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American Express Employee Reviews for Travel Counselor

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Job Title
Travel Counselor272 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 272 reviews matching the searchSee all 9,110 reviews

Good company to work with.

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It was a great company that I worked for enjoyed it very much.
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Can be better

Training process can be done better, I weren’t prepared well for difficult situations and rude customers. Training process was poor and we didn’t explore a lot of options.

Cons

Rude customers, poor training
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It’s good until it’s not…

What is the best part of working at the company?FULLY REMOTE, equipment (dual monitor desktop) provided 3 days before you start, Insurance (Medical, Dental, Vision, Life, HSA, 401k, etc.) effective day 1, $20+/hr.What is the most stressful part about working at the company?They “dangle” a large ($2K) sign-on bonus, booking revenue (percentage) and Quarterly incentives in your face to get you to take the job THEN use EVER CHANGING “metrics, metrics METRICS and SOPs” to CHEAT you out of your QUARTERLY ($6k to 18k) Revenue & Bonuses.30min lunches, RUDE/Entitled and CHEAP card members, the HORRIBLE (hit or Miss) EVER CHANGING Upper Management “Team Leader” (TLs/Supervisors; we were moved to a new “Team” every 3-4months) with little to NO Travel “booking/handling” experience themselves.What is the work environment and culture like at the company?Fully Remote work & virtual learning environment and they are extremely inclusive of their employee’s cultural and racial differences.What is a typical day like for you at the company?Eventful, unpredictable and EVER CHANGING (new bookings, cancellation requests, “shopping” inquiries, exchanges, refund requests, etc.)
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good place but customer-facing profile in indian market is stressful

Amex as an organization is a great place to work. It has a sturdy base, a good brand with employee-centric policies in place. But I am in travel team and the workload is much more then desired. It is stressful and there is a lot of pressure with plenty of performance benchmarks. The process is not streamlined.
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Don't Work Here

Hired into Travel Consultant role. Training was filled with nonsense about how great Amex is as a company. Was told we would be booking travel for customers and we spent an absurd amount of time role-playing with each other in training about fictional vacation plans. Then after training, the calls were just back to back customer service issues with people complaining about something they booked online. We had zero training on how to handle this. Then we are penalized for our call handling times when we have no clue how to service these types of calls and have to ask for answers. The best part is Amex "offline" and "online" uses completely separate systems, so as an offline agent handling a call for an online booking, we had no access to the information, notes, etc about what the customer was calling in. Management in Travel Lifstyle Services is largely incompetent and provide incomprehensible guidance. Some are just rude and have an attitude when asked questions. Overall, my opinion of American Express is at an all time low shortly after working here.

Pros

Work from home

Cons

Training, lack of support and transparency between departments
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Needs work

Great company but the travel department needs a lot of work. The systems are out dated and process make the job harder. Also, good help is hard to find and no one seems to be on the same page
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It’s a 8/10

Great benefits, job security and a culture of respect. Like any other company, there is always room for improvement but overall I am pleased to work there.

Pros

Work/life balance, change to work OT if wanted, work remote, Pto

Cons

Stressful, too many tech issues, lack of communication among different departments
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Great company to learn the corporate hierarchyierarchy.

What is the best part of working at the company?The benefits were great! Health,dental,life.Excellent shifts as seniority went up,.excellent vacation allowances. What is the most stressful part about working at the company?Corporate Travel Call Center. Rather juvenile atmosphere for seasoned travel agents. If you don't like stringent rules such as exact time you take your break or lunch and breaks. Straying from assigned break time will result in counseling. Breaks must be exactly 15 min..no more,no less! High expectations for short calls and high ticket sales is very high. This is all part of working in a call center at any company. The reason for all the rules becomes clear and easier with time. This is a wonderful first job opportunity. Great place for younger folks straight from high school with above average pay and benefits. Customer reviews of you count VERY highly towards your annual review. You will be well trained for excellent customer service,and the skills you learn are highly marketable for future jobs.What is the work environment and culture like at the company?Mostly positive with lots of training.
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Excellent place to work

Amex is by far the best job I have ever had. The training could use some work but if you have any travel experience then the training is adequate. The pay is top tier for what you are doing especially for entry-level.

Pros

Pay, benefits, culture, support structure.

Cons

Training could be better, but it's still very good.
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Just a number

I loved the work but hated being just a number. I worked across the way from the site manager and I’m sure she still doesn’t even know my name. Customer service surveys were held against you even if you did a great job but the survey was generated from another department. No dispute process and then your quarterly bonuses were taken away.
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Excelente sueldo pero muy estresante

El training duró 3 meses aproximadamente, totalmente pagado. El trabajo es estresante y requiere más del tiempo de la jornada, el sueldo es bueno pero no es un trabajo para cualquiera.

Pros

Prestaciones

Cons

Trabajo muy estresante
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Used to be Great Company now they dont care about you

The call center for travel servicing our high end members used to have great opportunity for advancement and training. They used to have great shift options based on your performance. They used to have leaders that cared about their employees work/life balance and careers. Now all they care about is call time, not about truly being able to connect and take care of the customers. Many of experienced agents left during the pandemic due to being sent to other departments without any say, and they hire new agents that dont have any experience or expertise in travel, and make constant mistakes and you are left with the angry customers and get bad reviews that negatively impact your pay and ability to move up in the company. Our Shifts bid changed over the years to now mostly everyone working double weekends or one weekend day. There is little to no hope to get to shift with good work life balance if you happen to get bad customer reviews even if it has nothing to do with you.Company uses metrics that agents have very little control over to rate your performance and these ratings are used for annual reviews, bonuses, and your ability to get a good shift. If you get one or two angry customer reviews because of hold time or some other agents issue it can take months to dig out. They punish you if you are actively stuck on a call too long past your break/lunch/end of shift times by using this metric saying you are not adhering to your schedule when that is out of your control. I think our company must actively be trying to phase out true travel agents and this service. - 

Pros

Good Benefits

Cons

Management treats call center agents like cogs, they dont care about you.
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Smoke And Mirrors

Training did not prepare me for this job at all. The tools you need to use to service calls are not straightforward. Everything you need to do in the system to modify a reservation results in a roundabout way to get it done. You are expected to make sense of remarks that are written in code to figure out what happened to a reservation when a customer has an issue. Nothing makes any sense at all. They have a giant database of confusing articles. Pages and pages to look for answers that do not translate into anything meaningful related to your customer's inquiry. Asking for help usually comes with being referred to the article database. Often customers wait on hold because of the mess of information. Nobody knows what they are doing here. Worst job I have ever had.

Pros

Nothing

Cons

Everythint
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Felt like I was thrown to the wolves

Not for me. Trainers were good. But after that it felt like you were on your own. Too many cranky people and not enough support. Benefits were good but you had to pay…..works for some people. Just not for me!
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Stressful

The training was 3 months but didn’t cover everything needed to do the job successfully so you’re under constant stress/pressure on phones with card members and they’re very entitled sometimes very rude. Metrics to get incentives make you feel penalized for helping customers.
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4 stars

What is the best part of working at the company?the people What is the most stressful part about working at the company?Busy, a lot of workWhat is the work environment and culture like at the company?Friendly, good people fun. What is a typical day like for you at the company?helping people with their worldwide travel needs.
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Depending upon what class, Team lead and Trainer you have, you’ll either love it or get stressed and overwhelmed every time you even think about work.

No work like balance, too many cliques, fake support and encouragement.They spend more time training easier aspects of the job and then rush through the hardest aspects to learn. Oh and they can careless if you have a disability or how hard you are just trying when you fall on hard times or face emergency situations. They’ll penalize you and show absolutely no empathy towards you or your situation.
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Was able to travel the world and paid for by the company.

I loved the fact that I was able to travel around the world at American Express and they paid for it. It gave me a wonderful insight to the places that I sold to clients so that I was able to give an honest review. I had a 2 million dollar sales goal each year so I really had to push myself and I was very successful.

Pros

Free travel all over the world

Cons

Terrible management, people were treated with no respect and it was a terrible environment to work in and very stressful.
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Family feel

Still new and in training but appears that everyone wants you to succeed. They pay is great for what I do. Not sure about incentives because I'm still in training. Amex seems to care about my well-being and health. Also Amex offers benefits day one. Excited to be eligible and to start using the perks.
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Nice workplace to be buuuuut...

Great company values on paper, not really when they must be applied to the real world, favouritism and pre-arranged promotions happen all the time. If you are close to your boss, you might have better chances to get a promotion soon.

Pros

Good benefits and compensations

Cons

Promotions are not always by performance or leadership, less cases.
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They are all about speed of getting thru a call only

At first they act like they are all about the employees and customer service, but after training they are only about the speed of which you get thru a phone call and customer service and any guidance goes out the window. They keep telling you to “speed things up” but never tell you nor help you to be able to do that.

Pros

Travel benefits and medical benefits

Cons

Short breaks, time limits on everything, They don’t care how good a job you do or how good your customer service is, they just care about the speed you get thru a phone call, but there is no help to pick up ones speed! Just criticized or fired!
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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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