To: Amex Centurian
From: Lesley Groff
Sent: Thur 6/13/2019 4:30:40 PM
Subject: Re: Change flight for  again (REc . Loc )

hold up! she may want a different flight....

| Flight | Date | Route | Dep | Arr | Note (add collect) |
|---|---:|---|---:|---:|---:|
| SU 2574 | 16 JUN 2019 | SVO → LHR | 7:25 AM | 9:50 AM | add collect $137.00 |
| SU 2572 | 16 JUN 2019 | SVO → LHR | 2:45 PM | 4:50 PM | add collect $404.00 |
| SU 2584 | 16 JUN 2019 | SVO → LHR | 7:10 PM | 9:25 PM | add collect $272.00 |

- Sender: Natalia (Natasha) Molotkova — Centurion Relationship Manager
- Business hours: Mon–Fri 9:00 AM–5:30 PM EST
- Email thread timestamps: Jun 13, 2019 at 11:58 AM; 12:09 PM; 12:20 PM
- Other notes/messages:
  - "Should I check later than 9:50 am flights?"
  - Suggestion: "She can choose another flight, for example 5:40 am departure — same price will be."
  - Comment: "Ha! you sound like Yoda! Might there be another departure on Sunday same price besides this..." (truncated)
- Email addresses in image redacted.

Hours: Mon through Friday 9AM-530PM EST

Yes, $577.00 difference in fare, flight is almost sold out on new date.

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

██████ It's $577 to change? I thought we purchased a fully refundable ticket for her? (████████)

On Jun 13, 2019, at 11:47 AM, Natalia Molotkova <████████████████████████████████> w

Your response is required to complete this reservation. Prices and availability
• Total air reservation, including taxes and fees: $577.00.
• Ticket is refundable, changes are subject to difference in fare.
• Sun, 16 Jun - Aeroflot 2578 - Economy - 4h 15m
Departing: Moscow Sheremetyevo Airport (SVO) at 9:50 am
Arriving: London Heathrow Airport (LHR) at 12:05 pm

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

Hi Natasha...███ █████████ is asking to change her flight to Sunday June 16th if it i
Moscow to London SU2578 departing 9:50am arrive 12:05pm
possible?
or if not, then a late flight out on Saturday June 15. Let me know

Privacy Statement | Visit the Centurion Card website
To learn more about e-mail security or report a suspicious e-mail, please visit us at americanexpress.com/phishing.
© 2015 American Express. All rights reserved
American Express uses 3rd party concierge service providers who are not authorized to act on behalf of American Express and
responsible or liable for the actions of the service provider and the only remedy for any claims relating to services or products p
and not against American Express. You are responsible for any purchases, shipping charges and/or fees you authorize. We re
purposes.

Yourresponse is required to complete this reservation. Prices and availability are st:

- Total air reservation, including taxes and fees: $577.00.

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

• Sun, 16 Jun - Aeroflot 2578 - Economy - 4h 15m Departing: Moscow Sheremetyevo Airport (SVO) at 9:50 am Arriving: London Heathrow Airport (LHR) at 12:05 pm

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

Regards,
Natalia (Natasha) Molotkova
Centurion Relationship Manager
natalia.molotkov

Hours: Mon through Friday 9AM-530PM EST

Hi Natasha.. █████ ██████ is asking to change her flight to Sunday June 16th if it is availa

Moscow to London SU2578 departing 9:50am arrive 12:05pm

possible?

or if not, then a late flight out on Saturday June 15. Let me know

Privacy Statement | Visit the Centurion Card website
To learn more about e-mail security or report a suspicious e-mail, please visit us at americanexpress.com/phishing.
© 2015 American Express. All rights reserved
American Express uses 3rd party concierge service providers who are not authorized to act on behalf of American Express and you ackn
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
American Express. You are responsible for any purchases, shipping charges and/or fees you authorize. We reserve the right to note pro

She can shoes another flight, fro example 540am departure - same price will be.

## Regards,

Natalia (Natasha) Molotkova
Centurion Relationship Manager

## Regards, (cont.)

Hours: Mon through Friday 9AM-530PM EST

Key information from email thread:

*   **Subject:** Flight change request (Moscow to London)
*   **Correspondents:** Natalia (Natasha) Molotkova (Centurion Relationship Manager), unnamed person
*   **Original Flight (June 16):** Aeroflot 2578, Moscow (SVO) to London (LHR), 9:50 AM - 12:05 PM, Economy, 4h 15m. Cost $577.
*   **Request:** Change to Sunday, June 16, Moscow to London SU2578, 9:50 AM - 12:05 PM or a late flight out on Saturday June 15.
*   **Issue:** $577 fare difference, potential sell-out.
*   **Ticket Refundable:** Yes, but changes subject to fare difference.
*   **Natalia's Work Hours**: Monday - Friday, 9:00 AM - 5:30 PM EST

## Regards, (cont.)

Privacy Statement | Visit the Centurion Card website
To learn more about e-mail security or report a suspicious e-mail, please visit us at americanexpress.com/phishing.
© 2015 American Express. All rights reserved
American Express uses 3rd party concierge service providers who are not authorized to act on behalf of American Express and you acknowledge that you are 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 you and not against American Express. You are responsible for any purchases, shipping charges and/or fees you authorize. We reserve the right to use any information for any purposes.

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

	• Total air reservation, including taxes and fees: $577.00.

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

• Sun, 16 Jun - Aeroflot 2578 - Economy - 4h 1Sm Departing: Moscow Sheremetyevo Airport (SVO) at 9:50 am Arriving: London Heathrow Airport (LHR) at 12:05 pm

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

Regards,
Natalia (Natasha) Molotkova
Centurion Relationship Manager
natalia.molotkov

Hours: Mon through Friday 9AM-530PM EST

Hi Natasha...███ ████ is asking to change her flight to Sunday June 16th if it is available

Moscow to London SU2578 departing 9:50am arrive 12:05pm

possible?

or if not, then a late flight out on Saturday June 15. Let me know

Privacy Statement | Visit the Centurion Card website

To learn more about e-mail security or report a suspicious e-mail, please visit us at americanexpress.com/phishing.
© 2015 American Express. All rights reserved

American Express uses 3rd party concierge service providers who are not authorized to act on behalf of American Express and you acknowledge 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 th are responsible for any purchases, shipping charges andtor fees you authorize. We reserve the right to note profile and preference data for servicir

SU 2574 16JUN SVO LHR 725A 950A - add collect $137.00
Should I check later than 9:50 am flights?
Regards,

## Regards, (cont.)

Natalia (Natasha) Molotkova
Centurion Relationship Manager

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

Ha! you sound like Yoda! Might there be another departure on Sunday same price besides this super early f

On Jun 13, 2019, at 11:58 AM, Natalia Molotkova <blackened out> wrote:

She can shoes another flight, fro example 540am departure - same price will be.

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

Yes, $577.00 difference in fare, flight is almost sold out on new date.

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

It's $577 to change? I thought we purchased a fully refundable ticket for her? (<blackened out>)

On Jun 13, 2019, at 11:47 AM, Natalia Molotkova <blackened out> wrote:

Your response is required to complete this reservation. Prices and availability are su
• Total air reservation, including taxes and fees: $577.00.
• Ticket is refundable, changes are subject to difference in fare.
• Sun, 16 Jun - Aeroflot 2578 - Economy - 4h 15m
Departing: Moscow Sheremetyevo Airport (SVO) at 9:50 am
Arriving: London Heathrow Airport (LHR) at 12:05 pm

# Hours: Mon through Friday 9AM-530PM EST (cont.)

- Document type: Flight change/authorization email (American Express Centurion concierge).
- Action requested: Reply to authorize change.

Key reservation details:
- Total air reservation (including taxes and fees): $577.00
- Fare rules: Ticket refundable; changes subject to difference in fare
- Proposed flight: Sun, 16 Jun — Aeroflot (SU) 2578 — Economy — 4h 15m
  - Depart: Moscow Sheremetyevo Airport (SVO) at 9:50 am
  - Arrive: London Heathrow Airport (LHR) at 12:05 pm

Passenger/request:
- A passenger (name redacted in image) is asking to change her flight to Sunday, June 16 if available; otherwise a late flight on Saturday, June 15.

Sender/contact:
- Role: Centurion Relationship Manager (name redacted)
- Hours: Mon–Fri 9:00 AM–5:30 PM EST
- Branding: American Express / Centurion concierge (privacy/phishing notice present)

# Hours: Mon through Friday 9AM-530PM EST (cont.)

Moscow to London SU2578 departing 9:50am arrive 12:05pm possible?
or if not, then a late flight out on Saturday June 15. Let me know

Privacy Statement | Visit the Centurion Card website
To learn more about e-mail security or report a suspicious e-mail, please visit us at americanexpress.com/phishing.
© 2015 American Express. All rights reserved
American Express uses 3rd party concierge service providers who are not authorized to act on behalf of American Express and you acknowledge 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 American Express. You are responsible for any purchases, shipping charges and/or fees you authorize. We reserve the right to note profile and pr

She can shoes another flight, fro example 540am departure - same price will be.

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

Yes, $577.00 difference in fare, flight is almost sold out on new date.

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

It's $577 to change? I thought we purchased a fully refundable ticket for her? [REDACTED]

On Jun 13, 2019, at 11:47 AM, Natalia Molotkova <[REDACTED]> wrote:

Your response is required to complete this reservation. Prices and availability are subject
• Total air reservation, including taxes and fees: $577.00.
• Ticket is refundable, changes are subject to difference in fare.
• Sun, 16 Jun - Aeroflot 2578 - Economy - 4h 15m
Departing: Moscow Sheremetyevo Airport (SVO) at 9:50 am
Arriving: London Heathrow Airport (LHR) at 12:05 pm

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

Hi Natasha...[REDACTED] is asking to change her flight to Sunday June 16th if it is available
Moscow to London SU2578 departing 9:50am arrive 12:05pm
possible?
or if not, then a late flight out on Saturday June 15. Let me know

Privacy Statement | Visit the Centurion Card website
To learn more about e-mail security or report a suspicious e-mail, please visit us at americanexpress.com/phishing.
© 2015 American Express. All rights reserved
American Express uses 3rd party concierge service providers who are not authorized to act on behalf of American Express and you acknowledge
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 servi
and not against American Express. You are responsible for any purchases, shipping charges and/or fees you authorize. We reserve the right to no
purposes.

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

• Total air reservation, including taxes and fees: $577.00.

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

• Sun, 16 Jun - Aeroflot 2578 - Economy - 4h 15m
Departing: Moscow Sheremetyevo Airport (SVO) at 9:50 am
Arriving: London Heathrow Airport (LHR) at 12:05 pm

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

Hi Natasha...█████ █████████ is asking to change her flight to Sunday June 16th if it is available

# Hours: Mon through Friday 9AM-530PM EST (cont.)

Moscow to London SU2578 departing 9:50am arrive 12:05pm possible?
or if not, then a late flight out on Saturday June 15. Let me know

Privacy Statement | Visit the Centurion Card website
To learn more about e-mail security or report a suspicious e-mail, please visit us at americanexpress.com/phishing.
© 2015 American Express. All rights reserved
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 not 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 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 purposes.