Cannot get through calls for bookings
As a Amex card holder, I have no choice but to use Amex Travel because of the travel credits that come with the card. The platform has the worst rates for hotels and airlines, and also the worst booking conditions (if cancel hotel booking, the travel credits are lost even if the booking is refundable).
Now, on top of these tortures, I was trying to call their customer service to make an enquiry/change. I have called many times in the last two weeks and waited more than one hour each time, but never get through. It was either hang up after waiti...
Online flight booking completely useless with unexpected and unpredictable results
Changed my Amex card to Ultimate to get the $450 Travel Credit that covers the annual cost of the card.
Booking syd/lhr return 28Feb/27Mar choosing "anytime" and Qantas as carrier.
result is 17 options, all emirates codeshare through Dubai. not a single Qantas operated flight (eg. QF1/QF2) though these are available on Qantas and other booking sites.
next I add a specific time of day 16:00/20:00 instead of anytime/anytime and now I get more results (35 flights)!... QF1 is listed but not QF2, but also the QF1 is listed in the left hand filter un...
- Verified customer
Don't use online service - No weekend coverage
I have a platinum AMEX, which is supposed to give me 24x7 access to travel services. I had an unusual booking, and knew there was a fair chance of having to make changes, so I used AMEX Travel services by logging into my account and choosing the Travel option. Now it turns out that because I went through the website rather than some other option, I only get M-F support. And of course, I had to change by fligths at the last minute, which given I was leaving on Monday meant I TRIED to change them on the weekend. In spite of lots of talk about be...ing very sorry (from the Platinum AMEX traval team) they were unable to touch my booking. It seems that AMEX have no regard for the fact you paid a premium for the Platinum card if you use their online services. Now to be fair, I have since found that their online site does state their business hours, so I have been caught be the "buyer beware" - or to put it another way "sucked in" by questionable advertising regarding the Platinum card.
Don't even try to book through them!
Horrible experience and the most useless, annoying and unprofessional customer service. Once you booked you CAN'T do anything to it! No seat selection option, no date change, no online check in, NOTHING!
- Verified customer
no ability to make a change still more than 3 months
Their customer service is so ordinary. We are more than 3 months out from our trip and they can't/ refuse/ or just want extra $$$ to make any changes and the cost of the changes are more than rebooking through anyone else website, what a joke. It would have to be the last online booking company in the world that is that inflexible. I wouldn't use, and I will never use them again.
Old looking web page, unreliable and un-practical. Page not easy to navigate nor do searches. Amex is always more expensive than other travel sites. Have to use for my $400 Explorer card credit but the the extent.
car booking is worse with Amex travel booking donot use it at all go for other companies
Hi,i did car rental reservation with Amex . car booking from Wellington and drop off at Auckland.
total amount paid . but they have small terms and condition that, any amount asked by a vendor we have to pay. so when i went to Wellington to pick they charged me lot of amount (few hundreds) It is rediculous. amount. (the terms and conditions are favour to Amex, even if they ask 10 grand either you pay it but if you cancel many fees apply). so for me overall it costed me more than 100$ per day . where Amex looted me . in other website all it cost is less than $60 per day for same .
- Verified customer
Bought Amex's Travel Insurance, provided through Chubb. It cost me AUD1665. When I tried to make a claim (my passport was stolen in Bali), the website was totally unhelpful. After a prolonged process I finally managed to talk to a sentient being at the contact address, who said they would send me claim forms within "five to ten working days.
Seems Chubb Insurance does not have many "working days" as it has now been three months and still nothing.
I won't be using that Travel Insurance again!
What's the point of this platinum service?
I don't see any value in using this the American express platinum travel service. It's not personalised and the agents don't appear to care much other than it being another transaction.
I called to get some quotes for a family holiday over Christmas for 6 nights and advised my budget. Amex appears to generally be more expensive than other suppliers so need to shop around.
Amex came back with a quote that was for 10 nights and almost 40% over my budget without any other option. Called again and spoke to a really nice agent who told me they would get back to me within 3 days and it's now almost 7 days and counting.
What is the purpose of this service when I can do all this online and save time and money?
Pretty disappointing interface & UI/UX for such an exceptional global credit card brand
Whats nice? - The options of hotels, car rentals and flights. I also like how you can use your credit card points on numerous shopping features.
What sucks? - The interface to book travel is 1980s. It is so obvious that AMEX hasn't invested any time & effort to make it easy for customers. The flight search engine is very primitive and the prices to book are always higher than a regular meta search engine like "kayak" or "expedia".
What's terrible? - The $400 travel credit has to be used all at once. What sort of ridiculous logic is thi...s? This is MY travel credit, so why shouldn't it be up to me if I want to use it 400 times with $1 each or 1 time with $400?!? For instance, I wanted to book a flight to Adelaide for $150 and it said "you will loose all travel credit if not used at once". The hell?!?!
Worst travel service in my experience!
Don't waste your time with AMEX Travel!!! Impossible irresponsible customer service.
I had to reschedule a flight, one consultant said I could get a travel credit, when I called back to confirm they hadn't taken notes and said that conversation never happened. I called again to speak to a team leader, I was on a list to call back, they never did. I forfeited the flight and had to purchase another. No compassion, no idea, no coordination, no respect. Terrible service
Poor customer service, gives you the runaround, avoid!
I made a hotel booking online with them that needed to be rebooked to a new date, which requires the old booking to be refunded and travel credits transferred to the new booking. The process takes ages, as of this writing it's still not done after 3 months! The travel consultant doesn't do their job, as they blame their account team, as they don't follow-up rather wait for them to respond. Couldn't even provide an ETA but rather expect you to wait for them indefinitely.
Great for points but higher prices
We used their services on the weekend as we had a getaway and to be honest yes we had points which paid for most yet when I compared the site to booking.com and trivago and direct with the hotel I ended up paying $160 more on the Amex site!
Yes I know it's a points grab but surely the prices aren't that much higher?!
I won't use again unless they match the prices.
Platinum Travel can't be trusted
Recently booked First and Business class travel to London and Europe through Amex Platinum Travel and had a hell of a time trying to get Amex to get the booking right. They now seem to be using American based consultants and they are without a doubt the most useless travel agents. On a number occasions we had to get them to correct the flights, dates etc because they didn't read our email instructions properly and every time we asked them to fix a flight they had mucked up, they made it worse. Seat allocations kept being cancelled, which we had...to go online and re-instate or re-allocate as Amex kept cancelling our seat allocations. The booking of a Hertz rent a car was beyond them - Hertz told us that it took the Amex consultant 7 attempts at getting the booking correct. How hard could it be? We were told by Amex we needed an International Permit - never have before - checked with Hertz and they said no, Amex were wrong. It went on and on..... We have now had to stop speaking to Amex as every time we do, something goes wrong. We have finally sorted it all out, but it was a nightmare! Yes, you can save money by using Amex Platinum Travel on flights and rental cars, but don't expect it to be easy or done right. They used to use Australians for this work and it had been fine in the past, but now with Americans, it's hopeless - they love talking over the top of you and not accepting that they have stuffed things up. Book all your hotels direct as accommodation booked by Amex is way too expensive and God knows how they may stuff up the booking.
- Verified customer
No responsibility taken, Bad customer service, Not recommended
I booked two flights with Amex Travel. A domestic one to Sydney around 8pm and an International one from Sydney at 10:50am the following morning.
On the day the Airline cancelled the flight, Neither AmEx Travel nor the Airline did not notify me about his cancellation.
There is no other flights on that day available and I was put on the earliest flight next day, which would land around 8.20am.
It would be too late to take another flight for the day as I do not have my passport and luggage with me, I used my connections and to make an arrangement and did not miss the flight. Expenses incurred for the arrangement for sure.
...Should I be notified early, I would have time to make arrangement e.g. take an alternative flight and avoid all these hassles. Amex Travel not only refused to take any responsibility, but also spoke aggressively and wont let me to talk. A customer representative kept asking me to call the Airline myself, and she claims that she knows the Airlines policy and the staff there does not follow - Airline should notify me about the cancellation. Ironically, the airline told me that they do not have my contact details in their system at all! Amex Travel DID NOT give airline my contact details. Finally I asked her, is Amex travel as a travel agency, just taking money and do not have any responsibility? She said yes. I then asked, why I should book through Amex instead of book with Airlines directly? she did not answer.
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