AMERICAN EXPRESS® TRAVEL SERVICE ONLINE TERMS AND CONDITIONS
1. Passport and Visa Requirements
Having the correct travel documentation is critical. If you have any questions or require assistance in regard to travel documentation please contact us (see heading “Questions” below, for contact details).
Click here for more information on passports, visas and health information.
For travel abroad, everyone requires a valid passport. In addition, depending on your passport’s country of issue and the country to/through which you are travelling, you may also need a travel visa and/or medical inoculations. Entry to another country may be refused if all required travel documents are not complete and can be refused even if the required information and travel documents are complete.
It is your responsibility to ensure that all members of your party have valid travel documentation for the travel being undertaken, for the countries you are travelling to and connecting through, and for re-entry back into Canada. Further, it is your responsibility to ensure that the names on the passports of all members of your party match the names on your tickets. We cannot accept any responsibility if your holiday or travel arrangements have to be cancelled due to delays in document processing or because the relevant authorities have refused your travel documents. Processing times of issuing offices can take many weeks; please allow sufficient time to obtain all necessary documents prior to departure.
Canadian Citizens require a valid 5 year Canadian Passport for travel outside of Canada. All children regardless of age (including newborns and infants) must have their own passport.
Travellers must be prepared for TSA (Transportation Security Administration) check by US Customs and Security—this check will require full legal Name, gender, and date of birth. Failure to advise will result in denial of entry into the United States. Other Countries may apply the same security pre-screening.
The Transportation Security Administration requires us to collect information from you for purposes of watch list matching, under the authority of 49 U.S.C. section 114, and the Intelligence Reform and Terrorism Prevention Act of 2004. Providing this information is voluntary; however, if it is not provided, you may be subject to additional screening or denied transport or authorization to enter a sterile area. TSA may share information you provide with law enforcement or intelligence agencies or others under its published system of records notice. For more on TSA Privacy policies or to view the system of records notice and the privacy impact assessment, please see TSA's web site at www.tsa.gov.
A parent travelling alone with their child/children may require an affidavit or letter from the other parent.
Certain destinations may require at least 3 months to one year validity remaining on your passport after the date of return.
Visas may be required for Canadian Citizens for entry to certain countries. Immigration, visa and entry restrictions may apply elsewhere for other Nationalities.
Non-Canadian Citizens should contact the embassy, high commission or consulate of your destination for up-to-date advice on passport requirements.
Visas may also be required for long stays over three months or to work in certain countries.
Anyone with a criminal record travelling abroad may require a visa. This applies to entry to the USA and to other countries. You should contact the embassy, high commission or consulate of the destination for up-to-date advice on immigration and visa requirements.
Documentation requirements are subject to change. We recommend that all customers re-check their passport and visa requirements at least six weeks before they travel.
Note that living standards and practices in other countries and the standards and conditions there with respect to the provision of utilities, services and accommodation may differ from those found in Canada. For worldwide travel updates see www.canada.gc.ca
2. Airport/Airline Check-in Procedures
The recommended check-in times are listed below:
- Domestic check-in is 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.
3. Authority to Charge Card
You authorize the charging of the American Express Card(s) provided, the redemption of Membership Rewards points (if applicable) and acknowledge understanding and acceptance of the Privacy Notice set out at the end of these Terms and Conditions, which includes your consent to the collection, disclosure, use and processing of your personal information for the purposes identified.
4. Authority to Enter into this Agreement
5. Cancellations or Changes
Please call us if you wish to cancel or make changes to your booking at 1-855-804-9600 or 416-868-0955.
You may cancel some hotel and car rental bookings online. Go to americanexpress.ca/travel and visit Manage My Bookings.
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 12 weeks to process. We will advise you of any extra charges or fees that will apply to your refund.
Please note: If you have paid for your travel using Membership Rewards points and a refund is permitted by the travel supplier, you will receive a statement credit
less any charges or fees they may have applied
Carriers’ Liability
If the passenger’s journey involves an ultimate destination or stop in a Country other than the Country of departure, the Warsaw convention may be applicable and the convention governs and in most cases limits the liability of the carriers for death or personal injury in respect of loss of or damage to baggage.
6. Contact with you the Customer
7. Disclaimer of Liability
Amex Canada Inc. and its parent, subsidiaries, affiliates and representatives (collectively, "Amex") act only as agent for travel suppliers and you understand and agree that Amex shall not be liable for any loss, injury, expense or damage to persons or property resulting, directly or indirectly, from (1) the acts or omissions of travel suppliers, including but not limited to delays, overbookings, cancellation of services, cessation of operations, accidents or failures of equipment, or changes in fares, itineraries or schedules; or (2) acts of God, fires, earthquakes, floods, climatic aberrations, acts of government authorities, civil unrest, strikes, riots, theft, disease, accidents or failures related to the public internet, telecommunication lines or facilities, or third party technology systems, or any other cause beyond the control of Amex.
While American Express recommends travel suppliers and services to you, it is your responsibility to choose your travel suppliers. Therefore you shall hold Amex harmless and not responsible for any costs and/or inconveniences that may arise in the event the chosen travel supplier and/or their products and/or services do not match your personal preferences.
8. Disclosure of Relationships
American Express assists you in finding travel suppliers and making arrangements that met your individual needs. We consider various factors in identifying travel suppliers and recommending specific itineraries for you. In this role we are acting as an independent third party and not as a fiduciary. We want you to be aware that certain suppliers pay us commissions as well as incentives for reaching sales targets or other goals, and from time to time may also provide incentives to our travel counsellors. Certain suppliers may also provide compensation to us for various marketing and administrative services that we perform for them, such as granting them access to our marketing channels, participating in marketing programs and supporting technology initiatives. In addition, we receive compensation from suppliers when customers use the American Express Card or other American Express products and services. From time to time, we may enter into other business relationships with suppliers and these arrangements, including levels and types of compensation and incentives we receive, are subject to change. In identifying suppliers and recommending itineraries, we may consider a number of factors, including supplier availability and your preferences. The relationships we have with suppliers may also influence the suppliers we identify and the itineraries we recommend.
9. Emergency Assistance
10. Fare Rules and Restrictions
Tickets must be purchased immediately. It is not possible to reserve this fare for later ticketing.
Airfares guaranteed only at time of ticketing.
You can access the fare rules during the booking process on the itinerary page by selecting the “Fare Rules” link. Please read all the applicable fare rules and restrictions which are delivered with this itinerary/receipt.
Flights may be subject to the following restrictions (please note, these conditions are imposed by the airline and must be strictly adhered to):
- Non-refundable – refunds are not permitted
- Non-transferable – name changes are not permitted
- Non-changeable – date changes are not permitted
- Non-re-routable – routing changes are not permitted
- Non-endorsable – is only valid for the issued carrier
- Non-upgradeable – upgrading to higher fare types is not permitted
Transportation and other services provided by the carrier are subject to conditions of contract and other important notices, which are delivered with this itinerary / receipt. Please ensure that you have received these notices, and if not, contact us or the issuing carrier to obtain a copy prior to the commencement of your trip. Please read important information regarding airline liability limitations.
12. Membership Rewards Points
Membership Rewards points are accepted as payment for a wide range of travel options through American Express Travel Services. Membership Rewards points can be used to pay for new travel purchases, including taxes and surcharges. Membership Rewards points are not refundable. Membership Rewards points have no cash value. Travel selections are based on available space and are subject to terms and conditions of travel suppliers. For car rental companies and hotels that do not accept prepaid bookings, contact American Express Travel Services at 1-800-611-1100 or (416) 868-4992 for details about how you can use your Membership Rewards points.
13. PRIVACY NOTICE – SAFEGUARDING YOUR PRIVACY
You are urged to read this Privacy Notice thoroughly as it relates to important matters dealing with your privacy rights. It includes your consent to the collection, disclosure, use and processing of your personal information for the purposes identified. It also provides some illustrative descriptions and examples to help you understand the nature of this personal information and how it relates to the purposes
In this Privacy Notice, the words “we”, “our” and “us” mean Amex Canada Inc., its parent and affiliates (including Amex Bank of Canada, a provider of financial related services), and their agents and service providers (acting on their behalf). “Personal information” is any information which relates to an individual and allows that individual to be identified (“Information”).
We collect, disclose, use and process Information: (1) to consider initiating and to initiate, maintain and develop our relationship with you in connection with our offering products and services generally, including helping us to understand the current and future needs of our customers and to otherwise analyze and manage our business; (2) to administer billing and accounting services in relation to your business with us; (3) to apply security measures which may include monitoring transactions or verifying Information about your background or to identify you; (4) as permitted by or to comply with law and regulatory requirements; (5) to, where the provision of services or benefits provided to you are offered by or include the participation of third party suppliers, share and exchange with such third party suppliers, and their agents and service providers, any Information reasonably required for the provision of the services or benefits; (6) to share or exchange Information with a travel arranger authorized by you; and (7) to promote and to market additional products, goods and services offered by Amex, its affiliates or preferred travel partners, including by means of direct mail. When you provide us with your e-mail address, our e-mail communications with you may include customer service and information notices in addition to travel information and documentation. You agree that we, or reputable organizations selected by and acting for us, may from time to time monitor and / or record your telephone calls with us for the purposes of servicing accuracy, quality assurance, training and record keeping. We may use Information in our records for as long as it is needed for the purposes described above even after our relationship with you has ceased.
You authorize third parties to give us the Information for these purposes. If you provide us with Information about any other individual, you confirm that the individual (i) has consented to our collection, disclosure, use and processing of that Information for these purposes as reasonably required and (ii) authorizes third parties to give us the Information for these purposes.
You may at any time refuse or withdraw your consent under (7) through your online account or by calling us. Your request will be processed promptly but may not be captured for promotions already in progress. This will not limit Information we may provide you when you contact us.
14. Nature of Information Collected
The Information we collect from time to time may include: (1) Information to identify you such as name, title, date of birth, contact information, government issued documentation details (for example, a passport) and your background (for example, citizenship); (2) Information in relation to the provision of products and services (for example, language and travel preferences, emergency contact information, and loyalty or reward program information for communication to applicable suppliers); and (3) Information relating to transactions arising from your relationship with or through us (this includes travel reservation details and details about how you make payments to us) and (4) Information about your browsing history and the device you use to browse our websites, mobile applications or other online communications and content and your IP address. Please see our Online Privacy Statement for more information about cookies and similar technologies.
We collect Information from various sources including from you directly through Traveller Profiles, reservation bookings and other communications, through the products and services you use, from others with your consent (such as a travel arranger authorized by you) or other permitted sources.
In certain appropriate circumstances, we or others providing services through us may ask for health-related information for specific services (such as insurance) or requests (such as meal preferences on airlines). This type of Information will not be used for any purpose other than to address the specific service or request.
We ask about your citizenship to help determine the documentation requirements for travel outside of Canada. We collect passport details because this Information may be required for certain travel destinations.We will review and analyze Information in various ways. For example, we may monitor transactions using proprietary techniques to help identify transactions that may be of risk from a fraud or money laundering and terrorist financing perspective. This may involve assessing Information in relation to information from other sources including our own records to detect suspicious patterns or connections.
In providing you with our products or services, we will transfer information outside of your province or territory of residence or outside of Canada (“other locations”) where different data protection laws apply, such as to the United States (where our main operational data centers are located). No matter where we transfer information about you, we will protect it in the manner described in our privacy notices and in accordance with applicable laws using appropriate contractual protections. We also assess whether other technical and organizational measures are required. However, governments, courts, law enforcement or regulatory agencies in other locations may be able to obtain disclosure of customer information through their laws. For information about the manner in which we or our service providers (including service providers outside of Canada) treat information, please contact us as set out below.
15. Your Consent Rights
Except in the limited circumstances where our use of Information is permitted or required by law, before using your Information for any new purposes we will explain them to you and seek your consent.
Subject to legal and contractual restrictions, you can withdraw your consent to our use of your Information at any time with reasonable notice. If you refuse or withdraw your consent for any purpose that is required by us to fulfill our product or service contract with you we will not be able to provide you, or continue to provide you, with the product or service.
16. We Provide File Access
Customers have access to Information that is reasonably available and retrievable in the ordinary course of business. Upon written specific request, we will disclose to customers Information about them in our custody and control, and customers may correct Information about them that is inaccurate or incomplete or request that their Information be disposed. We will respond to a customer’s request and advise the customer in advance of any charges for copies. Some information may not be accessed or disposed if it refers to others, is subject to legal privilege, contains confidential information, cannot be retrieved using a customer’s name or account number, cannot be disclosed for legal reasons, or as otherwise permitted by law. If we are informed and it is determined that a customer’s Information in our files is inaccurate, we will correct it. Customers may exercise their rights to access, correct or dispose their Information by writing to the person in charge of the protection of Personal Information: Chief Privacy Officer, Amex Canada, PO Box 3204 STN F, Toronto, ON M1W 3W7. We will respond to a written request from you within 30 days of its receipt. If for any reason we deny your request, we will provide you with written reasons.
17. Privacy Code
To obtain more information about our policies and procedures in protecting your privacy visit our website at www.americanexpress.ca/privacy. Our Privacy Code includes additional illustrative descriptions and examples to help you understand the nature of the information we collect and how it relates to many of the purposes in this Notice; our approach to processing and storage of information outside of Canada; and additional details about your consent rights. Our Online Privacy Statement describes how we collect, use and disclose Information online including through websites, mobile applications and other online communications and content.
18. Consent
By checking the “I Agree” checkbox, you consent to the collection, disclosure, use and processing of personal information for the purposes described in the Privacy Notice.
If you do not wish to consent to this Privacy Notice, you can return to the main travel page to continue searching travel options or contact one of our travel counsellors by phone (see Contact Us link) if you would rather conduct this transaction offline.
19. Travel Document Dispatch
Documentation confirming this online transaction will be sent by e-mail to the e-mail address you have supplied. If you do not receive this confirmation record within 24hours, or if you require documents sent to you via another medium, please contact our Travel Redemption Centre (see heading “Questions” for contact details).
20. Travel Insurance
Some American Express Cards do not provide coverage for trip cancellation, trip interruption, baggage & personal effects, or emergency medical insurance. Your current provincial medical insurance may not provide enough coverage for out of province travel. Help protect yourself and your loved ones with optional Amex® Travel Insurance†. Get a free quote or purchase a plan in minutes online, or by calling 1-866-616-0674. Please ensure that you review the premium, coverage details, and exclusions of all our Travel Insurance plans in order to select a product appropriate for your circumstances, including your financial and coverage needs.
®: Used by Amex Bank of Canada under license from American Express.
† Amex® Travel Insurance is optional group travel insurance underwritten by Royal & Sun Alliance Insurance Company of Canada. You may contact the insurer at 1-888-877-1710 in Canada and the U.S. or visit rsagroup.ca. In this outline, we have given a brief description of just some of the benefits available under Amex® Travel Insurance. All insurance coverage is subject to the terms and conditions of the Group Policy issued to Amex Bank of Canada and the applicable limitations and exclusions described in the Certificate of Insurance issued upon enrollment. Please read the Certificate of Insurance carefully. Amex® Travel Insurance is underwritten by Royal & Sun Alliance Insurance Company of Canada. Amex Bank of Canada identifies insurance providers and products that may be of interest to some of its customers. In this role we do not act as an agent or fiduciary for you, and we may act on behalf of the insurance provider, as permitted by law. We want you to be aware that we receive compensation from insurance providers and our compensation may vary by provider and product. We do not require you to purchase any insurance product, and you may choose to cover your insurance needs from other sources on terms they may make available to you.
21. Questions?
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