A LoyaltyLobby reader despatched us a query what could be performed when an Amex Journey agent rebooked them in a decrease class service than ticketed?

Readers are inspired to ship us questions, feedback, or opinions by e-mailFbTwitter, or Instagram. We’ll attempt to cowl them right here a number of occasions every week.

Electronic mail From Reader:

My household has an upcoming journey this December to Japan.  A pair days in the past, I sadly obtained notification that our flight was cancelled.  We had been routinely rebooked on a flight for the subsequent day, however we had been downgraded in cabin class from premium financial system to financial system because the airplane change now doesn’t supply the premium financial system seating.  I booked our journey flying JAL by means of American Categorical Journey.  I first tried contacting JAL, however their wait occasions on maintain are infinite and couldn’t get by means of.  I then reached out to Amextravel for assist, however they screwed up the rebooking.

Preliminary Outbound Flight

Dec 18 JL069  LAX-KIX continuous in premium financial system

This flight was cancelled and booked the next day Dec 19 for a similar non cease service, however gear swap with airplane with out premium financial system seating.

I known as Amextravel and requested to be positioned within the premium financial system cabin with the next flight:

Dec 18 JL015 LAX-HND with connection JL229 HND-KIX.

I requested a number of occasions to verify we had been again in premium financial system and was assured the cabin class could be the identical.  I used to be joyful, it gave the impression of all the things was high quality and was advised I might obtain an e-mail affirmation in a couple of hours.

Upon receiving affirmation of the flight change, I used to be indignant to see we had been positioned on the proper flights, however in common financial system class.  I known as Amextravel to get the problem corrected however was advised the preliminary agent incorrectly put us in financial system and couldn’t put us again in premium financial system.  They advised me I may pay the improve charge for the seats and I used to be furious.

My case was escalated to a supervisor and my preliminary name with the primary agent is underneath evaluate.  I used to be advised it may take as much as 10 days earlier than I hear something on a decision.  Within the meantime I’ve wasted hours on maintain making an attempt to attach with a JAL agent.

Is there anything I can do?  I really feel so disenchanted and unhappy.

A good friend of mine was hit with this identical JAL route cancellation (LAX-KIX), and I’m not positive what’s the standing of their ticket.

The reader now has a difficulty that the Amex Journey agent didn’t appropriately rebook them on the identical class of service (Premium Financial system). Japan Airways would possible have instructed the reader to cope with the agent than them (commonplace process on agency-issued tickets).

Amex Journey must work with JAL to have the reader rebooked on the proper class of service.

I had one thing related case with Expedia. They mistakenly requested a voucher from AA for a canceled flight than a refund that I used to be eligible for. To provide Expedia credit score, they refunded the complete cost, not AA (I may see the place the credit score got here from).

The reader ought to push Amex Journey to rebook within the appropriate class of service. I’m assured that these telephone calls are recorded, and the supervisor can pull up the decision in query and hearken to what occurred.

I discover it amusing that they first steered that the reader ought to pay for an improve to be on the category of service they paid for, however that is one thing you may anticipate from Amex Journey.


It’s unlucky, however I might advise anybody to not e book something aside from plain vanilla tickets by means of Amex Journey, as they aren’t a reliable sufficient company to cope with ticketing points (the reader’s case was comparatively easy).

I e book convoluted premium fare tickets by means of a journey company and pay for this service. It’s simpler to cope with a person you recognize personally than an agent who began within the subject two weeks in the past.

The reader can at all times open a case towards American Categorical and Amex Journey by means of BBB and/or with the Lawyer Basic of the State they dwell in or the place American Categorical or Amex Journey are situated.

It shouldn’t be this tough, and America Categorical tarnishes its model with Amex Journey.

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