Originally Posted by
pf815
Curious as to why anyone would call AA to make an award reservation. I have made many award reservations over the years, from simple domestic RT, to open jaw international flights and have always been able to do so via their website. I've had to call a few times to make changes and they have always been very accommodating. No unusual questions asked.
You must not have booked much partner awards.
For years many partners awards could only be booked via calling.
For years people complained about AA still charged phone booking fees on partner awards that could not be booked online.
It was not until 2 years? ago, that the phone booking fee was dropped when booking partner awards not bookable online but AA system still defaulted to charging - the agents had to remember manually remove the charge.
QR finally became bookable online but now it is taken off together with EY due to ticketing issues.
Even calling AA one still have difficulties booking EY award, and often has to call Australia to get the booking completed.
JL became bookable online only a year or so ago?
CX remains only bookable via phone.
On top of that, you would get better availability on partners when the AA site often errors out but the availability is shown on BA site. Calling would let you access those availability that AA site would not show. Typical examples are on AY and QF flights.