Complaint Review: American Express Platinum -

On Sunday, 4/7/19, I had a flight from DCA to MEM that was to depart at 2:59pm.  I woke to an emergency and called American Express Travel (I have an American Express Platinum Card and book flights EVERY MONTH through their website) and asked if they could put me on a later flight. I knew I would have to pay a change fee and was willing to do so. I told them if there were no options I would take the original flight as I am a physician who works in underserved, rural areas. I was scheduled to be at work 7am on 4/8/19 to take care of patients in a hospital in Mississippi. Many patients are very sick and in the ICU; and I would be the ONLY one in my specialty at the hospital

Otis (I believe this was his name) looked and found 2 options. Either an 8pm flight to MEM (but this would be first class and would cost me ~$1200) or a 730pm flight to Jackson which would cost $453. I agreed and he proceeded to book this ticket. At 10:35am EST, I received an email from AmEx saying my card was being charged. This indicated to me that the issue was resolved, I was on a later flight, and could go handle my emergency

He then put me on a "2-3 minute" hold. This went on for 30-40 minutes. I began to get anxious because

1) I was unable to deal with the mergence

2) If there was no flight, I had to rush to get the original one. Yet, if there was a LATER flight, I needed to get off the phone

He then said there is a glitch and connected me to his supervisor.  Her name was Annette and employee ID# was 73620.  She kept me on the phone for a total of 3 hours, 8 minutes, and 12 seconds. 



At this point, I had pushed a flight back 4.5hours and spend most of that time on the phone. The "glitch" ended up being that AmEx booked a flight that could not be ticketed.

After 3 hours, despite understanding the dire need to get to Mississippi (and to get off of the phone in order to address my emergency), I was told my card would not be charged and that I could not got on the 730pm flight since American Airlines could not issue the ticket.

At this point, it was TOO LATE to make my orginal flight.

After 3+ hours, the ONLY option offerred was to take the 8pm flight for ~1200-1300$. I did not even have sufficient time to make this flight but I was willing to try. I do believe either AmEx or AA would be responsible for the ticket cost given the entire ordeal was THEIR mistake. 

AmEx Travel was unwilling to help. This is despite my booking flights with them every month and being an exellent card member who pays in full each month. 

They proceeded to charge me $547 (in addition to the $486.27 I had paid for the original 4/7 flight at 3pm that I missed since they kept me on the phone with incorrect information) to put me on a flight the FOLLOWING day.  I did not make it to the hospital until 2pm. At this point, I had numerous patients to see in the ICU and on the floors.

I demand that either AA or AmEx refund

1) The $547 for the flight on 4/8 I had to pay for secondary to THEIR negligence

2) The $486.27 for the flight I missed on 4/7 secondary to THEIR negligence

3) 7hours of hourly pay (which I missed from 7am - 2pm) and will be happy to provide in a private forum