American Express TravelReviews 78

FAIRMONT EVENTS
WINDSTAR CRUISES YACHT CLUB
DESTINATION MOROCCO Moroccan Overseas Territories
ACCOR offers destination resorts and luxury travel offered through the Kingdom of Morocco Consular Services as LHW LEADING HOTELS OF THE WORLD
IBIS THE SEBEL including Bali Mandara Spa and the FAIRMONT ROYAL PALM IMBROS GR in conjunction with SAFAR SAUDI ARABIAN FAR EAST AIRLINE
BIAT BANK ARAB INTERNATIONAL TREASURY
SOCIETE GENERALE GROUP

Horrible service. Bait and switch hotel deals. Absolutely miserable experience with my AMEX Platinum. It is just a really expensive way to access airport lounges, nothing more. Avoid at all costs.

Wow! Never book flight with American Express. Flight arrival got changed by the airlines so I needed to make a change of flights. Called multiple times only to be transferred from one person to the the next all asking for the same information. When I finally got someone who seemed to know what they where doing after explaining what I needed and giving them all the same info that I just gave to the previous representative they ask for your phone number in case the call drops put you on hold then disconnect the line after about 10 minutes. Zero call back! Last time I will ever book a call with them. Two hours later and I'm still calling back trying to find a resolution.

The wait times to speak with an agent are absolutely ridiculous (sometimes +3 hrs) and oftentimes it takes multiple calls to get an issue resolved. After waiting for hours I got disconnected twice as well. Unacceptable 'customer service'.

If you book through Amex Travel, you will have a great experience. However, make sure you are going to make it. If you end up cancelling your flight you will be given a credit, and you cannot book using the credit online. You must call the Amex Travel customer service line which is ABSOLUTELY HORRIBLE. All of the people on it are incompetent. I have had numerous terrible terrible experiences. I have been on the phone for upwards of one - two hours and have been unable to use my credit. I will call back multiple times for the same issue, and it will take multiple calls to just get the credit used. It is terrible. The people place me on hold for several minutes at a time and come back without reasonable responses. Honestly just need to use up the rest of my credits and then I think I'm done using Amex Travel, despite the benefits it has the customer service receives a 0/10 rating in my genuine opinion, and I am not one to leave bad reviews.

They do not follow airline fare rules. You will not receive owed residual value of a ticket. You will be shuttled from incompetent person to incompetent person with hours of hold times with no resolutions to your problems.

I will every once in a while get some one who really cares to do a good job. But...
Overall, too many issues. I have had experiences where they cancelled my reservation, then blamed it on me, but somehow never refunded me for said cancellation. It took me 7 hours to get my reservation back.
They have dropped my TSA precheck from my boarding pass, on multiple occasions. Once they promised me they will put it back on, then they didn't on the return flight.
You can not book your hotel on sight, and then airline over the net... this REALLY screws them up!
When you have an issue, they will transfer you many many times, until you get tired and hang up.
Need I say more?

I booked 2 flights on American Airlines using AMX Travel in May 2021 leaving in September 2021. In August 2021 I received a message that American Airlines had canceled my previously booked flights and I needed to call AMX Travel to reschedule, which I did. Each trip you book with AMX Travel has a trip ID (this was my first time booking with them and I was actually unaware of how their system worked). Instead of changing my flights previously scheduled and paid for on the trip ID's I currently had, the agent opened up a completely new Trip ID and booked me 2 additional flights and charged me for them which meant I had then been charged for 4 different flights, INSTEAD of changing my current flights which I was only changing because I was required to by American Airlines - this was not a choice I made. When I brought this to their attention I was repeatedly assured I would be credited for the 2 completely new flights they had charged me for which they were not authorized to charge for, nor was I ever told I was being charged anything additional. This never happened. Repeated calls to them and endless hours on the phone finally resulted in me getting a manager who assured me it would be handled - it was not. So as a last resort I finally disputed the charges on my AMX account. It is November 2021 now and I just received notification that AMX has sided with AMX Travel (big shock) and has recharged me for the 2 additional flights. I will NEVER use AMX travel again and I am seriously considering canceling my Platinum AMX account all together- not that they would ever care. They are complete liars, idiots, and cannot be trusted to do what they are supposed to do, let alone what you ask them to do. This was their agents mistake and should've been handled as such. The manager I spoke with last completely acknowledged this - and yet, I'm the one that got screwed. Never again!

I do not understand how the CEO of American Express stays employed with having such a terrible division. I only use it when i have to, ie. When i have a credit expiring and every time it is a terrible experience. The website freezes, their prices are significantly higher than everywhere else, you are put on hold forever if an issue. I am actually cancelling my platinum card just because i no longer want to be associated with such a terrible company.

Good luck

My family have been platinum card members with AMEX for 20 years. I attempted using points for the first time EVER and booking a flight through American Express Travel. I booked a non stop, round trip, business class trip for 2 people 6 months ahead of time (nearly $4,000)…. Both of my flights have since been canceled by the airline or AMEX I really don't know …. After 3 separate phone calls with AMEX supervisors and over 7 HOURS of being put on hold…. I am now being told I can only have an economy ticket with several connections to my destination with zero refund OR they can attempt a refund for the entire trip but I will have to pay another $4-$6,000 out of pocket for new flights and may not get my money back for months or at all.
We're done with American Express. Absolutely appalling.

Horrible. 1.5 years later and still waiting for a $5,000 refund that was THERE error. Booked flights through AM EX Travel in 2019 for a trip in March 2020. Trip was cancelled due to Covid. *** ****** at first was not issuing refunds but later stated they would refund any flights cancelled due to Covid. But you had to apply through your booking agent if you used one. Am Ex Travel said they applied for us. We waited. No refund... months later we called, no refund... called again... no refund... called again and they said they dropped the ball and never applied. They would take the hit and refund us themselves. Waited... nothing... waited... nothing... months go by... called again and on hold for 1.5 hours. Disconnected. Called again and on hold again now. Have to re-tell the story for about the 10th time (no joke). This is ridiculous. Had we booked directly with Air Canada, we would have had the $5000 refund about a year ago. NEVER USE AM EX TRAVEL. Horrible customer service. The right hand does not know what the left hand is doing. And I never complain or write reviews, but this is ridiculous.

I've loved the Platinum card perks for a few years now, but recent trips have been pretty nightmarish. We booked a couple of hotels on this recent September 2021 trip to Portugal. Both 5 stars, really loved early check in / late check out, and the hotel credits.

For hotel 2, we had to make some changes simply because we wanted to - admittedly no emergencies or travel interruptions. One was well within the restriction, one just inside of it.

The last point above is relevant in that neither situation was more simple.
1) changes cannot be made by the hotel, only through Amex
2) Amex chat reps / boys cannot make any changes either
3) Only phone calls to a 1-800 number work, this means activating your cell phone plan to make only one call while abroad
4) this is where it gets fun- for call #1, I spend 40 minutes on the phone with a person who struggled a bit with English. Something that doesn't particularly bother me but when it is late local time and you're dealing with hotel accommodations things need to be precise. This person assured me three times that although she'd only booked 3 nights, the 4th would show up later…somehow…well it didn't. Luckily I called the hotel and they did not have the reso. So, another 40 minutes on the line with someone else to get the 4th night booked.
5) then, we decided to extend our current stay out by the coast by one night, and reduce the next hotel stay by one night. 15 seconds on the line with the hotel manager and he was aligned, but again needed Amex to make the change.
…2 45 minute calls later, where I actually called the manager again while on hold to do the folks from Amex's job and we were rebooked…only we weren't
6) it's now the day of my original reservation start and the reservation reflects no changes
7) chat says it starts at 6a EDT, it is currently 7a and not working

In summ: if you want to book really nice places, get a great points bump and perks, the Stevie is great.

If you want to be able to make reasonable changes and have flexibility, ditch Amex completely and book directly through the hotel. The frustration won't be worth the points.

On August 11. I reserved a rental car from americanexpress travel. Ca. I logged to it through my americanexpress.ca website. When I went to pick the car. I was told that the quote was in American dollars not Canadian. The offer never said American dollars. I booked from Canada and from a Canadian website and the quote never mention American dollars. A Canadian website should quote Canadian dollars unless it it clearly stated the opposite and this is not the case.
Quoting American dollars while hiding the currency is wrong, deceiving and fraud.

Hours spent on the phone only to have them mistakenly cancel our flights home and try to uncharge us to issue a new ticket. Over 6 hours spent on the phone. No one can solve a simple issue that they created. All of the agents tell you they will look at what's happening and put you on hold for an hour without solving any actually issue(s). This is honestly the worst travel experience I've ever had and I've had plenty.

I had booked a flight / trip to Dublin through AMEX (I am a Platinum card holder and pay $695 a year) for April of 2020. Of course we had to cancel due to COVID (understandable), and when we called to cancel, we were told that we would have an AMEX CREDIT for our flight that could be used for anything. All we would have to do is reference the original trip id and we would be good to use the credit. None of that was true, so we ended up with an Aer Lingus credit that was set to expire in December of 2021. So, we had to use it, and called AMEX to re-book for labor day. They charged me for the entire flight and stole my airline credit (I was charged $901.52 per person instead of the $266 roughly per person). I have been on the phone with them for an hour to fix it, and they cannot figure it out.
This is NOT, and I repeat, NOT worth the heavy annual fee, or the rewards points. Book travel through the airline or through Expedia. I have always had a better experience that way and now I wish I never booked through them. They have really gone downhill since 2017, and I will be recommending to all of my and my firm's clients to never deal with them (my firm manages $8 Billion in assets and we have around 3,000 clients). See ya...

I booked International flights through American Express Travel. Four months later, I went back online to check on the cancelation policies for my flight. The website clearly states: "To view your cancelation policies 24 hours after your booking, please click on "Cancel Reservation" button or refer to your booking confirmation email" I hit "Cancel Reservation" and received an error message. Then, I received an email saying my flights were canceled! One week later, I'm still trying to rebook at no cost to me. Horrible experience.

I have been a AMX card holder for years and willingly pay more because of the customer service. I upgraded to the gold card to try it out before possibly going to platinum. AMX travel is the worst! I received better treatment from orbitz! I reverted back to the green card and will never use AMX travel for anything. When you call them ask why you should use their service and they can't tell you anything. They become indignant if you ask why don't I just book everything myself. AMX should sell this side of their business or fire whoever is running it

American Express Travel is a rip-off. Do NOT book any travel through this Entity. They booked us at a Resort that is not even open. Then, they refused to refund our flight costs, when we had to book another resort to stay at. What makes this more a a rip-off, is that we purchased the American Express travel Insurance for $333.00. Now, we are out the $500.00 for the flight and $333.00 for the insurance package... THAT WAS DENIED! This company is HORRIBLE!

Horrible, horrible booking experience. I will never, ever, ever use American Express Travel Services. These people are confused, don't listen to what you're saying and always struggle to process the most simple requests. They're usually too busy to chat and they charge you a HUGE FEE just to speak to them. No way. Don't do it. There are so many other travel services out there that are heads and above this services. It's as bad as CheapTickets and they're in India.