American Express TravelReviews 78

Never realized how much trouble folks have with American Express travel until visiting this page (although I'm not surprised given my frustrating experience as a 1st time customer!). I decided to book direct on the American Express website, where I specifically made a point to check with the online agent that my hotel reservation would include breakfast with the room's rate (just as it would if I had booked from another website). Upon arriving at the hotel for my vacation, we were dismayed to find out from the hotel that breakfast is extra.

In what should have been a simple fix on the part of American Express by having them look back at my previous correspondence, I was told nothing could be done except if I wanted to pay for the breakfast on out of pocket and try to fight a claim in retrospect. This was very unfortunate for my situation given I repeatedly explained the issue with this to American Express's customer service: my family would only want to incur the daily breakfast charge (almost $400 USD given the number of rooms and nights of our stay, so not trivial) if I had some confirmation that it would ultimately be reimbursed given the fault was not my own.

American Express did not seem to get the concept or have any sympathy for me as the customer, instead repeating that nothing else could be done and souring the start to our vacation. Ended up not wanting to risk it (given my low level of trust by that point) and had breakfast from cheaper restaurants on the street instead. It was a disappointment for my family all around, and we are not planning to book again with American Express, thereby closing the door on potential lifelong customers.

Amex travel is more expensive than booking direct. The customer service is horrible. They will lie and tell you anything to get you off the phone. I had a flight credit for 1100.00. I checked the flight details on American Airlines website then called Amex travel to book using my flight credit. Amex charged me more than American Airlines. Also they told me I had to pay an additional 97.80 on top of my flight credit. Lastly, they submitted a second charge for 47.20 and they can't tell me what it is for.

Been a customer for 25 years and the service is terrible. Rates went down but nothing guaranteed because Amex uses Expedia as a third party to book the reservations. You're better off going through the hotel directly. Never again will I use Amex travel.

American Express Travel advertised Four Seasons Hotel in Houston with a complimentary third night with a minimum stay of three nights. I have confirmed with four agents (Ranchael, Earl) that my dates are eligible, and somehow, the system did not apply the promotion. Amex Travel's system does the promo in a very unique and convoluted way. The discount is reflected in a lower nightly rate, often shown as the regular rate is crossed out, and the new rate would reflect the "free night." I see several problems with this practice. 1. Like my case, the nightly rate was NOT crossed out, leading me to suspect that the promotion wasn't applied. Most consumers would probably be unsuspecting, and this would have resulted in an overcharge. 2. Things like this must also be clarified for the Amex Agents. Most of them have attitudes and probably wouldn't bother looking into it. The agents I spoke with initially told me the rate had already been reduced to reflect the "free third night" until I proved them wrong. 3. I spent 2 hours explaining the error and finally got them to admit that it was an error, but they were ineffective in providing an error resolution. 4. This leads to unjust enrichment for Amex Travel. I suspect many consumers are conned into believing they are getting a discount. I have screenshots of everything. Amex would have gotten millions of dollars via this type of false advertising.

I spent all day today trying to obtain travel assistance from American Express Travel only to learn that American Express Travel Service only provides self-service travel services dealing with flights and hotels only. Don't bother calling the American Express Travel Service telephone number. All they tell you is that they no longer provide travel services - unless you need help with booking a flight or hotel - nothing else.

I'm trying to apply part of a $7000 credit on American Airlines booked through American Express Travel last year and later cancelled. I'm attempting to use $478 of the credit for a1st class round trip ticket Seattle to San Francisco and American Express is quoting me $1597! Meanwhile both Expedia AND American Airlines are showing the same flights for $478 round trip. So much for the benefits of a family platinum card.
After spending half an hour and on the phone I finally had to hang up. Didn't have time to wait for a supervisor.

Booking through Amex Travel absolutely ruined my trip. I booked a ticket with Amex travel 6 months prior. The flights showed up on my American Airlines app and everything looked good to go. When it was time to check in with American Airlines for my one-way trip, I got a weird error on the app saying my flight reservation didn't have a ticket. This was odd since my upgrade had already been confirmed. I called Amex Travel Platinum desk who advised that my ticket was never issued despite having an airline record locator and showing up on American Airlines app.

Long story short, I was on the phone with them for over 4 hours. I had to buy a new ticket with Spirit Airlines since all flights with American Airlines were now full. Amex Travel ruined my trip and deprived me of a day and a half of vacation. I don't even understand how a company like Amex Travel doesn't have systems in place to prevent my situation from like mine from occurring. Do yourself a favor and only book direct with the airline!

So i was excited to use the travel portal because I got a new card I booked an hotel and to my understanding it was pretty good but I soon after I bought the hotel everything change the taxes on the hotel was $1500 in total which the room that I bought was only $2100 that's more than 50% in tax for 3kid ages 4-9 and 2 adults 149 per night for 7 day. I did the Amex price guaranteed and i was declined for what reason I don't know they say that's what the hotel charges them but when I speak to the hotel, they said it's American express by this time it's already a back and forth thing and I still pay more taxes at the hotel and there's more to the story too.

I am a frequent traveler. I made the MISTAKE of booking a flight through American Express travel…
1.) if you have sways or cancellations with flights (which are the norm these days) ONLY Amex Travel can change your ticket NOT the airlines.
2.) My flight was delayed 3 hours - there were 2 other flights I could have change to - AMEX TRAVEL has me on hold for 3 HOURS & 23 MINUTES! And still can't get m on those other flights!
3.) OTHERS flights are now booked!

4.) Had to purchase another ticket directly with another airline.

DO NOT BOOK FLOGHTS WITR AMEX TRAVEL!

I had the worst experience with Amex travel whatever you do don't book through them. They ruined my birthday vacation and tried to make me pay 2000 extra for my ticket, because tgey accidentally booked it under a different name.

Please do not bother using Amex Travel. You would be much better off with practically any other means of arranging travel plans. The problem is, once they make your reservation, you are stuck with them and third parties (such as airline and cruise companies) cannot discuss the reservation with you, and then nobody at AMEX will ever answer the phone. In fact, I've repeatedly been hung up on while trying to contact them about our upcoming trip to Peru. The government has recommended all citizens leave Peru and not travel there. The cruise line that handled our add-on trip to Machu Picchu cannot help us because AMEX made the reservations. They have transferred me to number they have for AMEX and it hangs up on me. I don't see any advantage, and in fact, have been greatly compromised by being stuck with AMEX as our travel agent.

After multiple calls and nearly 7hrs of conversation, American Express Travel lost my reservation and cost me over 1k. I have been a Platinum member for 22yrs and expected at a little humanity, but was met with unexpected fees and an incredible amount of time lost. I will miss my work related trip as well as the time I would have been able to spend with my family over the holidays.

I would absolutely suggest that everyone think twice before using this "service." This hurt.

I'm a platinum card holder and this was my second booking this year. The made an error on the return flight and somehow fixing that invalidated a leg of the departure flight just a couple hours before an international flight. To go around amex and get the flight fixed locally and still keep the rest of the flights exactly the same cost an extra $1000 from their mistake.

No matter the deal you can receive using the Amex travel platform it is completely not worth it. The customer service is the epitome of incompetence. I lost so much money trying to reschedule a flight I am absolutely floored. This part of the company needs to be restructured and rethought.

Amex Travel service is lousy, u don't show mbr that they cannot get their point refunded, instead a small credit that will be impossible to use without adding more money to a crappy travel co. This info should be available where u tell me i can refund within 24 hours. It also suck that the ticket has to be the same person, a credit should be just that. You fraud and deceive mbrs, i had to research to find this info. One i use this eticket i will NEVER book with Amex travel again. If u wanna make me happy as u claim, credit my two eticket, I am leaving a negative review to warn loyal members like myself, so they are educated. Dont waste your time accumulating points Amex points for travel, u need a ton of points for simple flights, and when u have to rebook u get a small credit that literally impossible to use. They want work with u. I called several time. I got hung up on, because someone didn't know their job, and was on the phone over and hours and half and got nowhere. 06/2022 was my original travel date.

UPDATE
After contacting Amex travel through Twitter and explaining the problem, they called me back and were very supportive and helped me with my problem. The issue seems to be the call centre.

OLD
They have the worst customer service I have ever experienced. Yesterday I called and tried to change 2 tickets from Bogotá to Barcelona that my parents could not make because my grandma passed away the same day.

Despite the fact that I informed them about the situation, I was on the phone for 3h yesterday, and no one helped change or cancel the tickets. They connected me to different people and had me waiting for 2.5 out of the 3h. Since I don´t live in the US, those calls costed me 100euros, plus the 3000euros I lost on the tickets.

I am sure they test your patience until you hang up, so they don't have to take many calls or help anyone. I hope everyone gets fired from that department because they definitely are not able to do anything.

You get agents that can barely speak English; they don't call you back when a call is lost after spending 30 minutes with them, (they ask for your phone # at beginning of call). They seem to think that if they keep saying your name, they are offering good Customer Service. Very long process - bad communication skills.

34 year Black Card holder. They misspelled my husbands name on a Virgin Atlantic First class mutli europe trip. They call you and remind me of his birthday yet can't spell his name from the record. Charged me 14K to correct last minute for forgo our trip. They are a joke, can't get the same person on the line, 5 hours of calls back and forth. Do youself a favor book direclty with the airline or use a really goos travel agent.

If you have booked through American Express Travel and do not have issues, congratulations. If you are considering booking through them -DO NOT DO IT! American Express Travel Service is horrible. You receive random emails telling you where to find information that is not true. I have spoken to five representatives and none were able to provide the answer. One representative transferred me to American Airlines without my knowledge which looped me into a 17-minute waiting cue. I expected way more expertise and professional courtesy from a company bearing the name of American Express.

We purchased through Amex Travel the premium economy United Airlines tickets for LAX - Chicago and Chicago - Heathrow London. We understand there were couple lower fare options with combination of economy class for LAX - Chicago and premium economy for Chicago - Heathrow London or vise versa. Thus when we purchase we were fully mindful to select both flights were the premium economy and paid an extra for that.

We got an email from American Express confirming that both flights were on a premium economy class, however on the LAX - Chicago flight it was written: premium economy with seats assigned to us were: 56B and 56C. When we checked to United Airlines website, we noticed those seats were of Economy Class instead of Premium Economy.

We called the United Airlines and were told that we purchased the economy class for LAX - Chicago flight and the premium economy for Chicago - London. Upon getting that information, we called American Express number, transferred to the travel agent officer to clarify this matter. The Amex Travel officer said that there is no Premium Economy seats for LAX - Chicago flight and the seats assigned to us were the Economy Plus. I asked the officer why Amex sold an economy/economy plus ticket but got us paid for a Premium Economy class? This is a mis-representation on their marketing advertisement, and we requested Amex to refund on this mis-representation. The officer couldn't answer and asked us to contact the Amex Travel manager the next working day. I asked whether he can leave a message to his manager to contact me instead, the officer said he can't do that. The reason why I requested for his manager to contact me is because it took hours for Amex to answer calls.

The worst part came next: when we were on board, we found out that there were Premium Economy seats on LAX - Chicago flight where we were told by Amex Travel officer there were NO Premium Economy seats on that flight that we were assigned to the Economy Plus seats. We took a photo as a proof of it. So it is not only Amex did a mis-representation on their airlines ticket selling, but also lied to us that NO Premium Economy seats on that flight!

I emailed to Amex Travel once I arrived in London on June 20,2022 but haven't got any call nor email response to date.