On the old phone system, to get an AAgent you had to:
- press 2
- key in or speak your AAdvantage number
On the new system with "Remember Me" enabled, to get an AAgent you must:
- say "Agent"
The new system is quicker ... IF you need an Aagent.
I will quickly agree that the new system is very cumbersome if you want to, for example, check the status of a flight. It would sure be handy if they would let you just key in the flight number to get the info.
If it were that simple, everyone would not be complaining. I often call from my office phone, not my cell phone.
First, you have to wait for the entire "Thank you for calling the American Airlines Executive Platinum Desk" before being asked for your AAdvantage number. Under the old system you could hit "2" as soon as the system picked up the phone.
Second, the new system always repeats your AAdvantage number and asks you to confirm it. Sometimes you have to say "Yes" twice. Under the old system, you were thanked and put in the queue, except for the rare occasion when your AAdvantage number was not clearly captured. As an added bonus, the new voice says "Right?" in a particularly whiny and annoying way.
Third, you cannot key in your AAdvantage number any more. I much prefer to key it in as doing so makes the issues of voice recognition, ambient noise, and confirmation moot. The new system also seems worse at recognizing the spoken AAdvantage number. It was rare that I had to repeat it under the old system.
Finally, after you respond affirmatively to the whiny "Right?", you hear the drumming noise for 5-10 seconds while the computer is struggling to find all your flights that you may or may not care about for this particular call. Then it says: "I see that you're scheduled to travel ... ". This is the first opportunity you have to say "Agent."
And if you want to do something else, like re-request an upgrade, that's a whole other story. The last step becomes a bunch of more steps. Instead of saying "Agent":
You say "Main Menu." You usually need to say it at least twice before the system notices.
The system says "Main Menu. Please say 'Reservations,' ... "
You say "Request or check on an upgrade."
The system says "OK, request or check on an upgrade. If that's not right, say 'Go back.'" Short pause. "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 or monitored."
Then you are finally transferred to the legacy system that you could have accessed by pressing "1, 2" under the old system.
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.”
Quote:
Originally Posted by abk
just say agent and you will get one
Quote:
Originally Posted by SquareDanceGuy
The new system is quicker ... IF you need an Aagent.
Would that it were that simple for all of us. The new system does not believe me when I say that I want an agent.
At least the old system would give up after a few failed tries at recognizing my AAdvanatage number and switch me to an agent who could then transfer me to the EXP Desk, if necessary. The new system doesn't give up nearly as easily. And when it finally relents, it still sends me to a non-EXP Desk agent. The end result has been that it now takes me longer than ever to not speak to the EXP Desk.
__________________ "When you have nothing to say, call the other guy an AApologist and hope nobody notices your deficiency."
Thanks for your response about my problem with the new phone system, but it missed the point entirely. What happens every time I call in is your system greets me and then tells me there is a schedule change on my Dec 7 flight and immediately connects me to an agent. Even though I have discussed this minor schedule change with FOUR agents, your flawed system continues to tell me about the change and immediately connect me to an agent to discuss it, no matter what I do.
I GOT THE MESSAGE ABOUT THE 10 MINUTE SCHEDULE CHANGE. I'D LIKE TO BE ABLE TO USE THE SYSTEM WITHOUT BEING CONNECTED TO AN AGENT EVERY TIME. PLEASE FIX THIS OR TELL ME HOW TO DISABLE THE REMEMBER ME FEATURE.
I GOT THE MESSAGE ABOUT THE 10 MINUTE SCHEDULE CHANGE. I'D LIKE TO BE ABLE TO USE THE SYSTEM WITHOUT BEING CONNECTED TO AN AGENT EVERY TIME. PLEASE FIX THIS OR TELL ME HOW TO DISABLE THE REMEMBER ME FEATURE.
Please make sure you post their response to this letter.
__________________ "When you have nothing to say, call the other guy an AApologist and hope nobody notices your deficiency."
Programs: AA (Life Plat), Starwood (Plat) and every other US program
Posts: 2,035
I am Platinum, not EXP.
1. When I said agent, I didn't get one.
2. There is a small secret to cell phone usage that apparently wasn't shared with the development team - cell phones are sometimes used in noisy environments. I have been in NY for 2 days and I have *never* been able to get the system to work as smoothly as if I was hiding in a quiet room. Did they even test how the system would operate in a noisy environment?
3. Just about the only reason I call, instead of going on the internet, is to check on an upgrade. After working through the system it transfers you to the old upgrade sysetm. It is not integrated, so you need to repeat your advantage number. And sometime, after wading through the menus, the old system is busy and you just get a busy signal.
Please make sure you post their response to this letter.
The AA Customer Relations response to my 2nd email about the phone system was:
November 15, 2007
Dear Mr. Wright:
Thank you for contacting Customer Relations again. As the marketing page will tell you, if you wish to turn off the "Remember Me" feature, you must call with the same cell phone you used to set up the feature. Say, "Remember Me" at the main menu and you will be asked if you want to turn off "Remember Me." Answer "Yes" and it will be turned off.
I'm sorry you have not had a good experience with "Remember Me." Once a schedule change has been advised and the itinerary updated, it shouldn't happen again. Please accept my apology.
Sincerely,
My reply to that was:
Thank you for your prompt response to my second email concerning the problems with the new phone system. You advised me: "As the marketing page will tell you, if you wish to turn off the "Remember Me" feature, you must call with the same cell phone you used to set up the feature. Say, Remember Me" at the main menu and you will be asked if you want to turn off "Remember Me." Answer "Yes" and it will be "turned off." THIS DOESN'T WORK. I had already tried this, but nonetheless went ahead and tried it again, several times. I even tried repeating "Remember Me" every 2 seconds. In every case, I never get to a "main menu" but am connected to an agent immediately, after being advised that my December 7 flight has a schedule change.
You also wrote: "Once a schedule change has been advised and the itinerary updated, it shouldn't happen again." Today when it took me to an agent I specifically asked the agent if the itinerary had been "updated" and she confirmed that it had been done some days ago. Again, I called back and it once again advised me of the schedule change and took me immediately to an agent.
I know that you are just passing along the info given you by the technical people, but you need to pass my info back to them and tell them that this "schedule change" flaw needs to be fixed, as it makes usage of your phone system incredibly inefficient.
Thank you.
I don't think I should hold my breath while I await the solution....
Programs: AA EXP 1.8MM, HH Gold, SPG Gold, Traveler's Aid JFK Volunteer
Posts: 5,520
The real solution seems to be to get rid of the whole voice recognition system on elite lines. For all of the business that we give AA each year, we certainly shouldn't have to deal with all of this nonsense.
Thank you for your prompt response to my second email concerning the problems with the new phone system. You advised me: "As the marketing page will tell you, if you wish to turn off the "Remember Me" feature, you must call with the same cell phone you used to set up the feature. Say, Remember Me" at the main menu and you will be asked if you want to turn off "Remember Me." Answer "Yes" and it will be "turned off." THIS DOESN'T WORK. I had already tried this, but nonetheless went ahead and tried it again, several times. I even tried repeating "Remember Me" every 2 seconds. In every case, I never get to a "main menu" but am connected to an agent immediately, after being advised that my December 7 flight has a schedule change.
You also wrote: "Once a schedule change has been advised and the itinerary updated, it shouldn't happen again." Today when it took me to an agent I specifically asked the agent if the itinerary had been "updated" and she confirmed that it had been done some days ago. Again, I called back and it once again advised me of the schedule change and took me immediately to an agent.
I know that you are just passing along the info given you by the technical people, but you need to pass my info back to them and tell them that this "schedule change" flaw needs to be fixed, as it makes usage of your phone system incredibly inefficient.
Thank you.
The AA response was:
Dear Mr. Wright:
We appreciate the opportunity to address your concerns. In order to review the situation in more detail, we need more specific information regarding the cell phone number you have been using (which you used when you enrolled in the "Remember Me" program), what number you have been calling, and the approximate times and days you have been calling.
Naturally you would have preferred an immediate resolution and I am sorry this is not possible. As soon as we receive this information, we'll be glad to look into the matter further. Also, we respectfully request that you do not send this information via an attachment as our system does not allow us to open outside attachments. We hope to hear from you soon.
Sincerely,
I responded with the requested info immediately. Hoping for the best...
Programs: AA EXP, Hertz GLD, Hyatt PLT, Hilton SLVR
Posts: 660
Where is that one poster we have on here that claims to be the voice of AA?
I have to assume that most of the people who read these forums are some of AA's top flyers, surely someone has to be made aware of this HORRIBLE system. It's totally useless. I've been calling for hours and still have not been able to successfully re-submit a pending upgrade request for an upcoming flight.
The good news is if it went to X1, i'm sure no one else is able to get this damn system to work either, so hopefully the upgrade will still be there
I was so looking forward to qualifying for EXP next month as I've heard such great things about the EXP help desk, but now of course with the new system, I'll probably never actualy get to speak to someone.
Programs: AA (EXP, 2MM), Starwood (Gold), Hilton (Diamond)
Posts: 1,729
Quote:
Originally Posted by ESpen36
The real solution seems to be to get rid of the whole voice recognition system on elite lines. For all of the business that we give AA each year, we certainly shouldn't have to deal with all of this nonsense.
The EXP line has always been one of the most-valued benefits -- specifically, the ability to quickly and easily be connected to a professional, helpful agent. Even when the non-EXP lines went to voice-prompt systems, the EXP line remained delightfully efficient. Just hit 2, say your AAdvantage number once, and there you are. Likewise, re-requesting upgrades was very easy.
Everything the new system prompts you for can be more easily done on-line. (Really -- who calls in to check mileage balance???) The phone system should recognize this and make it easy to do the rest.
Quote:
Originally Posted by vasantn
If it were that simple, everyone would not be complaining. I often call from my office phone, not my cell phone.
First, you have to wait for the entire "Thank you for calling the American Airlines Executive Platinum Desk" before being asked for your AAdvantage number. Under the old system you could hit "2" as soon as the system picked up the phone.
Second, the new system always repeats your AAdvantage number and asks you to confirm it. Sometimes you have to say "Yes" twice. Under the old system, you were thanked and put in the queue, except for the rare occasion when your AAdvantage number was not clearly captured. As an added bonus, the new voice says "Right?" in a particularly whiny and annoying way.
Third, you cannot key in your AAdvantage number any more. I much prefer to key it in as doing so makes the issues of voice recognition, ambient noise, and confirmation moot. The new system also seems worse at recognizing the spoken AAdvantage number. It was rare that I had to repeat it under the old system.
Finally, after you respond affirmatively to the whiny "Right?", you hear the drumming noise for 5-10 seconds while the computer is struggling to find all your flights that you may or may not care about for this particular call. Then it says: "I see that you're scheduled to travel ... ". This is the first opportunity you have to say "Agent."
And if you want to do something else, like re-request an upgrade, that's a whole other story. The last step becomes a bunch of more steps. Instead of saying "Agent":
You say "Main Menu." You usually need to say it at least twice before the system notices.
The system says "Main Menu. Please say 'Reservations,' ... "
You say "Request or check on an upgrade."
The system says "OK, request or check on an upgrade. If that's not right, say 'Go back.'" Short pause. "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 or monitored."
Then you are finally transferred to the legacy system that you could have accessed by pressing "1, 2" under the old system.
Ain't progress grand?
This is the best description I have seen of the problems with the new system. I, too, often call from my home or office phone. I prefer not to use my cell phone. Apparently, for that I deserve to be punished. They could at least have a "remember me" check box on the AA profile page next to each number. If checked, you don't have to go through the tedious new routine of speaking, listening, confirming, re-confirming, etc.
I never even knew it was possible to key in one's AAdvantage number under the old system. Saying it was the one thing I didn't like about it. (And mine happens to be all numeric -- I always assumed they didn't allow it to be keyed in because most people have letters in there.)
Quote:
Originally Posted by Ross0
I have to assume that most of the people who read these forums are some of AA's top flyers, surely someone has to be made aware of this HORRIBLE system. It's totally useless. I've been calling for hours and still have not been able to successfully re-submit a pending upgrade request for an upcoming flight.
The good news is if it went to X1, i'm sure no one else is able to get this damn system to work either, so hopefully the upgrade will still be there
Can't you ask for an agent and have him or her re-request the upgrade? Sounds like it will be quicker.
Programs: UA 1P Million, AA EXP 2mm, Starwood Plat, Hilton Silver, Marriott Silver
Posts: 71
Voice Recognition on EXP Reservations Line
A couple of weeks ago AA put in a new voice recognition system for the EXP reservations line. I've had nothing but bad experiences with it, and one of the AAgents I spoke with said they were getting tons of complaints and nobody saying they like it.
Does anyone know the magic word or key sequence to bypass it and get to an agent immediately?
The questions they ask - and there are a lot of them - seem to cover very specific situations - most of them ones that are easily handled online and therefore rarely a cause for me to call. And the interpretations are often wrong, e.g. when they ask "Are you calling about an upcoming flight?" what they really mean is "Are you calling about your NEXT upcoming flight?" (How many EXP's only have one upcoming flight booked???)
Worst was when I finally got through 20 questions and it said "Hold on, I'll transfer you to an agent" ... (click) ... "The number you have reached is no longer iin service, please check the number and dial again."
Only good feature I found (if it works) is that it will ask you if you want to register the phone number you're calling from so you don't have to give it your AAdvantage number when you call back.
Sorry if this is posted elsewhere, couldn't find anything in search or stickies.
This will soon be merged into the original thread, but try saying "AGENT" when the system answers and you will have no trouble getting through to an agent immediately. Well, at least I haven't.
__________________ Lend a hand up with Kiva; far more than a hand out.
Programs: AA EXP 1MM, Marriott PLT, HHonors Silver, SPG, Avis First
Posts: 4,017
If you have existing reservations, try saying "NO" (for help with an existing reservation) before saying "AGENT". Or just speak jibberish, and the auto system will say it's having trouble understanding you and will then transfer you to an agent.
