I bought two airline tickets using reward points based on the advertising that the tickets did not have any restrictions (Amex advertises that airlines tickets bought with points do not have blackout dates and/or restrictions). When I called the Airline to request upgrades using my airline points I was told that due to the ticket fare it was not upgradable.
When I contacted American Express I was told that they were going to look into the problem, I ended traveling and after returning I contacted Amex again and I was told that I never contacted the airline (???) and that the tickets did not have any restrictions.
I sent a letter to AMEX with the following attachments: photocopy of the tickets issued by their travel agency, photocopy of the airline regulations with respect to fares in which it read very clear that the fare in question was not upgradable.
As of today (more that a year went by) they are still giving me the round around and not taking responsibility for their mistake.