Problems with Amex Travel?

[Gothbe]

I have tried to use my £200 travel credit today on a hotel booking. I’ve searched several locations and each time it returns no results. Normally it asks if I want to use the travel credit but this option does not appear either

[robbysgm]

Yes, I have had the same problem since yesterday too. Amex Travel were making updates in the evenings earlier in the week and it looks like whatever they have done has caused a problem with the search facility

[marshy11]

The app is doing the same thing, how annoying.

[kiley]

Same, although Fine Hotels are available for me! But I’m not feeling that flush!

[marshy11]

I did manage to get on live chat they say they are aware of the issue and it is being looked at.

I have found out that I can look at all the hotels (not just Fine) when I am logged out, but as soon as I log in, then they all disappear.

[Royback]

Any UK plat holders having problems enrolling in the Avis benefit?

[JellyFan]

I can see the £200 travel credit now, but can’t see any hotels while I’m logged in.

Seems to work fine while logged out, tho.

[Annie]

Is this still broken for everyone else? I too am trying to spend my credit but not getting anything on several different searches.

[windym]

Annie wrote:

Is this still broken for everyone else? I too am trying to spend my credit but not getting anything on several different searches.

Yes still down. I’m trying to book and nothing is coming up. Amex said there is a problem (I know) and to try again later.

[Gothbe]

This has been broken for at least 5 days. Just before I noticed it offline, I received a letter from Amex saying that from August (I think) you will no longer be able to use the voucher for phone bookings. Perhaps they are just going to leave it broken so nobody can use their £200 vouchers 😂!

[marshy11]

Yes, still down for us and we need to book a hotel. We’ve been told that it is not possible to book and use the £200 credit via telephone.

BTW it has been down a week at least, 8 days from my reckoning personally.

[Annie]

I’ve just spoken to Amex travel and they confirmed can’t be booked over the phone if using credit. So basically can’t be booked at all if using the £200 credit!
Lovely lady I spoke to is taking it up with the digital team, who only work office hours and she will call me back tomorrow evening.

It’s curious that we all have credit but can’t use it. I’d expect them to sort this out and accept phone bookings using the credit and yet. . .

Will report back on what I’m told tomorrow.

[robbysgm]

I managed to get this to work by removing my BAPP from my Online Account (although Amex Chat Agent said I should not do this) and the search function then works with just the remaining card being active (Amex Platinum).

After completing the booking I restored the BAPP to the account, although it did not appear again until the following day.

Hope this works for others too.

[Annie]

I tried again to book this morning. Logged in and it showed hotels, hurrah!
Then get to check out and no option to use £200 credit.
So I called and asked that the £200 credit be refunded retrospectively given that they won’t allow me to use it on line or by phone. Answer – no.
So I’ve paid the card fee, spent the required amount, got the £200 travel credit but can’t use it.
If this was for 24 hours or so it wouldn’t be so bad but it’s over a week and they have no idea when it will be resolved.

@robbysgm did you manage to use the credit this way ?

[robbysgm]

Yes, I was able to use both the £200 credit and also MR points by removing the BAPP from my account (and then activating it again after the booking was confirmed).

[Annie]

Thanks. I just tried it and still no luck.
I’m glad you were able to use yours.

Is it just me or is everything difficult now? I think I’m turning into Victoria Meldrew.

[Gothbe]

@robbysgm when you booked, was your platinum the only card on your account? I don’t have any BA cards but I do have a Marriott. I’m wondering if I remove everything apart from the card with the voucher whether that will work

[Annie]

Amex concierge called me back tonight as promised but were only able to confirm that the problem isn’t fixed and they are working on it. They have no idea when it might be sorted and it seems that they are not able/willing to resolve the situation with the travel credit in any other way. I was advised to try again in 24 hours.
If this was my business I would be finding a way to allow people to spend their credit even if that was by way of a partial repayment of the card fee.

[robbysgm]

@gothbe I have both BAPP and Platinum Business on my account. I removed the BAPP as the Platinum had the £200 credit on it. That seemed to then allow the search functionality to work and I could use the £200 and MR points.

[marshy11]

I think this is a workaround. I am only a supp Plat cardholder and I have two BAPPS on my account. I log in on that account and can book. So I presume this is something conflicting between the Plat and other cards. We will try tonight to remove BAPP from OH’s account, leaving only the Plat and will report back.

[Annie]

Yesterday I tried deleting my BAPP on the app and it still didn’t work.
This morning I deleted it on the website and finally, success!

So yes, remove all other cards leaving on Plat and then the voucher appears as an option .

[Gothbe]

I have successfully used the travel voucher by deleting all cards from my account, apart from the Business platinum with the voucher. The cards removed were a personal supplementary platinum and a Marriott.

[Blair Waldorf Salad]

We really need a standalone Amex Travel app, which for eligible cardholders allows FHR reservations to be made in-app. The webpage interface is awful.

[marshy11]

IT IS BACK!

I’ve logged in this evening and the hotels are now showing. We have managed to book using the credit. Hopefully everyone else can get on before it breaks again.

Oddly, the charge has gone on as pending along with an Amex Travel charge of 79p. Will wait to see what that is all about if it comes out of pending.

[kiley]

Yep all working. If I book using my plat welcome bonus and the room is less than 200, do I get difference to use on F&B