• How do I get through to AA on the phone?

The AA Reservations line is the main point of contact for AA, at +1-800-433-7300 (other numbers can be found on AA.com and in the Wiki). While each elite level also has its own phone number, published in the corresponding elite guide, AA’s phone system recognizes each caller’s elite level based on their AAdvantage number. Only EXP members’ calls are routed to a specific desk with a subset of agents. All other calls are routed to the general agent pool, although PLT and GLD members reportedly receive priority in the call queue. EXP agents are the only agents who can process SWU / eVIP upgrades, and sometimes handle overflow from the general pool. AA does not outsource its U.S. call centers overseas, although foreign call centers are generally staffed by local agents.

From outside the U.S. and Canada, AA can be telephoned by one of three methods:

1. Direct dial the desired 800 number using Skype or other internet telephony service, toll free. Direct dialing 800 numbers from landlines or mobile phones overseas may or may not work, and will not be toll free.
2. Dial the desired 800 number via the AT&T World Traveler Service local access number. Long distance charges will apply and can be paid using an AT&T Calling Card, AT&T Prepaid Phone Card, credit card, or collect call. AAdvantage elite customers (GLD, PLT, EXP) can dial their elite 800 number using this service and AT&T will automatically recognize the number and bill the long distance charges to AA without asking the caller for a payment method.
3. Direct dial +1-817-963-1234 to contact AMR headquarters; an operator or the voice recognition system can then connect callers to the appropriate office or desk.

The AA Reservations line uses a voice recognition system that often has problems with short words (such as ‘no’, which needs to be elongated for the system to pick it up) and when the caller is in a noisy environment. Fortunately, when entering one’s AAdvantage number, the system does recognize the NATO alphabet, as well as certain common names, in place of letters. (All AA agents also know the NATO alphabet, which can be used to spell out PNRs). AAdvantage members can use AA’s Remember Me feature to associate specific phone numbers with their AAdvantage number automatically. Importantly, although this is an unpublished feature, menu selections can also be made using keypad numbers corresponding to the position of each menu option in the sequence presented. Dial 0 (zero) at any time to be connected to an agent.

Wiki: Contacting AA
AA.com: Contact AA | AT&T World Traveler | Remember Me
FT: Tips and tricks for AA’s voice recognition phone system
FT: How to call AA 800 numbers from overseas