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Old Jan 4, 17, 1:53 pm   -   Wikipost
FlyerTalk Forums Thread Wiki: Airline fee $200/$100 reimbursement reports: WN/FL (Southwest) only
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Reminder: you must enroll and select WN (Southwest) as your airline BEFORE making a reimbursable purchase. Click HERE to enroll.

(WN is the IATA code for Southwest Airlines. FL was the IATA code for AirTran Airways.)

To purchase click here: https://www.southwest.com/gift-card/create-card.html
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Old Feb 4, 16, 1:46 pm   #631
  
Join Date: Nov 2010
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I will expand more on this later, but wanted to quickly post this follow-up to my post (#625 above).

Knowing my bill was cycling soon, I decided to check my account this morning and make payment for the $200 in WN gift cards that were as-yet not reimbursed. Of course, when I logged into my account, still no credits for the cards. So I went ahead and made payment.

A couple of hours later, I received a very cryptic email from "American Express Executive Member Relations". The email basically said someone from AmEx has been monitoring this thread and noticed that my 'airline fees' hadn't been reimbursed yet. She 'ensured' that the fees would be reimbursed immediately and that my payment would be cancelled. Sure enough, when I logged back into my account online, the two $100 credits were there and my online payment had been cancelled.

This leaves a lot of questions in my mind. Very strange experience!

**To be clear - I NEVER contacted American Express about this and was fully prepared to pay the $200 out of pocket. I didn't even know they had an 'Executive Member Relations' department.**
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Old Feb 4, 16, 2:09 pm   #632
mia
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Quote:
Originally Posted by HockeyCoachBen View Post
This leaves a lot of questions in my mind. Very strange experience!
Indeed. If you use HockeyCoachBen as your handle on social media (e.g. Facebook, Twitter, Instagram, etc) it may be straightforward for anyone to figure out your probable identity. However, using that information to contact a cardholder through another channel or tamper with an account transaction would seem to be very poor practice. In this example you may not care that someone cancelled a payment, but I think you can see the potential for abuse.
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Old Feb 4, 16, 4:34 pm   #633
  
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Do your GC entries on Amex have ticket numbers?
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Old Feb 4, 16, 10:08 pm   #634
  
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Originally Posted by mia View Post
Indeed. If you use HockeyCoachBen as your handle on social media (e.g. Facebook, Twitter, Instagram, etc) it may be straightforward for anyone to figure out your probable identity. However, using that information to contact a cardholder through another channel or tamper with an account transaction would seem to be very poor practice. In this example you may not care that someone cancelled a payment, but I think you can see the potential for abuse.
Wow! Good point. That never even crossed my mind. I was able to call the number on the back of my card later in the day and verify the email and person who sent the email were legitimate.

The agent who I spoke to was able to find the person who sent the email in his company directory, find her extension number and offered to transfer me to her. He did also verify there is a "lesser known" 'Executive Member Relations' department but they mostly deal with "high profile and celebrity clients who have issues with their accounts" (his words). I can assure you, I am neither (high profile nor celebrity).

As for the payment being cancelled, I would assume it was an automatic thing? Since the $200 for the gift cards was the only outstanding balance on my account, the payment would leave me with a credit balance. Maybe? I'm not sure. Neither was the rep who spoke with.

The thing that struck me as the strangest part of this whole email was how tongue-in-cheek the references to my "excessive extra airline fees" were. It was almost like there was some joke I wasn't in on. It seemed pretty clear that she knew I didn't spend the $200 on fees and didn't care? Obviously, since she references someone monitoring this thread, there must be some level of knowledge of what the purchases actually were for. And knowing full well that was in violation of the reimbursement terms.

Quote:
Originally Posted by Stgermainparis View Post
Do your GC entries on Amex have ticket numbers?
This is what shows up on each of the transactions on my account...
Category: Travel - Airline
Document Type: SPD/Air Freight/Cargo
Ticket Number: xXxXxXxXxXxXx (13-digit number on both transactions)
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Old Feb 5, 16, 6:34 am   #635
  
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Quote:
Originally Posted by HockeyCoachBen View Post
I will expand more on this later, but wanted to quickly post this follow-up to my post (#625 above).

Knowing my bill was cycling soon, I decided to check my account this morning and make payment for the $200 in WN gift cards that were as-yet not reimbursed. Of course, when I logged into my account, still no credits for the cards. So I went ahead and made payment.

A couple of hours later, I received a very cryptic email from "American Express Executive Member Relations". The email basically said someone from AmEx has been monitoring this thread and noticed that my 'airline fees' hadn't been reimbursed yet. She 'ensured' that the fees would be reimbursed immediately and that my payment would be cancelled. Sure enough, when I logged back into my account online, the two $100 credits were there and my online payment had been cancelled.

This leaves a lot of questions in my mind. Very strange experience!

**To be clear - I NEVER contacted American Express about this and was fully prepared to pay the $200 out of pocket. I didn't even know they had an 'Executive Member Relations' department.**
Personally, I'd call AMEX and complain about this relations specialist who cancelled your payment. There's no reason for AMEX to cancel a payment unless you ask them to do so. This person interfered with your financial transaction without your authority. I'd assume you were making a payment as planned and this specialist was perhaps "feeling out" how much you monitored your account. If you didn't monitor it, perhaps your account # was a good one to sell to the dark web, setting you up for identity theft. This smells all the way around.
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Old Feb 7, 16, 3:27 pm   #636
  
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$100 GC bought on 1/28 reimbursed 2/4. AF posted on the PRG 2/5. Cancelled card.
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Old Feb 9, 16, 10:22 am   #637
  
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Originally Posted by ZzzzX View Post
Personally, I'd call AMEX and complain about this relations specialist who cancelled your payment. There's no reason for AMEX to cancel a payment unless you ask them to do so. This person interfered with your financial transaction without your authority. I'd assume you were making a payment as planned and this specialist was perhaps "feeling out" how much you monitored your account. If you didn't monitor it, perhaps your account # was a good one to sell to the dark web, setting you up for identity theft. This smells all the way around.
I smell BS in these posts. A payment can not be cancelled under Fed Reg Z. There is no executive member relations dept, there is an Executive Consumer Relations area that ONLY handles issues that were addressed to senior management. Lastly, there are fraud monitors on all accounts that look for strange activity, in these cases A/L fees without corresponding tickets are probably hitting a scanner, and eventually the leak will be plugged.
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Old Feb 9, 16, 10:28 am   #638
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Originally Posted by lew28 View Post
... A/L fees without corresponding tickets are probably hitting a scanner, and eventually the leak will be plugged.
There is no requirement that the American Express card be used to purchase the ticket, only the reimbursable fees.
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Old Feb 10, 16, 6:49 am   #639
  
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Originally Posted by lew28 View Post
If you have to be "concerned", or feel the need to call, you shouldn't be doing it. The T&C specifically exclude gift card purchases. But due to a quirk in some system, some are getting through. If you call, eventually none will get through. If you can't afford the "loss", which there is none, since you get the gift card you paid form don't do it. Your not out any money.
Nah....if I didn't receive a credit, I'd chat in and ask for it to be adjusted manually.
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Old Feb 10, 16, 8:02 am   #640
  
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FYI. My credit took 9 days. Don't panic if it's taking a bit longer.
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Old Feb 10, 16, 11:33 am   #641
  
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Bought 2 $100 GCs in separate transactions on 2/2/16, was reimbursed on 2/9/16.
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Old Feb 12, 16, 10:16 am   #642
  
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Quote:
Originally Posted by Stgermainparis View Post
FYI. My credit took 9 days. Don't panic if it's taking a bit longer.
Mine as well. Bought a $50 gc on 2/3. Just saw that credit posted (2/12) Going to do another one now...
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Old Feb 12, 16, 8:38 pm   #643
  
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Purchased one $100 Southwest GC on 1/28/16. It was reimbursed on 2/4/16.
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Old Feb 12, 16, 8:48 pm   #644
  
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Data points: I purchased a $100 Southwest e-gift certificate on 1/26; it was reimbursed on 2/2. I then purchased another on 2/3; it was reimbursed 2/11.
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Old Feb 13, 16, 5:10 pm   #645
  
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Purchased 2x $50 Southwest gift cards on 2/1, got reimbursed 2/9.
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