Bank of America supports customers affected by volcanic ash disruption

June 2010

Bank of America’s support for its European credit card customers was brought to light most recently when volcanic ash disrupted flights and left thousands of people stranded across the globe.

As part of its support for the international response effort, Bank of America refunded foreign currency exchange fees and cash advance charges for European credit card customers stuck abroad as a result of the unprecedented disruption.

Customers caught up in the crisis were given the opportunity to increase their credit limits by calling a 24-hour reverse charge number - and Bank of America brought in additional teams of call takers in its call centres to support them.

Bank of America also made sure any stranded passengers having difficulty paying their monthly credit card bill due to the travel disruption were treated sympathetically.

Ian Craig, Sales, Service and Operations Executive for Bank of America Europe Card Services, which also operates the MBNA brand, said: “Our customers needed our help, so we stood by them. During what was an extraordinary event, it was the right thing to do.”

“The disruption caused by the volcano is unprecedented; thousands of travellers had to try and deal with things as best they could. They need to know we are here to help them during difficult times like this.”

The special service conditions were in place throughout the initial disruption in April.