Don’t know what to do at this point
I’m in Palma. I booked my flights almost 10 mos ago. I booked it through AMEX travel. I have a family of 7. I flew from SLC (with some connections in between) to Palma on AA. We were booked for our return flight home from Palma to SLC on Iberia. I tried to check into our flight online but it never would let me. So we had to wait in the 2+ hr line to get to the desk to check in and when we got there they printed 6 boarding passes and told us one of our kids’ (my kids range from 16-23, it was our 18 yo) ticket had been canceled. We were about 1 hour til the plane left and I asked the desk if I could just buy her a ticket on the flight, they said they do not sell tickets at the airport and I would have to call AA and figure it out. They could not tell me why the ticket was canceled and that the plane was full. I asked them what I could do, they suggested leaving her! So I called AMEX and they told me they could not see a canceled ticket and that they would email me the ticket to me. I never got the email so I cut in front of the line desperate to see if they now had record of the flight, it was now 12:50 and the flight was leaving at 1:30, they told me the doors were closed and the plane was leaving and I would not be permitted on the flight. I then spent 3 1/2 hours going between AA and Iberia and AMEX trying to find a resolution. They all kicked the can down the road and would not claim any responsibility for what happened. So they are telling me because they reissued a ticket for her that they don’t have to reimburse me or have any responsibility for canceling the ticket in the first place, but they canceled the ticket for no reason and reissued it in a time frame that was impossible to make the flight. And I was not willing to split up my family and leave my 18 yo in a foreign country or anyone in my family. They’ve basically told me I now have to find another flight and pay for difference which is anywhere between $12k-15k. It sucks too because we were all on premium economy on our long flight and now that is lost and I’m out another $15k and flying economy home. Plus I have to get hotel rooms for at least tonight. I don’t even know what to think. I feel scammed, I don’t know what to do to reconcile. Has anyone else had any issues like this? AMEX has been trying to help find a resolution, but it’s basically AA’a word against mine and what power do I have? That being said, I know this is 1st world problems, and I’m thankful I could be on a trip like this with my family. But this is a crippling amount of money. I just don’t understand how they can do this to people!