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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.

 

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  American Express®  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:

 

 

Backing our Customers

 

If you are experiencing financial difficulties due to the effects of COVID-19, please get in touch with our Customer Care team to discuss your situation by calling the number on the back of your Card. Together we will work to find a solution for your particular situation, which could include a payment holiday.

 

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 latest information by visiting www.thecenturionlounge.com

 


Refunds 

How will the refund from a merchant show on my Card Account?

 

Refunded amounts in your transaction list are preceded by a minus symbol e.g. a refund of £10 will appear as -£10.

 

In your Online Account and in the Amex App your refund will appear against the original transaction date rather than at the top of your recent transactions list. Therefore, if your original transaction took place before your current billing period, you will need to look back at the relevant billing period to view it.

 

You can do this in the Amex App by following these steps:

  • Select the “statement” tab
  • Click on “Transactions and Statements”
  • Choose the relevant date range

 

You can also do this in your Online Account by selecting the relevant date range from here

The details of your refund will also be included in your next billing statement.

 

How do refunds affect my Account balance?

If the amount you have been refunded is smaller than your total Account balance, then your total Account balance will be reduced by this amount for the current statement period. If the amount you have been refunded is greater than your total Account balance, then the difference will appear as a credit on your Account for the current statement period.

 

I have a credit on my Account due to a refund, or because I overpaid my Account. Can I transfer this money back to my bank account?

Yes, we can arrange a credit balance refund to your bank account. Please contact us via chat in the Amex App, or online, or call the number on the back of your Card and we’ll be glad to help.

Please keep in mind, for credit balance refunds of £500 or more, and for transfers to bank accounts other than the one used for your Direct Debit, we will ask you for supporting documentation in the form of a bank statement.

 

I have a credit on my Account. Can I transfer this money to another American Express Card that I hold?

Yes, as long as you are the main Account holder, and have the same details, for both Cards. Please contact us via chat in the Amex App, or online, or call the number on the back of your Card and we’ll be glad to help with this. Please make sure you have your Card to hand.

 

I’ve cancelled my Card but am expecting a refund from a merchant. Will I still receive my refund?

Don’t worry, refunds will still process to a cancelled Account. When the refund arrives in your Account, contact us via Live Chat online, or call the number on the back of your Card to arrange a credit balance refund to your bank account.

Please keep in mind, for credit balance refunds of £500 or more, and for transfers to bank accounts other than the one used for your Direct Debit, we will ask you for supporting documentation in the form of a bank statement.  

 

Once I’ve requested a credit balance refund, how long will it take to receive my refund back from American Express to my bank account?

Typically up to 10 working days, but please be aware that volumes are very high at the moment and so processing times may vary.

 

Why are you asking to see my bank statement? I don't want to provide my bank details to American Express.

When a credit balance refund is £500 or more, we are required to collect bank account details in the form of a bank statement. We need to ensure that we are sending the refund to a bank account in the same name as the Cardmember or Client name on our system. We are only requesting this data in order to process your refund. We cannot process your refund without this information.

 

How do I send my supporting documents to American Express? Can I send it by email?

You can send your supporting documents via your Online Account: www.americanexpress.com/uk/documentcentre

Or by post: American Express Services Europe Ltd.

FAO Department 79,

1 John Street,

Brighton

East Sussex

BN88 1NH

 

How do refunds affect my points balance and progress towards earning rewards?

Any amounts that are credited to your Card Account by way of refunds or other types of credits are not eligible spend and will not earn points or count towards earning rewards. Upon receiving a refund in to your Account, your points balance will adjust accordingly.

 

Why do I have a negative points balance on my Account after receiving a refund?

Any points earned on spending that is subsequently credited to your Card Account by way of a refund, will be deducted from your total points balance. If you recently redeemed points or transferred them to a co-brand account (e.g. BA Executive Club, Nectar, Marriott Bonvoy, Harrods) this may cause your points balance to fall below zero. You will continue to earn points for your eligible spend as normal, and these will become available for you to redeem or transfer to your relevant co-brand account again when the balance is no longer negative.

 

 

For our Corporate Cardmembers 

I requested a refund, why didn't you send the refund to me instead of my Company (or vice versa)?

Our internal procedures require us to return all refunds to their source.

 

I received a refund, but my Direct Debit still collected. Why?

Corporate Direct Debits do not adjust when refunds are received into the Account. We’d be glad to help you with a credit balance refund to your bank account. Please contact us via chat in the Amex App, or online, or call the number on the back of your Card.

 

I don't want my credit balance refunded. Can I keep it on my Account?

We cannot hold credit balances on Card Accounts, so we are required to refund your credit balance.

 

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 

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 which expire before 31 March 2021. 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 31 March 2021, 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.