To: █████████████████ ████████████████████
From: Natalia Molotkova
Sent: Thur 4/11/2019 8:32:24 PM
Subject: ███████████████-Please quickly...

Title: American Express ®

Let me check if exchange was done already.

Regards,
Natalia (Natasha) Molotkova

Centurion Relationship Manager

Hours: Mon through Friday 9AM-530PM EST

Any possibles on this? I'm headign to NY for a charity event. I feel I've been working on This ticket since last during and then again early this morning and all day today. Probably cause I have. 7

Sent from my iPhone

Sorry, forgot, we booked her from JFK, disregard, please.

## Regards,

Natalia (Natasha) Molotkova

Centurion Relationship Manager

Hours: Mon through Friday 9AM-530PM EST

This still says Miami airport departure. We need her to depart NY. She is going to NY on Sunday 14! NY to Moscow on Tues around 5pm?!

Sent from my iPhone

What about this one?

Regards,

## Regards, (cont.)

- Sender: Natalia (Natasha) Molotkova — Centurion Relationship Manager
- Office hours: Mon–Fri 9AM–5:30PM EST
- Redacted contact blocks present (black bars)

- Action/instruction:
  - Issue ticket as "economy flex"
  - Passenger must call Aeroflot bonus desk to request upgrade (some seats available for money; upgrade not confirmed)
  - "Your response is required to complete this reservation. Prices and availability are subject to change."
  - Please reply to this email with authorization to proceed

- Fare & rules:
  - Total air reservation, including taxes and fees: $1001.60
  - Ticket is refundable; changes subject to difference in fare

- Flight details:
  - Tue, 16 Apr — Aeroflot 111 — Economy — 11h 15m
  - Depart: Miami Airport (MIA) at 6:00 pm (16 Apr)
  - Arrive: Moscow Sheremetyevo Airport (SVO) at 12:15 pm (on 17 Apr)

- Closing lines:
  - "OK, checking Tuesday."
  - Regards, Natalia (Natasha) Molotkova — Centurion Relationship Manager

## Regards, (cont.)

Hours: Mon through Friday 9AM-530PM EST

Ok. Good deal. Thank you for the research. I'll have her call the line. But we are taking about a flight on TUESDAY now. Not Sunday (I k ow. Hard to keep up)

Sent from my iPhone

I spoke to Aeroflot - flex fare - it is Aeroflot she is talking about, let me see, if I can even book it this way on my end. As fro now business sold out, but she can call Aeroflot mileage line, once ticket is issued, and put herself on wait list? Not sure how Aeroflot works. They will not talk to me on mileage line. Let me first try to price it as flex fare.

## Regards,

Natalia (Natasha) Molotkova

Centurion Relationship Manager

Hours: Mon through Friday 9AM-530PM EST

Of course. I looked and Jet Blue has such a fare. I think it is the fate where you can choose a seat and check a bag. So always a little more. But I think that is the economy seat you always give me.

Sent from my iPhone

I am not sure what economy flex, sounds like Aeroflot, I don't know. Usually flex means refundable. I can call Aeroflot, not sure how long it will take, please be patient.

Regards,

Natalia (Natasha) Molotkova

Centurion Relationship Manager

Hours: Mon through Friday 9AM-530PM EST

## Regards, (cont.)

- Sender: Natalia (Natasha) Molotkova — Centurion Relationship Manager. Contact details redacted. Hours: Mon–Fri 9:00 AM–5:30 PM EST.
- Passenger questions:
  - What is “Economy Flex”? Is it only on Aeroflot?
  - Is Economy Flex better than standard economy / similar to premium economy?
  - If purchased, is it easier to upgrade to Business?
  - Does it include checked bag and seat selection?
- Routing/flight notes:
  - Check Aeroflot connecting flights from West Palm Beach (PB) via JFK for upgrade availability.
  - “You said Miami — there is only one direct flight: Aeroflot.”
  - Travel date referenced: Sunday the 14th (PB → Moscow).
- Availability/response:
  - Business class is sold out on flights out of PB for the referenced date — no upgrades available.
  - Agent will price Economy Flex.

## Regards, (cont.)

Hours: Mon through Friday 9AM-530PM EST

Morning....can you tell me if there is any flight on Sunday April 14 from Miami to Moscow where we can purchase an economy seat and then the passenger can upgrade herself to biz? and if she does, how much money it would cost her to do so.? Is there any flight that has 'economy flex'?

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American Express uses 3rd party concierge service providers who are not authorized to act on behalf of American Express and you acknowledge that American Express is in no way responsible or liable for the actions of the service provider and the only remedy for any claims relating to services or products provided by the service provider is against the service provider and not against American Express. You are responsible for any purchases, shipping charges and/or fees you authorize. We reserve the right to note profile and preference data for servicing purposes.

What about this one?

Regards,
Natalia (Natasha) Molotkova
Centurion Relationship Manager
Hours: Mon through Friday 9AM-530PM EST

OK, once we issue ticket as economy flex, she will have to call Aerpf lot bonus desk, or whatever they call it, and request upgrade (there are some seats available for money, not sure about upgrade):

Your response is required to complete this reservation. Prices and availability are subject to change.

• Total air reservation, including taxes and fees: $1001.60.
• Ticket is refundable, changes are subject to difference in fare.
• Tue, 16 Apr - Aeroflot 111 - Economy - 11h 15m
Departing: Miami Airport (MIA) at 6:00 pm
Arriving: Moscow Sheremetyevo Airport (SVO) at 12:15 pm (on the 17 Apr)

## Regards, (cont.)

Please reply to this email and provide your authorization to proceed.

Regards,
Natalia (Natasha) Molotkova
Centurion Relationship Manager
[REDACTED]
[REDACTED]
Hours: Mon through Friday 9AM-530PM EST

OK, checking Tuesday.

Regards,
Natalia (Natasha) Molotkova
Centurion Relationship Manager
[REDACTED]
Hours: Mon through Friday 9AM-530PM EST

Ok. Good deal. Thank you for the research. I'll have her call the line. But we are taking about a flight on TUESDAY now. Not Sunday (I k ow. Hard to keep up)
Sent from my iPhone

I spoke to Aeroflot - flex fare - it is Aeroflot she is talking about, let me see, if I can even book it this way on my end. As fro now business sold out, but she can call Aeroflot mileage line, once ticket is issued, and put herself on wait list? Not sure how Aeroflot works. They will not talk to me on mileage line. Let me first try to price it as flex fare.

Regards,
Natalia (Natasha) Molotkova
Centurion Relationship Manager
[REDACTED]
[REDACTED]

## Regards, (cont.)

Hours: Mon through Friday 9AM-530PM EST

Of course. I looked and Jet Blue has such a fare. I think it is the fate where you can choose a seat and check a bag. So always a little more. But I think that is the economy seat you always give me.

Sent from my iPhone

I am not sure what economy flex, sounds like Aeroflot, I don't know. Usually flex means refundable. I can call Aeroflot, not sure how long it will take, please be patient.

Regards,
Natalia (Natasha) Molotkova

Centurion Relationship Manager



Hours: Mon through Friday 9AM-530PM EST

can you tell me what Economy Flex is? Is it only available on Aeroflot? if you purchase 'economy flex' is it easier to upgrade to biz? As far as I can tell you never even offer such a price tag to me...? I have heard of premium economy...biz and then first seats...is it when you get to 'check a bag and choose your seat'?

never mind...I recall she hates flying through JFK..

sure, check Aeroflot connecting flight from West Palm Beach through JFK for upgrade available...thanks

You said Miami and there is only one direct flight - Aeroflot, check connecting flights from West Palm Beach? Via JFK?

Regards,
Natalia (Natasha) Molotkova

Centurion Relationship Manager

## Regards, (cont.)

Hours: Mon through Friday 9AM-530PM EST

so there are NO BIZ seats on any flights out of PB on Sunday 14th to Moscow?
what is economy flex? is that a better seat than economy seat? if so, yes, price it for me if it
exists. however, she still could not upgrade herself to BIZ since all BIZ seats are sold out, right?

Business class is sold out, so no upgrades available. Pricing economy flex.

Business class is sold out, so no upgrades available. Pricing economy flex.

## Regards,

Natalia (Natasha) Molotkova

Centurion Relationship Manager

Hours: Mon through Friday 9AM-530PM EST

Morning...can you tell me if there is any flight on Sunday April 14 from Miami to Moscow where we can purchase an economy seat and then the passenger can upgrade herself to biz? and if she does, how much money it would cost her to do so.? Is there any flight that has 'economy flex'?

Privacy Statement | Visit the Centurion Card website

American Express uses 3rd party concierge service providers who are not authorized to act on behalf of American Express and you acknowledge that American Express is in no way responsible or liable for the actions of the service provider and the only remedy for any claims relating to services or products provided by the service provider is against the service provider and not against American Express. You are responsible for any purchases, shipping charges and/or fees you authorize. We reserve the right to note profile and preference data for servicing purposes.

[x]

Thx

Sent from my iPhone

Sorry, forgot, we booked her from JFK, disregard, please.

## Regards, (cont.)

Natalia Molotkova, Centurion Relationship Manager, mentions the need for a flight departing from NY instead of Miami. The flight details are:
*   Total cost: $1001.60
*   Ticket refundable.
*   Aeroflot 111, Economy
*   Departs Miami Airport (MIA) on April 16 at 6:00 PM
*   Arrives Moscow Sheremetyevo Airport (SVO) on April 17 at 12:15 PM
The sender requests authorization to proceed with the reservation.

## Regards, (cont.)

- Sender: [REDACTED] — Title: Centurion Relationship Manager
- Contact details: several contact lines present but redacted/black bars in image
- Office hours (repeated): Mon through Friday 9AM–5:30PM EST
- Repeated signature blocks appear multiple times

Key message content:
- "OK, checking Tuesday."
- Plan: change/confirm flight to TUESDAY (not Sunday)
- Airline discussed: Aeroflot — considering a "flex fare"
- Status: business class sold out now; option to call Aeroflot mileage line to request waitlist once ticket issued
- Action: sender will first try to price it as a flex fare
- "Sent from my iPhone" present in message text

## Regards, (cont.)

Of course. I looked and Jet Blue has such a fare. I think it is the fate where you can choose a seat and check a bag. So always a little more. But I think that is the economy seat you always give me.

Sent from my iPhone

I am not sure what economy flex, sounds like Aeroflot, I don't know. Usually flex means refundable. I can call Aeroflot, not sure how long it will take, please be patient.

## Regards,

Natalia (Natasha) Molotkova

Centurion Relationship Manager



Hours: Mon through Friday 9AM-530PM EST

can you tell me what Economy Flex is? Is it only available on Aeroflot? if you purchase 'economy flex' is it easier to upgrade to biz? As far as I can tell you never even offer such a price tag to me...? I have heard of premium economy...biz and then first seats...is it when you get to 'check a bag and choose your seat'?

never mind...I recall she hates flying through JFK..

sure, check Aeroflot connecting flight from West Palm Beach through JFK for upgrade available...thanks

You said Miami and there is only one direct flight - Aeroflot, check connecting flights from West Palm Beach? Via JFK?

Regards,

Natalia (Natasha) Molotkova

Centurion Relationship Manager



Hours: Mon through Friday 9AM-530PM EST

## Regards, (cont.)

- Messages/questions:
  - “So there are NO BIZ seats on any flights out of PB on Sunday 14th to Moscow?”
  - “What is economy flex? Is that a better seat than economy seat? If so, yes, price it for me if it exists.”
  - “Can the passenger buy an economy seat then upgrade herself to BIZ? If she does, how much would it cost? Is there any flight that has ‘economy flex’?”
  - “Morning... can you tell me if there is any flight on Sunday April 14 from Miami to Moscow where we can purchase an economy seat and then the passenger can upgrade herself to biz?”
  - “What about this one?”

- Reply / key info:
  - “Business class is sold out, so no upgrades available.”
  - “Pricing economy flex.” (i.e., quote/pricing to be provided for economy flex)

- Entities / signatures:
  - Sender: Natalia (Natasha) Molotkova — Centurion Relationship Manager (American Express)
  - Hours: Mon through Friday 9AM–5:30PM EST
  - Contact details present but redacted in image

- Other:
  - American Express privacy/footer and phishing-report URL included.

## Regards, (cont.)

## Hours: Mon through Friday 9AM-530PM EST

OK, once we issue ticket as economy flex, she will have to call Aerpflot bonus desk, or whatever they call it, and request upgrade (there are some seats available for money, not sure about upgrade):

Your response is required to complete this reservation. Prices and availability are subject to change.

• Total air reservation, including taxes and fees: $1001.60.

• Ticket is refundable, changes are subject to difference in fare.

• Tue, 16 Apr - Aeroflot 111 - Economy - 1 1 h 15m Departing: Miami Airport (MIA) at 6:00 pm Arriving: Moscow Sheremetyevo Airport (SVO) at 12:15 pm (on the 17 Apr)

Please reply to this email and provide your authorization to proceed.

## Regards,

Natalia (Natasha) Molotkova

Centurion Relationship Manager

Hours: Mon through Friday 9AM-530PM EST

OK, checking Tuesday.

## Regards,

Natalia (Natasha) Molotkova

Centurion Relationship Manager

Hours: Mon through Friday 9AM-530PM EST

## Regards, (cont.)

Ok. Good deal. Thank you for the research. I'll have her call the line. But we are taking about a flight on TUESDAY now. Not Sunday (I k ow. Hard to keep up)

Sent from my iPhone

I spoke to Aeroflot - flex fare - it is Aeroflot she is talking about, let me see, if I can even book it this way on my end. As fro now business sold out, but she can call Aeroflot mileage line, once ticket is issued, and put herself on wait list? Not sure how Aeroflot works. They will not talk to me on mileage line. Let me first try to price it as flex fare.

## Regards,

Natalia (Natasha) Molotkova

Centurion Relationship Manager

Hours: Mon through Friday 9AM-530PM EST

Of course. I looked and Jet Blue has such a fare. I think it is the fate where you can choose a seat and check a bag. So always a little more. But I think that is the economy seat you always give me.

Sent from my iPhone

I am not sure what economy flex, sounds like Aeroflot, I don't know. Usually flex means refundable. I can call Aeroflot, not sure how long it will take, please be patient.

Regards,

Natalia (Natasha) Molotkova

Centurion Relationship Manager

Hours: Mon through Friday 9AM-530PM EST

can you tell me what Economy Flex is? Is it only available on Aeroflot? if you purchase 'economy flex' is it easier to upgrade to biz? As far as I can tell you never even offer such a price tag to me...? I have heard of premium economy...biz and then first seats...is it when you get to 'check a bag and choose your seat'?

## Regards, (cont.)

Key Information:

*   Flight Preferences: Client dislikes flying through JFK.
*   Flight Search Requests:
    *   Connecting Aeroflot flight from West Palm Beach through JFK.
    *   Connecting flights from West Palm Beach via JFK, if no direct flight from Miami.
    *   Flight on Sunday April 14 from Miami to Moscow.
*   Business Class Availability: Business class is sold out, no upgrades available.
*   Inquiry: About "economy flex" seat.
*   Contact: Natalia (Natasha) Molotkova, Centurion Relationship Manager.
*   Hours: Monday through Friday 9AM-5:30PM EST.

## Regards, (cont.)

Key Information:

*   **Initial question**: Can an economy seat be upgraded to business class, and what would it cost? Any 'economy flex' flights?
*   **Mistake**: The flight was booked from JFK initially, but the departure airport needs to be NY.
*   **Flight Details**: Passenger arrives in NY on Sunday 14, then flies from NY to Moscow on Tuesday around 5 pm.
*   **Possible Solution**: Issue ticket as economy flex and call Aeroflot for upgrade options.
*   **Contact**: Natalia (Natasha) Molotkova, Centurion Relationship Manager. Hours: Mon-Fri, 9AM-5:30 PM EST.

## Regards, (cont.)

not sure about upgrade):

Your response is required to complete this reservation. Prices and availability are subject to change.

• Total air reservation, including taxes and fees: $1001.60.

• Ticket is refundable, changes are subject to difference in fare.

• Tue, 16 Apr - Aeroflot 111 - Economy - 11h 15m Departing: Miami Airport (MIA) at 6:00 pm Arriving: Moscow Sheremetyevo Airport (SVO) at 12:15 pm (on the 17 Apr)

Please reply to this email and provide your authorization to proceed.

## Regards,

Natalia (Natasha) Molotkova

Centurion Relationship Manager

Hours: Mon through Friday 9AM-530PM EST

OK, checking Tuesday.

## Regards,

Natalia (Natasha) Molotkova

Centurion Relationship Manager

Hours: Mon through Friday 9AM-530PM EST

Ok. Good deal. Thank you for the research. I'll have her call the line. But we are taking about a flight on TUESDAY now. Not Sunday (I k ow. Hard to keep up)

Sent from my iPhone

## Regards, (cont.)

- Document: Email thread (Centurion Relationship Manager)
- Sender: [name redacted], Centurion Relationship Manager
- Email: [redacted]@centurion.com (domain: centurion.com)
- Office hours: Mon–Fri 9:00 AM–5:30 PM EST
- Signature contains two redacted/black bars
- Notes / key content:
  - Discussing Aeroflot "flex" / "economy flex" fare — uncertainty if it’s Aeroflot-specific; usually “flex” implies refundable.
  - Business class sold out; agent can call Aeroflot mileage line and try to put passenger on a waitlist once ticket issued.
  - Agent will try to price as a flex fare; not sure how Aeroflot handles mileage line calls.
  - JetBlue has a fare that allows seat selection and checked bag (slightly more); likely the economy seat usually assigned.
  - Recipient asks: What is Economy Flex? Only on Aeroflot? Easier to upgrade to business if purchased? Mentions premium economy / business / first seats and choosing seat when checking a bag.
  - Passenger reportedly hates flying through JFK.
  - Suggestion: check Aeroflot connecting flight from West Palm Beach through JFK for upgrade possibilities.
- Misc: "Sent from my iPhone" appears in thread.

## Regards, (cont.)

- Sender: Natalia (Natasha) Molotkova — Centurion Relationship Manager  
  - Email: natalia.molotkova@centurion.com  
  - Hours: Mon–Fri 9AM–5:30PM EST  
  - Some contact lines redacted in image

- Context: American Express / Centurion concierge email thread (Privacy statement / 2015 American Express footer visible)

- Key messages / questions from client:
  - Verify flights for Sunday, April 14 from Miami (or West Palm Beach) to Moscow.
  - Note: “You said Miami and there is only one direct flight - Aeroflot” — request to check connecting flights from West Palm Beach via JFK.
  - Are there any business-class (BIZ) seats on flights out of PB (Palm Beach) on Sunday 14th to Moscow?
  - What is “economy flex”? Is it a better seat than economy and what is the price? If an economy flex fare exists, could the passenger later upgrade to business and what would that cost?

- Response included in thread:
  - “Business class is sold out, so no upgrades available. Pricing economy flex.”

- Action requested / next steps implied:
  - Check connecting flight options (West Palm Beach → via JFK) and pricing/availability for economy flex and potential upgrade costs.

## Regards, (cont.)

and you acknowledge that American Express is in no way responsible or liable for the actions of the service provider and the only remedy for any claims relating to services or products provided by the service provider is against the service provider and not against American Express. You are responsible for any purchases, shipping charges andior fees you authorize. We reserve the right to note profile and preference data for servicing purposes. I <mark>'</mark>



What about this one?

Regards,
Natalia (Natasha) Molotkova

Centurion Relationship Manager

Hours: Mon through Friday 9AM-530PM EST

OK, once we issue ticket as economy flex, she will have to call Aerpflot bonus desk, or whatever they call it, and request upgrade (there are some seats available for money, not sure about upgrade):

Your response is required to complete this reservation. Prices and availability are subject to change.

• Total air reservation, including taxes and fees: $1001.60.

• Ticket is refundable, changes are subject to difference in fare.

• The, 16 Apr - Aeroflot 111 - Economy - 11h 15m Departing: Miami Airport (MIA) at 6:00 pm Arriving: Moscow Sheremetyevo Airport (SVO) at 12:15 pm (on the 17 Apr)

Please reply to this email and provide your authorization to proceed.

Regards,
Natalia (Natasha) Molotkova

Centurion Relationship Manager

Hours: Mon through Friday 9AM-530PM EST

## Regards, (cont.)

OK, checking Tuesday.

Regards,
Natalia (Natasha) Molotkova

Centurion Relationship Manager

Flours: Mon through Friday 9AM-530PM EST

Ok. Good deal. Thank you for the research. I'll have her call the line. But we are taking about a flight on TUESDAY now. Not Sunday (I k ow. Hard to keep up)

Sent from my iPhone

I spoke to Aeroflot - flex fare - it is Aeroflot she is talking about, let me see, if I can even book it this way on my end. As fro now business sold out, but she can call Aeroflot mileage line, once ticket is issued, and put herself on wait list? Not sure how Aeroflot works. They will not talk to me on mileage line. Let me first try to price it as flex fare.

Regards,

Natalia (Natasha) Molotkova

Centurion Relationship Manager



Hours: Mon through Friday 9AM-530PM EST

Of course. I looked and Jet Blue has such a fare. I think it is the fate where you can choose a seat and check a bag. So always a little more. But I think that is the economy seat you always give me.

Sent from my iPhone

I am not sure what economy flex, sounds like Aeroflot, I don't know. Usually flex means refundable. I can call Aeroflot, not sure how long it will take, please be patient.

## Regards, (cont.)

Regards,
Natalia (Natasha) Molotkova

Centurion Relationship Manager



Hours: Mon through Friday 9AM-530PM EST

can you tell me what Economy Flex is? Is it only available on Aeroflot? if you purchase 'economy flex' is it easier to upgrade to biz? As far as I can tell you never even offer such a price tag to me...? I have heard of premium economy...biz and then first seats...is it when you get to 'check a bag and choose your seat'?

never mind...I recall she hates flying through JFK..

sure, check Aeroflot connecting flight from West Palm Beach through JFK for upgrade available...thanks

You said Miami and there is only one direct flight - Aeroflot, check connecting flights from West Palm Beach? Via JFK?

Regards,

Natalia (Natasha) Molotkova

Centurion Relationship Manager



Hours: Mon through Friday 9AM-530PM EST

so there are NO BIZ seats on any flights out of PB on Sunday 14th to Moscow? what is economy flex? is that a better seat than economy seat? if so, yes, price it for me if it exists. however, she still could not upgrade herself to BIZ since all BIZ seats are sold out, right?

## Regards, (cont.)

Business class is sold out, so no upgrades available. Pricing economy flex.

## Regards,

Natalia (Natasha) Molotkova

Centurion Relationship Manager

Hours: Mon through Friday 9AM-530PM EST

Morning...can you tell me if there is any flight on Sunday April 14 from Miami to Moscow where we can purchase an economy seat and then the passenger can upgrade herself to biz? and if she does, how much money it would cost her to do so.? Is there any flight that has 'economy flex'?

<u>Pnvacy Statement I Visit the Centurion Card websIte</u>

American Express uses 3rd party concierge service providers who are not authorized to act on behalf of American Express and you acknowledge that American Express is in no way responsible or liable for the actions of the service provider and the N only remedy for any claims relating to services or products provided by the Service provider is against the senate provider and not against American Express. You are responsible for any purchases. shipping charges andrer fees you authorize. We reserve the right to note profile and preference data for servicing purposes.