American Express Global Business Travel Avis 46

I have never experienced a more consistently unreliable and frustrating travel partner than AMEX Business Travel.

They repeatedly confirm business class flights, only to quietly downgrade bookings to economy without notice. By the time the mistake is discovered, they are unable, or unwilling, to fix it. This isn’t a one-off error, it’s a pattern.

Even more concerning is their complete lack of operational judgment. They routinely propose and book flight connections that are simply not viable, leaving no buffer for delays and virtually guaranteeing missed connections. It feels like no one is actually thinking through the traveller experience or the real-world logistics.

What makes this worse is the lack of ownership. When things go wrong, which is often, resolution is slow, reactive, and ineffective. You end up spending more time fixing their mistakes than it would take to book travel yourself.

For a service that positions itself as a premium business travel partner, this is completely unacceptable. Instead of enabling productivity, they create risk, stress, and unnecessary disruption.

Quite simply, this is the worst business travel service I have ever worked with.

Get put on hold. Talk to someone with such a heavy accent you can't understand them. Get hung up on. Try to call back. Get put on hold for 20 min. Still on hold. Rinse and repeat.

I recently booked a hotel stay through American Express Travel and was shocked to discover I was charged dramatically more than the hotel actually charged for the stay.

American Express billed my card $572, but when I checked out, the hotel’s final folio showed the true total cost was $415. That is a $157 difference — nearly 40% higher than the actual hotel price.

I contacted American Express customer service and was transferred three times. Every representative insisted Amex Travel “does not charge extra fees” and could not explain why their charge was significantly higher than the hotel’s documented amount. No one opened an investigation and no one provided a real answer.

I have documentation showing both the Amex charge and the hotel receipt. This was not taxes, incidental holds, or a misunderstanding — the hotel confirmed that $415 was the full cost of the stay.

Customers use American Express Travel assuming they are getting transparent pricing and cardmember benefits. Instead, I was charged far above the merchant’s actual price while being told there were no added fees.

Until this is resolved, I will not use Amex Travel again. I strongly recommend travelers compare prices directly with the hotel before booking through the Amex portal.

I loathe having to use their corporate travel booking platform. It is non-intuitive, full of poorly designed validation checks, blocks and data breaks. Requests are returned and booking cancelled without reasons provided. Request resubmissions do not work. Copy requests do not work. Online chat help seems to have been disabled. Contact centre staff are offshore and ill-equipped to support on technical failures or handle re-bookings of existing itineraries manually.

I purposely obtained this card to help with travel. I only used it for one trip because it was a disaster. I specified that I only wanted to use Japan Airlines for flights to and from Tokyo. Their business class seats are far better than American Airlines. They booked American. I must have spent over 30 hours with multiple AMEX representatives. I am much better off making travel arrangements internally and will NEVER use AMEX travel! I finally canceled the card today.

My hotel stay booked via American Express Travel was a nightmare and they are aware it's usually terrible when booking online (customer rep told me more than once). I reported it with timestamps, receipts, and offered photos, but their customer service was like talking to a wall. Scripted excuses, and no help despite my loyalty. Avoid Amex. Membership is 75$ more a year now and the service is not getting better.

I utilize AMEXGBT for work. In the past week, AMEXGBT has cancelled 5 of my flights with “major change” emails coming in. Well, none of the airlines changed anything with the flights. First 3 times was “American Airlines fault”. I called them and they said AMEXGBT cancelled the flights. We got to the point where American had to create a pin with me so nobody aside from me could cancel the flights. Issue happened again this morning with Southwest and AMEX is saying “it’s Southwest’s fault”. It’s always someone’s fault other than AMEX. I’ve been on the phone/hold for over 8 hours in the course of 3 days. Can’t ever get a supervisor because they are “in meetings”. I’ve been on hold all day, how is that possible? Currently being screwed for almost 1k in flight price changes rebooking the same cancelled flights, and AMEXGBT won’t do anything about it except read me their policy about cancelled flights. Now when I call in and explain the situation, the associates laugh it off like it’s a sick joke they’re playing. If this is a prank, it’s not funny.

I booked a Hotel Collection stay at the Lotte New York Palace through the American Express Platinum Travel Desk last week. The room was advertised with Hotel Collection benefits, but when I arrived, the hotel refused to honor them. I contacted Amex immediately and asked them to speak with the hotel manager before I checked in, but the night manager still declined to provide the benefits—even though that's exactly what I booked through Amex.

Worse yet, the room was filthy and completely run down. It smelled of mold, and it looked as though it hadn’t been updated in decades. The carpet was stained and worn, the furnishings were tired, and the whole room felt neglected and unhygienic. I later found out from the morning manager that the room hadn’t been renovated in at least 15 years and was due for an overhaul. It was also a handicap-accessible room—something I was never informed of—with a shower head positioned at my chest level.

I was charged $660 for this room, and honestly, I would have been upset even if I had paid half that. But for the fact that I arrived late in the evening, I would have simply walked out and booked another hotel.

Between the deceptive booking and check-in process, the refusal to honor promised benefits, and the unacceptable condition of the room, this experience felt like a total rip-off. I expected better from both American Express and the Lotte Palace. This was not the luxury experience I expected—it was more like a fleebag motel—and it was a classic bait-and-switch. Both companies should be ashamed.

Dan K

If I can give zero, I would. They don't even come back to you after replying my 2nd email saying they'll expedite.

35 minutes on hold to get an agent, 5+ minutes between chat responses, inability to manage basic booking updates, no ability to make changes with online tools in a flight cancelation scenario. This is not good travel service.

This review is about their recruiting process. I didn't use their services directly and I hope I never do.
One of their recruiters contacted me on LinkedIn saying I would be a good fit for the position Travel Counselor, working remotely from The Netherlands. He sent me the job offer link, where the salary was never mentioned. After I applied he said he would update me, and after weeks he still didn't. I texted him to follow up and he never replied. After a while he sends me an email with an invitation to a phone interview. I set an appointment, they send me a confirmation email and plenty of reminders days and hours before the meeting. The day and time set come and they never call me. They wasted my time. Very unprofessional and disrespectful. I then read their reviews here on Trustpilot and there you go, everything was clear. Unreliable both for candidates for job offers THAT THEY POST AND CONTACT YOU ABOUT, and both for customers. Stay away.

Everything went wrong.
Service 24/7 = 24 second during 7 days? Or what?
After 2 hours waiting on the phone - no answer.
After 1 hour waiting on the phone - no answer.
When You change the flight tickets - AEGBT forget change the telephone number - Yes, they remember ask a new number.
JusT IDIOTS!!!!!

Amex GBT doesn't even know how to read a California driver's license. Their hold times for customer service are 30 minutes or more, you will not get a solution, and you will not get follow up. I'm kind of surprised the trip got booked at all, and will not be surprised when more information is wrong throughout it.

If I could give 0 it would be more accurate. Calling corporate Amex GBT you know it will take longer than necessary and be way more stressful than needed. If I could manage my own travel rather than use them it would be a huge improvement.

Extremt oprofessionell och okunnig personal på Amex GBT! Välj ett annat företag för att boka resor och hotell!

I am writing to formally raise a concern regarding my experience while employed at American Express Global Business Travel from March 2022 to April 2022.

During my time there, I experienced unprofessional behavior from two individuals: Kipp Beahen and Katherine Macarthur.

Conduct of Kipp Beahen:
Kipp instructed me that I could not leave my workstation until I had copied and pasted a positive comment into Workday for work purposes. I found this request to be inappropriate and coercive. It created a hostile work environment and made me extremely uncomfortable. Ultimately, I was let go from the position, and I acknowledge that I mentioned accepting another job—however, I believe the situation was mishandled and lacked professionalism.

Interaction with Katherine Macarthur:
After my termination, I inquired about the reason and requested to speak to a supervisor. Katherine responded dismissively, saying, “Oh, that’s none of your business.” I found this response to be rude, unprofessional, and dismissive of my right to seek clarity on the matter.

I’m disappointed by the way I was treated during and after my brief time with the company. I believe that respectful and transparent communication should be fundamental in any workplace.

I am sharing this feedback not only to raise awareness of my experience but also in hopes that necessary actions will be taken to ensure a more respectful environment for future employees.

Thank you for your time and attention to this matter.

Sincerely,
Owais

They have duplicated charging to my bank account, 1 transaction from AMEX is completed and the other one transaction from airline is pending. I called to AMEX and they asked me to send email to AMEX e-invoicing to check, but their feedback to me after 2 days just saying they didn't charged me double and asked me to check my bank. They are the travel agent supposed to provide service, but actually they just throw away my questions, AMEX hotline asked me to reach out AMEX email, AMEX email asked me to check my bank. I didn't see they provide any service.

They do not deserve a star. The amount of time lost booking a simple trip is a gross loss. I spent over 2 hours booking 2 trips between Phoenix, to LA area direct flights. Between the serious glitching and lag times, you get the system auto selecting the wrong area, wrong day, and more.

This service is the worst I have ever encountered. I greatly miss using Concur for booking.

American Express global business travel group is a scam and a disgrace to customers. They are unhelpful, untrustworthy, and completely useless. They have a monopoly on working with large corporations which is the biggest scam yet. They fraudulently charge and overcharge customers for booking fees, after hour fees, travel changes, anything. There is no set fee so they charge whatever they want to the customer without regulation or oversight. This so called travel agency should be ashamed and abolished. I even hate working for my employer for working with them. If you can avoid working with this agency then avoid at all costs, literally and figuratively.

Left in Saudi Arabia, after they cancel by error one of my flight, and they didn´t provide any solution if not paid by myself/and my company a ticket in business for thousands of dollars, without assuming any responsibility.
AMEX cancelled my flight from AMS to DUS for their error. The flight from AMS to DUS is a short flight and was good in economy. Now the ticket in economy from AMS to DUS is not anymore available.
The emergency line of Amex didn´t give any alternative if not paying the Business class from AMS and DUS at € 1,700, that seems not fair.

Asked if Amex could book a train from AMS to DUS, but they told me that they cannot book train, and to call tomorrow between 8am to 6pm for booking train.