Palladium Card Concierge Failures

If you’ve tried using the Palladium Card Concierge recently, you’ll likely agree that the overall quality and effectiveness of the service has diminished tremendously.

According to our member, PdCard8319, they were given the run around when trying use their ultimate rewards points to book experiences with concierge.  At first, they were told that UR points could not be used to book activities/experiences and after the Palladium Concierge agent looked further into the matter, it was clear it COULD be done but that Palladium Concierge was unable to book such experiences directly.   The end result was extreme incompetence on the part of Palladium Concierge.

We decided to attempt a similar request and call into the Palladium Card concierge to use UR points and book experiences listed as available for our J.P. Morgan Palladium Card holders.  We detail our experience below:

After waiting for 15 minutes, a representative finally answered the phone with “thank you for calling J.P. Morgan Palladium Concierge”.  This is a significant change from previous experiences where the call was answered immediately by a concierge agent.  As we proceeded to make our request to use UR points to book experiences, we were met with the same response, “unfortunately, we are unable to book experiences/activities with UR points through concierge”.   When we asked for clarification and provided push back, the agent replied that they would have to transfer us over to a special “UR” department that handles these situations.  After more waiting during the transfer process, we were finally connected to a UR points specialist.  They tried to proceed with the request but were ultimately unsuccessful, because tickets had “sold out”.  However, this clearly isn’t the case as she clarified that tickets could still be purchased with a Palladium Card.  How convenient you ask?

It’s unfortunate, that the Palladium Card concierge has combined with the Ritz-Carlton Credit Card, a mass credit card attainable by anyone with decent income and a good credit score.  It is clear that this merger has degraded the quality of Palladium Concierge experience and their ability to meet Palladiumer requests.

According to the most recent Palladium Card benefits brochure:

The J.P. Morgan Concierge can help you redeem the points you have earned toward travel, including hotel, airfare, car rental and more. Whether you choose to use your points for everyday travel or a once-in-a-lifetime experience, we’re here to help you get the most out of your card.

It’s quite obvious from our own experience that J.P. Morgan Palladium Concierge was not able to live up to our expectations and meet our simple request. Our recent experience was utter disappoint at best.

To read our full discussion on experiences with the J.P. Morgan Palladium Card concierge, please log into our Palladium Card Members Area.

6 thoughts on “Palladium Card Concierge Failures

  • October 7, 2015 at 1:10 pm
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    I have experienced similar service lapses from them over the past 2 months.

    Reply
  • October 7, 2015 at 4:52 pm
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    I hope they smarten up soon for their sake.

    Reply
  • October 8, 2015 at 11:45 am
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    The cause MAY be them sharing with the Ritz. However I’ve used Les Concierge(who the palladium uses now) for over 8 years. They can be wonderful. But they’ve opened up an Atlanta Call center and you tend to hire a greater chance of getting someone who doesn’t truly understand your needs when reaching that call center. The San Francisco office is almost always on point. They likely need to separate and differentiate the two. Maybe Atlanta for the Ritz and SF for Palladiumers? That’s my suggestion.

    Reply
    • October 8, 2015 at 4:37 pm
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      That may be true but there shouldn’t be such a huge distinction in service provided between the two offices. I agree that the sharing with the RC card is negatively affecting the concierge service for this card and it’s difficult to say whether this is the main reason for the decline in service or if it is due to the switch from Circles to Les Concierges. I’ve always had good success with Circles but I can’t say the same with Les Concierges.

      Reply
  • October 8, 2015 at 8:59 pm
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    Definitely not a welcomed change for the Palladium Card.

    Reply
  • October 9, 2015 at 12:27 pm
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    I had the same experience and I am NOT happy about it! I was expecting to get someone right away when I called, but had to wait several minutes. I don’t know if it was 15 min or not, but much longer than in the past. They better get this fixed.

    Reply

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