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Chul H.

Contributor Level

Total Points
83

1 Review by Chul

  • American Express

9/5/17

How American Express Card Company ruined my vacation

Hi, my name is Chris Kim 48 years old, Korean American.

I have been using American Express card for my company about 4-5 years.
The reason I am using American express is to get points to use for our family vacation.
I used the points, and my family went to Hawaii last year did not have any problems.

However, I went through a very unfair situation with American express travel department on 8/31/17 until 9/05/17.
I booked a Cancun vacation (airline ticket and hotel) thru American express travel a month ago and I received a confirmation email.
My family (my wife and my daughter and I) went to the Los Angeles airport that night (31/Aug./2017) to catch American Airline flight # 1369 which departure time was 11:05 pm.
We couldnt get our boarding pass through their system. Therefore I went to the American airline agent and I hear from a bad news from American airline employee who is Mr. T******.
He told to me I booked flight # 1369 on 14th of July. 2017, but American express did not pay the money and the reservation for flight has been cancelled automatically. Therefore, I called to American express travel department and I talked with Mr, D***** (employee # 7****) what is going on. He told me there is an error (not their mistake) and suggested me to purchase a business or first class and go to Cancun and call them back tomorrow morning when supervisor is available. However, there are only 2 seats available. He offered me a different option which was to catch a different airline with my own expense and give them a call the following day when supervisor is available. So I asked the representative if I was going to get the difference in money back, and he responded as if he couldnt guarantee and that I would have to speak to a supervisor. Also I asked him regarding the hotel reservation status, he noted me that it got cancelled so I asked him again, if I dont have a reservation at a hotel, where am I supposed to stay? He told me again, Get a room with my expense then speak to a supervisor. This is totally wrong how they are treating me at this moment without any solution. I decided that I had to give up this trip. I hung up the phone and went back home. Everyone will agree with me with how frustrated my family was.
Im really thankful to God I didnt listen to him after I had a short conversation with America Express Supervisor, the next morning, who is named E****** today.
I called to American Express Travel and an employee name Mr. P**** answered and I explain to him what is going on and let him know I am recording this conversation as well. He said to me Thank you for letting me know". After He listened to me what is going on he had to transfer call to the Supervisor and he put me on hold for about 30 minute. During the 30 minutes that I waited, they couldve gone over what happened. Instead, once I spoke with E*****, I asked her if she knew what is going on, but she wasnt 100% sure. It made me very upset because I was on hold for 30 minutes for nothing. I notified her that I was recording the conversation as well. She told me, Dont record this conversation otherwise shell hang up. I asked her why I couldnt record her but they could. She replied Im warning you. I felt very upset again. I told her that she ruined my vacation and yet, she is warning me. Youre not going to believe this, she hung up the phone and said Thank you for calling American Express. You can see how shocked I got from this phone call. I was thinking on what I should do. Next day, I called them once more to get better results from a different supervisor. I spoke with a different supervisor named M*****. He told me that I was the one who cancelled the trip due to my illness. I couldnt believe this. They were making up stories. Once I heard the shocking lie, I couldnt speak to him any further. I want to know who made up the story because they want to avoid their responsibility. Even now, I cant believe a big company like American Express did this to me. I didnt decide what to do for the future, but I want everyone to know this situation. I want American Express to know that without us, you are not there.

Sincerely,
Chris Kim
09/05/17 11:05 A.M.

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