Duplicate Amex payments 30 May 2023

Old May 30, 23, 2:48 pm
  #1  
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Duplicate Amex payments 30 May 2023

Both BA and some of BA's customers are finding that some recent Amex transactions are being duplicated. The cause isn't known - and I don't know if it's connected to the problems last week or even the Gibraltar fix (by way of a pointless theory). But BA contact centre staff are aware of it, so (a) check your recent Amex transactions, and (b) if anything appears to be a direct duplicate then call BA, who are in a position to reverse the duplicate. There is a longstanding policy in this area anyway for accidentally duplicated transactions, so no-one should fret about this.
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Old May 30, 23, 3:03 pm
  #2  
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Had this happen twice recently (4 transactions). Raised the dispute with Amex - didnt realise it was a wider issue and just thought I had been unlucky!

This is how they appeareed on my statement, taken over 2 days.

When I spoke to BA they struggled to locate these transactions and could offer no help. So easier for me to deal with Amex.


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Old May 30, 23, 3:17 pm
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Originally Posted by JD1905
Had this happen twice recently (4 transactions). Raised the dispute with Amex - didnt realise it was a wider issue and just thought I had been unlucky!

This is how they appeareed on my statement, taken over 2 days.

When I spoke to BA they struggled to locate these transactions and could offer no help. So easier for me to deal with Amex.
Agree, in my experience Amex customer service is brilliant. Far easier to talk to them than hang on the line for hours trying to talk to someone clueless at BA.
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Old May 30, 23, 3:31 pm
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I was the one impacted as well. Called Amex and the double charge was sent back to BA.
This is unusual - however Amex is great resolving such issues.
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Old May 30, 23, 3:58 pm
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Love Amex customer services, they are brilliant and usually resolve things first time every time
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Old May 30, 23, 5:08 pm
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Originally Posted by Tiger_lily
Love Amex customer services, they are brilliant and usually resolve things first time every time
Best card issuer in the world bar none.
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Old May 30, 23, 5:57 pm
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Ive had this for a flight I booked to HKG which Ive been charged for twice on my Amex. I called BA and they told me that it was being looked into by the finance team but to not flag it for Amex to address as both payments are linked to the same 125 ticket number and theres a risk if the payment is reversed for one transaction then the system may cancel the issued air ticket. They advised waiting a few days post the bank holiday and keeping an eye on the statement and call back if its then not resolved. No sign of it coming back yet!
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Old May 30, 23, 11:37 pm
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Originally Posted by IslingtonFlyer
Ive had this for a flight I booked to HKG which Ive been charged for twice on my Amex. I called BA and they told me that it was being looked into by the finance team but to not flag it for Amex to address as both payments are linked to the same 125 ticket number and theres a risk if the payment is reversed for one transaction then the system may cancel the issued air ticket. They advised waiting a few days post the bank holiday and keeping an eye on the statement and call back if its then not resolved. No sign of it coming back yet!
Though this is clearly good advice, it is also clear that BAs systems are so poor that they cannot recognise a double payment when it stares them in the face!
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Old May 31, 23, 3:31 am
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Originally Posted by IslingtonFlyer
theres a risk if the payment is reversed for one transaction then the system may cancel the issued air ticket.
This would be my worry as well.

Charging back a duplicate transaction for a service you've already received or goods you've already consumed/returned is one thing. Doing it for a booking you intend to use is quite risky; if it's your bank account, and you're scraping the barrel for coppers then you may be forced into it but otherwise it would be wise to be patient.
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Old May 31, 23, 3:40 am
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I booked my flight on the 28th and flew on the 29th - So was easy for me to identify that the transaction was incorrect and I had no risk of losing my ticket.
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Old May 31, 23, 4:13 am
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If (as seems likely) this was caused by duplicate billing, the fault is equally Amexs as well as BAs. Yes BA shouldnt have sent the request twice, but Amex shouldnt have allowed two payments to be made against the same ticket and should have blocked at source. Its interesting in this context to see so much love for Amex but so much hate for BA.
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Old May 31, 23, 4:21 am
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I had this - AMEX said speak to BA. BA are trying to figure it out without affecting the ticket I actually want! Glad I am not the only one that has had this but I fear this may because a nightmare if BAs IT is involved!

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Old May 31, 23, 4:25 am
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Originally Posted by Confus
If (as seems likely) this was caused by duplicate billing, the fault is equally Amexs as well as BAs. Yes BA shouldnt have sent the request twice, but Amex shouldnt have allowed two payments to be made against the same ticket and should have blocked at source. Its interesting in this context to see so much love for Amex but so much hate for BA.
I'd say that this 'love' or 'hate' is driven by the fact that Amex usually answers the phone quickly, especially when you are Platinum member, while BA takes a long time, even for a Silver member - and than it is usually a long story where you have to explain a lot. Amex agent can see the pointed transactions almost immediately, especially when they follow one another, like in my case. I called them last Saturday, still awaiting the resolution, in spite of temporary credit posted in my account. Now I need to call BA to make sure that I do NOT received a double credit, cancelling my reservation, as someone pointed earlier on in this thread. And yes, both Amex & BA are equally 'guilty' here.
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Old May 31, 23, 4:48 am
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Originally Posted by Confus
If (as seems likely) this was caused by duplicate billing, the fault is equally Amexs as well as BAs. Yes BA shouldnt have sent the request twice, but Amex shouldnt have allowed two payments to be made against the same ticket and should have blocked at source. Its interesting in this context to see so much love for Amex but so much hate for BA.
What you're suggesting could easily cause many problems by declining legitimate transactions. Consumers are well protected against not having to pay erroneous charges, so far better to approve than disapprove without a clear problem.

BA doesn't approach even the smallest fraction of AMEX's customer service quality. Frankly, this holds true for all airlines.
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Old May 31, 23, 5:02 am
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No offence to C-W-S, but why should people be finding out these sort of things via some bloke off the internet?

Why aren't BA sending out emails saying they've made a mistake and looking at rectifying ASAP?
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