Reading the last few posts in this thread has been eye-opening. I had no idea that Centurion travel booked on line went through an overseas Expedia call center. This helps explain why the service I received was so shockingly terrible.

I suspected the Centurion program had been hollowed-out, but hadn't really had occasion to think about it until trying to use them for some stuff lately and finding the service levels to be beyond awful.

Guess after 22 years with the card, it makes sense to shift down to Platinum or Green... also, when researching this, I noticed that Platinum members actually receive higher point multipliers than Centurion for certain charges- can't begin to fathom why.