Comments on: Continental’s little PIN problem is fixed — finally! http://www.elliott.org/blog/continentals-little-pin-problem-is-fixed-finally/ The travel troubleshooter. Fri, 12 Mar 2010 23:58:02 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: MORT HERMAN http://www.elliott.org/blog/continentals-little-pin-problem-is-fixed-finally/comment-page-1/#comment-27653 MORT HERMAN Tue, 24 Nov 2009 15:39:52 +0000 http://www.elliott.org/?p=9563#comment-27653 Although I am not Russian, I do believe in the Russian proverb, "trust but verify". Especially when it comes to credit cards and airlines. Some years ago I made hotel reservations with Platinum Amex travel for a hotel in Mexico. All went well and I received a written confirmation from AMEX Platinum Travel. So far so good. A few days before my trip, I called the hotel to reconfirm (ostensibly to make sure all is well) and learned that the hotel had no such reservation. Remember, I was holding a written confirm-ation from AMEX - so I called them. The agent confirmed that they had received the confirmation from the hotel and then sent it to me. The agent called the hotel then called me back telling me he was shocked but added that he had taken the liberty of booking me with another hotel. He advised me that the rates would be higher but AMEX would credit me for the difference. I thought that was great (the agent did a fine job) and he advised me that he was making an entry in the computer file as to the situation and the credit. When I returned from the trip and received my AMEX statement, it showed no such credit. I called Platinum Amex and learned that the agent was no longer employed. I was also informed that the notation was indeed entered in my computer file but only a manager could approve it. I escalated to a manager who agreed that the notation was there but since the agent wasn't, he would (that's would - not could) not honor it. I advised him that i would sue AMEX and would withold any payments. (At that time, we were charging about $200,000 a year on our two Platinmum accounts). The current balance on that statement was about $10,000. He then decided to give me the credit and I remitted what I owed. This saga of AMEX is one of many over the years. The question is how come I stay with them. Answer: I like the Membership Miles program, we have a great deal of miles used and saved, but I always follow the Russian proverb, trust but verify. Very carefully. In God we trust - not credit cards and airlines. Mort Herman Although I am not Russian, I do believe in the Russian proverb, “trust but verify”. Especially when it comes to credit cards and airlines.

Some years ago I made hotel reservations with Platinum Amex travel for a hotel in Mexico. All went well and I received a written confirmation from AMEX Platinum Travel. So far so good. A few days before my trip, I called the hotel to reconfirm (ostensibly to make sure all is well) and learned that the hotel had no such reservation. Remember, I was holding a written confirm-ation from AMEX – so I called them. The agent confirmed that they had received the confirmation from the hotel and then sent it to me. The agent called the hotel then called me back telling me he was shocked but added that he had taken the liberty of booking me with another hotel. He advised me that the rates would be higher but AMEX would credit me for the difference. I thought that was great (the agent did a fine job) and he advised me that he was making an entry in the computer file as to the situation and the credit.

When I returned from the trip and received my AMEX statement, it showed no such credit. I called Platinum Amex and learned that the agent was no longer employed. I was also informed that the notation was indeed entered in my computer file but only a manager could approve it. I escalated to a manager who agreed that the notation was there but since the agent wasn’t, he would (that’s would – not could) not honor it. I advised him that i would sue AMEX and would withold any payments. (At that time, we were charging about $200,000 a year on our two Platinmum accounts). The current balance on that statement was about $10,000.

He then decided to give me the credit and I remitted what I owed. This saga of AMEX is one of many over the years. The question is how come I stay with them. Answer: I like the Membership Miles program, we have a great deal of miles used and saved, but I always follow the Russian proverb, trust but verify. Very carefully. In God we trust – not credit cards and airlines.

Mort Herman

]]> By: Christopher Elliott http://www.elliott.org/blog/continentals-little-pin-problem-is-fixed-finally/comment-page-1/#comment-27616 Christopher Elliott Mon, 23 Nov 2009 18:49:44 +0000 http://www.elliott.org/?p=9563#comment-27616 @Don, we are both correct. http://en.wikipedia.org/wiki/Trust,_but_verify @Don, we are both correct.

http://en.wikipedia.org/wiki/Trust,_but_verify

]]> By: Don http://www.elliott.org/blog/continentals-little-pin-problem-is-fixed-finally/comment-page-1/#comment-27615 Don Mon, 23 Nov 2009 18:42:03 +0000 http://www.elliott.org/?p=9563#comment-27615 "Trust but verify" is not a Russian proverb, but Pres Reagan's philosophy on US/Russian SALT II talks. “Trust but verify” is not a Russian proverb, but Pres Reagan’s philosophy on US/Russian SALT II talks.

]]> By: barbie45 http://www.elliott.org/blog/continentals-little-pin-problem-is-fixed-finally/comment-page-1/#comment-27609 barbie45 Mon, 23 Nov 2009 16:31:11 +0000 http://www.elliott.org/?p=9563#comment-27609 OOPS I mean not so thin skinned. OOPS I mean not so thin skinned.

]]> By: barbie45 http://www.elliott.org/blog/continentals-little-pin-problem-is-fixed-finally/comment-page-1/#comment-27608 barbie45 Mon, 23 Nov 2009 16:30:11 +0000 http://www.elliott.org/?p=9563#comment-27608 Chris , great job in solving that problem. Even more important thank you for giving us invaluable advice about contacts and procedures. Most of all than you for being fair an balance. You handle your clintale with respect and dignity. You are so thin- skinned to take constuctivecritisism. Chris , great job in solving that problem. Even more important thank you for giving us invaluable advice about contacts and procedures. Most of all than you for being fair an balance. You handle your clintale with respect and dignity. You are so thin- skinned to take constuctivecritisism.

]]> By: Kelly http://www.elliott.org/blog/continentals-little-pin-problem-is-fixed-finally/comment-page-1/#comment-27605 Kelly Mon, 23 Nov 2009 14:14:44 +0000 http://www.elliott.org/?p=9563#comment-27605 I expressed how disappointed I was and that I wanted to speak to her supervisor. She explained that she was a manager and she could not do anything more for me. So much for being a Customer Care manager. She should be written up. I expressed how disappointed I was and that I wanted to speak to her supervisor. She explained that she was a manager and she could not do anything more for me.

So much for being a Customer Care manager. She should be written up.

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