An American Express Platinum Card Travel Experience
12/20/2022
The Set Up
On October 27th, I started planning travel from Albuquerque, New Mexico to Paris, France to run a wilderness half marathon, watch the World Cup, and hang out with friends before Christmas. After accruing over 200,000 American Express award points in ten months, I decided to use my Platinum credit card’s travel service to book the trip. This was my first-time using a credit card travel service and I was eager to learn how award points convert to travel and whether my American Airlines loyalty status would be linked to the travel. After utilizing the travel App, I chose to pay for the ticket rather than use my award points and found an itinerary leaving New Mexico on Thursday, December 8th, and returning from France on Friday, December 16th. This would be my fourth trip to Europe since March, and I was comfortable with the itinerary the travel service offered.
According to stated American Express Travel App policy, I had the option to cancel my reservation within twenty-four-hours for a full refund, which is a comforting and convenient feature since many aspects of my trip were still fluid. As fate would have it, my travel plans changed later that day when friends suggested extending the stay to participate in some Christmas events. So, within hours of making the reservation, I canceled it using the Travel App’s cancel reservation option, I then proceeded to rebook a new itinerary leaving Albuquerque on the same day but now returning Monday, December 19th.
Here’s where our story takes on technical and ethical significance, and sadly exposes the disappointing way American Express handles customer disputes. As a frequent traveler, I routinely book flights on American Airlines, Delta Airlines, and even on occasion use Travelocity. Each website has specific rules for canceling reservations, so, I understood American Express would as well. Early on October 28th, while using the American Express Travel App, I accessed the travel reservation made late on October 27th, and using the App’s cancel reservation option, terminated the trip. Let me repeat this as it becomes elemental to our unfolding drama; within a twenty-four-hour period, I made and then canceled a reservation using the American Express Travel App, which according to their stated policy I’m permitted to do for a full refund. Then, after canceling reservation 1, I booked a second trip from Albuquerque to Paris with an extended return date.
As my December 8th departure date drew near, I returned to the American Express Travel App to determine if my American Airlines Priority status, TSA Pre-Check, and Global Entry certificates were linked to the ticket – spoiler alert, even though I entered all that information into my travel App profile, it did not link with the ticket. I had to work with American Airlines directly to get those things, along with free first checked bag, early boarding, upgrades to first class, and other privileges activated. The added time and effort required is a substantial drawback to using American Express Travel. It was then I discovered my initial reservation was still in the American Express Travel system. Unsure how this happened since I had canceled it, and uncertain what to do, I called American Express and working with a helpful credit card agent (not an Amx travel agent), got reservation 1 deleted. After hearing the story of how I came to have two reservations to Paris departing on the same day but returning on different dates, the credit card agent informed me she could not authorize a refund but would open an investigation with American Express Travel. She estimated it would be several weeks before American Express Travel got back to me.
On December 8th, I depart Albuquerque confident a full refund is forthcoming since in my thirty-plus years as a loyal American Express credit card holder, my disputes have always been fairly adjudicated. While on layover in Dallas though, I receive an email from Karen (not her real name), who is a “Customer Advocate,” at American Express Travel asking for more information regarding my dispute. The following are excerpts from the correspondence between me and Karen. I’ll let you be judge and jury and decide if American Express Travel mitigated a fair resolution.
Resolution
In the following series of email correspondences between me and the American Express Customer Advocate (Karen), I challenge you to attempt to follow the logic Karen employs and to experience the frustration of trying to have rational dialog with an irrational person.
KAREN (12/08/2022)
“Dear Ronald “Hello, my name is Karen I am a Customer Advocate with AMEXTravel.com and I am reaching out to you regarding your Global Case for Trip ID 4905-6685. I attempted to reach you at your provided phone number, however I was directed to voicemail, I did leave a brief message advising you that since I was not able to contact you via phone that I will contact you via email and asked you to please respond. I understand that you state that you cancelled the itinerary within the 24 hour Courtesy Cancellation period which would have been expired at 10:00 pm CST on October 28, 2022. Unfortunately per the information on our end the reservation was not accessed by an AMEXTravel.com agent until November 30, 2022. On November 25, 2022 you spoke to a Platinum Travel Consultant who cancelled the itinerary as it was not previously cancelled. Unfortunately this ticket is non refundable and has to be changed/reissued at least 24 hours prior to the original departure date of December 08, 2022 or the value of the ticket will be lost. “If you could please respond with the details as to the Courtesy Cancellation you state occurred that would be greatly appreciated as again I see no evidence that you contacted AMEXTravel.com regarding this reservation during the Courtesy Cancellation timeframe and no cancellation was completed during this time. “Sincerely, Karen, Customer Advocate, AMEXTravel.com”
Karen contends right out of the gate that the American Express Travel App is wrong to state there’s a policy for allowing refunds when a ticket is cancelled within 24 hours of being made. She also contends the ticket was never refundable, which means the Travel App lies to its customers on two significant counts. It is also interesting to notice going forward that this is the only time Karen makes the assertion I purchased a non-refundable ticket. All her other assertions are that the ticket would have been refundable if only I had not used the cancel reservation option on the American Express Travel App, because, well, you know, the cancel reservation option isn’t really for cancelling reservations. . .
So, after providing the requested information about what happened and detailing the steps I took to canceled reservation 1, I sent Karen the following response to her previous email.
Ron (12/08/2022)
“Karen, “What do you mean the money for the ticket will be lost! This travel service you provide is very poorly put together. I was very diligent to hit the cancel button on my Amex App within the 24 hour window. “If the cancellation did not process due to a malfunction in your software, that’s on you. Why would I turn around and buy a new ticket with the same departure date if I didn’t believe I had canceled the earlier one? It makes no logical sense. “I expect a full refund and that you fix your deficit app. “Thanks, Ron”
Perhaps I’m being defiant but being lied to by a corporation who for thirty years has had no problem making buckets of money from my charges, is insulting. Also, as I point out, I would not have made a second reservation had I not believed I had canceled the first reservation by doing exactly what the App instructed me to do.
Karen (12/08/2022)
“Dear Ronald, “Thank you for your response. Unfortunately if you attempted to cancel the itinerary on the app within the 24 hours then it would not be cancelled successfully. As it states on your confirmation email for 24 hour Courtesy Cancellation Call 1-800-297-2977 for a full refund. The app does not allow Courtesy Cancellations as it requires a manual process. Unfortunately the reservation was not successfully cancelled until November 25, 2022 when you spoke to the Platinum Travel Consultant. “Due to this the value of the ticket is is no longer valid as the airline will not provide a waiver code to refund the reservation as per the fare rules the ticket is non refundable, AMEXTravel.com advised via the confirmation email for the 24 hour Courtesy Cancellation please contact us to allow full refund. Due to this process not being completed AMEXTravel.com is not liable for any out of pocket cost due to this matter. Due to this AMEXTravel.com can not authorize reimbursement for the ticket value of $787.48. “However we can authorize a credit of $500 to the original form of payment as a one-time exception for goodwill for anything over this $500 there will have to be evidence of an error caused by AMEXTravel.com regarding the 24 hour Courtesy Cancellation. Again, there was no error caused by AMEXTravel.com due to this we can not authorize reimbursement for the ticket value. Please respond to authorize the issuance of the above offer. “Again, my deepest apologies regarding the time and inconvenience experienced regarding this matter. If you have any further questions or concerns please respond or contact us at 1-800-297-2977 and an available agent will be happy to assist you. Thank you for being a valued American Express card member and for trusting AMEXTravel.com with your travel needs. Sincerely, Karen Customer Advocate, AMEXTravel.com”
Karen is now changing the basis for her justification for not offering a full refund. Frist, it was that the ticket was non-refundable. Then it was that the App lied when saying reservations could be canceled. Now the ticket is apparently refundable, I just shouldn’t have used the American Express App to cancel it, even though the App provides a mechanism to do just that. According to Karen, if I had only read the fine print in an obscure email, I would have known that the Cancel Reservation option in the American Airlines Travel App is a false flag meant to confuse high-profile members who don’t have time to read the frivolous emails corporation deluge members with. Here’s the irony of her last assertion, the whole point of corporations encouraging members to download Apps is so members can manage stuff on their phone and not through emails. As my oldest son who is a digital marketing executive at a Fortune 500 company likes to say, “Emails are so last generation Dad.”
I explain this to Karen in the following two emails while providing an economics lesson to highlight the core of American Express business, which is making money off card holder spending.
Ron (12/08/2022)
“Karen, “How the hell is screwing me out of $300 a gesture of good will? In addition, your rational and explanation is complete and utter illogical nonsense. If I cannot cancel the reservation through the App, then why the hell is there an option in the App to do that? Is this an elaborate scam by Amx to bilk clients out of money? At the very least, this is an unethical business practice by Amx reminiscent of Well Fargo. “I have no sense of goodwill toward Amx and will be looking to convert my point to miles with an airline whose reservation system I can trust, while shopping for a new credit card company of more respectability and integrity! “Thanks, Ron”
Ron (12/08/2022)
Karen, There's an old Ben Franklin expression, "a penny wise and dollar foolish," which applies to this situation. You screw me out of $300, which is your managers thinking they are so wise, but they're foolishly screwing Amx out of the $700 membership renewal fee I was going to pay in January and the $1,200 I earn Amx annually in merchant fees through my spending......thankfully Citi is opening lounges in the airports I frequent! Thanks, Ron
Unable to defend her logic, Karen decides to auger in on her assertion the American Express Travel App does not have a cancel reservation option, even though previously acknowledging it does – it’s just that the cancel reservation option isn’t meant for canceling reservations. I suspect Amx Corporate taught Karen during new-hire training that when a weakness or error in corporate software or policy is exposed, fabricate a lie and just keep repeating it in the vain hope frustrated members quit arguing. Remember in an earlier email where from her high horse, Karen acknowledges the cancel reservation option exists in the travel App, it just isn’t intended for canceling reservations. If you are starting to see the irrationality of her argument, you can already guess how the rest of this drama unfolds.
Karen (12/09/2022)
“Dear Ronald, “Thank you for your response. The app is available for you to access your reservation and process cancellations per the fare rules of the ticket. However it specifically states in the confirmation email for the 24 Hour Courtesy Cancellation to contact our customer service line. This is advised due to the Courtesy Cancellation process is a manual process that requires the ticket status to be changed to VOID status(Voiding the initial charge placed on the Account). “When canceling online the ticket will not change as the app can not process manual changes, it will only cancel the itinerary and issue any refunds, future travel credits, loss value per the fare rules. Due to the 24 hour Courtesy Cancellation being a benefit of booking with AMEXTravel.com and not the Airline itself this is not included in the fare rules. Due to this the app does not recognize Courtesy Cancellation as an option which is why you are advised in the confirmation email to contact us to make the necessary change to the ticket. “Again, AMEXTravel.com is not liable to reimburse you for any amount of the ticket due to this matter as it clearly states in the confirmation email to contact us for the 24 hour Courtesy Cancellation. Per my discretion I am authorized to offer our customers up to $500 as a one time exception for goodwill in these matters. Anything over the $500 will have to be requested and sent to our reimbursement team and these request are required to include an error caused by AMEXTravel.com. Due to no error being caused by AMEXTravel.com I can not submit any such request. However I can take into account the matter itself and do my best to compensate you per goodwill. Unfortunately at this time this is the only thing AMEXTravel.com can offer as there was no error, allowing you to get something back and not completely loosing the value of the non refundable ticket. “Sincerely, Karen “Customer Advocate, AMEXTravel.com”
Here’s where Karen abandons all sense of logic and reasonableness. In the first paragraph of the above email, Karen acknowledges the cancel option is available on the Travel App but cannot be used to actually cancel a reservation. The reason for that, she says in paragraph two, is that using the cancel option in the App will cancel the reservation and issue any refunds, which is just the opposite of what she argues in paragraph one and negates the entire logic of her earlier emails. But don’t worry, by the end of paragraph two, Karen comes back to her initial assertion that the Travel App’s cancel reservation option is not used for canceling reservations. If you’re like me, you need a score card just to follow her irrational logic.
Paragraph three is a corporate classic, here Karen just throws in the towel and says it doesn’t matter how the Travel App works, either way she’ll only issue a $500 credit for an $800 ticket while denying there’s an error in the American Express Travel App – an error she spent two earlier paragraphs detailing.
Ron (12/09/2022)
“Karen, “I understand you're following company rules and your offer is the best you can provide, so please proceed with my partial refund. “Just so you know, I intend to escalate this to the AMX corporate office so they can at least be aware that your travel App has a serious customer interface flaw. I also intend to post a summary article about this incident on my blog. I will of course make sure your name and contact information are not in the post. “I recently posted a review regarding an unfortunate stay at the Hyatt Place Paris Hotel that my 25K readers appreciated, so I think they will also enjoy learning about my AMX Experience. “Once you process my refund, I will convert my AMX points to Delta Skymiles, then cancel my Platinum card. I will switch to the Citi/AAdvantage Elite card that comes with American Airlines lounge access and earns American Airlines Advantage miles. This card is half the cost of the AMX Platinum card and reward miles accumulate faster. Thank you for your part in this incident as it caused me to investigate other credit card offerings where I discovered my AMX card is not optimal for the way I travel and that the $70K I spend annually on credit card purchases can earn more travel benefits faster at Citi.....at least that's one positive that came out of this fiasco. “Respectfully, “ron”
I long ago learned you can’t have rational dialog with an irrational person, so, I decide to accept the $500 refund Karen offered and take the matter up with American Express Corporate. One positive that came out of this incident it that it caused me to perform a comparative study of the luxury credit card market where I learned the Citi/AAdvantage Executive Elite card provides a better return on investment than my current American Express Platinum card so switching cards is a no-brainer. Visit my blog at (www.rmdolin.com) to read the comparative study.
Prior to my misadventure with American Express Travel, I was blindly loyal to my Platinum Card and the many luxury perks it provides; like a 24 hour cancelation option on tickets booked through their travel service. Now I know there are better luxury cards out there and this incident has driven me to decide now is the time to give another card a test drive.
At this point in our dialog, we should be done. I capitulated to her offer but now, like a spouse who has to have the last word, Karen wants to continue driving home her point. Who knows, maybe business is so slow at American Express Travel she has lots of down time?
Karen (12/13/2022)
“Dear Ronald, “As I have previously explained there was no error that occurred by AMEXTravel.com. The $500 credit is a resolution we are offering for this matter, however if you choose to escalate the matter further I would have to hold off on processing the credit until a resolution is made with the American Express Corporate Office. Unfortunately this is our final resolution and offer for this matter. “If you have any further questions or concerns please respond or contact us at 1-800-297-2977 and an available agent will be happy to assist you. Thank you for being a valued American Express card member and for trusting AMEXTravel.com with your travel needs. “Sincerely, Karen “Customer Advocate, AMEXTravel.com”
I thought we were done. We should be done, but Karen has decided to threaten me into silence; no doubt out of fear as to what will happen if this post goes virial, or if I do escalate things up to Corporate HQ. And spoiler alert, her last email all but assures I’ll escalate up both the Corporate CEO and customer relations chains.
RON (12/13/2022)
“Karen, “As I have previously attempted to explain, there is an error in the Amx Travel App that you refuse to acknowledge. You have offered no rational explanation as to why the Amx App has a cancel reservation button; you don't deny the button's existence, yet continually assert the cancel travel button is not intended to cancel travel, which is ludicrous on face value. As a software developer I not only know software errors are routine in Apps but that managers rarely admit the error or take steps to remedy. Your managers could have used our interaction as a learning opportunity and flagged the error I encountered, but instead they have chosen to ignore its existence, which is regrettably unfortunate. “I understand you are probably working within a carefully scripted set of Amx customer guidelines, so my beef is not with you. I feel sorry that you work in an environment where managers never admit fault and hope that by low-balling me on a refund offer and then threatening to withhold the refund if I go over them is disappointing. As a thirty-year Amx card member, disappointing best sums up our interaction and the position of your managers. “I will take the refund and be done with Amx. As I have stated previously, there are plenty of other credit card companies willing to welcome the $70,000 I spend annually on credit card transactions. “I will, however, leave the following Econ101 lesson for your managers: Amx charges merchants 1.75% on credit card transactions, so $70,000*0.0175 = $1,225. The merchant revenue I generate for Amx annually more than covers the $300 your managers want to short me. I suggest that corporate take the difference out of their Christmas bonuses..... “Respectfully, “ron”
If you thought we were done now, guess again. Karen’s compelled to get the last word in and at this point, it’s exhausting. After all, I’m on vacation in France and there’s way to too much wine, cheese, and bread to enjoy, so why waste even one more moment trying to have a rational conversation with an irrational person.
KAREN (12/14/2020)
“Dear Ronald, “Per the investigation findings on our end we have not come to the same conclusion. However if you have any evidence such as a screenshot of a refund being advised, or confirmation of a Courtesy Cancellation ect. that would greatly be appreciated. “However as I have previously stated the App is available for cancellations. The app will cancel the itinerary per the Airlines fare rules of the ticket. For example if your ticket is a non refundable ticket, with no Future Use Credit options then the app will cancel the itinerary at a complete loss. If the ticket fare rules are refundable minus a $500 penalty per ticket, the app will cancel and refund the ticket value minus $500 and any non refundable tax and fees. “The App is not able to Courtesy Cancel the reservation as a Courtesy Cancellation is an AMEXTravel.com benefit and not part of the ticketing fare rules created by the airline. Due to this we advise our customers via the confirmation email to contact us for the 24 hour Courtesy Cancellation. Again, the App only acknowledges the tickets fare rules, these are the rules determined by the airline. “Per the findings of the reservation the reservation was not cancelled until November 25, 2022 and at this time the Courtesy Cancellation timeframe had expired. The reservation is also showing it was cancelled by an American Express Platinum Travel Agent and not from the AMEXTravel.com App. “Again, if you have further documents to support your claims I would be happy to take a look at them. However as per the findings that I have on my end AMEXTravel.com can not authorize any compensation over the offered $500 credit for goodwill as a one-time exception. If you have any further questions or concerns please respond or contact us at 1-800-297-2977 and an available agent will be happy to assist you. Thank you for being a valued American Express card member and for trusting AMEXTravel.com with your travel needs. “Sincerely, Karen “Customer Advocate, AMEXTravel.com”
KAREN (12/15/2020)
“Dear Ronald, “Per the investigation findings on our end we have not come to the same conclusion. However if you have any evidence such as a screenshot of a refund being advised, or confirmation of a Courtesy Cancellation ect. that would greatly be appreciated. “However as I have previously stated the App is available for cancellations. The app will cancel the itinerary per the Airlines fare rules of the ticket. For example if your ticket is a non refundable ticket, with no Future Use Credit options then the app will cancel the itinerary at a complete loss. If the ticket fare rules are refundable minus a $500 penalty per ticket, the app will cancel and refund the ticket value minus $500 and any non refundable tax and fees. “The App is not able to Courtesy Cancel the reservation as a Courtesy Cancellation is an AMEXTravel.com benefit and not part of the ticketing fare rules created by the airline. Due to this we advise our customers via the confirmation email to contact us for the 24 hour Courtesy Cancellation. Again, the App only acknowledges the tickets fare rules, these are the rules determined by the airline. “Per the findings of the reservation the reservation was not cancelled until November 25, 2022 and at this time the Courtesy Cancellation timeframe had expired. The reservation is also showing it was cancelled by an American Express Platinum Travel Agent and not from the AMEXTravel.com App. “Again, if you have further documents to support your claims I would be happy to take a look at them. However as per the findings that I have on my end AMEXTravel.com can not authorize any compensation over the offered $500 credit for goodwill as a one-time exception. If you have any further questions or concerns please respond or contact us at 1-800-297-2977 and an available agent will be happy to assist you. Thank you for being a valued American Express card member and for trusting AMEXTravel.com with your travel needs. “Sincerely, Karen “Customer Advocate, AMEXTravel.com”
This is dragging on much too long and needs closure. . .
RON (12/15/2022)
“Karen “Not sure why you sent me this email a second time? For the third time, I expect to receive the $500 refund. FYI: the reason you are showing that an Amex agent canceled the reservation is because weeks after canceling the reservation on your App and rebooking the second reservation I am currently on, I realized the first reservation’s cancelation had not been executed per the App’s “Cancel Travel” button, so I called an agent to help. Are you a computer? You seem to not understand anything I clearly explain? "Ron"
Notice in Karen’s next email that she avoids answering my question regarding if she’s an actual person or an avatar from some artificial intelligence (AI) tool American Express bought to deal with customer relations. While I applaud Amx for being early enablers of AI technology, and certainly email dialog is better than talking on the phone with someone from India whose English is barely discernable, I think we can agree that this AI tool is not as mature and sophisticated as it needs to be, and American Express Travel needs to work on developing Karen_2.0.
KAREN (12/16/2022)
“Dear Ronald, “I have issued a $500 credit to the original form of payment. This credit will reflect the account within 7-10 business days and the statement within 2 billing cycles. No further compensation can be authorized for this matter. Again, I deeply apologize for the time and inconvenience of this matter. This case is now closed. “I hope you have a wonderful day and Happy Holidays to you and your family. “Sincerely, Karen “Customer Advocate, AMEXTravel.com”
The Consequence
Karan’s inability or unwillingness to grasp the simple facts in this matter leave me wondering if she’ an avatar in some AI tool American Express bought to avoid having to pay real people a living wage. Either way, this experience leaves me feeling no good will toward American Express or wanting to continue our relationship. So, American Express; “I DIVORCE YOU! I Divorce You! I divorce you.” In some cultures, that’s sufficient to legally end a long-term relationship. I have already converted my 200K Platinum award points into Delta Skymiles, even though it incurred a 10% penalty. By my estimate, the remaining Delta miles are good for at least two round trip tickets to France – tickets that can be changed or canceled at any time using the Delta Skymiles website or App without penalty.
Upon my return from France, I’ll begin the process of closing out my American Express account. It’s not easy ending a long-term credit card relationship. First you must find a rebound card to start a new relationship with, which I have found in the sleek and intoxicatingly elegant Citi/AAdvantage Executive World Elite card. Then, you must transfer your on-line bill paying infrastructure from the old to the new card, inform all your on-line merchants, like Ebay, Amazon, Sprint, Norton, etc., of the change and set up automatic monthly balance payments between your bank and the new credit card because only a financial fool carries credit card debt. Then you have to download the new credit card’s app to your phone and . . . oh shit, a new credit card App! Is this gonna be déjà vu all over again?
