Consumer complaint received 2026-05-28 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: IN

Complaint narrative:
On XX/XX/XXXX, I purchased two roundtrip Premium Economy airline tickets through American Express XXXX for travel from XXXX, Oregon to XXXX, XXXX, via XXXX, totaling {$4000.00} ( two transactions of {$2000.00} each ) charged to my American Express credit card by XXXX XXXX XXXX. Both flights were subsequently cancelled by XXXX due to a pilot and crew strike. Upon learning of the outbound cancellation, I contacted American Express XXXX to request a refund or alternatives. American Express XXXX directed me to contact XXXX directly. XXXX directed me back to American Express XXXX. While I was being redirected between both parties, XXXX unilaterally rebooked me onto XXXX XXXX flights without my consent and without offering me any alternatives, including my legal right to choose a refund. I was given no opportunity to refuse the rebooking. I arrived at my destination 5 hours later than originally scheduled. While at my destination, I received a text message from XXXX notifying me that my return flight had also been cancelled. I contacted American Express XXXX, who stated the cancellation was not reflected in their system and directed me back to the airline. After waiting 3 hours and 45 minutes in a customer service chat queue, XXXX directed me back to American Express XXXX. With no assistance from either party, I was forced to purchase replacement return tickets out of pocket at additional cost using cash and airline award miles. I submitted a formal written demand letter with 13 supporting documents on XX/XX/XXXX, to American Express XXXX, XXXX XXXX XXXX, and American Express Executive Customer Relations, citing the DOT XXXX Automatic Refund Rule ( 14 CFR Parts 259, 260, and 399 ) and EU Regulation XXXX. American Express XXXX has since responded as follows : they have requested the same supporting documentation multiple times despite having received it in full on several occasions ; they have stated that because XXXX is the merchant of record, it is XXXX 's responsibility to issue the refund and that American Express XXXX can only facilitate the request ; and they have provided no firm commitment or timeline for resolution after more than one month. The DOT XXXX Automatic Refund Rule explicitly places the refund obligation on ticket agents for tickets purchased through them, regardless of internal merchant of record arrangements between the agent and the airline. American Express XXXX collected my payment, issued my booking confirmation, and sent me cancellation notifications in their own name. They are the ticket agent under the DOT rule and are legally required to process my refund. As of the date of this complaint, no refund has been issued despite more than one month of follow-up, multiple documentation submissions, and a formal written demand letter. I am formally seeking a full refund of {$4000.00} comprising two transactions of {$2000.00} each charged by XXXX XXXX XXXX on XX/XX/XXXX for airline tickets purchased through American Express XXXX for flights that were cancelled by XXXX. American Express XXXX, as the ticket agent under the DOT 2024 Automatic Refund Rule, is legally required to process this refund and has failed to do so.

Company response to consumer: Closed with explanation