If you plan to downgrade a co-branded airline credit card, expect immediate service disruptions. I’ve held a premium airline co-branded credit card for over 30 years. Recently, with the upcoming annual renewal and the economic shifts affecting us all, I no longer travel as frequently, making most of the benefits of the higher-tier card unnecessary. When I contacted the credit card company to switch to a lower tier, my call was answered within two rings. The polite representative promptly addressed me by name and asked how he could assist. After a short conversation, he mentioned that the call would need to be transferred to “retention.”
A few moments later, a warm and friendly lady answered the phone and greeted me by name. I shared what I needed, and she listened patiently, showing understanding and offering some nice alternatives to downgrading the card. She was very professional and genuinely tried to keep me as a happy customer. I appreciated her effort, but I decided to go ahead and change the card level.
That was the last time I experienced high-quality service from the credit card company. Just two days ago, I called the same number about another issue related to my transition; after a dozen rings, I heard a recording saying they were busy, blah, blah. But eventually, I reached a courteous gentleman whose English was limited, though I truly appreciated his effort. This was the company’s second-level call center. While I will miss the premium service, I am grateful for the savings that come with the new plan.
Are we there yet? 