I need some help / advise please. Ok here is what happened:
I booked a business class ticket with Turkish Air on 16 April on their website with my ANZ Amex FF. It was for departure 20 April from Kuala Lumpur to Accra with a stop over in Istanbul. The reservation and eticket was issued. I checked the flight on Turkish Airlines website prior to departing for the airport, with no problems.
At the airport I was told my ticket was cancelled and refunded due to a suspected fraud on my ANZ Amex. I received no notification of this. The flight was fully booked and I was advised that any new tickets must be booked via the ticketing office in Kuala Lumpur. It was near midnight so I caught a taxi to a hotel.
The next day I went in person and was told they could not help me but they called customer service so we could speak on the phone. They could not book me on a flight for another two days and the cost would be an additional 6k USD. They claimed my bank was fully responsible for this and accepted no fault. I requested to rebook at the original rate and this was refused. I told them I was not satisfied with the service and they told me very bluntly that if I was not happy with their service then I didn't have to fly with them.
I was required for a meeting in Accra on 23rd April and booked an Emirates ticket which cost 4k USD more than the original fare by Turkish Air. Emirates would not accept my ANZ Amex, so I paid via Visa Debit.
I rang ANZ and they told me payment was rejected by Turkish Air and Emirates because I did not enter in the expiry code. This is not the case, as I can see the expiry code on the invoices from both airlines.
I would like some opinions on:
- should I pursue Turkish Airlines or ANZ for this issue? If so, what is the best way to do this?
- should I try and claim this from my travel insurance?
Seems both the bank as well as the airline offered you a bad service here.
Usually the bank calls if your details with them are up to date.
I think they also have an option on their Internet Banking to let them know when you travel,
to avoid rejected transaction because of suspeced Fraud.
Next time it would be worth to call AMEX, as they have all this advertisement of helping out in these situations.
Some ANZ FF AMEX have a travel insurance included. Another option ?
Travel insurance (Option 2) sounds the easier option to go….
Disclaimer: Have no experience with such a case myself. Just gut feeling….