1. British Airways and American Express Roles and Responsibilities
February 2017
AXP Internal

2. American Express Roles and Responsibilities
AXP Internal 2 2

3. Amex Roles and Responsibilities
Query
Amex
Comments
Missing Avios (From AmEx Card) 
BAU – Amex CCP to troubleshoot common causes (Name Mismatch, Exec Acct Mismatch, Broken Link, Exec Acct registered overseas) and communicate timeframes to CM
Escalation – If unable to resolve CCP to capture query and open a case to BA2Amex to investigate and advise of agreed 7-10 day SLA
Missing Companion Voucher
Non-UK Address
CCP to advise card member that Exec Club Account must be registered in the UK. CCP to advise card member to update Exec Club Acct address and then contact Amex. Once CM confirms account now held in UK CCP to open case to BA2Amex to re-link and CCP to adv CM potential 5 week lead time (allowing 7 day SLA and worst case 4 weeks to next auto sweep)
Card Processing and Issuance
New Accounts – 80% of applicants approved within 10 days
Missing Welcome Bonus Avios (AmEx Card)
These queries should be directed to Amex.
Missing AmEx offer Avios
These queries should be directed to Amex
AXP Internal

4. Amex Roles and Responsibilities
Query
Amex
Comments
Card Activation 
Reps BAU call handling
Card Account BAU Servicing
Account Maintenance
Reps BAU call handling - case to BA2Amex for certain Avios Maintenance as required (re-link/merge/duplicate Exec Club Accounts)
Emergency Card Replacement
Cardmember Cancellation (SAC)
Card Account Complaints
Reps BAU call handling. Escalation process (managed against the banking code). If cant resolve in first contact, Exec Task Force team – attempt to resolve by close of business next working day, if still no resolution, pass to Exec Office as formal complaint – 5 days to acknowledge, holding letter at 28 days if further investigation required, 56 days to provide final response (or issue further holding letter)
Missing Avios (From AmEx Card)
These queries should be handled by Amex.
Missing Companion Voucher
These queries should be handled by Amex
AXP Internal

5. British Airways Roles and Responsibilities
AXP Internal 5 5

6. BA Roles and Responsibilities
Query BA
Comments
Missing Avios (From AmEx Card) 
These queries should be directed to Amex.
Missing Companion Voucher
These queries should be directed to Amex
Companion Voucher Extension Queries 
These Queries should be handled by us, along with any other queries relating to a voucher that is already showing on the EC
Missing Tier Points
These queries should be handled by BA
Missing Avios (Non AmEx)
Flight Sales Queries
Redemption Booking Queries
Redemption Capacity Queries
Purchase Avios Queries
Transfer Avios Queries
BA eStore Queries
AXP Internal

7. BA Roles and Responsibilities
Query BA
Comments
Missing Welcome Bonus Avios (AmEx Card) 
These queries should be directed to Amex.
Missing AmEx offer Avios
These queries should be directed to Amex
Missing BA Partner offer Avios (Incl. eStore) 
These queries should be handled by BA
Amex Cardmember Address Queries i.e. Has changed EC address to non UK and hasn't received Avios and/or Companion Voucher
This requires both BA and Amex
Cardholders should be advised that they must have a UK EC Account in order to receive their Miles (and the address must be the same as that which Amex hold)
Change EC Account address
Customer should contact Amex to request Avios/CV to be awarded
General Queries – Amex Card (If Customer does not have card)
These queries should be handled by AMEX
General Queries – Companion Voucher: How to redeem
These queries should be handled by BA
General Queries – Companion Voucher; How to earn
General Queries; How to Earn Avios (Non Amex specific)
General Queries; How to manage Amex Account online
These Queries should be directed to Amex
AXP Internal