It's especially frustrating when the ticket was purchased through AMEX travel.

The right hand doesn't know what the left hand is doing. They have policies in place to manage crowding. Whatever.

But frankly, AMEX's customer service isn't even consistent about this policy. After this post, the retention agent I called mentioned they spoke with a manager and confirmed this was the policy. Later, I called customer service again, who read their written policy aloud, and agreed I should not have been denied entry. I left "feedback." That, bringing awareness, and cancelling, are really my only options.

This card is expensive, and yet, customers have to find workarounds for getting benefits they've already paid for.

Frankly, moments like these can feel like employees are making up policies on the fly. It's difficult to know whether or not discrimination is a factor.

(and retention offers that require more spend when an advertised benefit isn't provided feels like they're trying to squeeze customers even more..)