American Express Membership Rewards - AMEX Concierge -- Which Company Do They Outsource To?

Which company does AMEX outsource their Platinum and Centurion concierge service to? I used to think it was Circles, but lately I've seen job postings online from ex-LesConcierge concierges saying they had managed AMEX Platinum concierge teams while working at LesConcierges. The reason I ask is I am thinking of applying for a Platinum card, but won't if the company they outsource their concierge to is the same as what I have now.

Based on my experience, it is outsourced to Gulauerorfhevo Bfaodmjoyjjeg in India. :(

They recently sent me a few faxes which originated from the 905 area code, according to the ANI record on the fax machine. That would put the fax origin in Ontario, Canada.

twj

Circles handles amex centurion concierge...pretty certain they also handle platinum. they (Circles) have a center in ontario.

Based on my experience, it is outsourced to Gulauerorfhevo Bfaodmjoyjjeg in India. :(
Huh. Everyone I've ever spoken to at Plat Concierge (and I must have called at least 20 times this year) has been a native speaker of English.

They recently sent me a few faxes which originated from the 905 area code, according to the ANI record on the fax machine. That would put the fax origin in Ontario, Canada
My primary contact number is a toll-free number for my business that rings to my cellphone, so I get every number (even "Unknown"s and blocked callers) delivered as CID via ANI. I've gotten Plat Concierge callbacks mostly from 617-531 exchanges, putting them in Downtown Boston.

Circles handles amex centurion concierge...pretty certain they also handle platinum. they (Circles) have a center in ontario.

100% of my correspondence has been with Circles agents.

This is for both AMEX Plat and Cent Concierge.

I have been quite pleased with AMEX Concierge over the years. I use them at least once a week for restaurant reservations.

They email the menu as well as who will take care of my wife and I when we arrive.

At the bottom of the email there is a paragraph saying the concierge service is provided by Circles.

100% of my correspondence has been with Circles agents.

This is for both AMEX Plat and Cent Concierge.

I have been quite pleased with AMEX Concierge over the years. I use them at least once a week for restaurant reservations.

They email the menu as well as who will take care of my wife and I when we arrive.

At the bottom of the email there is a paragraph saying the concierge service is provided by Circles.

me too.

travel guard, if indeed they are used by amex, might be the provider of global assist...

http://flyertalk.com/forum/showthread.php?t=496449
http://flyertalk.com/forum/showthread.php?t=466943
http://flyertalk.com/forum/showthread.php?t=643047

it would seem odd to me if it was indeed the case that they attempted to source wine for VFF1000000, considering their advertised services

olighting, welcome to FT :) although you revived this thread to answer the original question, since then the fact that circles is used in the US, and the quality of their service/results, has been discussed quite a bit.

Which company does AMEX outsource their Platinum and Centurion concierge service to? I used to think it was Circles, but lately I've seen job postings online from ex-LesConcierge concierges saying they had managed AMEX Platinum concierge teams while working at LesConcierges. The reason I ask is I am thinking of applying for a Platinum card, but won't if the company they outsource their concierge to is the same as what I have now.

Here is the rider I received on an email from my Concierge assistant yesterday.

Circle Company Associates, Inc., "Circles," by arrangement with American Express Travel Related Services Company, Inc., "American Express", has provided you with certain information about the Service Provider(s) profiled in the attached referral(s). The actual decision to hire any Service Provider referred by Circles and American Express is the responsibility of each customer, and Circles and American Express strongly recommends that the customer interview and carefully consider each Service Provider before choosing to hire that provider. The Service Providers are not employees or agents of Circles or American Express, and are not entitled to act on behalf of Circles or American Express in any way. The customer accepting and utilizing the attached referral(s) recognizes that Circles and/or American Express are is in no way responsible for the actions of any Service Provider hired by the customer, and expressly understands and agrees that the exclusive remedy for any claims relating to services or products provided by the Service Provider (including, but not limited to negligence or failure to deliver on the terms of any contract between the Service Provider and the customer) is against the Service Provider and not against Circles and/or American Express. Circles and/or American Express shall not be liable for loss, damage, or other claim with respect to any services or products provided to Customer by Service Provider. Certain portions of dining-related content may have been provided by Circles' partner Gayot.

http://www.marinecierge.com/

TravelGuard does offer concierge services, I believe they did handle AmEx acct.



travel guard, if indeed they are used by amex, might be the provider of global assist...

http://flyertalk.com/forum/showthread.php?t=496449
http://flyertalk.com/forum/showthread.php?t=466943
http://flyertalk.com/forum/showthread.php?t=643047

it would seem odd to me if it was indeed the case that they attempted to source wine for VFF1000000, considering their advertised services

olighting, welcome to FT :) although you revived this thread to answer the original question, since then the fact that circles is used in the US, and the quality of their service/results, has been discussed quite a bit.

technically speaking, thats not a true concierge. thats "concierge-level" emergency/insurance/etc response. so maybe "travel emergency concierge" or "insurance concierge" but not a "concierge" as in the hotel employee. its just used to refer to the level/quality of customer service.

as clearly indicated above, amex's concierge in the US is circles.

whether amex uses travelguard/etc for globalassist i dont know. ill try asking the next time i use them.

technically speaking, thats not a true concierge. thats "concierge-level" emergency/insurance/etc response. so maybe "travel emergency concierge" or "insurance concierge" but not a "concierge" as in the hotel employee. its just used to refer to the level/quality of customer service.

as clearly indicated above, amex's concierge in the US is circles.

whether amex uses travelguard/etc for globalassist i dont know. ill try asking the next time i use them.

RE "it's not a true concierge." TravelGuard absolutely offers a true concierge service. I am fortunate to have a direct 800 ph number. I dont need to provide a cc # and talk to a prescreener like I do with DC CB or AmEx Plat. When I call, I immediately talk with a US-based, English fluent, experienced concierge (who has access to interpreters). I generally ask for Joe since he's assisted me so many times and knows my preferences. I only need to provide my name to other reps. I do believe they had a portion of the AmEx acct, possibly services other than the concierge component. (As a side note, I market the TravelGuard package of services, my clients also have direct access to concierges.)


Here's a page from the benefit booklet we created:

As a valued client, you enjoy access to great Personal Assistance Services.
Whatever you need, whenever you need it.
Call us 24/7 and get help with the personal service you deserve.

• Theater, music, or
sporting event tickets
• Restaurant referrals and
reservations
• Golf course tee time reservations
& referrals
• Find, wrap and deliver
one-of-a-kind gifts
• Last-minute/emergency assistance
such as rebooking
flights, making hotel reservations,
or locating ground
transportation
• Lost passport/travel documents
assistance
• Lost baggage search
• Medical evacuation or transportation
assistance
• Medical referrals
(including dental and vision)
• Currency conversion or purchase
• Visa/passport
requirements
• Up-to-the-minute weather
and/or ski reports
• Up-to-the-minute travel delay
reports
• Provide special occasion
reminders and gift ideas
• Floral services
• Prescription delivery
• Door-to-door
transportation services
• Stolen luggage replacement
• Emergency cash advance
assistance
• Embassy or consulate
information
• Urgent message relay to
family, friends, or business
associates
• Emergency prescription
replacement
• Eyeglasses and corrective
lens replacement assistance
• Up-to-the-minute travel
medical and safety advisories
• Guaranteed hotel check-in
• Up-to-the-minute travel
supplier strike information
• Up-to-the-minute stock
quotes
• Up-to-the-minute sport
scores
• Movie and theater
information
• Horoscopes
• Lottery results
• Rental vehicle return
• Legal or accounting
referrals/bail bond assistance
• Security and evacuation
• Dispatch of doctor or
specialist to hotel
• Ground transportation upon
arrival
• Worldwide public holiday
information
• Long-distance calling cards
for worldwide telephoning
• Translator or interpreter
assistance by telephone
CONCIERGE
EMERGENCY TRAVEL ASSISTANCE
WORLDWIDE TRAVEL ASSISTANCE
EMERGENCY MEDICAL ASSISTANCE
Travel Guard Client Services – a wholly owned subsidiary of AIG Travel Services Inc.,
a member company of American International Group, Inc.

If you follow these discussions on Flyertalk you will encounter a distinction between a Concierge and a Personal Assistant. While there is substantial overlap, the distinguishing characteristic seems to be that a Concierge will be able to accomplish that which you cannot arrange on your own, while a Personal Assistant merely relieves you of the drudgery of performing a task. For example a Concierge may be be able to obtain admission to a restaurant, club or performance that is "sold out", while a Personal Assistant simply calls and book on your behalf, subject to availability.

I am skeptical that any mass market service can consistently deliver this type of Concierge service because it must depend on an enduring relationship between the service and the restaurant, club or venue but nonetheless this is the implicit promise of American Express et.al.

From the description TravelGuard would seem to fall in the Personal Assistant category.

If you follow these discussions on Flyertalk you will encounter a distinction between a Concierge and a Personal Assistant. While there is substantial overlap, the distinguishing characteristic seems to be that a Concierge will be able to accomplish that which you cannot arrange on your own, while a Personal Assistant merely relieves you of the drudgery of performing a task. For example a Concierge may be be able to obtain admission to a restaurant, club or performance that is "sold out", while a Personal Assistant simply calls and book on your behalf, subject to availability.

I am skeptical that any mass market service can consistently deliver this type of Concierge service because it must depend on an enduring relationship between the service and the restaurant, club or venue but nonetheless this is the implicit promise of American Express et.al.

From the description TravelGuard would seem to fall in the Personal Assistant category.

Mia,

Thanks for your insight, I always enjoy your detailed posts.

Do you consider the DC CB VIPdesk reps Concierges or Personal Assistants? It appears there are "Personal Assistants," employed by companies that mass market these services, who have the relationships with vendors/merchants/restaurants/clubs to successfully complete requests that high-end concierges may not be able to accomplish as easily. Since VIPdesk utilizes work-from-home reps, they may have stronger relationships with local venues than concierges employed by Bluefish, Virtuoso etc.

Mia, if you were a restaurant owner and you received a call from Amex (I'm assuming you consider their reps PA's since it is mass marketed?) would you be more apt to find a table for their card holder than for a high end concierge calling from London.