I have had a couple of conversations with Cent CSR’s about this. For $5k, long hold times are really unacceptable. When it’s easier to book an airline ticket without Amex, what is point of having them?

I don’t buy that they can’t provide service because are short staffed. Good companies retain good people. And these reps are remote anyway. Service level we provide to our clients hasn’t gone down so why should theirs?

I wholeheartedly agree with the comments on this thread. The benefits are thin anyway… great service is the minimum to be expected.