I need some advice and suggestions. I am an AMEX Prem Rwrds member since 2004. I have booked several flights using AMEX Travel but this has never happened before. Not to say, it was a horrible experience.

Amex travel does not allow infant booking on international flights as there is a small fair, 10% of adult fair plus taxes. The AMEX travel site recommends to call AMEX travel cust care or the airline to do so. I was tryingt o be pro-active so I called AMEX travel before I made the reservation to see if they can add an infant later on and the agent gave me a great explanation and the bottom line was YES, either thru them or the airline.

So I make the reservation, call AMEX travel back and guess what, they cannot do it. I had to call the airline which ended up charging me a $102 surcharge as I was making a change to an existing booking plus the itinerary wasn't directly through them.

I called AMEX travel back to speak to a supervisor who read out the whole script of the benefits to book with AMEX travel and completely off subject was unable to help and didn't even come back on line and cold transferred me back to the agent to tell me to contact customer relations at [email protected]. I didn't think it would work, but it did. I received a reply back this morning and they have opened a file with this case and will try to come to some sort of resolution within 11 business days.

My concern is, am I just beating a dead horse or is there a chance AMEX will step up to fix their mistake?

Sorry for the long tale, but any input would be awesome. Thanks