We need to talk about the decline in American Express Centurion lounges. They were once great. They aren’t any longer – they aren’t as good as they used to be, and both Capital One and Chase offerings are better.
Back when American Express negotiated their first lease at the Dallas – Fort Worth airport, American Airlines objected. Centurion lounges drove competition and raised the standard. Airline lounges upped their game.
Amex lounge food was good. The Dean Fearing brisket in Dallas was delicious. The spaces had a premium feel, and the food even looked good.
When New York LaGuardia was opened the partner chef was Cedric Vongerichten of Perry Street restaurant in New York (son of Jean Georges). San Francisco opened with Christopher Kostow, three Michelin star chef of Napa’s The Restaurant at Meadowood. The food was something their chef partners could be proud of back then.
Chef Christopher Kostow at San Francisco Centurion Lounge Opening Event
Since then they have closed the spas. The food is no longer good. The design has aged.
I don’t see beef much these days. Overcooked pasta in big vats just doesn’t have the same appeal as the premium buffets American Express offered when these lounges were new.
Card annual fees have gone up and you have less access – no more free guests, you can no longer enter more than 3 hours prior to flight – yet those changes didn’t reduce crowding because they kept minting more cards and even added access to Delta Reserve cards which meant useing Centurion lounges to relieve crowding in Sky Clubs.
Now we have Chase lounges and Capital One lounges and those are better! Ironically their premium cards have lower annual fees than Amex Platinum. I still keep my Platinum, because I get more value from the coupon book than the fee and it gives me access to these lounges and Delta’s lounges when I fly Delta. But I don’t use Centurion lounges often even when they’re an option.
I choose the American Airlines Admirals Club on Washington National’s E Concourse over the American Express Centurion lounge at that airport, even though both entail walks to American Airlines mainline gates.
American Airlines Admirals Club, DCA E Concourse
The food in many Delta lounges is better than in Centurion lounges.
By 2018 I wrote that Centurion lounges are so busy, nobody goes there anymore. There will often be queues to get into the lounges. This was 1:45 p.m. on a Monday in Las Vegas (the Las Vegas lounge check-in agents told me how much they were looking forward to the opening of the Capital One lounge, hoping it would reduce the queues).
Credit: TravelZork
Credit: TravelZork
The whole point of an airport lounge is not to wait in the terminal. There’s nothing luxury about queueing. I have a Platinum card. It pays for itself with credits against spending I would do anyway. And sometimes it’s useful for lounge access I wouldn’t have otherwise.
However, Delta for years has promoted the idea that ‘when everyone’s elite, nobody is.’ When there are so many cardmembers traveling through airports that there are lines to get into their lounges, the lounges cannot in any way be considered ‘elite’.
When American Express first opened Centurion lounges, the food was fantastic and lounges weren’t overrun. Not everyone had discovered them yet. There weren’t as many cardmembers. Those managing the budgets hadn’t quite anticipated that when you open a nice lounge, more people will show up, stay longer, and eat more. They were producing food at a smaller scale and with what seemed like a bigger budget per head.
Back then there were no limits on how far in advance you could arrive at a Centurion lounge, and no lines to get in.
Credit card premium lounges are a victim of their own success, attracting more customers (which detracts from the experience) and driving up costs (which lead to cutbacks in the experience). And a decade on even the design feels dated.
When are people going to wake up to the superiority of Chase Sapphire to AmEx? Chase knows how to run a CC travel program. I got the first Sapphire Reserve CC in 2016 and have never been happier with my decision to ditch AmEx than I am today.
That was a sad story to read
Hope it’s not like the airlines where the standards drop at the other bank lounges seemingly in solidarity…
Problem is, the biggest complaint (lines to get in) apply to the Chase and CapOne lounges as well. (Well, wait lists to get in- which Amex is moving towards as well.)
Agree with Gary. My home airport is SFO and I now routinely use United Club lounges – its Polaris lounge in the International Terminal is exceptional!
I do *not* have an Amex Plat card; my wife does. I am not ever an AU on her card. This card makes little sense to me, and I’ve very happy to have my Amex Gold card. That said, with the cards I do have, I can access Alaska lounges, Admirals Clubs, and Priority Pass lounges. My home airport (SFO) has all three of these a short distance apart from one another in T1. I have my choice. I’ve never had to wait in line to get in to any lounge @SFO. In fact, I can recall only two times my wife and I had to wait in line for lounge access: once @LHR to get into the Club World (Business Class) Lounge, and once for a Centurion Lounge somewhere in the US (but I can’t recall where — but it was before the rules change). YES, the Centurion Lounges have certainly gone downhill in my limited experience, but I’m in no hurry to get a Chase Sapphire Reserve (I have the CSP) or Capital One card (another card where I see little benefit to)..
What amazes me is that despite these “lounge lines” and the feeling like everyone is elite, it simply isn’t true. Case in point: Wednesday afternoon I’m connecting thru ATL and my flight is out of Concourse E. I opted for the Sky Club rather than the Centurion since I had just been to the Centurion a few days before. Well, the food court was an absolute zoo and the Friday’s had a line out the door. No seats at the bar…no tables…it looked like an absolute you-know-what show. The E Sky Club was busy but nothing close to the food court and that Friday’s. So, despite all the issues (and to be fair your article is not wrong) I’ll take the Sky/United/Centurion Club(s) any day over the terminal.
There are multiple ways to leave feedback about Centurion Lounges with AMEX. Complaints should be logged there and cards should be canceled if a card holder no longer finds value. There are other cards and other lounges out there. I long for the pre-pandemic flying experience, less crowds more comfort. But me wishing those experiences would return, will not make it so.
The only thing getting people on premium Amex cards are the bonuses for signing up. Not a good lt strategy
@Jason,
What card do you have that gets you into Alaska lounges?
Not sure I agree with the statement that CapOne lounges are categorically better. I enjoyed the one at DFW when it first opened and it did seem fresh and different, but the last few times I’ve flown through DFW I prefer the Centurion. The CapOne almost always has a waiting list (and they have an annoying habit of telling you it will be at least 20 minutes and then texting you in five or ten, then giving your spot away if you don’t hurry back) and there’s just not much substantial food on offer. The small dish concept is cool from a hygiene and aesthetics perspective but it’s tough to put together a full and satisfying meal. The desserts are the highlight, but then I end up eating too much junk because of the lack of real entrees, salads, etc. And the cocktails on tap are not very good, hard to tell on the drink menu what is freshly made and what is premixed. For DFW at least, I’m sticking with Centurion. Or, for a long layover I’d eat and drink at Centurion then head to CapOne for dessert, if I can get in
You are right on, it is a hassle sometimes to get into the Amex lounge, they are not that clean, and the food is nothing to get excited about. When I travel, I now appreciate finding an airline lounge that I can find a seat, and is quite, and getting into an Amex lounge , does not insure a seat, or q quiet place to wait for your flight. There is no reason to be a Platinum member for the lounges.
The food at most Centurion lounges is now worse than the food you’d find at a food court. It’s lukewarm at best, even when right out of the kitchen, and often close to inedible. The only value I continue to find is a more comfortable sea and (marginally) less noise and distraction. That’s about it.
I keep a spreadsheet for my Platinum Card. One column is the benefits with a ‘hard dollar’ value, like the $200 hotel credit and the Uber and entertainment credits. Another column is the ‘soft dollar’ benefits like lounge access. Each year my hard dollar benefits exceed $695, so I don’t worry too much about the soft dollar benefits. But I’ve been valuing Centurion Lounge visits at $25, more or less $15 for the food and $10 for the seat. It probably won’t affect my overall value analysis, but I’m starting to think that valuation is excessive, particularly since I no longer eat the food unless I’m ravenously hungry.
The brand erosion at AmEx over my traveling lifetime of four decades is striking and shows no signs of reversing.
Unfortunately, you are 100% correct.and i am very surprised that AMEX has let it slip like this
@jsn55 — I’m with you that Chase Sapphire (specifically LGA, BOS) is better than the Amex lounges at many airports (though, the Centurion is better than the Sapphire at JFK, ironically). In the US at least, DeltaOne lounges at JFK and LAX still beat them all. Then, AA’s Flagship Chelsea and Soho lounges at JFK T8. Then United’s Polaris at EWR. Then everything else.
I visited the Centurion lounge in LAS twice in December. Borderline s..t show. Line to get in, then the food was exactly as described in Gary’s article. I was a frequent visitor when the lounge opened in DFW and it was really good…..food, service, atmosphere. No longer! Capital One at DFW has them totally beat. I am looking forward to my first visit to a Chase lounge based on comments. AA at DFW, is still way behind in the food dept- that a shame! Other than Capital One, my experience has found the best lounges are overseas. I will continue my Platinum AMEX at least until I have finished spending the reward points I accumulated over the last 20 years or so.
I do have an American Express Platinum Card the fee is way too high you’re paying too much to get too little there’s a lot of better cards out there compared to American Express I just went with Chase Sapphire card much better than American Express gold and much better than American Express Platinum in the next couple of months I will be paying off all my American Express cards which I have aided them and I will be closing most of them American Express did me wrong in a lot of ways so before you get an American Express card I should chest you think twice
Lounges in general aren’t really worth it nowadays. Better to just buy a few snacks/drinks and sit at an unused gate.
Yep, everything said is true. The overall decline of AMEX is alarming.
The lounges are in a downward spiral and no longer offer a premium experience.
My expectations for airport lounge have declined, certainly partly because of crowding issues and low class people talking on speaker phones or treating it like a day care, but also because it’s no longer a novelty to me. I used to arrive early just to enjoy the lounge, eat and drink for free and enjoy the tarmac view. Now I arrive as late as possible, just a quick drink and bite to eat then off to the gate.
It’s certainly not premium anymore, it’s mainstream, so lower your expectations and you won’t be disappointed.
I must agree. This past Super Bowl weekend I flew out of CVG. Thankfully, the lounge was nearly empty. However, the food at the buffet looked picked over and unappealing. But, the service was top-tier, and it always is the best. Landed in LAS, and the Centurion lounge there Had a line similar to the photos in the article. I agree the best strategy is to use the car for the hard benefits, and simply be selective at what lounge you take advantage of at what airport.
Gary on one of his soapboxes again ranting about something that is obvious and that no whining will ever change. Just another day it seems
I hope AMEX is reading these comments. I have had platinum for 30 years and I can use the lounge perhaps half the time and that’s if I wait. I’m so tired of the coupon book. I’ll keep a biz plat because it lets me use points to buy biz and first class airfare at 1.5 cpp, That;’s the deciding factor, given the diminished value of everything else.
I can get Disney+ from my Kroger membership so it is not worth the digital entertainment credit value. Paramount+ with Walmart +, which I can buy for $49 per year, not the $12.99 per month charge with amex (and credited back as if I’m getting $156 value).
On the other hand I was in the Cathay Pier lounge at HKG last week anf it is amazing when you visit a truly great lounge
Was on trips through Denver and Atlanta in the past month. Both have a Centurion Lounge- both were full. Used the Amex on-line app to reserve spots; the Denver lounge opened up right as we boarded our plane! Even the Cap One Lounge in Denver was full. The only lounges that seem consistently open and available are the airline ones- have had slight delays with Delta but have never had an access issue with AA. I know they “aren’t as good” but available beats full every time.
@Jason – I also have access to the 3 lounges at SFO T1. I’m shocked you’ve never had to wait to get into The Club. It seems to always have a line when I’m there. I happily walk past that line and into the Alaska or American lounge.
@Steve – The American AAdvantage Citi Executive card provides access to American and Alaska lounges, so long as you’re flying Alaska or American.
Regarding DCA Terminal E Admirals Club, sure the decor is nice and pretty, but the (complimentary) food and beverage options are terrible. That’s just a fact. The AA clubs pale in comparison to DL’s offerings as well. The love affair with this particular lounge, because AA finally built a lounge that looks nice, is kind of missing the point when the actual offerings of the lounge itself are pedestrian.
Totally agree!
CLT Centurion Lounge food has really gone “downhill”.
Was Great when they first opened, but now…Ugh!
Food line is always in disarray!
But, bar offerings and bar staff are outstanding!!!
Double D
While I don’t agree completely on your assertions, they’re certainly a lot more true than false. What suggestions would you make to improve matters? My suggestions are to stop allowing free military access and limit the number of annual free visits by paying cardholders. Between those moves some crowding and waiting in line would be alleviated.
Cattle cars eventually start to stink. I’ve seen the crowds inside the Centurian lounge shift from majority business travellers to middle America. At first I blamed corporate card holders plus ones, Now I blame “influencers” who have spread the word on the wrong streets. It’s pathetic in there these days.
Was at the MIA Centurion lounge last night. No line to get in but I literally got the last seat available; very crowded. There was a long line for the food (bbq chicken thighs, rice and cauliflower were the hot items) and a line for the bar. The design has not aged well. At least the staff were friendly doing the best they can.
When you are addicted to American Express cards you pay the ultimate price
*High Annual fees (sucker punched)
*Mostly lousy domestic air partners for point transfers (and you pay a fee to redeem lol)
*Horrible overseas call centers with inept agents you fight with to get your credits/benefits
If you can understand what they are saying
*Messed up merchant disputes
*Non Premium experiences
*Crowded airline clubs with lines and nasty crud/slop they call fine dining
They once upon a time were the role model for the industry now just fake premium perception
Corporate hates their customers and will do anything to screw cardholders and devalue the program and charge higher fees.
I am American Express card free after many decades of membership and loving it
They took my business for granted and I found far better opportunities elsewhere.
Feel sorry when I see someone pay with one of their cards knowing they are being ripped off
@Mike H — Yeah, that MIA Centurion is tight–especially with having to take those small-ish elevators up there. At least the views are nice. Breakfasts are actually quite good, too. Not sure how they’d renovate or expand that without a concourse rebuild.
@Ron — I’ve given up on the DEN Centurion–every time I’ve been through there, full. If ATL is the same, even as large as it is, that’s a real shame.
@JC — I actually really like the DCA Admirals Club, and the food is ‘fine’ but no, not ‘amazing’–you’d need to go to a Flagship for better food, honestly. When the ACs have guacamole stations, it’s decent–and some sell food, which is lame–like, really, they can’t include some quesadillas. Another nice ‘new’ Admirals Club is LGA Terminal B–they just need to ‘upgrade’ more of them.
I noticed this awhile ago. Their lounges are terrible & food at the airports get better & better. I let my AMEX platinum lapse last year and I do not miss it (or it’s annual fee) one bit.
Next up is CLEAR. At least in Denver, CLEAR only slows you down. Another waste we’ve been told we need to have…
An AMEX Platinum card used to be reserved for people who were responsible with the AMEX green card and had a pretty good credit score. Now they offer it to anyone who is breathing and has a credit score over 500. my 18 year old son was offered one. When mine renewed this year for a $700 annual fee I canceled it. Since I fly American mostly, second Southwest, (Very few Centurion lounges in Southwest airports), I have an American Airlines Executive Platinum card. With the exception of Charlotte two times I’ve never have to wait to get into a Admirals Club lounge. Dump the AMEX Platinum, leave it for the ghetto crowd who think they are “classy”.
I was escaping Houston last weekend and tried to stop in. A line of 15 people that never moved in the 10 minutes I stood there. First thing I told my wife when I got home was we need to drop these cards. The offers fell off years ago. The customer service and insurance kept me going for a while but I’m strongly considering dumping it.
@Elle — On CLEAR, it proliferated after Amex included the annual credit with its Platinum cards. Before then, fewer people had it, so it was more special. These days, you really do need to evaluate whether Pre-Check or CLEAR is faster, then decide. Most of us have at least one card with Global Entry credit, so we all should have Pre-Check, unless the airline is too ‘cheap’ to participate in it.
Recent multi city flight I enjoyed my experience at the NASCAR bar and grill in St. Louis WAY more than my Centurion Lounge experience in Seattle. Seems as if the lounge in Seattle took away many of the comfy seats in exchange for hard chairs/tables to increase capacity and the breakfast is always the same. Gets old quick tbh…
This article, as scathing as it is, vastly understates AMEX’s food quality problem at its lounges. Truly disgusting food and the chefs who have loaned their good names to these efforts should feel truly embarrassed.
Let’s not forget the free Amex Platinum cards for the Military ( and their spouse and their adult children!)- in addition, Amex doesn’t monitor active duty status – I personally know at least 3 people who have been retired from Active duty for 2-3 years and still have all of those free accounts.
@Bob Smith — Oh, come on now. You know, of all the people who deserve a break, I say, let the veterans get some free lounge access. My goodness, they deserve it.
I’m cancelling in April – hopefully that’ll free up some space for everyone else! Although I haven’t used an Amex lounge in probably 6 months so who knows.
While I do find value in some of the Platinum’s coupons, I often use them because they’re there , not because I need to (e.g., the hotel credit).
Lounge wise, for me it was the waiting, the quality of the food, and the clientele. Way too many shoes off, feet on furniture, etc. Definitely doesn’t scream premium.
Yeah, agree.
Decided at next AF, I’ll be dumping my Amex platinum. I mostly used it for Delta lounges; the actual Amex lounges are unpleasantly crowded and the food just not that good. I ‘might’ consider the premium Delta card to get lounge access to Delta now, but not sure it’s worth the bother.
Ironically this is despite my getting marginally greater than the AF value in the ‘coupon book’ credits…. I’m just tired of it. Not sure I’d use Uber/ eats that much except feeling I ‘have’ to. Also finding it tedious to use other credits. At this point I’ rather keep my cash (AF) and the time I was spending on this silliness
@Larry –
With regards to your praise of the DFW Capital One Lounge desserts, am I safe to assume their profiteroles are a big part of your assessment? My favorite food item of any lounge I’ve been to.
Is it inevitable, then, that the Capital One and Chase lounges will follow a similar path? Sounds like they are at the same point AmEx was 8 years ago. Will they be tempted to increase access and cut costs over time as well?
@Matt — So, you tell us you’re *not* a foot-guy? Well, for those who *are* all about that ‘shoes-off’ showing-off at the Centurions, cheers to AmeXXX!