Consumer complaint received 2022-10-05
Company: AMERICAN EXPRESS COMPANY
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
1. Agent misspoke when booking the initial flight to XXXX ( XXXX $ ) stating that the airline can accommodate my XXXX to lay flat as needed for long travel as not doing so leads to an active flare-up of said XXXX. The airline could also not accommodate me in choosing my own seat per the airline. 
2. Agent then could not get in contact with the airline to confirm thus turning contacting the airline into a multiple-day crusade lasting 9.5 hours 3. Once we were finally able to get in contact with the airline, it had passed the 24 hours cancellation policy thus I could not be refunded due to the agents misinformation. Additionally, I was not offered travel insurance on the initial booking in case reaching to airline took a while 4. THEN, I decided to choose another airline that would have the ability to be more accommodating after getting in touch with the airline with one of your agents.

5. So I rebooked the flight on the new airline which was {$2700.00} and hoped that the issues would be resolved 6. HOWEVER, it was not explained to me that my flight was a coshare flight ( Thus it was actually the initial airline I did not want to book with ) meaning that I had to check in with the operating airline as opposed to the airline I purchased the ticket with. 
7. This caused a lot of confusion as I was not on the manifest once arriving to the airport which caused me to miss my connection flight when I got to the airport and that caused a lot of mental stress. Because I missed my connection flight, I had to stay in XXXX overnight and pay for those accommodations ( XXXX ) 8. Again, when I went to the airport the next morning to check in, the airlines ( both XXXX and XXXX XXXX ) stated I did not have a ticket with them. They told me that the flight was cancelled Although, I had confirmation of the change in itinerary In my email AND had the physical ticket in hand. They stated that it couldnt be modified due to the fact that I booked with the American Express travel agent. At this point, there were no more nonstop flights available to my destination thus I had to take TWO more connecting flights. This added upwards of 6 hours to my initial journey.

9. In the midst of all of this, my luggage was then lost due to the miscommunication of my airline tickets.

10. On the way backI was having the same issue of not being able to check online in as the airline could not find my ticket. Once speaking with the American Express agent, I was told that the flight was cancelled and that there were no more flights available for that day. This completely contradicted what the airline told me however since booking with Amex, I could not modify my itinerary without extra cost. This led to me having to stay on the phone for 5.5 hours just to rectify this flight. I had to also purchase another connection flight which was XXXX $ and I was not able to get my refund back from my initial connection flight which was only changed because you all told me there were no other flights available. 
11. In conclusion, I received terrible service that caused me to become financially and mentally burdened with trying to fix all of the problems your agents caused. Upon looking at the flight information again, it looks like you all booked two passengers on the flight one with my name and the other with my middle name first which is a sure fire way to cause issues when travelling internationally. I have attached a word document with more information as well as pictures.

Company response to consumer: Closed with monetary relief