To: Amex Centurian Travel[█████████████████████████]
From: Lesley Groff
Sent: Thur 6/13/2019 4:30:29 PM
Subject: Re: Change flight for ████ █████████ again (REc . Loc ███████)

On Jun 13, 2019, at 12:20 PM, Natalia Molotkova <blackened out> wrote:

SU 2572 16JUN SVO LHR 245P 450P - add coll $404.00
SU 2584 16JUN SVO LHR 710P 925P - add coll $272.00

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

yes, please
On Jun 13, 2019, at 12:09 PM, Natalia Molotkova <██████████████████████████████████> wrote:

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

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

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

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

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

Regards,
Natalia (Natasha) Molotkova
Centurion Relationship Manager
████████████████

- Date/time: Jun 13, 2019, 11:47 AM
- Agent: Centurion Relationship Manager (name/email redacted)
- Office hours: Mon–Fri 9:00 AM–5:30 PM EST
- Fare / fees: Total air reservation, including taxes and fees: $577.00
- Refund/change policy: Ticket is refundable; changes subject to fare difference (here $577 difference)
- Proposed flight:
  - Date: Sun, 16 Jun
  - Airline/flight: Aeroflot 2578 — Economy — 4h 15m
  - Depart: Moscow Sheremetyevo Airport (SVO) at 9:50 AM
  - Arrive: London Heathrow Airport (LHR) at 12:05 PM
- Request: Authorization to proceed with the change (or alternatively a late flight out on Sat, June 15)

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 are responsible or liable for the actions of the service provider and the only remedy for any claims relating to services or products and not against American Express. You are responsible for any purchases, shipping charges and/or fees you authorize. We re purposes.

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

• 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@americanexpress.com
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 [REDACTED] 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 and agree that American Express is not responsible 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 American Express. You are responsible for any purchases, shipping charges and/or fees you authorize. We reserve the right to note prohibited items and services.

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

Regards,
Natalia (Natasha) Molotkova
Centurion Relationship Manager

- Document: Email thread (redactions present)
- Date/time: Jun 13, 2019, 11:47 AM (thread)
- Office hours listed: Mon–Fri 9:00 AM–5:30 PM EST
- Agent/role: Centurion Relationship Manager (name redacted)
- Fare/change:
  - Total air reservation (including taxes & fees): $577.00
  - Ticket is refundable; changes subject to difference in fare
  - Message: “Yes, $577.00 difference in fare, flight is almost sold out on new date.”
- Flight requested / quoted:
  - Date: Sun, 16 Jun
  - Airline / flight: Aeroflot 2578
  - Class/duration: Economy — 4h 15m
  - Depart: Moscow Sheremetyevo Airport (SVO) at 9:50 AM
  - Arrive: London Heathrow Airport (LHR) at 12:05 PM
- Customer request: Change passenger’s flight to Sun Jun 16 (or late flight on Sat Jun 15 if not possible); asks if $577 change fee applies and notes belief ticket was fully refundable
- Action requested: “Please reply to this email and provide your authorization to proceed.”

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 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 use any information for any lawful 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 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,

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
natalia.molotkova@<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>
<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.)

Key information from the image:

*   **Contact:** Natalia (Natasha) Molotkova, Centurion Relationship Manager, @centurion.com
*   **Hours:** Mon-Fri 9AM-530PM EST
*   A customer is requesting a flight change to Sunday, June 16th from Moscow to London (9:50 AM departure, 12:05 PM arrival). Alternatively, a late flight on Saturday, June 15th is requested.
*   Total air reservation cost: $577.00
*   **Flight Details:** Sun, 16 Jun - Aeroflot 2578 - Economy - 4h 15m. Moscow Sheremetyevo Airport (SVO) to London Heathrow Airport (LHR), 9:50 am to 12:05 pm

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

Moscow to London

departing 9:50am arrive 12:05pm

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

## 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.

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

## Regards,

Natalia (Natasha) Molotkova

Centurion Relationship Manager

@centurion.com

Hours: Mon through Friday 9AM-530PM EST

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

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

## Regards,

Natalia (Natasha) Molotkova

<u>Centurion Relationship</u> Mana er



Hours: Mon through Friday 9AM-530PM EST

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



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

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

## • 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.)

## • Sun, 16 Jun - Aeroflot 2578 - Economy - 4h 15m (cont.)

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

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

Regards,
Natalia (Natasha) Molotkova
Centurion Relationship Manager
natalia.molotkova@: 
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:  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.

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

## • 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.)

## • Sun, 16 Jun - Aeroflot 2578 - Economy - 4h 15m (cont.)

Moscow to London



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 Amer 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 providi and not against American Express. You are responsible for any purchases, shipping charges andlor fees you authorize. We reserve the right to note profile r purposes.