As of Sept. 15, according to the American Society of Travel Advisors (ASTA), American Express Centurion and Platinum cardmembers now must choose between using their travel advisor or booking directly through American Express Travel to receive qualifying card benefits from its travel perks programs.
Until then, advisors could deliver those benefits through RezSaver, an Amex-run portal that let registered agencies book Fine Hotels + Resorts and The Hotel Collection stays and apply benefits from the Cruise Privileges Program.
ASTA says it received this information from an affected travel advisor and then launched a petition pressing American Express to “restore a verified booking pathway for professional travel advisors.” As of Oct. 5, the petition has more than 4,000 signatures.
Our Analysis: Advisors and Clients Alike Face Negative Impacts From This Decision
Luxury travel advisors often service clients who use these premium travel credit cards from American Express — and now the major bank is forcing its cardmembers to forfeit their card’s benefits if they decide to use their trusted travel advisor. Cardholders pay a hefty annual fee ($895 for Platinum and $5,000 for Centurion) for perks such as a credit of up to $300 per stateroom.
American Express is forcing travelers to pull part of that journey out of their advisor’s hands simply to receive their card benefits.
This puts clients in a tricky position where they must choose not to receive what they paid for, or use their advisor for only a partial trip booking. Advisors best manage a client’s trip when they are in control of each element — not to mention that hotel and cruise bookings are often the biggest sources of commission in a luxury itinerary.
Advisors also invest heavily in nurturing their relationships with hotels and cruise lines for their clients’ benefit, so ASTA is also asking suppliers who partner with American Express Travel to sign the petition and support their advisor partners.
What They Are Saying: If Card Benefits Are Conditional, Cardholders Suffer
“When a large U.S. bank cuts off travel advisors’ access to benefits for their shared clients, cardmembers are the ones who suffer,” said Zane Kerby, president and CEO of ASTA. “Travel advisors coordinate complex trips in which every connection matters. American Express is forcing travelers to pull part of that journey out of their advisor’s hands simply to receive their card benefits. That introduces unnecessary complexity and creates more opportunities for service disruptions when timing and coordination are critical.”
