Travel support

American Express Travel - UK - Frequently Asked Question's

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

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

How will I receive my confirmation?

Acknowledgement of your booking will be made via an itinerary confirmation email. If you do not receive this acknowledgment within 24 hours of making your reservation please contact us.

What are the restrictions on my ticket?

You can access the fare rules during the booking process on the itinerary page by selecting view policies. Flights may be subject to the following restrictions:-

  • Non-refundable - refunds are not permitted.
  • Non-transferable - name changes are not permitted.
  • Non-exchangeable - exchanges are not permitted.
  • Non-re-routable - routing changes are not permitted.
  • Non-upgradeable - upgrading to higher fare types is not permitted these conditions are imposed by the airline and must be strictly adhered to

Will there be any additional service fees?

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

Can I make a booking for someone else?

Cardmembers who wish to make a reservation for a third party, should ensure they log in prior to making the reservation. This is to protect you against fraudulent transactions. Third Party bookings can only be booked by a logged in user.

How will I receive the tickets and vouchers?

Upon confirmation of your booking we will send you an e-ticket.
At check in you will be required to produce a valid passport for international flights and a passport or the American Express card used to pay for the ticket for domestic UK flights.
It is best to take a printout of your confirmation and present this with your ID when you check in.
If you have lost your ticket at any time prior to your travel, please contact us for advice. Most airlines charge a fee to reissue a lost ticket or set up a ticket on departure.

Hotel, Car and Activity Vouchers
Hotel, car and activity vouchers will be available to print on-line on completion of the reservation.

What is an E ticket?

An e-ticket is an electronic ticket which we will send you via e-mail upon completion of your booking. We would recommend printing this ticket and taking it with you when you travel. and i If you lose it, you can simply go on-line and print another one.

What time do I need to check in for my flight?

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.
Actual check- in times will be advised on your itinerary.
Failure to check-in at the specified time could result in your entire itinerary being cancelled.

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

If you need to change or cancel your booking, contact us.

Airline or supplier charges and cancellation fees may apply. Refunds will only be provided by the airline 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.
We reserve the right to apply the following service fees in addition to the airline and/or supplier charges.
a. Amendment Fee
£20 per person, per change plus all charges imposed by the supplier/s.
b. Cancellation Fee
£20 per person, plus all charges imposed by the supplier/s.

What documentation will I need to travel?

You will need your Passport and any necessary visas along with your tickets / ticket confirmation. Take a look at our Checklist Page to see what else you might need to travel.

When will my Membership Rewards® bonus points be added to my account?

Any bonus points will be added to your account within five working days of making the transaction.

How do I pay with Membership Rewards points?

There is a Membership Rewards slider on the payment page which you can use to quickly and easily change the amount of points you wish to use for each booking. You have flexibility to pay with your Card, your membership Rewards points or a combination of the two.

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

Don’t worry you may pay using a combination of your Membership Rewards points and payment on your American Express Card.

Can I pay airline surcharges and taxes with Membership Rewards points?

Yes, you can choose to use your points to pay for both your travel costs and the additional charges such as airline surcharges, taxes and insurance.

Call our Membership Rewards team to find out more on 0800 917 8053.

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.

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

Yes, you can use points to book travel for other people, such as family members or friends provided the tickets are not for resale, promotional or commercial use.

When using Membership Rewards point for travel, do I have to accompany the person I have booked travel for?

No, you do not have to travel with them.

How do I pay airport taxes and levies when booking?

Any taxes and levies that apply to 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 you are quoted when you are booking your travel.

How close to the date of travel can I book tickets using my Membership Rewards points?

Generally you will be able to book a flight up to three business days before the date of travel, however for the best availability, book as early as possible.

Can I organise travel insurance using my Membership Rewards points?

Yes, we offer a whole range of insurance packages including single trip, annual and family cover which points can be redeemed for. Call our Membership Rewards team for more information or visit the Travel insurance website and search by "Partner" and select "Amex Travel Premiums".

How do I start collecting Membership Rewards Points?

If you hold a Membership Rewards eligible American Express Card then enrolling is easy, simply call the Membership Rewards team to enrol by phone or to enrol online, simply go to and click on "Enrol Today". Please contact us to check if your Card is eligible if you are unsure.

How do I access and print my itinerary?

Please go to the Travel homepage and click on the My Bookings tab to view your bookings. You can print your itinerary from here.

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

Yes. The type of rooms available will be displayed and can be selected in the booking process.

Can I make special requests with my hotel room reservation?

Yes. We provide an area in the booking process before you confirm your booking where you can make specific requests i.e. no smoking room.

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), whereupon expectant mothers are strictly advised not to fly.

After 28 weeks, you need to carry a certificate from your doctor or midwife confirming the estimated date of delivery and that there are no complications with your pregnancy. Please also check your travel insurance terms.

If you have any other questions or concerns around this, please contact us.

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

Yes. Please contact us and we will be happy to request special assistance.

Are my details secure online?

Please refer to the Online Privacy Statement.

What if I have a complaint?

If you have an issue with a travel provider whilst travelling, we would advise you to speak directly with the travel provider (airline, hotel, car rental company). If you have a complaint post holiday, please contact us.

Do I need to pay the Air Passenger Duty?

Any price quoted will be the price you pay, inclusive of Air Passenger Duty (APD), taxies or levies.

Who do I contact if I am having problems booking online?

Please contact us for assistance.

What is the best way to keep up to date with the latest American Express offers?

Please sign up for our American Express Travel newsletter here.

Do you pass data on to Third Parties?

Please view our Privacy Statement here.