Aden

Disappointed that Amex is running a bait and switch scam with this card:

- Amex offers two visits to Priority Pass lounges as a benefit (including the Strata lounge in Auckland).
- Sign up through the Amex web site and you are issued a virtual Priority Pass card.
- Present the virtual card at the Strata lounge and you will be charged.
- Complain to Amex and they will issue no refunds and state you should have used a Physical Priority Pass Card, not the Virtual Priority Pass Card issued.

This reeks of a bait and switch to me. If you can't use the virtual Priority Pass card to access the Amex benefits then they shouldn't issue it at the conclusion of the Signups from the Amex site.

Anyway for other kiwis: strongly recommend avoiding this card.

mia

Is the virtual card invalid at all Priority Pass lounges?

How do you "present" a virtual card? Did you add it to the Priority Pass smartphone app?

Aden

I've only tried the Strata lounge in Auckland, so can't comment as to other Priority Pass lounges, I would imagine its the same though.

I simply presented the virtual card via the iPhone Wallet, the attendant scanned it and said I was good to go. No mention of a charge, that showed up on the statement later.

The Amex sign up process gives all your details to the Priority Pass who then direct you to download the app (which comes with the virtual card). Probably worth noting that at no point did I give Priority Pass my Amex card number or personal details. Amex did all of that.

It seems to me the setup is designed to scam customers. Most people are used to signing up and being issued with a virtual card which is then good to go. Telling someone they will get a benefit, issuing them a card which they then use, and then charging them and stating they should have used some other card is beyond poor process, its bait and switch.

mia

That's normal, lounge attendants have no knowledge of the terms of anyone's Priority Pass membership.

It sounds as if you are accepting an explanation offered by a frontline American Express agent who invented an answer to end the call. I would ask again. The account number should determine the billing, not the form of the credentials.

Aden

I escalated through to the supervisor the next day thinking the same thing and got exactly the same answer. But yes, I intent to write to the regional customer relations manager as a next step.

marconess

Cant imagine while a physical card would be any different to a virtual/PP app card. Surely they are the same number eitherway?

I'd write in, and as the poster said above, not take the first answer from that agent.

mia

I believe the Benefits Guide for this card is here: https://web.aexp-static.com/content/...nefits_tnc.pdf The wording of the terms suggests that the free passes are not available until the second year of card membership, after the first renewal fee is paid, but if that were the problem it would be straightforward to explain.

Aden

I've had this particular amex card three years now, although I'm 'Member Since' 2008. So even if it were the problem it shouldn't apply here. I've written to the Customer Relations Manager, although its a physical address so I suspect a reply will be a while coming. Will update here if/when I get one.

mia

Have you received a physical Priority Pass card? Is the embossed number the same as the virtual pass?

Aden

I have not, I will update if one arrives. It would be somewhat bizarre if it differs.