Centurion Research Dinner

[Dyslexic traveler]

Is ready, unsecured credit a benefit cardholders recognise?

You have a point Foregner, I do use the card to extend the time I have to pay my ATO buy one month, but always pay off the balance every month. It's never a good idea to pay interest. For me it's all about the points, other than taxes I have not paid for a F flight on SQ in 10 years, or for that matter a J in Australia.

 

[Foreigner]

Then, if Amex were to provide better reward points the rest of the benefits like free transfers and fx transactions free of commissions et al become less important, IMO. (Even RMs don't really matter. I've never changed banks or branches if my RM moves. )

 

[Dyslexic traveler]

Then, if Amex were to provide better reward points the rest of the benefits like free transfers and fx transactions free of commissions et al become less important, IMO. (Even RMs don't really matter. I've never changed banks or branches if my RM moves. )

Im a little different my RM he is a great asset, and I like him. I have had him as a dinner guest at my home. But that's me a frendly guy. You are right if the points increased that would be a big win.

Wayne

 

[sparoz]

Okay, here are my thoughts, they are quote random but I will add if I remember more:

Centurion Enroute remains one of the best benefits

Most executive are generally very nice and have manners. However, the quality of the service is often inconsistent, lack of follow through, and slow. Amex ancillary services such as FX and third parties such as ACE doesn't provide a good enough customer service.

Travel - I have most issues with them - the last good trip I had with them was in 2007. Last year I wanted a holiday design for me and gave them some general parameters: I need to be at the conference at a specific destination at a certain date; I need to be in a certain country during the trip but it does not matter when, and listed out the sort of things I like to do. It is too hard for them, everyone wants to know my routing details from me, and keep telling me that it is too difficult for them if I don't have routing details. On my return, they advertised on the Cent magazine about "Crafted Journeys"... I complained to Travel's team leader, my RM, my business account RM, and the Asian Pacific premium card head. Some replied, and some promised a contact in the future and none has come through. Travel pearls such as how to route to save, or something as basic as checking price difference between two alternative ticketing options would have been useful.

Concierge - only if you find the right person which I do have someone who has been really good especially on restaurant recommendation around the world especially Japan (getting the reservation is another story). I have a concierge I always go through if possible and she has been able to achieve some impossible for me. However, recently these are things that I have been told that was too hard - such as sending flowers to my wife on a Sunday, or finding a track day in Dubai/Abu Dhabi.

I feel that it would be much better to have an assigned travel agent and a concierge could be useful.

I am actually happy to pay the annual fee, but it is high compare to the benefits. Australian Cent remains one with the least benefits compare to the same card around the world - there are really not many money can't buy benefits. Plat and Cent benefits are too close.

Recognition over Platinum are usually poor. Most hotels will just pull out the Plat benefits and make no distinction between the two.

Inconsistent recognition for status - for example IHG has been excellent and consistent, but Hilton Diamond is a bit useless as they can see that you are not a "real" Diamond, and always scheme on the benefits. However, my tendency to stay at FS hotels makes most of the status irrelevant.

ACE claiming is a PITA - taken weeks to claim my hire car excess waiver and they have knocked back 2 out of 3 of genuine claims on technicalities on the policies. The amount of time I waste it would be easier if I pay for excess waiver on my next car hire.

CX Diamond - the fact that you can get a seat even when there isn't a reward seat available makes that the best benefit the Cent ever had. It is a way for me to use up my points. EK Gold - does not equate to CX Diamond at all.

For me lounge access at airport is a bit useless as I don't fly economy. However, if there are F lounge access then it would be useful as often you are on J not by choice but because the route doesn't offer F.

I like to see networking functions, or unique experience that money can't buy. Access hard to get table in restaurants would be nice with minimal notice would be nice, the Cent table are often booked months in advance on some of the very popular restaurants.

Langtons has been good so far.

Card replacement is extremely quick, and RM has always been very nice. However, there are only limited things they can do if you have a complaint.

I like the tripadviser link. However, it would be nicer if you can fine tune to Cent holders or Cent/Plat holders recommended.

Overall, I would prefer a much more personalised service.

 

[Dyslexic traveler]

Okay, here are my thoughts, they are quote random but I will add if I remember more:

Centurion Enroute remains one of the best benefits

Most executive are generally very nice and have manners. However, the quality of the service is often inconsistent, lack of follow through, and slow. Amex ancillary services such as FX and third parties such as ACE doesn't provide a good enough customer service.

Travel - I have most issues with them - the last good trip I had with them was in 2007. Last year I wanted a holiday design for me and gave them some general parameters: I need to be at the conference at a specific destination at a certain date; I need to be in a certain country during the trip but it does not matter when, and listed out the sort of things I like to do. It is too hard for them, everyone wants to know my routing details from me, and keep telling me that it is too difficult for them if I don't have routing details. On my return, they advertised on the Cent magazine about "Crafted Journeys"... I complained to Travel's team leader, my RM, my business account RM, and the Asian Pacific premium card head. Some replied, and some promised a contact in the future and none has come through. Travel pearls such as how to route to save, or something as basic as checking price difference between two alternative ticketing options would have been useful.

Concierge - only if you find the right person which I do have someone who has been really good especially on restaurant recommendation around the world especially Japan (getting the reservation is another story). I have a concierge I always go through if possible and she has been able to achieve some impossible for me. However, recently these are things that I have been told that was too hard - such as sending flowers to my wife on a Sunday, or finding a track day in Dubai/Abu Dhabi.

I feel that it would be much better to have an assigned travel agent and a concierge could be useful.

I am actually happy to pay the annual fee, but it is high compare to the benefits. Australian Cent remains one with the least benefits compare to the same card around the world - there are really not many money can't buy benefits. Plat and Cent benefits are too close.

Recognition over Platinum are usually poor. Most hotels will just pull out the Plat benefits and make no distinction between the two.

Inconsistent recognition for status - for example IHG has been excellent and consistent, but Hilton Diamond is a bit useless as they can see that you are not a "real" Diamond, and always scheme on the benefits. However, my tendency to stay at FS hotels makes most of the status irrelevant.

ACE claiming is a PITA - taken weeks to claim my hire car excess waiver and they have knocked back 2 out of 3 of genuine claims on technicalities on the policies. The amount of time I waste it would be easier if I pay for excess waiver on my next car hire.

CX Diamond - the fact that you can get a seat even when there isn't a reward seat available makes that the best benefit the Cent ever had. It is a way for me to use up my points. EK Gold - does not equate to CX Diamond at all.

For me lounge access at airport is a bit useless as I don't fly economy. However, if there are F lounge access then it would be useful as often you are on J not by choice but because the route doesn't offer F.

I like to see networking functions, or unique experience that money can't buy. Access hard to get table in restaurants would be nice with minimal notice would be nice, the Cent table are often booked months in advance on some of the very popular restaurants.

Langtons has been good so far.

Card replacement is extremely quick, and RM has always been very nice. However, there are only limited things they can do if you have a complaint.

I like the tripadviser link. However, it would be nicer if you can fine tune to Cent holders or Cent/Plat holders recommended.

Overall, I would prefer a much more personalised service.

Great input thanks. I will take this with me tomorrow.

Wayne

 

[sparoz]

Great input thanks. I will take this with me tomorrow.

Wayne

Many thanks! One more thing; I feel that a decentralised team might be better suited in Australia - that allow better relationship building with key providers/hotels/restaurants across the country. For example a team in each capital city may be would make restaurant reservations and recommendations much more personalised.

The other thing was many years ago, they used to assign concierge requests to the most appropriate person in the team who has local knowledge. Individuals in the travel team used to specialise in certain parts of the world.

If you have different executives who have strong interest in certain areas, such as high end audio, diamond, fashion, cars, furniture and decors, music instruments, movies, events and concerts, food/restrarunts, specific sports and you have a triage to assign the requests. Any hard requests assign to the executives who can think outside of the square and direct the others to execute or that can be brain storm with the team leader. I think the executives have become generalist and the depth of knowledge and relationship becomes difficult.

For example, you might have a executive who is interested in food and wine, and he also love movies and have an interest in cars and golf. You might have another who appreciates art, and go to concerts all the time, love to travel, and keep up to date with the latest fashion.

(I should be running it for them) ...

 

[vantage03]

For me there are a few quick wins:
- Fix the coughbersome need to ID yourself on calling in. My partner (supp card holder) won't use them so as not to have to go through the process of card number and 15 security questions to book a restaurant
- EK Gold is useless; terrible award availability and basically gives access to QF Club. CX Diamond was a great benefit but I doubt CX would allow that to happen again
- Careys, their hire car partner, is pretty dreadful. I usually book my own hire car and pay for it so I don't have to use theirs
- MR bonus points get plowed through increasingly quickly, at least I've been more aware of it the last few years. If you're spending enough to have a Centurion card, the amount of bonus points you can earn really doesn't touch the dial. I divert select spend to Citi once my bonus points have been used.
- There's never any 'surprise and delight' moments from Amex. For $5000, give us something back every once in a while
- My RM is very good, however I have found most of them absolutely atrocious and it took me a long time to get to this one.
- Would be great to add AAdvantage and Miles & More as MR transfer partners

Anyway, my two cents. There are a number of great things about the card which I haven't mentioned ;-)

 

[pshepvic]

ACE claiming is a PITA - taken weeks to claim my hire car excess waiver and they have knocked back 2 out of 3 of genuine claims on technicalities on the policies. The amount of time I waste it would be easier if I pay for excess waiver on my next car hire.

I've actually had excellent service from ACE. I've had 3 bag delay claims for emergency purchase, another 2 for damaged mobile phones, and one where I lost a passport and has accommodation and other costs to get a new passport, and all were paid quickly and with no questions asked at all. I even wrote to them to compliment and received a reply from the Asia-Pac GM. Again it might be similar to the service people get with Centurion - just depends who you speak to.

I also agree with you when you say there is a lack of differentiation from the Platinum card.

 

[token01]

premium points earning. 1.5 per dollar minimum. increase the overseas earn up to what some cards have like the citi prestige since forex isnt waived.

Bring back CX diamond or equivalent.

Distinguish Cent Services from Plat - its hilarious when the same operator calls it Plat concierge if your card hasnt been picked up.

SPG platinum. + hyatt diamond

More relationships with car dealers. Have not seen anything since the maserati luggage set if you bought a new Car from them.

thats the bare minimum. Im happy to pay more for the card if the services they bring on are truly exclusive.


Is it awkward for those that have changed RM. how did you go on about it? Never hear from mine unless i contact him ha

 

[Foreigner]

Any update from the Centurion dinner?

 

[russ]

Yeah, they couldn't get in. The restaurant didn't accept AMEX.

 

[Dyslexic traveler]

Love it , so funny and so often true.

Yeah, they couldn't get in. The restaurant didn't accept AMEX.

 

[Dyslexic traveler]

Hi All.

Please excuse man tardiness with regard to not feeding back sooner.

The night was very interesting. I got to meet about 6 other Centurions at Rockpool, we where met by Jane who is the Marketing and Benefits Manager, as well as her 2IC, and an independent marketing Person.

The Marketing is a world wide initiative, and seemed to be directed at benefits.

on Arrival we where offers champagne, it was Pol Roger , and i managed to drink my fill.

The Menu:

Crudo of Hiramasa Kingfish, Ocean Trout,Yellowfin Tuna and Coorong Yellow Eyed Mullet with Coriander,Horseradish and Lemon Oil
Joselito Ibérico Jamon, Trevelez Serrano Jamon,
San Daniele Prosciutto, Fratelli Galloni Prosciutto di Parma and Wild Boar Salami with Pickles
Grilled King Prawns, Split and MarinatedBeetroot Salad with Barrel Aged Feta, Rocket and Pistachio Dressing


Mains

Crispy King George Whiting Fillets with “Crazy Water
Wagyu Bolognaise with Hand Cut Fettuccine
Cape grim dry aged vintage 60 month old grass fed Fillet 250g
Cape grim dry aged 36 month old grass fed-Eye on the Bone 350g 61 days


Potato and Cabbage Gratin

Organic Carrots Inspired by St John

D E S S E R T

Crème Caramel
Catherine’s Passionfruit Pavlova
Chocolate Rice Crackle with Coffee Mousse and Hazelnuts


C H E E S E


Sainte Maure Cendré, Goat’s Milk Poitou-Charentes, France

Hervé Mons Bleu des Causses AOP, Cow’s Milk Rouergue, France

27 Month Pyengana Cheddar, Cow’s Milk
Tasmania,

Bourgone Cote D’ Auxerre2012 Domaine Guilhem
2012 Craggy Range Te Mana


As you can see so dinner and wine where good.



Lets get down to how we went with getting our opinions over to the Amex people.The group was mad up of 4 working people and 3 retires.
ages from 30 to 70


What I found interesting was the retires see the card as a status thin where as for the non retires, it’s all about the benefits.
What we all agreed on was that the service with the centurion card was hit and miss some RM are great others not so.
That the down great of points was a big mistake and that they need to have a product that is far and away better than the Platinum card.
That the benefits, are not as good as they once where. And need to be improved.
The cost of the card. ( although I did learn something I did not know that the USA card is only $2500 but if you want extra cards they are at a cost of $2500 per card )

So every thing that you all posted about was tabled.
We where all asked what three things we would like to see, and as you would imagine

The three big ones where

1. Reinstate 1.5 points for every dollar spend on utility’s, Tax and purchase’s as well as removing the extra overseas fee’s for transactions.

2. To either get back the Cathy Diamond status, or Qantas Plat + Or chairman’s lounge. (That one, I felt was like telling them your dreaming) but it was suggested.

3. Better communication from Amex, with regards upcoming events and more access to special events like the Fat Duck and Noma as well as more options for being able to contact Amex overseas offices when your in that country, to book restaurants and services in that country.
Other things:

That we should have a direct dial number for our RM, and no private number when they call us.
Bring back SPG Platinum, Better companion fares.

In finishing this I would say that I did feel that Amex is trying to fix this, only time will tell if it has any results.

Interestingly I received a call from my RM after the dinner, and he asked about the letter I had sent to the Amex CEO about 18 months ago. (as I had said at the dinner, that I was still owed a ****ing reply, and how rude it was that she did not have the decency to get back to me)

I would like to say thank you for all the feedback, I have sent the link to Jane the Marketing and Benefits Manager, who knows she may take a look at it.

Wayne Bourke
The Dyslexic Traveler

P.S One thing that i did feel was people who have the card as a status thing, may need to re think this. Soon we will be paying with Apple pay, and you will no-longer need a physical card, no more this is a heavy card, just an observance.

 

[pshepvic]

Fingers crossed that this comes about - Chairman's lounge would be brilliant but I can't see qantas coming to the party without some sort of hefty benefit - maybe though a deal that reduces the requirements for status though - eg. Qualify for Platinum but get Platinum 1, qualify for Gold but get Platinum etc would be good.

Anyway on another note - the potato and cabbage gratin is my favourite side dish in the world. I could eat just a serve of that for dinner and be happy!

 

[Dyslexic traveler]

Fingers crossed that this comes about - Chairman's lounge would be brilliant but I can't see qantas coming to the party without some sort of hefty benefit - maybe though a deal that reduces the requirements for status though - eg. Qualify for Platinum but get Platinum 1, qualify for Gold but get Platinum etc would be good.

Anyway on another note - the potato and cabbage gratin is my favourite side dish in the world. I could eat just a serve of that for dinner and be happy!

We live in hope pshepvic. And yes the potato and cabbage gratin is on my top 10 side dishes.

 

[sparoz]

Hi All.
Interestingly I received a call from my RM after the dinner, and he asked about the letter I had sent to the Amex CEO about 18 months ago. (as I had said at the dinner, that I was still owed a ****ing reply, and how rude it was that she did not have the decency to get back to me)

I would like to say thank you for all the feedback, I have sent the link to Jane the Marketing and Benefits Manager, who knows she may take a look at it.

Wayne Bourke
The Dyslexic Traveler

P.S One thing that i did feel was people who have the card as a status thing, may need to re think this. Soon we will be paying with Apple pay, and you will no-longer need a physical card, no more this is a heavy card, just an observance.

Hi Wayne, thanks for passing on our feed back and hopefully it will eventuate to something.

December last year I sent a message to Jeff Evans, and in his holidays he got back to me right away, and said he will pass on to the Cent team to get back to me. Nothing has eventuated. So it is very typical that you don't get any replies.

I had the feeling that the RM is used to smooth things over, but they have no power to do anything. So, I am not quite sure what's the use of them really although my RM is extremely nice and has been helpful more so recently. Earlier this week I have agreed to resign on a business deal with Amex which earlier this year I made good of my threat to stop using them if no one got back to me re the service level of Centurion. So, all I got yesterday was a phone call from my RM (just to call me as I hasn't been happied) which is very disappointing - she has known about the problems forever, and she fed it back to senior management, but nothing has been done.

I really don't care about status and I don't care about cost. I am time poor, and all I care is some customised, personalised service that is tailored made for me.

 

[Foreigner]

As Amex has arrangements with VA for lounge entry for its platinum members, do you think it more likely that special/added benefits for Centurions may be negotiated with VA rather than QF?

 

[Dyslexic traveler]

As Amex has arrangements with VA for lounge entry for its platinum members, do you think it more likely that special/added benefits for Centurions may be negotiated with VA rather than QF?

Its quite possible. For me its not a great benefit, as i fly on VA Business and international i fly with Singapore First. so I would rather have a one world benefit. but anything that is a added Benefit is good.