American Express Complaint

American Express Complaint

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Incredible incompetence - American Express Travel


Since AMEX is used by the European Commission for travel arrangements (nobody is happy about it, they are renowned for their incompetence) one just investigates flights and hotels oneself and tells them what to do), my Vienna-Hamburg return flight was managed by Amex.

But I decided to change the return flight on my flexible (i.e. far more expensive) ticket. Called the carrier, Airberlin on May 31, their not too competent staff told me that Amex, being the travel agency, had the first call on changes. But genereally, there would be no problem changing my flight and no charges.But contact Amex and let them do it, they said.

Called Amex on May 31. Got a guy who told me that a change of flight would automatically entail an upgrade, so he could only do it for nearly 300%u20AC extra. I pointed out that this couldn't be true, considering my fare, and that I was an experienced traveler. The guy got impertinent, ending with "if you're that experienced, call your local agent" and such.

The EU Commission Brussels Amex outfit had major trouble changing my ticket. It took them 3 days to even get near what I wanted. And sending it to me. Although our exchanges were conducted via my new e-mail address, they kept sending my e-ticket to my no longer active old address, i.e. I never got it. "We don't coordinate that."

They did NOT book me on the flight I wanted but on a later one. 5 minutes at Airberlin's desk at Hamburg airport took care of that.

Conclusion: Whoever works for Amex travel I have dealt with so far is profoundly incompetent. Pay more, get better people. What I experienced was an outrage. The EU Commission should get rid of Amex as designated travel agent ASAP.


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