Altitude by Mastercard – Frequently Asked Questions (FAQs)

Pilot Program

How do I request a Business Class upgrade?

To request an upgrade, simply fill out the online form and upload your flight ticket as a PDF or screenshot.

If you're unable to upload your ticket, check the box “Enter ticket details manually” — this will allow you to provide your:

Full name
Booking Reference (PNR)
Flight date and route
Airline

What are a Booking Reference (PNR) and Ticket Number?

You can find both in the top section of your e-ticket:

PNR (Booking Reference): A 6-character code used to manage your booking
Ticket Number: A 13-digit number, starting with the airline’s code

These formats are standard across most airlines.

What is the cost of the upgrade?

Altitude by Mastercard covers up to $500 USD per Business Class upgrade.

If the upgrade costs more than $500, you may choose to cover the difference. In such cases, our support team will send you a secure payment link to complete the additional payment.

Please note: Additional airline fees (e.g., baggage, seat selection, lounge access) are not included in the complimentary upgrade.

How long does the upgrade process take?

Up to 2 hours to check availability and receive confirmation from the airline
Up to 1 additional hour to issue the new upgraded ticket

Once confirmed, you’ll receive your updated ticket via email

When can I submit an upgrade request?

Currently, requests are processed daily from 10:00 to 19:00 (Kyiv time, UTC+3), including weekends.

Requests submitted outside of working hours will be reviewed on the next business day. 24/7 support will be available after the pilot phase

Is the upgrade guaranteed?

No, upgrades are not guaranteed. Approval depends on:

Airline policies and seat availability
Fare conditions (e.g., promo fares or third-party bookings may not qualify)

If your request is denied, you will be notified by email within two business hours.

What does the upgrade include?

Upgrade conditions vary by airline, but typically include a Business Class seat only.

The upgrade does not include:

Lounge access
Fast track or priority boarding
Additional baggage allowance
Flexible ticket conditions

You may use your Premium Mastercard travel benefits to access these services where available.

What if my flight is changed or cancelled after an upgrade?

If your flight is cancelled or rescheduled by the airline after your upgrade is confirmed, please contact our support team. We’ll do our best to arrange a new upgrade, but this is subject to airline approval and availability.

If only the departure time changes (while the flight number and date stay the same), your upgrade remains valid — no action needed.

How will I know if my upgrade was confirmed?

You will receive an email confirmation once your upgrade is approved. It will include your updated flight details and cabin class.

Can I change my flight after receiving an upgrade?

Flight changes after an upgrade are subject to the original fare rules and airline policies.
In most cases, upgrades are tied to a specific flight and cannot be transferred.