American Express TravelReviews 78

I booked a flight for me and my 3 yr old to Korea for Feb 2020. The month that I booked the ticket, my son had another medical flare up. Long story short, doctor wrote us a letter and advised him to not travel. I had to call 6 times, speak with a bunch of representative to get NO WHERE. HORRIBLE one of the day i was stuck on the phone with them, asian and amex insurance for more than 4 HOURS of my life just trying to cancel my 3 yr olds ticket. Finally the supervisor said she would cancel my son's ticket (after they kept saying they cant do it) and that she would email me a confirmation for me to submit to insurance for PARTIAL refund (ticket was $1,292), paid amex insurance $152 for coverage, and they said the max they could refund is $782 (i guess we didnt read the fine print, holy moly). Even till right now, his ticket still have not been cancelled even though I spoke to the supervisor. I just called back to be on the phone for another hour for them to tell me to try to call back again tomorrow when another supervisor is in. How hard is it to just cancel my ticket and send me the confirmation so i can finish my claim by this same company? I WILL NEVER BOOK THROUGH AMEX TRAVEL EVER AGAIN. They are horrible, just horrible. Such a simple task and it took more than 6 phone calls for it to still not be done... just crazy. Learn from my mistake, i should not open a amex card for travel benefits. That was not wise of me. No wonder they had promotions to bank with them.

Booked three first class airline tickets to Puerto Rico one being for a 10 year old. After spending over $6,000 for airline tickets from Newark to PR I find out they never assigned our seats. My 10 year old son is now sitting a row behind me and a row in front of my wife. All the same booking number, JUST PLAIN STUPID AND HORRIBLE CUSTOEMR SERVICE TO A CARD MEMBER. They say platinum has its rewards, you may get rewards but the customer service gets worse and worse every year

I called to just cancel three people in my booking. I've been on the phone transferred back and forth for more than two hours. They really need to do remedial training for their staff. I get a different answer from every person i'm transferred to on the call. If I were CEO of American Express, I would definitely make some changes or remove this portion of the company all together. American Express reputation does not align with what their Platinum card has to offer for travel. VERY DISAPPOINTED

Rebooked an Amex Travel flight MSP to SFO... spent 3 hours with 4 different reps trying to accomplish this... they all seemed like they didn't have a clue as if they had never done a rebook before (this would have taken five minutes had I been able to deal directly with Delta)... finally spoke with someone who said she managed to get the trip booked... did receive a "confirmed reservation" later that day... all looked good... on the day of travel we went to the airport only to discover that American Express Travel had voided the ticket and we had to pay the full price, last-minute ticket price... when I called Amex Travel to register a complaint, I was on the phone for another hour with no resolution... they said they needed to do an investigation and would get back to me with their findings within a week... that was two weeks ago... I have no doubt their strategy is to hope I will get exhausted trying to get a resolution and give up

Currently in the process of closing my card. I wanted to cancel a flight yesterday and I was on the phone with two representatives yesterday who were both complete incompetent and had me on the phone for about 45 minutes on a call which I made international's from another country, and after all they asked me a 100 unnecessary questions and never cancelled my flight! Will have to close my account and suggest the same to all my friends. Your customer service is getting worse and worse, the online travel reservation website has worked horribly for the last 5 years, most flights available on other website never even come up, and some that come up do no book, and it's full of bugs and errors! HOrrible online travel service and reps. I try to use it because points are important, but it's becoming impossible to us, compared to others, it's the worse I have dealt with!

I had to change a set of international airline tickets through American Express Travel. Original price of tickets: $3470. Some comments: first, the lady couldn't find flights for me--I had to give her specific flight numbers that I found on Google Flights while I was listening to her typing and clicking away on her keyboard; second, a $300 change fee, plus a ticket fee from the airline. As I was changing 3 tickets, change fee = $1117 (32% of the original ticket price). Because one of the legs was cheaper than the original set of tickets, the lady had to call the airlines to work out an airline credit "because of the fare rules" and would not take it off the $1117 charge. Lastly, I was on the phone for about an hour. Not sure what exactly took so long, but I could have accomplished the same through Google Flights (where I found the specific flights for her) in 10-20 minutes w/ tickets that had some flexibility without requiring a $300 fee/ticket.

I would expect Amex Platinum to treat their customers a little better and make the process a little more competitive. Not worth getting 5X points.

Booked my international flight tickets via Amex Travel (huge mistake), i called back a few days later looking to change the itinerary to shorter flight. Customer service agent advises that for $1,700 additional i can upgrade to first class from premium economy. Asked her about 10 time to validate this information, and she confirmed about all those 10 times for this to be correct. Card gets charged, and basically paid for the same level of tickets for a crappier itinerary for additional $1,700.3 weeks later Amex wont acknowledge bait and switch tactic they pulled and will not honor the sale of first class tickets.
Have been tossed around from one agent to another (spoken with about 15 people in a span of three weeks) and this is a never ending nightmare!

STAY AWAY FROM AMEX TRAVEL!

We have platinum business cards and booked online through AmEx. We booked 5 months in advance for our international flights to make sure our family (with children) were all seated together. We had reserved seats, but there was a flight change after about 2 months and our reserved seats were taken away. When scheduling the new flight with AmEx, I was told there would be no issue in getting our reserved seats back. A couple days later, I realized we had no reserved seats. After 17 hours on the phone with AmEx and the airline, we have been told we have to wait until the day of the flight and hopefully our children will be able to sit with us. This is not acceptable. AmEx travel refuses to help out. They have the absolute worst customer service available and are extremely rude. I have had an American Express card for over 20 years and will cancel after this trip. Please pay attention to all of the bad reviews about American Express travel and stay away.

I've used AMEX travel several times, they often have decent deals on travel and promptly get the ticket from the airline. However, if you want to cancel within 24 hour, or make a change at a later date you can essentially forget it. The poor CSR's are not trained to do anything beyond what you can do yourself on the website, a cancellation within the 24 hour window takes an hour to accomplish. Changes later - forget it. If you can't do it from the website, they can't either, and if you contact the airline they can't help you because you bought the ticket from a third party. And this is Platinum service. You are always better off going directly to the airline.

I needed to change my return flight from a trip to Europe. Aside from the fact that they have a very high change fee, which is to be expected (I guess) for tickets purchased with reward points, expect exceedingly long hold times, representatives that are poorly trained and have to put you back on hold several times, a very high instance of "dropped" calls, and ultimately not having your problem addressed. For this one change I spent a total of more than 12hours on the phone and ultimately had to buy another ticket from another airline and lose the return flight I booked with Amex. They are taking no responsibility for this wretched treatment. I'm closing my Amex Platinum account and going to Chase.

Had to cancel return portion of my trip, called American Airlines they said I needed to talk to Am Exp as that's where i booked my ticket, after 45 min on hold i was advised having system problems and call back... called back today and was advised I do Not get any credit for unused portion of my ticket, when booking direct with airlines you get credit or travel voucher for unused portion NOT Am Exp they give you future travel credit which then gets assessed $200/ticket change fee. Will book direct with airlines in future!

STAY AWAY from AMEX Traval. Worst booking and worst customer service ever. They booked me the connecting flight, the 45 mins layout was too short, we didn't have enough time to pass the custom and recheck in again. By the time we were planning to get onto the connecting flight, the gate was closed. Me, husband and two small kids had to wait overnight at outside the airport to catch the next flight in the morning. We were sitting on the bench with my two small kids for hours.
We were trying to complain, we were on the phone for 3 hours and we called them over 5 times. No final result and still waiting for them to call me.

My card was double charged by American express for the same air tickets, which I've requested to them to investigate by email and phone. During one week I've been requesting to give me any feedback on the matter, connect me with the person in charge, give me any deadline, but all in vain.

They expressively say that the management is occupied with more important matters and they don't have time to manage customer issues. Moreover, I'm contacting them on behalf of a big multinational company, and still they don't show any interest in approaching the customer's issues.

So be aware, that 1) American Express will do mistakes when booking your trip
2) they will not care about solving their mistakes
3) you will not be able to reach anyone who can take care of your issue

So use this esteemed agency at your own risk only..

I have used AMEX Travel to book a trip (AMEX TRAVEL TRIP ID: 2391-4064 tk#*******438) on Turkish airlines in March 2016. I had to cancel the trip due to an emergency well prior (by 4 days) to the departure date. During that time AMEX travel advised that there will be $135 ticket fees only for rebooking the ticket and that I would get a credit for the remaining amount, and that I can be refunded for the ticket if I prove the emergency reason for the cancellation.
I have been working with AMEX travel for the past year to get my refund and they haven't been helpful at all. All what I'm getting is that the airlines (Turkish) is not willing to compensate.
When time came for me to use the credit now AMEX is demanding to charge additional $270-no show fee!
I have called AMEX supervisors and they confirmed that they will wave the $270 no show fee. When I called back to reserve my new ticket, they advised that they will be charging $135+$270, despite that they have misinformed me about the required fees. They mentioned that there is nothing I can do about it, and that I have no choice but paying!