Hi Folks,

We are aboard the Crystal Symphony and have been having trouble getting our onboard cruise credits from American Express Platinum. I did pay the $500 deposit with my gold card which we were wait listed on but paid the entire balance with my Platinum card. Now Crystal is saying that I had to pay for the cruise with the Centurion card to get anything more than the $100 credit. I printed out the priviledges page for the Platinum card and brought it just in case and it apparently makes no difference to either Crystal or AMEX because they will not give me the credits that are printed in the advertising.

Supposedly had we paid for the entire cruise we would have gotten $300 onbard credit and $250 excursion credit. The Amex travel agent that booked it told use up front that we wouldn't get the whole $250 excursion credit, only $100, which was find even though it seemed like a big penalty for booking the deposit with the gold card.....but that we would be the whole $300 onboard credit.

If anyone has any advice please let me know. I've spent a lot of time at the Crystal reception desk trying to sort this out with no luck.

Thanks,

KarenM :eek:

Ngaire summed up how the program works and here is a link to the details:

Click here for AMEX Details

Hope this helps you, Karen.

Karen, just wondering - the gold card that you used to pay the deposit - was it an American Express gold card or a Visa/MasterCard gold card?

Dena

We use our Platinum Card to book our 3-4 Crystal Cruises each year. Until recently we also used the Amex Platinum Travel Services travel agency (we have changed agencies). Prior to 2006, when we traveled on Crystal and used the Platinum card for the ENTIRE expenditure, we got the $300 per stateroom, $250 per person (if Amex had a group on board); and $100 for an excursion ($250 if the cruise was booked after 1/1/06 only). The difference between the $100 and $250 is not the card; it is when the contract date for the new on board credit went into effect with Crystal. The travel agent we used told us that things were changing. We would no longer get both the $400 or $550 (Pl $300 plus excursion) and the $500 per stateroom for the group. One or the other. She did say that people paying with the Gold Card MIGHT be able to get that group on board credit (I do not know if your cruise is classified as a G375 group cruise). I do not know if that is only for people who use Amex PTS (travel agency). My advice would be to see the chief accountant on the Symphony (I believe she starts her day at 3 p.m.) and ask her to email the Los Angeles office (they will contact your travel agent and get back to the chief accountant) and ask what you are entitled to for your cruise. The front desk people are not knowledgeable in this regard.

Hi everyone, we are home after a very long flight from Venice.

Dena, we paid the $500 initial deposit to waitlist with the AMEX gold small biz corporate card.

Judith, I got your email and thanks for all the information and advice. I spent 5 of the 7 days on the cruise dealing with this on a daily basis. I was really shocked that when I presented Crystal with the printout from the AMEX Platinum Benefits website regarding what Amex offered for Crystal cruises, they still baulked. In the end we finally got the credits posted to our account on May 24th, the day before we disembarked. I emailed the Amex travel agent I booked through before I posted what happened in LTC and I think she took care of it but not sure since I didn't get an email response from her.

I was really to the point that I was going to expose this scam to the cruise forums so started by posting here. The internet access on the ship was pretty expensive so we decided I would do what I could in the 1/2 hour access but wasn't going to run up a big internet bill to add insult to injury. I ran out of time before I could post it to the CC forum.

I have to say that the cruise was very nice. The food ran from very good to excellent and the entertainment was much better than I expected. They even did a really good job on some of the excrusions we took. It's a shame as a new first time cruiser with them that they decided to try and screw things up because it didn't leave a very good impression of AMEX or Crystal. I subscribed to the Platinum card based on comments from many people's comments on this forum and was very surprised at their lack of care and concern for members. I guess it's all about the bottom line for Amex and Crystal, and early on it smelled of false advertising or bait and switch tactics. I decided I wasn't going to let them get away with this on general principles.

Amex Platinum also screwed up the hotel in Munich, they booked it for the night we were flying, only to arrive and find out they had charged us as a no show. I really didn't need that news after flying all night and hardly any sleep. I have to say that it's partly my fault on the hotel as I looked at the confirmation they emailed and didn't catch the date difference. That is not resolved yet, called Amex Platnium from Munich and they said they would check into it but no email from them yet, will call in the morning. We may be stuck paying for 2 nights instead of one, ouch!

Thanks for your help Judith, didn't mean to get you in the middle of this mess.

KarenM

No problem. It happened to me on my last two cruises and the head accountant on board had the LA office contact the Plat agency for me and our credits were placed on our account. Since I never had a problem with the on board credits for the previous 13 cruises in four years with Crystal, I tend to think it is the fact that the Platinum card changed their rules for 2006, not anything with Crystal.

Karen, So sorry to hear about the AmEx mess.

Has anyone had any problem with RSSC recently getting the $300 per cabin credit? We own the AmEx Platinum only to get the $300 credit but never use it. As long as you pay your deposit, balance due etc. with ANY AmEx (we use Starwood AmEx) you get the $300 credit and we've never had any problem.

Karen, glad you still had a good time on your cruise!

It might be Travel Agent! I remember Ngaire saying you had to do some kind of registration that the credit isn't automatic.

Per my TA, this has nothing to do with any of the cruise lines that the AMEX platinum card gives a certain credit. It's my understanding that AMEX changed the benefits for 06 and they are only allowing a certain amount of credit vs any seperate shipboard credits the cruise line offers independently. On my last crystal cruise in 05, we didn't automatically receieve our platinum shipboard credit but the person at the front desk go in touch with my TA and it was taken care of within a couple of days.

Nancy

My number is on file with Ngaire, even though I always pay with a different card. Never had a problem & always had letter about the credit when embarking.

Maybe Ngaire will respond - I just told one im my group to use the Plat as she'd get the $300

Changes for 2006 Amex Plat and Crystal.

(1) For Crystal, PTS (amex Plat card agency) also gives a shore excursion credit along with the $300 for using the Platinum card. They upped it to $250 per stateroom from $100 for 2006. When we didn't get the higher amount, they told me that it started if you had booked in 2006, not just for a 2006 cruise, so that since we booked in 2005, we didn't get the extra amount.

(2) In addition, in the past when we booked through PTS and there was a PTS-sponsored group (G375) on board, we were added to the group and we got $250 per person in addition to the $300 and the shore excursion credit. Now they are saying that a Platinum Card holder using PTS can get one of the other -- the $300 + shore excursion $250 or the $250 per person for a G375 group not both.

Our on board credit problems for the last two cruises:
(1) For our cruise four months ago, we finally got our Plat on board credit ($300) after I spoke to the chief accountant. It had fallen through the cracks -- they said someone didn't code it properly with Amex.

(2)The second time we had the problem (last month), the extra on board credit offer was in the PTS mailing from Amex and was for our booking a certain cruise within a certain time frame. We did that, and Amex marketing dropped the ball on that one, but I had the letter to prove it, and the chief accountant got it for us.

As I said, my problem wasn't with our agent, it was the agency. We are no longer booking with them. I sure wish Ngaire booked Crystal.

I am going to move this over to the main forum so Ngaire will see it.

Editing to add, maybe Crystal/Amex is different than RSSC/Amex policies? Ngaire will know for sure.

I know Ngaire et al has to jump through a half dozen hoops to get us that onboard credit from Amex. If it's a Crystal thing, that would be one more reason not to go play in their sandbox.

The on board credit and shore excursion credits I referred to are strictly ones that are between Crystal and Amex Platinum Travel Services. Amex has different contracts with each line. I don't think the problems were Crystal-generated, but occurred with Platinum Travel (one with an error in Amex coding and the other with their marketing arm). I've never had a problem with any other credits on Crystal, and until 2006, I never had them with the Platinum Card either.

I believe that AMEX has different benefits for each cruise line.
I don't book through AMEX's platinum travel services so I can't comment on that.

Nancy

Hijacking thread for minute to say, Nancy, cute picture and if I move to Houston you can be my realtor!! I'd only be interested in Enron quick sales to raise bail - no response necessary I know you are a professional - I'm not - Joanna

I've never had a happy experience with PTS, and I had completely forgotten that they were involved with the original transaction (long, hot day with grandkids).

You did it again Joanna! LOL!

Nancy, I don't think Amex PTS discounts cruises on RSSC like some TA's, therefore the on-board extra credit (in addition to the $300 for Platinum holders booking through other lines) As I recall, you are charged the full brochure rate, then they give you that extra excursion credit. Someone correct me if I am wrong, please.

Only time I have ever used this Platinum service was for a hotel in Singapore prior to our one cruise with Silversea. The rate was better than I could find on the internet, and gave us a great room upgrade to waterfront, late check out, and (1) complimentary breakfast, even though there were 2 of us. (Joanna and I shared it)

Editing to say ( back the OP's comments!) I once or twice did not have my "letter" in the cabin for the $300 or $250(single occupancy) cabin credit from Amex. Just went down to reception early in the cruise, and they took care of it. I didn't e-mail Ngaire (hey, she might have been with me!), just told them the agency, and it was corrected by the afternoon

The way this is works when you use the correct qualifying card the TA has to contact AMX and give them all the information regarding the booking. Then they give the TA a "tracking" number. We developed a form we fax in that AMX completes with the tracking number so we always have it in writing that the booking qualified and a tracking number was given by AMX.

Then the TA has to call this into the cruise line, Crystal, Silversea, Regent etc.
Then it is important to get confirmation in writing from the cruise line that the tracking number has been confirmed and that the credit is on the booking. Then things should work smoothly.

It still can go wrong if the person who is doing the data entry to the ship messes up and does not include that AMX program on the manifest. LOTS of things that can go wrong here, there are many steps to get this accomplished.

If you dont get your credit on the ship and you go to reception, the ship contacts the corporate offices, they look up the booking, find the tracking number and then apply the credit.

AS far as the relationship between the cruise lines and AMX each line has its own arrangement. I am not sure who pays for the perks, the cruise line or AMX but I have a feeling it is equally shared. Last year there was talk that only agencies that paid for the privilege could offer AMX benefits. It would have been a lot of money to participate. However, this seems to have gone by the wayside. We were going to comply and pay for this program but it has never happened.

I do know that some offers that Regent makes are not combinable with AMX program so you know the cruise lines pay some of the benefits here. Also there are differences now with the benefits offered by Virtuoso and Platinum Travel service as some of these are no longer combinable with AMX Platinum.

Also as long as you OWN a Platinum card you can use ANY AMX card to pay for the cruise. The platinum card number must be used to secure the "tracking" number but is it not necessary to use it to make the payment. If you try to secure a "tracking" number with anything but a platinum card that wont work.

ONE visa or MC charge though will void the credit. It is important to pay your onboard accounts with an AMX card if you make an onboard booking as the transfer of that deposit that was made on your onboard account could mess up the credit if you used a card other than AMX. So far I have not seen that happen. Eventually they will track that part of the cruise fare even if they have not yet.

Platinum Travel Service is a different thing entirely. They are a travel service just like Brown and Keene or any other agency. They do offer onboard credits and other perks but do not rebate their fares. Similiar to Virtuoso. All the different offers you have to just figure out what works best for you. Shore excurisons, onboard credits or cash rebates. Just figure the bottom line.

By the way on September 1, Regent is changing their policy to go to a "no rebating" system. All invoices must be paid in full at time of final payment with no rebate allowed. It simply means that the agencies who rebate including Brown and Keene will come up with a new program - similiar to what we offer on Silversea and Oceania - Brown and Keene rewards. Same thing just more complicated to make it happen.

Thank you, Ngaire. I think my problems were with the Platinum Travel Service agency as opposed to the Amex Platinum Card. I was told they hadn't coded our reservations correctly.

Wow Ngaire....I never knew what all was involved on your end for us to receive the $300 AmEx credit. Thank you so much!!! All we know is that when we show up to our cabin for the first time, there has always been a letter waiting for us telling us of our AmEx shipboard credit (which quickly goes to good use!) Lots of behind the scene steps to follow to insure this happens!

THANKS FOR ALL YOU DO! (as well as the wonderful staff at Brown & Keene) and thanks for your detail explanation. :lct:

Boy, did I stir up a hornet's nest or what. The good news here is when we got home my Amex Platinum bill was waiting and somehow I only got charged for the night we actually stayed at the hotel in Munich, not the one while we were in the air flying to Munich. Whew, I was really sweating that mess.

So it sounds like if you are a Platinum card holder that you can't count on their PTS to handle things correctly. This first time cured me. All the propaganda about their service leaves a lot of things falling through the cracks it seems.

Did I understand it right that PTS isn't really part of AMEX? It sounds like they are just a travel agency under contract to AMEX to provide the service. If that is the case, it doesn't make a lot of sense to even bother with them for a cruise if you get the same benefits using any other travel agent if you have the Plat. card, even if you use your gold to pay for the cruise linking to your Plat. card. I thought I had this game figured out, still learning.

Thanks everyone for your support and help. Now back to reality!

KarenM

Thanks Ngaire, you are so thorough.

Karen do not feel bad. When you call PTS they must make it sound like you HAVE to use them to get the Platinum card benefits. AMX does own Platinum Travel Service. So they are part of AMX. It gets confusing.

The Platinum card benefits can be handled by ANY travel agency that knows how to do it.

I hear all the time that the perception was that you have to use PTS to get the AMX benefits. So you are not alone in the assumption. You do HAVE to use them to get the PTS benefits just like you have to use a Virtuoso agency to get the Virtuoso benefits or an agency that rebates to get a rebate.

Next time comparison shop and make a decision based on what is important to you. What works for one person does not necessarily mean it is right for another. Normally going directly to the cruise lines costs the most.

Plus the PTS agents are scattered in several locations around the country. I was trying to deal with one (before I learned my lesson) who was in Arizona, and two hours behind me. I'm prone to have more mental energy before noon, but couldn't get in touch with her until afternoon. She also totally dropped the ball by not noticing an aircraft change; we would have been charged for First Class and flown Business, if I hadn't aked her to recheck our seats. We decided that was an omen, cancelled the trip, and forfeited our deposit, would have been in Fiji when the political uprising happened in 2000.

Got another question for all you multiple AMEX card holders. When I got my Plat. card AMEX said they pay the annual fee for the Membership Rewards program. At first I thought they meant they combined accounts and the Plat. card paid the annual fee. It didn't really make sense to have 2 accounts for Membership Rewards, the Gold card I pay for annually and the Plat. they pay for, but that was exactly what they meant. I called to find out about combining the points and they acted like I was from another planet. Finally they said they could combine the accounts for a $10 fee.

Was just wondering what everyone else is doing in this respect. I left the 2 accounts separate mostly because I'm not sure I will renew the Plat. card when it comes up for renewal.

Thanks,

KarenM

Thanks Ngaire for the explantions, excellent. I do appreciate your information. I really wasn't impressed with the Amex TA we had and I think a lot of the confusion was on her end. She never responded to my email, the shipboard credit just mysteriously appeared on our account.

I will definitely contact you for our next cruise.

KarenM

Karen, at one time (before Regent days)we had the Gold AmEx with the Membership Rewards. When we decided to cancel the Gold and get the Platinum (to get shipboard credit) we never lost any MR points so apparently the points were just transferred or ?? Anyway, never lost any points. We still have the MR account though it just sits idle with points in it because we NEVER use the Platinum card, only the AmEx Starwood. Not sure if this just made any sense at all....I usually know what I'm trying to say but no one else does (so my husband says).

Karen,
Like you we found ourselves dissatified with, and not really needing what Amex Platinum is selling. So, we cancelled that Platinum card after one year, or not renewing it. All those Membership Rewards points that had accrued to the Platinum card automatically were credited to the Green card that we have remaining without any fees for doing it. (I should note also that we have never paid to participate in Amex Membership Rewards and never had any points before having the Platinum card. So, these are the first Membership Rewards points that have ever been attached to that Green card. We did not do any thing to get them transferred, other than cancel the Platinum card.) When we read up on the Membership Rewards program before cancelling, it appeared that any time that you cancel a card carrying points that they will be transferred automatically to any remaining account. Don't know if this information helps or not, but that is our experience. Good luck.

Debbie

Marcie and Debbie, thanks for the information about the point transfer, I was wondering what would happen to the Plat. points should I cancel the card at renewal time.

It sounds like you are very happy with your Starwood Amex, Marcie. I probably should get that card instead of my Gold Small Business Card. I was afraid if I canceled it I would lose the ton of points I've accumulated over the years. It really doesn't do me much good in the the benefit department other than the discount at Staples and, of course, all the free magazines for my waiting room, lol.

The one good benefit from the Plat. card was it upgraded me to gold with Starwood which has some nice benefits if I book directly with Starwood.

Thanks again, you guys are a wealth of information.

KarenM

We have had an Amex Plat. ever since we learned of the on board benefits. Three cruises later we have received none. That card has been downgraded and I know nothing about transfers. Of what? For whom? When? Aside: I have never found AMEX to be worth the bother. And I like Delta. What's a traveler to do?

I've been saving AMEX Membership Rewards point/miles for years. Free Trips to Hawaii, Hotel in London, New York and elsewhere, First Class on Delta numerous times. And $300 onboard credit for every RSSC Cruise I've taken. Platnium card allows me to use the Delta Crown room even if I am flying on a paid coach ticket. I get preferred theater tickets, used the concierge for several things. I've had meals at hotels and upgrades included because of the card. I am very happy with it. When they don't take AMEX, then I use my American Airlines Visa. Happy with that one too!

Trouper 75, have you never inquired about this from your TA? Did you charge your cruises to an Amex card? Seems you knew why you wanted the card at the time you got it. I am confused why you didn't inquire onboard the first cruise when you were missing the benefits. I have enjoyed the benefits for years, therefore no cost for the card, and come out ahead since I cruise more than once a year. This year, I'm putting on three cabins for Alaska and my family members will benefit as well!

Trouper 75, did you have the Delta Skymiles Amex Platinum or the regular Amex Platinum? If the former, you get no cruise benefits.

WOW Kathy!!! You squeezed a lot of traveling perks into that response - we are just lowly travelers -

J - we put everything we can on those cards. We actually had almost enough miles for a cruise on RSSC. (7 days Carrib) But we chose to use some miles in London for 4 nights in a suite instead, and 5 nights in Maui, so we only have about 450,000 miles left in our account at the moment.

Kathy: I get it I get it I get it - I have friend here with zillion thousand points - I told him I don't need to know your point count (he keeps trying to tell me the number ) - I like you points or no points - Joanna

I like you too, J!