Consumer complaint received 2024-04-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: AMERICAN EXPRESS COMPANY
State: MA

Complaint narrative:
Hello, 1 ) On XX/XX/2024, I booked a car rental from XXXX  via American Express Travel, web platform. The booking was confirmed for {$340.00}. 

2 ) On XX/XX/2024, I arrived at XXXX at XXXX Airport and was told they would not honor the car rental, as it was booked showing " XXXX '' residency and I do not have XXXX residency- I am a US Resident with a US driver 's license 3 ) We did not make a reservation for a XXXX residency. In reviewing the current Amex Travel platform, the Website does not ask what your residency is. In reviewing the current Amex Travel platform, my profile shows that I am an American resident, with an American address and telephone number 4 ) Upon contacting American Express customer service, I was informed via a Chat that they could not remedy the issue. They informed me the Web Platform identified me as being in XXXX when I made the booking. They confirmed the standard process was to seek reimbursement after the fact. 

5 ) I reiterate that I was not in XXXX. I was at my home in XXXXXXXX Massachusetts. 

6 ) Upon Amex Travel confirming they could not remedy my situation, I cancelled the reservation and booked a new reservation at a cost of {$740.00}. This represents an increased cost of {$400.00}. 

7 ) In the afternoon of XX/XX/2024, I received a call from American Express Compliance. They repeatedly told me that I was not eligible for compensation and that I had agreed to " Terms and conditions ''. I politely asked them to explain which terms & conditions specifically prescribed that I was not entitled to compensation. I asked them to explain if I had made an error while booking or what error caused me to be at fault. 

8 ) After my third time asking for clarification, the representative concluded by saying " We have reviewed the case and you are not entitled to compensation. '' She then hung up on me. 

9 ) Me and my wife called Amex Customer Support, where they reiterated the same talking points. They were not able to explain if the error was because we did not remedy the issue via Amex Travel, or if the error was that we somehow missed something that said " XXXX '' when making the booking. This is despite the fact that an earlier customer service agent admitted fault on behalf of American Express. 

We do not view the response from Amex as acceptable. We are out of pocket {$400.00}. The delay was costly, as I was unable to attend a work meeting. Further, the company has not provided sufficient communication as to why we are in the wrong. 

It is worth noting, that on the Sunday prior to the trip I saw an email from XXXX that was in XXXX. 

I was confused, and called their support number at XXXX. The phone call began at XXXX EST and lasted 6 minutes. 

During the call, I confirmed that the email I received in XXXX would not negatively impact my ability to pick up my reserved car. 

Both companies have failed here and both should improve their controls & processes. 




Travel Confirmation # - XXXX

Company response to consumer: Closed with monetary relief