That's for sure.
After the CT and AZ closures, re-shuffling and bringing in of newer, less knowledgeable and presumably poorly trained / prepared agents to EXP service, it's more common to get rote and "that's what it is" answers rather than "let's see what I can do to help you" answers. These newer agents seem to lack knowledge, skills and empowerment to find and carry out the solutions. Put another way, they are stuck with
doing the things right (the book), rather than
doing the right thing (using persistence and knowing how to use their "powers") to satisfy presumably valued customers).
That puts the burden on us to be savvy, access the necessary tools, use those and persuasive skills to get what we need without being DYKWIAs.
As to inventory, I have had knowledgeable, motivated EXP agents maintain inventory - a seat upgraded with SWU or complimentary EXP upgrade - on other flights, even other airlines, during IRROPS etc. It appears some of those have retired or taken other work with AA (they were also allowed to work from home a la Morris Air, but only international and not EXP, as I was told by two of them who did not go to DFW metroplex to work EXP).
Originally Posted by
Mark_T
These days we certainly cannot depend on the EXP desk for knowledge that used to be a given in the past.
More than ever, know which flights you want and what the availability is before you call and do not hesitate to terminate politely and call back when you get the warning signs that you are dealing with someone who does not know their way around the system.
For the OP, yes, I would have expected you to be put on the flight with an open F seat in the circumstances you describe.