Consumer complaint received 2025-01-31 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: AMERICAN EXPRESS COMPANY
State: ID

Complaint narrative:
XXXX XX/XX/XXXX - XXXX XXXX XXXX were purchased through XXXX.XXXX  for {$2400.00} and I provided all passport information before purchase to include number and expiration for each traveller. 
Between these XXXX dates, there were no alerts about checking advanced expiration dates of up to XXXX  months. 

XX/XX/XXXX - XXXX XXXX checkin email notification once in the process recommended to " see front desk for boarding pass ''. No alert that there could be a major issue blocking travel and to act now in the XXXX hour window. 

XX/XX/XXXX - front desk informed us that my husband 's passport ( information provided on XX/XX/XXXX ) was going to expire in XXXX  months and XXXX  days and the destination requires a XXXX  month lead to expiration. Again, no clearly displayed or explained notice until too late. Fine print buried on page XXXX in a separate link does not pass consumer law regulations. 

XX/XX/XXXX - Talked to XXXX XXXX Customer Service at the airport, they referred us to a call center number with no resultion. 

Called the XXXX XXXX XXXX XXXX, they said we passed the XXXX hour in advance window to make any changes when they had our information to inform us as of XX/XX/XXXX. They said call the partner booking agency kiwi.com XX/XX/XXXX - Called Kiwi.com and they said call XXXX XXXX and that they only sold the itinerary not the services. Chatted with kiwi.com and they admittedly said in writing attached to this case, passport requirements are no where listed before confirming purchase. There is a section in fine print on page XXXX of a link you must navigate to in order to see visa requirements, but not passport. 

XX/XX/XXXX - XXXX dispute opened XXXX Amex first time - closed shortly after without sharing a link to upload documents when asked. 

XX/XX/XXXX - XXXX dispute opened again XXXX Amex second time - closed shortly after without sharing a link to upload documents again. 

XX/XX/XXXX - After speaking with XXXX representatives on this XXXX  call, XXXX dispute opened a third time XXXX Amex- link finally shared in email after. 

XX/XX/XXXX - Sharing documentation of timeline and industry standards for final confirmation of charge back. Amex has the ability to do this and stand by me as a card memeber. 

XX/XX/XXXX - Amex Dispute closed without review of documents or response to details of the timeline provided. 

XX/XX/XXXX Opening complaint with CPFB -- -- XXXX received payment without delivering the services we paid in full. I have called and chated and called XXXX and XXXX XXXX support XXXX  times with no resolution or accountability for the undelivered services due to their fault in neglecting to clearly display basic flight requirement information between both companies. 

Both XXXX and XXXX did not provide the services purchased and neglected to ethically inform us of travel restriction. The restriction they do have is in tiny fine print on the XXXX page of the terms and conditions that you have to access by navigating away from the site to a different link address. 

From XXXX XXXX, we received our check-in alert at XXXX hrs before the flight which just said to see the front desk at checkin for a boarding pass. Nothing notified us that we wouldnt be able to fly to our destination they also knew at the time of purchase. We entered our passport information at the time of booking weeks in advance with no notification or ability to clearly see that some flights require a certain period of time before passport expiration. Even on page XXXX, it speaks to visas but not passports outright in the section title. Because the passport information is provided, kiwi.com should not be able to process payment when they can see the data will not pass. This is criminal as many people need to become aware of these regulations for the first time and with changing country requirements ongoing. As it stands the business practice is unfair and deceptive between kiwi.com and XXXX XXXX. XXXX consumer law requires businesses to display clearly and in advance details around the purchase of services especially with airline travel. 

At XXXX hours before the flight, no changes are able to be made so we were left unable to advocate for ourselves, it was too late to reschedule our flights. Other companies such as XXXX ensure at the time of purchase that the purchaser understands any possible restrictions when booking through them directly or through any agency. 

I ask American Express to stand by me as a long-term cardholder and unfairly charged consumer for this poor business practice and operational area of improvement for XXXX and XXXX XXXX XXXX 

None of these XXXX companies are standing accountable and I as the consumer am paying for unethical business practice hidden between partnerships. I am exhausted and willing to make credit affiliation changes based on this outcome.

Company response to consumer: Closed with explanation