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Here's how getting a refund for a cancelled flight went with @AmericanExpress Travel:
1. Chat in the app, informed me I had to call
2. I called, and they told me I had to fill out an online form.
3. I filled out the online form
4. I got an e-mail that said I had to call
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1. Chat in the app, informed me I had to call
2. I called, and they told me I had to fill out an online form.
3. I filled out the online form
4. I got an e-mail that said I had to call
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5. I called, and spoke to someone who was very nice, and told me she would look into a refund.
6. She e-mailed me about 20 minutes later apologizing profusely. I had to contact LATAM directly through a form, which she gave me the link to and detailed instructions
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6. She e-mailed me about 20 minutes later apologizing profusely. I had to contact LATAM directly through a form, which she gave me the link to and detailed instructions
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7. I filled out the form from LATAM, and got an e-mail with a ticket number (hey, at least they didn't send the from straight to the trash). Still waiting for what happens next.
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8. We've now come full circle, and @LATAMAirlinesUS has informed me to contact @AmericanExpress Travel. I don't know whether to laugh or cry.
I feel bad, everyone I've talked to has been very nice, but also very exhausted. Damn if AmEx shouldn't be doing better here...
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I feel bad, everyone I've talked to has been very nice, but also very exhausted. Damn if AmEx shouldn't be doing better here...
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9. Complain on social media, and get @AskAmex to help, who agree to escalate to customer service department.
10. Get an e-mail the next day, that you can't reply to, that says Refund: $0.00.
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10. Get an e-mail the next day, that you can't reply to, that says Refund: $0.00.
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11. Ask @AskAmex again on Twitter, but this tell they tell you to go away. I guess I'll make a complaint with @USDOT, who knows if I'll ever get any money back from this :-(
https://twitter.com/AskAmex/status/1248660975923986432
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https://twitter.com/AskAmex/status/1248660975923986432
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