Programme Management

Managing your Corporate Card Programme

Programme Administrator roles and responsibilities

Your role as a Programme Administrator is to oversee the day-to-day management of the American Express Cathay Pacific Corporate Card programme, thereby forming a crucial link between your Company and American Express.

Using the Corporate Cards

To protect your Card Members from fraud, Cards should be signed by Card Members immediately upon receipt and kept in a secure place.

When charges are declined
Unfortunately there are times when a charge may be declined. American Express uses sophisticated credit checking systems to monitor spend patterns and to identify fraudulent or unapproved spend. This is done to protect the interests of Card Members and the company. Any out-of-pattern spend will be referred for manual approval. This means the transaction will not go through on the Card until American Express has been contacted and approves it. Card charges are more likely to be referred for manual approval when new Card Members start using the Card and have minimal spend history. The most frequent types of out-of-pattern expenditure are large, internet or overseas transactions.

If a merchant indicates that a transaction has been declined, Card Members should request clarification. If manual approval is required, the Card Member should ask the merchant to contact the American Express Authorisation team on (+852) 2277 1000 to request this approval.

Avoiding declined charges
If Card Members anticipate an out-of-pattern charge, they can contact American Express prior to using their Corporate Card and seek pre-authorisation. We recommend Card Members seek pre-authorisation on all large, internet or overseas purchases. This avoids the inconvenience of charges being declined. Card Members can contact the Customer Service team on (+852) 2277 1088 to request pre-authorisation.

How to dispute a charge
If a Card Member does not recognise a transaction, the first action should be to contact the supplier and dispute the charge directly. If this is either unsuccessful or not possible, the Card Member can contact the Customer Service team on (+852) 2277 1088 to dispute the charge. This must be within 60 days of the date the charge was placed on the Card. A temporary credit may be applied to the Account while American Express contacts the supplier to obtain support for the charge. Investigations of charges by American Express may take up to 6 to 8 weeks.

Maintaining your Company’s Corporate Card Account

To ensure your Company's expense management programme runs smoothly, you may be required to assist with tasks to administer the programme including adding or cancelling Cards and paying your Company's Account. To change your Company's details or contacts, please click here for the Change of Company Details form and follow the necessary steps as mentioned in the form.

Maintaining your Company’s Card Members

This section allows you to review information and/or access direct links for a number of activities that will help you to maintain your Company's Card Members. You may also wish to enrol for Online Programme Management in @ Work, to complete these activities online.

Requesting a new Card
Please click here to request a new Card.

Requesting an urgent Card
To request an urgent Card,please fill out the Card Member Application Form as you usually would, and tick Priority Handling in the bottom left hand corner. Please note that an urgent fee applies.

Renewing expired Cards
Renewal Cards will be automatically mailed to the Card Member’s billing address 10 to 15 days prior to Card expiration.

Replacing a lost or stolen Card
In the event of a Card being lost or stolen, it should be reported immediately by the Card Member at (+852) 2811 6122. American Express will cancel the Card and arrange for an emergency replacement if required, usually within 24 hours, anywhere in the world, at no charge.

Cancelling a Card
If an employee no longer needs a Corporate Card, the Card must be cancelled so that American Express does not continue to charge annual fees for this Card. Please complete a copy of the Card Member Cancellation form. Alternatively, you can cancel a Card via Online Programme Management in @ Work or send an email to the Corporate Administrator Servicing Team on

Changing Card Member details
Programme Administrators can change Card Member addresses via Online Programme Management in @ Work. Programme Administrators may also cancel Cards, reinstate or replace Cards using this tool at any time of the day. Card Members can change billing addresses by calling the Card Member hotline.

What @ Work can do for you

American Express @ WorkSM is an expandable suite of online Management Information (MI) reporting tools that allow you to execute the administration, reporting and management of spend data online.

The suite of @ Work online tools comprises:

@ Work Online Programme Management (OPM)
As the Programme Administrator, you will find the Global Online Programme Management module particularly helpful as it enables you to manage your Card programme online, 24 hours a day, 7 days a week. Simply login and:

  • Suspend charging privileges
  • Cancel or reinstate Cards
  • View declined charges
  • Update employee details
  • Transfer employees from one cost centre to another
  • Change employee IDs and cost centres
  • Download statement copies
  • Obtain replacement Cards

To begin enjoying the benefits offered by @ Work, access @ Work by clicking here Not enrolled? Enrol in @ Work now by completing the @ Work enrolment form.

@ Work Standard Reporting
Standard Reporting is a valuable tool that provides visibility and insight to ensure the effective management of the Corporate Card programme. Simply login to a secure online environment and:

    • Save time
    • Send requests that are received and actioned instantly
    • Avoid having to make phone calls
    • Use Card Member profiles for multiple functions from one page.
  • Increase control
    • Access reports e.g. Card Member Spending Report
    • View spending e.g. Master Spending Report
    • Select your requests and track their status.
  • Increase efficiency
    • Eliminate paperwork
    • Use the intuitive selection process
    • Access helpful programme resources and tools
    • At your service 24 hours a day, 7 days a week, 365 days a year, anywhere.

@ Work Customised Reporting
@ Work Customised Reporting allows you to streamline report generation and run reports at intervals that suit your business needs. The complete set of tools allows you to query, filter and sort information, which enables you to promptly track spend, improve compliance and identify negotiation opportunities to save your Company money.

Access @ Work
You may also like to participate in our @ Work Client Product Training Forums. For more information about monthly @ Work product training, please speak with your Account Manager or call our PA Servicing Team for details on upcoming sessions.

Expense Management Solutions

An Expense Management Solution can help companies save up to 30%¹ on travel and entertainment costs through the streamlining of payment processes and increased control. American Express helps companies achieve these cost savings by extending local, regional and global expense management solutions through the Corporate Card programme.

The spend data captured through the American Express closed-loop network provides companies with spend clarity. This delivers your Company savings through enhanced vendor negotiations, as well as the elimination of steps in the expense claims process.

For more information, please speak to your American Express Account Manager.

1. European T&E Expense Management Study, American Express and AT Kearney, 2008.

Online Statements

Online Statements is a free service that helps Card Members review and reconcile their expenses online, without having to wait for monthly Corporate Card statements.

Online Statements:

  • Allow access to account information 24 hours a day, 7 days a week
  • Track current charges and payments, and show statements for the past 6 months
  • Track unbilled balances and new charges.

Enrolment for Online Statements requires individual action by each of your Card Members and takes just a few minutes. To ensure your Card Members receive monthly statements, they need to enrol in Manage Your Card Account here and select the Apply Online Statement delivery option.

Card Members can also gain access to their past 6 months' Corporate Card statements in PDF format, online. After enrolment, Card Members will receive a monthly email notification when their statement is ready to be viewed online.

Payment options

There are a number of methods for paying an American Express Corporate Card statement. The payment methods available depend on whether your Company or the Card Member pays the statement.

Company payment options
There are a number of options where your Company pays the account centrally, including:

Your nominated bank account will be debited 10 days after your statement cut off date, as detailed on Card Member statements. To enable this payment option, please click here to complete an Autopay enrolment form.

Payment by Phone Service (PPS)
Please use merchant code 14 when paying by phone or internet. For more information and registration, please visit

Electronic Transfer
Hong Kong Dollar accounts:
Pay to:
Hong Kong and Shanghai Banking Corporation Ltd
Address: 1 Queen's Road, Central, Hong Kong

In favour of:
Account Name: American Express International Inc.
Account Number: 004-111-159604-001

Please quote your Card numbers in the instruction.

US Dollar accounts:
Wire Transfer:
American Express Travel Related Services Company, Inc. C/O Chase Manhattan Bank
DDA Number: 910-2-753010
ABA Number: 0210-0002-1

Please ensure the load number is included in the Originator Beneficiary Information(OBI) field (or REFERENCE FIELD) of the wire transfer.

ACH Information: American Express Travel Related Services Company, Inc. Corporate Card CTX account
C/O Mellon TR of New England, NA
DDA Number: 09-1960
ABA Number: 011001234

Please ensure the load number is included in the 7th record addenda section of the ACH transfer or, if in CTX format, make sure that the RMR02 contains the load number (no spaces, dashes or alpha characters). CCD+ and CTX formats are supported.

Remittance advice
A full remittance advice should accompany all electronic remittance payments. A remittance advice can be printed from @ Work. This will be available 48 to 72 hours after the statement cut off date. Alternatively, you can prepare your own and email it to the Cashier's office at on the same day the payment is made into the American Express bank account. If you prepare your own remittance advice it must contain:

  • Master Control Account Number (MCA - your Company's unique ID)
  • Company name
  • Date of payment
  • Card number
  • Card Member name
  • Amount of payment per Card Member
  • Payment total
  • Notation of any credit adjustments between accounts.

Missing or misallocated payments
If there is no remittance advice accompanying a payment, or if the remittance advice is incorrect, the payment(s) will remain unallocated. This means that Card Member payments may become overdue and late payment fees may apply. Please refer to Frequently Asked Questions (FAQ) for contact details and follow up actions.

Card Member payment options
When the Card Member pays the account, the following options are possible:

Payment by Phone Service (PPS)
Please use merchant code 14 when paying by phone or internet. For more information and registration, please visit

Late payment fees

Late payment fees are easily avoided simply through Card Members being made aware that the American Express Corporate Card is a Charge Card, which means the full balance needs to be paid upon receipt of the Card Member's statement. For more details, please refer to the Card Member Terms and Conditions.

In accordance with the American Express Corporate Cardholder agreement, if the total amount billed is not paid in full upon receipt of the monthly account statement, the account is considered in default. Should American Express not receive full payment of the “total due” amount billed on the monthly statement by the date of the following month's account statement, the unpaid balance will be considered “overdue” and liquidated damages for late payment will be imposed.

60 days overdue for payment
If a Card is 60 days overdue for payment, the Card Member or Programme Administrator will be contacted via telephone or letter and the Card will be suspended. Additional late payment fees will be accrued.

90 days overdue for payment
If a Card is 90 days overdue for payment, the Card will automatically be cancelled. The Account may be referred to an external debt collection agency or solicitor employed by American Express to establish acceptable repayment terms. Additional late payment fees will be accrued.

The American Express credit policy may vary depending upon the Terms and Conditions set for your Company and will be applied on an individual Card basis.

To assist with planning Card Member payments after a Card is overdue for payment, you may wish to find out the proportion of the billed charges that are overdue. To do so, please contact the Corporate Administrator Servicing Team on (+852) 2277 1095.

To avoid late payment fees, Card Members can check their online statements anytime and anywhere via the Internet. Click here to register for Online Statements. Payment due date is also printed on the Card Member monthly statements.