IOr just speak jibberish, and the auto system will say it's having trouble understanding you and will then transfer you to an agent.
Or, speak plainly and clearly, saying something that is actually on their menu. The auto system will say it's having trouble understanding you and will then transfer you to an agent.
Or, speak plainly and clearly, saying something that is actually on their menu. The auto system will say it's having trouble understanding you and will then transfer you to an agent.
Ain't that the truth...
__________________ "When you have nothing to say, call the other guy an AApologist and hope nobody notices your deficiency."
Since we have introduced our Remember Me feature, we have made several improvements.I hope you've been able to enjoy the changes. Please let me know if you have further problems.
We value your business and we are eager to retain your loyalty. Please be assured we are all working hard to provide the high quality service you have every right to expect from us. Consequently, we've shared your comments with management personnel responsible for this system.
Sincerely,
Customer Relations
American Airlines
Yes, my problem has, for the moment, been solved. It was solved when my upgrade cleared for my Dec. 7th flight. The real cause of this problem is quoted in post 57 in the current thread " AA Phone Prompt Bypass / Tips and Tricks":
Agent: "There's no schedule change. I think the system is seeing that you are waitlisted for an upgrade on your Rome trip and for some reason is telling you there's a schedule change."
Since the problem appears to have happened as recently as yesterday, I am doubtful that the problem has been solved.
Programs: AA EXP, CO Dirt, HH Gold, Hyatt Diamond, VS Gold, CX Gold, Mrs. Pickles travels for free
Posts: 5,855
I don't know why this hasn't been posted, but I found that once the system recognizes my AA number (which, interestingly, it didn't during the first few days of the rollout, but now it is much better), I just press "0" and get passed on to an agent.
From my perspective, the only reason I would call AA would be to talk to an agent. I hate talking to CSR types, and if I can do it on the web, I will.
I don't know why this hasn't been posted, but I found that once the system recognizes my AA number (which, interestingly, it didn't during the first few days of the rollout, but now it is much better), I just press "0" and get passed on to an agent.
From my perspective, the only reason I would call AA would be to talk to an agent. I hate talking to CSR types, and if I can do it on the web, I will.
Good call! This worked perfectly... This didn't seem to be working before... or maybe I didn't try it... I have RM. It welcomes me to the EXP desk, then as soon as your hear R2D2 processing your name, and they begin to welcome you back, just hit 0 to immediately go to an agent. With RM, this is MUCH quicker than the old system. I can get an agent in about 15 seconds, which is great. Don't know how this works w/o RM.
__________________ AA FlyerTalk Forum: Where 45% of the posts are useful 78% of the time!
Good call! This worked perfectly... This didn't seem to be working before... or maybe I didn't try it... I have RM. It welcomes me to the EXP desk, then as soon as your hear R2D2 processing your name, and they begin to welcome you back, just hit 0 to immediately go to an agent. With RM, this is MUCH quicker than the old system. I can get an agent in about 15 seconds, which is great. Don't know how this works w/o RM.
Getting to an agent has not been a problem, IME. Hitting 0, or saying just about anything gets to an agent very quickly since that is the default behavior when the system can't understand. The issue is doing anything else. Trying to get to the automated flight information or automated upgrade system has been resulting in an "I'm having trouble understanding you; I'll pass your information along to an agent." No, really..I do want to talk to the automated system this time...really
Programs: AA EXP 1.8MM, HH Gold, SPG Gold, Traveler's Aid JFK Volunteer
Posts: 5,521
Quote:
Originally Posted by Pickles
I don't know why this hasn't been posted, but I found that once the system recognizes my AA number (which, interestingly, it didn't during the first few days of the rollout, but now it is much better), I just press "0" and get passed on to an agent.
From my perspective, the only reason I would call AA would be to talk to an agent. I hate talking to CSR types, and if I can do it on the web, I will.
Awesome! I'm so glad to hear about this improvement!
Now, the only remaining problem seems to be the extreme delay (as long as a minute) in getting to the automated upgrade system. Since it's a whole different system (where we have to speak our AAdv number again), perhaps we could figure out the DIRECT phone number for it (like we have for DiAAl-AA-Flight) so that we can bypass the EXP line entirely, and in doing so, having to choose a reservation and then saying "upgrade request" or whatever it is with the new system.
Programs: AA EXP 1.8MM, HH Gold, SPG Gold, Traveler's Aid JFK Volunteer
Posts: 5,521
Just ran across another "enhancement," a bad one this time....
The direct line for AAdvantage Customer Service is being discontinued. If you call (1-800-421-0600), you will hear a message telling you that soon you will have to call your elite line and say "AAdvantage Services" in order to reach Cst Svc.
The nice thing about the direct line was that you could skip the step of having to call your elite line and asking to be transferred.
IME, I have been able to navigate the system with numbers instead of voice recognition. If I want to request/check on an upgrade, as soon as the system recognizes me, I hit 3-1-2 and it will get me to the upgrade system. (you have to allow about 1 second wait between each digit, but it works). For the Automated Flight Info system, just press 2 after recognition.
The other "trick" is that whenever I'm on a noisy place, I do the call with my thumb pressed against the mic on my cell phone, to "mute" the noise while I punch in the numbers.... it is sad we now have to resort to such inventive ways to call AA !
Quote:
Originally Posted by brp
Getting to an agent has not been a problem, IME. Hitting 0, or saying just about anything gets to an agent very quickly since that is the default behavior when the system can't understand. The issue is doing anything else. Trying to get to the automated flight information or automated upgrade system has been resulting in an "I'm having trouble understanding you; I'll pass your information along to an agent." No, really..I do want to talk to the automated system this time...really
IME, I have been able to navigate the system with numbers instead of voice recognition. If I want to request/check on an upgrade, as soon as the system recognizes me, I hit 3-1-2 and it will get me to the upgrade system. (you have to allow about 1 second wait between each digit, but it works). For the Automated Flight Info system, just press 2 after recognition.
The other "trick" is that whenever I'm on a noisy place, I do the call with my thumb pressed against the mic on my cell phone, to "mute" the noise while I punch in the numbers.... it is sad we now have to resort to such inventive ways to call AA !
Hmm...didn't even come close to working for me. I waited for "recognition" and started entering the keystrokes you suggest, with pauses. All I got was "I'm having trouble understanding you." After the second key, it still could not "understand" me and was going to pass me off to an agent. The keystroke method is definitely far from universal.
IME, I have been able to navigate the system with numbers instead of voice recognition. If I want to request/check on an upgrade, as soon as the system recognizes me, I hit 3-1-2 and it will get me to the upgrade system. (you have to allow about 1 second wait between each digit, but it works). For the Automated Flight Info system, just press 2 after recognition.
Seems they have enabled number prompt selection implicitly for the Main Menu options. I think you need to get to the Main Menu before the number options will work. Before or after AAdv recognition, either press # or say ‘Main Menu’. Sometimes it helps to hold the number down a little longer.
Here are the options I've mapped out. If anyone has additions/corrections, let me know and I'll update this post:
Code:
# Main Menu
* Repeat
0 Talk to an Agent1. Reservations
1. Fares
-->questions before transferring call
2. New Reservation
-->questions before handling call
3. Existing Reservation
-->questions before handling call
4. Flight and Gate Information
-->automated flight and gate information system
2. Flight and Gate Information
-->automated flight and gate information system
3. AAdvantage Services
1. Upgrades
1. Purchase Upgrades
2. Request or Check on an Upgrade
3. Redeem Miles to Upgrade Your Existing Reservation
2. Account Information
1. Mileage Balance
2. Elite Status Information and Qualifications
3. Change Profile
3. Request Mileage Credit
1. Flights
2. Hotel Stays
3. Car Rentals
4. Other Partners
4. Book Award Travel
-->questions before transferring call
4. More Options
1. Baggage Information
1. Delayed Bag
2. General Baggage Information
2. Travel Tips
1. Traveling with Pets
2. Traveling with Children
3. Children Flying Alone
3. Security and Checkin
-->Procedures (“Stop” to interrupt)
4. Phone Numbers
1. Delayed Baggage
2. Ticket Refund
3. AA.com Web Services
4. AA Vacations
5. Cargo and Parcels
6. Employment with AA
5. Web Support
-->AA web services line
6. Remember Me
Keywords: phone bypass, keystroke, McBypass
Last edited by dstan; Feb 5, 08 at 2:14 pm.
Reason: Added keywords for searches
Programs: AA EXP 1.8MM, HH Gold, SPG Gold, Traveler's Aid JFK Volunteer
Posts: 5,521
Thanks! That's a great list!
Updated: Just tried again and it worked! The most important thing is pressing # immediately. Then you can use the very helpful system above. But you do need to leave a second or so in between each key press.
I pressed # (wait 1 second) 3 (1 sec) 1 (1 sec) 2 and it connected me to the automated upgrade system! Yay!
Unfortunately, it's probably for the GLD/PLT lines, not the EXP line. That might be why brp is having trouble.
I, also, haven't had luck punching in anything (not even zero). All I get is the "I seem to be having trouble hearing you."
Actually, it did work for me, after the '#'. It didn't work for me as gabrielbf posted, but dstan's info was right on the money for me...even on the EXP number. After recognition, I went to '#' and then the numbers. It responded as if I'd spoken them, but it did go...and I was able to get to the automated upgrade line quickly.
Programs: AA EXP 1MM, Marriott PLT, HHonors Silver, SPG, Avis First
Posts: 4,017
If you don't press #, you just have to wait til you get to the main menu (e.g. after saying "No" for help with an existing reservation). Needless to say, I like pressing buttons.
It completely ignores all my keystrokes and keeps blathering about a (nonexistent) schedule change and transfers me to an agent, wasting about 30 seconds in the process.
AA FlyerTalk Forum: Where 45% of the posts are useful 78% of the time! 
