Travel support

My benefits

Do I earn Membership Rewards® points for travel when booking the American Express Travel website?

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

Can I book travel using my Membership Rewards 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.

Can I combine my Membership Rewards points from several Cards to make a booking?

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.

Can I combine my Membership Rewards points with another American Express Cardmember’s to book on American Express Travel online?

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

How do I pay with Membership Rewards points?

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.

I don’t have enough Membership Rewards points for the travel I’ve selected. What can I do?

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

I can't see my Membership Rewards points balance on the check-out page. What should I do?

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.

When will bonus Membership Rewards points be added to my Account?

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. 

If I use Membership Rewards points for travel for someone else, do I have to travel with them?

No, you do not have to travel with them.

I paid using my Membership Rewards points. Why did you charge my Card for the full amount?

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.

What is the Fixed Points Travel Program?

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.

Can I pay airline surcharges and taxes with Membership Rewards points?

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

Can I use my Membership Rewards points and/or my Travel Credit to purchase travel for my family and friends?

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.

Is there an additional fee or charge for using my Membership Rewards points and/or Travel Credit to book travel?

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

Can I pay for my booking using my Travel Credit and my Membership Rewards points?

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.

Can I redeem my Travel Credit for a booking of less than the value of Travel Credit?

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

When will my Travel Credit expire?

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

My Travel Credit is not showing, why?

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.  

Can I redeem multiple Travel Credits for a single booking?

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

What happens if I use my Travel Credit to make a booking, and then cancel that booking?

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

             

When can I use my Travel Credit to book travel on the American Express Travel website?

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).   

Which hotel benefits are available for American Express Cardmembers to book online?

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

Visit The Fine Hotel & Resorts program page

Vist The Hotel Collection page.


How do I book a hotel with the Fine Hotels & Resorts Program?

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.

Can I book with the Fine and Hotel resorts program for my friends and family?

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

I can't see the price for the Fine Hotel & Resorts hotels or The Hotel Collection, why?

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

I just booked a room with the Fine Hotel & Resorts program, How do I pay for my booking?

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

When booking with the Fine Hotel & Resorts program, can I use the unique amenity credit valued at US $100 towards the cost of the room and taxes?

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.

How many rooms can I book under the Fine Hotels & Resorts and The Hotel Collection program?

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.

How do I book a hotel with The Hotel Collection program?

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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Manage my booking

What services can I book on this site?

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

How does your site arrange search results?

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.

Do I need to be register with American Express to make a booking?

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.

Do you charge any additional service fees?

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

Can I add travellers to my existing booking?

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.

Can I make a booking for someone else?

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

I’m having issues completing a booking on the site, what should I do?

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.

What if my American Express Card/Account isn't found in the drop down menu during check-out?

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.

How can I pay for the charges associated with changing my booking?

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

How will I know my booking has been confirmed?

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.

Why did I not receive an email after completing my reservation?

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.

How do I access and print my itinerary?

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

I saw a lower fare on another website, can you match their price?

No, we do not offer price matching.

If I make a mistake in my booking what can I do?

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

Do refunds within 24 hours apply to all airlines?

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

What do I do if I need to change or cancel my booking?

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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Flights

Are all airlines available on the American Express Travel online site?

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

I am trying to book a flight for tomorrow and I keep receiving an error message, why?

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

How do I book a flight for a child/infant?

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.

Can I book a mixed class flight or mix and match flights by airline and time?

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

Can I book with low cost airlines on the American Express Travel website?

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

How do I pay airport taxes and levies when booking?

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.

Do I need to pay the Air Passenger Duty?

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

What are the restrictions on my booking?

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.

How will I receive my ticket?

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.

What is an e-ticket?

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.

What do I do if I have lost my ticket?

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


Can I check-in online and print my boarding pass?

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.

Where can I find the airline confirmation reference?

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

Do I need to contact the airline to get my tickets?

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

Where do I add my passport details for my online international booking?

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.

Can I change a traveller name for my flight?

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

I missed my outbound flight? Can I still use my return?

 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.

Why did my flight schedule change?

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. 

How long in advance do I need to arrive at the airport?

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.

How do I select my airplane seat?

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

What is my flight’s luggage allowance?

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.

My luggage is delayed or lost, what shall I do?

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.

Can I request special assistance at the airport or on a flight?

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

I did not enter my frequent flyer information when I made my reservation. How can I get credit for my trip on my frequent flyer account?

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

Can I redeem Air Miles/Aeroplan miles points on the American Express Travel website?

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

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Hotel

How many rooms can I book?

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

What is included in my pre-paid hotel booking?

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

When do I pay for my hotel booking?

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.

Are all locally paid taxes, city tax, tourist fees etc. included in my booking?

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.

How do I know if my hotel is refundable?

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

How will I receive my voucher?

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.

Can I make special requests with my hotel room reservation?

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

Can I book a specific type of bed (e.g. King or Double)?

You can request the specific type of bed at the time of booking. 

How do I find out if a hotel has a certain amenities, i.e. swimming pool, parking options?

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

How do I find out if a hotel allows pets?

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

What documentation do I need to check-in?

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

I will be arriving earlier/later than stated check-in time. Can I still check-in?

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.

Can I add my hotel loyalty program to my hotel booking?

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

How will I receive the car rental voucher?

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.

What is included with my car rental booking?

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

What additional charges are not included in my car rental booking?

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.

Are there specific rules or age requirements to renting a car?

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. 

Can I pick up my car rental at one location and drop it off at another?

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

Where can I find the car rental location?

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

What documentation do I need to pick up my rental car?

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

What documentation will I need to travel?

•       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.

Can I get Travel Insurance through American Express?

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. 

Travelling while pregnant?

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.

Will I need any vaccinations?

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 advance of your departure date.

What if I have a complaint?

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.

Is my personal information secure?

Please refer to the Online Privacy Statement.

Do you pass data on to third parties?

Please view our Online Privacy Statement here.

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