid Travel Card to settle your final bill.

Dynamic Currency Conversion (DCC) is an optional service that is sometimes offered by retailers and ATM operators abroad, giving cardholders the choice of paying in the currency of the country they are visiting or their own card currency. While choosing Card currency may seem convenient, it comes with extra charges. get

With Thomas Cook Prepaid Cards, you will not have to pay any DCC charges as DCC transactions are blocked which helps you save from paying unnecessary charges.

No, cash back is not available on the Thomas Cook Prepaid Travel Card.

You can either transfer any remaining funds to a new Card or cash out the balance and close your Thomas Cook Prepaid Travel Card. To cash out and close your Card, you can visit your nearest Thomas cook branch across India.

The following insurance cover details:

If you are not planning to travel again soon, you can withdraw your remaining balance, whilst outside India, from an ATM displaying the Mastercard or Visa Acceptance Mark respectively (assuming it is within the ATM's withdrawal limits).

Alternatively, you can take your Card back to the PRG Forex branch where you bought the Card and they will refund you the balance. A fee will be charged for this service (please refer to your Terms and Conditions for more information).

Disclaimer

Due to FEMA regulations, the Thomas Cook Travel Card cannot be used at ATMs or merchants in India, Nepal and Bhutan, or for internet purchases where the website is registered in India, Nepal or Bhutan, or at websites accepting payment in Indian Rupees or the currencies of Nepal and Bhutan. In addition, the Card is also unable to be used in countries subject to economic sanctions, including: Afghanistan, Balkans, Belarus, Bosnia and Herzegovina, Burundi, Central African Republic, Cote d’Ivoire (Ivory Coast), Cuba, Democratic People’s Republic of Korea (DPRK)- North Korea, Democratic Republic of Congo, Ethiopia, Guyana, Iran, Iraq, Lao PDR, Lebanon, Liberia, Libya, Mali, Myanmar, Nicaragua, Pakistan, Somalia, South Sudan, Sudan, Syria, Tunisia, Uganda, Vanuatu, Venezuela, Yemen, Zimbabwe. The list of sanctioned countries is subject to change from time to time.

As dated 28 February 2022:

Given the recent developments in Russia and Ukraine and the resulting volatility that this has brought about in that region, the usage of cards in Belarus, Georgia, Armenia & Russia is prohibited.

Some merchants and ATM operators may charge a fee or set their own purchase limits. Please confirm whether any fees or limits apply, before making a purchase or withdrawal.

FEMA regulations, as amended from time to time, currently require you to surrender unspent foreign exchange within 180 days of your return. You are free to retain foreign exchange up to USD 2,000 equivalent, for future use. Please refer the Terms and Conditions for information.

Subject to Terms & Conditions. Standard fees apply - see Table of Fees and Charges.

Until Card expiry and subject to reload limits (see Table of Fees and Charges). Limits are subject to FEMA regulations and to surrender restrictions, imposed by The Reserve Bank of India.

Cards acquired after 1st June 2023 will not be charged an inactivity fee.