American Express will discontinue concierge e-mail service for Platinum cardholders starting 8/18/21. Cardholders will instead need to call in to access the concierge service. It seems this is really a cost cutting exercise as I suspect cardholders are much more likely to use this service when they can fire off an e-mail rather than calling in. Given this is supposed to be a premium card and service it’s disappointing that this feature is becoming less useful. Wait times have been bad for these e-mail requests, but that could be resolved by adding additional staff.
Hat tip to TPG
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What a nice change, especially for people who are hard of hearing or deaf!
What did you say?
I tried to call recently and waited on hold for over an hour before I had to leave. I will definitely be cancelling when my annual fee becomes due. I didn't pay $550 for that kind of service.
I emailed them Sunday. Still waiting.
what's the email?
platinum@concierge.americanexpress.com
Email is anyway slow. Chat service could be better but they want you to call. SMH.
What next? You mail them and wait for reply in first class post?
The next step would be to discontinue call centers altogether and re-route concierge services thru fax machines. If Amex wants to cut costs, it might as well go the full monty.
What are people using this service for anyway? Are people getting value out of it?
Pre-Covid I used it a few times to get a reservation at restaurants that are seemingly hard or a hassle to book. P2 used it to get Hamilton tickets.
Booking hard to book restaurants mostly, sometimes they have access to reservations not available elsewhere. Not sure about others
Isn't the concierge the main reason for the card? You can get anything from translation services to a tailor. For example:
-Was having neck pain. Called during a layover, and when I landed I had an email to the massage therapist where they'd made a reservation (in a small city, on a Sunday).
-Was driving 3 hours to a graduation. Called and got several restaurant recommendations for afterward, then made a reservation, without taking my eyes off the road.
Sad to see email go, especially given international travelers who may not have phone access, or people using it in a public place where they don't want to be on the phone. Wish they'd add chat.
I mean, I guess it’s like a [poor, limiting] substitute for Google.
So I'd be able to reserve a table for two at Dorsia on Friday night around 8 or 8:30? I hear they have a great sea urchin ceviche.
Not sure what other phones have this feature, but Goggles Pixel phones are able to hold for you, then ring back when someone comes on the line. Makes waiting on hold a thing of the past; I've used it on hold for the concierge once.
So Google has Google concierge service,?
There should be a Siri service where you just say “hey Siri, get me an American Express concierge agent on the phone” and Siri just figures it out and does not stop until a live agent is on the phone. Like if the number is an automated system, it can wade through the selections
Some Pixel phones, not all of them support the feature...
I didn't knew it existed. Damn
Me either 😅