American Express Travel Hong Kong Frequently Asked Questions

My benefits

Membership Rewards® Points

Yes, you can use your points to pay for additional charges such as airline surcharges and taxes.

Yes, once you have logged on to your American Express online account, the option to pay with Membership Rewards will be available at the check-out page. It is available only for flights, prepaid hotel, car rentals and Things to Do.

No, it is not possible to combine Membership Rewards points from different accounts for a single booking. You may be able to transfer your Membership Rewards points between Cards to have all your points in the same account before booking travel on our site.  To do this, please contact the number on the back of your Card.

It is not possible to combine your Membership Rewards points with another American Express Cardmember’s because Membership Rewards points are a personal benefit.

You will need to log on to your American Express online account in order to use Membership Rewards points to purchase travel for your family and friends provided the bookings 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 with eligible Cards for payment with Membership Rewards points.
Step 2: Ensure you are selecting the eligible Card for payment with Membership Rewards points (flights, prepaid hotel, car rentals and Things to Do only).
Step 3: If you still cannot see your points contact the number on the back of your Card.

You may use a combination of your 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.

No, you do not have to travel with them.

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Fine and Hotel resorts/ The Hotel Collection

Eligible Cardmembers traveling with their friends and family on itinerary booked are welcome to enjoy benefits of this program.

Eligible Cardmembers must log in in order to see the prices.

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

No - the amenity 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 Cardmembers can make a booking on the dedicated page, American Express Travel website or via the Platinum and Centurion travel service.
Go to the Fine Hotel & Resorts Program page.

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

Eligible Cardmembers 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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Cardmember benefits

Eligible Cardmembers can book online with the Fine Hotels & Resorts program and The Hotel Collection.
Go to The Fine Hotel & Resorts program page.
Go to The Hotel Collection page.

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Manage my booking

Changes and cancellations

To change or cancel your booking, please contact us.

American Express reserve the right to apply the following service fees in addition to any charges assessed by the relevant airline and or supplier. There will be no refund of Membership Rewards points if used as form of payment.

A) Amendment Fee
HK$150 per person, per change plus all charges imposed by the supplier/s.

B) Cancellation Fee
HK$350 per person, plus all charges imposed by the supplier/s. 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.

American Express service fees do not apply to hotels booked through the Fine Hotels & Resorts or The Hotel Collection program.

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

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

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.

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Making a booking

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 will 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.

On American Express Travel Online you can book flights, accommodation, car rental and Things to Do.

Yes, Cardmembers making a reservation for a third party are required to log into their American Express online account before making the reservation.

No, you can still make a booking without being registered with an American Express online account.  However if you wish to use Membership Reward Points of your card, you need register an online account.

No, unfortunately we do not offer price match.

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

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.

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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

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

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.

American Express Travel cannot process flights where departure is less than 48 hours from the time the booking is made.

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.

At the check-out page, please complete in the following order: Adults, Children, Infants when entering passenger information.

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.

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Changes and cancellations

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

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. 

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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 traveling on, please call the airline directly.

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Manage my 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.

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.

Domestic check-in is approximately 90 minutes 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. You can also check the airport website or with the airline for confirmation of check-in times.

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.

Once you complete your booking you will receive an itinerary confirmation email and under the flight section it will show you the airline confirmation. You will 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.

Please contact the airline directly or you can add the Frequent flyer number upon check-in or at the customer service desk.

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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Hotel

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

Yes, you can select your bed type when you book if it is specified.

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.

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 such as non-smoking room. These are requests only and cannot be guaranteed.

You can book up to three rooms on one booking. You are welcome to make multiple bookings if you require more than three rooms.

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.

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Car Hire

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. Optional extras are available for purchase at the location.

Your drivers license, valid Credit Card & the car rental voucher. Valid photo ID may also be required.

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

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Things to do

Other travel information

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, please contact us.

Yes, American Express Travel Insurance offers a range of policies including single trip, annual and family cover. Please find more information via “Get travel insurance” or contact the 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 traveling, it’s usually best to speak directly with the travel provider (airline, hotel or car rental company). If you have a complaint post-holiday, please contact us.

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 printed itinerary/ voucher/ticket confirmation.

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