Contacting Amex Travel (including CTS, PTS, IAP) for Covid-19 changes or refunds.
#1
FlyerTalk Evangelist
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Join Date: Jul 1999
Location: Over the Bay Bridge, CA
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Contacting Amex Travel (including CTS, PTS, IAP) for Covid-19 changes or refunds.
I used the IAP for the first time for an upcoming SFO/TLV trip. Decent savings. DL ticket / AF flights. Given the current state of quarantine affairs upon TLV arrival, and given the DL waivers, I tried to rebook. I packed lots of patience for this endeavor.
Monday AM, I called and waited on hold for about 30 minutes. No biggie. They offered a callback service but I was going to be busy for a while. So, I hung up.
Monday, mid afternoon, I called, and callback wasn't offered, so I was optimistic that the hold times were shorter. Sitting at my desk, working, I waited 2.5 hours for the agent to answer. After a half hour, she determined that the DL waiver didn't apply (and indeed my particular waiver disappeared from the DL website for a short while), and after a total of 3 hours, I ended up where I started, except instead of me making dinner, someone else had to get some take out to bring home.
Momday night, I decided to call again. I got a nice agent, but she had to get a DL agent to help her - so I thought. She said her hold times with DL were pretty short, so I was optimistic. After about 90+ minutes of hold, someone else answered, someone who had no idea who I was or why I was calling. Very competent agent, but it took her some time to find my particular waiver rules, and what not, and then found same class availability on flights about a month out. And then, there were ticketing issues. The system isn't recognizing the change fee waiver. She keeps placing me on hold and won't let me "go" and she'll call back. I'm on the 3rd hold. Apparently everything is rebooked, but not reissued. I'm now 3 +hours into this call.
I wish I could have just canceled this trip, but that wasn't an option. In fact, the IAP fare went down, but they won't refund the difference on the change (which is ok).
So sorry I called tonight. First agent seemed like she was working on it, so I didn't want to hang up. Instead she just sent my call to another queue where I waited 90 minutes. Second agent seems like she knows her stuff, but what a time for system glitches and needing the help desk. I'm familiar enough with GDSs to know that one letter, dot, "pillow" sign, or something else can make things all wonky and not function, but ... to not be able to work on it without me on the phone?
Legit hold time during a crisis is one thing. I'm up to a total of 6.5+ hours on the phone with AX today.
And the main reason for this post is to keep me awake during this nonsense.
Monday AM, I called and waited on hold for about 30 minutes. No biggie. They offered a callback service but I was going to be busy for a while. So, I hung up.
Monday, mid afternoon, I called, and callback wasn't offered, so I was optimistic that the hold times were shorter. Sitting at my desk, working, I waited 2.5 hours for the agent to answer. After a half hour, she determined that the DL waiver didn't apply (and indeed my particular waiver disappeared from the DL website for a short while), and after a total of 3 hours, I ended up where I started, except instead of me making dinner, someone else had to get some take out to bring home.
Momday night, I decided to call again. I got a nice agent, but she had to get a DL agent to help her - so I thought. She said her hold times with DL were pretty short, so I was optimistic. After about 90+ minutes of hold, someone else answered, someone who had no idea who I was or why I was calling. Very competent agent, but it took her some time to find my particular waiver rules, and what not, and then found same class availability on flights about a month out. And then, there were ticketing issues. The system isn't recognizing the change fee waiver. She keeps placing me on hold and won't let me "go" and she'll call back. I'm on the 3rd hold. Apparently everything is rebooked, but not reissued. I'm now 3 +hours into this call.
I wish I could have just canceled this trip, but that wasn't an option. In fact, the IAP fare went down, but they won't refund the difference on the change (which is ok).
So sorry I called tonight. First agent seemed like she was working on it, so I didn't want to hang up. Instead she just sent my call to another queue where I waited 90 minutes. Second agent seems like she knows her stuff, but what a time for system glitches and needing the help desk. I'm familiar enough with GDSs to know that one letter, dot, "pillow" sign, or something else can make things all wonky and not function, but ... to not be able to work on it without me on the phone?
Legit hold time during a crisis is one thing. I'm up to a total of 6.5+ hours on the phone with AX today.
And the main reason for this post is to keep me awake during this nonsense.
#2
FlyerTalk Evangelist
Join Date: Apr 2001
Location: NYC
Posts: 27,238
Did you originally book online or via phone? It's a very different set of agents depending on that. Online bookings deal with Expedia I think. Obviously it costs $39 to book via phone (and for any changes too), but I suspect you would have been more than happy to fork over that money after this experience.
#3
FlyerTalk Evangelist
Original Poster
Join Date: Jul 1999
Location: Over the Bay Bridge, CA
Programs: Jumbo mas
Posts: 38,644
Did you originally book online or via phone? It's a very different set of agents depending on that. Online bookings deal with Expedia I think. Obviously it costs $39 to book via phone (and for any changes too), but I suspect you would have been more than happy to fork over that money after this experience.
#4
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Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,470
Welcome to Expedia dba AmexTravel. Yes, it's a nightmare.
There's a thread. Unfortunately the thread title was changed. The original title ("Debacle") was both more accurate and more descriptive. Amex Travel (USA) inaccurate or incomplete ticketing reports [Consolidated]
There's a thread. Unfortunately the thread title was changed. The original title ("Debacle") was both more accurate and more descriptive. Amex Travel (USA) inaccurate or incomplete ticketing reports [Consolidated]
#5
Join Date: Nov 2013
Location: PHX, SEA
Programs: Avis President's Club, Global Entry, Hilton/Marriott Gold. No more DL/AA status.
Posts: 4,422
You are not kidding. Who knew. Shortly after posting, the phone "went dead" (i.e., the hold music just ended - even the hold music musicians had to take a break) and I wasn't sure if something happened with the call. I finally hung up at 2am, and while drifting in and out of a sleep, she called me at 2:30 to let me know the ticket had reissued.
#6
Join Date: May 2011
Location: NYC (LGA, JFK), CT
Programs: Delta Platinum, American Gold, JetBlue Mosaic 4, Marriott Platinum, Hyatt Explorist, Hilton Diamond,
Posts: 4,895
Has anyone been able to get in touch with AMEX Travel in recent days?
I booked two flights through AMEX travel, two and from Italy, scheduled next week. I am assuming these flights have been, or will be cancelled. However I have not received communication from Amex to that effect. I have tried to call multiple times - each time, I have been on hold until the call was disconnected on the other end. Have they been responsive recently?
#9
Join Date: Jan 2011
Location: Lafayette, LA
Programs: AA EXP 2MM, BA Gold, UA Gold MM, DL SM MM, Hyatt Glob, HH Diam, Marriott Ti/LT Plat, IHG Plat
Posts: 274
It may depend on which "side of the house" you're calling. I find that the "real" American Express Platinum Travel agents -- the ones at the number where you have to pay $39 for each booking and each change -- answer the phone quickly and that most are reasonably competent. But I've had terrible experience with customer service agents at the number you have to call to change or cancel bookings made with American Express Travel online. It's much harder to get an agent on the phone, even during non-peak times, and when you finally get to talk to an agent it is often with someone who is inexperienced, not very knowledgeable, and/or not particularly interested in helping. I have a Cathay Pacific booking I made online at Amex and which is now cancellable without penalty according to Cathay's posted advisories. But I have to cancel through the travel agency through which I booked. I've tried calling twice today. First you get a series of recorded menus and announcements that urge you to call back another time because they're very busy, and/or to let them call you back "when it's you're turn, in more than one hour." I opted to remain on hold, and both times I got music -- once for about 15 minutes, once for about 45 -- and then suddenly the music stops, which makes me think I am about to talk to an agent. But instead I hear several minutes of silence, then someone seems to be coming on the line and hanging up the phone manually. (On the first call I heard what sounded like someone's voice for a second or two before I was disconnected. On the second call, just now, I heard what sounded like someone breathing, again only for a second or so, then a click and the call was disconnected.) I really need to cancel this reservation soon while I can still make an alternative reservation at a reasonable price. So I guess I'll call a third time and select the "call back when it's your turn in over an hour" option. But I'm not optimistic.
#10
Join Date: May 2011
Location: NYC (LGA, JFK), CT
Programs: Delta Platinum, American Gold, JetBlue Mosaic 4, Marriott Platinum, Hyatt Explorist, Hilton Diamond,
Posts: 4,895
It may depend on which "side of the house" you're calling. I find that the "real" American Express Platinum Travel agents -- the ones at the number where you have to pay $39 for each booking and each change -- answer the phone quickly and that most are reasonably competent. But I've had terrible experience with customer service agents at the number you have to call to change or cancel bookings made with American Express Travel online. It's much harder to get an agent on the phone, even during non-peak times, and when you finally get to talk to an agent it is often with someone who is inexperienced, not very knowledgeable, and/or not particularly interested in helping. I have a Cathay Pacific booking I made online at Amex and which is now cancellable without penalty according to Cathay's posted advisories. But I have to cancel through the travel agency through which I booked. I've tried calling twice today. First you get a series of recorded menus and announcements that urge you to call back another time because they're very busy, and/or to let them call you back "when it's you're turn, in more than one hour." I opted to remain on hold, and both times I got music -- once for about 15 minutes, once for about 45 -- and then suddenly the music stops, which makes me think I am about to talk to an agent. But instead I hear several minutes of silence, then someone seems to be coming on the line and hanging up the phone manually. (On the first call I heard what sounded like someone's voice for a second or two before I was disconnected. On the second call, just now, I heard what sounded like someone breathing, again only for a second or so, then a click and the call was disconnected.) I really need to cancel this reservation soon while I can still make an alternative reservation at a reasonable price. So I guess I'll call a third time and select the "call back when it's your turn in over an hour" option. But I'm not optimistic.
#11
A FlyerTalk Posting Legend
Join Date: Feb 2001
Location: Berkeley, CA USA
Programs: Piggly Wiggly "Shop the Pig!" Preferred Shopper
Posts: 57,083
I booked two flights through AMEX travel, two and from Italy, scheduled next week. I am assuming these flights have been, or will be cancelled. However I have not received communication from Amex to that effect. I have tried to call multiple times - each time, I have been on hold until the call was disconnected on the other end. Have they been responsive recently?
#12
Join Date: Jan 2011
Location: Lafayette, LA
Programs: AA EXP 2MM, BA Gold, UA Gold MM, DL SM MM, Hyatt Glob, HH Diam, Marriott Ti/LT Plat, IHG Plat
Posts: 274
I had to cancel three hotel reservations -- two in Italy. Two I could cancel online, but the third was rejected online, prompting me to call the Plat Travel line. It bounced me to regular travel for some reason, and once the agent saw I was Plat, she had to transfer me. Whole thing took about 15 minutes. A bit annoying, but I understand that they must be deluged in calls right now.
#13
Join Date: May 2011
Location: NYC (LGA, JFK), CT
Programs: Delta Platinum, American Gold, JetBlue Mosaic 4, Marriott Platinum, Hyatt Explorist, Hilton Diamond,
Posts: 4,895
I was able to get through after caking the “regular Amex Travel” line and having me transferred over to the online support. I was helped by a kid that sounded like he was was barely out of high school, but he was eventually able to get one of my itineraries cancelled and refunded due to Alitalia’s schedule change
In general it seems better to call in to book travel with Amex nowadays
In general it seems better to call in to book travel with Amex nowadays
#15
FlyerTalk Evangelist
Join Date: Apr 2001
Location: NYC
Posts: 27,238
Actually to be fair, the Expedia agents called me back too after I hung up because they were taking too long for something that should have been easy (getting the PNR for a codeshare flight on an itinerary). I was able to get it via online chat with the operating carrier faster than the Expedia agent. But then they called me back after they eventually got it (probably by calling the airlines).