Amex Platinum Travel Misinformation - Stuck with Non-Refundable Air tickets
Hi All,
I'd love advice on an issue I am facing with Amex Platinum travel. Here is the situation:
I booked a business class airline booking using my Platinum card with them that involved the combination of 2 separate air fares from United and Cathay Pacific. During the online booking process I pulled up the fare rules and it showed that the ticket was fully refundable. I made the booking online and immediately chatted (within the 24 hour free cancellation period) with Amex travel online to verify if the ticket was refundable. Agent who chatted said it was indeed fully cancellable even post the 24 hours. A few days later my plans changed and I chatted with Amex travel again to cancel the ticket. At that point I was told that the whole ticket was non-refundable since only the first air fare with United was refundable whereas the Cathay segment was not - rendering the entire booking non-refundable. The online portal only showed the rules of the first segment and not the second hence I couldn't verify before booking. They also acknowledged that misinformation was provided by the first agent but that the fare rules govern. I've raised a Global Complaint which is in process of review to get my money back.
Has anyone faced such a situation and do I have any chance of Amex refunding this booking? Its a multi-thousand dollar fare so it's a big hit for me. I also did not purchase travel insurance at the time of booking, though I doubt that would have helped in this case anyway. Are there any avenues to escalate this?