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An Amex Travel mistake nearly cost this reader over $6,000

Last fall, Daniel Cordova was scrambling to spend an expiring $3,978 flight credit he had with American Airlines from canceled plans during the pandemic.

Using the American Express Platinum Travel Service, Cordova booked a first-class, round-trip flight from Los Angeles International Airport (LAX) to O'Hare International Airport (ORD) to attend a wedding.

However, when he tried to check in for his flight, American Airlines told him he did not have a reservation. Stuck at the airport with few options to get to the wedding on time, Cordova purchased a last-minute ticket for an economy seat on the flight he originally intended to take for $407.

The confusion didn't end there, though. When Cordova tried to fly back home, he discovered that American Airlines had marked him as a no-show for the outbound flight – the reservation he supposedly no longer had. As a result, the airline had canceled his return flight.

To return to LA, Cordova was forced to buy another ticket for an additional $1,447. The quick trip to celebrate a friend's wedding and redeem his American Airlines flight credit had spiraled into an expensive travel fiasco.

So, when neither American Express nor American Airlines would provide the monetary relief Cordova expected, he turned to TPG for help. His question: What went wrong here, and where did his nearly $4,000 American Airlines flight credit go?

That's what TPG wanted to find out, too.

Racing against the clock to redeem the flight credit

Like many American Airlines AAdvantage members , Cordova came out of the pandemic with a sizable flight credit from canceled trips. American Airlines had multiple times extended the expiration date of flight credits earned during those dark days. But by mid-2022, the airline made it clear that the extensions were over.

The message from American Airlines: Book your travel and spend any credit in your account by Oct. 31, 2022 (and fly by Dec. 31, 2022). No American Airlines credit earned by travelers during the pandemic would be coming along into the new year.

"I knew the flight credit I had on American Airlines needed to be redeemed by October," Cordova explained. "I had the wedding to go to in September, so the timing was right."

Cordova, a long-time holder of The Platinum Card® from American Express , contacted the American Express Platinum Travel Service to take care of the plans since they could apply the American Airlines credit for him.

Spending all of his credit plus an additional $280, Cordova booked a round-trip flight on American Airlines in first class. It was an expensive splurge, but since he had no other plans to travel before the end of the year, it made sense to spend the expiring flight credit in this way.

Making a small change to the itinerary

Shortly after booking this trip, Cordova realized he needed to make a small change to the itinerary. No problem, he thought — Amex's Platinum Travel Service would take care of those details, too.

"The Amex representative made the changes, and all seemed fine," Cordova recalled. "That is, until I went to check in for my flight."

Cordova received a message that he needed to check in at the airport, which he thought was odd for a domestic flight. But he didn't give it much thought, assuming it was a glitch in the system that would be easily addressed.

The problem would indeed be addressed, but not in the way Cordova imagined.

American Airlines: You don't have a reservation on this flight

When Cordova could not check in for his flight, he again picked up the phone and called American Express.

"I was notified that my outbound flight was mistakenly canceled by American Express when I asked the agent to [switch to an earlier flight]," he said. "My only option for getting to Chicago was to buy an economy ticket on that same flight number since American Airlines gave away my first-class seat."

Cordova paid the $407 fare and soon found himself boarding the plane and walking through the first-class cabin to his seat in economy.

It was a disappointing and confusing turn of events. But Cordova had an exciting event to look forward to, so he pushed this unpleasant situation into the background and focused on the celebration.

American Airlines: You were a no-show on your outbound flight

By all accounts, the wedding Cordova attended was a beautiful affair. But the following day, it was time to get back to LA.

He figured he could straighten out whatever went wrong on the outbound flight and get a refund or his credits back when he got home. He didn't expect a repeat performance of the problem he had on the way to Chicago. But unbelievably, Cordova was about to experience deja vu … and be forced to purchase an even more expensive ticket to get home.

"On the day I was scheduled to fly back to LA, I couldn't check in for my flight online," Cordova recalled. "Then I got a call from American Express Platinum Travel."

The same American Express agent that had informed Cordova of the mistake that led to the cancellation of his outbound flight had more confusing news. He told Cordova that American Airlines had marked him as a no-show for the outbound flight and, as a result, had canceled his return flight.

Nearly every airline worldwide will cancel the rest of your ticket if you skip any part of your flight. So if you're a traveler who wants to try the hack of booking hidden city tickets, beware. You could end up with a giant financial headache and even get banned from flying your favorite airline. Of course, this isn't what Cordova did. He had shown up for his original flight and even took it, but due to the itinerary snafu, he had been flagged as a no-show.

Cordova asked what options were available.

"My agent said he didn't know what went wrong but that I could buy another ticket on American Airlines or another airline and I would receive a [statement] credit. So he found me a last-minute ticket on United Airlines, which had the next available flight to LAX, and I paid $1,447," he said.

Soon Cordova was airborne on his way back home to LA, where he hoped to be able to put this travel nightmare to rest.

Asking American Airlines: What happened to this passenger's flight credit? 

A few weeks later, Cordova's frustrating plight landed on my desk. He had hoped that Amex Travel would be able to sort out the problem and refund all of his extra flight expenses. That seemed like a fair resolution and was also what he believed had been promised by the Platinum Travel Service agents.

As he put it:

"A month ago [I was promised a resolution]. I have heard nothing back from them, despite calling once a week. Each time I call, I ask to speak with a manager overseeing this issue, and am advised that they will contact me directly … no one ever does.

As you can imagine, I am hugely frustrated by this situation. I rely heavily on my Amex for my business and have been a member since 2008. It is truly disappointing that Amex Platinum Travel Service would leave me out to dry like this ...."

Where is the confirmation for the changes to the original itinerary?

As I typically do when I assess a complaint, I asked Cordova for his "paper trail" — documents that provide an overview of the situation and help me determine how best to approach the problem. In this case, I wanted to see the notification of the cancellation of the outbound flight and a confirmation of the first change by the American Express agent.

That's where we hit a stumbling point: Cordova had neither.

"They [American Express] informed me [of the cancellation] over the phone, and so I don't have anything to send via screenshots ...."

Here's where Cordova should have taken a different tack. Any time you change a flight reservation, it's critical to ensure you receive a confirmation of that alteration. Do not assume, as Cordova did, that all is well. It likely hasn't been confirmed if you don't receive an email notification of the change.

I reviewed Cordova's limited paper trail, which only included confirmation of the two new flights he was forced to purchase. The absence of any cancellation notification and the lack of confirmation of the originally requested change led me to suspect that the first Amex agent had not correctly switched the flights.

Based on Cordova's documentation and narrative, I asked American Airlines about the missing flight credit. After all, Cordova had exchanged $3,978 in credit, paid an additional $280 and received nothing in return.

American Airlines has always been helpful and customer-friendly with the cases I have brought to their executive team over many years. So, I expected a swift resolution.

Good news from both American Airlines and American Express

I quickly heard back from my executive contact at American Airlines. (This is not a customer-facing contact.) As a consumer advocate and a media member, I have access to helpful airline executives that regular customers do not who can help me resolve issues like this.

I received the following message.

"Hi Michelle, I have good news. You are correct. The issues were prompted by the travel agency error, but our team has reviewed and is issuing a trip credit for his original ticket as a goodwill gesture.

All the best,

[American Airlines spokesperson]"

But there was even better news for Cordova.

I also reached out to American Express Travel, which confirmed that Cordova's travel fiasco resulted from simple human error. Actually, a series of confusing human errors.

As I suspected, the original agent had not properly processed Cordova's requested change. The second American Express agent made an additional error by telling Cordova he had no outbound ticket to Chicago. In the American Airlines system, he was still confirmed, but he was unable to check in online. American Express sold him an additional ticket on the same flight (in economy), and that's the ticket he flew to Chicago. But American Airlines marked him as a no-show on the original ticket, which hadn't actually been canceled.

To rectify its agents' mistakes, American Express credited Cordova's account for the two last-minute flights he was forced to purchase.

Ultimately, American Airlines and American Express fully refunded Cordova for this unpleasant experience. Cordova is pleased — and so are we.

Preventing itinerary issues from ruining your plans

Passengers can protect themselves from getting blindsided by situations similar to Cordova's by taking a few steps during and after the booking process.

Request an emailed confirmation of the flight or changes

Once you book a flight or make any changes to your reservation, be sure to obtain an email confirmation. Otherwise, you may be in for an unpleasant surprise at check-in. Remember, if you don't have confirmation from the airline or your ticketing agent, you don't have proof of a ticket. Never assume that your ticket purchase or flight change has been processed correctly until you get the confirmation in print.

Carefully review the flight confirmation

Ensure that the details are correct and that there is a ticket number (a 13-digit number) on that flight confirmation. Remember, you don't have a confirmed flight unless you have a ticket number on that document. Don't confuse a record locator, which is a six-character code, with a 13-digit ticket number. A record locator doesn't confirm that the airline has actually ticketed you.

Mind the DOT's 24-hour rule

You must review all the details on any confirmation you receive from the airline in a timely manner. The Department of Transportation says you have 24 hours after purchase to correct a ticket (or change your mind). That's the time frame in which you can cancel the ticket with a full refund. After that window, if you discover a mistake on your ticket, it will likely cost you to fix it.

Just remember that third-party booking agents are not bound by the DOT's 24-hour rule (although many adhere to it). Additionally, if your flight is within seven days from your ticket purchase, the 24-hour rule does not apply. So, for close-in bookings, make sure your plans are confirmed.

For its part, American Airlines has reinstated its 24-hour hold option. Unfortunately, if you book a reservation that you previously held on a 24-hour hold, the DOT's penalty-free 24-hour cancellation period doesn't apply. So be extra careful of the details if you've previously put a flight on hold with American.

Bottom line

In the end, we'll never know exactly what went wrong with Cordova's efforts to redeem all those soon-to-be-expired American Airlines flight credits, but we're happy we could help him get his credits and his money back. Hopefully, the tips above will help you to avoid a similar circumstance.

If you are in a tough situation with an airline, cruise line, car rental agency, hotel or credit card company that you can't seem to correct, send your request for assistance to [email protected]. I will be happy to investigate your complaint and help you, too.

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Moscow-City: 7 surprising facts about the Russian capital’s business center

1. Guinness World Record in highlining

The record was set in 2019 by a team of seven athletes from Russia, Germany, France and Canada. They did it on September 8, on which the ‘Moscow-City Day’ is celebrated. The cord was stretched at the height of 350 m between the ‘OKO’ (“Eye”) and ‘Neva Towers’ skyscrapers. The distance between them is 245 m. The first of the athletes to cross was Friede Kuhne from Germany. The athletes didn't just walk, but also performed some daredevil tricks. Their record is 103 meters higher than the previous one set in Mexico City in December 2016.

2. Domination of Europe's top-10 highest skyscrapers

7 out of 10 Europe’s highest skyscrapers are located in Moscow-City. Earlier, the  ‘Federation Tower’ complex’s ‘Vostok’ (“East”) skyscraper was the considered the tallest in Europe.

Left to right: the lower of the ‘Neva Towers’ (296 m), Commerzbank Tower in Frankfurt (300 m), Gorod Stolits (“City of Capitals”) Moscow tower (302 m), Eurasia tower (309 m), The Shard’ skyscraper in London (310 m), Mercury City Tower (339 m), Neva Towers (345 m).

However, in 2018, the construction of the 462 meter tall ‘Lakhta Center’ in Saint-Petersburg was completed, pushing ‘Vostok’ (374 m) into 2nd place. The 3rd place is taken by OKO’s southern tower (354 m).

3. The unrealized ‘Rossiya’ tower

If all the building plans of Moscow-City were realized, the ‘Lakhta Center’ in St. Petersburg wouldn't have a chance to be Europe's highest skyscraper. Boris Tkhor, the architect who designed the concept of Moscow-City, had planned for the ‘Rossiya’ tower to be the tallest. In his project, it was a 600 meter tall golden cylindrical skyscraper ending with a spire that was inspired by traditional Russian bell towers. Then, the project was reinvented by famous British architect Sir Norman Foster. He had designed ‘Rossiya’ as a pyramid ending with a spire. The skyscraper itself would have been 612 meters tall, and the height including the spire would have reached 744,5 meters (for comparison, the ‘Burj Khalifa’ in Dubai, UAE, would have been just 83,5 meters taller). Unfortunately, the investors faced a lot of economic problems, due to the 2008 financial crisis, so the ‘Rossiya’ skyscraper was never built. A shopping mall and the ‘Neva Towers’ complex was constructed at its place in 2019.

4. Changed appearance of ‘Federation Tower’

In its first project, the ‘Federation Tower’ was designed to resemble a ship with a mast and two sails. The mast was to be represented by a tall glass spire with passages between the towers. It was planned to make a high-speed lift in it. The top of the spire was going to be turned into an observation deck. But the ship lost its mast in the middle of its construction. Experts at the Moscow-city Museum based in the ‘Imperia’ (“Empire”) tower say, that the construction of the spire was stopped, firstly, due to fire safety reasons and secondly, because it posed a threat to helicopter flights – the flickering glass of the spire could potentially blind the pilots. So, the half-built construction was disassembled. However, an observation deck was opened in the ‘Vostok’ tower.

5. Open windows of ‘Federation Tower’

We all know that the windows of the upper floors in different buildings don’t usually open. Experts say that it’s not actually for people’s safety. Falling from a big height is likely to be fatal in any building. The actual reason is the ventilation system. In a skyscraper, it’s managed with a mechanical system, and the building has its own climate. But in the ‘Zapad’ (“West”) tower of the ‘Federation Tower’ complex, the windows can open. The 62nd and last floor of the tower are taken up by a restaurant called ‘Sixty’. There, the windows are equipped with a special hydraulic system. They open for a short period of time accompanied by classical music, so the guests can take breathtaking photos of Moscow.

6. Broken glass units of ‘Federation Tower’

The guests of the ‘Sixty’ restaurant at the top of the ‘Zapad’ tower can be surprised to see cracked glass window panes. It is particularly strange, if we take into consideration the special type of this glass. It is extremely solid and can’t be broken once installed. For example, during experiments people threw all sorts of heavy items at the windows, but the glass wouldn’t break. The broken glass units of ‘Zapad’ were already damaged during shipment . As each of them is curved in its own way to make the tower’s curvature smooth, making a new set of window panes and bringing them to Russia was deemed too expensive . Moreover, the investors had financial problems (again, due to the 2008 financial crisis), so the ‘Vostok’ tower even stood unfinished for several years. Eventually, the cracked window panes were installed in their place.

7. The highest restaurant in Europe

‘Birds’, another restaurant in Moscow-City, is remarkable for its location. It was opened at the end of 2019 on the 84th floor of the ‘OKO’ complex’s southern tower. Guests at the restaurant can enjoy an amazing panoramic view at a height of 336 meters. On January 28, the experts of ‘Kniga Recordov Rossii’ (“Russian Records Book”) declared ‘Birds’ the highest restaurant in Europe, a step toward an application for a Guinness World Record.

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Moscow Travel Guide

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Why travel to Moscow

Contrasts: 12th century monasteries and some of the tallest skyscrapers in Europe can be found side-by-side in this complex and captivating city. The diversity of this mega-city is astounding. Only a few steps away from the solemn red facade of the Kremlin and the sounds of righteous church bells, a buzzing night scene and alternative-fashion boutiques can be found.

Culture: In Moscow only the best goes. Be it a theatre, restaurant or gallery, the standards are certain to be world-class. The Bolshoi ballet company is reputed to be even better than the Mariinsky’s and “MMOMA” (Moscow’s museum of modern art) exhibits works of art as profound as any that could be found in the famed MOMA.

Convenience: Unlike the rest of Russia, it’s easy enough to get by with just English in Moscow and, driving excepted, it is surprisingly safe: the murder rate is lower than in some of America’s major cities.

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Reasons to Vacation in Moscow in 2022

The Bolshoi theatre is familiar to almost everyone as Russia’s grandest theatre, but what people don’t know is that there are many more bolshoi (big) sites in Moscow that are worth travelling all the way to Moscow to see. For more than 100 years, the world’s biggest bell has been hidden behind the Kremlin’s walls and inside Moscow’s main park (which is bigger than some countries!) there is the world’s largest outdoor ice-rink. Travelers that visit Moscow can stay at the Izmailovo, Europe’s biggest hotel, then eat at the largest and most historic McDonald’s in Europe and after that have fun at the largest European indoor theme park!

Ancient Past & Stunning Architecture:

As those who travel to Moscow will see, just because Moscow is a city of record-breaking, glitzy high-rises doesn’t mean that there is no history. On the famous Arbat street, time-worn, wooden storehouses and century-old churches are squashed up against grey, soviet blocks which are then towered over by 21st century office-blocks. Unlike its much younger sibling, St Petersburg, Moscow’s roots stretch way back to the 12th century. Within the walls of the Kremlin, the city’s oldest building the Cathedral of Assumption can be admired in all its 500+ years of age.

Culture & Convenience

For a foreigner who has never visited Russia, Moscow is the perfect stepping stone into this great land of mystery. From the country’s best classical ballet troupes to snow-white troikas trotting through the parks, all the highlights of Russian culture can be had in Moscow without any of the complications that would be expected in other, less developed regions of Russia.

Cheap as Caviar

In Moscow, everything is bargain when with the current foreign exchange rates being what they are. Even caviar doesn’t seem so dear when the exchange rate is at 60rub to the dollar, so go on indulge yourself! Take your 2022 vacation in Moscow and have the best of both worlds, with European luxury at very affordable prices.

Lena, our guide in Moscow was excellent. She was very knowledgable and could answer any question we had for her. We liked that she could pick up on our interests and take us places we might not have thought of to go. When we realized that one of the places we had chosen to see would probably not be that interesting to us, she was able to arrange entry to the Diamond Fund and the Armoury for us. Riding the Metro with Lena was a real adventure and a lot of fun. In Saint Petersburg we found Anna well versed in the history of the Tsars and in the Hermitage collection. Arkady in Veliky Novgorod was a very good guide and answered all of our questions with ease. Novgorod was perhaps a long way to go for a day trip, but we did enjoy it. Vasily was a great driver to have and kept us safe with good humour and skill. We enjoyed ourselves so much, my daughter says she is already planning to return. We would both have no hesistation to recommend ExpresstoRussia to anyone we know.

Just wanted to let you know that My grandson Bruno and I couldn´t have been more pleased with our week in Moscow (6/15 - 6/21). We were absolutely enchanted with the whole experience, including getting lost a couple of times in the Metro during our free time. Although both our guides (both Eleanas) were excellent, I would particularly commend the first one (she took us to the Tatiakov, the KGB tour, and to that beautiful cemetery where so many great Russian artists, authors, composers, musicians, militarists, and politicians are buried). Her knowledge is encyclopedic; and her understanding of today´s Russia as a product of its past was, for us, truly enlightening. I will be taking another tour in Russia, with my wife, within the next two or three years. I will be in touch with you when the time comes. Meanwhile, I will refer you to other potential visitors to Russia as I meet them.

We had a great time both in Moscow and St Petersburg. Your travel agency was excellent in coordinating the whole trip. Everything worked like clockwork. The guides assigned to us were very nice and friendly. They had a great knowledge of their subjects. The cars and the drivers were great. The hotels were good and the itinerary was good. All in all, it was a wonderful experience. It was nice dealing with you and your company. Thank you very much for a great Russian experience. Have a great future ahead

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Can i add travellers to my existing booking you cannot add travellers to your existing reservation so you will need to make a new booking for the additional travellers. for new booking, best available rate will apply., how can i pay for the charges associated with changing my booking any charges incurred by changing your booking will be charged to the same card used to pay for the original booking., if i make a mistake in my booking what can i do please log in to our “ manage my bookings “ page where you can chat with us mon-fri from 11:00am – 07:00pm eastern time., do refunds within 24 hours apply to all airlines not all airlines accept refunds within 24 hours. please refer to the cancellation policy on your itinerary or contact us., what do i do if i need to change or cancel my booking to change or cancel your booking please log in to our “ manage my bookings “ page where you can chat with us mon-fri from 11:00am – 07:00pm eastern time.   airline or supplier charges and cancellation fees may apply. refunds will only be provided by the airline or supplier in accordance with their terms and conditions. refunds can take up to eight weeks to process. we will advise you of any extra charges or fees that will apply to your refund. refund payments will be made to the original form of payment..

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How does your site arrange search results our site automatically sorts results by the least expensive option based on your search criteria. if you are a centurion member or platinum cardmember searching for a hotel, the site will show the fine hotels + resorts and the hotel collection properties first., do i need to be registered with american express to make a booking no, you can still make a booking without being registered with an american express online account.  however if you wish to use membership reward points and/or other benefits of your card, you need register an online account., can i make a booking for someone else yes, cardmembers making a reservation for a third party are required to log into their american express on-line account before making the reservation.  , i’m having issues completing a booking on the site, what should i do if you are experiencing problems completing a booking on the american express travel website, please try again after clearing your cookies or try an alternative web browser. if the problem persists please  contact us . , what if my american express card/account isn't found in the drop down menu during check-out you must be logged in and have your american express card(s) registered online for your card(s) to appear in the card drop down list on the purchase page for air, car, and/or hotel reservations. if you’ve logged in and your american express card(s) is still not appearing in the drop down list, you can enter it manually for payment, or call the number on the back of your card for assistance., how will i know my booking has been confirmed we’ll confirm your booking with an itinerary confirmation email. if you do not receive this within 24 hours of making your reservation please  contact us ., why did i not receive an email after completing my reservation once your booking is complete american express travel online will send an e-mail to confirm your booking. it may take up to 30 minutes to receive it.                     if you do not receive your booking confirmation email within 24 hours of making your reservation, please  contact us ., i saw a lower fare on another website, can you match their price no, we do not offer price matching..

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A History of Moscow in 13 Dishes

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