Consumer complaint received 2026-01-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: AMERICAN EXPRESS COMPANY
State: HI

Complaint narrative:
On XX/XX/year> around noon ( Hawaii XXXX XXXX ), I contacted customer support with American Express Travel to change my departure flight for an upcoming trip. I requested an earlier flight that I had seen on their website, which was relatively inexpensive, about a XXXX XXXX. The representative assured me he could make the change. He explained that the difference in fare would be only about XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX change fee. I confirmed this multiple times with him. I had mentioned that I had originally booked with points, and I was told he would issue a statement credit for the original flight rather than returning the points. We then came to an understanding that whatever points I currently have on my account would go towards paying the flight change fee and any additional fees. 

Later in the day, I noticed a charge on my statement of about XXXX XXXX XXXX. I then called customer service again on XX/XX/year> around midnight to clarify the charge. At this point, my understanding was that the difference I would pay was around XXXX XXXX  plus the XXXX XXXX XXXX  flight change fee. However, this customer service representative informed me that the fare difference was not XXXX XXXX  as I was originally told, but over XXXX XXXX XXXX, plus the XXXX XXXX XXXX XXXXee. This would mean that the price of the flight I changed to was substantially higher than what I saw through their travel portal. I would not have changed my flight earlier in the day had I known the price difference was this much more. I asked the representative if I could revert my flight change, however she said there was nothing I could do. This was a shock to me, and while I was trying to process that I now have to pay an extra XXXX XXXX XXXX  for a flight that I absolutely did not need to change in the first place, the representative was dismissive by asking me " if I was done ''. 

Overall, I was initially misinformed about the cost difference, and I ended up being charged significantly more than expected. The lack of clear communication with the XXXX customer service representative left me very disappointed. I asked multiple times about the difference I would be paying and that I was confused on what he was saying, to which he kept repeating what he said previously. The dismissive attitude of the second customer service representative was the nail in the coffin. Overall I am very disappointed in the customer service I received with American Express, and even more disappointed that I have to pay an extra XXXX XXXX XXXX where if the communication was clear in the first place, I would not have changed my flight at all. Not being able to revert back to my original flight was also very disappointing. After hearing about similar dissatisfactions with American Express Travel 's customer service, I will now be avoiding their services in case something like this comes up agian.

I appreciate your attention to this matter. Thank you for your help in resolving this issue.

Company response to consumer: Closed with monetary relief