Originally Posted by mrvincent

Despite cancelling my booking, the "return" section of my ticket on EK still shows on their systems and allows to me book a chauffeur. I've now booked BA flights for our intended travel, which just happen to leave from the same airport at around the same time. Not that I'd think about doing such a thing... but would it even be possible to book this or do they escort you to checkin etc?

Originally Posted by wmaciej

Further information here. AmEx have re-applied one of the charges to the account. Apparently Alitalia have told them that:
1. Ticket was exchanged.
2. Ticket is valid for travel.
3. Ticket was non-refundable.

To which I said:
1. Not on my request and without any input on my side.
2. Indeed, but not on my original route and require travel in time to make the connection.
3. It was a class D ticket (as they know). Advised them to check the fare rules on the fare filed by Alitalia.

I'm pretty pissed off now, not so much with Alitalia, as I wouldn't expect anything positive from them anyway, but with AmEx who didn't verify Alitalia's claims before applying the charge again (and they have means to do so for travel-related issues).

I've submitted screenshots showing my revisited itinerary for all bookings from Alitalia website showing the extent of changes vs the original itinerary. What I can't understand is why is Alitalia fighting this instead of just cancelling the ticket - whoever thinks I will fly from FLR to FCO and then go back in time to fly from FCO to DUS same day, is having a laugh.

Originally Posted by wmaciej

I have now received a letter from AmEx with attached copy of Alitalia's supporting documentation. While the copy is very poor quality and some of it I am unable to read, two bits look interesting, first the covering letter:

a bunch of attachments, of which the very interesting one is Virtual Coupon Record, where under Fb column I can clearly see DOW8C, so the relevant part of fare conditions should clear all the doubts on AmEx side of things:

Originally Posted by AlicorporateUK

I also had an exchanged ticket (which I did cancel, needless to say) at the time but Amex didn't make any fuss whatsoever - got the money back in my G account within hours after a swift and pleasant telephone conversation with a lass at their call centre in Brighton.

G

Originally Posted by wmaciej

Uh, my problem is that I keep getting money back and then taken again whenever Alitalia can be arsed to respond to AmEx's communication.

Originally Posted by AlicorporateUK

That sounds pretty uncommon modus operandi for Amex standards, at least as far as I'm concerned and after countless years of membership. I'm indeed quite surprised (puzzled?) as to why they would literally pee you off, as a customer, with that palaver of money in-out-in and out again. Have you tried escalating this to a supervisor or a complaint note through the messaging centre could perhaps prove more effective?

G

Originally Posted by wmaciej

back office

Originally Posted by wmaciej

Let's see what they come back with next.

Originally Posted by wmaciej

I spoke to a supervisor today about how the dispute is being handled. He then confirmed they've reopened it today (sic!), despite me being told earlier in the week that is has been reopened for me. Very disappointing customer service, which I blame on the back office, as the agents I spoke to were very good 9/10 times.

I've given them the fare rules text for the fare basis quoted in the communication and asked to attach to the dispute. Let's see what they come back with next.

Originally Posted by NickB

I do not understand why you even bother with the fare rules. AZ has unilaterally changed your itinerary without your consent. Even if the ticket was non-refundable, this in itself is enough to ask for a full refund/chargeback unless AZ wants to re-instate your original itinerary.