Tokyo 2020 Olympics
Effective Date: Immediately

QA Evaluation Start Date: 07/20/2021
AUDIENCE: Group A, B, C, D Agents – Leads and Managers

WHAT IS HAPPENING?

Visa is the exclusive payment services sponsor of the Olympic Games (23rd Jul. to 8th Aug.)
and the Paralympic Games (24th Aug. to 5th Sept.) to be held in Tokyo, Japan, this year.
As the official payment technology partner, Visa will be the only payment card accepted
for tickets, goods and services at the Olympics venues.
The phone numbers shown below have been published to contact Visa Global Customer
Assistance Services (GCAS) during the upcoming Tokyo 2020 Olympics:
• 006633-800-553 International
• 00531-440-022 Local Toll-Free (only from a landline phone)
Please, have these GCAS numbers at hand to provide to customers, when needed,
as the preferred contact numbers for multilingual support covering Asia-Pacific
languages.
During the Olympics, there will be two Visa preferred ATMs deployed at Media Press Center
(MPC) and Athlete Village (VIL), in partnership with Aeon Bank (already operational until
Sep. 9th, 2021).
- MPC ATM located en-route to IBC
- VIL ATM located at the Village Plaza

WHAT SHOULD YOU DO?

All the calls related to the event will come through our general customer service lines and
will be routed to any GCAS CSR.
When handling inquiries from customers attending to the Tokyo 2020 Olympic events
and/or expressing that they are in or traveling to Japan), proceed loging them as follows:
- Requested Service: General Information
- Category: Olympics/FIFA
- Sub-category: (select based on the nature of the call)
o Account Inquiries
o ATM Locations
o Prepaid Cards
o Event/Tourist Information
o Other

For service requests not listed under Olympics/FIFA sub-categories, log the inquiry
selecting the corresponding Requested Service (examples: Benefits, LSC/ESR, Call Back
LSC/ESR), follow the CRM flow and adhere to the ATBT (BAU).
Key details:
- When handling Account Inquiries, use Backup Contact Directory info to
Transfer/Refer cardholders; for Merchant Inquiries, always Refer (BAU).
- For customers willing to purchase tickets for the events (Event Information), refer
customers to https://olympics.com/tokyo-2020 and check if they have Concierge
Services available with their Visa card to offer a connection to the benefits provider.
- LSC reports and ECR/ECD requests will be handled BAU as per GCAS current
process.
- For Media Inquiries, select Other, and follow Encyclopedia instructions (inbound
CSR are to collect caller’s info and address an email to Leads to submit the query
to the corresponding Corporate Communications team).
- When following up on ESRs to be fulfilled in Japan, GFC agents encountering any
scenario that delays the process should contact the Assist Line for instructions.

For more information and/or clarifications, please contact a Lead or a Manager. GCAS Procedures, Global Customer Care Services

Visa Confidential – For use in Support of Visa Programs Only

The information contained in this transmission (including any attachments) is confidential and may be privileged. It is intended only for
the use of the individual or entity named above. If you are not the intended recipient, dissemination, distribution, or copy of this
communication is strictly prohibited. If you have received this communication in error, please erase all copies of this message and its
attachments and notify me immediately.