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AMEX Cardholder Testimonials & Feedback - The Pros and Cons as Reported by New Zealand Cardholders

We gathered feedback from our users who have AMEX cards; our guide highlights the positive and negative aspects to provide a clearer understanding of crucial factors, such as acceptance and rewards.
Updated 8 December 2024

Summary
  • A law change in late 2022 meant that Visa and Mastercard were limited by how much they could charge merchants (e.g. shops) if someone used their card.
  • This promptly led to a drop in bank-issued reward benefits given the merchant fees had until then subsidised the perks – competitive Airpoints Dollars earning rates and lounge vouchers were the most common benefit gutted out of cardholder benefits.
  • In 2023, we have poor-value bank-issued credit cards offering much less for the same (or higher) annual fee, which is arguably a very poor experience.
  • As a result of the banks cutting the perks and rewards, American Express cards have become more popular, given they give many more rewards than anything the banks can offer. 
  • However, our research team receives lots of questions about the acceptance of American Express within New Zealand. While we have a dedicated guide to explain this, we asked MoneyHub users who are also AMEX cardholders to share their experiences.

Our guide covers the following:
Know This: This guide continues to be updated as we receive user experience. If you have any specific questions you'd like to ask cardholders, please email our research team so we can ask - the more comprehensive this guide is, the better for anyone deciding whether or not to apply for an AMEX card. 

Advertising Disclosure:  MoneyHub may earn a referral bonus for anyone approved for a credit card. Our research and findings are independent of any bank, credit card issuer, or product manufacturer/service provider and have not been endorsed by any entities. Please see our Advertising Policy for more details about how we make money.

MoneyHub Founder Christopher Walsh shares his views on AMEX and how it works in New Zealand:

"More places throughout New Zealand accept AMEX, making accumulating rewards and enjoying the benefits easier. But cardholder experience is essential, so we cast the net wide and asked for real-life experiences.

AMEX has been gaining popularity in New Zealand due to its generous rewards and incentives, but that's not helpful if no one you shop with accepts it. I'm confident that American Express is user-friendly and provides a competitive edge over other credit cards, given what I've seen, read and experienced with friends who are happy cardholders.

However, while the rewards and benefits are unrivalled, what's right for you takes further consideration. This guide is an honest reflection of everyday New Zealanders using American Express and the pros and cons of doing so".
Christopher Walsh
MoneyHub Founder

Generally Positive Testimonials:

The testimonials below have been classed as 'generally positive' and go into specific detail. In summary, they list pros and cons, which include the following:

Pros:
  • Positive experiences with AMEX rewards, especially Airpoints
  • Exceptional customer service and support (e.g. help with billing, fraud protection and chargebacks)
  • Lounge access and other perks (for Airpoints Platinum cardholders)
  • Increasing acceptance of AMEX in major retailers

Cons:
  • Limited acceptance in smaller stores and cafes, which poses the need for a backup card due to limited acceptance
  • ​The app could use improvements

Video Summary: MoneyHub Founder Christopher Walsh provides a summary of cardholder feedback in the following video:
Testimonial 1:
I've had a fantastic experience with my AMEX card! I've accumulated a significant amount of air points, which seem more rewarding than with my previous cards. I've even had the opportunity to enjoy the Amex lounge at Sydney Airport. The card is easy to use, although not all places accept it. The app could use some improvements, but it gets the job done. I would highly recommend AMEX over other credit cards, mainly because of the rewards.
 
Testimonial 2:
I've been using an Amex card for the past few months. It works well when the supplier or retailer accepts it, but many don't. For example, our local supermarket doesn't take it. However, the notifications and security features are great, and the app is decent. Thanks!
 
Testimonial 3:
I've been using an American Express card for over 40 years and have had a very positive experience. Their customer service is exceptional—helpful, friendly, and you get to speak directly with a human! They offer a wide range of incentives and an essential benefit: points never expire. They've been working hard to increase the number of outlets accepting Amex, but it's still necessary to have a Mastercard or Visa for complete coverage. My only issue is their travel insurance policy, which doesn't offer coverage for pre-existing conditions at an additional cost, unlike Mastercard.
 
Testimonial 4:
The AMEX customer service representatives on the phone are incredibly helpful, showcasing above-average call centre skills, clear intelligence, and excellent verbal communication. They've been extremely dependable, especially when I've needed assistance while travelling overseas.
 
Testimonial 5:
I've had an Air New Zealand Amex Platinum card for about 9 months now, and it's great for most online purchases, supermarkets, and petrol stations. However, if that's less than 60% of your spending per month, you'll need a backup option like another card or cash. Amex merchant fees are prohibitive for smaller stores and cafes. We've since closed the card and used all the points in-store and at the Koru Club. We don't plan to travel far in the next two years, so managing more than one card isn't worth it right now. Our ASB Platinum Visa with True Rewards works for us for now. More merchants accepting Amex would help.
 
Testimonial 6:
I've had an Amex card for over 10 years and switched to the American Express Airpoints Platinum Card a couple of years ago. I'm very happy with the card and rewards. I've noticed more places accepting Amex over time.
 
Testimonial 7:
So far (1.5 months), we're not much better off in terms of Airpoints earning rate, as fewer merchants accept Amex than I realised (e.g., Pak'n Save fuel, Caltex self-service). We strictly pay off our balance monthly, and it's more of a hassle to budget and plan when using two apps to track spending. You do get access to the Amex lounge at some airports. I tried Melbourne's Amex lounge, and it's very low-budget compared to the usual suspects. We'll stick it out for a bit longer and see how it goes compared to ANZ.

Testimonial 8:
I've found the Amex card to be pretty good. They have a "small shop" feature where smaller retailers accept Amex and offer $5 cash back for shopping at these retailers a couple of times a year, up to a total of $50. I've been with them for several years, and nearly every six months, they offer a 3.99% interest rate for six months. You can opt-in for this, and they have other bonuses too, like $50 off at certain retailers. Although it's not accepted everywhere, all the main retailers accept it for groceries, petrol, etc., so it adds up to more Airpoints dollars than any other card these days.

Testimonial 9:
I've been using my AMEX Airpoints credit card for over two months now, and overall, I believe AMEX is an excellent credit card provider. They've offered me amazing deals in the special deals section of the AMEX app, such as a 2x $40 refund when spending $200 at Countdown supermarkets. I find it interesting that the ANZ Airpoints Visa card has a higher spend requirement to earn one Airpoints Dollar compared to AMEX Airpoints, especially considering the lack of an annual fee for AMEX.

The main downside is that not all places accept AMEX, although most well-known stores and restaurants do. I've occasionally encountered difficulties paying at restaurants with my AMEX card, having to resort to using my Visa debit.

Testimonial 10:
I have been using my AMEX Airpoints credit card for over two months and overall, I think AMEX is an excellent credit card provider. They've offered me fantastic deals in the special deals section of the AMEX app, such as a 2x $40 refund when spending $200 at Countdown supermarkets. It's interesting that the ANZ Airpoints Visa card has a higher spend requirement to earn one Airpoint compared to AMEX Airpoints, especially considering the lack of an annual fee for AMEX.

Testimonial 11:
My personal experience with AMEX has been fantastic—superb service and a pleasant experience every time. I've been using the green debit card since 1995, although not all merchants accept it. I pay my balance every month before the due date. In December, I use my accumulated points to purchase store gift cards, which provide excellent value. The participating stores offer everyday products, making it easy to use the cards during sales or gift them to family. I pay for turbo points annually and find it to be well worth it.

Testimonial 12:
AMEX provides excellent customer service, with quick phone responses and readily available live chat. The card comes with great perks like lounge access, which I've fully utilised this year. It's not widely accepted at independent stores and restaurants, but I use it for supermarkets, gas stations, and online shopping, earning enough Airpoints for a return ticket to Tokyo! As long as the earn rate remains at $70/A1, I'll keep renewing the card. 

Testimonial 13:
I've had an AMEX 'blue' card for about 20 years, which has no annual fees. I always pay my balance in full every month, so I'm not sure how their interest rates compare to my VISA card. The AMEX card offers cashback at tiered rates depending on my spending, usually giving me about 1% back each year. My basic, no-fee VISA card doesn't offer rewards but may have lower interest rates. Not all places accept AMEX, which is why I use my VISA card as a backup.

Testimonial 14:
I began using an Amex card, primarily for the Airpoints it offers. After three months of purchases, I received the 300 bonus Airpoints. I've had no issues using it for larger transactions, but it takes some time for them to acknowledge payments. The number of retailers accepting Amex is growing, with supermarkets and My Food Bag now accepting it. If you're interested in the Airpoints scheme, I highly recommend using Amex.

Testimonial 15:
​Beyond the standard benefits, a MoneyHub user highlights ongoing cashback promotions:
"One great benefit I've noticed with AMEX is their regular cashback promotions. Over the past six months, I've received $75 in cashback - $25 from a Shop Small promotion (5 x $5 credits) and $50 from a Sony/AMEX promotion. While it's not massive, it helps offset the annual fee. The key is to register for each promotion as they become available, which I've made a habit of doing. It's a nice surprise when those small credits appear on your statement".

Negative Testimonials:

We also heard from AMEX cardholders who didn't have as positive an experience as the cardholders in the section above. The issues raised are specific so we haven't summarised them, and just as with any review submitted to us, we cannot verify their accuracy. 

Testimonial 1:
We recently closed our ANZ Platinum Rewards account. When I called to close it, they offered me 150 Airpoints to stay, but I declined and closed it anyway. We picked up the Amex card, but their application process is clunky. There must be more modern ways to do this. We also got a low-rate Visa for everything else.
 
Testimonial 2:
The main downside is that not all places accept AMEX, although most well-known stores and restaurants do. I've occasionally encountered difficulties paying at restaurants with my AMEX card, having to resort to using my Visa debit. 

Testimonial 3:
I've used an AMEX card for business purposes for many years, but unfortunately, AMEX's fees have made it less popular in the New Zealand market. Many places don't accept AMEX, making it less user-friendly. In addition, the application process is lengthy and complex so I wouldn't recommend AMEX as a credit card.

Testimonial 4:
I had an Air NZ Amex Platinum card for about nine months, which worked well for most online purchases, supermarkets, and petrol stations. However, it wasn't suitable for more than 60% of my monthly purchases, as smaller stores and cafes often don't accept Amex due to high merchant fees. I have since closed the card and spent all the points. Our ASB Platinum Visa with True Rewards suits our needs, but increased merchant acceptance of AMEX would be helpful.

General Cardholder Observations About Having an AMEX Card:

A July 2023 Reddit post confirmed many experiences, which we have summarised below alongside feedback we've received directly from MoneyHub users:
  • Most people use their AMEX for various monthly expenses, including supermarket, petrol, utilities, and other services.
  • The belief that AMEX is not widely accepted appears outdated; many New Zealanders living in metro areas report being able to use their AMEX for 90% to 95% of their monthly spending. However, cardholders know their cards are not as widely accepted at small local businesses and in certain areas as a Visa or Mastercard.
  • It's possible to direct debit off an Amex card for expenses like insurance premiums, but there might be a fee associated, and the rewards may not cover this cost. If you're unsure, check with your power and broadband provider. 
  • Many cardholders suggest that Amex's rewards are among the best available credit cards; this is supported by our research into using Membership Rewards. 
  • While smaller shops and some cafes/bars may not accept it, deals or offers are often available to cardholders, making it worthwhile. For example, the "spend local" deals, where spending a certain amount at local cafes/restaurants would result in a cashback reward, is a popular AMEX promotion.
  • AMEX Platinum Airpoints-earning cardholders highlight the advantage that the card earns the most Airpoints per dollar spent and is significantly more rewarding than the banks' options.
  • Certain users mentioned using AMEX primarily for most of their transactions, including groceries, petrol, utilities, and major retailers. They emphasize that AMEX's acceptance is improving, and the notion that it is less widely accepted is becoming outdated.
  • New Zealanders who frequently travel mention that the acceptance of AMEX can be problematic, especially in the Pacific Islands and Asia - it's not a universal payment card.
  • AMEX credit limits are often higher than requested, prompting some cardholders to request that it be lowered.
  • Many cardholders mention the benefits of specific AMEX cards, such as the Platinum Airpoints Card, citing included travel insurance and Airpoints as advantages.
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