United KingdomChange Country

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. To ensure the safety of our Customer Care Professionals, the team have been set up to answer your calls securely from home. Completing this transition has improved our ability to take more calls, but wait times continue to be longer than usual, due to the unprecedented number of calls we are receiving. 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.

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:

 

If you’re responsible for managing a Corporate Card programme for your company, you can use @Work to manage your Account online. Here you can carry out many administrative and reporting functions, from adding and cancelling employee Cards, to tracking and managing spend. New user? Register for @Work.

 

FX International Payments customers:

Take a moment to update your information

 

Take a moment to ensure we have your most recent email and mobile phone number on file. Please also consider enrolling into paperless communications. It’s an easy way 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.

 

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

 

Temporary Payment Relief  

 

In these unprecedented times, American Express is here to support our customers.To find out more about American Express’s COVID-19 Payment Holiday should you require short-term support, please click on the below link for further information and support. 

 

www.americanexpress.com/uk/paymentholiday

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

 

Currently there are no distribution delays

 


Travel & Other Bookings

Insurance 

 

What insurance cover does my Card include?

 

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

 

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

 

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

 

Refunds 

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

 

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

 

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

 

Please reach out to the merchant (hotel/event organiser) responsible, who will assist and confirm your booking T&Cs. 

 

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

Please reach out to the merchant (airline/travel company) responsible, who will assist and confirm your booking T&Cs. 

 

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 merchant (travel company/hotel/event organiser) responsible, who will assist and confirm your booking T&Cs. 

 

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 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 merchant (travel company/hotel/event organiser) responsible, who will assist and confirm your booking T&Cs. 

 

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

 

If you have existing travel reservations booked through American Express Travel, we can help you modify your plans.

If you do not have travel or a specified cancellation date in the next 72 hours, we kindly ask that you call back at a later date so that we can help those who urgently need to change their travel plans. 

If you booked through American Express Travel Online, please refer to our travel advice page for the latest details. 

 

American Express Centurion Lounge

We are temporarily closing all Centurion Lounge locations starting 21 March 2020. You can get the latest information by visiting www.TheCenturionLounge.com


Backing Our Community

Backing our Community


At this time, it’s more important than ever that we come together to support one another.As part of our commitment to frontline workers, American Express has partnered with Deliveroo to help deliver 500,000 free meals to NHS staff at work as well as thousands of free meals to their homes. We are proud to back this initiative to ensure more NHS workers have meals, when and where they need them, while they are doing so much to keep us safe during this crisis.


As a global brand, American Express has also committed more than $6 million in contributions to organisations who are working to mitigate the impacts of COVID-19 in local communities around the world, including the International Medical Corps, the CDC Foundation and the COVID-19 Solidarity Response Fund by the World Health Organization. These grants will help provide protective equipment to frontline healthcare workers, support the development of vaccines and research and help feed people impacted in our communities, among other critical needs.

Offers and Rewards 

Welcome Bonus Offers on Cards

 

If you opened your Account on, or since, 29 January 2020 and are eligible for a welcome bonus, we have extended the period in which you can make eligible purchases to earn your bonus by an additional 3 months.

 

What welcome bonus offers does this extension apply to?

 

This extension applies to welcome bonus offers to earn a bonus after making eligible purchases within the first 3 months of opening or upgrading your Card Account for the following UK Cards:

 

  • Personal
  • Small Business
  • International Currency Cards

This extension applies to welcome bonus offers associated with upgrading a Card Account.

This extension applies to welcome bonus offers associated with being referred to American Express by a friend.

This extension does not apply to any other offer, such as offers related to adding Supplementary Cardmembers or offers related to promotional APRs, or other pricing terms.

This extension does not apply to non-UK Cards or to American Express® Cards issued by other financial institutions.

 

 

Who is eligible for a welcome bonus?

 

For personal Cards, you are eligible for a welcome bonus if you have not held another personal American Express Card in the past 24 months, with the following exceptions:

 

  • If you hold a personal Platinum Card®, you are eligible for a welcome bonus if you have not held another personal Membership Rewards®-enrolled American Express Card in the past 24 months.
  • If you hold a personal British Airways American Express Premium Plus Card, you are eligible for a welcome bonus if you have not held another personal British Airways American Express Card in the past 24 months.

For Small Business Cards, you are eligible for a welcome bonus if you have not held another Membership Rewards-enrolled American Express Card in the past 6 months.

 

 

How long is the extension?

 

The terms of your original welcome bonus offer will be extended for an additional 3 months, so you will have a total of 6 months to make eligible purchases to earn your welcome bonus.

 

Do I need to do anything?

 

No, the extension will be automatically applied.

 

Where can I see my progress towards earning my welcome bonus?

 

You can track your progress by viewing the spend tracker in your Online Account or the Amex App.

 

How do I confirm my Card Account approval date?

 

You can confirm your Card Account approval date by identifying the date on the email that American Express sent to you to notify you of your approval, which is the date of Account approval.

 

I have a Vitality American Express Credit Card, will my introductory offers also be extended?

Yes, we have changed the end date of these offers from 30 April 2020 to 31 July 2020.

 

 

British Airways Companion Vouchers

 

I have a British Airways American Express Card, can my Companion Voucher be extended?

 

To ensure you have the opportunity to use any Companion Vouchers earned through your British Airways American Express Card, a six-months expiration extension has been applied to the current vouchers in your British Airways Executive Club Account. You can view any existing vouchers you may have by logging into your Executive Club Account here. This change has been automatically applied, so there’s no further action from you required.

 

In addition, if you haven’t yet earned your Companion Voucher but do so between now and 30 June 2020, British Airways will automatically extend your expiration date by six-months in addition to the original period. To view your spend tracker for the Companion Voucher, please log in to your American Express Account via desktop or App and view the Membership section.

 

For more information and travel advice, please visit the FAQS on ba.com.

Contact Us

How can I get in contact with American Express?
 

Our service centres are experiencing high call volumes and wait times.

 

We strongly encourage you to use our digital tools for self-servicing. You can access your Accounts online and by using the Amex App at your convenience.

 

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

 

Please note responses will be slower than usual.