Where does AA outsource its customer relations emails to?
So I've recently been having an issue with an upcoming trip and have sent a couple of emails to customer relations. However, I've gotten replies around midnight on Friday and Saturday nights, which seems odd. I know AA has not (yet!) outsourced its call centers to overseas, but are they outsourcing customer relations email replies? And, in the case they are, is the person signing the email a real person/always the same person (when the same person replies to multiple emails)?
Perhaps this is the reason that so many emails come back as form emails; they're not actually being answered by the folks at AA corporate, but rather in an email version of the massive overseas call centers far removed from the decision makers in Dallas?
Dude, we're trying! It's just hard to pay much attention to the details working such late hours.
I just wish they outsourced them to the OMNI regulars, at least that way they'd be entertaining, too. Maybe in addition to time on FT/post count replying to a certain number of AA customer relations emails should be a requirement for admittance ?
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What? Some OMNI members aren't using boilerplate language?
But the usual is a boilerplate response, followed by a more substantive e-mail response later. Occasionally frustrating, but the experiences I have had with BA is much more so. (Pretty sure they outsource.)
Quote:
Originally Posted by Upgraded!
I just wish they outsourced them to the OMNI regulars, at least that way they'd be entertaining, too. Maybe in addition to time on FT/post count replying to a certain number of AA customer relations emails should be a requirement for admittance ?
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What? Some OMNI members aren't using boilerplate language?
But the usual is a boilerplate response, followed by a more substantive e-mail response later. Occasionally frustrating, but the experiences I have had with BA is much more so. (Pretty sure they outsource.)
I'm not talking about the "we've received your email and will respond shortly" message, which seems to be automated. I'm talking about the actual response itself, which has often come late at night, sometimes over a weekend. I cannot imagine AA pays US wages to have people in customer relations in Dallas there at all hours of the night, all days of the week to handle this (If so, no wonder AA is in Ch. 11 ).
Or perhaps there is something akin to the speech recognition software (but which reads instead of listens) which one gets when initially calling reservations that picks things out of an email and chooses the appropriate response, thus automating the system one step further?
So I've recently been having an issue with an upcoming trip and have sent a couple of emails to customer relations. However, I've gotten replies around midnight on Friday and Saturday nights, which seems odd. I know AA has not (yet!) outsourced its call centers to overseas, but are they outsourcing customer relations email replies? And, in the case they are, is the person signing the email a real person/always the same person (when the same person replies to multiple emails)?
Perhaps this is the reason that so many emails come back as form emails; they're not actually being answered by the folks at AA corporate, but rather in an email version of the massive overseas call centers far removed from the decision makers in Dallas?
AA does not have operations in Dallas, they operate from Ft. Worth, Texas (two different places). It may seem pedantic to some but there is a distinction and considerable history between the two. It would be like me saying in your other thread that you are flying from Gary, IN to London and explaining to you that Gary, IN and Chicago are the same place and its an insignificant distinction.
As for outsourcing customer relations I don't believe that is the case. They very well may have replies sent out in batches or there likely is a delay between when the CSR submits their response and the message reaches your inbox. Another possibility is that you are thinking of the auto acknowledgement emails that simply state your reference number and advise that someone will get back to you at a later time.
Public Relations, AA's Twitter page, and the AmericanAirlines poster on FT is outsourced to Weber Shandwick .
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I know AA has not (yet!) outsourced its call centers to overseas
I don't think this is true. I was recently told by an EXP call desk supervisor that there are now EXP call centers in South Africa and Fiji (and that the Fiji center is not AA owned). I have yet to speak to anyone from either of these places myself (that I know of), but apparently they do exist.
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I remember the Australian AA flyers get an off-shore call center somewhere but can't remember what country they get off the top of my head. Don't think it's either of the two you listed.
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As for outsourcing customer relations I don't believe that is the case. They very well may have replies sent out in batches or there likely is a delay between when the CSR submits their response and the message reaches your inbox. Another possibility is that you are thinking of the auto acknowledgement emails that simply state your reference number and advise that someone will get back to you at a later time.
Well, I sent my most recent email around 5pm on Saturday, but then received a response around midnight. So even if they were sent in batches the response still would have been written after hours on a Saturday.
Well, I sent my most recent email around 5pm on Saturday, but then received a response around midnight. So even if they were sent in batches the response still would have been written after hours on a Saturday.
- it is not uncommon for companies to employ someone working from home to chat on-line, respond to e-mail, etc. The person responding to you could be anywhere and be paid by a number of e-mails sent.
I don't think this is true. I was recently told by an EXP call desk supervisor that there are now EXP call centers in South Africa and Fiji (and that the Fiji center is not AA owned). I have yet to speak to anyone from either of these places myself (that I know of), but apparently they do exist.
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The Dublin call center closed in 2011. AA had 130 employees there. There was speculation when that happened that the jobs were being moved to South Africa.
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