mani1111

I got through to Amex as well in less than 5 minutes. Their menu has changed further to ask for cancelling a booking and then takes you through airline names. I had a ticket on Delta, and she was able to contact Delta and told me they've processed a refund - though I will only see it in two weeks. Fingers crossed.

phelme

yeah, they definitely beefed up their cancellation handling. had an agent within a few minutes this morning too after getting through the menu tree and they handled my Cathay Pacific booking. CP had already canceled the return legs since they are basically going dark in April. :/

Cathay Pacific is hard hit by this and is allowing any flight booked before March 17 to be cancelled at this point.

LondonElite

Data point: My RM emailed me this morning to check on me. She knew I had no travel booked, but wanted to make sure that all was well, and asked if there is anything she can do. Good show.

nock

Similar experience. My flight on Delta booked through Amex just up and disappeared the other day. I called Amex and after about 25 minutes of looking around they decided that the flight was canceled and not rebooked, thus I was entitled to a full refund. They said the refund would be processed within 21 days. But when I look at the trip on amextravel it says "Trip canceled. Trip Cost: $xxxx.xx, Refundable amount: $ 0.00". Fingers crossed I actually get my money back.

Scott in LA

Well, I guess this makes me feel a bit better, given that other people are seeing the same thing. As posted previously, I called last week to cancel a trip and be refunded. Never saw any update to my record online. I saw news that the airline had finally cancelled the flights I was scheduled to take, so I checked again to see what my record said now, and it showed a different flight, as if I had just been rebooked due to a "normal" flight cancellation. Called back yesterday (got through in about five minutes, actually) and asked them to check what was up. The agent went to look, and said that the record had been marked cancelled, but for some sort of credit (I didn't ask further if it was airline credit or Amex Travel credit). I told her no, it was supposed to be a refund. She went off for a bit, and eventually did come back saying she had processed the cancellation, sent it to the "refund desk", and it might take up to two billing cycles to appear on my statement. Annoying, but that's in line withe the 21 days they've been saying, so fine. Out of curiosity, I checked later to see what the record said, and it shows exactly as the poster above, with the refundable amount at $0. If I had cancelled under normal circumstances, that would have been the case, so I'm hoping it's just some programming glitch that isn't handling this well--knowing that I'm not the only person whose record is updated that way makes me think that's probably the case.

mani1111

And I see a credit on my Platinum Amex for the tickets. so, all good now.

Gig103

Mani, was yours a schedule change or flight cancellation? I still need to call and I want a refund instead of flight credit after they moved me from 5pm to 1:20pm on DL.

mani1111

Mine was a cancellation. Scheduled to fly out April 4 to LHR, but asked them for a refund instead of a credit. Amex rep contacted delta and was able to make it happen.

mani1111

If they changed your flight, they'll either be able to accomodate any changes to dates, or should be able to process a refund. Good luck.

Gig103

Thanks, I got through to someone without a hold time (Note: Platinum cardholder), and after about 15 minutes with Delta I was told my refund would be issued in 14 days!

eccentricfusion

I called the other day in regards to a hotel reservation. I canceled my flight that I purchased directly from the airline and got a refund from the airline, but needed to cancel what was showing as a non-refundable pre-paid stay. I reached out to the hotel using email and they said the AMEX Travel booking was showing as Expedia, and per Expedia policy they would have no issues refunding in full. I spent 1.5 hours on hold (as a Platinum cardholder) until I got through. The two representatives I spoke with during my call said they did see in the email confirmation that it said non-refundable from the AMEX side, but their system on the Expedia side allowed them to cancel and refund it fully. Waiting for the charges to be refunded to my account now. Besides the long wait, things went smoothly.

sbrower

Same lack of email, same $0 on travel record. I have called about 4 times and I have been assured that the refund is coming to my credit card. Today I was referred to "Special Services" (supervisor level) because something was too difficult for the rep. That person told me that: a) they would send an email (never arrived); b) it was just a backlog in the system and I would see the credit within a week. Because it has been 13 days since I cancelled, I disputed the charge today, inserting a note that they are required to provide a credit within 7 business days under the applicable CFR.

s0ssos

Anybody have experience with hotel bookings? I got an email from Amextravel about an upcoming booking for a hotel reservation. I don't actually recall any, and I cannot see any under my trips. I do have airline bookings.
Maybe they just made a mistake?

Gig103

YES!! It hasn't been 14 days, but since mani1111 had a refund to their card in a few days, I logged into AmexTravel. Lo an behold, I see the same thing SJCMIKE does.

I called, and while on hold I received an email saying the trip is cancelled (the first such confirmation even though it disappeared from the Fly Delta app almost immediately), and the e-mail says $0 due to card as well. The phone rep was very insistent I was due a full refund "within 30 days". I told her my email confirmation showed $0 and after a second lengthy hold, I received an email that has a handwritten note reading This filght has been cancelled will be refunded 5,240.3 it can take up till 30days. Thank you

We'll see if that happens, but I'm not going to be that patient; as sbrower points out the COC says refunds are typically within 7 days. I know these aren't typical times, but a month sounds unrealistic. As it is I'm going to have to front the money on this ticket and then get a refund check issued from American Express now

nock

I never got an email. But yeah, the "My Trips" section on Amex Travel says $0 refundable. I was told on the phone that refund could take up to 21 days, not 30, but I have a few weeks yet. I'm just waiting it out before I call back.