6 | American Express Travel

T0627AMERICANEXPRESSTRAVEL_C_350 [Credit: American Express Travel]
2021 sales: $4.9 billion
Previous ranking: 8
Employees: 5,845

200 Vesey St.
New York, NY 10281
Phone: (212) 640-2000


PRESIDENT: Audrey Hendley

Company facts

* Publicly held company.

* A full-service travel and lifestyle services provider for American Express cardholders.

2021 developments

* With a growing focus on wellness activities, supporting local communities and protecting the environment, the company has provided clients more options in these areas.

* Uplifted creative marketing imagery to reflect more diversity in gender, ethnicity and sexual orientation.

* Formed a financial services partnership with IGLTA, the International LGBTQ+ Travel Association.

* Added 132 properties to the Fine Hotels + Resorts and the Hotel Collection programs, which give clients access to benefits at 1,800 hand-picked hotels.

* Expanded Centurion airport lounges in San Francisco, Seattle and Houston. Announced lounge openings in Atlanta and at Washington Reagan National.

* Added digital self-servicing tools to enable customers to cancel most air, hotel and car reservations themselves on AmexTravel.com.

* Enabled customers to easily view, track and use vouchers to book travel online or over the phone with a travel consultant.

* Enhanced conversational voice-response technology to confirm whether a cardholder has an existing reservation before they talk to a travel consultant.

* Integrated new filters to enable cardmembers to search hotels by program and by neighborhood.

* Launched Amex Flex, enabling employees to work in the office or at home or take a hybrid approach that combines both. Most colleagues in the U.S. have chosen a hybrid schedule, which means they come into the office about two days per week and work virtually for the rest. More than 40% have opted to be fully virtual.

Looking ahead

* A large majority of consumers are willing to book a trip for 2022 even if they might have to cancel or modify it later.

* Spending on travel is outpacing pre-pandemic levels.

* Dream destinations are becoming a reality: Over half of consumers who took part in a survey plan to book a once-in-a-lifetime vacation this year, particularly those in the millennial and Gen Z population. 



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