Travel support

American Express Travel - Hong Kong - Frequently Asked Question's

How will I know my booking has been confirmed?

Acknowledgment of your booking will be made via an itinerary confirmation email. If you do not receive this email immediately after making your reservation please contact us.

How can I find out what the restrictions are on my booking?

You can access the booking and/or fare rules during the booking process on the select/checkout or confirmation page by selecting view policies. Flights and Hotels may be subject to the following restrictions:-

  • Non-refundable - refunds are not permitted.
  • Non-transferable - name changes are not permitted.
  • Non-exchangeable - exchanges/changes 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 Suppliers and must be strictly adhered to.

Can I make a booking for someone else?

Card Members, who wish to make a reservation for a third party, should ensure they log in prior to making the reservation. When not logged in and making a booking 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.

How will I receive the tickets and vouchers?


Flight
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.

Hotel Vouchers
Hotel vouchers will be available to print online on completion of the reservation.

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

The search request will always show the lowest airfare and available flight options which meet your requirements. Mixing and matching airlines or classes are not available.

How do I select my airplane seat?

If the airline you have booked with allows pre-allocated seating, visit the Airline’s website directly to manage your booking and choose your seat.

What are my flight’s luggage restrictions?

If your itinerary does not provide this information and it was not presented during your booking journey you will need to refer to the airline’s website for further information on checked and restricted baggage policies, fees and quarantine guidelines. Please note 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 is applicable at time of check in.

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

We recommend you facilitate completion of this information via the airline’s online check-in system prior to departure. It is your responsibility to ensure the information is accurate prior to departure.

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.

What documentation will I need to travel?

It is your responsibility to ensure that you have at least 6 months validity on your passport from return date and any necessary visas along with your tickets/ticket confirmation. Please note that it is imperative that the name on the booking exactly matches the name on the passport. Name changes at a later date will incur a fee and could cause you to be denied boarding.

How do I pay with Membership Rewards points?

There is a Membership Rewards points 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.

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. Occasionally a tax will be payable at the airport and cannot be included in the prepaid ticket price.

What is included in my hotel booking?

Your payment is for the room and where stated, breakfast. Use of all other facilities at hotels may be subject to a fee. In certain cities an Accommodation Tax applies which is payable direct to the hotel.

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

Generally you will be able make a booking up to 24 hours before the date of travel, however for the best availability, book as early as possible.

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 hotel rooms available will be displayed and can be selected in the booking process. Please note that these are requests only and cannot be guaranteed.

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. Please note that these are requests only and cannot be guaranteed.

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.

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 or car rental company). If you have a complaint post-holiday, please contact us.

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

Please contact us for assistance by going to the Travel homepage and click on the Travel Support link for our contact details.

Do you pass on or disclose my personal information to Third Parties?

Yes – as required for your travel booking. For more information on how we use your personal information, please view our Privacy Statement here.