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As the world of miles and points evolves and airline loyalty programs increase value while limiting the rewards they can offer, we’ve seen the relative value of direct redemptions through Chase Ultimate Rewards or American Express membership rewards for air travel increase. But meeting the American Express Platinum Travel Team is often (and frankly) difficult. Normally) sad experience.
So frustrating to have to deal with American Express Platinum Travel…big missed opportunity
I recently expressed my hope that Chase will soon launch a dive into the full-service travel agency business. The guys at American Express have offered a complete travel service for years…and frustrated me for years. Let me tell you a little story.
At Rewards Expert, many of our customers have large amounts of points on their American Express Platinum or Centurion cards. If you have a Platinum Business Card and redeem points for direct flights with American Express, you’ll get 35% off, making points worth 1.54 cents each. For those on tight schedules, this represents a smart redemption option (although 2% cash back cards actually represent the best value… but I digress).
But when schedules change, you have to deal with the nice people at American Express…and that’s a pain.
A customer booked two round trip tickets on British Airways from Washington Dulles to Tel Aviv in London via BA. The discounted business class rate was only $2,700 each (270,000 miles each) and with the discount came to just under 176k miles each…a great deal since these fares have no extra fees and you get miles and advanced status.
But BA has recently updated its schedule and the Washington – London Heathrow flight is gone. The London-Tel Aviv flight will also depart in the evening instead of the morning. Instead of rebooking them on the later flight to London, their trip was abruptly canceled because the room was completely canceled.
I called to fix it, thinking the agent could add the unit quickly. not at all.
She put me on hold for about 25 minutes and when she came back, I found exactly this:
“Sir, your schedule has changed. British Airways no longer operates that flight.
Good morning…
Did you put me on hold for 25 minutes to tell me that?
“Sir, we can refund your ticket.”
No, I don’t want that. I need you to fix it. Ticket prices have tripled.
I suggested rebooking with American Airlines through JFK to preserve the original flight duration, as a 13 hour layover at Heathrow is necessary. The agent refused to even explore that option because, “American and British, they’re different.”
Yes, but they are codeshare and joint venture partners. But well, well… just put it back on the British Airways flight booking.
“We can’t do that. I don’t see a place.”
what are you talking about? There is plenty of room!
“Well, what you see doesn’t reflect what’s in my system.”
OK, could you please call British Airways to sort this out? Please provide an American Airlines preference.
“Of course, sir.”
So she caught me. She came back after 45 minutes.
“We’re still waiting, sir.”
beautiful. She finally got through to someone at British Airways and was told there was “nothing they could do”.
As a matter of fact? I strongly doubt it. In fact, I ask if she has received them. Do you really think a British Airways customer would be telling the pound to vote in this situation? not at all.
In any case, I had already wasted 90 minutes on a phone call.
See, a “real” travel agent can rebook the room and reissue the ticket without calling the airline. But these poorly trained clerks at American Express have very little understanding of airline reservations. And I am sorry to say that in the Philippines both agents and agents of the government are equally untrained.
It’s such a missed opportunity and shows yet another disdain for the perks you pay such high annual fees to receive.
I called back. This time I met a government agent. She kept me on the line for over 45 minutes and finally said she couldn’t do anything. I wasn’t even blocked… I listened to her talk to herself as she tried to come up with a solution. Absolutely insane. Pleasant as can be, but completely incompetent. As an aside, when I called British Airways they told me (correctly) that I should contact the travel agent who booked the ticket.
This is not a one time event. I could share dozens of similar stories. Bottom line: It’s great to connect with American Express Travel for a quick refund on the itinerary if it doesn’t change, but if you have to change, update, or cancel…it’s frustrating to communicate. Expedia or Priceline customer support.
Tip: If possible, book through Platinum or Centurion Travel Advisor instead of online. These agents are not necessarily the best, but sometimes they are. At least you don’t have to deal with the language barrier.
Summary
I’m sure any of you who have dealt with American Express Platinum or Centurion travel can share similar stories of frustration. American Express must realize that it does not have a corner on the luxury travel market and that its poorly trained agents are causing bitter disappointment to customers.
I instruct my clients to start using the Capital One Spark Business Card, which offers 2% cash back on all purchases. Welcome to AMEX
As per the post script, my clients screwed up and we booked nonstop flights on United at a premium. Still waiting to hear back from British Airways to post…
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