Frequently Asked Questions:
Flights

All prices quoted already include Air Passenger Duty (APD), taxes or levies.

The search request will always show your lowest airfare and available flight options. You cannot mix and match by combining fares with different airlines.

American Express Travel Online cannot process flights where departure is less than 48 hours from the time the booking is made.

Select the number of children and Infants in the drop down menu in the 'Search Flights' box on the homepage. Then enter the ages for each child. 
For domestic and international airlines: Infants must be under 2yrs; Children are 2 - 11 years at the time of travel being completed.
Any child may travel as an ”unaccompanied minor” if requested by the parent/legal guardian. Due to range of the airline restrictions, available services and potential fees, bookings for an unaccompanied minor must be booked directly with the airline.

You can check booking and/or fare rules during the booking process. Just select ‘view policies’ on the select/check-out or confirmation page. Flights and Hotels may be subject to the following restrictions:

Non-refundable - refunds not permitted.
Non-transferable - name changes not permitted.
Non-exchangeable - exchanges/changes not permitted.
Non-re-routable - routing changes not permitted.
Non-upgradeable - upgrading to higher fare types not permitted.

These conditions are imposed by the Airline and American Express’ Suppliers and must be strictly adhered to.

Any taxes and levies on a flight will be confirmed at the time of booking as these vary according to the departure and arrival airports. These taxes and levies will be included in the price or points value quoted when you book. Occasionally a tax will be payable at the airport and cannot be included in the prepaid ticket price.

Upon confirmation of your booking we will send you an airline confirmation number. Use this to manage your booking and check-in directly on the airline's website.

Upon confirmation of your booking we will issue an e-ticket. At check-in you will be required to produce a valid passport for international flights.  It is best to take a print out of your confirmation and present this with your ID when you check-in.

At the moment low cost airlines are not available on our site but we are working on it, so watch this space.

Name changes are generally not permitted. If you made an error and entered name details incorrectly please contact us for further assistance.

Unfortunately a 'no show' will result in your entire itinerary being cancelled. Rebooking may either not be possible or may be subject to penalties.

Occasionally the airlines have to make changes including a different aircraft, flight number, or a slight change in departure and/or arrival time. More rarely, there may be changes to the departure city, arrival city, or date of travel.                   
American Express Travel Online or the airline will notify you of any airline schedule change. Since changes can occur at any time, we strongly advise you to check times and flight numbers 24-hours before departure. 

If your itinerary does not provide this information, please refer to the airline’s website as baggage size and weight policies vary by airline, booking class and frequent flyer status. Baggage exceeding the allowance may be subject to fees and payment payable at check-in.

If your checked luggage is lost or if you have left something behind on the flight you were travelling on, please call the airline directly

Most airlines offer online check-in which allow you to print out your boarding pass or send it directly to your mobile device - usually within 24 hours of your scheduled flight. However, some itineraries may only allow the boarding passes to be printed at the airport. Please check your airline’s website.

Domestic check-in is approximately 60 minutes prior to departure.
European check-in is approximately 2 hours prior to departure.  International check-in is approximately 3 hours prior to departure.
Failure to check-in on time may lead to your itinerary being cancelled. In this case rebooking may either not be possible or may be subject to additional penalties

It’s best to do this via the airline’s online check-in system prior to departure. It is your responsibility to ensure the information you enter is accurate.

When we confirm your booking we’ll send your airline confirmation number. You’ll need this to manage your booking and check-in directly on the airline's website

Visit the Airline’s website directly to manage your booking, check-in and print your boarding pass.

Visit the Airline’s website directly to request special assistance for your flight.

Contact the airline or booking agent directly or you can add the frequent flyer number at check-in or at the customer service desk.

Many airlines offer customers the chance to pre-select their seats. With some tickets this is free, with others there is a charge. At the moment we can only offer free seat selection. We hope to offer paid seat selection in the future. Watch this space for any updates.

If the airline has provided us with a seat map, you’ll find it on our Checkout Page which comes up after you have selected your flight/s.

If we do not show a seat map offering free seat selection, please request one directly from your airline once your booking has been confirmed. Your airline reference can be found on your American Express Booking Confirmation.

** Please note that some airlines/fares may not allow seat selection until check-in **

Yes you can but you will need to do this directly with your airline. You’ll need the airline reference on your American Express Booking Confirmation.

If free seating is available, we’ll pass on your requests to the airline(s) when completing the booking. If the airline confirms your request, your seat numbers will be displayed on your booking confirmation.

Please be aware that sometimes airlines need to change allocated seats due to operational requirements, so seat numbers can never be guaranteed.

Not all airlines offer free pre-selected seating and if this is the case, there will be no seating link available on the Checkout page.

As we are only able to offer pre-selection for ‘free’ seats right now, requests for paid seats must be made directly with your airline. We hope to offer paid seat selection in the future. Watch this space for any updates.