Negative changes to American Express Platinum Concierge

Old Mar 26, 19, 9:14 am
  #1  
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Join Date: Aug 2013
Location: Dallas, Texas
Programs: IHG/Spire Amb., Hilton/Diamond, SPG/Gold, Marriott/Gold, AA/Gold, Southwest/CP
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Negative changes to American Express Platinum Concierge

In the past I've had success in using the AmEx Platinum Concierge for a variety of tasks, some of which included getting into the details of a product or service I was looking for, calling around to different vendors for me, and sending me information/options. It has saved me a lot of time, and their scope of services has been one of the big reasons I have stopped using other concierge services and even a driving factor in my keeping the Platinum card.

I sent a request yesterday -- relatively basic, requires a little Googling and a few phone calls -- and was informed that they no longer handle this sort of thing. They have dumbed down the concierge service to the level of Chase's, handling things like ordering flowers, making dining reservations, searching for directions or movie times, etc. They're mostly the categories of things that I can just ask my Amazon Alexa to find out or do for me, or things that I could do myself in less time than it would take to contact the concierge.

This is a big disappointment to see, especially with the fee increases. Concierge is a valuable service for the people who use it, and I would much rather see them limit the number of requests than completely stop certain categories.
Steven6702 is offline  
Old Mar 27, 19, 9:52 am
  #2  
 
Join Date: Nov 2017
Programs: AS MVPG 75K, HH Gold, SPG/Marriott Gold
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Originally Posted by Steven6702 View Post
In the past I've had success in using the AmEx Platinum Concierge for a variety of tasks, some of which included getting into the details of a product or service I was looking for, calling around to different vendors for me, and sending me information/options. It has saved me a lot of time, and their scope of services has been one of the big reasons I have stopped using other concierge services and even a driving factor in my keeping the Platinum card.

I sent a request yesterday -- relatively basic, requires a little Googling and a few phone calls -- and was informed that they no longer handle this sort of thing. They have dumbed down the concierge service to the level of Chase's, handling things like ordering flowers, making dining reservations, searching for directions or movie times, etc. They're mostly the categories of things that I can just ask my Amazon Alexa to find out or do for me, or things that I could do myself in less time than it would take to contact the concierge.

This is a big disappointment to see, especially with the fee increases. Concierge is a valuable service for the people who use it, and I would much rather see them limit the number of requests than completely stop certain categories.
What sort of request were you making? I make requests as you describe to Plat concierge semi-frequently and have never been told they couldn't/wouldn't handle a request. The closest I've ever gotten was them telling me that they would find me results but couldn't vouch for the safety/reliability of some very specific transportation I was seeking between two locations in Malaysia (lol).
icelandman2 is offline  
Old Mar 27, 19, 1:45 pm
  #3  
b8b
 
Join Date: Dec 2006
Location: SXSW
Programs: DL Plat; HH Diamond; SPG & Hyatt Plat
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I also frequently make information requests that would require googling and phone calls, some research. They are putting more and more restrictions on what they will do. Iím a centurion and it doesnít matter.
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Old Apr 1, 19, 4:44 am
  #4  
 
Join Date: Jun 2009
Programs: AMEX Business Centurion
Posts: 287
With all the verification steps and unnecessary pleasantries I canít think of a time that using Concierge would actually take less time than figuring something out myself. The one purpose I enjoyed using for awhile as a centurion was dinner reservations via the Concierge by SMS. After they nixed that service I went back to not using them at all. If you think youíre overpaying for what they offer as a platinum, think how I feel!
tangfish is offline  
Old Apr 1, 19, 12:46 pm
  #5  
 
Join Date: Nov 2017
Programs: AS MVPG 75K, HH Gold, SPG/Marriott Gold
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Originally Posted by tangfish View Post
With all the verification steps and unnecessary pleasantries I canít think of a time that using Concierge would actually take less time than figuring something out myself. The one purpose I enjoyed using for awhile as a centurion was dinner reservations via the Concierge by SMS. After they nixed that service I went back to not using them at all. If you think youíre overpaying for what they offer as a platinum, think how I feel!
Call with the button in the Amex app. It seems to bypass the verification steps and take you straight to a human, or at least it does for me.
icelandman2 is offline  
Old Apr 1, 19, 8:39 pm
  #6  
 
Join Date: Mar 2011
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Posts: 855
It is outrageous that they can't just answer and know it is you for Platinum and Centurion cardholders.
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