I made a reservation with American Express (AMEX) Platinum Card travel service for a luxury van rental in Los Angeles, CA on July 9, 2025, with the expectation of a positive fun day touring the city. Sadly, this was not the case. AMEX failed to communicate verbally or via email information about the pickup at LAX. This failure resulted in difficulty locating the chauffeur, leading to a significant delay and inconvenience. According to the Limousine service, reservations booked via AMEX are advised of the meeting point and instructions for this service. To be clear, I never received any pick-up information and was expecting the Chauffeur to meet our party in baggage claim. I phoned AMEX travel multiple times and was told the Chauffeur had my contact information and would be calling on arrival. After 1.5 hours of waiting, I phoned AMEX and requested the Chauffeur’s cell number and was able to immediately reach him. AMEX had provided the Limousine company with an incorrect phone number. The Chauffeur and dispatch team called the incorrect number multiple times, and we could not get through. No other phone number was provided by AMEX. As of this posting, AMEX has not acknowledged its role in this failure in communicating the details of this reservation, the inconvenience, and the negative experience. They have consistently pointed the finger and blamed everything on the limousine company, which immediately responded to the complaint and provided a satisfactory resolution. This lack of accountability and acknowledgement of responsibility by AMEX with their vendor is disappointing. Membership had no privileges, only errors in booking.