Refund from American Express / Lufthansa?

I guess my first question would be from whom you purchased your tickets originally...Lufthansa or American Express?
Usually when one purchases airline tickets it is clearly indicated whether they are refundable or non-refundable. Did you purchase the tickets online or from an agent over the phone? Either way there should have been printed information that you saw electronically via the internet or that arrived printed via snail mail.
Just trying to understand!

I am confused, too. It looks like you tried to change from August to December to April? Did you book this online? I know that things happen and changes sometimes need to be made, but twice? It seems a little unlikely that they would not have told you at some point that the December tickets were nontransferable (I have always been notified repeatedly when buying nontransferable tickets or hotel rooms). It is, of course, your choice whether or not to do business with any company (not sure who you are thinking to boycott, Amex or Lufthansa?), but I haven't had problems with either one, though I have never booked airline tickets through Amex. I don't think you are going to win this one.

Lufthansa says I must work with American Express as they are the travel agent. This was all done over the phone. Which again as American Express states their agent would not be aware of the restrictions. How business be conducted without the booking agent being knowledgeable of any/all restrictions. This, if not illegal is definitely unethical. As it was $800, has anyone experience if Small Claims court would furnish any value since they have no enforcement authority? Has anyone experiences/recommendations using social media for best spreading the word/caution to others?

I'm not sure small claims court will help, as who would you be suing? And in what jurisdiction? Perhaps there was no alternative in this case, but your situation points out why we suggest it is best to book directly with the airline, so that there are no middleman issues.

First,

You might edit your post to remove or redact some or all of your personal information. Why? Not only helpliners read these Forums. You are telling any low life who scrapes or scans here your whole name, your telephone number, your email address and where (in your other posts) and when you are going. That can leave you open for all sorts of strife.

Also, American Express can also scrape the site and might take umbrage.

Second, It doesn't sound to me like you have much of a case. Sorry.

Third, are you intending to sue Amex in their headquarters location? I'm pretty sure that is what you will have to do. A small claims court is not going to expect them to defend themselves anywhere anybody files a suit. Is Seattle their headquarters?

Fourth, Your website seems to be all about getting credits from billing errors. Isn't that what this is all about? It sounds like it to me. In that case wouldn't you be the expert rather than us?

or - I'd hate to think so - is this just an ad for your website and your services?

By the way - that's a good photo of you on your website.

chuck,

To begin with, I most definitely agree with Nigel that it would be prudent to remove your website, E-mail and other personal information from your post, as scammers do browse the forum at times.

I also agree that it doesn't look like you have much chance of success in getting a refund for the ticket exchange. I'd be interested to know what the Terms & Conditions were with the particular ticket you purchased. Airlines often have restrictions and AmEx would have no control over these. They were simply acting on your behalf as an agent to purchase the tickets (assuming I'm reading the details correctly). This is one reason I purchase tickets directly from the airline (eliminates the middleman).

In any case, good luck!

Thank you all for your input. Here is my response to your comments, hopefully I cover them all and stimulate more:
* Lufthansa was one of two airlines, Air France the other we booked tickets. Air France is no problem allowing rebooking. American Express blames Lufthansa and Lufthansa blames Amex. I apparently is all about what Amex wishes/not to negotiate with Lufthansa.

• Thank you, I have now edited out my personal information in the post. Correct my website/business offerings of refunds, this post was not intended to be an add/solicitation for my business, mistakenly included in my tagline cut and paste query to Amex. Though my business does include cost benefit analysis as well as refunds primarily in telecommunications. Travel (not my area) I consider to be a specialty in itself, hopefully we can find someone who covers that business sector. Though in this era of internet social media, a topic/challenge that goes viral can be extremely productive in seeking a refund/corrective action. I am particularly interested in hearing of those references successful leveraging the internet/social media for consumer/traveler protection.

• Small Claims court suite would likely require in American Express headquarters, which for $800 gamble I can't afford to travel to D.C. or where ever their headquarters.

• Though I certainly would like the $800 refund, my greater interest is to warn what could easily be an unforeseen when doing business with Amex - the booking agent not being kept aware of restrictions, and therefore neither the customer. Dealing directly with the airlines may be the best safeguard though many, many travelers use the numerous credit card travel agent features. Amex - buyer beware.

Again your comments appreciated.
Sincerely, Chuck

Chuck,

Another avenue that you might pursue.....

Conde Nast Traveler provides an Ombudsman to mediate disputes of this type. Sometimes he's successful, sometimes not, but it's worth a try. Send a note to [email protected] for more information.

In reading your original post, I once had to shake my head in disbelief at the wording used by American Express. It always amazes me that these firms include language like "the entire team at xxxx is dedicated to providing the highest standards of customer support" when in fact they're giving the customer the "bum's rush" and no resolution of the problem. What a lot of corporate rubbish!

Try flyertalk.com. Troubleshooters from the airlines and card companies monitor the threads.