I booked a Hotel through AmEx Travel using their $100 cash back promotion. Now I want to cancel the booking and it won't let me do it online since it is less than 5 days now to travel date. The chat option says available "7AM - 7PM" on a popup but there is no chat window to start chatting. I am on hold on the phone for over 30 minutes now.
This is really poor support experience from American Express. Just venting.
Yeah, how many people have that? I have the explorer card. There is no reason what a premium brand like AmEx has a contact center that doesn't pick up phone or connect to live chat.
Yeah, how many people have that? I have the explorer card.
The Platinum cards are actually quite common - they haven't changed the eligibility rules for quite some time. (although I think the numbers may have dropped a little now though because they keep jacking up the annual fee and shortening the list of benefits).
Yep, I've got a platinum card. Concierge has been good everytime I called them.
The popup for the chat only appears when there is a slot available. Since they're so busy at the moment, you have to keep refreshing until it appears.
I found the online chat is the fastest way to contact them by far, but it took me about 20 mins to get through to an agent using it.
Personally I've always had amazing service from Amex travel. I've booked multiple cruises, lots of airfares, hotels and experiences. The very rare times I've been put in hold, I simply email them my request and ask them to call me back.
There is no email option listed on the web. Their general chat also confirmed the only way to reach travel team is phone or chat.
Yeah right… obviously different cards.
Same, similar situation when I was in a no-cancel period, Amex contacted the hotel, got it waived full refund. They may just be busy with all the current changes.
Another BS IT system with failed business validation. The booking is fully refundable as long as I cancel by 8th Jan, there is no reason to restrict self service 5 days early.
Have you tried chatting via the app ?
It’s annoying if you have a small screen but it always worked for me.
They can't help with travel. Asked me to use the dedicated travel chart online or call.
Ok, I now got connected to chat. I am logged in and they are still verifying my DoB, street address and mobile no. Also street address doesn't like '/' character which is very common on Australia. Crappy digital experience for an authenticated customer.
just got off the phone with them
2 hour wait
did get a good outcome though
Glad to hear a good outcome. I had several trips cancelled during 2020 & 21 due to Covid. They were amazing providing support and ensuring full refunds.
If you have one of their more premium/high-end cards (like Platinum or Centurion) that has a dedicated concierge service, give them a call. I found them to be quite helpful before.