American Express Travel Reviews

Since Covid the agents at the Amex travel desk are often useless. I often actually hang up and call again for the inefficiency of the agent ...I am presently in a trip booked through one of those agents who at the last moment informed me she had moved me to an earlier flight creating a layover for a trip to Europe of more than 6 hours when there would have been several other airline options. I was not looking for a cheap ticket and paid over 9k for a trip to Europe from New York with a six hour layover... Disgusting Amex start getting your agents to ensure they know what they are doing

Unfortunately, I sought this site after I had the issue. I just lost $1,270 bucks with Amex Travel and I had an issue with my last trip with them that ended up costing me $200+. It's a straightforward issue. I booked early for a trip to San Diego. My girlfriend got ill and has to have surgery on the day I have to depart. So, I needed to cancel. I'm an Amex Gold member and Amex Hilton Surpass member. Yet, I couldn't cancel or receive a credit for a trip I plan to Vegas in March. They came with all sorts of excuses and when I escalated they told me she wasn't a family member.

Awful experience w/ Amex Travel Hotel Collection. I made the reservation through Amex Travel online + paid extra for flexible cancellation for a work trip. I tried canceling the reservation online but the Amex Travel website was having system issues. I called to cancel the reservation and was told I would receive a full refund. I received a bit less than half of the full amount, a $381.02 discrepancy. I just spent 1 hour + 15 minutes on the phone with Amex and told I will NOT be refunded because the cancellation was made 7 MINUTES after the deadline. Even though the cancellation would not have been late but for Amex Travel website issues. Will NEVER use AMEX Travel again.

So my entire family has been a member of American Express for as long as I can remember, so when the opportunity presented itself to me, I decided to use them (Gold Card). Let me just say, I am beyond disappointed. I booked a trip through the American Express travel website on 9/18, then quickly after realized I booked it for the wrong date. I then called the number, 9/19 and explained my situation to them. They then informed me that it was a non refundable trip, I did not see that stated on the site that I booked through, and they would need to send an email to the hotel and it would take about 24 hours to hear back and they would call me back. So I again called Friday 9/20 to check in see if they’ve heard anything and no one could give me any answers except the same thing I was told the day before “we need to contact the hotel via email”, "you should hear back by Monday," so Monday 9/23 I never received a call back.

I can't invest anymore time. AMX travel is the worst. Wasted 4 hours. Supervisors don't call as promised. They don't even call back when you are disconnected and they have your number. They used to be the best. Now they are no different than any other credit card company.

I reached out to AMEX Travel for assistance with booking hotels and a car rental. I was promised a detailed plan within 1-2 days. After 5 days of waiting with no response, I called again and spoke to a different representative who had no record of my previous request. They apologized and promised to send a plan within 2-3 days. That plan never arrived either. Frustrated, I called for the third time only to be told, once again, that there was no record of my previous requests. This is beyond unacceptable. Don’t bother trying to use AMEX Travel — it's not worth the hassle or the frustration.

Website is impossible to use. I lost over an hour of my life tonight trying to book a flight. Website is unresponsive, and it logs the user out typically before getting through the process. The one time I thought I had made it to the checkout page, it instead redirected me to the main booking page for hotels. All of the flight selections I made were gone. Ended up having to transfer my points to Delta so I can book through them instead.

I’m new to this forum and can sympathize with all of you who got screwed by Amex and other travel providers. I agree, it only pays to use Amex for their FHR program which for the most part works without problems. Here are the problems with booking air travel with them: The fares they offer you (whether by phone with an agent or on their archaic, easy to touch the wrong part of the screen while on the app (for example you try scrolling and it thinks you selected the first flight. So you have to start all over again. No back button) and pathetically slow website) are often higher than those available on the airline’s website.

I genuinely feel cheated. I’ve been in American Express member since 1990 and most of it as a platinum member. I used their platinum travel site exclusively. I always believed that using their services gave you high-quality and the chance to get upgraded if you book from the fine hotel and resort collection. It turns out if you book airfare and hotel together they just book you on Expedia and the hotel that you’re going to has no idea you’re a platinum member or that you use American Express. Not only do you get no benefits from their fine hotel and resorts collection if you are in a loyalty program with the hotel they will not honor any of your benefits because you booked via a discount website. You are just another Expedia customer with the exception of you likely paid American Express more money. I am just shocked.

I am a platinum member for over 20+ years and paying premium fees to receive the benefits of platinum cards. I missed my connecting flight because a 30 minutes delay of the airline. I was then booked the following day on a connecting flight versus a non-stop and downgraded to economy basic when I paid for Premium Economy. When called Amex Travel to get reimbursed for the downgrade and changes, they said they cannot do anything because the airline took "ownership" of the ticket and that I was my fault for letting do that. I do not even know what ownership of a ticket means and definitely was never asked to agree on that.

There is no point to using them. They don't help, they don't care and they will tell you as much. They are concerned about their own wallet and not their customers. It was dumb for me to use them. Their website is cumbersome and not current. Their customer service agents are less informed than their website. There is no value add to use them. Go to a travel agent that cares about more than their CEO's bonus.

American Express Travel scammed me. I booked with their near-worthless points to Occidental Xcaret. Me plus my two boys. Arrived. "Sorry Sir this reservation is for 2 adults: you're here alone with your two kids. You owe us $1600." "Wait - what? It was for us all from the start." "No sorry sir. You see you booked it at Amex Travel at the lowest possible rate and (after an hour on phone) you therefore didn't qualify for the promotion of book 2 adults 1 child free." "So I paid for two adults and showed up - who wouldn't?"

At first they appear great but they lie about their Lowest Price Guarantee policy and refuse to honor it. I talked to a customer service rep about a hotel I booked through Amex Travel because the rate went down after I booked. I was told it would not be a problem and to email their provided address after the stay to get the price match. After the stay, I submitted the photo of the lower rate and now I keep denied and told they refuse to address my questions. They state that they won't even honor their own lower rate that I have the photo of. Absolute scam of a service! They say they price match but they deny it when you claim it.

If you don't like yourself then book your trip with American Express Travel. To cancel a flight I had to be on a call for over 1.5 hours. To use the travel credit for my following flight I had to wait for another 2 hours. This is the worst kind of service. Agents on the other side are very friendly but waiting on the line for hours is simply not worthy. Never again!!

I had AMEX Delta travel card. Wasted half an hour trying to cancel the card after first year and ask for refund of the annual fee they charged. They made me call again just to ask for the refund to be deposited to my bank account. That account had been associated with my card since beginning and is used to make payments. They wasted half an hour of my time to verify it was me, when it should've been normal practice to just reimburse money to the bank account that has been paying them. Otherwise checks are sent by default.

I echo what others have said. American Express Travel are generally staffed with very friendly customer service agent, but they are woefully not trained for their jobs. For examples, I had some ticket credit from an airline from a cancelled flight booked with Amex. In the process of trying to use the credits to book a simple one way flight, it took me two weeks and at least 5 calls -.

There is No point paying extra to book through Amex Travel, the Amex Platinum ‘concierge’ hold music is the same as everyone else and you’ll still get no help. All it does is add another layer of headache to travel booking.

I booked a trip on points via Amex travel to Nassau Bahamas staying at the Warwick hotel (All inclusive). When I booked the Warwick was list as a 4 star resort. When we arrived it was nothing like it was listed. I was surprised as Warwick hotels are normally very nice. The property, service and food was far from 4-star, I would compare it to a college dorm and cafeteria.

I booked first class travel via AMEX and you can't even check in on-line! They then put you on hold forever. I am on 97 minutes now. I have been w/ AMEX for 32 years. They used to have good service. EEE Gads!!!

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, of which I have screenshots). Upon arriving at the hotel for my vacation, we were dismayed to find out from the hotel that breakfast is extra.

Applied $210 worth of Amex points to book a Thrifty car rental through Amex Travel. Was given Thrifty reservation # after booking. Used this reservation # to then cancel the booking on Thrifty website. Then received confirmation from Thrifty that my cancellation was fully refunded with no penalty since I cancelled well before their 48hr notice deadline. Now Amex Travel support is not budging, saying the Amex Travel points I used for this are non-refundable since I cancelled direct on Thrifty website and not through Amex Travel. Either way, Thrifty doesn’t benefit and I certainly don’t benefit. Ultimately, Amex is unfairly stealing my points (worth $210 in monetary value). Really disappointed with this customer service and recommend using strong caution when using Amex Travel services.

For starters, I had AmEx card 20 years ago for travel, which after 4 months without any notice they simply canceled but not before they collected 100$ use fee that was not supposed to be charged till I have card for 12 months! Then fast forward to 2023, I was talked /begged by the Dillard's to get their customer card which surprise surprise, end up being AmEx. I have 24 years of great credit history with score of 750 and they send me card with 38% ARP lol, in the meantime their introduction paperwork states clearly that it should be 31% which is still outrageous! I canceled them myself within 4 months first for shady practices of not telling Dillard customers that it’s AmEx then for lying on their documents about ARP. There are so many great credit cards. Why anyone would want to deal with AmEx is beyond me.

Do yourself a favor and never apply for American Express credit card. Here is my experience with them: 20 something years ago I naively thought it was a good credit card to have, nope! They opened account for me (I was preparing to travel) then in less than a 3 months they closed it without a warning or explanation! They didn’t forget to collect the annual fees right before they cancelled me which shouldn’t have happen till I have a card for full 12 months!

I planned a trip to Italy with my wife and two other families. The airlines consistently changed and modified segments of my flights which made them unworkable. Numerous times different agents have worked thru these changes to my satisfaction. Every agent I dealt with was A+. I have been a frequent traveler over these last 40 years. I will never do extensive travel without the help of America Express.

American Express Travel customer service people are friendly; unfortunately, they're terrible at actually doing their jobs. Pro tip: You have to call in multiple times just to find someone who actually knows what they're doing. And even after you think you've booked, call back again just to confirm. Otherwise, you risk having a very painful travel day later.

After being an Amex client for over 10 years I plan to cancel all my accounts with them. I booked a hotel flight package with them and was notified the airline changed my departure time by FIVE hours arriving to my destination at 9pm. I called amex to say this is not ok and I need an earlier flight but they won’t help me. They won’t book me something else. They won’t refund me my current package. They are holding me hostage to the package even though legally I am entitled to a refund when there’s a schedule change for the flight (also noted on the airline's website). Absolute worst customer service I’ve spent hours on the phone with amex for the last 3 days trying to fix this and they do not give a damn to help me even though they can easily get me an earlier departure flight. Amex no longer cares about us customers they just want our money and will provide zero customer service after they have the money.

I booked a hotel through American Express Travel. The booking site advertised free breakfast for 2 during the 5 night stay. When I got the confirmation there was no mention of breakfast. I called the hotel and they said it was not included. I called American Express Travel who confirmed that was what the website offered and told us all we could do is file a complaint that would take 6-8 weeks to process - past the date when we would stay at the hotel. There was no one to talk to other than someone who seemed to be at an offshore call center. What happened to standing behind their own website and travel offers? I will cancel my card and switch to Chase Sapphire Reserve.

In March of this year, I booked a car rental through Amex Travel in San Diego. After showing up at the rental agency (Nu Car Rentals) I was told there were no cars available unless they had been prepaid in full, not something I was told beforehand, but I could get an upgrade. After calling Amex Travel's helpline, I was told to proceed with the upgrade and Amex would "make it right". Once my trip ended, I called up Amex Travel to get the ball rolling on resolving the discrepancy between what Amex quoted and ultimately what Nu Car Rentals provided. Through the process, Amex messaged it as a dispute between me and Nu Car Rentals - it's not, this should be between Amex and Nu Car Rentals.

I have no words to describe how bad Amex Travel website is. Constantly kicks you out after you have gone through the whole process of selecting a trip and on top website is extremely slow. What a shame and pure disappointment. I hold Amex Platinum and forced to go through website for airline and hotel.

Beware when booking pay later travel! I booked a hotel through AMEX Travel. I chose to pay a higher rate by paying at the conclusion of my stay when I checked out of the hotel. The hotel charge was roughly $500 more than the quote I received from AMEX travel. I have submitted countless disputes with AMEX (I charged it to my platinum card). Each time I’m told that the hotel charges are accurate. I didn’t agree to the hotel rate charge. I agreed to the AMEX Travel rate that I was quoted. I can’t seem to get anyone to understand my dispute. I’m disappointed in AMEX. I certainly don’t feel heard. I’ve been a customer since 1989. I’m going to use up my points and cancel my card.