Consumer complaint received 2015-10-16
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit card
Issue: Transaction issue

Complaint:
I purchased a round trip ( non-refundable ) ticket ( XXXX XXXX XXXX ) with XXXX ( XXXX XXXX ) using my AMEX card in XX/XX/XXXX. On my departure date, I arrived at the XXXX airport and the check-in process was routine. They asked me to provide bags that were being documented and was asked how many carry-ons I had and told them one ( which was a wireless blue tooth speaker ). They provided me my tickets and told me proceed to departure gate. I arrived at security ( XXXX equivalency ) and was told that my carry-on was NOT permitted. I asked what the reason was ( considering that the dimensions of my speaker were much smaller than the permitted size ) and they could n't provide me an answer. Security told me that it was an airline policy and referred me back to the ticket counter. Upon arriving at the ticket counter, XXXX ( airline ) told me that it was a security policy. I then headed back to security. Make a long story short, security nor airline could tell me why I was n't permitted to board with my carry-on and could n't accept responsibility. I asked the security person to accompany me to ticket counter and vice versa, but no one was willing to adhere or help. As a result, I missed my flight. I called AMEX to file a dispute XX/XX/XXXX, but was told to hold off on the dispute until I returned because there was concern that if I filed the dispute prior to my return that possibly my return flight would be cancelled by the airline. AMEX recommended I purchase another ticket ( which I did ) using my AMEX card under XXXX. I made the trip and upon my return home I filed the dispute ( Case # XXXX ). I provided AMEX all of the aforementioned facts and they submitted the dispute to the merchant ( XXXX ). Several weeks elapsed and received a response from AMEX stating that the merchant declined to credit on the premise that I used the flight. I then explained to AMEX that I only used the return flight with XXXX because XXXX and/or security did n't allow me to board and that I subsequently purchased the ticket with XXXX. AMEX proceeded to submit a second dispute and they asked me to provide the attached supporting documentation ( from XXXX ' website ) which stipulated that my carry-on was n't permitted. Needless to say, XXXX ' website did n't prohibit this carry-on based on the airline 's posted requirements, but nonetheless AMEX said the merchant ( XXXX ) did not want to budge. As a result AMEX sided with the merchant now under the premise that my ticket was non-refundable which in my opinion does n't factor in because this would have been avoided had they allowed me to board the flight. I asked AMEX and specifically XXXX ( AMEX XXXX XXXX Call Center Manager or Account Manager ) to either do the right thing and credit me the amount of the ticket to XXXX XXXX ( which I missed ) to retain my business or refuse to do so and lose my business. He opted for the latter and I 've asked him to close my account once the next billing cycle completes so that they can apply my remaining points. I am requesting your involvement for a reversal of the charge in the amount of {$210.00} on the premise that there was no wrong-doing on my part.

Company response to consumer: Closed with explanation