American Express reviews

The environment has changed. It’s really sad and so many employees are in fear of their job. It seems like management is trying to find things that are wrong rather than focusing on what is right. It’s now all about numbers instead of recognizing the positive. There is no more focus on what the employees need and no one wants to say anything because everyone is already under so much pressure. Upper management doesn’t take feedback seriously at all, no matter what the survey says for best place to work for.. it isn’t true, they have made it so employees don’t feel safe to provide honest feedback anymore. In addition, white people are now a minority. The focus management is putting into developing team members is no longer because of skill- they have been told to focus on the development of people who are not white.

Training was a facade. This job is mostly handling customer service inquiries for flight changes or one off scenarios with customers asking about things that no one knows the answers to except the airline or the hotel. The types of calls are so random and finding answers is too complicated. Everyone is constantly in a chat room with other agents asking for answers. Calls come in, we stop ask for an answer in chat and then try our best to explain something we have very little understanding of. In training they pitch this idea that you will be building a personalized travel adventure for customers. That is a total lie. It is nothing more than confused customers calling you for answers you do not have. The whole job is pure chaos 24/7. For customers who are shopping for travel, they just want you to find the EXACT hotel and EXACT flight that they saw somewhere online and many times the "system" cannot find those rates that they saw. Amex is a joke.