Amex’s response to COVID-19 about travel bookings, credits and complimentary flights

Polly Fleeting

Thursday 02 April 2020

One of the many Aussies that own an Amex credit card for the travel benefits? Here’s what you need to know about the company’s latest response to COVID-19. 

Happy couple sitting on the couch on laptop holding American Express credit card

Yesterday, American Express implemented a bunch of initiatives to help their customers across Australia and New Zealand whose travel plans have been affected by the international pandemic. 

For Aussies that have booked travel over the next few months, Amex has outlined exactly what you should do in order to increase your chance of receiving a refund or travel credit. 

Here’s a breakdown of the information the popular credit card provider released: 

Pre-booked Travel

For travel scheduled for the next three days, and that was booked through American Express Travel, Amex has advised that card members should take one of the following steps:  

  • American Express Online bookings: contact the Amex Online Support Team on 1300 303 877 (Monday to Friday between 7am and 6pm) 
  • Platinum Charge Card Travel bookings (not including online): contact Amex Platinum Travel Team by calling the number on the back of your card and choose Option 1. (Monday to Sunday between 7am and 7pm)
  • Centurion Charge Card Travel bookings: contact dedicated Relationship Manager. 

For travel NOT booked via American Express Travel, Amex suggests that customers should head to the merchant’s website and contact them directly. However, if that merchant goes into administration, Amex cardholders can set up a dispute on their Online Account - simply select the transaction and click on “Have a question about this charge” then follow the prompts. 

Travel Credits 

Got Travel Credits? American Express has you covered. 

If customers haven’t redeemed their American Express Travel Credits (which expire between 1 February 2020 and 30 June 2020), Amex is extending the expiry date to the end of the year, 31 December 2020. 

The extensions will be placed automatically, and the expiry date will be updated in the next six to ten weeks and be visible in their Online Account.  

Just remember, the terms and conditions of the Amex Travel Credits remain the same despite the extended expiry dates. For example, customers can still book a trip up to ten months in advance. 

Complimentary Flights (Velocity Platinum Card) 

One of the bonus features of the American Express Velocity Platinum card is that customers receive two complimentary domestic flights every year. 

The good news for Velocity Platinum customers is that the validity of these complimentary flights is being extended to 31 December 2020, as long as they were due to expire between 1 February 2020 and 30 June 2020. (Just like Travel Credits)

Again, there is no requirement to contact American Express as they will automatically update the new expiry date on the flight. Customers can redeem their flights through Velocity Frequent Flyer whenever they wish. 

NOTE: As the Coronavirus crisis evolves, American Express will update its customers if any more changes are made across their product range. So, to keep up to date, watch this space as new developments are unveiled. 

RELATED ARTICLE: Qantas limits number of items Frequent Flyers can redeem at online rewards store

Want to find out more about what’s being done to help your finances in response to Coronavirus? Check out our in depth guide for everything you need to know.

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