Your expectations could be a bit unrealistic however you have not helped the situation in my opinion by not following up what in your opinion was poor service.

#1. If you are that concerned call the Platinum service a call during business hours (even though there open 24 hours this area is best dealt with during standard business hours) and ask to speak to someone re the insurance policies. They will transfer you to the underwriters who can answer your questions and concerns in detail. I had some concerns re the policies and after discussing them in detail they are not as harsh as they seem providing you exercise a duty of care.

#2. Although I haven’t booked much in regards to tables via them they should handle any morally and legally correct request within reason. This includes other restaurants.

#3. While AMEX can assist you in following up a complaint ultimately these things are also best handled by yourself directly. If it's a table at a restaurant part of the fine dining partners I'm sure they'd also appreciate to know.

#4. Depends on what was agreered at the time of the booking, for non urgent requests I'd say 48 hours is reasonable.

#5. Same as #4.

#6. There is a pretty complete list of benefits, call the Platinum service and select option 3 (card services) and ask them to send you the booklet and welcome pack. They will also include the Hertz form you need to complete. As for the 2 for 1 airfares they can give general details and that’s all you find in the information, for specific examples speak to Travel.

A earlier post said Travel and Concierge were separate – to my knowledge these teams, especially the after hours teams are highly linked if not the same team for these services.

I’ve had my Platinum card for around 3 years now and also agree with a earlier post that some of the benefits are slowly evaporating. I’ve had a invitation to go to Centurion but decided against it (why is a completely different thread).

For me my general experience has been good, had a few bad ones but they have been quickly dealt with.

A general rule I use when dealing with any company is always take note of the person you speak to and the time of day and date. If your expecting some form of follow up (eg, like a call back) ensure you agree on the time frame for this follow up. This sets the expectation between all parties. If you do not receive that then you have clear grounds to make a complaint. As for following up a complaint with Platinum just ask to speak to one of the team leaders or managers. For the one time I’ve had to do this I’ve had an excellent response.