Our Membership Rewards program is currently unavailable due to scheduled maintenance. We are working hard to bring our service back by 18-05-2015. Until service is restored you won’t be able to access or use Membership Rewards points online or through customer service as form of payment. We apologise for any inconvenience this may cause.
American Express Travel - Canada - Frequently Asked Question's
How will I receive my confirmation?
Acknowledgement of your booking will be made via an itinerary confirmation e-mail. If you do not receive this acknowledgment within 24 hours of making your reservation please contact us at 1-855-804-9600 (416-868-0955).
What are the restrictions on my ticket?
You can access the fare rules during the booking process on the itinerary page by selecting view policies. Flights may be subject to the following restrictions:-
- Non-refundable - refunds are not permitted.
- Non-transferable - name changes are not permitted.
- Non-exchangeable - exchanges are not permitted.
- Non-re-routable - routing changes are not permitted.
- Non-upgradeable - upgrading to higher fare types is not permitted
Will there be any additional service fees?
A $50 Service Fee may apply for travel bookings made by phone. This fee is waived if you are booking with a Centurion® Card from American Express, The Platinum Card® or The Business Platinum CardTM from American Express®
Can I make a booking for someone else?
Cardmembers who wish to make a reservation for a third party should ensure they log in prior to making the reservation. This is to protect you against fraudulent transactions. Third Party bookings can only be booked by a logged in user. Note that Traveller #1 must be the Cardmember.
How will I receive the tickets and vouchers?
Upon confirmation of your booking we will send you an electronic ticket. It is best to take a printout of your confirmation and present this with the appropriate ID when you check in.
What do I do if I have lost my ticket?
If you have lost your ticket at any time prior to your travel, please contact us for advice. Most airlines charge a fee to reissue a lost ticket or issue a ticket on departure. Hotel and car vouchers will be available to print on-line upon completion of the reservation.
What is an E ticket?
An e-ticket is an electronic ticket which we will send you via e-mail upon completion of your booking. We would recommend printing this ticket and taking it with you when you travel and if you lose it, you can simply go on-line and print another one.
What time do I need to check in for my flight?
Domestic check-in is approximately 90 minutes prior to departure.
Trans-border check-in is 2 hrs prior to departure.
International check-in is 2-3 hrs prior to departure
Late check-in may result in denied boarding. Please reconfirm your international flights, 72 hours prior to departure, with the relevant local airline office.
The check-in times indicated in the documents we send you are guidelines only. Airport, flight terminal and airline check-in requirements change frequently; we recommend you reconfirm specific requirements before going to the airport.
What do I do if I need to change or cancel my booking?
If you need to change or cancel your booking, contact us at 1-855-804-9600 (416-868-0955).
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.
We reserve the right to apply service fees in addition to the airline and/or supplier charges.
What documentation will I need to travel?
You will need your Passport and any necessary visas along with your tickets / ticket confirmation.
How do I pay with Membership Rewards points?
There is a Membership Rewards calculation slider on the payment page which you can use to quickly and easily change the amount of points you wish to use for each booking. You have flexibility to pay with your Card, your Membership Rewards points or a combination of the two.
I don’t have enough points for the travel I’ve selected, what can I do?
Don’t worry you may pay using a combination of your Membership Rewards points and payment on your American Express Card.
Can I pay airline surcharges and taxes with Membership Rewards points?
Yes, you can choose to use your points to pay for both your travel costs and the additional charges such as airline surcharges and taxes
Is there an additional fee or charge for using my Membership Rewards points to book travel?
There is no additional fee to redeem points for travel.
Can I use my Membership Rewards points to purchase travel for my family and friends?
Yes, you can use points to book travel for other people, such as family members or friends provided the tickets are not for resale, promotional or commercial use.
When using Membership Rewards point for travel, do I have to accompany the person I have booked travel for?
If your are booking travel on our site, Traveller #1 must be the Cardmember.
How do I pay airport taxes and levies when booking?Any taxes and levies that apply to 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 you are quoted when you are booking your travel. Airport user fees may apply at some airports and must be paid prior to departure from the applicable airport.
How close to the date of travel can I book tickets using my Membership Rewards points?
Generally you will be able to book a flight up to three business days before the date of travel, however for the best availability, book as early as possible.
Can I organize travel insurance using my Membership Rewards points?
Yes, we offer a whole range of insurance packages including single trip, annual and family coverage which Membership Rewards points can be redeemed for. Call us for more information.
How do I access and print my itinerary?
Please go to the Travel homepage and click on the My Bookings link to view your bookings. You can print your itinerary from here.
Can I book a specific type of bed (e.g King or Double)?
Yes, based on availability. The type of rooms available will be displayed and can be selected in the booking process
Can I make special requests with my hotel room reservation?
Yes. We provide an area in the booking process before you confirm your booking where you can make specific requests i.e. no smoking room.
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), whereupon expectant mothers are strictly advised not to fly.
After 28 weeks, you need to carry a certificate from your doctor or midwife confirming the estimated date of delivery and that there are no complications with your pregnancy. Please also check your travel insurance terms.
If you have any other questions or concerns around this, please contact us.
Can I request special assistance at the airport or on flight?
Yes. Please contact us and we will be happy to request special assistance.
Are my details secure online?
Please refer to the Online Privacy Statement.
What if I have a complaint?
If you have an issue with a travel provider whilst travelling, we would advise you to speak directly with the travel provider (airline, hotel, car rental company). If you have a complaint post holiday, please contact us.
Who do I contact if I am having problems booking online?
Please contact us for assistance.
Do you pass data on to Third Parties?
Will I need any vaccinations?
For medical advice regarding your holiday destination or journey, including vaccinations, you should contact your family doctor or local travel clinic. Please do so well in advance of your departure so you can arrange to have any necessary (or recommended) immunizations in good time.