Great reply jsq!

My take on the situation is:

- as an individual, if you want Centurion you have to go off with another one of the AmEx products and first prove yourself as a viable Centurion customer; tenure, spend etc. Why is the same logic not applied to AmEx for staffing Centurion, they should only recruit existing staff who have tenure and have proved themselves to be really good at what they do (Travel, Lifestyle etc).

- I find service to be very patchy, and 'reactive'. So as an example I called last year to book some FHR hotels for a trip this Spring. Unfortunately the rates were not loaded yet. Now I am told to try calling back in a few months. What I would have expected from a high end product, is that they make a flag on my account and they call me when the rates are loaded, as surely they want the sale and commission?

I don't expect miracles, but I do expect them to get the basics right, and at times they are way off the mark. Centurion Travel have made so many mistakes or have demonstrated such bad service (I know Travel, I don't want to be fobbed off by some person that is brand new to the travel industry, nor do I want to hear 'We have new systems, so you will have to give us time'). As a result, I'd rather do the research myself, and book elsewhere (as then I know it's done right, and they lose out on commission) - there are certain things that I have to call them for such as FHR but now I can check all the rates online via the link that was posted elsewhere.

If AmEx was to provide a proper web portal where I can access and book as if I had called them, then I may be inclined to book more travel with them.

Thanks,
Richard