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American Express Employee Reviews for Travel Consultant

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Job Title
Travel Consultant258 reviews
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4.0Work-Life Balance
4.0Pay & Benefits
3.6Job Security & Advancement
3.7Management
4.0Culture

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Found 258 reviews matching the searchSee all 9,110 reviews

Great Place to Work

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Working at American Express is wonderful. Great pay, plenty of learning opportunities and advancement. Benefits are great. Management overall is very good

Pros

Great Benefits

Cons

none
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Workplace culture

They hire you train you Use you Abuse you and then throw you away like GARBAGE Easily one of the most horrible work cultures Iv dealt with It’s all money making where they just fire you when they don’t need you Absolutely SICK

Pros

If you want to be exploited please join in the fun

Cons

Exploiting their employees with minimal wage
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Great company, but many stressful times

Working phones and customer is a difficult job, no matter what company it is. I did have lots of support from management and I loved my coworkers. 50/50 with customer interactions. Stressful calls for 7hrs with all kinds of situations where something has gone wrong with airlines or hotels. Travel industry is just full of surprises. I learned that travel is just not my thing. I would have stayed with Amex if I could have gotten off the phones, but it’s what I was hired for and they needed lots of staff on phones. Overall it’s a great company. My best friend still works there and she loves it

Pros

Benefits and pto are amazing

Cons

Stressful calls and meeting numbers
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Really good people and management

great company who really do care about the employees(based on experience and the LOB I was aligned with). I would describe the company culture as very inclusive, and management is always open to feedback and changes for the employees' and company's benefit. I hope it stays the same til now even if I'm no longer with them. I'd say I was well compensated and if I could turn back time, I would not have resigned. Really difficult to find a company who can pay you generously and give opportunity to wfh(hybrid setup).

Pros

well compensated, benefits are top tier. cool amenities and entertainment inside the hub.

Cons

cannot think of any..
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Great place to work

The Travel and Lifestyle Services is a great department to work in. Everyone was very professional from start to finish. Some politics are subtle but is definitely there though.
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Stressful

No proper training . Most of the support doesnt know what to do . 3 months training is not enough for the job role . Pay is low . No proper Management . Benefit is good . Vacation , Personal days , Sick leave good .
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Not a good place to work at

It is a very stressful company, training is acceptable, metrics are out of line, leadership is not good, they are enforcers not leaders. Coaches support is not consistent, lots of condescending treatment

Pros

Work from home

Cons

Leadership, management and coach support
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If you have anxiety, don't do it

What is the best part of working at the company?The benefits are great but for the workload that's the least they could doWhat is the most stressful part about working at the company?The entitled customers are super stressed. Sometimes things happen that are outside of our control and we get the flack for it. I also feel that the training needed was very limited and then they just throw you out to the wolves to figure it out along the rest of the way. Not everything was covered in the training and not every situation is listed in the resource guideWhat is the work environment and culture like at the company?The environment was remote so that was always goodWhat is a typical day like for you at the company?Some days can be ok and when the holidays approaches, the call volumes are crazy
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Ok

An okay place to work, they make it seem like it’s the best company but they give you extra responsibility with no extra pay, so now I have double the work load and get told ‘oh but your benefits are great’ sorry but the ride to work scheme doesn’t pay my rent
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Stressful

Booking Flights is stressful and they know it. They teach it last because of people quitting training when it was taught 1st. Had 2 anxiety attacks during training. Find a different position if you can.
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A highly dysfunctional company that pays well.

What is the best part of working at the company?Steady paycheck. Pays relatively well for Florida.What is the most stressful part about working at the company?The lack of adequate support for Travel Consultants. What is the work environment and culture like at the company?Lack of structure. Stressful because all support is via chat which has many limitations.What is a typical day like for you at the company?Log in, create, modify, or cancel air and hotels mostly but also some car rentals. Do flight exchanges, and lots of complaint handling because of agent errors, lack of follow-up from agents, and online system glitches
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About the Worst Company I've Ever Worked For!

Micro managed to the extreme. Breaks are set at a specific time, however you cannot never not be available so if a call comes in 3minutes before break you HAVE to take the call. Resulting on part of your metrics being lowered to the point of impacting financial bonus. If a card member complains they do a charge back and hold the agent accountable, although it might have nothing to do with what the agent did.

Pros

Absolutely nothing

Cons

Trauma and PTSD.
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Learning opportunities but stressful

One has to be multitasker to survive in this company.Process is not streamlined enough and you can’t afford to make any mistake!You have to take care of the metrics and you can’t even put your opinion even if it’s the card member’s fault!
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Stressful, micro managing, leaders care more about metrics than you

This is the worst place I’ve ever worked. They micromanage you, care more about metrics and could care less about you during family emergencies. Each leader tells you something different and they don’t have your back. The most stressful, metrics driven job ever. Quick to write you up for their so called policy violations for not handling calls quick enough. You handle other people’s mistakes and are required to have a 17 minute call handling time for booking flights, hotels, car rentals and stack as much as you can onto the booking. Flight cancellations, multi city bookings, exchanges and anything you can think of is all supposed to be handled in 17 minutes. Not possible. I’ve watched people drop like flies because of the stress and team leads. The turn over is crazy. Job retention is next to none. They don’t value you.

Cons

Micro manage, metrics driven not service driven
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Great compensation and benefits

Competitive salary compared to BPO that has travel account. Benefits are great as well especially for hmo and medical benefits. Shifting schedule every quarter
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Good benefit package

If you like travelling, it is good place to work. Good training support. It is a calling centre environment, so the shift is 24/7 365. Better avoid if you don’t like it.
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If you want to have a life, do not come here

You have no life if you work here.They currently change you shifts after every 3 months so you can work during the night or during the day,They want you to learn in 3 months what they learned in 35 years and they push you to sell and no longer respect their clients time. They want you to be fast.

Cons

No one cares about you and they want you to learn in 3 months what took them over 30 years to learn.
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Good teammates and work environment

Good teammates and work environmentPeople like to help each other when we are facing any difficultiesThe benefits are so goodSeldomly work overtimeWork life balance
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Good Benefit

Offered insurance, personal spending, various leave policy (either paid/unpaid) and bonus quarterly. The leadership team is friendly but there is nothing you can change because of the compliance.
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Great account and colleagues

The client account requests were always interesting and no day was ever the same. Great office environment and colleagues that were a pleasure to work with.
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Typical Call Center with unrealistic standards

The job is much more centered around trying to struggle to find ways to get customers off the phone fast, rather than actually meeting their needs. Despite any flowery language about backing customers that management feeds to you, your job security is entirely hinged upon trying to get all calls done fast. If you are unlucky enough to get a complicated request, or an unsure caller, or the system is doing its usual thing of arbitrarily failing to price options out, your call will easily go over the requirement, and you have to hope things will average out enough by the end of the month that you will only get a training (which your team leader may just miss or have to cut short) instead of a mark against you.

Pros

Equipment provided, good pay

Cons

Difficult metrics, often a lack of support, breeds stress, glitchy software
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Overall rating

Based on 9,110 reviews

Ratings by category

4.0 out of 5 stars for Work/Life Balance
4.0 out of 5 stars for Compensation/Benefits
3.6 out of 5 stars for Job Security/Advancement
3.7 out of 5 stars for Management
4.0 out of 5 stars for Culture

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