FAQs

Find answers to your queries related to the following benefits of The American Express® Platinum Credit Card issued by Amex (Middle East) B.S.C (c) – Emirates (hereafter AEME). 

Sections

1. FeeBack

2. Grocery Credit

3. Dining Cashback

4. Global Airport Lounge Access

Important: Please refer to Benefits Terms and Conditions.

For any question regarding these benefits or programmes, please contact Customer Services on the number on the back of your Card.

1. FeeBack Program

• How does the FeeBack program work?

  • With FeeBack, the Basic Cardmembers’s Annual Cardmembership Fee is credited back to their Platinum Credit Card Account as a statement credit, when they meet the eligibility criteria including the spend requirement, mentioned in the Benefits Terms and Conditions. 

  • In the first year of Cardmembership, to be eligible for FeeBack) and to get the first year’s Annual Cardmembership Fee credited back to your Statement of Account, you must pay the Annual Cardmembership Fee billed in your Statement of Account, spend over AED 10,000 on your Card Account within the first three months of Cardmembership and keep your Card Account in good standing (i.e. not blocked, cancelled, or have overdue payments.

  • For subsequent years, to be eligible for FeeBack you must spend AED 40,000 within the 12 months prior to your Card Account anniversary date and keep your Card Account in good standing (i.e. not blocked, cancelled, or have overdue payments) to get the Annual Cardmembership Fee credited back. 

• When will I receive the FeeBack credit?

  • In the first year, you'll receive the FeeBack credit in your fifth-month’s Statement of Account subject to meeting the FeeBack eligibility criteria. In subsequent years, the FeeBack credit will be applied in the Statement of Account in month following your Card Account anniversary, if you've met the spending requirement and the eligibility criteria as per the terms and conditions.

• What transactions are not included in the spend requirement for FeeBack calculation?

  • Excluded transactions include cash withdrawals, fees, interest charges, balance transfers, transactions made when your balance exceeds your credit limit, and any transactions made in the months where the minimum payment is not made on time.

• Are my Supplementary Card’s transactions considered for the spend requirement?

  • Yes, Eligible Transactions made on your Card Account including those made by your Supplementary Cardmembers are included.

• Can I track if my FeeBack has been credited?

  • Yes, you can check your monthly Statement of Account to view your FeeBack or call Customer Services on the number on the back of your Card.

• Will my Supplementary Card’s Annual Cardmember Fee be reversed if the FeeBack requirements are met?

  • No, FeeBack is only applicable to the Basic Cardmembers’s Annual Card Membership Fee.

2. Grocery Credit

• How does Grocery Credit work?

  • You will receive a Grocery Credit of AED 75 per Calendar Month as a statement credit in your Platinum Credit Card Account, upon meeting the Eligibility Criteria for this benefit.  

• What is the Eligibility Criteria for Grocery Credit?

  • Your Platinum Credit Card account must be enroled into Grocery Credit.

  • You must spend at least AED 4,000 on Eligible Purchase Transactions in the Calendar Month.

  • You must spend at least AED 1,000 on Eligible Grocery Purchase Transactions in the Calendar Month.

  • Your Card Account must be in good standing (not blocked, cancelled, or have overdue payments).

• Is the Calendar Month the same as the period of my Statement of Account?

  • No. A Calendar Month refers to the months in the Gregorian calendar and starts on the first day and ends on the last day of that month. For example for the month of January, the calendar month would mean the period from 1stJanuary until 31st January.

• How can I enrol my Platinum Credit Card into Grocery Credit?

  • You can enrol through the AMEX MENA App or Online Services. Enrolment is one-time, and your Card will remain enroled thereafter. Please go to ‘Card Benefits’ under Services in the app or ONLS to enrol into Grocery Credit.

• What are Eligible Purchase Transactions?

  • Eligible Purchase Transactions are payments made by the Cardmember or amount charged by a Service Establishment, for any goods, services or reservations on your enroled Platinum Credit Card Account, excluding payment of fees, charges, charge backs, reversals, payment transactions, or Cash Withdrawals. 

• What are Eligible Grocery Purchase Transactions?

  • Eligible Grocery Purchase Transactions are all Eligible Purchase Transactions (online or in-store) made on your Platinum Credit Card Account at a grocery store, as determined by AEME. AEME determines if a Purchase Transaction qualifies as an Eligible Grocery Purchase Transaction by using merchant category codes. This includes transactions made locally in the UAE, internationally, online or at the merchant’s Point of Sale.

  • Eligible Grocery Purchase Transactions made via digital wallets using your Platinum credit Card are also included.

• What is not included in Eligible Grocery Purchase Transactions?

  • Any Grocery Purchase Transactions that are cancelled or returned as refunds or reversals posted during the Calendar Month will not be counted towards the calculation of eligible Grocery Purchase Transactions. 

  • Purchase Transactions at some departmental stores (online or in-store), aggregator applications selling a wide variety of items and third parties (such as Buy-Now-Pay-Later service providers, applications providing delivery services for various merchants, etc.) may not be considered as Eligible Grocery Purchase Transactions based on their merchant category code. 

• Are my Supplementary Card’s transactions considered for the spend requirement?

  • Yes, Eligible Purchase Transactions and Eligible Grocery Purchase Transactions made on your Card Account including those made by your Supplementary Cardmembers are included.

• Do I need to spend AED 1,000 on Groceries and an additional AED 4000 on other Purchases to be eligible?

  • You need to spend an overall amount of at least AED 4,000 as Eligible Purchase Transactions in a Calendar Month on your Platinum Credit Card, of which a minimum of AED 1,000 must be Eligible Grocery Purchase Transactions.

• Can I make multiple transactions on groceries to reach the minimum grocery spend of AED 1,000? 

  • Yes you can reach this amount in as many transactions as you wish, as along as the total amount of spends on groceries net of any reversals or refunds i.e. the total Eligible Grocery Purchase Transactions is at least AED 1,000 in the Calendar Month.

• I made a Grocery Transaction on the last day of this Calendar Month however it was not included in my Eligible Grocery Purchases Transactions this month. Why?

  • AEME relies on Sales Establishment to process Transactions within the same Calendar Month in which the Purchase Transaction was made, in order for AEME to calculate whether the required Total Eligible Purchase Transactions and Eligible Grocery Purchase Transactions was met. 

  • For example, if an eligible Purchase Transaction or Eligible Grocery Purchase Transaction was made on the last day of a Calendar Month, but the Merchant does not process that Purchase Transaction until the next day, then the Purchase Transaction will be counted in the following Calendar Month’s spend requirement. 

• When will I receive the Grocery Credit?

  • If you meet all the Eligibility Criteria in a Calendar Month, the statement credit will be applied to your Card Account in the first week of the following month.

• If I spend more than AED 1,000 on Eligible Grocery Transactions can I earn more than AED 75 as Grocery Credit?

  • The maximum Grocery Credit per Card Account is AED 75 per Calendar Month even if you spend more than the required Eligible Purchase transactions or the Eligible Grocery Purchase Transactions in the Calendar Month.

• Can the Grocery Credit be reversed after it has been credited to my Card Account?

  • Yes, the Grocery Credit may be reversed if an Eligible Purchase Transaction or Eligible Grocery Purchase Transaction is returned/canceled or found to be fraudulent.

• Can my Supplementary Cardmember also get an additional Grocery Credit?

  • No, the Supplementary Cardmember cannot avail of Grocery Credit. Grocery Credit benefit is applicable on the Card Account held by the Basic Cardmember. However the Supplementary Card spends are included in the Card Account and will therefore be counted towards the calculation of Eligible Purchase Transactions and Eligible Grocery Transactions on the Card Account. 

3. Dining Cashback

• What is Dining Cashback?

  • You will receive a Dining Cashback of 10% on your Eligible Dining Purchase Transactions, up to a maximum of AED 50 cashback per Calendar Month, credited to your Platinum Credit Card Account, if you meet the Eligibility Criteria.

• What is the Eligibility Criteria for Dining Cashback?

  • Your Platinum Credit Card account must be enroled into Dining Cashback.

  • You must spend at least AED 4,000 on Eligible Purchase Transactions in the Calendar Month. This includes your spends on Eligible Dining Purchase Transactions.

  • Your Card Account must be in good standing (not blocked, cancelled, or have overdue payments).

• Is the Calendar Month the same as the period of my Statement of Account?

  • No. A Calendar Month refers to the months in the Gregorian calendar and starts on the first day and ends on the last day of that month. For example for the month of January, the Calendar Month would mean the period from 1stJanuary until 31st January.

• How can I enrol my Platinum Credit Card in to Dining Cashback?

  • You can enrol through the AMEX MENA App or Online Services. Enrolment is one-time, and your Card will remain enroled thereafter. Please go to ‘Card Benefits’ under Services in the app or ONLS to enrol into Dining Cashback.

• What are Eligible Purchase Transactions?

  • Eligible Purchase Transactions are payments made by the Cardmember or an amount charged by a Service Establishment, for any goods, services or reservations on your enroled Platinum Credit Card Account, excluding payment of fees, charges, charge backs, reversals, payment transactions, or Cash Withdrawals. 

• What are Eligible Dining Purchase Transactions?

  • Eligible Dining Purchase Transactions are all Eligible Purchase Transactions (online or in-store) made on your Platinum Credit Card Account at a restaurant, as determined by AEME. AEME determines if a Purchase Transaction qualifies as an Eligible Dining Purchase Transaction by using merchant category codes. This includes transactions made locally in the UAE, internationally, online or at the merchant’s Point of Sale.

  • Eligible Dining Purchase Transactions made via digital wallets using your Platinum credit Card are also included.

• What is not included in Eligible Dining Purchase Transactions?

  • Any Dining Purchase Transactions that are cancelled or returned as refunds or reversals posted during the Calendar Month will not be counted towards the calculation of eligible Dining Purchase Transactions. 

  • Purchase Transactions at convenience stores, supermarkets, grocery stores, cafeterias, caterers, theatre clubs, meeting venues etc. will not be considered as an Eligible Dining Purchase Transactions. 

  • Additionally, restaurants located within another Service Establishment (e.g., a restaurant inside a hotel, event venue, food court, or campus building etc.), some aggregator applications offering restaurant delivery services or third parties (such as Buy-Now-Pay-Later service providers, apps providing delivery services for various merchants, etc.) may not be considered as Dining Purchase Transactions based on their merchant category code and therefore may not be eligible.

• Can I make multiple transactions to reach the spend requirement? 

  • Yes you can reach this amount in as many transactions as you wish, as along as the total purchase transactions net of any reversals or refunds i.e. the total Eligible Purchase Transactions is at least AED 4,000 in the Calendar Month.

• I made a Dining Purchase Transaction on the last day of this Calendar Month however it was not included in my Eligible Dining Purchases Transactions this month. Why?

  • AEME relies on Sales Establishment to process Transactions within the same Calendar Month in which the Purchase Transaction was made, in order for AEME to calculate whether the required Total Eligible Purchase Transactions and Eligible Dining Purchase Transactions were met. 

  • For example, if an eligible Purchase Transaction or Eligible Dining Purchase Transaction was made on the last day of a Calendar Month, but the Merchant does not process that Purchase Transaction until the next day, then the Purchase Transaction will be counted in the following Calendar Month’s spend requirement. 

• When will I receive the Dining Cashback?

  • If you meet all the Eligibility Criteria in a Calendar Month, the statement credit will be applied to your Card Account in the first week of the following month.

• Can I receive more than AED 50 as Dining Cashback in a Calendar Month, based on my Eligible Dining Purchase Transactions?

  • The maximum Dining Cashback per Card Account is AED 50 per Calendar Month even if you spend more than the required Eligible Purchase transactions or the Eligible Dining purchase Transactions in the Calendar Month. For example, if your Eligible Dining Purchase Transactions are AED 1,000, the Dining Cashback will be AED 50.

• If I meet the Eligibility Criteria for Dining Cashback, is there a possibility that the Dining Cashback is lower than AED 50 in a Calendar Month?

• Yes. Dining Cashback is calculated based on the Eligible Dining Purchase Transactions in the Calendar Month. For example, if your Eligible Dining Purchase Transactions are AED 300, the Dining Cashback will be AED 30.

• Can the Dining Cashback be reversed after it has been credited to my Card Account?

  • Yes, the Dining Cashback may be reversed if an Eligible Purchase Transaction or Eligible Dining Purchase Transaction is returned/canceled or found to be fraudulent.

• Can my Supplementary Cardmember also get Dining Cashback?

  • No, the Supplementary Cardmember cannot avail of Dining Cashback. Dining Cashback is applicable on the Card Account held by the Basic Cardmember. However the Supplementary Card spends are included in the Card Account and will therefore be counted towards the calculation of Eligible Purchase Transactions and Eligible Dining Purchase Transactions on the Card Account. 

4. Global Airport Lounge Access

• What is Global Airport Lounge Access?

  • Your Platinum Credit Card gives you access to airport lounges worldwide via Priority Pass™. 

  • The Basic Cardmember has 12 complimentary visits annually (including accompanying guests) upon enrolment into Priority Pass™ while one (1) Supplementary Cardmember has 8 complimentary visits annually (including accompanying guests) once they have been enroled into Priority Pass™.

• Who is eligible for Global Airport Lounge Access?

  • The Basic Cardmember and one (1) enroled supplementary Cardmember (18 years old and above) can avail this benefit wherein they will be able to access airport lounges participating in the Priority Pass™ program subject to enroling into Priority Pass™.

  • Their Platinum Credit Card Account must be active and in good standing.

• How can I enrol into Priority Pass™ to avail Global Airport Lounge Access?

  • You can enrol into Priority Pass™ membership through the AMEX MENA App or Online Services. 

  • Please note that the Basic Cardmember must enrol themselves first and then enrol the Supplementary Cardmember, if applicable. 

  • The Supplementary Cardmember at least 18 years of age must be to enrol into the Priority Pass™ programme as per the Priority Pass™ terms and conditions. 

• How can I access the airport lounge after I have enroled into Priority Pass™?

  • Once you have enroled and have received your Priority Pass membership details from Priority Pass™, present your valid Priority Pass™ card or Priority Pass™ mobile app at participating airport lounges, along with any additional documents requested by the airport lounge (boarding pass, ID etc.). Please note that your Platinum Credit Card account must be active and in good standing.

• Can I bring guests to the airport lounge?

  • Yes, on visits to airport lounges that allow accompanying guests, you can bring them at no extra cost until you reach your allowance of maximum annual airport lounge visits. 

  • Subject to the airport lounge’s policies, there is no limitation on the number of accompanying guests per visit and you will not be charged for the visits as long as you are within your allowance of annual complimentary visits. Please note that each instance of guest access will be counted as a visit i.e. 1 visit per person per airport lounge visit. For example, if you take 2 guests with you into an airport lounge, it will be counted as 3 visits. 

  • Please note that some airport lounges may not permit guests.

• What happens if I exceed my complimentary visits?

  • Visits exceeding your allowance will be charged to your Platinum Credit Card at a fee of US$35 per person per visit (subject to change by Priority Pass™).

• What are the Priority Pass™ terms and conditions?

  • Priority Pass™ is an independent program with its own terms and conditions, you can find them at https://memberhelp.prioritypass.com/.

  • Upon enrolment, AEME verifies your card details and shares them with Priority Pass™ for program fulfillment and marketing purposes.

• What amenities are offered in the airport lounges?

  • Amenities vary by lounge location. Conference rooms may be available for an additional fee. Please refer to the Priority Pass™ website at https://memberhelp.prioritypass.com/.

• Where can I find a list of participating airport lounges?

  • Priority Pass™ maintains a list of participating lounges, which is subject to change. You can find it on the Priority Pass™ website at https://memberhelp.prioritypass.com/.

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