Consumer complaint received 2022-04-01
Company: AMERICAN EXPRESS COMPANY
State: VT
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I've been a card holder with AMX for over 33 years and this is only the second time I've gone to use any of the accumulated over XXXX award miles. On XX/XX/XXXX, I pursued an airline ticket purchase with the use of air miles through the American Express XXXX XXXX department. While the question asked of " what baggage allowance is there '' was answered only vaguely ( the rep noted that 'you can bring one bag ' but didn't seem interested in qualifying which 'type ' of bag this referred to. I asked if it was a bag that can be checked or a carry-on for the overhead or merely a bag for under the seat. I lost 2 hours to this call. After over an hour and a half I asked to speak with a supervisor. I held for 30 minutes and no supervisor was available who could answer this question. I put the ticket on hold after the rep ultimately outlined the bag is a carry on for the overhead. The following day, Sunday, XX/XX/XXXX since my boss had yet to approve - I phoned back and got a rep who was so much kinder and helpful. The rep the day before was literally rude and unkind. So on the XXXX, because I needed another 24hour grace period for the ticket before I knew I could travel these dates- we canceled and reissued the same ticket ( same route/times/dates/cost/airline ). Cost had been a factor for this trip - wanting the flight to be entirely covered by points. Given, I checked in with this kind rep, letting her know what occured the day pror with the attitude and difficulty getting clear information and asked if she was able to provide specifics for what baggage is allowed. She noted, after researching for 5 minutes or so, that the ticket themselves indicate that " First checked bag free not over XXXX and second checked bag free, up to XXXX lbs '' I had typed exactly what she noted when speaking of the allowability. 3 days ago, on XX/XX/XXXX, after phoning XXXX the day prior to figure out ideal amount of time to experience their county in an area not considered when purchasing the air ticket, I phoned AMX Travel center back to learn if our ticket was transferable - asking if we were able to change the date of travel. The answer was yes, but since the price/miles to use was higher I held off. Since I didn't want any suprises and I had been told two very different things regarding baggage and I wanted to plan accordingly ( as for example I could rent a sleeping bag there or bring my own and with what I learned on the XXXX I'd bring my own but I feared getting to the airport and THEN being charged - so I just wanted to eliminate any costly suprises by getting ahead of any potential issues. So I asked, on the call on the XXXX about the baggage allowabiliy. At first the rep said - you'd have to contact either XXXX XXXX or XXXX XXXX - " I'm not sure which '' when I outlined that this wasn't an acceptable answer and wanted to have this information be confirmed. She then researched and replied " you can bring only one item for under the seat - that's all ''.

I explained that I held and ultimately purchased this ticket based on what I was told on the XXXX - adding " this decision had everything to do with total cost ''. I explained that this incorrect information ( three reps providing three different answers ) should not be let with myself holding the weight/expense for lack of good information. Too, I needed to qualify what the correct information was ... and I made it clear that I expect AMX to cover the luggage cost as this was the information given by their rep and this infomation had informed the decision to make this purchase! She put me on hold for 20 minutes and no supervisor was available. She noted a call would be made to me by a supervisor with in 24-48 hours. After 48 hours I phoned to indicate the lack of call received - she put me on hold for 25 min and said " no supervisor is available '' and I was so fed up that I don't recall what was agreed to next. I t hink this is when I thought " I won't do this any longer ''. These big companies have no respect or value for a consumer 's time and it is very frustrating. And what is worse - the company gives wrong information but doesn't hold itself accountable for it! The tapes of these conversations should be listened to - especially with the rude rep on the XXXX and the luggage statement of 2 checked bags which was made on the XXXX. And I should learn back that - if there is a cost for luggage that AMX is going to credit my card after the purchase is made. They should also do the other item that was promised by the rep on the XXXX which is to set my seat assignments for me. They promissed to call back the next day knowing my son wanted a window and I wanted to be next to him. The rep stated " I will come in tomorrow and set the seat assignments up for you ''! This didn't take place when phoning back on the XXXX. The other thing was when calling in to make the ticket change ( cancel and reissue ) on the XXXX the call/waiting/completion took 3 total hours.

Company response to consumer: Closed with explanation