Not trying to start another Amex-bashing thread around here, we've certainly had enough of those already and don't need another. But with all that said, I'm really left wondering what the point is of paying a $450-$675 AF for Plat, or $2500 AF for Cent, etc., is, when this company no longer actually does anything?

They just sub you out to 3rd parties (travelocity, circles, etc., that you could easily use yourself on the internet without waiting on hold or tediously reading your info and password 5X) and are then charging you for the privilege (a "booking fee" for using PTS when I'm already paying a $675/yr AF is, frankly, over the top).

Honestly, what's the point anymore? They just outsource it all. I can do the same thing myself online in less time and save the annual fee. Cent I at least 10% understand, because the FF status may be nice for some, but then again I am always generally Plat or CP on US and normally Gold on Delta, depending on the qualifying year, and since the routes I fly are dominated by those two carriers, I'd have no benefit there. And as for Plat, I'm on US 85% of the time, which doesn't participate in the airport lounge program, and is really stingy about letting the clubs you'd ever actually use participate in PP (Ex., none of the CLT hub's clubs are in PP) so there's no benefit there either.

FHR became a real joke over the last year or so, with 3 of my last 4 FHR bookings making it obvious the hotels are now playing games with the benefits and nobody at Amex polices them. I just don't see the point. I did the PR Gold "downgrade" and have racked up probably 50% more points than I used to with Plat. I haven't missed the alleged "benefits" at all. I know this is an old thread ('08) but it really indicates the likely source of the customer service decline.