Malcolm, I'm truly disappointed in your customer service. My partner and I both have an American Express platinum card and given I travel on a weekly basis, I like to leverage my travel perks as often as I can. I expect very little from folks on the other end- but the one thing I have zero tolerance is rudeness.
The centurion lounge at Seatac allows you to use their facilities with an Amex Platinum card, which I have. Amex platinum has a $500 annual fee, which leads to folks thinking this is a quality, premium brand. In return I feel most people have high expectations of the customer service you should receive. Unfortunately, i been having issues with Amex since we both got a card about 6 months ago but this just put it over the top.
After 12 hours of travel, I wanted to rest at the lounge, undisturbed. I presented my card to Malcolm, and immediately there was a sense of distaste towards doing his job and dealing with people or maybe just a sense of superiority. Originally I thought it was just me, but after watching him deal with over 10 patrons, I realized it was with everyone who came in his line. He swiped my card, and immediately handed my information back to me stating the card was canceled and he couldn't allow me in. I told them that couldn't be possible I used it a few days ago. He distastefully said his system Showed it canceled, and it was on me to contact customer support and figure it out. I explained to him I was just in the centurion lounge less than 2 weeks ago and frequently use their facilities and was just looking for assistance on how to fix this issue. He had no interest in assisting further and rudely told me he won't allow me in and called for the next person in line. There was a lot of eye rolling and sense of superiority, perhaps because I wasn't in my business attire. It was an odd way to be treated.
Frustrated, I called customer service for 30 minutes while in the Centurion lobby, and him and his two colleagues were there while I asked CX why my card was canceled. It was interesting witnessing his behavior with no other clients around. Shit-talking and bashing other customers. If this was Undercover Boss, this guy should have been fired on the spot.
After talking to corporate Amex, the verbatim response was "there was a system error where your social security information was missing, so they just shut the card down. We don't know why this happened, but we can assure you your card is now fully functional to be used in the Centurion Lounge." I asked Sierra if she was sure, and she said my card was 100% fully functional and to swipe again in the Centurion lounge.
I went back to Malcolm, explained that I spoke with corporate for 30 minutes and Sierra gave the green light my card was working. He swiped my info again and promptly handed back my credit card and license and said "your card is canceled. I can't allow you in."
Now, I get that is what his system is showing, but I was thinking Malcolm could think outside the box. Perhaps he could call customer service himself. Perhaps he could just show that he could understand how frustrated I was. He acknowledged I was on the phone with customer service for 30 minutes, but he said that even though Sierra came me a green light, he couldn't. Seems like a huge disconnect between Amex corporate customer service and centurion lounge reps.
In steps the sweetest lady, Debbie who I'm assuming is the manager. She handles the situation as a professional, volunteers to call Amex corporate, and allows me in after verifying the situation. She deserves a raise.
Honestly, Amex, Debbie needs to be promoted to store trainer, and I highly suggest Malcolm reach out to Orange Theory and see the sort of customer service they offer. Your character highlighted your sense of superiority over others, true lack of customer service, and left me feeling indignant. I will for sure see you again and again as I'm on a plane every week and will continue to return to the Centurion Lounge in hopes of being helped by another representative. I hope you can take a step back and understand you represent American Express, and I hope you understand what a disappointment you are. read more