My complaint:
I purchased two flight tickets on American Express Travel on SwissAir. 2 months later my plans changed, I went on the website and it said the tickets are returnable for a full credit with Swiss air. I returned the ticket but then couldn’t buy a new ones unless I called American Express customer service. Upon speaking with them, they kept referencing my ticket policy which I was not aware of nor was I provided with at any time. I couldn’t use my credit to buy tickets from SwissAir as they insisted it’s American Express who holds my credit. American Express Travel wouldn’t let me buy tickets from SwissAir because the flights I chose were operated by other carriers yet they were listed on SwissAir.com as flights with the company by swissair! After 5 hours on the phone I was informed that if I don’t redeem my credit by midnight I would lose it!!! That was also told to me by coincidence as the customer service agent was referencing the policies which I was not provided at any time when I purchased the tickets nor when I returned them through the website nor ever. Also the alternative tickets showed online for a price but I had to buy them through Amex at an even higher rate because they’d do a buy up. When I asked what that meant I wasn’t given information. I was forced to pay an excessive amount so as to not lose my credit and they ruined my travel plans with their opaque malicious undisclosed policies! nowhere on my itinerary nor when I cancelled did it say I have to pay a buy up fee, or that the refund credit would only be available on select flights. it simply said this ticket is returnable for a FULL CREDIT WITH SWISSAIR! This was not the case. I demand a refund of my points stolen from me by American Express through a malicious treatment consisting of lack of disclosure of policies. Even when I requested to be provided with the policies referenced, it was denied. This complaint was filed with BBB, NJ attorney general, Pissed Consumer.com, Fairshake, https://secure.dot.gov/air-travel-complaint and will be filed on any other website I could think of.
SHAME on AmexTravel with their intentional predatory practices of withholding information and stealing over 100,000 points in this transaction! Also for eating up 6 hours of my Saturday!!!!!!!!!! 6 hours on the phone! Despicable
Suggested solution:
Refund 100,000 points!
