Programs: HH Diamond, AA Platinum, Delta Silver, Hertz Gold-Five Star
Posts: 223
Registration Problems
Anyone who has tried to register getting an error when you say "Remember Me" that it gives you the benefits of the system and then tells you to call from your cell phone.... ?
I am calling from my cell phone which is listed in cell phone on my contact information on aa.com.
Location: NC USA (AA Million Miler, Marriott Silver, Starwood Gold, Hilton Silver)
Posts: 266
I tried to "enroll" and kept transferring me to an agent
I tried saying "remember me" and it kept saying "do you want help with a domestic reservation?"
The roll out on this thing is messed up
__________________
Ted Kennedy's car has killed more people than my gun
Thanks for the feedback on the roll-out of our latest IVR on the elite service lines. We understand you may be experiencing some difficulty in your first few attempts through our new system, so here are some tips to help you navigate:
First, realize that getting to an agent is still easy for AAdvantage elite members. Simply speak your AAdvantage number when prompted and then say “Agent.” Your AAdvantage number is the key to directing your call to the right elite Service Desk. Without it, you’ll hear additional questions as we try to route your call to the appropriate place.
In fact, the best way to get the most from the new system is to enroll in “Remember Me.” Once enrolled, you will never have to speak your AAdvantage number again! We will immediately know who you are, what elite status you hold and where to route your call.
Here are simple steps to enroll in “Remember Me” –
• Make sure your cell phone number is updated on your profile at www.aa.com/myaccount (but it actually can appear in any phone field such as Home or Business. The system can identify cell phone numbers, and that’s part of the authentication process to ensure privacy)
• Using your cell phone, call your AAdvantage elite phone number or the main AAdvantage number, 1-800-882-8880
• Say "Remember Me" at the Main Menu
• Say "Enroll Now"
• Provide your AAdvantage number and follow the remaining prompts
Whether you are enrolled in Remember Me, or simply provide your AAdvantage number each time you call, the system is designed to address your flight information immediately – since that’s what the majority of members are calling about – but it also provides you with the opportunity to skip this information if that’s not what’s on your mind. As for functionality, there are more self-service options and more advanced voice recognition capability including the ability to understand intuitive keywords such as “Upgrades” and “Reservations.”
So please don’t think you have to memorize a whole lot of phrases or find tricky ways to get to speak to a live person -- just give the system a chance to work for you. As you get accustomed to the new IVR, you may wish to hear some sample calls at www.aa.com/callaa -- and see how easy it can be.
In fact, the best way to get the most from the new system is to enroll in “Remember Me.” Once enrolled, you will never have to speak your AAdvantage number again! We will immediately know who you are, what elite status you hold and where to route your call.
This is exactly the problem. It's not enough for you to know why we fly; you want to know who we are too!
Unfortunately, I often call on behalf of my partner who is also EXP. I don't always need to speak to an agent. Unfortunately, once this super-intelligent system has recognized me, I can't do anything with my partner's account (such as check the status of an upgrade) without speaking to an agent.
I also have to jump through multiple hoops to check the status of my own upgrades, when in the past all I had to do was key in 1-2. Now I have to say "Main Menu," and "Request or Check Upgrade," sometimes more than once to get the system to understand me, and then enter the process. If I'm calling from an unrecognized phone, I have to provide and confirm my AAdvantage number twice. This is NOT an improvement.
If this is easier, maybe they should make it harder...
Quote:
Originally Posted by vasantn
It's not. You have to say "Request or check on an upgrade."
I know this is what the system claims, but have you gotten this to work? Every time I try to override with "Request or check on an upgrade", the system asks if I'm calling about a domestic flight, then kicks me to a representative (either way), not the auto upgrade system. Maybe it's because I have multiple reservations booked - but don't most of us? So far, this is the best I've been able to do (you have to wait for the beeping but not the voice to end in most cases):
AA: What's your AAdvantage number? dstan: 1234567
AA: That's 1234567, did I get that right? dstan: Yes
AA: I see that you have more than one reservation, may I help you with one of them? dstan: Yes
AA: Great, what's the departure date of the trip you're calling about? You can also say 'list the dates'. dstan: November 10
AA: OK, I've located your reservation for November 10. Can I help you with this reservation? dstan: Yes
AA: Now, which would you like to do, review or change a reservation? To request an upgrade, say 'Upgrade' dstan: Upgrade
AA: OK, request or check on an upgrade. If that's not right, say 'go back'. I'll transfer you to our auto upgrade system. Just so you know, we'll be asking for your AAdvantage number again. This call may be recorded.
...then it FINALLY goes to the old auto upgrade system (or, in some cases, even disconnects me). Fastest I could do was 56 seconds to navigate to the auto upgrade system.
I know this is what the system claims, but have you gotten this to work? Every time I try to override with "Request or check on an upgrade", the system asks if I'm calling about a domestic flight, then kicks me to a representative (either way), not the auto upgrade system. Maybe it's because I have multiple reservations booked - but don't most of us? So far, this is the best I've been able to do (you have to wait for the beeping but not the voice to end in most cases):
AA: What's your AAdvantage number? dstan: 1234567
AA: That's 1234567, did I get that right? dstan: Yes
AA: I see that you have more than one reservation, may I help you with one of them? dstan: Yes
AA: Great, what's the departure date of the trip you're calling about? You can also say 'list the dates'. dstan: November 10
AA: OK, I've located your reservation for November 10. Can I help you with this reservation? dstan: Yes
AA: Now, which would you like to do, review or change a reservation? To request an upgrade, say 'Upgrade' dstan: Upgrade
AA: OK, request or check on an upgrade. If that's not right, say 'go back'. I'll transfer you to our auto upgrade system. Just so you know, we'll be asking for your AAdvantage number again. This call may be recorded.
...then it FINALLY goes to the old auto upgrade system (or, in some cases, even disconnects me). Fastest I could do was 56 seconds to navigate to the auto upgrade system.
I tried this 6 times before I got it right. 56 seconds is excellent! It took me nearly 3 minutes and X1 went to X0 during that time.
Programs: AA ExPlat 3MM, AA Life Plat, Lufthansa FT, Delta Basic
Posts: 721
The system is abominable. It's been on with Delta for at least 2 years and a reason I avoid them.
One way to beat it as much as possible is, after giving your AA number (unavoidable or you are sent to the general line) and confirming it ("Yes"), proceed to immediately say "AGENT".
You are then redirected as per the previous system. Unfortunately, there is no way to cut the computer from blabbing perfectly useless sweet stupidities.
Net result of the "Improvement" : twice as long as before to get to an agent.
When I called in today, the system could not understand my AAdv # - I have never had a problem with that before. Did they change the voice recognition too?
Anyway I said agent - and was transferred to an agent who did not say "EXP desk" nor his name. When I asked to be transferred to EXP desk, he said he could help me with that and booked my itin. No idea whether he was an EXP agent or not.
One question - why does one need to register one's cell phone? Why couldn't one register a landline phone?
__________________
I'm not scared of flying - I'm scared of coach!
One question - why does one need to register one's cell phone? Why couldn't one register a landline phone?
Presumably because a landline may be shared, so multiple AA numbers might need to be accessed from the same phone or someone could access another's AA account via their phone. Cell phone numbers are, I think, all individual.
Programs: AA EXP/2.7MM, UA 3P, Hyatt DIA, SPG PLT, HH Gold, and happily just a FT general member.
Posts: 9,461
I am thoroughly UNIMPRESSED with the new phone menus. I almost threw my phone out the window while driving today in dealing with all the extra steps and prompts.
I had to call three times because the first agent insisted to me that she could not move me to another domestic flight or see "any" information about whether or not I could switch if it was within four hours of departure. The second agent found me a seat on the next departing flight (exit row I wanted if I was going to switch) but I got disconnected from her. By the time I dialed in and went through all the menus again (saying "agent, agent, agent" over and over to try to bypass the stupid recordings) the seat was gone.
I understand the purpose of the phone menus and can see the appeal for someone unfamiliar with calling - but I think they do NOT belong on the EXP line and I hope someone listens and removes them pronto....
I am thoroughly UNIMPRESSED with the new phone menus. I almost threw my phone out the window while driving today in dealing with all the extra steps and prompts.
I had to call three times because the first agent insisted to me that she could not move me to another domestic flight or see "any" information about whether or not I could switch if it was within four hours of departure. The second agent found me a seat on the next departing flight (exit row I wanted if I was going to switch) but I got disconnected from her. By the time I dialed in and went through all the menus again (saying "agent, agent, agent" over and over to try to bypass the stupid recordings) the seat was gone.
I understand the purpose of the phone menus and can see the appeal for someone unfamiliar with calling - but I think they do NOT belong on the EXP line and I hope someone listens and removes them pronto....
I would encourage all who hate the system, especially EXPs, to email Bella Goren. I had a very positive personal telephone response from her office and got the impression that if enough high-level elites registered specific complaints (rather than expressing general outrage), some action would be taken. I don't want to publish her email address here but I'm sure most of you can figure it out as I did.
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