Now on the EXP line, we have to wait an extra 20 seconds between keying "2" and providing your AAdvantage number, while being forced to listen to the virtues of the new system. Who is Bella Goren? She deserves to be fired.
Amen. Just sent him/her a flame via e-mail.
I got the marketing e-mail today and it sounded great in theory...until I attempted to enroll. Mind you, the e-mail I received stated nowhere that you need to actually SAY "Enroll Me" at the main menu. It simply said to enroll by calling Reservations. Which I did. After the typical IVR hell of trying to get to a human, they had no idea what Remember Me was.
She transferred me to an aa.com rep who knew what I was talking about, and had me get the detailed instructions on the website by searching on "remember me".
I verified my contact info, called back from my cell phone in the profile and then still couldn't sign up because when I said "Remember Me", the IVR gave an explanation of its benefits but was non-responsive to the "enroll" command as instructed. She kept telling me "sorry" and if there was anything else she could help with to say "main menu", otherwise hang up. Which I did.
Come on AA. If you're going to roll something like this out train up the agents, elite or otherwise, before sending out the e-mail. Send an e-mail with a hyperlink to a single (correct) version of enrollment instructions, and make sure it's simple enough so that people can enroll in it.
What I don't get is why you can't just enroll through the website.
Programs: AA EXP-1.6MM, Hilton Diamond, ManU & Chicago Bears #1 Fan
Posts: 9,797
Quote:
Originally Posted by JustSayGrr
Amen. Just sent him/her a flame via e-mail.
I got the marketing e-mail today and it sounded great in theory...until I attempted to enroll. Mind you, the e-mail I received stated nowhere that you need to actually SAY "Enroll Me" at the main menu. It simply said to enroll by calling Reservations. Which I did. After the typical IVR hell of trying to get to a human, they had no idea what Remember Me was.
She transferred me to an aa.com rep who knew what I was talking about, and had me get the detailed instructions on the website by searching on "remember me".
I verified my contact info, called back from my cell phone in the profile and then still couldn't sign up because when I said "Remember Me", the IVR gave an explanation of its benefits but was non-responsive to the "enroll" command as instructed. She kept telling me "sorry" and if there was anything else she could help with to say "main menu", otherwise hang up. Which I did.
Come on AA. If you're going to roll something like this out train up the agents, elite or otherwise, before sending out the e-mail. Send an e-mail with a hyperlink to a single (correct) version of enrollment instructions, and make sure it's simple enough so that people can enroll in it.
What I don't get is why you can't just enroll through the website.
I didn't have to enroll at all. AA.com had my cellphone number for years. I called the EXP desk today and got the "new and improved" system. I'm not so sure if it's all that, but I won't bash it either based on 1 call. Perhaps after 5-10 calls I will, but not after just 1.
I didn't have to enroll at all. AA.com had my cellphone number for years. I called the EXP desk today and got the "new and improved" system. I'm not so sure if it's all that, but I won't bash it either based on 1 call. Perhaps after 5-10 calls I will, but not after just 1.
I've already made 5 calls today. I'm ready to kill someone.
I tried it out a few times today and the only thing I wish it would do is say, "Hi Sinanju" ... pause ... and then launch into its rigmarole. During the pause, I could actually say what I want if I know what it will respond to. Unfortunately, it launches straight in and it never catches what you're saying if you try to talk over it.
Programs: AA EXP-1.6MM, Hilton Diamond, ManU & Chicago Bears #1 Fan
Posts: 9,797
Quote:
Originally Posted by vasantn
I've already made 5 calls today. I'm ready to kill someone.
I really had no reason to call today other then sign up, but that part was already done. I listened to some of the menu choices but since there was no reason for my call, I hung up.
Next week I have couple of trips so I'll probably get to test the system.
Was it just me or will this "new and improved" system take longer to get an answer? It seemed to me that the automated system took much longer just to get to the menu.
I loved the old EXP phone system. Within seconds I was talking to an agent. That's very important to me during travel days.
But as I said, I want to experience this new system little more before I make a judgement about it.
Programs: aa exp/5.8 mm, spg platinum, ual 643,415 air miles and no longer trying
Posts: 917
it took me two calls to register tonight but once i did it worked great. i hate menus so once it answers hello alan i say agent and it automatically transfers me to the next available. it is much faster this way then the old system where you have to say your number especially if you are on the fly and there is background noise and you have to repeat yourself. using it this way and avoiding the menus seems easier and faster then the old way.
Programs: AA EXP-1.6MM, Hilton Diamond, ManU & Chicago Bears #1 Fan
Posts: 9,797
Quote:
Originally Posted by abk
it took me two calls to register tonight but once i did it worked great. i hate menus so once it answers hello alan i say agent and it automatically transfers me to the next available. it is much faster this way then the old system where you have to say your number especially if you are on the fly and there is background noise and you have to repeat yourself. using it this way and avoiding the menus seems easier and faster then the old way.
it took me two calls to register tonight but once i did it worked great. i hate menus so once it answers hello alan i say agent and it automatically transfers me to the next available. it is much faster this way then the old system where you have to say your number especially if you are on the fly and there is background noise and you have to repeat yourself. using it this way and avoiding the menus seems easier and faster then the old way.
Yup. Same thing happened to me, as I posted above. As soon as it recognized me, I said "agent" and off I went. It seems to be more painful if one is not calling from one's recognized number, though.
Yup. Same thing happened to me, as I posted above. As soon as it recognized me, I said "agent" and off I went. It seems to be more painful if one is not calling from one's recognized number, though.
Cheers.
Definitely more painful if:
1. Not calling from recognized number.
2. Calling from recognized number but on someone else's behalf.
3. Trying to re-request upgrades from automated system.
Programs: aa exp/5.8 mm, spg platinum, ual 643,415 air miles and no longer trying
Posts: 917
Quote:
Originally Posted by brp
Yup. Same thing happened to me, as I posted above. As soon as it recognized me, I said "agent" and off I went. It seems to be more painful if one is not calling from one's recognized number, though.
Programs: AA EXP-1.6MM, Hilton Diamond, ManU & Chicago Bears #1 Fan
Posts: 9,797
Quote:
Originally Posted by vasantn
Definitely more painful if:
1. Not calling from recognized number.
2. Calling from recognized number but on someone else's behalf.
3. Trying to re-request upgrades from automated system.
Call in and say "remember me" and you should be able to unregister.
Sad to say, because it is convinced that I have a schedule change (which the agents confirm that I don't), it takes me directly to an agent and ignores my shouts of "Remember Me".
On the bright side, others have to say "agent" to get one and I get one automatically every time without saying a word.
Programs: AA EXP 1.8MM, HH Gold, SPG Gold, Traveler's Aid JFK Volunteer
Posts: 5,521
Quote:
Originally Posted by vasantn
3. Trying to re-request upgrades from automated system.
That's an excellent point! I wonder how we are supposed to get to the automated upgrade system through the new voice prompts. *sigh* (it can't be as easy as pressing 1-2)
That's an excellent point! I wonder how we are supposed to get to the automated upgrade system through the new voice prompts. *sigh* (it can't be as easy as pressing 1-2)
It's not. You have to say "Request or check on an upgrade."
And if you're calling to request an upgrade for someone else from your "remembered" phone, forget it.
Enrollment process is rotten
. I listened to some of the menu choices but since there was no reason for my call, I hung up.
