Long telephone hold times for Centurion members?
Mar 2, 2022 | 3:55 pm
#1
Original Poster
FlyerTalk Evangelist
Join Date: Feb 2000
Location: Los Angeles
Programs: UA Plat 2MM. DL Plat, AS MVP
Posts: 12,775
Long telephone hold times for Centurion members?
I thought that the huge annual payment for this card was to have immediate access to agents. Why am I 20 minutes on hold?
Mar 2, 2022 | 5:54 pm
#2
Join Date: Mar 2017
Location: San Diego
Posts: 154
Same thing has happened to me. They don't have enough staff. To be fair, lots of companies are having difficulties hiring and retaining good people in the past two years. To also be fair, it doesn't jibe with the annual fee doubling in 2020.
Mar 3, 2022 | 5:38 am
#3
Join Date: Jul 2020
Location: JFK/LGA/BDL
Posts: 426
I appreciate that instant service is the expectation for such an exorbitant annual fee (and may even be a genuine need) but, as already noted, in the current environment it is likely that they simply don't have the staff to accommodate that expectation.
Tip from a lowly Platinum member - just use the feature to have them call you back when they're next free. Waiting on hold is for suckers. I've used this with the Platinum Concierge (as well as some airlines) and it allows you to go about your day without being chained to a phone. If it makes you feel any better my recent wait time with Delta was 4 hours. I have to call the Platinum Concierge this weekend for help with an upcoming trip and I expect about the same.
Tip from a lowly Platinum member - just use the feature to have them call you back when they're next free. Waiting on hold is for suckers. I've used this with the Platinum Concierge (as well as some airlines) and it allows you to go about your day without being chained to a phone. If it makes you feel any better my recent wait time with Delta was 4 hours. I have to call the Platinum Concierge this weekend for help with an upcoming trip and I expect about the same.
Mar 3, 2022 | 9:55 am
#5
Join Date: Sep 2011
Programs: Virgin Atlantic Silver, IHG Diamond, Bonvoy Gold, Hilton Diamond, AA Platinum Pro, Sixt Diamond
Posts: 1,401
Never any waits with my "lowly" ICC Platinum. Even the concierge is essentially instant. 
Guess the U.S. teams are really struggling...
Guess the U.S. teams are really struggling...
Mar 3, 2022 | 9:55 am
#6
Join Date: Nov 2015
Posts: 63
Mar 3, 2022 | 5:27 pm
#9
Join Date: Dec 2017
Location: London
Programs: AA Exec Plat, Hyatt Globalist, Emirates Gold, HH Diamond, Centurion (UK), Virgin Gold
Posts: 84
moe8555 careful or we will outsource our labor to your ICC team!
Mar 4, 2022 | 6:22 am
#10
Flyertalk Posting Legend Moderator: Credit Card Programs, American Express, Capital One, Chase, Citi, Diners Club, Signatures.
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: HH & IHG Gold; Marriott & AA Perpetual Platinum
Posts: 49,512
Mar 4, 2022 | 7:28 am
#11
Join Date: Apr 2006
Location: NYC
Posts: 1,020
Same here with long wait time while calling two days ago. And the only reason I dialed in was because they weren’t responding via email, and 9/10 my designated Cent Team responds quickly.
The times of one RM and instant pickup when calling are long gone. Doubt things will ever get back to that level of service.
The times of one RM and instant pickup when calling are long gone. Doubt things will ever get back to that level of service.
Mar 7, 2022 | 7:09 am
#12
Join Date: Dec 2017
Location: London
Programs: AA Exec Plat, Hyatt Globalist, Emirates Gold, HH Diamond, Centurion (UK), Virgin Gold
Posts: 84
Mar 7, 2022 | 7:14 am
#13
Join Date: Sep 2011
Programs: Virgin Atlantic Silver, IHG Diamond, Bonvoy Gold, Hilton Diamond, AA Platinum Pro, Sixt Diamond
Posts: 1,401
Mar 7, 2022 | 7:18 am
#14
Join Date: Dec 2017
Location: London
Programs: AA Exec Plat, Hyatt Globalist, Emirates Gold, HH Diamond, Centurion (UK), Virgin Gold
Posts: 84
So in other words ICC is an Amex UK product/division, shouldn't IDC should be a division of Amex US??
Mar 7, 2022 | 7:20 am
#15
Flyertalk Posting Legend Moderator: Credit Card Programs, American Express, Capital One, Chase, Citi, Diners Club, Signatures.
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: HH & IHG Gold; Marriott & AA Perpetual Platinum
Posts: 49,512
There are two versions of IDC. One is issued in the USA for Latin American residents that have assets in a US Financial Institution. The one that moe8555 holds is issued and serviced in the UK (as is the Euro version).