AA IVR / Phone Voice Recognition and Menu System: Tips and Tricks
Oct 27, 2007, 12:41 pm
#1
Moderator: American AAdvantage
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AA IVR / Phone Voice Recognition and Menu System: Tips and Tricks
From dstan, relocated from the original post downstream:
<Edited 2/19/09 with updated main menu and submenu options>
<Edited 7/18/08 with new preliminary menu and updated main menu options; on the PLT and EXP lines, you are no longer asked for your AAdvantage number to start the call>
Seems AA has enabled number prompt selection implicitly for their phone menu options. Sometimes it helps to hold the number down a little longer. The options I've mapped out are below. If anyone has additions/corrections, let me know and I'll update this post.
• Upcoming Reservation - If you are calling from a Remember Me phone, or have entered your AAdv number on the General or GLD lines, and have a flight reservation pending, the system will first ask you if you want help with this reservation:
• Preliminary Menu - If you are a PLT or EXP calling from a non-Remember Me phone or do not select your pending reservation, you will now (as of Apr/Jul-2008) proceed directly to the following Preliminary Menu:
• Main Menu - Finally, you will have more options at the Main Menu. Note that the route to the autoupgrade system from here is now [1,3,1] (it was previously [3,1,2]).
Keywords: phone bypass, keystroke, McBypass
JDiver adds the NATO / phonetic alphabet pilots and air traffic control (and I) use to disambiguate voice prompts:
ADDED: Link to FT - AA Discussion on cell phone "Remember Me" issues, added November 2007
<Edited 2/19/09 with updated main menu and submenu options>
<Edited 7/18/08 with new preliminary menu and updated main menu options; on the PLT and EXP lines, you are no longer asked for your AAdvantage number to start the call>
Seems AA has enabled number prompt selection implicitly for their phone menu options. Sometimes it helps to hold the number down a little longer. The options I've mapped out are below. If anyone has additions/corrections, let me know and I'll update this post.
• Upcoming Reservation - If you are calling from a Remember Me phone, or have entered your AAdv number on the General or GLD lines, and have a flight reservation pending, the system will first ask you if you want help with this reservation:
Code:
# Main Menu 0 Agent 1. Yes -->if you have multiple reservations, requests departure date 1. Review 2. Change 3. Upgrade 4. Cancel 2. No -->Preliminary Menu below
Code:
# Main Menu 0 Agent * Repeat 1. Flight Information -->automated flight and gate information system 2. Auto Upgrade -->automated upgrade system 3. Agent -->questions before transferring call 4. Main Menu -->Main Menu below
Code:
# Main Menu 0 Agent * Repeat 1. Reservations 1. New Reservation -->questions before handling call 2. Existing Reservation -->questions before handling call 3. Upgrades 1. Request or Check on a 500-Mile Upgrade -->automated upgrade system 2. Other -->questions before transferring call to agent 4. Flight and Gate Information -->automated flight and gate information system 2. Flight and Gate Information -->automated flight and gate information system 3. Award Travel 1. New Reservations -->questions before handling call 2. Existing Reservations -->questions before handling call 4. AAdvantage Account 1. Mileage Balance 2. Elite Information 3. Update My Account 1. Name 2. Phone Number 3. Address 4. Request Mileage Credit 1. Flights 2. Hotels 3. Car Rentals 4. Other Partners 5. More Options 1. Baggage 1. Delayed Bag 2. General Baggage Information 2. Travel Tips 1. Security and Check-in 2. Travel with Children 3. Children Flying Alone 4. Travel with Pets 3. Phone Numbers (US) 1. Delayed Baggage 2. Ticket Refund 3. AA.com Web Services 4. AA Vacations 5. Cargo and Parcels 6. Employment with AA 4. Web Support -->AA web services line 5. Remember Me
JDiver adds the NATO / phonetic alphabet pilots and air traffic control (and I) use to disambiguate voice prompts:
Code:
Alpha Bravo Charlie Delta Echo Foxtrot Golf Hotel India Juliet Kilo Lima Mike November Oscar Papa Quebec Romeo Sierra Tango Uniform Victor Whiskey Xray Yankee Zulu Numbers require emphasized diction to work (see 5 and 9 especially) One Two Three Four Five (fife, or fa-eve) Six Seven Eight Niner (to disambiguate from five) Zero
Last edited by JDiver; May 6, 2010 at 4:50 pm Reason: add / update
Oct 27, 2007, 2:51 pm
#2
FlyerTalk Evangelist
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The easiest thing to do is simply punch in the numerical equivalent of your AAdvantage number and 4-digit PIN. No muss, no fuss.
The issue is that I'm not sure AA is issuing PINs anymore--they are a relic of the AAdvantage Dial-In days.
I also use the NATO phonetic alphabet from time to time. But punching it in works best.
Another word of advice: Do not call the regular AAdvantage line 800-882-8880, or you will have to deal with the new-fangled voice recognition system that I find tedious and virtually unusable in noisy environments. Instead, call your respective elite hotline.
The issue is that I'm not sure AA is issuing PINs anymore--they are a relic of the AAdvantage Dial-In days.
I also use the NATO phonetic alphabet from time to time. But punching it in works best.
Another word of advice: Do not call the regular AAdvantage line 800-882-8880, or you will have to deal with the new-fangled voice recognition system that I find tedious and virtually unusable in noisy environments. Instead, call your respective elite hotline.
Oct 27, 2007, 3:19 pm
#3
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Oct 27, 2007, 9:56 pm
#4
Join Date: Feb 2000
Location: NYC&RIC-AA LT PLT w/3.9mm
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Is there a way to shortcut the 'preamble' telling us about lower fares and the cost of not going to aa.com?
The key entering of my AA number plus my old PIN gets me transferred without a voice prompt in noisy situations; but I still have to listen to, and have never found a way around, the 'preamble'.
The key entering of my AA number plus my old PIN gets me transferred without a voice prompt in noisy situations; but I still have to listen to, and have never found a way around, the 'preamble'.
Oct 27, 2007, 10:12 pm
#5
Join Date: Oct 2006
Posts: 1,481
Is there a way to shortcut the 'preamble' telling us about lower fares and the cost of not going to aa.com?
The key entering of my AA number plus my old PIN gets me transferred without a voice prompt in noisy situations; but I still have to listen to, and have never found a way around, the 'preamble'.
The key entering of my AA number plus my old PIN gets me transferred without a voice prompt in noisy situations; but I still have to listen to, and have never found a way around, the 'preamble'.
Oct 27, 2007, 10:14 pm
#6
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On the EXP line I always just dial 2,4 as soon as the call is answered (this skips the preamble). I then say my advantage number as soon as I hear "whats your advantage number" and an agent picks up shortly afterward. Ive been doing that so long I forget what the 2 and 4 are for ... one of them is for international though.
That's only for the EXP desk. If you call the PLT or GLD numbers and press 2,4 you will hear a lovely 30-second discussion about telephone ticketing fees and the merits of AA.com and how you can save booking fees by booking there. (As if a GLD/PLT didn't know about AA.com!!!)
I've heard that even if a non-EXP calls the EXP number, he or she can bypass the preamble and then get routed to the correct type of AAgent. However, I don't want to encourage it because I don't want to clog the EXP phone system with non-EXP callers! (even if they seldom actually get routed to the EXP Desk)
Oct 27, 2007, 10:26 pm
#7
Join Date: Apr 2006
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Posts: 5,285
I don't know about NATO, but in an aviation context this is the ICAO alphabet.
Last edited by JDiver; Nov 11, 2007 at 2:26 pm Reason: shorten quote
Oct 27, 2007, 10:27 pm
#8
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Oct 27, 2007, 11:43 pm
#10
Join Date: Dec 2004
Posts: 7,895
https://www.aa.com/content/urls/callaa.jhtml
Oct 28, 2007, 8:46 am
#11
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In case some aren't aware of this ... you can avoid entering your AAdvantage number if you use the "know me" feature from a cell phone.
https://www.aa.com/content/urls/callaa.jhtml
https://www.aa.com/content/urls/callaa.jhtml
That system is awful! I remember when they put it on the PLT line and people complained so much that they removed it and put the old menu back!
Basically, AA designed the "know me" thing to force passengers do more stuff via automated systems (since AA is gradually downsizing the workforce of call center AAgents). "Know me" makes it significantly more complicated to reach a real person because you have to navigate the menus. You can't just press 2,4 or 0 and then speak or punch in your number and PIN.
I tried it a few times and it was simply infuriating. I am not a fan of voice recognition technology in the first place--I would ALWAYS rather punch in my number than deal with a computer's interpretation of my voice in a noisy environment.
When I call AA, 99% of the time I am looking to get connected with a live AAgent as quickly as possible. Luckily, the elite lines still make it possible, especially the EXP Desk.
Oct 28, 2007, 10:35 am
#12
Join Date: Jul 2006
Location: Oceanside, CA
Programs: LT AAdvantage Gold
Posts: 539
There is a wonderful website called Get Human that has tips on getting to a person through many IVRs. Including AA.
http://www.gethuman.com/
http://www.gethuman.com/
Oct 28, 2007, 11:13 am
#13
Join Date: Dec 2006
Location: Washington DC Metro Area
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Can one still check in via phone?
I often find myself away from internet access at the 24-hour mark for OLCI--can this still be done by phone and will it be the same result as OLCI (e.g., for check in time associated with my PNR for standby and upgrade priority)?
TIA!
TIA!
Oct 28, 2007, 11:43 am
#14
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I don't believe you can do this any longer.
Oct 28, 2007, 11:45 am
#15
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If by phone you mean by using the web browser on your web-enabled mobile device, then yes. I do this all the time from my blackberry. If you mean check in by phone by talking to an automated system, no.
