Advice for a huge ticket screwup
Tried to purchase BC tickets to Japan through Japan Airlines. Had a LOT of problems with the site, page not found, site down for maintenance, etc. This went on for a couple of days. Finally went through Amex travel portal and booked tickets. Found I had a date conflict the next morning and cancelled the long haul on JA, domestic hop to hub, and one hotel stay. No problem.
Rebooked for a new date a couple days later through Amex again. Saw that the flight was still showing as current but when you cancel, it DOES say that it can take a few days to recredit you for the fare. It has been a week and I went back to Amex to build in our hotel stays and the flight was still showing as current (so two flights on different dates!). Called Amex and they confirmed that the flight was never cancelled. I almost died. Representative contacted JA and they would not refund for the tickets. No consideration, and no fucks given that it is a pretty obvious error. I didn't jump to another airline then cry about not getting my refund.
I had paid the upcharge to make the tickets transferable but not refundable (cost was a crazy amount). I know there is certainly some personal responsibility here but they clearly show TWO separate ticket purchases, both business class and full fare. Is it unrealistic to think that some grace could be given here by the airline?
I would appreciate any insight on how to, perhaps, escalate this issue to the right people at JA that might help. The rep from Amex travel is giving it another crack at it but I am not hopeful.