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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.

 

Financial difficulty or hardship


If you are experiencing financial difficulty or hardship, we are committed to finding ways to help.  If you’d like to discuss payment options, please call the number on the back of your Card.

Managing your Account

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 into paperless statements so that you can receive an email notification to log in online when your Card Account statement is ready.

 

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

 

If any of the following circumstances apply to you;

 

  • I’ve applied and been approved for a new Card and haven’t yet received it in the mail
  • My Card has expired and I haven’t yet received a new one in the mail 
  • I’ve ordered a replacement Card and haven’t yet received it in the mail

Your Card is on its way and we are doing everything we can to ensure it arrives as quickly as possible. COVID-19 is impacting the Australian postal service which is resulting in some Card Members in certain parts of Australia experiencing delays receiving their Card. If you have not received your Card within 20 days of your application / request, please contact us.

I need to make payments in store but am concerned about entering my PIN, are there any alternatives?

 

Your safety is important to us and when it comes to making payments, we’ve got your back. We’re reducing physical contact at the point of sale so you will no longer need to enter a PIN on American Express contactless transactions up to $200 (previously $100). This update is currently being rolled-out progressively to businesses. Continue to follow the instructions on terminals when making a payment.


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.

 

If you’ve been unable to contact the merchant or resolve the dispute with them, you can set up a dispute from your Online Account, by selecting the transaction and click on ‘Have a question about this charge’. In appropriate circumstances, we may suspend the amount.

 

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 Terms and Conditions.  

 

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

 

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.

 

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

 

For American Express Travel Online bookings, please call our Online Support Team on 1300 303 877 between 7:00 am – 6:00 pm 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 7:00 am – 7:00 pm AEST Monday to Sunday for assistance.

 

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

 

You can review our travel policies, and those of our partners, by visiting the Amex Travel COVID-19 Information Hub.


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.