American Express announces new measures to support cardholders

American Express Sydney Lounge entrance

In response to the Covid-19 crisis, American Express has announced the implementation of a range of measures in Australia to support customers affected by COVID-19. 

Impacted customers have received emails relating to these actions, which cover a range of travel benefits, as listed 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 the American Express Coronavirus support page.

Travel booked via American Express Travel

Amex are asking 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 the Amex 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 the Platinum Travel Team by calling the number on the back of the card and selecting Option 1. The Platinum Travel Team are available between 7am-7pm AEST Monday to Sunday for assistance.

For Centurion Charge Card Travel bookings: Members should contact their dedicated Relationship Manager. 

Travel Credits

For Card Members with Travel Credits expiring between 1 February 2020 and 30 June 2020 that have not been redeemed, Amex is 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 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, Amex are extending the expiry date to 31 December 2020.

There is no need for Card Members to call Amex 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.

Conclusion

We've had a number of queries from readers seeking reassurance on the status of Amex travel bookings, travel credits and the complimentary Virgin Australia flight. It's pleasing to see Amex put in place these extensions, whilst also backdating to cover benefits which would have expired up to two months ago, on February 1, 2020.

Will you be able to take advantage of an extension to your travel benefit? Let us know in the comments.

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