Coronavirus – Frequently Asked Questions

Covid 19 American Express Support

 

 

We know the past several weeks have been extremely difficult as the situation with coronavirus (COVID-19) continues to develop. Nothing is more important to American Express than the health and safety of our customers, and that of our colleagues, and we want you to know that we’re here to help.

 

Due to the global impact of coronavirus, our Customer Care professionals are working around the clock to serve you. Our service centres are experiencing higher than normal call volumes, we apologise for the longer than usual wait times and would like to thank you for your patience. During this time, we would also like to remind you of the digital options available to you, which can be faster and easier to get the support you need.

How to stay connected digitally:

 

We want to reassure you that no matter where you are, we’re here for you online and through the Amex App, where you always have quick and easy access to your Account. If you’re not enrolled, it’s easy to get started:

 

Take a moment to update your information:

 

Take a moment to ensure we have the most up to date contact details for you on file including email and mobile phone number. It’s an easy way for us to reach you if there is ever an issue with your Account. It also helps us to confirm your identity when you call in about your Account.

 

You may wish to consider enrolling in to paperless statements so that you receive your Card account statement via email.

 

Reach out to us digitally – it’s fast, easy to use, and secure:

 

Managing your Account

Are there likely to be delays with my card replacement as a result of this issue? 

 

Currently there are no distribution delays.

What happens if I used my travel credit for a trip that is now cancelled?

 

If the trip you booked is eligible for an Airline or Supplier refund, we will refund any form of payment including any Travel Credit and/or Membership Rewards points (excluding any airline/supplier cancellation fees). Travel Credits and Membership Rewards points are usually non-refundable forms of payment but given the exceptional circumstances, these are being refunded at this time.

 

I need to make payments in store but am concerned about touching POS terminals, are there any alternatives?

 

You do not need to enter your PIN at POS terminals when you make payments using Apple Pay (even for transactions above $100). Simply activate Apple Pay on your device and hold it near the terminal/contactless reader. Register your Card to Apple Pay via the Amex App, or follow the steps here.


Travel & Other Bookings

Insurance

 


I want to travel despite Smartraveller guidelines advising against it. Does my insurance cover this?

 

Please visit the Insurance Centre to find more information about insurance cover.

 

What insurance cover does my Card include?

 

Please visit the Insurance Centre to find more information about insurance cover.

 

Refunds

 

If any of the following circumstances apply to you:

 

  • I have booked travel but Smartraveller has now advised against travel to my destination.
  • My travel/accommodation/event booking has been cancelled.

  • I have a booking for accommodation or an event that I cannot attend as my travel has been cancelled.

  • I don’t want to travel or attend an event but there is no restriction that I can’t.

  • I have payments due for a future trip but I’m unsure as to whether I will want, or be able, to go.

Please reach out to the merchant (travel company/hotel/event organiser) responsible, who will assist and confirm your booking Terms and Conditions. 

 

Travel companies are extremely busy at this unprecedented time – please check their website first where relevant for information.

 

What happens if I used my travel credit for a trip that is now cancelled?

 

If the trip you booked is eligible for an Airline or Supplier refund, we will refund any form of payment including any Travel Credit and/or Membership Rewards points (excluding any airline/supplier cancellation fees). Travel Credits and Membership Rewards points are usually non-refundable forms of payment but given the exceptional circumstances, these are being refunded at this time.

 

If a merchant goes into administration before my booking is fulfilled will I get a refund?

 

If you can, please contact the merchant directly. 

 

You can also set up a dispute from your Online Account, by selecting the transaction and clicking on “Have a question about this charge”

 

I’ve seen an article that says I can claim money back from American Express for my flight/booking is this true?

 

In the first instance, please reach out to the merchant (travel company/hotel/event organiser) responsible, who will assist and confirm your booking T&Cs. 

 

 You can also set up a dispute from your Online Account, by selecting the transaction and clicking on “Have a question about this charge”. You may be asked to upload evidence to support your claim. 

 

American Express Travel

 

How can I manage a booking I made through American Express Travel?

 

If your booking is scheduled within the next 3 days :

 

For American Express Travel Online bookings, please contact our Online Support Team on 1300 303 877 between 7am-6pm AEST Monday to Friday for assistance.

 

For Platinum Charge Card Travel bookings (not including online), please contact our Platinum Travel Team by calling the number on the back of your card and selecting Option 1. They are available between 7am-7pm AEST Monday to Sunday for assistance.

 

For Centurion Charge Card Travel bookings, please contact your dedicated Relationship Manager. 

 

Please be aware that our service teams are experiencing high volumes and wait times are longer than usual.


Contact Us

How can I get in contact with American Express?

 

We strongly encourage you to use our digital tools for self-servicing. You can access via your Online Account or by using the Amex App at your convenience.

 

You can also call the number on the back of your Card but please be advised that our service centres are experiencing high call volumes and wait times will be longer than usual.