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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. Our service centres are experiencing higher than normal call volumes. 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.

 

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:

 

For our Corporate Card Clients:
 

  • Enrol in @ Work for Programme Administrators
  • Inquire to send and receive International Payments

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:

 

 

For our Corporate Card Clients:
 

Managing your Account

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


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.