Originally Posted by
KARFA
Nice guide ens100
The only thing I would add is after you have created the dispute there is a facility to upload documents and I would recommend using it. On mine I have done a brief one page timeline summary (when the flight was cancelled, when I requested a refund etc) and copies of a few relevant emails, concluding with the fact they are well over the 7 day limit for refunds which they are obliged to do under Art 8 EC261. I think it is worth 5/10 mins to do this to show some evidence and just to help tip things in your favour.
This is the most important aspect of the process. If you make it easy for the card issuer (Amex), you see your resolution faster. In addition, when your materials are forwarded to the merchant vendor (the TA or carrier as the case may be), the vendor has little to respond and most likely will not bother to.
Your packet should include the e-ticket receipt, the cancellation notice, your request for a refund, and either a denial or a note that no response has been received.