Mar 8, 2021, 11:15 am
Last edit by: JDiver
ARCHIVE of 2015-2019 posts on this topic.
For current thread, please see here.
AA operates non-status, Gold, Platinum and Platinum Pro combined call center as well as Executive Platinum, Concierge Key dedicated call centers.
Read on for alternatives
There can be several causes of lengthy call answering, among them irregular or off schedule operations (OSO / IROPS) caused by weather.
● Call wait times extend as OSO develop - storms, etc. particularly affecting hubs, which produce knock-on effects that may persist a day or two.
● You can see current AA travel policies: https://www.aa.com/i18n/travelInform...avelAlerts.jsp
● You can always check FlightStats current North America airport delays, for example, to see how things are - here.
● For other useful links, tools etc. see the wiki for AA OSO, IROPS / IRROPS, delay, cancelation etc. resources (master thread).
● Try using the AA Twitter team: @AmericanAir can help. Send them a request they follow you so you can send them DM (Direct Messages), then you can send them your AAdvantage number and EP status,which they can add to their profile on you. Then you can DM them privately with your PNR etc. (You must have a Twitter account.) This can be useful and rapid.
● At times like these AA may open their OSO (Off-Schedule Operations) desk to help inconvenienced travelers. 800-446-7834 is the number, and the desk is only staffed during severe OSO. (Please call only if your travel is disrupted, of course.)
● Others have called 1.800.222.2377 (web services) and had shorter response times.
● If you speak Castilian Spanish, Chinese Mandarin, Japanese or use a TDD, you may get faster attention; see numbers below.
● You can try calling non-USA numbers, listed here:
● bchandler42 reports "During weather events, the elite line will have the option to press 1 for the callback. I use that, longest I've ever waited was about 40 minutes which was accurate with the expected time it gave me."
● giblet called Thailand using Skype (2.3 cents a minute).
● There is one call-handling nexus, with prioritized lines for Gold, Platinum and Platinum Pro status holders, and separate Executive Platinum and Concierge Key "desks". Gold, Platinum and Platinum Pro callers are prioritized to be answered by the same agents that respond to non-status customers.
Link to archived previous posts in ARCHIVE: Long wait / delay / hold times for AA phone lines (2014) [/FONT]
Also:
and
Link to USA airport delays (FlightAware)
Link to FlightAware “Misery Map” (graphic representation of troubles on a USA map)
Link to AA cancelled flights today (FlightAware)
Link to cancelled flights (today, to two days out - FlightAware)
Link to FT Original Routing Credit thread in cases of involuntary reroute
Link to archive of this thread, posts 2015-2019
For current thread, please see here.
AA operates non-status, Gold, Platinum and Platinum Pro combined call center as well as Executive Platinum, Concierge Key dedicated call centers.
Read on for alternatives
There can be several causes of lengthy call answering, among them irregular or off schedule operations (OSO / IROPS) caused by weather.
● Call wait times extend as OSO develop - storms, etc. particularly affecting hubs, which produce knock-on effects that may persist a day or two.
● You can see current AA travel policies: https://www.aa.com/i18n/travelInform...avelAlerts.jsp
● You can always check FlightStats current North America airport delays, for example, to see how things are - here.
● For other useful links, tools etc. see the wiki for AA OSO, IROPS / IRROPS, delay, cancelation etc. resources (master thread).
● Try using the AA Twitter team: @AmericanAir can help. Send them a request they follow you so you can send them DM (Direct Messages), then you can send them your AAdvantage number and EP status,which they can add to their profile on you. Then you can DM them privately with your PNR etc. (You must have a Twitter account.) This can be useful and rapid.
● At times like these AA may open their OSO (Off-Schedule Operations) desk to help inconvenienced travelers. 800-446-7834 is the number, and the desk is only staffed during severe OSO. (Please call only if your travel is disrupted, of course.)
● Others have called 1.800.222.2377 (web services) and had shorter response times.
● If you speak Castilian Spanish, Chinese Mandarin, Japanese or use a TDD, you may get faster attention; see numbers below.
● You can try calling non-USA numbers, listed here:
● bchandler42 reports "During weather events, the elite line will have the option to press 1 for the callback. I use that, longest I've ever waited was about 40 minutes which was accurate with the expected time it gave me."
● giblet called Thailand using Skype (2.3 cents a minute).
● There is one call-handling nexus, with prioritized lines for Gold, Platinum and Platinum Pro status holders, and separate Executive Platinum and Concierge Key "desks". Gold, Platinum and Platinum Pro callers are prioritized to be answered by the same agents that respond to non-status customers.
Code:
Telephone numbers for speakers of Castilian Spanish, Chinese Mandarin, Japanese: English (Inglés) 1-800-433-7300 7 days a week Japanese 1-800-237-0027 6:00 a.m. - 12:00 a.m. CT 7 days a week Mandarin Chinese 1-800-492-8095 8:00 a.m. - 10:00 p.m. CT Mon - Fri 8:00 a.m. - 6:30 p.m. CT Sat and Sun Spanish 1-800-633-3711 7 días a la semana TDD 1-800-543-1586 (for hearing impaired or deaf people / para personas con discapacidad auditiva o del habla)
"Transplanted from another post, for those affected overseas.
So many ways of calling AA directly; I'd try:
AT&T.
Smartphones that will automatically switch to using Internet for calls.
Skype 2 cents per minute), Google Hangouts or other VOIP services, including WiFi or Internet.
English 800-433-7300 24 hours, Daily
Japan +81 03-4333-7675
If you are calling from outside the U.S. or Canada, you may reach U.S. Reservations by using the following procedures. (Please note that the call is not toll free.)
So many ways of calling AA directly; I'd try:
AT&T.
Smartphones that will automatically switch to using Internet for calls.
Skype 2 cents per minute), Google Hangouts or other VOIP services, including WiFi or Internet.
English 800-433-7300 24 hours, Daily
Japan +81 03-4333-7675
If you are calling from outside the U.S. or Canada, you may reach U.S. Reservations by using the following procedures. (Please note that the call is not toll free.)
- Access the website http://www.business.att.com/bt/access.jsp. The site lists eligible countries and phone numbers.
- Dial the AT&T access number provided on the website (it is different for each country).
- An AT&T operator or English language voice prompt will ask for the telephone number you are calling. Dial 800-433-7300 for all American Airlines departments (except AAdvantage) or dial 800-882-8880 for the AAdvantage department.
- After the tone, enter your regular AT&T Calling Card number (not the international number). You may also use the AT&T Corporate Calling card and many other U.S. local phone company cards. MasterCard, Visa, American Express, Discover/Novus or Diners Club cards can be used from many countries to place calls back to the U.S.
- For assistance, press zero or stay on the line for an AT&T operator.
I'm currently in BKK, and needed to talk to AA about my rezzy. I didn't want the local number which would be answered in who-knows-where, I wanted a direct US number. Looked around both AA.com and FT (which is how I found this thread). Found nothing particularly helpful or which worked. The back of my EXP card has only an 800 number for the U.S., no local DFW area number.
Eventually, I just dialed +1-800-xxx-xxxx, the regular 800 number on the back of my EXP card, the same way I dial regular, non-800 numbers from abroad. Voila!!! I was connected with the EXP desk, just as if I were in the U.S.
--------------------------------------------------------------------------------------------------------------
MODERATOR'S NOTE
There are several ways to contact AA's U.S. numbers by telephone from outside the U.S. & Canada:
1) Those with Skype, Google Hangouts or other VOIP internet phone providers may be able to dial various AA 800 numbers directly toll free. Direct dialing an 800 number from a landline or mobile phone overseas may or may not work, and will not be toll free.
2) Use AT&T World Traveler Service to access AA 800 numbers from overseas. Long distance charges will apply and can be paid using an AT&T Calling Card, AT&T Prepaid Phone Card, credit card, or via collect call. AAdvantage elite customers (GLD, PLT, EXP) can dial their elite 800 number using this service and AT&T's systems will recognize these numbers and put the call through without asking for a payment method.
3) Call the AMR Headquarters number at 1-817-963-1234 from any telephone. Either an operator or the IVR system can then connect you with the appropriate department.
In addition, AA provides local numbers in many countries here: Worldwide Reservations Phone Numbers
See also the AA Wiki for additional information: Contacting American Airlines
This thread was extracted from an outdated 2002 thread, and merged with recent posts on this topic.
dstan
AA Forum Co-Moderator
Eventually, I just dialed +1-800-xxx-xxxx, the regular 800 number on the back of my EXP card, the same way I dial regular, non-800 numbers from abroad. Voila!!! I was connected with the EXP desk, just as if I were in the U.S.
--------------------------------------------------------------------------------------------------------------
MODERATOR'S NOTE
There are several ways to contact AA's U.S. numbers by telephone from outside the U.S. & Canada:
1) Those with Skype, Google Hangouts or other VOIP internet phone providers may be able to dial various AA 800 numbers directly toll free. Direct dialing an 800 number from a landline or mobile phone overseas may or may not work, and will not be toll free.
2) Use AT&T World Traveler Service to access AA 800 numbers from overseas. Long distance charges will apply and can be paid using an AT&T Calling Card, AT&T Prepaid Phone Card, credit card, or via collect call. AAdvantage elite customers (GLD, PLT, EXP) can dial their elite 800 number using this service and AT&T's systems will recognize these numbers and put the call through without asking for a payment method.
3) Call the AMR Headquarters number at 1-817-963-1234 from any telephone. Either an operator or the IVR system can then connect you with the appropriate department.
In addition, AA provides local numbers in many countries here: Worldwide Reservations Phone Numbers
See also the AA Wiki for additional information: Contacting American Airlines
This thread was extracted from an outdated 2002 thread, and merged with recent posts on this topic.
dstan
AA Forum Co-Moderator
Link to USA airport delays (FlightAware)
Link to FlightAware “Misery Map” (graphic representation of troubles on a USA map)
Link to AA cancelled flights today (FlightAware)
Link to cancelled flights (today, to two days out - FlightAware)
Link to FT Original Routing Credit thread in cases of involuntary reroute
Link to archive of this thread, posts 2015-2019
ARCHIVE: Long call wait / delay / hold times for AA phone lines
Feb 22, 2015, 9:22 pm
#31
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
It's DFW, northeast, central and Europe - not just DFW. You can use links in the wikipost to see what's affected, and there'll be plenty more tomorrow. If you're actually flying and affected, try the OSO number.
Feb 22, 2015, 9:30 pm
#32
Join Date: Apr 2011
Location: New York
Programs: AA EXP 1.0mm, not sure where I am with hotels these days
Posts: 2,795
Adding to the mess was the inability to re-book to US flights late this afternoon because of a system malfunction on US network. I am three hours late on JFK PHX US flight - we boarded by having gate agents check our names off the list like the old days and pilots couldn't get the flight instructions to load.
Feb 22, 2015, 10:24 pm
#33
Join Date: Nov 2006
Location: Chicago, IL
Programs: AA EXP & AAirpass, Hyatt Courtesy Card, SPG Platinum
Posts: 991
For a priority reservation line that is not what I would expect. Before I switched from UA, PassPlus (akin to AAirpass) had a priority line that was almost always answered without a wait, even with major events. During one particular meltdown I remember waiting for an hour, but that was unusual. How does one utilize last seat availability with a wait that long?
These multi-hour waits seem to occur infrequently, but when they do they seem to be worse than what happens at other carriers. It seems Delta, for example, is much more advanced with the rebooking tools available to passengers online, whereas with AA most rebookings seem to require a call.
Still waiting for a callback 3 hours later and will go to bed soon.
These multi-hour waits seem to occur infrequently, but when they do they seem to be worse than what happens at other carriers. It seems Delta, for example, is much more advanced with the rebooking tools available to passengers online, whereas with AA most rebookings seem to require a call.
Still waiting for a callback 3 hours later and will go to bed soon.
Feb 22, 2015, 10:37 pm
#34
Join Date: Feb 2015
Posts: 14
Yes, it is a weather-related crisis, so American is surely doing the best they can. Probably all kinds of off-duty staff have been recruited to help with the phones. And each call is likely to be long because of the complicated situation.
Icing is about the worst possible weather condition imaginable for aircraft. There have to be multiple deicings and all that depending upon ground delays. It will take several days to sort out...
Icing is about the worst possible weather condition imaginable for aircraft. There have to be multiple deicings and all that depending upon ground delays. It will take several days to sort out...
Feb 23, 2015, 5:03 am
#35
Join Date: Jul 2004
Location: London, United Kingdom
Programs: OW/AA, DL, UA; Marriott Titanium
Posts: 4,936
Was on a full AA 90 (ORD-LHR) when it went mechanical yesterday, with all passengers being advised to call the EXP desk (both by GA's at the gate, and by AAgents in the FL), and many passengers standing around noting hold times of an hour or more. They were advised of this as the agents were finding it very challenging for these agents to re-book passengers, with weather ruling out New York and Dallas as options......must have been a rough day for any working the AA call numbers.....
Feb 23, 2015, 2:15 pm
#36
Join Date: Nov 2006
Programs: Marriott Platinum, Hilton Diamond, IHG Platinum
Posts: 3,704
interestingly, I got thru to US in minutes this morning, with no status. (it was an US issue, but just reporting the hold time)
Feb 23, 2015, 2:42 pm
#37
Join Date: Nov 2006
Programs: Marriott Platinum, Hilton Diamond, IHG Platinum
Posts: 3,704
I've come close before and will always try to ticket holds at least 24hr in advance to guard against something like this. As reported earlier, up until last week I've had 100% consistency on reaching an agent in the morning. That day when I had a hold expiring it said >1hr wait. Luckily by mid-day I was able to get through immediately, but I don't like to take that chance.
Feb 27, 2015, 12:21 pm
#38
Join Date: Jun 2005
Location: AUS
Programs: AA Exec Platinum/MM, DL Gold/MM, Hilton Diamond, Accor Platinum, Hertz Presidents Circle
Posts: 6,975
What's going on today? Took forever for the computer to recognize my name, then was never able to find my reservations, and there is a 59 minute wait for a call back.
I don't see any weather waivers or any widespread IROPs. FAA.gov shows DFW delays due to "airline gate issues".
I don't see any weather waivers or any widespread IROPs. FAA.gov shows DFW delays due to "airline gate issues".
Feb 27, 2015, 12:26 pm
#39
Join Date: Jan 2005
Location: BMI
Programs: AA EXP, Delta, Amtrak, Hertz PC
Posts: 657
Feb 27, 2015, 12:37 pm
#40
Join Date: Dec 2004
Programs: Hyatt Globalist, Marriott Titanium, UA Silver, Hilton Gold, Hertz Pres Circle
Posts: 1,509
What's going on today? Took forever for the computer to recognize my name, then was never able to find my reservations, and there is a 59 minute wait for a call back.
I don't see any weather waivers or any widespread IROPs. FAA.gov shows DFW delays due to "airline gate issues".
I don't see any weather waivers or any widespread IROPs. FAA.gov shows DFW delays due to "airline gate issues".
Feb 27, 2015, 1:48 pm
#41
In Memoriam, FlyerTalk Evangelist
Join Date: Jun 2000
Location: Benicia CA
Programs: Alaska MVP Gold 75K, AA 3.8MM, UA 1.1MM, enjoying the retired life
Posts: 31,849
I'm on board the 1335 DFW-LGA flight and we're still at the gate waiting to be moved for deicing. Pilot says it may be another 30 mins for our turn. Snow is coming down. My incoming SFO flight had a 30 min tarmac delay on arrival waiting for a gate. Must have been some misconnects as five upgrades cleared at the gate on a flight that was F1 earlier.
Feb 27, 2015, 4:08 pm
#42
In Memoriam, FlyerTalk Evangelist
Join Date: Jun 2000
Location: Benicia CA
Programs: Alaska MVP Gold 75K, AA 3.8MM, UA 1.1MM, enjoying the retired life
Posts: 31,849
Didn't get airborne until 1630, almost 3 hours after scheduled departure. Guess DFW is really not set up for high-quantity deicing. We boarded 20 mins late likely anticipating part of that delay, and at the 2 hour mark once we were on board and at the deicing station, F/A's handed out granola bars and water. Can't say this is my worst DFW delay. That would be a few years ago when I spent 8 hours there on the way to Florida and ended up just turning around to SFO when there weren't any outgoing flights the rest of the day to get to my destination. Think that was an ice storm. Anyway, glad to be on my way to New York City even with the delay.
Feb 27, 2015, 7:53 pm
#43
Join Date: Sep 2012
Location: LAX
Programs: AA EXP, AMEX PLAT, Priority Pass, Admirals Club, SPG Plat, Hilton Diamond, Hyatt Diamond
Posts: 222
I just called the EXP desk and was informed that they could call me back if I wanted because the wait is currently 2 hours. I thought for sure it must be a glitch but so far been on hold for 30 min. 
Feb 27, 2015, 8:11 pm
#44
Join Date: Apr 2012
Location: SIN, PIE
Programs: AA-EXP, SQ-PPS, Marriott PP
Posts: 210
Long wait / hold times for AAdavantage / EXP desk (consolidated)
I waited about 2 hours and got the call back. As soon as I picked it up the call ended. Rinse and repeat 3 times. Staying on hold this time.
Feb 27, 2015, 8:33 pm
#45
Join Date: Jul 1999
Programs: QF WP, AA EXP
Posts: 3,520
Was just told by the robot that it's going to be 2 hours... Hope the JL award seat I'm trying to book as an award doesn't evaporate.