Coronavirus – Frequently Asked Questions

Managing your Account

Will I receive my paper statements on time?

There might be delays in the delivery of your paper statement. You can access your latest statement anytime, anywhere by logging on to the American Express website or the Amex App.

Are there likely to be any delays with cheque processing?

In the current scenario, we recommend you to use one of our digital payment options to pay the outstanding balance on your Card. You can access these options here.

If you have already sent your cheque payment by drop box, courier or mail and the credit is not reflected on your Card, you will need to put a stop payment on the cheque and settle your outstanding balance through a digital payment channel.

One-time Restructuring Policy due to COVID-19

RBI’s circular ‘Resolution Framework 2.0 – Resolution of Covid-19 related stress’  dated 5 May 2021 has provided banks and lending institutions like ours a framework to develop plans addressing the economic impact of the COVID-19 pandemic, which has unfortunately resulted in significant financial stress for customers. Based on these guidelines, American Express Banking Corp., India (AEBC) has developed its policy for the restructuring of loans for individuals and entities that have been impacted.

Through these measures, we hope to back our customers during these challenging times: the program is designed to help eligible customers pay their outstanding balance with a reduced interest burden during the program’s tenure. We will be reviewing any requests we receive for this program and, based upon eligibility, granting these benefits to our customers.  

We’re here to help. For more information about the program and eligibility please contact us  and one of our Customer Care Professionals will be happy to assist you. 

Travel & Other Bookings

Insurance

What insurance cover does my Card include?
 

Please visit the Insurance Centre to know about the insurance benefits associated with your Card.

I want to travel despite Foreign Office guidelines advising against it.  Does my insurance cover this? 

Please visit the Insurance Centre to know about the insurance benefits associated with your Card.

Refunds

My travel/accommodation/event booking has been cancelled. Can I get my money back?

Please reach out to the concerned merchant (Travel Company/Hotel/Event Organizer) directly, they will inform and assist you about your booking terms and conditions. 

_{Please note: All airlines and hotels are providing rescheduling waivers, which means you will be able to change your dates of travel, without any charges.}

I have a booking for an accommodation/event that I cannot attend as my travel has been cancelled. Can I get my money back?


Please reach out to the concerned merchant (Hotel/Event Organizer) directly, they will inform and assist you about your booking terms and conditions. 


 I have a travel booking but the Foreign Office has now advised against travel to my destination. Can I get my money back?

Please reach out to the concerned merchant (Airline/Travel Company) directly, they will inform and assist you about your booking terms and conditions. 
 

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 concerned merchant (Travel Company/Hotel/Event Organizer) directly, they will inform and assist you about your booking terms and conditions. 


If a merchant goes into administration before my booking is fulfilled will I get a refund?

If possible, please contact the merchant directly. 

You can also set up a dispute from your Online Account, by selecting the transaction you want to dispute.

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 concerned merchant (Travel Company/Hotel/Event Organizer) directly, they will inform and assist you about your booking terms and conditions. 

I’ve seen an article that says I can claim money back from American Express® for my flight/booking. Is this true?
 

We urge you to first reach out to the concerned merchant (Travel Company/Hotel/Event Organizer) directly, they will inform and assist you about your booking terms and conditions. 
 
You can also set up a dispute from your Online Account, by selecting the transaction you want to dispute. You may be asked to provide evidence to support your claim. 

American Express Travel

How can I manage a booking I made through American Express Travel?

If your booking is scheduled within the next 3 days, please contact the American Express Travel team on the below contact numbers –

• 1 800 419 0150 for International Bookings
  
• 18602669902 for Domestic Bookings
  

Please be aware that our service teams are experiencing high volumes and wait times are longer than usual.

I booked my flight on a third party website. Can I seek assistance with disputing the charge?

To expedite your request, we suggest that you reach out directly to the business (merchant/airline) first. Many businesses have special cancellation or refund policies under the current COVID-19 situation. If they agree to refund the amount; the process may be faster for you. Also, they might be able to provide you with other alternatives such as rescheduling the flight for a later date.

I booked my trip with American Express Travel, but I want to cancel or reschedule the booking due to the COVID-19 outbreak. Can you assist me on this?

We understand your concern regarding the COVID-19 outbreak and would be more than happy to connect you to our travel help desk when you get in touch with us to assist you better on the same.

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