Can you trust American Express?
May 22, 2019, 9:33 am
#16
Join Date: May 2013
Posts: 378
No. But getting worked up to write to CEO and post online and reevaluate 40-year relationship "built on trust"? YES.
May 22, 2019, 9:41 am
#17
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At many airports, public restrooms are run down and dirty; there can also be lines. If I'm near a lounge that I'm entitled to enter, I'll often go in just to use a decent restroom. I'd do this before looking for a public restroom.
At other times, I'll enter an airport lounge (that I'm entitled to use and that's close to being along the path that I would normally follow) to get a newspaper, coffee, a glass of water, or sometimes for a quick check of email or to make a phone call. There's certainly no rule saying that one can enter a lounge only if one intends to stay for a while or make a meal out of the F&B offerings.
At other times, I'll enter an airport lounge (that I'm entitled to use and that's close to being along the path that I would normally follow) to get a newspaper, coffee, a glass of water, or sometimes for a quick check of email or to make a phone call. There's certainly no rule saying that one can enter a lounge only if one intends to stay for a while or make a meal out of the F&B offerings.
May 22, 2019, 9:42 am
#18
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When people benefit from fierce rule enforcement but the next guy gets them relaxed as a special favor, they're outraged. When people want the rules bent because they're special but find them fiercely enforced, they're also outraged. Given those truths, I will take fierce enforcement... and suffer the scarring humiliation of relieving myself in a restroom also frequented by non-high-annual-fee-paying riffraff.
Can we trust American Express to tear up its rulebook? I should hope not.
May 22, 2019, 9:44 am
#19
Original Poster
Join Date: Mar 2002
Location: Beverly Hills, CA 90211
Posts: 7
Often1, I disagree with the substance of your post.
BearX220, 39 years ago, I did not get the Amex Platinum Card for prestige. I got it because they had an outstanding international medical insurance policy.
BearX220, 39 years ago, I did not get the Amex Platinum Card for prestige. I got it because they had an outstanding international medical insurance policy.
Last edited by mia; May 22, 2019 at 10:22 am Reason: Combine consecutive replies. Remove personal characterization.
May 22, 2019, 9:49 am
#20
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Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
The whole rant raises the better question of what he was physically doing at that location.
May 22, 2019, 9:59 am
#21
Join Date: Sep 2013
Location: CHS
Programs: UA GS, Bonvoy Amabassador, Hertz PC
Posts: 2,589
OP comes to FT to rant about change which was discussed ad nauseum on here for months before the changes ever went active
Makes me wonder if he is gonna come back about not being allowed in 5 hrs before his next International flight from LaGuardia /rolleyes
Anyway, OP got exactly what he should trust from AMEX - upholding their own rules which have been in effect for quite some time
Even if he isn't satisfied, I sort of am as it tells me they are looking at entries - this from someone who routinely spend 5hr 39min on layover at IAH due to UA schedules - but the Lounge had a process to validate my layover and I have never had a problem entering for the 5hr 39 post rule change
Makes me wonder if he is gonna come back about not being allowed in 5 hrs before his next International flight from LaGuardia /rolleyes
Anyway, OP got exactly what he should trust from AMEX - upholding their own rules which have been in effect for quite some time
Even if he isn't satisfied, I sort of am as it tells me they are looking at entries - this from someone who routinely spend 5hr 39min on layover at IAH due to UA schedules - but the Lounge had a process to validate my layover and I have never had a problem entering for the 5hr 39 post rule change
May 22, 2019, 10:16 am
#22
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Join Date: Feb 2001
Location: Berkeley, CA USA
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It's actually up the elevator, on your way out the door. There is also a public men's bathroom immediately to the right of the elevator that you'd have to have taken up to the Centurian [sic] lounge.
But thanks for this thread, I needed a laugh this morning. Much appreciated!
But thanks for this thread, I needed a laugh this morning. Much appreciated!
May 22, 2019, 10:20 am
#23
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May 22, 2019, 10:34 am
#24
Join Date: Nov 2013
Location: PHX, SEA
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Posts: 4,422
I would not equate the lounge dragon to Amex Casualty Assurance. The latter has helped me with several extended warranties. It's Chase I wouldn't trust as far as I could throw the CEO's dog.
May 22, 2019, 11:07 am
#26
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I wanted the Centurion Lounge agent to break the rules and let me use the men’s room of my choice. But Amex betrayed my trust, and I was forced to use a . . . sorry, gimme a sec . . . I feel like I’m going through this all over again. They forced me to use a public restroom! Now I have difficulty trusting anyone. My life is a mess.
May 22, 2019, 12:01 pm
#27
Join Date: Jul 2012
Location: RDU
Programs: DL(PM), UA(Silver), AA(EXP) Marriott(Ti), HH(Gold), Hertz(PC)
Posts: 2,668
May 22, 2019, 12:34 pm
#28
Join Date: Oct 2006
Location: USA
Programs: DL PM, Hyatt Globalist
Posts: 2,367
I suppose in part it depends... number 1 or number 2? I hope you detailed which in graphic terms when you wrote to the CEO
Also, given how under-bathroomed most Centurion lounges are (LAS has ONE urinal!!!! ) I am glad the lounge staff refused entry in this instance.
Also, if I read correctly, you've been paying $$$ for a card just for "international medical insurance?" there are cheaper ways to get that type of coverage.
Also, given how under-bathroomed most Centurion lounges are (LAS has ONE urinal!!!! ) I am glad the lounge staff refused entry in this instance.
Also, if I read correctly, you've been paying $$$ for a card just for "international medical insurance?" there are cheaper ways to get that type of coverage.
Last edited by Dr_wanderlust; May 22, 2019 at 12:36 pm Reason: to add a question
May 22, 2019, 12:42 pm
#29
Join Date: Aug 2012
Posts: 6,752
Enforcement. It's not poor customer service to enforce the access rules as published, even if a cardholder is not aware. It is a sad commentary that American Express does not empower agents to make exceptions, even for such a basic biological need, but this is typical of our era.