I booked airline tickets today through American Express Platinum Travel Services. I used some of our accumulated American Express points to buy our tickets. The American Express associate confirmed that she would book our flights and assured me that I would receive a confirmation email within five minutes. I never saw an email. After following up, I learned that our reservation was never made. The irony is that the associate made other changes to our reservation, but did not ticket the flights.
With a follow-up phone call, another agent ticketed our flights and we were fortunate that there were no changes to the reservation.
In the past, American Express has provided excellent service making travel arrangements for us including airline, dining and theatre reservations. I suspect that today’s incident is unique.