Contacting Amex Travel (including CTS, PTS, IAP) for Covid-19 changes or refunds.
Apr 27, 2020, 4:12 pm
#166
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,958
CTS may waive the fee for some Centurion cardholders.
Apr 27, 2020, 4:15 pm
#167
Join Date: Aug 2011
Location: SF Bay Area, CA
Programs: AMEX Platinum, HHonors Gold
Posts: 203
Apr 27, 2020, 5:01 pm
#168
Suspended
Join Date: Jun 2019
Location: Paris & Scotland (Laird), "Suite on the World"
Programs: Hertz platinum, Bonvoy titanium , Delta flying colonel/platinum/MM, retired old men board member
Posts: 592
never had a fee and have a designated agent/team
Apr 27, 2020, 8:29 pm
#170
Suspended
Join Date: Jun 2019
Location: Paris & Scotland (Laird), "Suite on the World"
Programs: Hertz platinum, Bonvoy titanium , Delta flying colonel/platinum/MM, retired old men board member
Posts: 592
Apr 28, 2020, 1:07 am
#171
Suspended
Join Date: Mar 2002
Location: Canada, USA, Europe
Programs: UA 1K
Posts: 31,452
I too have never had a fee for any Centurion travel service, but I don't recall ever being charged one as a Platinum holder. Though the last time I used PTS was several years ago; they were not particularly useful.
Apr 28, 2020, 6:17 pm
#172
Join Date: Nov 2004
Location: Manhattan Beach, California
Programs: BMI Diamond Club Gold forever
Posts: 6,367
I had bought about $3300 of tickets for my family last summer on TAP through AMEX Travel to get the 5x MR points. I thought about cancelling proactively and paying the cancellation fees at some point in March. TAP cancelled the flights in the end and what a hassle to try to get a refund, with little help from AMEX Travel. First, TAP seems to have purged the PNR info almost entirely, so AMEX Travel has had a hard time figuring out what I'd actually bought and how much I had paid. But the main problem was that when I called in and referenced the DOT policy (airline cancelled so I was entitled to a refund), the agent was quite rude and said "well TAP isnt a US carrier and so doesnt have to do that." I mean I expect a run of the mill OTA to parrot the Airline's position, but thought AMEX Travel would at least entertain that I might be right. What a mistake. In the end I had to file with the DOT, my complaint was forwarded to TAP and I got an email from TAP that "you can get a refund" and informing me to work through my travel agent. I have been on with AMEX Travel again, a much nicer person who at first read the TAP policy but then stopped when it occurred to her that we had been down that road and there must be a secret door somewhere that she needed to knock on. She talked to a supervisor and I'm not through yet, but it does look like they have someone who is both aware of the US DOT rules and that TAP is caving like a cheap aluminum folding chair once they get the DOT letter. So hopefully this will be processed and queued for refund, although I am not going to hold my breath and expect it any time soon. Hopefully just at some point before TAP goes under ;-)
The supervisor ultimately sent me an email and I had to print a pdf of the communications with the DOT and TAP. He said they will get it processed today... again, not holding my breath in terms of when it hits my account!
The supervisor ultimately sent me an email and I had to print a pdf of the communications with the DOT and TAP. He said they will get it processed today... again, not holding my breath in terms of when it hits my account!
Last edited by stephem; Apr 28, 2020 at 6:56 pm
May 1, 2020, 11:33 am
#173
FlyerTalk Evangelist
Original Poster
Join Date: Jul 1999
Location: Over the Bay Bridge, CA
Programs: Jumbo mas
Posts: 38,649
So today, I receive an email from AX Travel stating " An existing flight reservation that you booked with American Express Travel has been modified by your airline. The itinerary for Trip ID xxxxxxx has at least one flight segment that has been cancelled by the airline. You may be eligible to receive a credit or refund on this cancelled flight segment in accordance with the airlines policies. Since you have remaining flight segment(s) in your itinerary that have not been cancelled, please follow the instructions below.....And indeed, there still has been a CDG/TLV segment showing on my DL trips. So I called (per the "follow the instructions below"). After 10 minutes or so with the first agent, I then was transferred to another agent. She has me on hold now to "see what she can do." About 25 minutes into the call now.
The end
Hopefully
May 1, 2020, 3:55 pm
#174
Suspended
Join Date: Jun 2019
Location: Paris & Scotland (Laird), "Suite on the World"
Programs: Hertz platinum, Bonvoy titanium , Delta flying colonel/platinum/MM, retired old men board member
Posts: 592
I had bought about $3300 of tickets for my family last summer on TAP through AMEX Travel to get the 5x MR points. I thought about cancelling proactively and paying the cancellation fees at some point in March. TAP cancelled the flights in the end and what a hassle to try to get a refund, with little help from AMEX Travel. First, TAP seems to have purged the PNR info almost entirely, so AMEX Travel has had a hard time figuring out what I'd actually bought and how much I had paid. But the main problem was that when I called in and referenced the DOT policy (airline cancelled so I was entitled to a refund), the agent was quite rude and said "well TAP isnt a US carrier and so doesnt have to do that." I mean I expect a run of the mill OTA to parrot the Airline's position, but thought AMEX Travel would at least entertain that I might be right. What a mistake. In the end I had to file with the DOT, my complaint was forwarded to TAP and I got an email from TAP that "you can get a refund" and informing me to work through my travel agent. I have been on with AMEX Travel again, a much nicer person who at first read the TAP policy but then stopped when it occurred to her that we had been down that road and there must be a secret door somewhere that she needed to knock on. She talked to a supervisor and I'm not through yet, but it does look like they have someone who is both aware of the US DOT rules and that TAP is caving like a cheap aluminum folding chair once they get the DOT letter. So hopefully this will be processed and queued for refund, although I am not going to hold my breath and expect it any time soon. Hopefully just at some point before TAP goes under ;-)
The supervisor ultimately sent me an email and I had to print a pdf of the communications with the DOT and TAP. He said they will get it processed today... again, not holding my breath in terms of when it hits my account!
The supervisor ultimately sent me an email and I had to print a pdf of the communications with the DOT and TAP. He said they will get it processed today... again, not holding my breath in terms of when it hits my account!
May 1, 2020, 6:27 pm
#175
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,958
It appears the tickets were purchased through Amex Travel.
May 1, 2020, 8:10 pm
#176
Suspended
Join Date: Jun 2019
Location: Paris & Scotland (Laird), "Suite on the World"
Programs: Hertz platinum, Bonvoy titanium , Delta flying colonel/platinum/MM, retired old men board member
Posts: 592
May 1, 2020, 10:00 pm
#177
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,958
The distinction between Amex Travel and Platinum Travel Service is not simply online vs telephone. Amex Travel (operated by Orbitz) can be contacted by phone: 1-800-297-2977; outside US, 1-312-980-7807
May 2, 2020, 6:15 am
#178
Suspended
Join Date: Jun 2019
Location: Paris & Scotland (Laird), "Suite on the World"
Programs: Hertz platinum, Bonvoy titanium , Delta flying colonel/platinum/MM, retired old men board member
Posts: 592
That is not what AmEx says. If you dial the number on your card, you get Amex travel. If you book online you get orbitz. Perhaps yo can call from the online site. Amex Platinum IS NOT Orbitz.
May 2, 2020, 8:28 am
#179
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,958
Amex Travel -and- Platinum Travel Service can -both- be reached by telephone at separate numbers.
Amex Travel (Orbitz) : 1-800-297-2977; outside US, 1-312-980-7807 Published here:
Platinum Travel: 1-800-443-7672 Published here:
Amex Travel (Orbitz) : 1-800-297-2977; outside US, 1-312-980-7807 Published here:
If you booked your travel with American Express Travel and you need to change/cancel a booking,...if you booked your flight within the last 24 hours or have a departure date within the next 3 days please call us at 1-800-297-2977 for the U.S. (outside of the U.S. at 1-312-980-7807).
Platinum Travel: 1-800-443-7672 Published here:
As a Platinum CardŽ member, you also have access to Platinum Travel Service, an exclusive full-service travel agency standing by 24 hours a day to assist you with all your travel needs. To modify, confirm, or cancel an existing reservation with Platinum Travel Service, please call 1-800-443-7672.
May 2, 2020, 12:57 pm
#180
Suspended
Join Date: Jun 2019
Location: Paris & Scotland (Laird), "Suite on the World"
Programs: Hertz platinum, Bonvoy titanium , Delta flying colonel/platinum/MM, retired old men board member
Posts: 592
Mia, I think that is what I said. For platinum and centurian you also have a dedicated agent