Originally Posted by
imnotalawyer
That bit is wild to me, as the callback option is available for the Platinum Concierge (I called last weekend and opted to grab a "place in line" rather than sit on hold). While amex cannot wave a magic wand and solve staffing issues, that is something that is within their control and rightfully something Centurion-holders should be upset about.
I would guess that when they were setting things up, they never envisioned that hold times for Centurion cardholders would be anywhere near the amount where a callback function would be useful. so they didn't bother.