Not upheld: promotional offer terms - failure to apply promotional credit complaint against American Express Services Europe Limited (AESEL)

Decision detail

Summary

Miss M complained that AESEL failed to apply a £300 promotional credit to her American Express Preferred Rewards Gold credit card after she made an airline booking for £891.76. AESEL denied the credit because Miss M did not use the designated link to the airline's website as required by the promotional terms. The ombudsman reviewed the promotional offer terms and found them to be clear and unambiguous in requiring direct transactions with the airline via the specified link. The ombudsman concluded AESEL had not made an error and did not uphold the complaint.

The Ombudsman's reasoning

The ombudsman reviewed the promotional offer terms and found them to be clear that the offer was only available via a direct transaction with the airline through a designated link. Although Miss M made a qualifying transaction amount (£891.76 exceeding the £700 threshold), she did not use the required method. The ombudsman found no ambiguity in the wording and concluded AESEL had not made an error or treated Miss M unfairly.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website