I'm a Brit based in Chicago, and have - foolishly - used Amex Travel a lot for premium tickets. Because they are part of Amex, it is particularly hard to have a dispute with them, and they are beyond inept and ignorant about any airline other than the major US carriers. I have had this with several (expensive) BA tickets - one of which was really hard, because I had used Avios to upgrade one sector, and they claimed they simply had no control over the ticket, which was a claim BA simply said was nonsense. I'm also trying to get them to refund a one-off MH booking for a flight that has been cancelled leaving the route in question without a single flight on the day, and MH are refusing a refund (within Malaysia the government has let them off that hook), and, again, Amex are being dumb, to put it mildly. It is annoying that Amex MR points are so useful and flexible, but I really am going to stop using this agency and only book direct if I ever find myself able to fly again...