What is a Consultant at American Express Global Business Travel?

The Consultant role at American Express Global Business Travel (Amex GBT) is the heartbeat of our client service operations. Whether you are applying as a Travel Consultant focused on corporate bookings, a VIP Consultant handling high-touch entertainment clients, or a Meetings Technology Consultant managing Cvent platforms, you are the primary problem solver for our customers. You are not just processing transactions; you are ensuring that business moves forward by navigating complex logistics, technology, and travel regulations.

In this position, you serve as a trusted advisor to corporate clients, ranging from individual business travelers to large-scale event planners. You will work within a dynamic, often remote-first environment where precision and empathy are paramount. Your work directly impacts the traveler experience, ensuring safety, compliance with corporate policies, and seamless execution of itineraries. You are the human element that differentiates Amex GBT in a highly digital industry.

Candidates successful in this role are those who thrive on complexity and derive satisfaction from delivering "perfect trip" experiences. You will join a team that values People, Passion, and Progress, working with proprietary technology and industry-standard Global Distribution Systems (GDS) to turn travel challenges into solutions.

Common Interview Questions

Getting Ready for Your Interviews

Preparation for the Consultant role requires a shift in mindset from "customer support" to "strategic consulting." You are expected to demonstrate deep industry knowledge and the ability to manage high-stress situations with grace.

Technical Proficiency – For Travel Consultants, this means native fluency in GDS platforms like Sabre, Apollo, or Galileo. You will be evaluated on your ability to navigate these systems efficiently, understand fare rules, and interpret complex ticketing codes. For Meeting Tech Consultants, this implies expertise in platforms like Cvent and project management tools.

Situational Judgment & Problem Solving – Interviewers will test your ability to think on your feet. You will face scenarios involving disrupted travel, angry travelers, or conflicting policies. You must demonstrate how you balance empathy for the traveler with strict adherence to company and client policies.

Communication & Empathy – This is a high-touch role. You must show that you can build rapport quickly, whether over the phone, via chat, or in a virtual meeting. Your ability to de-escalate tension and provide clear, professional guidance is a critical evaluation metric.

Adaptability & Resilience – The travel industry is 24/7 and unpredictable. You will be assessed on your willingness to work flexible hours (including nights and weekends for some teams) and your ability to remain calm under pressure during travel disruptions or system outages.

Interview Process Overview

The interview process for a Consultant at Amex GBT is designed to be efficient but thorough, typically spanning 2 to 4 weeks depending on the urgency of the hire. It generally begins with an online application followed by a screening call with a recruiter. This initial conversation focuses on your basic qualifications, salary expectations, and verifying your GDS or technical experience.

If you pass the screen, you will move to the core interview stage. This usually involves a video interview with a Team Leader or Hiring Manager. For Travel Consultant roles, this stage almost always includes a practical component, such as a verbal test of airline codes, a discussion on GDS formats, or a roleplay scenario simulating a call with a Card Member. For Meeting Tech roles, expect questions focused on project management and platform configuration. The process is known for being straightforward and friendly, though candidates should be prepared for specific questions regarding their availability and shift flexibility.

The timeline above illustrates a standard progression, though steps may be consolidated for urgent hires. You should use the time between the Recruiter Screen and the Team Interview to refresh your memory on specific GDS command codes and airline designators, as these are frequently tested on the spot.

Deep Dive into Evaluation Areas

The interview team will evaluate you across several distinct dimensions. Understanding these areas will help you structure your answers effectively.

Technical Skills & Industry Knowledge

For Travel Consultants, your command of the Global Distribution System (GDS) is the most critical technical skill. You generally cannot "learn on the job" for these roles; you must arrive with proficiency. For Meeting Technology Consultants, the focus shifts to event management software.

Be ready to go over:

• GDS Proficiency – Specific commands in Sabre, Apollo, or Galileo. You may be asked how to price a complex itinerary or exchange a ticket.
• Industry Codes – Airport codes (IATA), airline designators, and fare basis codes.
• Ticketing Rules – Understanding fare rules, penalties, and validity.
• Meeting Platforms (Tech roles only) – Configuration of registration paths in Cvent, attendee management, and virtual event setups.

Example questions or scenarios:

• "Which GDS are you most proficient in, and when was the last time you used it in a native environment?"
• "How would you process a ticket exchange involving a penalty and a fare difference?"
• "Walk me through how you would configure a multi-track agenda in Cvent."

Customer Service & Roleplay

Amex GBT places a massive emphasis on the "Consultant" aspect of the title. You are not an order taker; you are a problem solver. You will likely participate in a roleplay or situational interview segment to test your soft skills.

Be ready to go over:

• De-escalation – Handling a frustrated VIP traveler whose flight has been cancelled.
• Consultative Selling – Proactively anticipating needs (e.g., adding a hotel or car transfer) rather than just booking a flight.
• Policy Compliance – Explaining to a traveler why a preferred option is out of policy while maintaining a helpful tone.

Example questions or scenarios:

• "Roleplay: I am a traveler stuck at the airport, my flight is cancelled, and I am yelling. Help me."
• "A client wants to book a first-class ticket that is against their company policy. How do you handle this?"
• "Tell me about a time you went above and beyond for a customer."

Behavioral & Cultural Fit

We look for colleagues who embody our values. We need to know that you can work autonomously in a remote environment and collaborate effectively with a dispersed team.

Be ready to go over:

• Remote Work Ethics – How you manage your time and stay focused without direct supervision.
• Teamwork – How you support colleagues during high-volume periods.
• Adaptability – How you handle changes in software, policy, or shift schedules.

Example questions or scenarios:

• "Describe a time you made a mistake on a booking. How did you fix it and communicate it to the client?"
• "How do you handle working in a team where you cannot see your colleagues face-to-face?"
• "Are you available to work rotating shifts, including nights and weekends?"