<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Plato90s:
Personally, I rather like the LiveChat although the quality of help I receive is variable. In some cases, the web agent offered to do the ticketing right there, in other cases, I was told to call.
But given it's possible to work on multiple chat sessions at once, while it's almost impossible to work on multiple phone calls simulatenously, you can see the advantage. On top of that, a computerized chat system is cheaper to operate than a call center. No LD or -800 charges.</font>
I haven't asked anything of the Live Chat person that would send me to the regular Cust Svc lines. They have provided me much needed info that I couldn't find online. I think, though, that I make sure I ask only questions that will help me to book online - although I have found AA.com knows a heck of alot more about promos and bonuses than the call-in AA cust svc.
I've just had them find available dates for a super cheap fare, like instead of just playing it hit and miss, which is great to have real time while you're actually online booking (and getting those online booking bonuses).
Also, the answers to my questions were coming back so quick, I never thought the Live Chat person was working with anyone else but me.