I have had the most horrible experience with Amex travel for completely messing up my booking, charging me for it and then not paying jetblue, who cancelled my flights without notice and on top, I was double charged for a hotel. I am an immigration attorney, and it was imperative that I make my flight as my client had an important hearing the next day. I have spent over 15 hrs with amex customer service to just speak to a supervisor, which only happened once. I have all the call logs.

I never complain, but this incident has really pissed me off. I will give basic details, please help and let me know how to proceed so that Amex, who I love, never puts another customer through this again.

7/30- I booked an online pkg with hotel and airfare from jfk- buf, flying 7/31 and returning 8/1, one night stay at the Curtiss Hotel, for $709.
The pkg had an 8am flight outbound which should had been for a 230pm flight. I called amex, the agent advised me to allow him to cancel my entire initial booking, as it was within the courtesy cancellation window, and rebook a whole new pkg, as I had just made the booking. he proceeded to cancel the pkg, said the hotel was contacted and that they would cancel the hotel portion of it on 7/31 in the morning when the manager was around, and for me to call the next day. I then booked the same exact pkg but with a 230pm flight for the same amount.

7/31- I called amex at 8am, was on the phone for about 45 mins, and I told them to call the Curtiss hotel to ensure that they cancelled the double booking. The front desk said the manager would cancel but was not around, and to call in about 2 hrs.

I call amex travel at 10:30 am, spend another hour on the phone with amex, the manager of the hotel was not in yet, and I was told not to worry, as the manager would cancel one of the bookings.

My flight was leaving in 4 hrs, and I attempted to "check-in" on my jetblue app and I was unable to.

I call amex travel, on the phone for an 75 mins, and the agent tells me, that there should be no problem, as I have been charged for the flight, that there is a proper "trip id" and not to worry and just go to the airport, I asked to speak to a supervisor, spent another 30 mins on hold with silence till the phone was cut off.

It's about noon, I am packed and heading to the airport, and call amex travel again, I immediately tell the agent that I need to speak with a supervisor, she says no, that she is able to handle my issue. 50 mins into the call, she tells me that amex charged my card for the ticket, but jetblue cancelled it at midnight bc amex did not send the funds for the ticket to jetblue ...?!?! how does amex not send jetblue money? I was not notified by jetblue nor amex of this at all.

so now its about 1, and she tells me to hold and to speak to a supervisor, on hold in silence for another 30 mins while im waiting at jfk to fly out, and they tell me that theyre unable to book a flight for me, as the window is too short and can get me on a 630 pm flight, which I would have to book myself on jetblue, which I did, for $625.

So now, I am unable to see my client as my flight will land past 9pm. I get to the Curtiss Hotel in Buffalo, and when checking-in, the front desk was aware of my double booking, and we spoke, and they told me, not to worry, that I would only be charged for one booking, and that the manager would take care of it in the morning.

8/1- I call amex again in the morning, on the phone for 90 mins, was unable to speak to a supervisor bc the hold times are just ridiculous. before checking out the hotel, I ask to speak to the manager, just to confirm that I would only be charged for one room, "Lauren" the manager comes from the back with a snarky attitude, in a snide manner tells me, "no refunds, you will have to pay for both rooms," I ask for her card and she gives me her "boss'" card "Connor Hawkins" and just walks away. this is at a "five star" hotel.

I return from court, and ask to speak with "Connor" and the front desk receptionist says that he does not want to speak with me, and goes quiet.

I call amex travel again, speak to an agent, as always they tell me, it will be a 3 mins hold to speak to supervisor, 120 mins on the phone, she tells me that she lost contact with the supervisor and that I would have to hold, or she would call me back when she got in touch with the supervisor. she never returned the call.

Now after all this, and emails back & forth with a supervisor, who once listening to the phone call, admitted that it was amex's mistake, and that they would refund me $100 and 10k points, which i said was inadequate, and now she says they will refund me for the extra room the hotel was not suppose to charge me for.

My question is, the refund of the hotel does not resolve amex putting me through hell for something so simple. how should I proceed, thanks a lot!