American Express Travel New Zealand Frequently asked questions

My benefits

Travel Credit

Log in at 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.

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.

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

No, there is no additional fee to redeem the Travel Credit for travel booked on American Express Travel Online.

Unfortunately, the Travel Credit will be forfeited.

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.

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

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

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

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Membership Reward Points

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

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.

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

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

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

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.

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

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

There is no additional fee to redeem points for travel.

No, you do not have to travel with them.

For any errors with form of payment, please contact us

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

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

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Fine & Hotel Resorts/ The Hotel Collection

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

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

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

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.

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.

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.

Eligible Card Members can make bookings on the dedicated page or the American Express Travel website.
Go to The Hotel Collection page.

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Manage my booking

Changes and cancelations

To change or cancel your booking, log in to our Manage My Bookings page, where you can Chat to us every day from 7.00AM - 7.00PM AEST. 

American Express Travel reserves the right to apply the following service fees for airline bookings made on the American Express Travel Online website, 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).

American Express does not charge service fees for hotel, car hire and experiences bookings. Airline, cruise or other supplier charges and cancellation fees may apply. Refunds will only be provided by the airline, cruise line or supplier in accordance with their terms and conditions. Refunds can take up to eight weeks to process. We will advise you of any extra charges or fees that will apply to your refund. Refund payments will be made to the original form of payment. Please note for cruises, refunds (where applicable) will be made by cheque, issued by "Our Vacation Centre". There will be no refund of Travel Credit or Membership Rewards points if used as form of payment.

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.

Please log in to our ‘Manage My Bookings’ page at where you can chat with us every day from 7:00 am to 7:00 pm, AEST.

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 .

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Making a booking

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.

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

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.

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

No, unfortunately we do not offer price match.

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

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.

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.

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.

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

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My itinerary

Please log in to our Manage My Bookings page and click on the Can't find your itinerary? link to access and print your itinerary from there.

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Booking a Flight

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

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.

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.

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.

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.

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

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Changes and cancellations

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 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. 

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

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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.

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Manage my flight

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.

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.

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.

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.

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Other information

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

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

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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Low Cost Carriers (LCC)

A low-cost carrier or low-cost airline is an airline that generally has lower fares and fewer services. The airline may charge for extras like food, priority boarding, seat allocating, and baggage etc. 

Yes, there are Low Cost Carriers available to book  via  American Express Travel website.

Please remember, Low Cost Carriers may have extra restrictions and usually don’t include checked baggage in the ticket price.

No,  Multi-stop flight option is not available on Low Cost Carriers as they offer only Roundtrip or Oneway flights.

If you booked a flight on a Low Cost Carrier (for example EasyJet, RyanAir, JetStar) you’ll need to contact your airline directly to change, cancel, or manage your booking (fees may apply). This is because we do not have direct access to their booking systems. 

We suggest you start on your airline's website. Log on using the confirmation code shown on your American Express itinerary.

Once logged on, many Low Cost Carriers offer self-service options, such as:

-         Online check-in
-         Seat selection
-         Baggage reservations
-         Changes/Cancellations (you may need to call the airline directly)

If the airline makes any changes to your flight itinerary, they will directly notify you via your email address or phone number provided in this booking.  American Express is not responsible for the failure of the foregoing.  

Most Low Cost Carrier flights will not include checked luggage, please refer to the airline directly to add baggage to the booking

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

Yes you can select your bed type when you book.

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.

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.

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

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.

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

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.

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.

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.

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

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.

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

American Express Travel cannot process hotel where check-in is less than 24 hours from the time the booking is made.

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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.

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.

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

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

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.

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.

American Express Travel cannot process car where pick-up is less than 24 hours from the time the booking is made.

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Other travel information

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. 

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.

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.

Just sign up for our American Express Travel (Enter market) newsletter here.

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.

Please refer to the Online Privacy Statement.

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

– 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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