American Express Travel Australia Frequently asked questions

My benefits

Travel Credit

Log in at americanexpress.com.au/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.


Yes but any unused Travel Credit amount will be forfeited. For example, if you make a booking for $350, you can use your $400 Travel Credit but the unused balance of $50 will be forfeited.

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

Eligible Card Members will see the Travel Credit on top right hand side of the screen. Hover your mouse over the Travel Credit to view the expiry date and terms and conditions.

No, there is no additional fee to redeem points 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.

If you are a new Card Member of an American Express Card which offers a Qantas Travel Credit benefit, your Qantas Travel Credit will be available once you have received your Card and paid the annual fee and minimum payment on your first and most recent statement by the due date. Your American Express account must also be in good standing.

Visit the How to use the Qantas Travel Credit page to learn more. 

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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 your points between Cards to have all your 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 your 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 Rewards points (pre-paid only)
Step 3: If you still cannot see your points contact the number on the back of your Card.

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

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 your points to pay for additional charges such as airline surcharges, taxes and insurance.

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Fine & Hotel resorts/ The Hotel Collection

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

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.

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.

No - your 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.

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Cardmember benefits

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

Go to Fine Hotel & Resorts Program page.

Go to The Hotel Collection page.

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

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Manage my booking

Changes and cancellations

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 airline.


b. Cancellation Fee

$55.00 per person, plus all charges imposed by the airline. 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 contact American Express using the telephone number provided in your booking confirmation email.

Our site automatically sorts results by cheapest option based on your search criteria. If you are a Centurion or Platinum Card Member 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, airport transfers and activities.

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

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Flight

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 the 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.

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, 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.

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

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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Luggage

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

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

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.

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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.

Yes, we offer a wide range of transfers under our Experiences section.

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

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.

Yes, we offer a wide range of transfers under our "Things to do" tab located in the homepage.

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Car

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.

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Cruise

All cruise travel sales and servicing is facilitated through Our Vacation Centre Pty Ltd., ABN: 54 105 542 176, Travel License: 3008099, IATA Accredited Agency. American Express is only responsible for hosting Cruise content on this website. For all cruise queries please call 1300 883 501, Mon-Fri 7:30am-6:00pm, Sat 7:30am-2:00pm AEST.

For cruises, e-tickets will be issued after final payment has been received. Most cruise lines also require an online registration form to be completed before the release of the e-tickets. Please refer to the ‘Cruise Invoice and Confirmation' section of your documentation for full terms and conditions. For a cruise reservation you will require a valid passport with photo ID at check-in. Please note that some domestic departures may require a valid passport.

Please check with your cruise consultant for bedding choices for your ship and cabin. Please note that requests cannot be guaranteed.

Generally check-in and embarkation time is approximately 90 minutes before the published sailing departure time and we recommend you check-in at least 2 hours prior. Please check with your cruise consultant for expedited online check-in facilities and any special requirements for your cruise line. For international cruises, we recommend you arrive in the city of embarkation at least one day before the published departure time. If you don’t check-in on time, you could be denied boarding.

On many cruise lines it is customary to pay gratuities (service charges or tips) to staff. Many cruise lines include these into the cruise fare at time of booking. If you have any queries, please talk to your cruise consultant.

Any taxes and levies will be confirmed at the time of booking your cruise as these vary according to departure and arrival ports. They will be included in the price quoted when you book your cruise.

Yes, cruise bookings can be paid by Membership Rewards points, your American Express Card or a combination of both. Simply select your preferred method of payment on the cruise payment page.

Please contact your cruise consultant to request special assistance.

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Things to do

Once your booking is confirmed, we’ll issue a confirmation email outlining your itinerary details. Experiences vouchers can be printed online on completion of the reservation or via "My booking" section on the homepage.

You will receive a confirmation email for your booking. Please click on the print voucher link to view your voucher. This contains important information on meeting points, times, inclusions and additional requirements.

Some tour operators require you to reconfirm your booking with the local operator before the tour date. Please check the important information section on your voucher.

Some tour operators require a printed copy of the voucher and some allow mobile tickets. Please refer to the information section on your voucher.

In most cases you can add additional information on the check-out page. If you are not asked for this information or forget to add this at the time of booking, please contact your tour operator directly. Their contact details can be found on your voucher.

All tour details can be found in the tour information section.  if you are a Centurion or Platinum Card holder, call us on the number at the back of your Card and our travel specialist will help you.

Please check information for minimum passenger details. If the minimum passenger number is not reached, we’ll contact you with available options.

Your voucher includes information about pick-up and drop-off points. You may need to contact the local operator before the tour date to reconfirm the information on your voucher.

Tours can be cancelled up to 48 hours prior to the tour date unless otherwise stated on the tour you are looking at. Any non-refundable tours will be clearly labelled as such.

Please check the detailed information about the experience before you book. Once your booking is complete we will send you all the information within the confirmation email.

Please contact the American Express Online Travel Team to cancel or change your booking.

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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 advice. 

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.

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.
– Take at look at our Check List Page for other things you might need.

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