Travel support

My Benefits

How do I pay with my Travel Credit?

Log in at americanexpress.co.nz/travel. Eligible Card Members will see the Travel Credit tab on the top right of the page. Select your itinerary and go to check-out page. Click ‘Use Travel Credit’ on the payment page. For more information, on How to use your Complimentary Travel Credit visit American Express Membership Benefits.

Can I redeem my Travel Credit for a booking of less than the value of Travel Credit?

Yes but any unused Travel Credit amount will be forfeited. So if you make a booking for $150, you can use your $200 Travel Credit but the unused balance of $50 will be forfeited.

Can I pay airline surcharges and taxes with points?

Yes, you can use points or Travel Credit to pay for additional charges such as airline surcharges, taxes and insurance.

How do I book travel online using my Travel Credit?

To use your Travel Credit voucher online you must log in to your account. On the check-out page you must adjust your payment by dragging the slider to the left, so the payment amount on your Card is at least $200.  Once you have adjusted your payment selection please return to the top of the page and click 'Use Travel Credit'. After you redeemed the $200 Travel Credit online, and you wish to complete your booking by using full redemption of points, you can simply drag the slider to the right to show zero charge to the Card.

When will my Travel Credit expire?

Please log in to your Account in order to check the expiry date for your Travel Credit.

Can I use my Travel Credit to purchase travel for my family and friends?

Yes, you can use your Travel Credit to book travel for others provided the tickets are not for resale, promotional or commercial use.

When can I use my Travel Credit to book travel on the American Express Travel website?

 It will show on the American Express Travel website at check-out.

My Travel Credit is not showing, why?

Follow these steps to apply your Travel Credit as a payment option:
Step 1: Ensure you are logged in.
step 2: Ensure you are selecting the products eligible for payment with Travel Credit.
Step 3: If you still cannot see your Travel Credit contact the number on the back of your Card.

Can I redeem multiple Travel Credits for a single booking?

No, you can only use one Travel Credit per booking.

What happens if I use my Travel Credit to make a booking, and then cancel that booking?

Unfortunately, the Travel Credit will be forfeited.

Can I book travel using Membership Rewards points?

Yes, the option to pay with Membership Rewards will be available at the check-out page. Available only for pre-paid products.

Can I combine points from several Cards?

No, it is not possible to combine points from different accounts. But you can transfer points between Cards to have all  points in the same account before booking travel on our site.

Can I combine my Membership Rewards with another American Express Cardholder to book on American Express Travel online?

It is not possible to combine points from different accounts because Membership Rewards is a personal benefit.

Can I use Membership Rewards points to purchase travel for my family and friends?

Yes, you can use points to book travel for others provided the tickets are not for resale, promotional or commercial use.

How do I pay with Membership Rewards points?

The option to pay with Membership Rewards points is available on the check-out page but only for pre-paid products.

I can't see my points balance on the check-out page? What shall I do?

Follow these steps to apply points as a payment option:
Step 1: Ensure you are logged in.
step 2: Ensure you are selecting the products eligible for payment with Membership Reward points (pre-paid only)
Step 3: If you still cannot see the points contact the number on the back of your Card.

I don’t have enough Membership Rewards for the travel I’ve selected, what can I do?

Don't worry. You may combine Membership Rewards points and payment on your American Express Card.

Is there an additional fee or charge for using Membership Rewards points and/or Travel Credit to book travel?

No, there is no additional fee to redeem points or/and Travel Credit for travel booked on American Express Travel Online.

Is there an additional fee or charge for using my Membership Rewards points to book travel?

There is no additional fee to redeem points for travel.

If I use Membership Rewards points for travel for someone else, do I have to accompany them?

No, you do not have to travel with them.

When will the earned Membership Rewards points be added to my Account?

Any bonus points will be added to your Account within five working days of making the transaction, but can take up to 10 weeks. 

I paid using Membership Rewards points, however you charged my Credit Card for the full amount?

For any errors with form of payment, please contact us

I can't see the price for the Fine Hotels & resorts or The Hotel Collection, why?

An eligible Card Member must be logged in in order to see the prices.

How do I book a hotel with the Fine Hotels & Resorts Program ?

The eligible Card Member can make a booking on the dedicated page, American Express Travel website or via the Platinum and Centurion travel service.
Go to Fine Hotel & Resorts Program page.


Can I book with the Fine Hotels & resorts program for my friends and family?

Friends and family can enjoy benefits of this program if the Card Member travels too.

I just booked a room with the Fine Hotels & resorts program, How do I pay for my booking?

Your Fine Hotel & Resorts hotel reservation must be paid at the hotel on check-out. 

Which hotel benefits are available for American Express Card Members to book online?

Eligible Card Members can book online with the Fine Hotel & Resorts program and The Hotel Collection.

Go to Fine Hotel & Resorts program


Go to The Hotel Collection

How do I book a hotel with The Hotel Collection program?

Eligible Card Members can make bookings on the dedicated page or the American Express Travel website.

Go to The Hotel Collection page.

When booking with the Fine Hotels & resorts program, Can I use the $100 credit towards the cost of the room and taxes?

No - the credit will be deducted from the final bill when you check-out. Eligible charges exclude taxes, gratuities, fees and cost of the room. Some hotels may have additional exclusions (including without limitation purchases within the hotels that are unaffiliated and/or owned by third parties). Please check with hotel front desk for details. The credit must be used on the initial stay and cannot be carried over to another stay. It is not redeemable for cash and expires at check-out. Credit is non-exchangeable and non-refundable and is applied in USD or equivalent in local currency based on exchange rate on day of arrival.

How many rooms can I book under the Fine Hotels & Resorts and The Hotel Collection program?

Eligible Card Members may book up to three rooms under the Fine Hotels & Resort program or the Hotel Collection program per stay. Back-to-back stays within a 24-hour period at the same property are considered one stay.

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Manage my booking

What do I do if I need to change or cancel my booking?

To change or cancel your booking contact us.

American Express Travel reserves the right to apply the following service fees for airline bookings, in addition to the airline charges:

a. Amendment Fee

 $33.00 per person, per change plus all charges imposed by the supplier/s.

b. Cancellation Fee

 $55.00 per person, plus all charges imposed by the supplier/s.

Do you charge any additional admin fees?

There are no credit card fees incurred by using your American Express Card to purchase travel products. American Express does not charge a service fee for making a reservation.

What services can I book on this site?

On American Express Online Travel you can book flights, accommodation & car rental.

Can I add travelers to my existing booking?

You cannot add travelers to your existing reservation so you will need to make a new booking for the additional travelers. For new booking, best available rate will apply.

Can I make a booking for someone else?

Card Members making a reservation for a third party, should log in before making the reservation. When not logged in and making a booking for someone else, the Card Member must be part of the travelling party otherwise an Authority to Charge form will need to be completed. This is to protect you against fraudulent transactions.

If I make a mistake in my booking what can I do?

Please contact American Express using the telephone number provided in your booking confirmation email.

Do I need to be registered with American Express to make a booking?

No, you can still make a booking without being registered.

I saw a lower fare on another website, do you price match?

No, unfortunately we do not offer price match.

What if my American Express Card/Account isn't found in the drop down menu during check-out?

You must be logged in and have your American Express Card(s) registered online for your Card(s) to appear in the Credit Card drop down list on the purchase page for air, car, and/or hotel reservations.
If you’ve logged in and your American Express Card(s) is still not appearing in the drop down list, you can enter it manually for payment, or call the number on the back of your Card for assistance.

How can I pay for the charges associated with changing my booking?

Any charges incurred by changing your booking will be charged to the same Card used to pay for the original booking.

How does your site arrange search results?

Our site automatically sorts results by cheapest option based on your search criteria. If you are a Centurion or Platinum Cardholder searching for a Hotel, the site will show the Fine Hotel & Resorts and The Hotel Collection properties first .

I’m having issues completing a booking on the site, what should I do?

If you are experiencing problems completing a booking on the American Express Travel website, please try again after clearing your cookies or try an alternative web browser. If the problem persists please contact us.

How will I know my booking has been confirmed?

We’ll confirm your booking with an itinerary confirmation email. If you do not receive this within 24 hours of making your reservation please contact us.

How do I access and print my itinerary?

Please go to the Travel homepage and click on the "My Booking" tab. You can print your itinerary from there.

Why did I not receive an email after completing my reservation?

Once your booking is complete American Express Travel Online will send an e-mail to confirm your booking. It may take up to 30 minutes to receive it.                   
If you do not receive you booking confirmation email within 24 hours of making your reservation, please contact us.

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Flight

Are all airlines available on the American Express Travel online site?

We offer most domestic and international airlines on the site and are continuously working to increase our range.

Do I need to pay the Air Passenger Duty?

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

What is my flight’s luggage allowance?

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.

Can I book a mixed class flight or mix and match flights by airline and time?

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

I am trying to book a flight for tomorrow and I keep receiving an error message, why?

American Express Travel cannot process flights where departure is less than 24 hours from the time the booking is made.

Can I check-in online and print my boarding pass?

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.

How long in advance do I need to arrive at the airport?

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

How do I book a flight for a child/infant?

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.

Due to range of the airline restrictions, available services and potential fees, unaccompanied minor must be booked directly with airline.

Where do I add my passport details for my online international booking?

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.

Where can I find the Airline booking reference?

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

What are the restrictions on my booking?

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 Suppliers and must be strictly adhered to.

I missed my outbound flight? Can I still use my return?

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

Why did my flight schedule change?

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 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. 

How do I select my airplane seat?

If your airline allows pre-allocated seating, visit the airline’s website to choose your seat.

My luggage is delayed or lost, what shall I do?

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.

How do I pay airport taxes and levies when booking?

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.

Do I need to contact the Airline to get my tickets?

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

How will I receive my ticket?

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.

Can I request special assistance at the airport or on a flight?

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

I did not enter my frequent flyer information when I made my reservation. How can I get credit for my trip on my frequent flyer account?

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

How will I receive the tickets and vouchers?

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.

Can I book with Low cost Airlines on the American Express Travel website?

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

Can I change a traveler name for my flight?

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

What do I do if I have lost my ticket?

We don't send an e-ticket out as you do not need it at the airport.  However, please keep your confirmation that shows the airline booking number. If you need your ticket number please contact us.

What is an e-ticket?

We don't send out e-tickets out as you don’t need them to check-in online or at the airport. If you need your ticket number, please contact us and we’ll send it to you.

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Hotel

How do I find out if a hotel has a certain facility, e.g. a lift, parking?

Check "Hotel Amenities" for all the hotel’s facilities, activities and services.

Can I book a specific type of bed (e.g. King or Double)?

Yes you can select your bed type when you book.

I will be arriving earlier/later than stated check-in time. Can I still check-in?

Check this with the property using the details in your booking confirmation email. They may not always be able to accommodate this request but will let you have your room early if it’s available. When arriving late, please check with the property directly.

How will I receive by voucher?

We will issue a booking confirmation email showing your itinerary details. Hotel vouchers can be printed online on completion of the reservation or via "My booking" section in the homepage.

What documentation do I need to check-in?

You will need a government-issued ID, your hotel voucher and most hotels require a Credit Card under your name.

What is included in my hotel booking?

Your payment covers the room and where stated, breakfast. Other facilities may be subject to a fee. In certain cities an Accommodation Tax applies payable direct to the hotel.

Are all locally paid taxes, city tax, tourist fees etc. included in my booking?

Any local fees/taxes need to be paid at the hotel. Please see hotel information section.

Can I add my hotel loyalty program to my hotel booking?

For Fine Hotels & Resorts and The Hotel Collection you can add your loyalty number when you book. Other hotel loyalty programs do not accept third party bookings as per their T&Cs. You’ll need to contact the hotel directly to add your loyalty number to your booking at the hotel’s discretion.

When do I pay for my hotel booking?

With one of the American Express travel benefits (Fine Hotels & Resorts or The Hotel Collection) you’ll be charged when you check-out. For all other properties you will need to pay at the time you book.

How do I find out if a hotel allows pets?

Search for hotels that allow pets in the “Hotel Amenities" section. Some hotels might charge an additional fee paid locally and most will need advance notification.

How do I know if my hotel is refundable?

Every room has a different policy set by the hotel. Find out more using each room policies link.

Can I make special requests with my hotel room reservation?

Yes. Before you confirm your booking you can make specific requests i.e. no smoking room. NB These are requests only and cannot be guaranteed.

How many rooms can I book?

You can book up to three rooms on one booking. But you can make multiple bookings.

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Car

How do I book car hire domestically?

Car rental is limited to airport pick-up and drop-off. The online search must include the pick-up and drop-off time of the proposed rental period.

What additional charges are not included in my Car rental booking?

One way rentals: If you are returning the car to a different location a fee will normally apply.  If it is not specified that this fee is included in the rate, it will be payable in local currency directly to the supplier at the rental desk upon collection.  Please refer to the car policy/rate inclusions and your rental voucher for further information. 
If you collect or return your vehicle outside the pick-up/drop-off time and date booked, additional charges may be applicable.

What documentation do I need to pick-up my rental car?

Your drivers license, valid credit Card & the car rental voucher.

What is included with my car rental booking?

This varies so please refer to the car policy/rate inclusions and your rental voucher for further information. 

Are there specific rules or age requirements to renting a car?

For some car rental companies renters must be at least 25 years of age, while others may charge an additional fee. You must have a valid driver's license and major credit Card to complete your booking.

How will I receive the car hire voucher?

We'll issue a booking confirmation email including your itinerary details. You can print off your car hire voucher online on completion of the reservation or via "My booking" section on the homepage.

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Other travel information

Can I organise Travel Insurance through American Express?

Yes, American Express Travel Insurance offers a range of policies including single trip, annual and family cover. Please contact our insurance team for further information. 

Will I need any vaccinations?

For medical advice about your holiday destination or journey, including vaccinations, please contact your family doctor or local travel clinic. Please allow time to have any necessary (or recommended) immunisations in good time.

What if I have a complaint?

If you have an issue with a travel provider whilst travelling, it’s usually best to speak directly with the travel provider (airline, cruise line, hotel or car rental company). If you have a complaint post-holiday, please contact us on the number on the back of your card.

Travelling while pregnant?

Most airlines allow pregnant women to fly until the end of the 35th week for single pregnancies and the end of the 32nd week for multiple births (i.e. twins).  After 28 weeks you need to carry a certificate from your doctor or midwife confirming your due date and that there are no complications with your pregnancy. Please also check your travel insurance terms. For cruises, restrictions vary by cruise line but generally travel after 26 weeks is not permitted. Please check with your cruise consultant. If you have any other questions, please contact us.

Are my details secure online?

Please refer to the Online Privacy Statement.

Do you pass data on to Third Parties?

Yes – as required for your travel booking. For more information, please view our Privacy Statement here.

What documentation will I need to travel?

– Your passport with at least 6 months validity from the return date.
– It is vital that the name on the booking exactly matches the name on the passport.
– Name changes later will incur a fee and could stop you boarding.
– Any necessary visas.
– Your tickets/ticket confirmation.

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