Consumer complaint received 2022-09-05
Company: AMERICAN EXPRESS COMPANY
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
We have a XXXX XXXX XXXX XXXX issued by American Express, which has an annual fee of {$550.00} plus {$200.00} for my wife 's card. One of the purported benefits for the card is a XXXX XXXX XXXX XXXX, which claims to be " valid for one round-trip First Class, XXXX XXXX XXXX XXXX XXXX Select or Main Cabin Companion ticket with the payment of applicable taxes and fees detailed below and the purchase of certain adult round-trip fares on published routings within the 48 contiguous United States. '' This certificate offer is fraudulent.

The complete terms and conditions of the certificate are below. The certificate terms and conditions state that tickets are available in I and Z classes of service for First Class travel, only available in P, A an G classes of service for Premium Select, only available in W, S class for XXXX XXXX XXXX, and only available in L, U, T, X, V classes of service for Main Cabin travel. We tried to book flights on every day of a month that showed available seats in these classes of service but were told by XXXX that they were sold out, even though XXXX 's website specifically shows that seats were available in the listed classes of service. In fact, the flights we were looking to book are essentially empty. 

We called XXXX and American Express and told them we were not being allowed to redeem our certificate in accordance with the terms and conditions. Neither XXXX nor American Express resolved the issue. These certificates essentially are worthless and their promotion in connection with the XXXX XXXX XXXX XXXX is fraudulent. It appears that there have been dozens of consumer complaints about the fraudulent promotion associated with these certificates. 

The complete terms and conditions of the card are : Eligibility : Eligible on XXXX, XXXX XXXX carrier and XXXX XXXX flights only ( excludes all other XXXX codeshare flights ). Companion certificate is valid for one round-trip First-Class, Delta Comfort+ or Main Cabin companion ticket with the purchase of certain adult round-trip fares on published routings within the 48 contiguous United States. Residents of Hawaii, Alaska, XXXX XXXX or the United States XXXX XXXX ( XXXX ) must originate from there to the 48 contiguous United States and have an address on their XXXX  account in Hawaii, Alaska, XXXX XXXX or the XXXX. Each year, the XXXX XXXX will be made available for redemption on XXXX in your renewal month. Companion ticket requires payment of applicable government imposed taxes and fees which vary and depend upon the number of flight segments included in the itinerary and are no more than {$75.00} for roundtrip domestic flights ( for itineraries with up to four flight segments ). Reservations are only available at XXXX. Companion certificate terms and conditions may vary each year of Card Membership. Additional restrictions apply. 
Restrictions : Redemption is available only on XXXX. The certificate can not be combined with another offer or discount including, but not limited to, web fares, sale fares and eCoupons. Both passengers must be booked at the same time, in the same class of service and in the same record. Tickets are only available in I and Z classes of service for First Class travel, only available in P, A an G classes of service for Premium Select, only available in W, S class for XXXX XXXX XXXX, and only available in L, U, T, X, V classes of service for Main Cabin travel and may not be available on all flights or markets. Companion Certificates are eligible for XXXX Complimentary Upgrades which are subject to availability and may not be eligible on all flights. Medallion Members traveling with one companion will be eligible for Complimentary Upgrades to both First Class and XXXX XXXX based on the status of the higher-tiered Member, as long as the companion is a XXXX  Member, XXXX  Member or partner airline elite member, traveling in the same reservation. Most fares require an advance purchase of up to 14 days, a XXXX night minimum stay and a XXXX maximum stay. All fare rules, restrictions, advance purchase requirements, and availability are per rule of Primary Ticket fare purchased. Companion tickets are not transferable. Primary Ticket and Companion ticket must be purchased with your XXXX XXXX XXXX XXXX. Both passengers must be booked on the same flights and dates, at the same time. Travel for Companion certificate must be booked and completed by the date on the front of certificate. Validity is not based on calendar year. Primary ticket will accrue miles. Companion ticket will not accrue miles. Tickets are eligible for XXXX or XXXX XXXX Certificates but not eligible for mileage upgrades. XXXX XXXX is void if reproduced, altered, counterfeited, obtained or used improperly, or where prohibited by law. XXXX XXXX has no value except when redeemed in accordance with all terms and conditions of this offer. XXXX XXXX is for new purchases only and can not be applied to the cost of miscellaneous charge orders or previously issued tickets. XXXX XXXX will be deemed fully used once tickets have been issued and will not be returned or replaced. XXXX XXXX is the property of XXXX XXXX XXXX and must be surrendered or returned upon request. Fares, fees, schedules, offers and rules are subject to change without notice. Terms and conditions of this offer are as written and can not be altered, modified or waived unless authorized by a corporate officer of XXXX XXXX XXXX XXXX XXXX All Delta XXXX program rules apply. To review the rules, please visit delta.com/memberguide, opens in new tab. 
Routing/Blackout Dates : Stopovers, open jaws, and circle trips are not permitted. Blackout dates subject to the rules of the primary ticket fare purchased. 
Taxes/Fees : The fare for Companion tickets includes government imposed taxes and fees of no more than {$75.00} for roundtrip domestic flights ( for itineraries with up to XXXX flight segments ). Taxes and fees depend on the itinerary. Basic Card Members ( not Additional Card Members ) with the XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, and XXXX XXXX XXXX XXXX XXXX are eligible to receive the first checked bag fee waiver on XXXX and XXXX XXXX XXXX flights. {$40.00} fee for second checked bag. These allowances are subject to size/weight limits. Contact a XXXX agent or visit delta.com for details. Taxes and fees are subject to change, are the responsibility of the passenger and must be paid at the time the primary ticket is purchased and the companion ticket is issued. 
Cancellations/Ticket Changes/Reissuance : If the primary ticket or the Companion ticket is cancelled, both tickets will be cancelled and the Companion ticket will not be reissued. Subject to the fare rules of the primary ticket, the value of the primary ticket and any fare difference, may be applied to future travel. Cancellations are subject to the rules of the fare purchased. Neither a new Companion Certificate nor Companion ticket will be issued upon a cancellation.

Changes are subject to the rules of the fare purchased and are subject to seat availability. After travel has commenced, rerouting is not permitted.

Transferability : The Companion Certificate is transferable, Primary ticket and Companion ticket are not transferable once issued. Companion Certificate may not be bartered or sold. Companion Certificates or Companion tickets acquired through prohibited sale/barter transactions are void and will not be honored for travel. In the event of flight irregularities and/or cancellations, alternative flights will be on XXXX only

Company response to consumer: Closed with explanation