Aus. Financial Review benefit gone. (Replaced with The Australian)

[Daver6]

Thanks. I read this as well (just now after my earlier post). I was browsing on my Amex app on iPhone and click explore/learn Platinum benefits and it definitely ONLY mentioned a flat amount of $300 (of Travel Credit). I was alarmed and even thought I might have been redirected to the US Site (i.e. US$300) but it was not. However, I now hold the hope that it's a mistake on Amex side of failing to update its "mini" site. Let's hope for the best.

Any way, my apology if it's a false alarm.

I think it must be some page that they forgot to update. At least truly hope that's the case

 

[Quattro]

If that were the case, an incoming benefit would surely be announced.

 

[gfm]

It's about time that the once-offered Cathay Pacific/Marco Polo Gold status was re-introduced.

 

[SeaWolf]

It's about time that the once-offered Cathay Pacific/Marco Polo Gold status was re-introduced.

I would definitely see that as a worthwhile benefit, but I suspect the days of airline status being part of the card offering are over. I think the Centurion card has Emirates Gold, but that's the only one I can think of. I believe that might be organised at a global, rather than local level as well.

 

[Daver6]

This is also being discussed here AMEX Platinum Charge Benefits - Q&A

 

[Poojou]

Commercials behind whatever the benefit is may not be finalised yet so I can understand why it can't be announced til locked in. There may also be NDAs involved during negotiations.

Feels like they were caught off guard by AFR pulling the plug and have scrambled to get something else together.

Chatting to Amex chat atm - they said quote:

"
We continually review the products and benefits we offer our Card Members. As a result of this, we have decided to exit the relationship and will continue to look for ways that we can deliver value.

We will continue to review the partnerships and benefits we offer our Card Members, and we will also continue to share with you any updates about this."

Agent was also very apologetic - seems like they've got a canned script they have to use re: that particular Q

 

[fantastikforce]

Chatting to Amex chat atm - they said quote:

"
We continually review the products and benefits we offer our Card Members. As a result of this, we have decided to exit the relationship and will continue to look for ways that we can deliver value.

We will continue to review the partnerships and benefits we offer our Card Members, and we will also continue to share with you any updates about this."

Agent was also very apologetic - seems like they've got a canned script they have to use re: that particular Q

So they are trying to say that based on feedback, they got rid of the AFR benefit?

 

[albyd]

Wouldn't be the first financial institution that did this. I recall Citi was spouting the same line that it had been at customers' request that they'd devalued the card. Why not just tell the truth. They need to make money and we can just evaluate the revised offer in line with our needs and make a decision from there. No need to rub salt into our wounds by telling us that they did it at our request.

 

[Daver6]

Sure do, [email protected]

Agreed, if the emails were sent advising us of changes were like "You're going to lose AFR but in its place the new benefit is ...." it might make it easier to determine whether to keep the card or look at other products prior to changes/renewal.

I sent off an email to this address on the 7th May. to express my disappointment with this benefit being removed and at short notice. I explained how based on the value they claim on their website, the loss of this benefit for myself and on supp card holder who used it is $1256. I also expressed disappointment at other benefits being removed with no replacement including the Shangri-la hotel status, the removal of Priority Pass restaurant benefits, shop small only being available on the primary card as well as an increase in the annual fee only a few years ago.

A few days later I received a pretty rubbish response. My bolding below

Dear Mr. Daver6,
We write in response to your recent inquiry about the benefits on your American Express Platinum Card Account.
Firstly, we would like to thank you for the feedback you have provided regarding our services. All feedback is welcomed as we are continually seeking to identify areas of improvement within our Company and with Customer feedback as an integral means through which we can achieve this.
As per recent correspondence sent to all our Platinum Card Members, we had advised our partnership with the Australian Financial Review (AFR) is ending, as such the benefit associated with the Platinum Card will no longer be available for new enrolment. However enrolled Card Members will continue to have access until the 30 June 2021.
We acknowledge and appreciate your feedback regarding the upcoming changes and we would like to assure you that we will keep the negotiation channels open with both former and potential partners to provide the best benefits and offers for our Platinum Card Members.
As we have offered additional benefits to our Card Members and the current Card benefits associated with your Platinum Card Account are still available for redemption, we will not be making any changes to the Fee structure. We would like to take this opportunity to highlight what we are doing to preserve the value of our Cards, before we offer you some resolutions.
With the easing of government-imposed travel restrictions, airlines continue to review their scheduled flights and increase the number of destinations. The Travel Credit can be redeemed up to 10 months in advance and also be used for Hotel bookings, Car hire and experiences all through our Travel website. The expiry date for your Travel Credit is also available once you log into your online account on the American Express Travel Website www.americanexpress.com.au/travel.
You have also been advised of the Bonus Points promotions and Everyday Essentials credit back offers for our Platinum Card Members; we have also extended offers for food delivery and supermarket bonuses, and discounted or fee free subscriptions. Any new offers will be made available automatically or online. To view the offers available please log into your online account at www.americanexpress.com.au and scroll to the bottom of the page for the “Offers Tab”. If you would like to take advantage of the available offers, please ensure that you read the Terms and Conditions and Save the offer to your Card, prior to making the spend.
Although we understand this may not be the outcome you had hoped for, as we value and respect all Accounts held with us, we must treat all customers equally and stand by our policies. As such we would respectfully decline your request for compensation.
We trust this response explains our position and please accept our sincerest apologies for any disappointment and dissatisfaction caused as a result.
If you still have concerns you can also talk to the Australia Financial Complaints Authority (AFCA). AFCA offers a free external dispute resolution service for financial services complaints. You can contact them on 1800 931 678 or at www.afca.org.au.
Yours sincerely,
Lowell DC
Global Customer Research & Solutions

I thought this was a really poor response.

Firstly, he makes mention of being able to use the travel credit for experiences. As detailed here Amex credit for unique experiences - how to and ideas? this benefit was removed "the best of interests for our card members.". This bloke emailing me clearly hasn't got the memo that this was removed about a year ago.

Secondly, his email is just telling me about the benefits that already exist. No mention of a replacement benefit. I suspect nothing decent will be coming in that department.

Did anyone get a better response?

 

[sudoer]

No mention of a replacement benefit. I suspect nothing decent will be coming in that department.

I called a few days ago to order a replacement card for a supplementary cardholder and asked when the new benefit was coming. They said it was up to a month away but would definitely be announced before the AFR sub ended.

 

[sudoer]

The replacement benefit for the AFR is a digital subscription to The Australian. I think this might also include WSJ but I forgot to ask. The RRP on the subscription (after any initial joining promos) is $520 per year.

I see no value in a subscription to The Australian, I explained this to the rep and asked if a prorated refund of the annual fee was possible if I cancelled as I am half way through my membership year.

They transferred me to someone working in their onshore retentions team who said a prorata AF refund isn't possible but they could give 30k MR points due to the loss of the benefit.

I asked if there was anything else in the pipeline and told no, but the retentions rep said they only find out 30 days ahead of time about benefit changes.

 

[SeaWolf]

Pffft, a subscription to The Australian is no substitute for the AFR.
Pretty disappointing.

 

[dcooper]

I agree it’s like they just did a google search and picked the top result. Why can’t the team actually consider what would be great for us and deliver value and quality?

 

[Infrequent traveller]

Pffft, a subscription to The Australian is no substitute for the AFR.
Pretty disappointing.

I really think the Amex cardholder community, let alone Charge Card holders, expects, prefers, and deserves something better?!

I have a feeling that I am being thrown something saying hey it’s free and you should be happy. No, I don’t want to be treated like that and I have my minimum requirement of what I subscribe or be a customer/patron!

 

[drd71]

If you have a son or daughter at school or university a subscription to The Australian is $25 a year. Wow what a replacement for the AFR!

 

[fantastikforce]

So it's only been replaced with one benefit which does not live up to its previous benefit with the AFR subscription.

And what about the Shangri-La Golden Circle benefit? They didn't replace that with anything similar.

 

[TheRealTMA]

Pffft, a subscription to The Australian is no substitute for the AFR.
Pretty disappointing.

Why would anyone pay an amount of money to read any Murdock fake news sheet?

AFR any day instead please.

 

[Infrequent traveller]

Why would anyone pay an amount of money to read any Murdock fake news sheet?

AFR any day instead please.

May be Amex is actually selling the membership database to Murdoch for some extra revenue?!

 

[sudoer]

pity. I'd prefer to keep my card, but not at this price. With 1MR ~ 1 cent, they basically took away AUD 625 from you and give you AUD 300 (MR) + AUD25 (The Australian). Effectively still shrink by AUD 300.

I'm half way through my membership year so I thought the 30k was reasonable for losing 6 months of AFR subscription.

Can we start a poll? curious at how many will / will not renew their membership this yr

I will probably cancel in December unless the benefits/earn rate improve substantially, international travel comes roaring back, or I get offered a retention deal I can't turn down.

 

[muppet]

Why would anyone pay an amount of money to read any Murdock fake news sheet?

AFR any day instead please.

Irrespective of the quality of The Aus.... all its news can be obtained via other free sources. The same cannot be said of AFR, there's so much in the AFR that isn't covered elsewhere.

I personally cancelled my Plat Charge about a year ago as I only have it for the travel bennies, but my AFR app is still going strong so no complaints yet.

Now that domestic travel is happening to some extent, I am missing my VA lounge access but it's not worth $1400 so I just have to suck it up.

I also missed the Fine Hotels and Resorts until I discovered pretty much all the major chains run similar programs.