Public Mediation

Invalid flight change penalty.

J. M. vs. American Express Travel (Headquarters)
200 Vesey Street, New York, New York, 10285-1000, United States
Amount Involved: $2,633.00
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: View.
    • Claim #: 8830725
    • Amount Involved: 2,633.00
    • Filed On: Sep 25, 2010
    • Posted On: Oct 10, 2010
    • Complaint(s):
      • "I just feel ripped off."
      • Questionable Business Practices
      • Billing / Fees
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Statement of Claim
Complaints Involved (3) - View
Claimant says:
"Incorrect information from American express travel regarding visa requirement resulted in rescheduling a trip to Brazil. resulting in a penalty charge of $1060. Informing their representative that the rescheduling was the result of them giving me incorrect information, was told they could not cancel the charge unless they could verify the incorrect information was in fact given to me. I provided this representative with date, reservation data and name of the person. Was told it would take a month for the search. Called Amex a month later, no search was made.

Wrote a letter to Amex Public Relations dept. detailing` the roughly 18 hours of phone conversations over a 5 day period trying to correct the problem, speaking to 5 or 6 Amex representatives.
Their response was we're unable to find the voice recording proving the error, thus penalty charge cannot be canceled.
This is bizarre, they found the other conversations related to this issue but could not find the initial conversation that took place booking the flight to brazil, and which they had all the flight reservation data.

To me, this response is a continuation of the previously mentioned 18 hours of Amex avoiding responsibility through bureaucratic passing the buck

"
...
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Claimant timeline (1) - Hide
  • 07-09-2010 — Booked round trip reservation, tampa - sao paolo, brazil (ID #601904913292.) with american express travel In need to replace my expired passport, I asked the agent (Jennifer) if a visa was required for brazil, I was told no by the agent. THIS IS THE VERIFICATION DATA AMERICAN EXPRESS PUBLIC RELATIONS INFORMED ME THAT THEY COULD NOT FIND. To renew passports through normal channels, the government specifies a 2 to 3 week turnaround time. My scheduled departure of 7/29/10 gave me plenty of time to make the request using regular mail (normal channel). Visa applications require a valid passport to apply. At this point had I known brazil requires a visa, I would have expedited the passport renewal request allowing me adequate time to apply for the visa and receive it in time for the 7/29 departure. I learned of the visa requirement during a phone conversation with my friend from brazil on 7/20. I called American express travel the same day to confirm, which they did. 7/21/10 I again called amex to explain my dilemma, and that I would need to postpone my departure, providing time for the receipt of the visa. Informing the agent that in as much as the problem arouse as the direct result of incorrect information from the amex agent, I should not be liable for the flight change surcharge. This was the beginning of the bureaucratic nightmare that took place during the next 6-7 days. Changed my departure from 7/29 to 8/2, was charged $1060. on my american express gold card. After being transferred to 5 or 6 Amex representative, each stating they were not authorized to issue credits, I spoke to a supervisor who stated he would initiate a search to confirm my claim. On 9/10 I followed up on the results of the search, learned from a customer service representative that a claim was never filed. One of the representative was suggested I call turned out to be a Delta airline agent. Another was an employee of Amereprise corp. And another, a travel agent simply said..."I don't have access to your file. I have previously stated the results from the recent Public relations dept. they could not find documentation of the initial conversation
What Claimant Wants Hide
1. Refund: airline ticket penalty Oct 10, 2010 $1,060.00
2. Refund: miscellaneous charges on my gold card, related to this claim issue Oct 10, 2010 $73.00
3. 16 hour round trip tampa-miami for in person visa application at the brazilian consulate Oct 10, 2010 $600.00
4. 18 hours on the phone trying to resolve the problem, and been transferred to 6 different representatives, each claiming a lack of responsibility and forwarding me to another non responsive agent. Oct 10, 2010 $900.00
Cash total : $2,633.00
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)

Respondent's Counteroffer

There has been no response to this claim from American Express Travel (Headquarters). This claim will remain posted until resolved
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