American Express - Saudi Arabia - Frequently Asked Questions

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Frequently Asked Questions about American Express® Card Services


	This information pertains to American Express Cards issued by Amex (Saudi Arabia) Limited. General Questions About the Card Applying for an American Express Card Account Using the Card to Obtain Cash The Membership Rewards™ Programme How to Contact Us


General Questions About the Card


	Q. What Cards do you currently offer in Saudi Arabia? A. We offer a full range of Personal and Corporate Charge Cards and Personal Credit Cards. Visit our complete listing of Personal Cards to learn more about the financial benefits of each and to how to easily apply for a Card. Q. Are all the Cards accepted globally? A. Yes, all of our cards are accepted worldwide. Look for the American Express Cards Welcome sign at an extensive range of merchants in Saudi Arabia and worldwide. Q. What do I do if a merchant does not accept the Card? A. If you experience problems using the Card with an American Express merchant, or if you know of a merchant who you would like to accept the Card but does not, call us on the following numbers: Toll-free (within KSA): 800 124 2229 International: (+9661) 474 9035 Q. How long does it take to obtain an American Express Card? A. Most new Card applications take between 2-4 weeks to process. Supplementary Card applications take about 7 days. Q. Do you offer additional Cards on accounts? A. Supplementary Cards are available for your immediate family over 18 years old. The Basic Cardmember is liable for transactions incurred on all Supplementary Cards issued on their account. To request details on how to apply for a Supplementary Card, please call us on the following numbers: Toll-free (within KSA): 800 124 2229 International: (+9661) 474 9035 Q. How can I pay my account? A. You can pay by cash or cheque at any branch of The Saudi Investment Bank in Saudi Arabia. You may also send us a cheque to the following address: Amex (Saudi Arabia) Limited P.O. Box 6624 Riyadh 11452 Saudi Arabia Please write your card account number on front of the cheuqe and enclose it along with re Remittance Slip. Q. How do I report the Card lost or stolen? A. In the unfortunate event that the American Express Card is lost or stolen, you can be issued with a new Card free of charge within two working days through the Emergency Card Replacement service. Immediately contact us on Toll free number 800 124 2230, Internationally (+9661) 474 9260, or contact the nearest American Express Travel Service or Representative office and leave us your American Express Card account number, when and where it was lost. Q. What happens if the card is used fraudulently? A. It is important that you notify us immediately of the suspected fraud on your Card via the following numbers: Toll-free (within KSA): 800 124 2229 International: (+9661) 474 9035 Q. How do I change my personal details held by you? A. Please call us on Toll free number 800 124 2229 or Internationally (+9661) 474 9035. You can also fax us on (+9661) 474 9008. Alternatively, you can write to us at: Amex (Saudi Arabia) Limited P.O. Box 6624 Riyadh 11452 Saudi Arabia Q. How can I apply for an American Express Card? A. You should complete a Card Application Form and submit it to us along with a copy of your ID or passport, or employment certificate or a copy of your commercial registration if you are self-employed, and a Bank Account Statement for the last 6 months. You can obtain the Card Application Form from American Express Offices or American Express Travel Service or Representative offices or from our business partners. You can also download, print and complete a Card Application Form from our site. To apply for a Card, forward the completed application with the necessary attachments to the address shown below. All Card Application Forms must be submitted at the following address: Amex (Saudi Arabia) Limited P.O. Box 6624 Riyadh 11452 Saudi Arabia Back to Top


Using the Card to Obtain Cash


	Q. Where are your ATMs (cash machines) located? A. We have ATMs globally. For locations, click here. Q. Can I obtain cash using the Card? A. Through the Express Cash service, American Express Cards enable you to withdraw cash in Saudi Riyals at The Saudi Investment Bank ATM's in Saudi Arabia. You can also use the Card to withdraw cash abroad, 24 hours a day, at over 500,000 locations worldwide. You can also cash a personal cheque at an American Express Travel Service Office based on the Terms and Conditions of your Card (see "Personal Cards" section for more information). Back to Top


The Membership Rewards™ Programme


	Earning points and claiming rewards couldn't be simpler. Here are answers to commonly asked questions about Membership Rewards. Q. Which Card products are eligible to participate in the Membership Rewards programme? A. Basic Personal Card, Gold Card, Gold Credit Card, Platinum Card, Platinum Credit Card, Company Cardmembers and other Cards that Amex (Saudi Arabia) Limited may issue from time to time are eligible for participation. Basic Corporate Cardmembers may also enrol in the programme unless their company has chosen not to participate. Supplementary Cards will automatically be included with the Basic Cards on enrolment. Supplementary Cards cannot be enrolled separately from the Basic Cards. Q. Does it cost me anything to be enrolled in the Membership Rewards programme? A. The Membership Rewards programme is free for the first year. After that, there is an annual fee of US$ 25 that covers all the Cards you enrol in the programme. Enrolment will continue to be complimentary for Platinum Cardmembers. For a Corporate Card, the annual fee will be US$ 50 from the Card enrolment date. Q. Do my points ever expire? A. Your Membership Rewards points will not expire as long as your Card is active. However, once they have been transferred to another programme, or a voucher/certificate has been issued, they will be subject to that programme or voucher's terms and conditions of expiry. Q. What happens to my points if my Card is cancelled? A. The terms and conditions of the programme state that: If Amex (Saudi Arabia) Limited cancels your Card Account, your points will be forfeited If you cancel all Linked Accounts and all Cards issued by Amex (Saudi Arabia) Limited., all points accrued in the Programme account will be forfeited immediately If you retain at least one Card, which is enrolled in the Membership Rewards programme, your points will be unaffected Q. Can I get retroactive points for my spending prior to my enrolment in the Membership Rewards programme? A. Points will start accumulating from your current Statement of Account only after enrolment. Q. Can I transfer my points to another Cardmember's Membership Rewards account? A. Points accrued in the programme cannot be transferred to any other American Express Cardmember's Membership Rewards account. Q. Can I return points back to my Membership Rewards account after I have requested a reward? A. Once points have been redeemed or transferred, the points cannot be returned back to your Membership Rewards account. Q. What is the minimum number of points I need before I can start redeeming points? A. There is no vesting level for redemption. As long as your card account is in good standing and the number of points you require for a specific reward is available in your account, you may redeem the points. Q. If I obtain other Cards from Amex (Saudi Arabia) Limited, are they automatically linked to my Membership Rewards Account? A. No, to link the new Cards to your Membership Rewards Account, you must call us toll-free at 800 124 2229, email membership.rewards@americanexpress.com.sa or send a fax to: (+9661) 4749008. Q. Can I combine all my spending in one Membership Rewards Account? A. Yes, all eligible American Express Cards under your name starting with 3766 can be enrolled in one Membership Rewards Account and therefore all spending on these Cards will be combined in one account. Q. Will I accumulate points for all charges on the Card? A. You'll accumulate points on virtually everything you purchase, with the following exceptions: Cash Advances, American Express Travellers Cheque purchases, Foreign Exchange, Express Cash transactions and Charges for dishonored cheques, Late Payment Fees of Service Charges. Q. Do I have to use the Card only with the participating partners to earn points? A. You will earn points on all purchases you make with the Card at any establishment which welcomes American Express Cards in Saudi Arabia and around the world. Please remember that US$ 1 or SR 3.75 earns you one Membership Rewards point. Q. How do I find out where my options will take me? A. You will find a sampling of the exciting options offered by our partners and their affiliates in various sections of this guide. You will also find a summary of some of the rewards available at various levels on pages 43 to 46. Details about all the options available to you will be sent to you by each partner when you enrol in their programme. Also look out for our regular newsletters and quaterly Membership Rewards Statements for updates and special offers. Further details are available on our website www.americanexpress.com.sa Q. How can I redeem rewards from the participating partners? A. For airline and hotel partners that have a frequent flyer or stayer programme, you can call us toll-free at 800 124 2229, and we will transfer your points to your frequent flyer or stayer account. After that, you can obtain free flights, upgrades or hotel nights from the partners concerned. Please refer to partner frequent flyer/stayer guides for details on the number of miles/points required for each reward. For other partners, you can call us to request a voucher for free hotel nights, free restaurant meals and discounts and free shopping vouchers. Q. How can I earn rewards faster? A. Rewards may be earned faster by enrolling in one or more of our airline or hotel partners' programmes. Then when you purchase tickets from the respective airline partner or stay at the respective hotel, and charge it to an enrolled American Express Card, you will collect miles or points from their programme as well as Membership Rewards points. So you will be rewarded twice for the same transaction. Also, don't forget that Membership Rewards points are earned whenever and wherever you use an enrolled Card, so the more you use it, the faster you earn rewards. You can also collect Membership Rewards points by enrolling additional Cards into the programme. If you would like a Card for separate business and personal expenditure, or a Supplementary Card for members of your family, all you have to do is give us a call. Q. Do I have to enrol in an airline or hotel partner programme? A. To transfer points to a particular airline or hotel partner programme, you need to be a member of that partner's frequent flyer or stayer programme. To enrol, call us and we'll do the needful right away. Q. Can I enrol in more than one airline or hotel partner programme? A. Yes, however, we recommend that you enrol only with those airlines and hotels that you are likely to use. Q. How long does it take to transfer points to an airline partner programme? A. Transfers are completed within seven working days from the date the transfer is requested. Q. Once I have transferred my points across to a partner programme, how do I make my reservations? A. To help you make your reservations directly with our partners, we have included their reservations telephone numbers in the partners section of this guide, Q. Do I have to pay an extra fee to enrol in any of the airline or hotel frequent flyer/stayer programmes? A. No, there will be no further charges to you. Q. When will I begin to earn points? A. You start earning points as soon as you spend on an enrolled Card, but can only redeem points once you've been billed for, and have settled your charges. Q. How do I keep track of the points? A. The total number of points earned and used will be clearly displayed on your quarterly Membership Rewards Statement. The statement will also give details of all the points you earn from each of the American Express Cards enrolled in your account. You may also call us at any time to determine the balance of your Membership Rewards points. Q. Can Supplementary Cardmembers on my Card account or my personal assistant call you to redeem points? A. Yes, however, you must send us a letter of authorisation if you would like to give your Supplementary Cardmembers or personal assistant authority to redeem points on your behalf. Please note that vouchers or point transfers can only be made in your name. Q. Can I redeem points if my American Express Card account is overdue or has been cancelled? A. No, your American Express Card account must be in good standing at the time that you wish to redeem points. We hope you find this Questions helpful. For more details, please get in touch with our Customer Service toll free on 800 124 2229, from outside Saudi Arabia: (+9661) 4749035, Fax: (+9661) 4749008, 24 hours a day, seven days a week or email us at membership.rewards@americanexpress.com.sa Back to Top


How to Contact Us


	Q. What are your contact details? A. Please call or write to us at the following: General Correspondence Amex (Saudi Arabia) Limited PO Box 6624 Riyadh 11452 Saudi Arabia Telephone numbers: Toll-free (within KSA): 800 124 2229 International: (+9661) 474 9035 Fax: (+9661) 474 9008 Q. Where do I send my Card payments? A. All Card payments can be sent to: Amex (Saudi Arabia) Limited PO Box 6624 Riyadh 11452 Saudi Arabia Please ensure you attach your Remmittance Slip along with your cheque payment and write your Card account number on the cheque. Cash payments are not permitted by mail. Back to Top