Hi All,
I have been using Amex Platinum card for around 11 months now. My overall experience have not been great to say, and the customer services/concierge thing seemed overhyped based on my few earlier interactions. I still decided to explore all the offerings to have a wider experience of the services. In that line, decided to explore AMEX Platinum travel services to book return flight tickets to Europe, and was exploring Business Class tickets as would travel with my aged mother.
Sharing my ordeal on the same -
The Amex Platinum Travel team officer explained to me in specific terms that We would be entitled to Chauffeur driven pick-ups and drop-offs for Emirates flights at both origin and destinations. He further confirmed on the same recorded line that I can also avail the ‘Meet and Greet’ facility as per my Platinum card entitlements. When I double checked on the same call if these services would be available for my city of origin (CCU), he cross checked and re-confirmed on the recorded line that these would be available. Thereafter, I went ahead and made the payment and ticketing which was a significant amount. He told that he already had made the ‘Meet & Greet’ request at departure and suggested that I update the Chauffeur car pick up addresses on the Emirates site.
Surprisingly, next day when I tried setting up the pick-up address on Emirates site - it said pick up/drop off services not available for the city. I was utterly disappointed. Right then the AMEX person called up and informed me that there was a mistake and that “Meet and Greet” services can’t be provided. I also mentioned to him that chauffeur pick-up was also not being registered, and he checked and came back saying both the services can’t be provided.
I was disappointed as it was about the experience. Given that it was around 12 to 14 hours when the ticket was purchased, I requested him to raise a full refund and cancellation request as the mis-information was from AMEX travel. He accepted the mistake but told to give some time while registering a grievance.
Thereafter the ordeal started - one of the persons claiming to be the Supervisor kept calling and tried to pursuade me saying I have to pay the cancellation fee of 300 or 400 dollars plus agent fees else nothing can be done. When I insisted to give it in writing he further called back 2-3 times asking for more time till Monday (as we were on Saturday), and kept giving verbose promises that AMEX will not let you down,etc etc. I told him it was not helping and I needed to get a closure. Any way - he continued the hollow narratives on Monday afternoon, only after being followed up. Thereafter gave me a strange solution that I should pay for some cab they would arrange and then later mail them for refund. As the whole dealing completely lacks credibility, especially the very irritating verbose nature of the supervisor - I summarily have asked for a refund without any penalty as it is due to their default.
This whole ordeal has eaten up my week end and last 2-3 days, still counting - as my travel date gets closer. Multiple calls to various card services stakeholders were of no use - and the joke is they call Platinum charge card as premium.
AMEX travel or concierge seems nothing more than white coated other online travel partners around, with no credibility.
My ordeal continues - would not recommend such services if one values peace of mind - hence thought of sharing.
If any learned co-member can give any insight would be nice
I have been using Amex Platinum card for around 11 months now. My overall experience have not been great to say, and the customer services/concierge thing seemed overhyped based on my few earlier interactions. I still decided to explore all the offerings to have a wider experience of the services. In that line, decided to explore AMEX Platinum travel services to book return flight tickets to Europe, and was exploring Business Class tickets as would travel with my aged mother.
Sharing my ordeal on the same -
The Amex Platinum Travel team officer explained to me in specific terms that We would be entitled to Chauffeur driven pick-ups and drop-offs for Emirates flights at both origin and destinations. He further confirmed on the same recorded line that I can also avail the ‘Meet and Greet’ facility as per my Platinum card entitlements. When I double checked on the same call if these services would be available for my city of origin (CCU), he cross checked and re-confirmed on the recorded line that these would be available. Thereafter, I went ahead and made the payment and ticketing which was a significant amount. He told that he already had made the ‘Meet & Greet’ request at departure and suggested that I update the Chauffeur car pick up addresses on the Emirates site.
Surprisingly, next day when I tried setting up the pick-up address on Emirates site - it said pick up/drop off services not available for the city. I was utterly disappointed. Right then the AMEX person called up and informed me that there was a mistake and that “Meet and Greet” services can’t be provided. I also mentioned to him that chauffeur pick-up was also not being registered, and he checked and came back saying both the services can’t be provided.
I was disappointed as it was about the experience. Given that it was around 12 to 14 hours when the ticket was purchased, I requested him to raise a full refund and cancellation request as the mis-information was from AMEX travel. He accepted the mistake but told to give some time while registering a grievance.
Thereafter the ordeal started - one of the persons claiming to be the Supervisor kept calling and tried to pursuade me saying I have to pay the cancellation fee of 300 or 400 dollars plus agent fees else nothing can be done. When I insisted to give it in writing he further called back 2-3 times asking for more time till Monday (as we were on Saturday), and kept giving verbose promises that AMEX will not let you down,etc etc. I told him it was not helping and I needed to get a closure. Any way - he continued the hollow narratives on Monday afternoon, only after being followed up. Thereafter gave me a strange solution that I should pay for some cab they would arrange and then later mail them for refund. As the whole dealing completely lacks credibility, especially the very irritating verbose nature of the supervisor - I summarily have asked for a refund without any penalty as it is due to their default.
This whole ordeal has eaten up my week end and last 2-3 days, still counting - as my travel date gets closer. Multiple calls to various card services stakeholders were of no use - and the joke is they call Platinum charge card as premium.
AMEX travel or concierge seems nothing more than white coated other online travel partners around, with no credibility.
My ordeal continues - would not recommend such services if one values peace of mind - hence thought of sharing.
If any learned co-member can give any insight would be nice
