Programs: AA 2MM, Hyatt Plat, SPG Gold, National ES
Posts: 5,407
Reservation phone - automated call back
Not sure if this has been mentioned before. Called AA this morning and phone system offered the option to put in a call back number and estimated time AA will call me back instead of me waiting on hold. Worked fine and and I was given a call back.
Not sure if this has been mentioned before. Called AA this morning and phone system offered the option to put in a call back number and estimated time AA will call me back instead of me waiting on hold. Worked fine and and I was given a call back.
This is similar to what Delta has in place.
It's used by many call centers. Some, such as Amazon, even permit you to do this online and specify when the call should come. It's great and much better than listening to bad muzak or even worse, ads for services.
I used the callback feature on Dec 21, my call back time was estimated in 1.5 to 2 hours due to blizzard in midwest. I received four 'callbacks' (the caller ID number was AA web services) where I would answer the phone, say "Hello? Hello?..." and hear nothing but silence for 30 seconds, then the call would disconnect.
After the fourth aborted callback (first one at around 2 hours as estimated, then one every 30 minutes afterwards) I called the EXP desk again, waited 10 minutes, got my issue straightened out. Then I asked to be transferred to web services and complained about the callbacks. The agent said she would cancel the callback, and that she had received several complaints about the same issue that evening.
Three and a half hours on hold - and I am Gold. Terrible business failure. When they see weather get bad, especially during times of high volume travel, they need to be able to call people back to work.
Programs: AA Lifetime PLT, HH Gold, DL/UA/CO/AS Elite
Posts: 14,412
Quote:
Originally Posted by seawolf
Not sure if this has been mentioned before. Called AA this morning and phone system offered the option to put in a call back number and estimated time AA will call me back instead of me waiting on hold. Worked fine and and I was given a call back.
Three and a half hours on hold - and I am Gold. Terrible business failure. When they see weather get bad, especially during times of high volume travel, they need to be able to call people back to work.
Unfortunately, AA did not post a travel waiver until very recently. Many other airlines had a travel waiver yesterday. That likely contributed to your extended wait on hold.
I do not believe your call is expedited as a gold, though I may be wrong. Also keep in mind the call center was experiencing extremely high call volume. I agree AA could have been better prepared.
I was given this option earlier this evening -- was told it would be a 19-27 minute wait for a call back. Much better alternative to waiting on the phone -- good on AA for having this option now (they called me back in 30 min).
Its got far worse today when I called to book some international flights. On my first call, I was not given the option of having AA call me as the wait was 15-21 minutes. This did not happen. On my next call, the wait was stretched out to 54 minutes to more than a hour, and I hung up. I know how important it is to look out after stranded passengers, but this extended wait does not serve AA well. I suspect that other non-loyal AA flyers would have chosen to go elsewhere with such extended waits for an EXP passenger.
Programs: I fly too much and stay at too many hotels
Posts: 437
Status dependent?
Just got the same message - option for a call back in 23 to 32 minutes. Decided to hold on. Call was answered in less than 30 seconds after declining the option.
Programs: AAdvantage EXP, Hyatt GP Diamond, Marriott Platinum, SPG Gold
Posts: 189
Quote:
Originally Posted by janetdoe
I used the callback feature on Dec 21, my call back time was estimated in 1.5 to 2 hours due to blizzard in midwest. I received four 'callbacks' (the caller ID number was AA web services) where I would answer the phone, say "Hello? Hello?..." and hear nothing but silence for 30 seconds, then the call would disconnect.
After the fourth aborted callback (first one at around 2 hours as estimated, then one every 30 minutes afterwards) I called the EXP desk again, waited 10 minutes, got my issue straightened out. Then I asked to be transferred to web services and complained about the callbacks. The agent said she would cancel the callback, and that she had received several complaints about the same issue that evening.
So hopefully they will get it worked out soon.
Same problem for me on the 21st. Got called back 5 times with no one talking on the other side. Had to stay on the phone with the desk and got it resolved.
Somewhat OT, but I have real difficulty to get put into the correct (EXP) line. When I call the EXP line, it asks for my EXP number, but the software can't handle my British accent* and 90% of the time, it gets the number wrong, but doesn't give the opportunity to correct it: it just re-routes you to the standard line, which has ridiculous wait times.
Since I work overseas and use skype to call in, I can't use the 'recognise my number' option.
This is getting more and more frustrating since hold times are now getting so long. I wish we had a passcode or something we could type in to verify we are EXP!
tb
* I've found a bit more success with a terrible fake American accent, but it still doesn't get it about 70-80% of the time
Three and a half hours on hold - and I am Gold. Terrible business failure. When they see weather get bad, especially during times of high volume travel, they need to be able to call people back to work.
I suggest you hang up, and call again (and again, and again, etc.).
During IRROPs, I have found that if you are not picked up in 5-10 minutes after being put on hold, you end up in permanent limbo.
Case in point specifically: Trying to adjust return to DFW from PHL after Christmas blizzard of '10(?), I sat on hold twice for over an hour for the EXP desk. MrsDallas49er dialed, as I was on hold the 2nd time, and got through immediately .
I was given the call back option in ORD on 12/20, but my issue resolved itself before the callback. I'm not sure "looking forward to using the service" is the correct phrase, but I will try to take advantage if offered again.
Good luck.
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"A liberal is a person whose interests aren't at stake at the moment." -- Willis Player
Programs: AA 2MM, Hyatt Plat, SPG Gold, National ES
Posts: 5,407
Reservation phone - automated call back
Sounds like AA still needs to work out the bugs. With DL, even if you miss the call back, and call DL again, the system will recognize you we're in line previously (and missed the call back) and route you to the next avail agent.
