The current coronavirus pandemic has caused uncertainty in a number of benefits included as part of some American Express cards.
Point Hacks has received official advice from American Express, which we can share with you below.
Travel refunds – for trips not booked via American Express Travel
Customers should firstly check their merchant’s website and contact the merchant directly if they have concerns about their existing bookings. If a merchant goes into administration, Card Members can set up a dispute from their Online Account, by selecting the transaction and clicking on “Have a question about this charge”.
For more information on this, Card Members can refer to our Coronavirus support page.
Travel booked via American Express Travel
We are asking our Card Members to do the following if a booking is scheduled within the next 3 days:
- For American Express Travel Online bookings, Card Members should contact our Online Support Team on 1300 303 877 between 7am-6pm AEST Monday to Friday for assistance.
- For Platinum Charge Card Travel bookings (not including online), Card Members should contact our Platinum Travel Team by calling the number on the back of your card and selecting Option 1. They are available between 7am-7pm AEST Monday to Sunday for assistance.
- For Centurion Charge Card Travel bookings, Members should contact their dedicated Relationship Manager.
For Card Members with Travel Credits expiring between 1 February 2020 and 30 June 2020 that have not been redeemed, we are extending the expiry date to 31 December 2020. As always Card Members can book for travel up to 10 months in advance.
There is no need to call or take any action, as the extended expiry date will be automatically reflected in their online accounts within the next 6 to 10 weeks. All other terms and conditions for the annual Travel Credit remain the same.
Velocity Platinum Card Complimentary Flights
The validity of the complimentary Virgin Australia return Economy domestic flight included with the Velocity Platinum Card is being extended. For flights expiring between 1 February 2020 and 30 June 2020 that have not been redeemed, we are extending the expiry date to 31 December 2020. There is no need for Card Members to call us or take any action as the extended expiry date will be automatically updated. Card Members can redeem their flight here when ready. All other terms and conditions for the annual Complimentary Virgin Australia return Economy domestic flight remain the same.
It is great to see American Express, like many other travel-related companies, amending their policies to ensure that their customers are not disadvantaged from the current outbreak.
If your question is not answered by the above, make sure to contact American Express using the number on the back of your card.