American Express Travel Canada Frequently asked questions

My benefits

Travel Credit

You will need to log on to your American Express online account in order to use Membership Rewards points and/or Travel Credit to purchase travel for your family and friends.

No, there is no additional fee to redeem points or Travel Credit for travel booked on American Express Travel Online.

Yes, to use your Travel Credit you must be logged on to your American Express online account. On the check-out page click on Use Travel Credit and make sure that your payment amount on your card is at least the total value of your travel credit (for example, $200 travel credit). You may also use your Membership Rewards points by dragging the slider to the amount of points that you want to redeem.

No, you will not be able to redeem your Travel Credit for a booking of less than the value of the Travel Credit. 

Please log on to your American Express online account to check the expiry date for your Travel Credit.  

Follow these steps to apply your Travel Credit as a payment option:

Step 1: Ensure you are logged on to your American Express online account

Step 2: Check your anniversary date

Step 3: If you still cannot see your Travel Credit contact the number on the back of your Card. 

No, you can only use one Travel Credit per booking.  

Once the Travel Credit has been applied toward a booking, it counts as a one-time redemption.

To use your Travel Credit, you must be logged on to your American Express online account.  On the checkout page, click on use Travel Credit and make sure your payment on your card is at least the total value of your travel credit (For example, $200 travel credit). 

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Membership Reward Points

Yes, once you have logged on to your American Express online account, the option to pay with Membership Rewards will be available at the check-out page. It is available only for flights, prepaid hotel and car rentals.

No, it is not possible to combine your Membership Rewards points from different accounts for a single booking. You may be able to transfer your Membership Rewards points between Cards to have all your points in the same account before booking travel on our site.  To do this, please contact the number on the back of your Card.

It is not possible to combine your Membership Rewards points with another American Express Cardmember’s because Membership Rewards points are a personal benefit.

The option to pay with Membership Rewards points will be presented at time of online checkout, provided you are pre-paying for your travel booking.

You may use a combination of your Membership Rewards points and payment on your American Express Card.

Follow these steps to apply your points as a payment option:
Step 1: Ensure you are selecting card products eligible for payment with Membership Rewards points
Step 2: Ensure you are logged in to your American Express online account
Step 3: If you still cannot see your points, please contact the number on the back of your Card.

Any bonus points will usually be added to your account within five working days of making the transaction, but can take up to 10 weeks. 

No, you do not have to travel with them.

If you used Membership Rewards points to book your travel, the full cost of your booking including any taxes, fees and carrier surcharges will be charged to your Card upon booking. Then within 5-10 business days from the date of booking, you will receive a Statement Credit for any Membership Rewards points you redeemed towards the travel booking.

The Fixed Points Travel Program allows you to use a fixed number of Membership Rewards points to cover your base fare.  Taxes, fees and carrier surcharges are excluded from the fixed point pricing and can be paid using your American Express Card or additional Membership Rewards points at a rate of 1000 points = $10.


Yes, when you book online, you can use your Membership Rewards points to pay for additional charges such as airline surcharges, taxes, etc.


You will need to log on to your American Express online account in order to use Membership Rewards points and/or Travel Credit to purchase travel for your family and friends.

No, there is no additional fee to redeem points or Travel Credit for travel booked on American Express Travel Online.

Yes, to use your Travel Credit you must be logged on to your American Express online account. On the check-out page click on Use Travel Credit and make sure that your payment amount on your card is at least the total value of your travel credit (for example, $200 travel credit). You may also use your Membership Rewards points by dragging the slider to the amount of points that you want to redeem.

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Fine and Hotel resorts/ The Hotel Collection

Eligible Cardmembers can make a booking on the dedicated page, American Express Travel website or via the Platinum and Centurion travel service.
Go to the Fine Hotel & Resorts Program page.

Eligible Cardmembers travelling with their friends and family travelling are welcome to enjoy benefits of this program.

An eligible Cardmember must be logged in to see the prices.

Your Fine Hotel & Resorts hotel reservation must be paid at the hotel upon check-out. 

No – the amenity credit will not be deducted from the final bill when you check-out. Eligible charges exclude taxes, gratuities, fees and cost of the room. Some hotels may have additional exclusions (including without limitation purchases within the hotels that are unaffiliated and/or owned by third parties). Please check with hotel front desk for details. The credit must be used on the initial stay and cannot be carried over to another stay. It is not redeemable for cash and expires at check-out. Credit is non-exchangeable and non-refundable and is applied in USD or equivalent in local currency based on exchange rate on day of arrival.

Eligible Cardmembers may book up to three rooms under the Fine Hotels & Resort program or the Hotel Collection program per stay. Back-to-back stays within a 24-hour period at the same property are considered one stay.

Eligible Cardmembers can make bookings on the dedicated page or the American Express Travel website.
Go to The Hotel Collection page.

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Cardmember benefits

Eligible Cardmembers can book online with the Fine Hotel & Resorts program and The Hotel Collection.

The Fine Hotel & Resorts program page

The Hotel Collection page.


Cardmembers enrolled in the American Express Membership Rewards program earn Membership Rewards point for charges.  Please refer to your card benefits.

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Manage my booking

Changes and cancellations

American Express does not charge a service fee for making a reservation.

You cannot add travellers to your existing reservation so you will need to make a new booking for the additional travellers. For new booking, best available rate will apply.

Any charges incurred by changing your booking will be charged to the same Card used to pay for the original booking.

Please contact American Express using the telephone number provided in your booking confirmation email.

Not all airlines accept refunds within 24 hours. Please refer to the cancellation policy on your itinerary or contact us.

To change or cancel your booking contact us.
Airline or supplier charges and cancellation fees may apply. Refunds will only be provided by the airline or supplier in accordance with their terms and conditions. Refunds can take up to eight weeks to process. We will advise you of any extra charges or fees that will apply to your refund.

Refund payments will be made to the original form of payment.

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Making a booking

On American Express Online Travel you can book flights, hotels & car rental.

Our site automatically sorts results by the least expensive option based on your search criteria. If you are a Centurion member or Platinum Cardmember searching for a hotel, the site will show the Fine Hotel & Resorts and The Hotel Collection properties first.

No, you can still make a booking without being registered with an American Express online account.  However if you wish to use Membership Reward Points and/or other benefits of your card, you need register an online account.

Yes, Cardmembers making a reservation for a third party are required to log into their American Express on-line account before making the reservation.  

If you are experiencing problems completing a booking on the American Express Travel website, please try again after clearing your cookies or try an alternative web browser. If the problem persists please contact us.

You must be logged in and have your American Express Card(s) registered online for your Card(s) to appear in the Card drop down list on the purchase page for air, car, and/or hotel reservations.
If you’ve logged in and your American Express Card(s) is still not appearing in the drop down list, you can enter it manually for payment, or call the number on the back of your Card for assistance.

We’ll confirm your booking with an itinerary confirmation email. If you do not receive this within 24 hours of making your reservation please contact us.

Once your booking is complete American Express Travel Online will send an e-mail to confirm your booking. It may take up to 30 minutes to receive it.                   
If you do not receive your booking confirmation email within 24 hours of making your reservation, please contact us.

No, we do not offer price matching.

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My itinerary

Please go to the Travel homepage and click on the "My Bookings" tab. You can print your itinerary from there.

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Flight

Booking a Flight

American Express Travel cannot process flights where departure is less than 24 hours from the time the booking is made.

Select the number of children and Infants in the drop down menu in the 'Search Flights' box on the homepage. Then enter the ages for each child. 
For domestic and international airlines: Infants must be under 2 years of age; Children are 2 - 11 years of age on the return date.

The search request will always show your lowest airfare and available flight options. You cannot mix and match by combining fares with different airlines.

At the moment low cost airlines are not available on our site but we hope to have them added in the near future.

Any taxes and levies on a flight will be confirmed at the time of booking as these vary according to the departure and arrival airports. These taxes and levies will be included in the price or points value quoted when you book. Occasionally a tax will be payable at the airport and cannot be included in the prepaid ticket price.

All prices quoted already include Air Passenger Duty (APD), taxes or levies.

You can check fare rules/cancellation policies link during the booking process.

Flights may be subject to the following restrictions:

Non-refundable - refunds not permitted.
Non-transferable – changes to travellers not permitted
Non-exchangeable - exchanges/changes not permitted.
Non-re-routable - routing changes not permitted.
Non-upgradeable - upgrading to higher fare types not permitted.

These conditions are imposed by the airline and Suppliers and must be strictly adhered to.

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Changes and cancellations

Name changes are generally not permitted. If you made an error and entered name details incorrectly please contact us for further assistance.

 If you have missed your outbound flight, a 'no show' will result in your entire itinerary being cancelled. Rebooking will not be possible, you may be subject to purchasing a new ticket.

Occasionally the airlines have to make changes including a different aircraft, flight number, or a slight change in departure and/or arrival time. More rarely, there may be changes to the departure city, arrival city, or date of travel.                   
American Express or the airline will notify you of any airline schedule change. Since changes can occur at any time, we strongly advise you to check times and flight numbers 24-hours before departure. 

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Luggage

If your itinerary does not provide this information, please refer to the American Express invoice and the airline’s website as baggage size and weight policies vary by airline, booking class and frequent flyer status. Baggage exceeding the allowance may be subject to fees and payment payable at check-in.

If your checked luggage is lost or if you have left something behind on the flight you were travelling on, please call the airline directly.

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Manage my flight

Most airlines offer online check-in which allow you to print out your boarding pass or send it directly to your mobile device - usually within 24 hours of your scheduled flight. However, some itineraries may only allow the boarding passes to be printed at the airport. Please check your airline’s website.

Once you complete your booking you will receive an itinerary confirmation email and under the flight section it will show you the airline confirmation.

It’s best to do this via the airline’s online check-in system prior to departure. It is your responsibility to ensure the information you enter is accurate.

Visit the airline’s website directly to manage your booking, check-in and print your boarding pass.

Domestic check-in is approximately 60 minutes prior to departure.
International and trans-border check-in 3 hours prior to departure.
Failure to check-in on time may lead to your itinerary being cancelled. In this case rebooking may either not be possible or may be subject to additional penalties.

You can also check the airport website or with the airline for confirmation of check-in times.

If your airline allows pre-allocated seating, visit the airline’s website to choose your seat.

Visit the airline’s website directly to request special assistance for your flight.

Contact us or the airline directly or you can add the Frequent flyer number at check-in or at the customer service desk.

URL: (https://travel.americanexpress.ca/service/static_page.cfm?page=travel_support)

Upon confirmation of your booking we will send you an airline confirmation reference. At check-in you will be required to produce a valid passport for international flights.  It is best to bring a print out of your booking confirmation and present this with your ID when you check-in.

Please contact us and we will send you a copy of your itinerary which will have your e-ticket information.

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Other information

We offer most domestic and international airlines on the site and are continuously working to increase our offering.

You can only redeem American Express Membership Rewards points on the American Express Travel website.

An e-ticket (short for electronic ticket) is stored in the airline’s reservation system and therefore eliminates the need for the passenger to produce a printed airline ticket.

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Hotel

You can book up to three rooms on one booking. You are welcome to make multiple bookings if you require more than three rooms.

Your payment covers the room rate and where stated, breakfast.

All the booking made online are prepaid except for The Fine Hotel & Resorts and The Hotel Collection, you will be charged upon checking out of the hotel.

Any local, resort, additional residence fees/taxes need to be paid at the hotel. Please see booking and cancellation policies listed under each room type.

Every room has a different policy set by the hotel. Find out more using each room policies link.

You will receive a booking confirmation email showing your itinerary details. Hotel vouchers can be printed online upon completion of the reservation or via "My booking" section in the homepage.

Yes. Before you confirm your booking you can make specific requests such as non-smoking room.  These are requests only and cannot be guaranteed.

Yes, you can select your bed type when you book.

Hotel amenities can be found on the select page after you choose the hotel property.

The details can be located under “Hotel Amenities” on the select page after you chose the hotel property.

You will need a government-issued ID, your hotel voucher and most hotels require a Credit Card under your name.

Check this with the property using the details in your booking confirmation email. They may not always be able to accommodate this request but will let you have your room early if it’s available. When arriving late, please check with the property directly.

For Fine Hotels & Resorts and The Hotel Collection you can add your loyalty number when you book online. Other hotel loyalty programs such as Hilton Honors do not accept third party bookings as per their T&Cs. You’ll need to contact the hotel directly to add your loyalty number to your booking at the hotel’s discretion.

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Car

You will receive a booking confirmation email including your itinerary details. You can print off your car rental voucher online upon completion of your reservation or via "My booking" section on the homepage.

This varies so please refer to the car policy/rate inclusions and your rental voucher for further information. 

Please refer to the car policy/rate inclusions and your rental voucher for further information. 
If you collect or return your vehicle outside the pick-up/drop-off time and date booked, additional charges may be applicable. Optional extras are available for purchase at the location.

For some car rental companies, drivers must be at least 25 years of age, while additional charges or restrictions may apply for drivers under 25. You must have a valid driver's license and your American Express Card to complete your booking. Please refer to the car policy/rate inclusions and your rental voucher for further information. 

That option currently isn’t available on our site but we are looking to add it in the future.

Some of the car rentals are not located inside the airport. Please refer to the car policy/rental voucher for further information.

Your driving license, the same American Express Card that was used to complete the booking and the car rental voucher.

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Other travel information

•Your passport with at least 6 months validity from the return date.
•It is vital that the name on the booking exactly matches the name on the passport.
•Name changes later will incur a fee and could stop you boarding.
•Any necessary visas.
•Your printed itinerary.
Please click on Travel Documents and Visas from the homepage for more information.


Yes, American Express® Travel Insurance offers a range of coverage plans including single and multi-trip coverage.  If you’re an existing American Express® Cardmember, check the travel insurance coverage included on your Card. Please visit American Express Insurance for details. 


Most airlines allow pregnant women to fly until the end of the 35th week for single pregnancies and the end of the 32nd week for multiple births (i.e. twins).  After 28 weeks you need to carry a certificate from your doctor or midwife confirming your due date and that there are no complications with your pregnancy. Please also check your travel insurance terms. If you have any other questions, please contact us.


For medical advice about your holiday destination or journey, including vaccinations, please contact your family doctor or local health clinic. Please allow time to have any necessary (or recommended) immunizations in good time.

If you have an issue with a travel provider while travelling, it’s usually best to speak directly with the travel provider (airline, hotel or car rental company). If you have a complaint post-holiday, please contact us at the number on the back of your Card.

Please refer to the Online Privacy Statement.


Please view our Online Privacy Statement here.


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