Poorly Trained Phone Agents Can Cost You Time and Money
Airline phone agents are the bane of my existence. As part of my award booking services, I call the airlines every day, so I've had the unique opportunity of speaking to hundreds of phone reps. While a few are truly gems who are fast and know the rules, many are clueless and their mistakes can cost you time and money.
Case in point: I have a trip coming up this summer that I booked with Delta miles, but it includes segments on Air France. As a Diamond Medallion, I can make unlimited changes to the trip for free as long as there is award space. When changing carriers or getting rid of segments, the amount of taxes can change, which I totally accept. However, I called to switch to an Air France flight earlier in the day in the same class of service and the clueless rep told me I owed $20 more in taxes. This was bizarre because I had done the same thing a day earlier and it was an even exchange - nothing due.
When I pressed him on it, he was adamant that I owed the fee and they "must have raised the fuel surcharges overnight- they generally do that on Tuesdays." I knew this was wrong, but I didn't want to lose the seat since there was only 1 left. However, my gut told me to resort to the tried and true method of calling back and getting a smarter rep.
I thanked him for his expert help, but told him I was going to pass. I called right back and got a chipper rep who made the change in 30 seconds at an even exchange - nothing due. I saved myself $20 just for having a gut feeling that the rep was wrong. How many people would have paid the $20 not knowing any better?
The moral of the story is that we are at the mercy of chronically under-trained and misinformed phone representatives and you need to know when to give in or when to call their bluff (and hang up and call again). My advice is to do the latter when your gut tells you the rep doesn't know what they are talking about!
[card card-name='Premier Rewards Gold Card from American Express ' card-id='22035076' type='javascript' bullet-id='1']
TPG featured card
at American Express's secure site
Terms & restrictions apply. See rates & fees.
| 4X | Earn 4X Membership RewardsÂŽ points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 4X | Earn 4X Membership RewardsÂŽ points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 5X | Earn 5X Membership RewardsÂŽ points on prepaid hotel stays booked through AmexTravel.com or the Amex Travel Appâ˘. |
| 3X | Earn 3X Membership RewardsÂŽ points on flights booked through AmexTravel.com, the Amex Travel Appâ˘, or purchased directly from airlines. |
| 2X | Earn 2X Membership RewardsŽ points on prepaid car rentals booked through AmexTravel.com or the Amex Travel App⢠and cruises booked and paid through AmexTravel.com. |
| 1X | Earn 1X Membership RewardsÂŽ point per dollar spent on all other eligible purchases. |
Pros
- Valuable dining and food-related credits
- Flexible rewards with airline and hotel transfer partners
- Multiple travel and purchase protections
- No foreign transaction fees
- Access to Amex Offers for additional savings (enrollment required)
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership RewardsÂŽ Points after you spend $8,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if youâre approved and find out your exact welcome offer amount â all with no credit score impact. If youâre approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership RewardsÂŽ points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership RewardsÂŽ points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 5X Membership RewardsÂŽ points on prepaid hotel stays booked through AmexTravel.com or the Amex Travel Appâ˘.
- Earn 3X Membership RewardsÂŽ points on flights booked through AmexTravel.com, the Amex Travel Appâ˘, or purchased directly from airlines.
- Earn 2X Membership RewardsŽ points on prepaid car rentals booked through AmexTravel.com or the Amex Travel App⢠and cruises booked and paid through AmexTravel.com.
- Earn 1X Membership RewardsÂŽ point per dollar spent on all other eligible purchases.
- Pay ItÂŽ lets you tap in the American ExpressÂŽ App to quickly pay for small purchase amounts throughout the month and still earn rewards the way you usually do. Plan ItÂŽ gives you the option to split up big purchases into equal monthly payments with a fixed fee. Youâll know upfront exactly how much youâll pay.
- $120 Dining Credit: Earn up to a total of $10 in statement credits monthly when you pay with the Gold Card at Grubhub (including Seamless), Buffalo Wild Wings, Five Guys, The Cheesecake Factory, and Wonder. This can be an annual savings of up to $120. Enrollment required.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year at over 10,000 qualifying U.S. Resy restaurants after you pay for eligible purchases with the American ExpressÂŽ Gold Card. Thatâs up to $50 in statement credits semi-annually. Enrollment required.
- $84 Dunkin' Credit: Earn up to $7 in monthly statement credits after you pay with the American ExpressÂŽ Gold Card at U.S. Dunkinâ locations. Enrollment required.
- $120 Uber Cash on Gold: Enjoy up to $120 in Uber Cash annually with your Gold Card. Just add your Card to your Uber account and you'll get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an Amex Card for your transaction.
- Enjoy complimentary Hertz Five StarÂŽ Status benefits like skipping the counter at select locations, adding an additional driver at no additional cost*, and vehicle upgrades**. Benefit enrollment and Hertz Gold+ registration are required. *Additional drivers must meet standard rental qualifications and must be a spouse or domestic partner to qualify as complimentary. Other additional drivers subject to fees. **Benefits are subject to availability and vary by location. Additional Hertz program Terms and Conditions including age restrictions apply.
- Book two nights or more with The Hotel Collection through AmexTravel.com and receive a $100* credit towards eligible charges at over 1,300 upscale hotels worldwide.§ *Eligible charges vary by property.
- Book your travel through the Amex Travel App⢠with added peace of mind â backed by American ExpressÂŽ service and support. Only for American ExpressÂŽ Card Members.
- Whenever you need us, we're here. Our Member Services team will ensure you are taken care of. From lost Card replacement to statement questions, we are available to help 24/7.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.