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Coronavirus – Frequently Asked Questions

COVID-19 Support

Here’s how American Express can help

 

We know the past several weeks have been extremely difficult with the Coronavirus (COVID-19) outbreak on the rise. Nothing is more important at American Express® than the health and safety of our customers and colleagues, and we want you to know that we’re here to help.

 

Stay connected digitally:


We want to reassure you that no matter where you are, you have quick and easy access to your Account by logging in at www.americanexpress.com/in or through the Amex App. To create an Online Account, click here.

 

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

 

 

You can also stay informed and keep up to date with everything about COVID-19 by downloading the Aarogya Setu App.

Download now*
Privacy rules of Aarogya Setu apply. For further details refer app. *By clicking on 'Download Now' you will be navigated to a third party website and redirected away from American Express Banking Corp. You will be governed by the terms and conditions of the website that you are navigating to. 

 

Managing your Account

Will I receive my paper statements on time?

 

There might be delays in the delivery of your paper statement. You can access your latest statement anytime, anywhere by logging on to the American Express website or the Amex App.

 

Are there likely to be any delays with cheque processing?

 

In the current scenario, we recommend you to use one of our digital payment options to pay the outstanding balance on your Card. You can access these options here.

If you have already sent your cheque payment by drop box, courier or mail and the credit is not reflected on your Card, you will need to put a stop payment on the cheque and settle your outstanding balance through a digital payment channel.

 


Moratorium

 

Important information about RBI’s recent directive on an ex-gratia payment of interest.

 

You may be aware of the recent directive from the Reserve Bank of India (RBI) regarding an ex-gratia payment of interest charged during the payment moratorium program.

 

We are pleased to let you know that we will be issuing a credit to eligible American Express® accounts by 5 November 2020. For details of the amount credited, you may refer to your Online Services account or your next monthly billing statement.

 

An excerpt of RBI’s directive is captured below:

“The Government of India has announced the Scheme for grant of ex-gratia payment of difference between  compound interest and simple interest for six months to borrowers in specified loan accounts (1.3.2020 to 31.8.2020) (the ‘Scheme’) on October 23, 2020, which mandates ex-gratia payment to certain categories of borrowers by way of crediting the difference between simple interest and compound interest for the period between March 1, 2020 to August 31, 2020 by respective lending institutions.”

 

You can view the complete directive here.


Card Renewal

Your American Express® Card valid through date has been extended by 5 years. 

 

We are unable to send you a replacement for your expired or soon-to-expire American Express® Card. To ensure that your Cardmembership is seamless, we have extended the valid thru date of your current Card by 5 years.Please note –For Jet Airways American Express® Platinum Credit Card and Jet Airways American Express® Corporate Card, the valid thru date has been extended by 4 years. To calculate the new valid thru date of your Card, simply add 5 years to the valid thru date mentioned on the Card.

 

For example, if the valid thru date mentioned is 04/20, the new date will be 04/25. (04/24 for Jet Airways American Express® Platinum Credit Card and Jet Airways American Express® Corporate Card) 

 

All necessary changes have been completed on our end, so you can continue using your current Card with confidence for in-person and online purchases.

  • For all your in-person purchases, you are free to use your current Card, without worrying about the valid thru date mentioned on it.
  • For online purchases, going forward, you will need to use the new valid thru date, i.e. 5 years added to the date currently mentioned.Overseas transactions are not in scope of the validity extension.
  • We request you to wait for your new Card to start making overseas transactions.
  • To use the Card with online merchants where your Card details are not stored, you will need to mention the new date at the time of transactions.
  • To use the Card with online merchants where your Card details are already stored, you will be required to change the details. To do so, please follow the below steps:
  1. Delete the current Card details stored
  2. Save the Card details again with the new date 

 

Please be assured that once the situation improves and normal operations resume across the country, your new Card will be dispatched to your registered address.

 

 

 


Travel & Other Bookings

Insurance

 

What insurance cover does my Card include?
 

Please visit the Insurance Centre to know about the insurance benefits associated with your Card.

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

Please visit the Insurance Centre to know about the insurance benefits associated with your Card.


Refunds


My travel/accommodation/event booking has been cancelled. Can I get my money back?


Please reach out to the concerned merchant (Travel Company/Hotel/Event Organizer) directly, they will inform and assist you about your booking terms and conditions. 

Please note: All airlines and hotels are providing rescheduling waivers, which means you will be able to change your dates of travel, without any charges.

I have a booking for an accommodation/event that I cannot attend as my travel has been cancelled. Can I get my money back?


Please reach out to the concerned merchant (Hotel/Event Organizer) directly, they will inform and assist you about your booking terms and conditions. 


 I have a travel booking but the Foreign Office has now advised against travel to my destination. Can I get my money back?

Please reach out to the concerned merchant (Airline/Travel Company) directly, they will inform and assist you about your booking terms and conditions. 
 

I don’t want to travel or attend an event but there is no restriction that I can’t.  Can I get a refund?

Please reach out to the concerned merchant (Travel Company/Hotel/Event Organizer) directly, they will inform and assist you about your booking terms and conditions. 


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

If possible, please contact the merchant directly. 

You can also set up a dispute from your Online Account, by selecting the transaction you want to dispute.

 

I have payments due for a future trip but I’m unsure as to whether I will want, or be able, to go. Can I get my money back?

Please reach out to the concerned merchant (Travel Company/Hotel/Event Organizer) directly, they will inform and assist you about your booking terms and conditions. 

 

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

We urge you to first reach out to the concerned merchant (Travel Company/Hotel/Event Organizer) directly, they will inform and assist you about your booking terms and conditions. 
 
You can also set up a dispute from your Online Account, by selecting the transaction you want to dispute. You may be asked to provide 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, please contact the American Express Travel team on the below contact numbers –

 

  • 1 800 419 0150 for International Bookings
  • 18602669902 for Domestic Bookings

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

 

I booked my flight on a third party website. Can I seek assistance with disputing the charge?

 

To expedite your request, we suggest that you reach out directly to the business (merchant/airline) first. Many businesses have special cancellation or refund policies under the current COVID-19 situation. If they agree to refund the amount; the process may be faster for you. Also, they might be able to provide you with other alternatives such as rescheduling the flight for a later date.

 

 

I booked my trip with American Express Travel, but I want to cancel or reschedule the booking due to the COVID-19 outbreak. Can you assist me on this?

 

We understand your concern regarding the COVID-19 outbreak and would be more than happy to connect you to our travel help desk when you get in touch with us to assist you better on the same.


Contact Us

How can I get in touch with American Express?

 

Our customer care teams are hard at work to help you, however, we strongly encourage you to use our digital tools for self-servicing. You can access your Account online and on the Amex App at your convenience.

 

For travel or insurance queries, please contact the provider directly.
 

Please note that the responses will be slower than usual.