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.
As coronavirus continues to impact the world globally, our Customer Care Professionals remain here to serve you. To ensure the safety of our Customer Care Professionals, the team have been set up to answer your calls securely from home. Completing this transition has improved our ability to take more calls.
How to have quick access to your information:
Register for your Online Account here and take advantage of the following:
- Access and download your statements
- Check how to make a payment
- View your PIN
- Update your e-mail address
- Check your spending history
- Manage your Account (e.g. Add Supplementary Cardmembers)
Or, simply download the Amex ICC App from your local App store to view your recent transactions. We’ve also added additional safety measures, so you can now freeze/unfreeze your Card* if you misplace it. Find out more information here.
*This feature is not available for Corporate Cardmembers.
Backing our Customers
If you are experiencing financial difficulties due to the effects of COVID-19, please get in touch with our Customer Care team to discuss your situation by calling the number on the back of your Card. Together we will work to find a solution for your particular situation, which could include waiving late payment fees and a payment holiday.
Backing our Community
At this time, it’s more important than ever that we come together to support one another. As part of our commitment to frontline workers, American Express has partnered with Deliveroo to help deliver 500,000 free meals to NHS staff at work as well as thousands of free meals to their homes. We are proud to back this initiative to ensure more NHS workers have meals, when and where they need them, while they are doing so much to keep us safe during this crisis. As a global brand, American Express has also committed more than $6 million in contributions to organisations who are working to mitigate the impacts of COVID-19 in local communities around the world, including the International Medical Corps, the CDC Foundation and the COVID-19 Solidary Response Fund by the World Health Organization. These grants will help provide protective equipment to frontline healthcare workers, support the development of vaccines and research and help feed people impacted in our communities, among other critical needs.
Are there likely to be delays with my Card replacement as a result of this issue?
Due to international postage delays, there might be a slight 1-3 day delay for you to receive your Card.
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.
If you are a Corporate Cardmember, please click here.
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.
For disputes, please call the number on the back of your
Card.
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.
For disputes, please call the number on the back of your
Card.
American Express Centurion Lounge
We are temporarily closing all Centurion Lounge locations starting 21 March 2020. You can get the latest information by visiting TheCenturionLounge.com
How can I get in contact with American Express?
To get in touch, please call the number on the back of your Card.
To access your online Account, please click here. Or, simply download the ICC Amex App if you want to access your Account.
For travel or insurance queries, please contact the provider directly.
Please note responses will be slower than usual.