# Support
source: https://developer.mastercard.com/flight-delay-pass/documentation/support/index.md

## FAQ {#faq}

Issuers who have implemented Mastercard Flight Delay Pass for Mastercard users can connect to Flight Delay Pass API, which enables users to register for a flight within the issuer's mobile app. Delays are based on gate delay reporting from airlines and airports to FlightStats (a third-party flight data tracker). Users can register any flight from an airport where a LoungeKey lounge is available, and if the airline accurately reports the delay to FlightStats. If you try to register a flight that is not eligible, the system will inform you of this and you will not be able to register. Each flight of a journey with multiple connections requires its own registration. Users can register at any time once a flight has been scheduled (typically up to 364 days in advance) and no later than the allotted time your Issuer deems appropriate. During registration the following information will be captured and stored on secure servers:   

* User's and travel companion(s) name(s)   
* User's email address   
* User's mobile number   
* Flight number   
* Flight departure location, date, and time   
* Flight arrival location, date, and time
All passes will be sent to users, you may then choose to send it to your registered travel companions, who will be able to access the lounge, with or without your physical presence, if they have the lounge pass with them. Flight Delay Pass is provided to selected users. The benefit is available to the main passenger (user) and may be available to accompanying passengers. To confirm eligibility, please contact your bank that issued your Mastercard card. When you are entitled to an airport lounge pass, the system will send you an SMS notification with a link to your PDF voucher, along with an email with the PDF file also attached. If you have registered travel companions, you will receive multiple PDF attachments in a single email, each PDF being a lounge pass for each passenger. Each PDF contains a LoungeKey pass with a unique QR code that provides access to the participating lounges at your airport. In addition, an SMS with the link to the PDF will be sent to your registered mobile number. If you have registered travel companions, you will receive one SMS with multiple PDF links. You may choose to forward the lounge passes to your travel companions so that they can access the lounge without your physical presence. Register for an eligible flight at least two hours before flight time, and if it is delayed by 90 minutes or more, the drinks, snacks and Wi-Fi are on us. Enjoy access to a selection of eligible airport lounges for you and registered traveling companions. A Proposition Code is a unique identifier, provided by the lounge service provider, to differentiate between Merchants/Issuers based on their specific eligibility for lounge access. This code ensures that the benefits and entitlements are accurately applied during flight delay situations. It is also used to facilitate flight registration, updates, and cancellations. The deadlines for flight registration, updates, and cancellations are based on the proposition code assigned to the merchant or issuer, with different deadlines applying depending on the specific proposition. To start a project using the Mastercard Flight Delay Pass Service API, contact Mastercard Representative/Account Manager or send an email to [Global.Benefits.Platform.Product@mastercard.com](mailto:Global.Benefits.Platform.Product@mastercard.com) The average response time per endpoint is 0.154 seconds. The Throughput per Second (TPS) per customer is 17.52. While there is no throttling policy, Mastercard reserves the right to limit user's requests to preserve the reliability of the system for all users.

## Get help {#get-help}

### Contact us for technical support. {#contact-us-for-technical-support}