FREQUENTLY ASKED QUESTIONS

An E-ticket is an electronic ticket. It is the paperless method of storing your ticket details in both the airline reservation system and at American Express Membership Travel Online.
E-ticket/s will be issued for all domestic bookings, and you will be required to produce valid photographic identification at check in.

Forms of Photographic Identification are:

American Express Membership Travel Online will send you an email, which serves as your itinerary confirmation. This includes your booking reference. It is best to take a printout of your confirmation and present this with your photo-ID when you check in.

If you have lost your ticket any time prior to your travel, please contact a Customer Service Representative on 1300 303 877. A Lost Ticket Indemnity Form (LTI) will be forwarded to you. You must complete and return this form to facilitate reissue of your ticket. As processing time is required, we may refer you directly to the airline. Most airlines charge a fee to reissue a lost ticket. The fee is imposed by individual airlines, and a customer service representative will advise you on how much it will be.

Hotel, Car & Activity Vouchers will be available for you to print on-line on completion of your reservation.

Acknowledgment of your booking will be made via a reservation confirmation email. If you do not receive this acknowledgment please contact a Customer Service Representative on 1300 303 877.

You can access the cancellation penalties which apply to your selected fare on the Itinerary page of the booking process.

The applicable cancellation penalty for your selected fare will be shown on the View Policies link on the Itinerary page. Alternatively, you can call a Customer Service Representative on 1300 303 877 during business hours to enquire about the fare rules.

Non-refundable: Refunds are not permitted
Non-transferable: Name changes are not permitted
Non-exchangeable: Exchanges are not permitted
Non-re routable: Routing changes are not permitted
Non-upgradeable: Upgrading to higher fare types is not permitted

These conditions are imposed by the airline and must be strictly adhered to

If you need to change or cancel your booking, contact a Customer Service Representative on 1300 303 877 during business hours.

To cancel a booking, call a Customer Service Representative on 1300 303 877 to enquire whether a refund is applicable. If an E-ticket has been issued there will be no need to return any documentation. If a paper ticket has been issued, mail your ticket along with a covering letter explaining the reason for cancellation to the following address:

American Express Membership Travel Online, GPO Box 875, Sydney NSW 2000

Airline charges and cancellation fees may apply. Refunds will only be provided by the airline in accordance with their terms and conditions. Refunds can take up to 10-12 weeks to process, and in peak periods sometimes longer. We will advise you of any extra charges or fees that will apply to your refund.

Nil refund will apply to tickets when Membership Rewards^™ points are redeemed for travel.

If you need to change or cancel your booking while overseas, and are calling during Sydney business hours, contact American Express Membership Travel Service Representative on ±61 2 9271 8423. If you are calling outside Sydney business hours, please refer to your travel itinerary to obtain the contact details of the American Express Emergency Travel Centre.

Yes. Cardmembers who login can:

Contact a Customer Service Representative on 1300 303 877 to update your details.

Yes. Click on the relevant links located on the Plan Ahead section of the travel home page.

Most hotels allow check in after 15:00hrs and will hold your booking until 09:00hrs the following morning. If you expect to arrive earlier or late in the night, please let our customer service team or the accommodation provider know in advance.

Please print a copy of the accommodation provider or tour operator voucher and present it at check in. If you do not present the voucher, you may be charged again.

Your payment is for the room and where stated, breakfast. Use of all other facilities at hotels may be subject to a fee. Please be aware of these fees when you check in and if used you will be requested to pay for these locally.

When making a logged in user booking, the Cardmember does not have to be part of the travelling party. When not logged in and making a booking, the Cardmember must be part of the travelling party otherwise an Authority to Charge form will need to be completed. For further information, contact a Customer Service Representative on 1300 303 877.

Yes. As long as you have enrolled in the Membership Rewards program and pay by Card, Membership Rewards points will be awarded.

You can add your Frequent Flyer membership number on the Checkout page at time of purchase. Please enter the number exactly as it appears on your membership card. It is advisable to keep your boarding passes until all points have been credited.

The card amount of your travel purchase will be charged to your American Express Card upon completion of your booking.

The Membership Rewards points will be deducted when the Payment page is completed and you select the Book Now button.

a) When redeeming Membership Rewards points for online travel, a single amount per booking will be debited from the Cardmember account. To track the Membership Rewards points debited please check Membership Rewards in Online Services. No invoice will be provided.

b) When paying by a combination of Membership Rewards points and Card, a single amount per booking will be debited from the Cardmember account. The pay by Card portion will be apportioned across all the traveling party. E.g.: Total value of a 2 adult passenger booking = $4000, and the amount paid by Card is $1000. An invoice for each traveller will be provided stating the $2000 cost of the ticket less Membership Rewards points redeemed of $1500 less the Card payment of $500. The Cardmember can keep track of the Membership Rewards points debited by checking the Membership Rewards section in Online Services. The Cardmember will receive an invoice for each ticket showing the number of Membership Rewards points debited and Card payment per traveller.

We recommend that you review the risks of overseas travel, including overseas medical and dental expenses, additional expenses if your journey is interrupted, cancellation charges, loss or theft of luggage and travel documents and personal liability whilst overseas and whether your current insurances (if any) provide sufficient cover. You may wish to obtain professional advice from your insurance company or insurance broker. American Express can provide details of insurance products that we offer for sale.

No. There are no credit card fees incurred by using your American Express Card to purchase products on this website.

In the event of a booking amendment or cancellation we reserve the right to apply the following service fees and conditions in addition to any charges assessed by the relevant airline and/or supplier. For more information contact a Customer Service Representative on 1300 303 877.

1. Amendment Fee
   Domestic itinerary - $22.00 per person
   International itinerary - $44.00 per person
2. Cancellation Fee
   Domestic itinerary - $100.00 per person
   International itinerary - $200.00 per person
3. Itinerary Planning Fee
   International itinerary - $50.00 per person
4. Refunds
   Any applicable refunds will be credited to your original payment method.
   No Membership Rewards points will be refunded. No cash refunds will be given.
5. Invoice Retrieval Fee
   Domestic or International - $22.00 per booking

A tax invoice will be emailed to the Cardmember for each traveller. Should you require an tax invoice to be retrieved a $22.00 fee per booking will apply. Call 1300 303 877 to request a copy.

Visit the Australian Department of Foreign Affairs and Trade Website at www.dfat.gov.au/travel

Contact Travelvax on 1300 360 164 for travellers' health advice and vaccinations, or visit your local doctor.

Passport and visa requirements are the responsibility of the individual traveller. You can access the Australian Department of Foreign Affairs and Trade on www.dfat.gov.au/travel

Passport: All individuals departing from Australia must be in possession of a valid passport. We require the following information for each traveller:

• passport number
• country of passport issue
• passport nationality
• passport date of expiry
• date of birth
• surname
• first name
• middle name/s
• gender

A Customer Service Representative will contact you to request this information at the time of your booking. If your passport is due to expire within six months of your return to Australia, then, under normal circumstances, you should obtain a new passport. Should you be travelling on a travel document other than an Australian Passport you may require a visa or permit to re-enter Australia.

Visa Information: Certain countries require a visa for entry prior to arrival. Please make sure you are fully informed of the requirements before you make a reservation as visas can take some time to obtain. The consulate or representative office of the relevant country will be able to advise exact requirements, or else contact the Australian Department of Foreign Affairs and Trade on www.dfat.gov.au/travel

Travelscene American Express Travel Agents offer a wide variety of holiday packages. To contact your nearest Travelscene American Express Travel Agent, call 13 13 98.

Yes. Select the international flights tab on the search page.

A maximum number of adults and children per booking is 8. The maximum number of adults is 7, maximum number of children is 3 and the maximum number of infants is 3. The number of infants per transaction cannot exceed adults.

If the Select page does not show your preferred flight combination we suggest you make two one way reservations.

Yes. The Select page and Itinerary page (full details view) will notify you whether the flight is non-stop, 1 stop or a 2 stop service. Details of the operating aircraft and flight duration are also shown.

Some domestic and international fares may allow stopovers. It is not possible to book these online. We would be happy to book your stopovers for you. Call 1300 303 877 to speak to a Customer Service Representative.

For round-world fares or complex itineraries, call Travelscene American Express on 13 13 98.

This is known as a code share flight where a marketing agreement exists between two or more airlines. Either airline can sell seats and the airline listed as 'Operated By' is the airline that will operate the aircraft.

Yes. Departure and arrival times are in local times for the specified cities.

Domestic check-in is 90 minutes prior to departure. When travelling domestically on QF1-399, you must check-in at the international terminal.
International check-in is 2 hours prior to departure. Failure to check-in at the specified time could result in your entire itinerary being cancelled.

To request specific seat numbers, call 1300 303 877. Some airlines will accept a specific seat request and at times an aisle or window preference can be recorded.

Special meals can be requested for a booking for certain dietary, medical or religious requirements. To request special meals for your travelling party, call a Customer Service Representative on 1300 303 877. Special meal requests are not guaranteed for domestic or international flights.

Yes. Call 1300 303 877 and a Customer Service Representative will request special assistance.

Click on the Advanced Search button to book premium class or select a specific airline.

All taxes and charges required to be paid to purchase the ticket have been included in the total package price. However, there may be other charges or taxes payable at the destination which you will be required to pay in local currency.

Average cost per person is the total divided by the number of travellers in the transaction.

Child: 2 to 11 years of age at time of travel. An adult fare will apply when the youth has reached the age of 12. Infant: 0 to 23 months at time of travel. A child fare will apply when the toddler has reached the age of 2. In some cases, a child fare will apply if the infant turns prior to the return flight.

To make a booking for an unaccompanied minor, contact a Customer Service Representative on 1300 303 877.

Click here for information on privacy protection

Please read our policy on cookies here.

To register for Online Services now, Click here.

Follow the prompts at How to Retrieve Your User ID.
If you require further assistance, contact the Online Services Help Line on 1300 732 235 or 02 9271 8385. Hours of operation are 8am-7pm AEST, 7 days a week.

For help with your User ID, contact the Online Services Help Line on 1300 732 235 or 02 9271 8385. Hours of operation are 8am-7pm AEST, 7 days a week.

Follow the prompts at How to Obtain a New Password?.

To change your contact details, logon to Online Services and access the ‘Change Details’ tab.

To view American Express Privacy Policy, Click here.

• Regularly change your Online Services password.
• When you have finished using the secure area always click on the Log Out link which appears on the right hand side of every secure page. You will be given the option to end your secure session. No further secure transactions can be conducted without re-entering your User ID and password.
• Remember to close the browser at the end of each session. This will prevent someone from pressing the browser 'Back' button to view your information.

Click on the retrieve your User ID &/or reset your Password link americanexpress.com.au and follow the prompts.

Cardmembers enrolled in Membership Reward Ascent and Choices can redeem their points for travel exclusively through one of the following outlets;
1. The American Express Membership Travel Services website.
2. Platinum Cardmembers can contact Membership Travel Services on 1800 673 760.
3. Travelscene American Express Offices. Visit your closest Travelscene American Express Office
    or call 13 13 98.
You are able to pay using your Points or a combination of Points and a Payment on your Card; For more information on TravelKey, please visit Membership Rewards TravelKey.

All Cardmembers enrolled in Membership Rewards Ascent or Choices have access to the TravelKey benefit.Cardmembers enrolled in Membership Rewards Spirit or Cardmembers who have an American Express Qantas Frequent Flyer Card are unable to access TravelKey.