Originally Posted by
edwin_p_morales
I was wondering the same thing. In my experience AA's (regular) phone agents are some of the best in the travel business. There are a few bad apples, hence hang up and call right back advice, but as a rule I don't see what the fuss is about.
I know enough about the EXP agents to know that they're superlative and amazing, but that doesn't make the regular agents "bad" by any means. It's rare that I can't get someone reasonably quickly who speaks good english, understands the rules, and/or can get the info you need.
The biggest difference, IMO, is that the regular agents may not have the authority to do as many creative things as the EXP desk agents. When irops come into play, flexibility is the key. EXP get priority on rebooking...and this should be extended to someone of full F...but the regular agent may not be able to make things happen as expeditiously.
Cheers.