Originally Posted by
synzero
If you have to wait long periods on the phone, and fulfillment of requests is far less reliable than it was in the past, and you don't have a personal relationship manager, and they mess up your travel arrangements, I can't personally see how Centurion's concierge is really worth anything at all, honestly; it seems to be a net negative in fact. I can access FHR and Platinum Travel Services as a Platinum member (I know to avoid Expedia like the plague), but PTS is also a very slow experience on the phone and seems like Velocity Black is much less hassle.
The state of the US Centurion service is deplorable. While the pod model is being implemented, the long wait times and poor handling hasn't been seen in the UK (maybe just not yet).
The only mishap I encountered so far is the direct line for the executive/pod (which is different from the one on the back of the card) wasn’t able to pick up my account for a few weeks. But I can still ask whoever picked up to transfer the call or just send an email asking for call back.