American Express Global Business Travel Reviews 

They overcharge for basic services, you have to call for any travel adjustments instead of going through the company you are booked with, you don't receive your membership points with companies which means no upgrades no matter how much you travel, and random fees charged. It would be easier to use any other site or each company separately. DO NOT recommend.

I work for a large financial services company in the UK. They mandate we use American Express (Amex) GBT for all our travel booking needs but Amex just cancelled two hotel rooms today with no notice or reason.

OK - so they were just a re-badged Booking.com rates, which I could have booked myself on Booking.com.

I'm really not sure what value they deliver other than keeping me on the phone for an hour trying to figure out what they have done.

The agents start getting rude when they realise how long things are taking to fix things.

Corporate travel agents shouldnt deliver this kind of service.

A middle man delivering zero value ; negative value because they make it worse.

A fraud. Useless. Worst customer support ever. The company charged me 80e by mistake for a trip to Barcelona that I've never booked/done. Support advised to reach out to an email address, 1 month and 4 emails later, they haven't even responded. The support representative is rude and doesn't want to help. The company doesn't have any other way to get contacted.

EDIT: Two years later, they finally responded. Wild!

I recently wanted to reschedule a return flight booked through AMEX Business Travel. I first called the airline who quoted a charge of $174.00. Without having the credit I was told I would have to work with AMEX to reschedule. While the hold time was not bad, I was quoted a total of $1000+ to make the change. I was flabbergasted, and when I asked how that was even remotely reasonable, I was promptly hung up on. No Thank You AMEX, I will be booking independently from now on, and hopefully our company will follow suit. It ought to be considered a crime.

The service is horrible. I've waited on line for hours to get a "travel expert" to help me. Transferred 3 different times to new hold music. "Please hold, we need to transfer you to our Executive Service" and into the land of eternal hold I go. There are probably better corporate travel services out there, and I'll be looking.

My company requires that we use AMEX GBT. Weather forced cancellation of my flight. I had to call AMEX GBT to get hotels cancelled - hopefully without penalty. Of course, I was on hold for 30 plus minutes and the agent could not help me. I called one hotel myself, and the desk said that they would cancel without fee. The other said that my reservation would have to be cancelled by the booking agent. I could be doing my job, but I instead am spending time being my own travel booking service agent. Why do we use AMEX GBT?

How are they still in business? The amount of lost productive time I spend almost every time I book a trip is astounding. My corporation switched to using them several years ago and it's been a disaster. Last time I had to book an international trip it took me over 10 hours. TEN HOURS! Multiple internet sessions, LONG phone calls with undertrained agents, multiple emails. Looking to book another similar trip now and have already spent 20 minutes being unable to login to the website, not getting password reset emails, I am forced to use this service and it's simply infuriating. If you are able to get a competent agent on the line do whatever you can to try and get back in touch with them.

Absolutely the worst company I have worked for. Lack of training. Management is out for themselves only. You have to make those numbers! Pay is not enough with what you deal with day in and day out! Benefits very expensive . Working around schedules that are bidded every 3 mos. Same for pto. Don't plan on getting days off you want for the first few yrs. If you quit or you are laid off or let go they will not pay out vacation time. Lacks communication and the managers and TLS just sit in meetings all day in Zoom. Do absolutely nothing. Ask for help and you get reported to managers that u needed help and then you get talked to.. about it. Working on a high end dedicated financial investinment firm was rough. Angry clients and admins all day everyday calling and literally screaming at you. Only for managers to pin anything on you the agent. You are tracked all day long. Recorded all day long. Someone is always watching. Very stressful place to work. I put in my notice and got walked. No vacation payout on my 120 hrs. And no sick pay out either. Do not recommend this place.

I contacted Amex GBT to make a rather complex flight booking for work as it involved multiple destinations. Nicola was very patient throughout the call and managed to get me the flights I wanted at a reasonable fare. We spent almost an hour on the call due to the complexity of the trip and Nicola was very patient throughout the call. Thank you for the great customer service.

Our comany recently switched to Amex for travel bookings but I have yet to have a pleasant experience with them. I will detail my latest saga with them as proof of their incompetence, and the frustration that they cause.

I would like a hire car dropped off and picked up at my home address for a forthcoming business trip, a service that I've experienced for over 20 years with our old booking agent.

Phonecall number 1
I spend 20+ mins a queue and eventually get a gentleman to whom I explain that I need a hire car to my home address for a trip, and I need his help because I can't book it on their website. He tries to book a hire car to be dropped off at the hotel I'm trying to drive to, and to be picked up from the hotel I want to drive away from. I explain to him again what I need, he sounds confused puts me on hold for a few more minutes before the line goes dead, I suspect he ended the call.

Phonecall number 2-I spend 10+ mins in a queue waiting for someone to answer. This time it's a lady but she keeps dropping in and out, sounds like she's in traffic, a couple of minutes of me and her saying 'Hello, can you hear me?' results in me putting the phone down and starting again.

Phonecall number 3-I spend a few more minutes in a queue before a gentleman picks up and I again explain what I need, it sounds like he's doing exactly what I did on the website that led me to call them. It also sounds like he hits the same problem I did and promises to try to find a solution, and call me back. To my surprise he did and solved the problem the others could not. Paulo, wherever you are, thank you for doing your job.

A job that I could have done myself in 5 mins (I'm not allowed to because they apparently save us money) took over two hours of my time, persevering with the 'experts', to complete. Can I find a link or a number to call to pay Paulo a compliment and discuss the abysmal service of some of their employees, of course not!

Check it out, they replied 3 years later. Can't even get online to respond in a timely manner. And check out their message reply, no owning it, no making it right, just some corporate crap about streamlining shit. If that was the case, this review wouldn't be here. Firstly, the flight credit value is jacked up so there's no value in purchasing that way. Secondly, Amex becomes the travel agent and any changes you want have to be done through them. Third, and here's the kicker, they suck at answering the phone, or chat, or email. I tried for 5 days for hours at a time from India. Nothing. In the end I had to book my own ticket home because I had to get back for a funeral. Now, the restrictions they have on the ticket lock me into a ticket that I can't refund, and need to use from India - and I paid for a flex ticket. I've been rooted royally and will be making a formal complaint with AFCA and and insurance claim. Steer clear, worst service on the planet. Worst experience. Lack of care, lack of willingness, lack of ability to carry out simple requests.

American Express offers a lot of services. But you have to jump through endless hoops and failures and mistakes to get even close to them.

Amex costs me 1000's every year in failed bookings, wrong bookings, etc. The pain of always having to double check on them is an endless hassle.
Stay away from AMEX to stay sane!

AMEX U.K sent me an email advising there is a problem with my flight booking ( correct Ref provided ) . In their email is highlited "do not reply to this email" and they do not provide any contact or email information . Okay, an on-line search to find phone numbers where they have truely buried these, but finally found . Two phone calls later , placed on-hold lasting more than 22 mins each and still no answer , even tried their Nethelands branch who did not know the U.K office number . So - issue not resolved and time wasted . All in all now over an 1.5 hrs of my day lost and not resolved . Here is a classic case of another large corporate company being more and more faceless with the same old message " we experiancing high volume ..... " which is really we dont have enough staff to care . So, you deciced , am I right to be frustrated with this same rhetric being dished out - do you want to be treated like this ....