American Express Travel

In essence, their ticketing team screwed up and left us stranded in France. Resolving the problem that should have taken minutes took 6 hours.

We have been American Express Platinum card members for over 7 years.

I am a retired travel agent accustomed to doing my own arrangements but for the first time, we decided to use American Express Travel and it will be the last.

We booked a round trip business class flight for my husband, Patrick Stansfield, from Boston to Paris on March 20, 2024 on Air France. Attached is a copy of the confirmation email that we received from you.

We received two record locators for this round trip GG2RW2 for the outbound flight on June 26, 2024 and 3VO24N for the return flight on July 8, 2024.

On July 7 as we prepared for the return trip home, Mr. Stansfield tried to check in for his flight using the appropriate record locator, **** and was unable to do so. Air France told us that both record locators that we provided were not for the round trip flight we were confirmed for but rather, ticketed for the same one way flights from Boston to Paris.

In other words, your ticketing team made a mistake in issuing these tickets. Had the airline simply cancelled the flight, they would have contacted us directly. They had not.

When I contacted American Express Travel to figure out what was going on and because he was now essentially stranded in Paris - I was told by one of your agents that Air France had cancelled our return flight. That was not true.

In fact, at that moment, I could have booked myself a seat on that very same flight. Attached please find the Flight Aware record showing that the flight did in fact take off on time.

So at 7:29 pm Paris time, your team member told us that he had rescheduled Mr. Stansfield on a Delta flight instead, business class, for the same date and gave us Delta record locator *****. And, lucky us, it would not cost us a cent more.

For your mistake? We were told to watch for an email from American Express Travel confirming that it had been ticketed, expected within the hour.

By 9 p.m., no confirmation email was received and we were getting nervous. We were due to leave for the airport in 11 hours and Delta had nothing to check us in with because there was no ticket as far as they were concerned and the record locator we were given was therefore invalid. We tried calling American Express Travel again - we were told by a recording that the hold time was 6 minutes.

We remained on hold for over an hour before we finally called American Express Card Services to see if they couldnt find a back channel to get us through.. See photo of my phone showing the time of the call and the length of time of the call at the moment we gave up.

The Card Services rep reached an agent by the name of Chantelle in your Las Vegas office. By now, Chantelle had given us a different explanation as to what had happened and told us on a recorded line that Air France had not ticketed our flight properly. That wasnt true either since it is American Express Travel who does the actual ticketing.

Indeed, the reason we were on the phone with Chantelle at all was because we were waiting on your ticketing team to ticket the new flight you booked my husband on.

Chantelle checked on the situation and told us that she verified that the new Delta ticket was being issued by your ticketing team as we had been told earlier in the evening, assured us that the confirmation email would be forthcoming, and could we wait another hour? Attached is the itinerary she sent us. This was at 10:54 pm. Paris time.

We had essentially now spent our last night in Paris trying to straighten out this mess rather than enjoying the last evening we had left. Chantelle assured us that she would watch it and contact us again in an hour to confirm that everything was fine. She never did. It was left to us to watch and wait.

Needless to say, by 12:30 p.m., 11 hours before flight time, there was no ticket, no message from Chantelle, nothing.

We were still unable to use the record locator we had been provided to check in with Delta. We had not only spent our last night in Paris dealing with this situation but, it was apparent that we were not going to get any sleep either. I was finally able to check in for this flight at 1 a.m, nearly 6 hours after we discovered we had a problem.

This clearly should never have happened. This is why consumers have travel agents, right?

I certainly never treated a client this way, especially if I knew they were stranded in a foreign country, in no small measure because of something I or my company messed up. In this case, there was no accountability - just a bunch of kids really, thinking they were talking to

We will never, ever, recommend American Express Travel to anyone and will certainly never use it again.

I have had an American Express card since 1996 and was generally happy with them until now. But then things went south with both accounts.

For what transpired with the Hilton Honors credit card, please see a separate review I have published.

This review is about the Delta-AmEx credit card, which I obtained less than a year ago. Everything was good until Oct 12 when I noticed multiple charges from Airalo Singapore for $20, $20, $4.90, and $9.90.

$4.90 was rejected by AmEx and $9.90 was never completed so it was dismissed as an abandoned transaction. All charges apparently originated from Singapore by manual entry - but their system never flagged them as requiring authorization the moment they originated (viz: $20 and $20 charges).

I disputed both $20 charges and in less than 24 hours, AmEx justified them as valid charges and reinstated them (no docs were ever provided based on which they made these determinations). After the Hilton Honors and this experience, this was the last stroke.

I have closed all my AmEx cards and would never use them again.

Adios American Express!

May you learn to understand how fraud is done, how to fight fraud, how not to penalize card holders for your failings, and how to retain customers. But perhaps I am hoping too much.

booked flight with Points 6 weeks ago. AmX travel sent an email that flight was to be modified and asked that I call customer service.

I called and relayed this message to them and during the call they sent me an email saying that I canceled the flight and they would give me an airline credit. I called back again and spoke to customer service and they said they don't know why it was canceled or who canceled it but I could talk to the airline directly about my flight to Zurich. I asked to talk to someone about the fact that the flight was not be canceled and needed to be rebooked, but I am now on hold for 1 hour 40 minutes on one line and then I called using my work phone and asked for a supervisor and was told none are available as they are in the US and AMX customer service is not US based so they don't talk to each other.

I have 6 additional calls and they keep putting on hold and hang up after 20-30. They are inept and have no customer service NEVER USE THEM AGAIN FOR TRAVEL and am cancelling my AMX card after 25 years..Don't use AMX

or their travel service

I misplaced my debit card I called and told them this but I don't want to cancel my card and order a new one until I got my direct deposit because if I did it was locked my account up and I couldn't access my money I got my deposit I got to transfer money and my accounts not let you transfer any money I can't access the website or the app for my phone I borrowed a friend's phone to access the website and was still not able to transfer my money by then did a bill pay to myself thinking I would get the money immediately it was 7 days out before I got the money so I immediately called customer service to cancel the payment they informed me that the payment had already been a process that I needed to file a dispute and that because of the reason cases of dispute I would have my money back within 24 hours I did that 24 hours later I call back because the money is on my account to be told that it will take another 24 hours I waited and still no money on my account I've been on the phone since 3 this afternoon trying to get some people to help me I constantly get put back on hold to be hung up on no one bothers to call me back and I have to sit an hour to two hours on the phone just to get someone to say hello and put me back on hold and hang up