American Express Usually Responds to Complaints with Free Points

I’ve complained (on multiple occasions) to American Express when I saw posted on Flyertalk that there was a targeted bonus miles offer that wasn’t sent to me. I’ve written to their corporate office and I’ve used their online email messaging system. The online system is quicker and easier, but writing to their corporate office has yielded larger point bonuses.

I’ve also complained about new signup bonus offers that are larger than what I got when I first signup up for a card. American Express has been known to provide the difference in miles or points, or at least part of the difference, as a goodwill gesture.

It seems that most points-related complaints are met with free bonus points, at least in my experience (bear in mind that I’m a pretty high-volume charger).

Frugal Travel Guy gives another example of this phenomenon, this time a complaint that has nothing to do with miles and points.

The premise is that in your first month with a new Amex card (Delta, and SPG confirmed) you can not make an online payment until the paper bill is printed. So, if you want to free up your credit line, you have to mail them a payment.

Brent has proven twice ( DL and SPG) that Amex will reward you if you complain about this glitch in their system. He got 6000 Delta miles and 5000 SPG miles respectfully for his complaint.

Read Rick’s post for more on the problem that generated the complaint, and a sample message to American Express if you are a brand new cardholder.

I’m not suggesting making up complaints or milking this too far, but it is worth noting that American Express has been very geneerous with me, making me feel valued when they haven’t met my expectations. They’ve also been helpful in disputes, and I’m a big fan of their co-branded Starwood card and even their Membership Rewards program (I have little affinity for the co-branded Delta cards and would only recommend those if you need the elite qualifying miles that come based on spend levels). 

Just another reason I do value my relationship with American Express.

About Gary Leff

Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel - a topic he has covered since 2002. Co-founder of frequent flyer community Milepoint.com, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »

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