AMEX Priority Pass will exclude Restaurants (August 2019)
Jun 15, 2019, 10:14 am
#258
Suspended
Join Date: Oct 2009
Location: Kan@da
Programs: Anything with sweet spots
Posts: 1,790
I contacted AMEX several times by phone and chat to ask for a compensation due to the devaluation benefits and the agents have been pretty stingy and defensive about providing any type of compensation (in points or statement credit).
This is going to severly taint my the perception of high customer satisfaction and service recovery standards that I had about AMEX
This is going to severly taint my the perception of high customer satisfaction and service recovery standards that I had about AMEX
Jun 15, 2019, 11:55 am
#259
FlyerTalk Evangelist
Join Date: Jul 2008
Location: IAH
Programs: DL DM, Hyatt Ist-iest, Stariott Platinum, Hilton Diamond
Posts: 12,783
I contacted AMEX several times by phone and chat to ask for a compensation due to the devaluation benefits and the agents have been pretty stingy and defensive about providing any type of compensation (in points or statement credit).
This is going to severly taint my the perception of high customer satisfaction and service recovery standards that I had about AMEX
This is going to severly taint my the perception of high customer satisfaction and service recovery standards that I had about AMEX
I'm not going to call them about it, both because it likely won't matter but also because it's no skin off my back, I'll just start using my Chase issued PP.
Jun 15, 2019, 2:21 pm
#260
Suspended
Join Date: Oct 2009
Location: Kan@da
Programs: Anything with sweet spots
Posts: 1,790
What level of compensation are you looking for? Seriously. I mean devaluations and benefits going away are never fun but what would make it right FOR YOU? 10k MR? 20k?
I'm not going to call them about it, both because it likely won't matter but also because it's no skin off my back, I'll just start using my Chase issued PP.
I'm not going to call them about it, both because it likely won't matter but also because it's no skin off my back, I'll just start using my Chase issued PP.
Jun 15, 2019, 6:15 pm
#262
Join Date: Jan 2002
Location: Salt Lake City, Utah, USA
Posts: 9,989
I was given a pro-rated refund of the membership fee on my Ascend card after going back to the free basic Hilton CC. That seems to me to be what is appropriate for Amex to do for people who no longer see the value proposition in having one of their premium cards.
Jun 16, 2019, 9:50 pm
#263
A FlyerTalk Posting Legend
Join Date: Feb 2001
Location: Berkeley, CA USA
Programs: Piggly Wiggly "Shop the Pig!" Preferred Shopper
Posts: 57,044
While it's a good look at it, I also think it is a bit deceiving to imply you are left option-less at only 3 airports. If you aren't flying Delta, 40% of previously covered airports, now leave you with no option. Some of us also vastly prefer the food options at the restaurants vs the lounges.
Jun 18, 2019, 9:14 pm
#264
Join Date: Aug 2017
Programs: Hilton Diamond, IHG Spire Ambassador, Global Entry
Posts: 2,825
Because it's more than numbers, even though the numbers are still bad. My home airport would be seen as "covered" on this list, but the food options at Airspace are very limited. Meanwhile, the Bar Symon credit gets you a choice of anything for $28. For an example, for breakfast, I might get an omelet with potatoes and a cocktail. With airspace, I can get a breakfast sandwich. Again, that is an example at a "covered" airport. There's still the fact that some airports leave you with no choice at all now. Personally, I completely understand the business case for restrictions. Limit guests, visits per year, outgoing only, etc. Leaving the customer without any option from a card marketed as a premium travel card is a bad move.
Jun 19, 2019, 7:44 am
#265
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,952
Removing a preferred option is not the same as leaving someone without any option.
I think that if Priority Pass had partnered with restaurants ONLY at airports without Priority Pass lounges, card issuers would see this as a way to increase network coverage. When Priority Pass started adding restaurants IN ADDITION TO lounges AT THE SAME AIRPORT it signaled a new business model that American Express isn't willing to support financially.
To my knowledge Priority Pass has not acknowledged American Express' announcement. There are several ways that this can play out over the coming months, I wouldn't form any opinion this soon.
I think that if Priority Pass had partnered with restaurants ONLY at airports without Priority Pass lounges, card issuers would see this as a way to increase network coverage. When Priority Pass started adding restaurants IN ADDITION TO lounges AT THE SAME AIRPORT it signaled a new business model that American Express isn't willing to support financially.
To my knowledge Priority Pass has not acknowledged American Express' announcement. There are several ways that this can play out over the coming months, I wouldn't form any opinion this soon.
Last edited by mia; Jun 19, 2019 at 7:52 am
Jun 20, 2019, 3:42 am
#267
FlyerTalk Evangelist
Join Date: Dec 2002
Location: Danville, CA, USA;
Programs: UA 1MM, WN CP, Marriott LT Plat, Hilton Gold, IC Plat
Posts: 15,716
Let's put this in perspective:
THIS list from late May shows Priority Pass restaurants at 20 domestic USA airports.
Twelve of those airports have an actual Priority Pass lounge, or a Centurion (some under development), Escape, or Airspace lounge. Many have more than one.
This leave eight lounges with no coverage. Five of those have Delta Skyclubs.
THIS list from late May shows Priority Pass restaurants at 20 domestic USA airports.
Twelve of those airports have an actual Priority Pass lounge, or a Centurion (some under development), Escape, or Airspace lounge. Many have more than one.
This leave eight lounges with no coverage. Five of those have Delta Skyclubs.
I expect amex will see some attrition to chase and other options (ie CNB) from those who like the restaurants. CNB also allows unlimited lounge guests.
Jun 20, 2019, 5:41 am
#268
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,952
Agreed. Part of the art of running a business is to drive unprofitable customers to your competitors -and- have the customers think it was their own idea.
Jun 20, 2019, 10:27 am
#269
Join Date: Oct 2004
Location: Clinging to the edifices of a decadent past from the biggest city in America nobody really cares about.
Programs: (ಠ_ಠ)
Posts: 9,077
My take is this: PPass sets a “per visit” allowance per member per facility. In talking with restaurants it seems they get ~$20-24 for every “$28” visit (no idea what the real number is or how it varies but throw these numbers out for illustration). Anyways AMEX seems to be objecting to the “non-lounge” experience here which strikes me as odd.
Be it a lounge, be it a restaurant, be it a whatever, PPass - and presumably AX/Citi/Chase/etc. - are STILL paying ~$20 per visit to one of PPass’s vendors regardless of what the PPass holder does or orders. Therefore why would the bank care about the “kind” of establishment it is? In other words, is paying $20 for an AF lounge visit at IAH really that different than paying $20 for a restaurant visit at IAH for AX?
From my limited perspective the REAL issue here is utilization. Sure $20 is $20 is $20 but if PPass members are more likely to hit up a restaurant at an airport when they would NOT have hit up a PPass lounge (FWIW I would probably not go to the AF/KL lounge at IAH BUT would go to the restaurants there) then you’ve got a utilization issue where it becomes $20 x [ however many EXTRA visits due ONLY to the fact the vendor’s a restaurant ] comes into play.
Disappointed to see AX take this approach and can’t but help wonder if there was a middle road available (I.e. allowing restaurants visits at airports where no other CL or PPass lounge option existed).
Jun 20, 2019, 10:31 am
#270
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,952
I don't think they do care. The public reason that a company uses to justify a decision need not bear any relationship to the private reasons that motivated that decision.