Related to hold times and other posters discussions here, the amount of time I've been on calls with agents with flight changes and other things is really long (15-35 minutes). The AA systems aren't giving the phone agents much flexibility to make changes without getting other department approval or manager approval This is why call wait times are so long and AA is not ready for better in app experience for self-changes. They should look into simplifying their rules, approvals, and booking systems.
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