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arosan

As a Centurion cardholder of 22 years, I finally gave up my Centurion membership.

As a loyal Amex customer since 1988, I worked hard to help the team at Centurion understand how appalling their customer service had become, how untrained their agents were, and how their new team structure vs dedicated contacts has led to booking errors, mistakes, and the general feeling one gets when calling a remote call center that knows nothing about you.

This is everything Centurion claims it is not.

I tried reaching out to senior team members at Amex with no response. They simply don’t care.

I finally spoke at length with a very sweet and nice “executive customer service” team member I had spoken to a year ago when things started going off the rails and she promised me that she would discuss my issues with “management”, but in the end was given the run around with the obligatory “I’m so sorry we can’t meet your needs and that we are losing you.

I personally was mentored and coached for years by an old leader of American Express named Alan Loren. He would be turning in his grave if he knew how terrible the Centurion product had become. He was a believer in the customer experience and in those days management was willing to speak directly to a customer to understand their concerns. No longer 🙁 

AEXP happily lost me as a Centurion customer after 22 years, without doing anything to try to make amends for the terrible service received.

Here are some of the shortfalls and issues with the card that everyone should know:

– Multiple booking errors leading to problems with travel, lost seats, lost flights, etc.

– Multiple times I received no call back from an agent I had spoken to at length and literally no way to get back in touch with them, since there is no longer a personal point of contact for Centurion members (just a large team who often isn’t available anyways and then your call goes into a pool). Centurion has become a faceless, nameless call center experience.

– There’s been a dramatic elimination of historical benefits, personalized events, and special perks – only to be replaced by a complicated grouping of “experiences”, which quickly become unavailable anyway – “Oh sorry”, they say on the same morning an event becomes available for booking, “the event you want isn’t available anymore We can put you on a waitlist”. They should be ashamed of this new experience program.

– Gone is Hyatt, United, and other airline and hotel programs where status was afforded.

– When booking flights, almost always, the travel team couldn’t even find the same rates I could find online. I literally booked 5 business class seats to Turkey last summer for 1/2 the cost they quoted. When I pointed it out and showed them, they simply said they couldn’t get the same rates – baffling, as they are supposed to be the experts. They don’t even take the time to shop, offer creative suggestions that any pro would offer, or even understand or know the properties and routes they are quoting.

– When trying to book a difficult restaurant reservation through the “concierge” they called back a day later saying that nothing was available, but when I called the restaurant right afterwards, they gave me a table.  

Their concierges can’t even get what any normal person can get, making you wonder why they are even there. It’s become better to simply do things yourself vs working with the Centurion team.

– When I cut my spend a year ago, in protest of their terrible service, saying I would up it again when they proved they would improve, I never even got a call asking why. They simply don’t care and Centurion cardholders are treated like everyone else. There is no more special treatment or special feeling.

Which begs the question – what is one paying $5000 for each year? Do they even really want to have this offering anymore? Do they still care about the customer experience or is it just about the bottom line? Do they even customer Customer Lifetime Value anymore?

There are so many more examples of terrible service, whittled down options comparable to Platinum and many more instances of a lack of travel knowledge by their team.

It seems Amex has given up on their Centurion cardholders, many of whom are their most loyal supporters and brand ambassadors. I feel given up on and am saddened by what has become of this iconic card.

Another Jeff

BBVA is dead. 🙁 Believe all cards have been product changed to garbage PNC cards. Rip 5x/10x deals

NED SHAMON

Ned from Boston

Ricardp

I recently logged into my American Express account and noticed that my posted purchases read “For a limited time: Use 40% fewer Membership Rewards points when you use them to cover eligible charges. Terms Apply.” For this purchase of $118.74, underneath it reads “Offer available ($118.74 = 11,874 pts). Tap to Use Points”. This was for a sporting goods store on my BBP. I have screenshots for my Platinum and BBP on posted charges. Platinum has Uber Eats and Udemy – my two recent posted purchases. Nothing on my Gold cards as I have no posted charges on that card. After speaking with a customer service rep, Karen, she confirmed it was indeed a targeted offer going to out to certain members.

J .

These requests include any previous and future files, info, etc etc Retain it all.

Thank you!!

Vlad

Nick/Greg,

in prior years, Hyatt offered a nice discount on gift cards (15%) around the holidays. Do you see them resuming that this season?

Keep up the great work, and congrats on securing the FM domain!

K S

Greg, Nick, Stephen,
I noticed that Chase reduced the cash access line on 3 of my personal credit cards as of the last statement date (yesterday). got in touch with my their credit services department via my bank manager.
Was told Chase has instated a new policy – all Credit card cash lines are being reduced to 5% (from the old 20%) CL. This is effective Oct’2020 for all Biz and Consumer products.
Will be good to get confirmation – Have you heard any others mention this change?

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