American Express Plans Live Audio Webcast of the First Quarter 2011 Earnings Conference Call and of the Annual Meeting of Shareholders

NEW YORK--(BUSINESS WIRE)--American Express Company (NYSE: AXP) plans to host a live audio webcast of its investor conference call at 5:00 pm (EDT) on Wednesday, April 20, 2011 to discuss first quarter 2011 financial results. The company's financial results are scheduled to be announced shortly after the market closes on that day.

The Company also plans to host a live audio webcast of its annual meeting of shareholders on Monday, May 2, 2011 at 9:00 am (EDT). The meeting will be held in the Auditorium at the Company’s headquarters located in lower Manhattan.

Live audio of both the investor conference call and the annual meeting of shareholders will be accessible to the general public at http://ir.americanexpress.com. Earnings presentation materials and other earnings-related disclosures will be posted on the website prior to the conference call. Audio replays for both events will be available on the website following each event.

American Express Serves Up Next Generation Digital Payment Platform

March 28, 2011 08:00 AM Eastern Daylight Time 

Serve Offers Person-to-Person, Online, Mobile, and Traditional Card Capabilities in a Single Account

NEW YORK--(BUSINESS WIRE)--American Express (NYSE: AXP) today unveiled Serve^SM, a digital payment and commerce platform that gives consumers a new way to spend, send and receive money with services that go beyond the existing global payment networks.

Serve is an easy-to-use, digital alternative aimed at consumers who currently rely on cash, check and debit card. Serve accounts can be accessed via Serve Apple iOS and Android applications, at Serve.com and through Facebook. Through Serve, American Express aims to expand into new segments of the market that do not rely on traditional charge and credit cards to manage their day-to-day finances.With Serve, consumers can make purchases and person-to-person (P2P) payments online (serve.com), via mobile phones, and at millions of merchants who accept American Express cards. Serve unifies multiple payment options into a single account that can be funded from a bank account, debit, credit or charge card, or by receiving money from another Serve account.

“Serve is a new type of payment platform that isn’t tied to a single card or mobile operating system. It’s a flexible, easy to use platform, which from day one brings tremendous assets to the alternative payments space and gives consumers an option to shop on-line and off-line at millions of merchants who accept American Express,” said Dan Schulman, Group President, Enterprise Growth, American Express.

“We intend to quickly evolve the Serve platform by adding new features and functionality as we learn from consumer and merchant experiences. To encourage a broad cross-section of people to experience the benefits and convenience of Serve, we are working with a range of partners to integrate Serve as a payment method and deliver customized offers, and we will waive most consumer fees for the next six months,” said Mr. Schulman.

How it worksConsumers set up an online account at Serve.com or through a smartphone app. Funds can be added from bank accounts, debit cards, credit and charge cards, or other Serve accounts. Customers can use those accounts to send and receive money to friends, pay bills and make purchases online. Serve bridges online and offline commerce – each customer will be issued a Serve reloadable prepaid card linked to their Serve account that can be used at any merchant or ATM that accepts American Express cards.  Unlike traditional debit card accounts, Serve offers users the ability to easily create, manage, and specify sub-accounts for their friends, family members or colleagues. Sub-accounts are linked to the master account and allow users to set spending profiles for everything from children’s allowances to dog walker fees. The Serve platform evolved from technology obtained through the acquisition of Revolution Money in early 2010.

Serve is available immediately to anyone in the U.S. and is expected to launch into other international markets over the coming year. American Express will continue to evolve the features and functionality of Serve based on market feedback. To gain consumer and merchant insights about Serve and to help shape upcoming releases, a marketing pilot will also be conducted in Eugene, Oregon.

Partnerships

While payments are the foundation of the Serve platform, American Express is also announcing a number of partners who will use the platform to deliver relevant offers that drive spend and build loyalty. Three of the first partners are Ticketmaster^®, Concur^® and Flipswap.

“A cornerstone of the long-term vision for Serve is developing partnerships with commerce, gaming, entertainment, and social networking organizations,” said Mr. Schulman. Partnerships, with players such as Ticketmaster, Concur and Flipswap will introduce Serve to new customers and help build scale. These companies have loyal communities of customers, and we are thrilled to partner with them as we grow and expand Serve's reach.”

Ticketmaster will offer Serve as a platform for customers to make and collect payments toward ticket purchases from other customers. Concur will utilize Serve as an expense management and reimbursement method for transactions processed via Concur’s small business expense reporting service, Concur Breeze. Flipswap will utilize Serve to issue refunds more quickly to consumers who sell or trade in their old mobile and cell phones for reuse or recycling.

Details around these and a number of additional partnerships will be announced over the coming months.

Giving Back Widget

Serve is also partnering with five major charities – Autism Speaks, Best Friends Animal Society, Malaria No More, Save The Children and Stand Up For Kids – to enable each organization to raise funds via a donations widget. Widgets can be downloaded on Serve.com and at facebook.com/paywithserve, and shared on other Web sites, including Facebook, to encourage donations. Serve will match all contributions via the widget up to $100,000 for each charity.

In the coming months, Serve will offer selling widgets that give customers the ability to sell items through their own social networks.

Highly Competitive Fees Waived for Launch

Serve consumer fees will be highly competitive. There are only two fees for consumers and we are waiving the fee to put money into the Serve account for the next six (6) months. The two fees are:

• Putting money into a Serve account: 2.9% + 30c/per load, discounted to 0% for cash, debit and ACH.
• ATM cash withdrawal (after first one each month free): $2.00

Unlike some other products in the market, Serve has no fees to open an account, no monthly fees, no fees for P2P transactions, no fees to set up sub-accounts (up to four accounts) and no fees to use the widgets.

Merchants who accept American Express cards will pay a prepaid discount rate for transactions made both in stores and online with a Serve prepaid card.

Investor Conference Call – Live Audio Webcast

A conference call with members of the investment community will be held today March 28, 2011, at 11:00 am EDT. The call will be hosted by Dan Schulman, Group President, Enterprise Growth, American Express.

Live audio of the conference call will be accessible to the general public at http://ir.americanexpress.com. A replay of the conference call will also be available at the same Web site address.

About Serve

Serve, by American Express, is a next generation payment platform designed to deliver emerging payments and services to address the changing ways consumers interact and exchange money -- with one another -- as well as merchants. Learn more at www.serve.com and connect with us on www.facebook.com/paywithserve and www.twitter.com/serve.

About American Express

American Express is a global services company, providing customers with access to products, insights and experiences that enrich lives and build business success. Learn more atwww.americanexpress.com and connect with us on www.facebook.com/americanexpress, www.twitter.com/americanexpress and www.youtube.com/americanexpress.

Cautionary Note Regarding Forward-looking Statements

This press release includes forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995, which are subject to risks and uncertainties. The forward-looking statements contain words such as “believe,” “expect,” “anticipate,” “optimistic,” “intend,” “plan,” “aim,” “will,” “may,” “should,” “could,” “would,” “likely,” and similar expressions. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of the date on which they are made. The company undertakes no obligation to update or revise any forward-looking statements. Factors that could cause actual results to differ materially from these forward-looking statements, include, but are not limited to, the following:

• the willingness of consumers to use the Serve product, and in particular consumers that do not traditionally rely on charge and credit cards to manage their day-to-day finances, which will depend in part on their willingness to try the Serve product instead of competing payment products and their satisfaction with the operability, fee structure and other features of the Serve product;
• the ability of the Company to add new features and functionality and ease of use to the Serve platform on an accelerated basis that reflect the needs and desires of consumers, merchants and other participants in the payments space, which will depend in part on the Company's ability to retrieve and effectively assess information from users and other parties on a real-time basis and then make the right judgments in how to build-out the existing Serve platform;
• the success of the Company in developing relationships with partners, both in and outside the U.S., who will effectively integrate Serve as a payment method for their customers, which will be critical in facilitating the Company's ability to expand the scope and number of Serve users; and
• technology trends that will impact the environment within which Serve operates and influence how the Serve product will have to evolve to remain compatible and competitive.

A further description of these uncertainties and other risks can be found in the Company’s Annual Report on Form 10-K for the year ended December 31, 2010, under Item 1A. Risk Factors and Cautionary Note Regarding Forward Looking Statements, and the Company’s other reports filed with the SEC.

Photos/Multimedia Gallery Available: http://www.businesswire.com/cgi-bin/mmg.cgi?eid=6661056&lang=en

Contacts

Media Contacts:
Joanna Lambert, +1-212-640-9668 or +1-646-705-4671
joanna.g.lambert@aexp.com
or
Sarah Meron, +1-917-727-2430
sarah.b.meron@aexp.com
or
Investors/Analysts:
Ron Stovall, +1-212-640-5574
ronald.stovall@aexp.com
or
Toby Willard, +1-212-640-1958
Sherwood.s.willardjr@aexp.com

American Express Launches Premium Return Protection to Help Shoppers Avoid The Point of No Return

November 11, 2010 08:30 AM Eastern Time 

New Service Gives Shoppers the Freedom to Make Returns for up to 180 Days on Retail Purchases

NEW YORK--(BUSINESS WIRE)--Just in time for the holidays, American Express announced Premium Return Protection, a new addition to its portfolio of protection services that gives shoppers up to 180 days to return eligible items that retailers will no longer accept.

“Premium Return Protection is a great service for those who often have second thoughts about their purchases well after the fact”

Compared to other return protection services, Premium Return Protection offers consumers greater flexibility and fewer restrictions on the types of items that can be returned. This includes expanded return protection on clothing, jewelry and electronics as well as for new categories like watches, books and DVDs. It is available to all consumers – not just American Express Cardmembers – for an annual price of $49.99 and will cover purchases made in the United States with any credit, debit or charge card from any financial services company. It also covers purchases made with prepaid cards issued by American Express. Those who enroll in the service will be covered for up to $600 per item, with a maximum annual refund of $2,500. All items must be returned in like new condition.

In addition, Premium Return Protection covers the cost of return shipping, up to $20 per item, with an annual maximum refund of $100. This benefit is designed for consumers who enjoy online shopping but don’t have the option of seeing what they’re buying. Another advantage of the service is that it can be used to cover restocking fees, which can be as much as 25 percent of the cost of an item.

“Premium Return Protection is a great service for those who often have second thoughts about their purchases well after the fact,” said David Kroner, vice president and general manager, American Express, Card Services. “With retailers tightening return policies this holiday season, shoppers will appreciate the peace of mind and extra time our enhanced return protection offers. And when consumers can shop with confidence, we know merchants will benefit, too.”

How It Works

Consumers can enroll in Premium Return Protection online at www.americanexpress.com/premium-return-protection or by calling American Express at 1-866-912-6566. Once enrolled, consumers must first try to return an item to the merchant where it was purchased. If the retailer will not accept the item back – and the time period to make a return has expired – enrollees can use Premium Return Protection.

To make a return, enrollees need to send a photocopy of a valid receipt of purchase along with their charge, credit or debit statement. Once the request is approved, the item can be sent to American Express. Items cannot be used or worn, meaning that apparel must have original tags, electronics and other goods should be in good working order, and computer software and DVDs must be returned in their original, sealed packaging. Once a request for return is approved and processed, American Express will refund shoppers in the form of a check or an American Express Gift Card.

Premium Return Protection covers purchases made in the United States on any credit, debit, charge or American Express prepaid card. Eligible items include:

• Clothing and accessories
• Electronics
• Jewelry – excluding loose gems, pearls, custom made items, antiques
• Watches – excluding custom made items and antiques
• Cellular phones and pagers
• Computer software, firmware, CDs and DVDs
• Books
• Home décor and small appliances
• Exercise equipment

For a complete list of eligible items and more information about Premium Return Protection, consumers can visit www.americanexpress.com/premium-return-protection.

“All shoppers – from significant others unsure of jewelry tastes, to bargain hunters who love the deals that come with final sales – can enjoy the benefits of Premium Return Protection from American Express,” added Kroner.

About American Express

American Express is a global services company, providing customers with access to products, insights and experiences that enrich lives and build business success. Learn more atamericanexpress.com and connect with us on facebook.com/americanexpress, twitter.com/americanexpress and youtube.com/americanexpress.

Contacts

American Express
Leah Gerstner, 212-640-3174
leah.m.gerstner@aexp.com
or
Ogilvy Public Relations
Emily Harris, 212-880-5276
emily.harris@ogilvypr.com

Permalink: http://www.businesswire.com/news/home/20101111005324/en/American-Express-Launches-Premium-Return-Protection-Shoppers

www.ePINDebit.com www.iPINDebit.com www.PINDebit.mobi

American Express Launches inSite, an Online Shopping Tool That Automatically Points out Offers to Cardmembers When They Shop Online

Image via Wikipedia

November 10, 2010 09:00 AM Eastern Time 

New Tool Facilitates Easier and More Efficient Online Shopping in Time for the Holiday Season

NEW YORK--(BUSINESS WIRE)--American Express^® announces today the launch of inSite^SM from American Express – an innovative new shopping tool that delivers Membership Rewards^®bonus points, discounts, free shipping and other special benefits exclusively to American Express Cardmembers as they shop online. The free download is currently available for Cardmembers enrolled in the Membership Rewards^® program at insite.americanexpress.com.

How inSite Works“Shoppers know that some of the best offers and deals can be found online, but traditionally, consumers are required to seek them out,” said Elizabeth Skinner, Vice President of Marketing. “Now, through inSite, we are transforming the online shopping experience by bringing those offers right to our Cardmembers while they shop online– from search results through to check out. inSite is unique in the marketplace and eliminates the hassle of looking for specials or visiting offer pages to find deals prior to making a purchase online. It ensures our Cardmembers do not miss out on any of the special benefits that come with their Card.”

With inSite, when a discount or special offer is available at a retailer, the Cardmembers’ online search results will include the blue American Express ^® icon with an arrow. When the cursor is placed over the icon, the offer is revealed and can be easily redeemed as the Cardmember continues shopping as they normally would. inSite will also advise Cardmembers of offers when they directly visit participating retail websites.

The offers delivered by inSite span more than 250 popular brands like Banana Republic, Crate & Barrel and Barnes & Noble.com. While any Cardmember can download inSite, offers currently available are geared towards those enrolled in the Membership Rewards^® program on Platinum, Gold, Green, Zync or Blue Cards. Offers include bonus points promotions, discounts and other specials, like free shipping. Looking ahead, American Express will continue to evolve inSite by incorporating additional features and offers to ensure ongoing customer value.

How to Download inSite

Cardmembers can take advantage of inSite by simply visiting insite.americanexpress.com to download and install the tool on their browser. Cardmembers can then log in using their existing American Express User ID and Password. The tool works on many popular Internet browsers, including Internet Explorer and Mozilla Firefox on PCs as well as Safari and Mozilla Firefox on Macs. American Express partnered with Billeo, Inc. to develop inSite exclusively for Cardmembers. Billeo specializes in creating browser applications that simplify the online experience.

Protecting Cardmember Privacy

American Express is committed to providing Cardmembers with a secure and safe shopping tool and has developed inSite to meet a high internal standard for customer privacy. The tool collects contextual information necessary to deliver and fulfill the personalized offers to Cardmembers, including the merchant domain name, the dollar amount of the item and the type of American Express Card used when a purchase is completed. However, as a protective measure for our Cardmembers, the tool has been especially designed to function without using "Personally Identifiable Information" (PII), which is any information that uniquely identifies the user, such as name, address, telephone number and email address. Cardmembers have the option to disable or uninstall inSite at any time. The full privacy statement can be accessed at insite.americanexpress.com/privacy.

About American Express

American Express is a global services company, providing customers with access to products, insights and experiences that enrich lives and build business success. Learn more atwww.americanexpress.com and connect with us on www.facebook.com/americanexpress, www.twitter.com/americanexpress and www.youtube.com/americanexpress.

Contacts

American Express
Bradley Minor, 212-640-2274
bradley.r.minor@aexp.com
or
Ogilvy Public Relations
Emily Harris, 212-880-5276
emily.harris@ogilvypr.com

Permalink: http://www.businesswire.com/news/home/20101110005642/en/American-Express-Launches-inSiteSM-Online-Shopping-Tool

www.ePINDebit.com www.iPINDebit.com www.PINDebit.mobi

American Express Replaces Visa at Macy's and Bloomingdale's

Image via Wikipedia

INSIGHT: Amex replaces Visa at retail giant



US payment processing giant American Express (AMEX) has announced they are to replace Visa Inc., the world's biggest payments network, as the exclusive processor for US retailer Macy's and Bloomingdale's credit cards.



Read more at VRL

Related articles by Zemanta

• Macy's, Inc. and American Express Announce New Co-Brand Card Partnership (eon.businesswire.com)

American Express Replaces Visa at Macy's and Bloomingdale's

Image via Wikipedia

INSIGHT: Amex replaces Visa at retail giant



US payment processing giant American Express (AMEX) has announced they are to replace Visa Inc., the world's biggest payments network, as the exclusive processor for US retailer Macy's and Bloomingdale's credit cards.



Read more at VRL

Related articles by Zemanta

• Macy's, Inc. and American Express Announce New Co-Brand Card Partnership (eon.businesswire.com)

American Express Business Travel Offers Automated Central Command Post

American Express Business Travel Offers Automated Central Command Post and Introduces Solution Suite for Managing Through the Unexpected

- Volcanic Ash Situation Highlights Need For Corporations to Have Traveler Tracking and Instant Communication Tools Combined with Strategic and Experienced Travel Counsel -

- More Than 150,000 American Express Travel Customers Were Impacted by the Volcanic Ash Situation -

- Company Shares 10 Tips for Effective Travel Program Management in a Crisis -

NEW YORK--(BUSINESS WIRE)--American Express Business Travel, a global leader in business travel management, announced today it is offering its automated central command post complimentary for those customers who implement its business continuity suite. Information learned from the volcanic ash cloud situation demonstrated the importance of continuous information exchange between corporate security, travel, finance and other departments and combining that with the creativity and persistence of experienced travel counselors became the formula to successfully manage through this unexpected situation. American Express Business Travel reported its client base had more than 150,000 travelers impacted by the travel cancellations.

American Express Business Travel is introducing a business continuity suite of products anchored by an online central command post that serves as the hub for traveler tracking tools and instant employee messaging necessary during a crisis. The core command post solution, or portal, is being offered complimentary to customers who purchase our business continuity suite. The suite also contains an after-hours solution and a telepresence/teleconference capability to serve as an alternate means for conducting business when the traditional methods (air, car, rail) are unavailable. If you are interested in taking advantage of this offer, contact your American Express Business Travel representative or you can email us at contactus@businesstravelconnexion.com.

“The recent travel complications resulting from the volcanic ash cloud highlighted the need for companies to have a central command post to manage information. Travelers needed to be located and re-accommodated, and there was a need to disseminate communications on a broad-scale to stranded travelers, as well as employees that may not have started their trip yet,” said Lisa Durocher, Senior Vice President, Global Marketing and Product Management, American Express Business Travel.

“These business critical functions required sophisticated tools and quick actions from experienced and knowledgeable travel counselors. Around the world, our service delivery network and travel counselors used creativity, flexibility and persistence – and more than 12,000 hours of overtime – to get travelers home or change travel plans for those who had yet to commence their trips,” added Julie Bottner, Senior Vice President, Global Service Delivery, American Express Business Travel.

Top Tips for Managing An Unexpected Travel Disruption

Companies with a plan in place clearly were in a better position to support their travelers and their companies through the most recent crisis. Following is a list of tips American Express recommends for companies to consider to ensure preparation and business continuity for any unforeseen travel disruption:

1. Be a safety net. Distressed travelers seek solace in their travel managers and expect a personal touch from their service. Collaborating effectively across business units including Travel, Risk/Security, Finance, Communications, Procurement, Technology and Human Resources is crucial to successfully supporting all of the needs of both travelers and the company. So plan ahead and have the right contacts aligned and policies in place before the next big event.

2. Take a fresh look. Nothing is more important than knowing the whereabouts of your travelers and verifying their safety. Do you have the appropriate tools to track your travelers in the event of an emergency? Be sure that you can access this information quickly, either through on-demand reporting, a GUI-based tool, or a combination of both. It is important to make sure your travel policy supports these tools by stressing the importance of making reservations (air AND Hotel, rail) as well as all changes through the approved travel channels. This will ensure all data is channeled through the traveler-tracking tools so that employees can be easily located. Also include this information in employee code of conduct training materials and in new employee manuals.

3. Evaluate your servicing configuration. Does it include allowances for emergency and after-hours service? Understand the contingency plans of your travel management company to be sure that your travelers will be able to make contact and get the help they need.

4. Revisit your traveler communications strategy. It must allow for two-way, real-time communication with employees and travelers both individually and company-wide. The best mobile solutions incorporate a mix of smart phone apps and text messaging for timely alerts and added convenience at an otherwise inconvenient time. Be sure to have an alternative plan of communication through the use of websites, social media channels and landlines in the event mobile networks are not available.

5. Revisit your traveler communications strategy, Part II. Consider a traveler portal solution that can target individual travelers based upon their preferences and travel history then post and push timely and relevant information on the fly. An added potential benefit is that travelers learn to rely upon this central location for all travel related information, resulting in productivity gains and improvements to policy compliance and savings.

6. Embrace telepresence and teleconferencing. With the proliferation of public telepresence rooms, this option will be more accessible, especially for companies who do not wish to invest in building their own facilities. Teleconferencing has come a long way and is also a viable option. A central booking solution for the whole of these options allows for easy booking and can minimize lost productivity due to travel interruptions.

7. Recycle those unused tickets. Utilize an automated ticket tracking application to identify all unused tickets. Refundable tickets are as good as cash in your pocket and non-refundables can frequently be used against a future trip to offset that expense.

8. Turn an eye to ROI. Some of these suggestions do require investment so it is important to understand and balance the costs against the potential tangible and intangible benefits of getting employees back to work and keeping them feeling safe and protected.

9. Be Social. Create the dialog with your peers through online forums and discussion boards. Share your experiences and pick up a new tip or learning along the way.

10. Debrief while the situation is still fresh. Talk to your impacted travelers and let their experience inform your supplier strategy, policy and crisis management plan. Were some suppliers more accommodating than others in making alternate arrangements for your travelers, waiving re-booking or other fees? Keep this in mind as you go through supplier negotiations in the future. A survey or questionnaire sent to all employees can help identify unrealized impacts and gaps in your corporate travel program while demonstrating a commitment to traveler service.

Putting the Volcanic Ash Situation in Context

American Express ramped up support throughout their global service delivery network in response to customer needs to find transport and accommodation, as well as chartering buses and flights from various destinations across the globe to pick up stranded travelers.

• More than 100,000 planes were grounded as a result of the volcanic ash.


• In some instances the American Express service delivery network experienced a 2,300 percent increase in call volume compared to a similar period of time.


• More than 150,000 travelers were impacted, both those that were stranded when the airspace closed and could not continue to their destinations, as well as those with planned trips about to commence.


• Travel counselors collectively made and received more than 1 million calls during the crisis, representing a 60 percent increase globally over what is typical for this time of year.


• Globally, we increased the scale of our service operations to support this extraordinary increase in demand, whereby travel counselors have logged more than 12,000 overtime hours.


• We sent emergency cash to card members and travelers for extended stays due to cancellations and also assisted with prescription replacement.


• More than 100 messages were written for employees and customers to deliver up to the minute information and the company blogged on their social media site, businesstravelconnexion.com, updates around airport closures and service information.

About American Express Business Travel

American Express Business Travel (www.americanexpress.com/businesstravel), a division of American Express Company, is committed to helping its clients maximize the return on their travel investment through increased cost savings, world-class customer service and greater spending control. With clients ranging from small businesses to multinational corporations, American Express Business Travel provides a combination of industry-leading technology, travel management consulting, strategic sourcing and supplier negotiation support, alongside global customer service available online and offline. The Company also provides a dynamic online community (www.businesstravelconneXion.com) harnessing the collective intelligence of those in the business travel industry offering a variety of perspectives, best practices, current research and industry news.

American Express operates one of the world’s largest travel agency networks with locations in over 140 countries worldwide. Total travel sales volume in 2009 was $21.5 billion, including proprietary volume, volume processed through joint ventures, and American Express branded volume processed through its partner network.

About American Express Company

American Express is a global services company, providing customers with access to products, insights and experiences that enrich lives and build business success. Learn more atwww.americanexpress.com and connect with us on www.facebook.com/americanexpress, www.twitter.com/americanexpress and www.youtube.com/americanexpress.

American Express Business Travel Offers Automated Central Command Post

American Express Business Travel Offers Automated Central Command Post and Introduces Solution Suite for Managing Through the Unexpected

- Volcanic Ash Situation Highlights Need For Corporations to Have Traveler Tracking and Instant Communication Tools Combined with Strategic and Experienced Travel Counsel -

- More Than 150,000 American Express Travel Customers Were Impacted by the Volcanic Ash Situation -

- Company Shares 10 Tips for Effective Travel Program Management in a Crisis -

NEW YORK--(BUSINESS WIRE)--American Express Business Travel, a global leader in business travel management, announced today it is offering its automated central command post complimentary for those customers who implement its business continuity suite. Information learned from the volcanic ash cloud situation demonstrated the importance of continuous information exchange between corporate security, travel, finance and other departments and combining that with the creativity and persistence of experienced travel counselors became the formula to successfully manage through this unexpected situation. American Express Business Travel reported its client base had more than 150,000 travelers impacted by the travel cancellations.

American Express Business Travel is introducing a business continuity suite of products anchored by an online central command post that serves as the hub for traveler tracking tools and instant employee messaging necessary during a crisis. The core command post solution, or portal, is being offered complimentary to customers who purchase our business continuity suite. The suite also contains an after-hours solution and a telepresence/teleconference capability to serve as an alternate means for conducting business when the traditional methods (air, car, rail) are unavailable. If you are interested in taking advantage of this offer, contact your American Express Business Travel representative or you can email us at contactus@businesstravelconnexion.com.

“The recent travel complications resulting from the volcanic ash cloud highlighted the need for companies to have a central command post to manage information. Travelers needed to be located and re-accommodated, and there was a need to disseminate communications on a broad-scale to stranded travelers, as well as employees that may not have started their trip yet,” said Lisa Durocher, Senior Vice President, Global Marketing and Product Management, American Express Business Travel.

“These business critical functions required sophisticated tools and quick actions from experienced and knowledgeable travel counselors. Around the world, our service delivery network and travel counselors used creativity, flexibility and persistence – and more than 12,000 hours of overtime – to get travelers home or change travel plans for those who had yet to commence their trips,” added Julie Bottner, Senior Vice President, Global Service Delivery, American Express Business Travel.

Top Tips for Managing An Unexpected Travel Disruption

Companies with a plan in place clearly were in a better position to support their travelers and their companies through the most recent crisis. Following is a list of tips American Express recommends for companies to consider to ensure preparation and business continuity for any unforeseen travel disruption:

1. Be a safety net. Distressed travelers seek solace in their travel managers and expect a personal touch from their service. Collaborating effectively across business units including Travel, Risk/Security, Finance, Communications, Procurement, Technology and Human Resources is crucial to successfully supporting all of the needs of both travelers and the company. So plan ahead and have the right contacts aligned and policies in place before the next big event.

2. Take a fresh look. Nothing is more important than knowing the whereabouts of your travelers and verifying their safety. Do you have the appropriate tools to track your travelers in the event of an emergency? Be sure that you can access this information quickly, either through on-demand reporting, a GUI-based tool, or a combination of both. It is important to make sure your travel policy supports these tools by stressing the importance of making reservations (air AND Hotel, rail) as well as all changes through the approved travel channels. This will ensure all data is channeled through the traveler-tracking tools so that employees can be easily located. Also include this information in employee code of conduct training materials and in new employee manuals.

3. Evaluate your servicing configuration. Does it include allowances for emergency and after-hours service? Understand the contingency plans of your travel management company to be sure that your travelers will be able to make contact and get the help they need.

4. Revisit your traveler communications strategy. It must allow for two-way, real-time communication with employees and travelers both individually and company-wide. The best mobile solutions incorporate a mix of smart phone apps and text messaging for timely alerts and added convenience at an otherwise inconvenient time. Be sure to have an alternative plan of communication through the use of websites, social media channels and landlines in the event mobile networks are not available.

5. Revisit your traveler communications strategy, Part II. Consider a traveler portal solution that can target individual travelers based upon their preferences and travel history then post and push timely and relevant information on the fly. An added potential benefit is that travelers learn to rely upon this central location for all travel related information, resulting in productivity gains and improvements to policy compliance and savings.

6. Embrace telepresence and teleconferencing. With the proliferation of public telepresence rooms, this option will be more accessible, especially for companies who do not wish to invest in building their own facilities. Teleconferencing has come a long way and is also a viable option. A central booking solution for the whole of these options allows for easy booking and can minimize lost productivity due to travel interruptions.

7. Recycle those unused tickets. Utilize an automated ticket tracking application to identify all unused tickets. Refundable tickets are as good as cash in your pocket and non-refundables can frequently be used against a future trip to offset that expense.

8. Turn an eye to ROI. Some of these suggestions do require investment so it is important to understand and balance the costs against the potential tangible and intangible benefits of getting employees back to work and keeping them feeling safe and protected.

9. Be Social. Create the dialog with your peers through online forums and discussion boards. Share your experiences and pick up a new tip or learning along the way.

10. Debrief while the situation is still fresh. Talk to your impacted travelers and let their experience inform your supplier strategy, policy and crisis management plan. Were some suppliers more accommodating than others in making alternate arrangements for your travelers, waiving re-booking or other fees? Keep this in mind as you go through supplier negotiations in the future. A survey or questionnaire sent to all employees can help identify unrealized impacts and gaps in your corporate travel program while demonstrating a commitment to traveler service.

Putting the Volcanic Ash Situation in Context

American Express ramped up support throughout their global service delivery network in response to customer needs to find transport and accommodation, as well as chartering buses and flights from various destinations across the globe to pick up stranded travelers.

• More than 100,000 planes were grounded as a result of the volcanic ash.


• In some instances the American Express service delivery network experienced a 2,300 percent increase in call volume compared to a similar period of time.


• More than 150,000 travelers were impacted, both those that were stranded when the airspace closed and could not continue to their destinations, as well as those with planned trips about to commence.


• Travel counselors collectively made and received more than 1 million calls during the crisis, representing a 60 percent increase globally over what is typical for this time of year.


• Globally, we increased the scale of our service operations to support this extraordinary increase in demand, whereby travel counselors have logged more than 12,000 overtime hours.


• We sent emergency cash to card members and travelers for extended stays due to cancellations and also assisted with prescription replacement.


• More than 100 messages were written for employees and customers to deliver up to the minute information and the company blogged on their social media site, businesstravelconnexion.com, updates around airport closures and service information.

About American Express Business Travel

American Express Business Travel (www.americanexpress.com/businesstravel), a division of American Express Company, is committed to helping its clients maximize the return on their travel investment through increased cost savings, world-class customer service and greater spending control. With clients ranging from small businesses to multinational corporations, American Express Business Travel provides a combination of industry-leading technology, travel management consulting, strategic sourcing and supplier negotiation support, alongside global customer service available online and offline. The Company also provides a dynamic online community (www.businesstravelconneXion.com) harnessing the collective intelligence of those in the business travel industry offering a variety of perspectives, best practices, current research and industry news.

American Express operates one of the world’s largest travel agency networks with locations in over 140 countries worldwide. Total travel sales volume in 2009 was $21.5 billion, including proprietary volume, volume processed through joint ventures, and American Express branded volume processed through its partner network.

About American Express Company

American Express is a global services company, providing customers with access to products, insights and experiences that enrich lives and build business success. Learn more atwww.americanexpress.com and connect with us on www.facebook.com/americanexpress, www.twitter.com/americanexpress and www.youtube.com/americanexpress.

Mocapay Appoints New Head of National Sales

DENVER--(BUSINESS WIRE)--Mocapay, a mobile experience platform, today announces the appointment of Marilyn Benson as SVP national sales. In this position, Benson will lead the Mocapay sales teams to bring Mocapay’s mobile-enabled marketing, gift, loyalty, and coupon solutions to national merchants.

“She will play a vital role in bringing innovative merchants a mobile sales and marketing solution.”

“After two years of rigorous market tests, Mocapay has seen strong merchant results and consumer demand for mobile access to merchant-branded programs. Merchants benefit from the addition of a cost-effective mobile channel while consumers no longer need to carry plastic to participate in merchants’ gift and loyalty programs. Consumers can receive real-time offers, direct to their mobile phone for immediate redemption and merchants can track marketing ROI down to the individual consumer. As we expand our footprint to regional and national merchants, Marilyn will bring a wealth of experience to support our growth,” said Kevin Grieve, CEO, Mocapay. “She will play a vital role in bringing innovative merchants a mobile sales and marketing solution.”

Benson’s experience in the payment and loyalty industry spans over 25 years with Fortune 500 companies. She was an executive vice president at Citicorp Diners Club where she successfully tripled the acceptance network to 1.7 million merchants. During that period, she led her team to deliver travel partners participation in the Club Rewards loyalty program, resulting in winning theFreddie Award for “Best Card Program” for nine consecutive years. Prior to that, she held senior management sales and marketing positions at American Express. Benson currently sits on the Board of Trustees for the National Restaurant Educational Foundation.

About Mocapay

Mocapay is an end-to-end, mobile payments and experience platform for innovative issuers. The platform addresses merchants’ need for a new channel that will broaden their loyalty and gift programs by mobilizing sales and marketing to reach customers anytime, not just at the point of sale, encourage purchases and build a stronger brand affinity. For innovative financial institution issuers, Mocapay reduces the implementation time, support complexity and costs associated with secure mobile payments increasing and accelerating consumer and merchant adoption. Based in Denver, Mocapay is a privately held, venture funded company founded in 2006. For more information, visit www.mocapay.com.