Jun 16, 2013, 11:28 am
Last edit by: JDiver
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Sometimes it may take along time for a call to get through; this is particularly likely when there are system disruptions and many flyers are directly affected. Check out AA Alerts and see if there is such a disruption.
If you are directly affected and need to talk to an AA employee, the OSO (Off-Schedule Operations) Desk at 1.800.446.7834, staffed ONLY staffed during significant irrops (massive weather disruptions, etc.)
At other times, computer failures may be responsible for lengthy delays.
Link to American Airlines Travel Alerts (and Policies)
If it is not critical to call, try another time or another day.
Sometimes it may take along time for a call to get through; this is particularly likely when there are system disruptions and many flyers are directly affected. Check out AA Alerts and see if there is such a disruption.
If you are directly affected and need to talk to an AA employee, the OSO (Off-Schedule Operations) Desk at 1.800.446.7834, staffed ONLY staffed during significant irrops (massive weather disruptions, etc.)
At other times, computer failures may be responsible for lengthy delays.
Link to American Airlines Travel Alerts (and Policies)
If it is not critical to call, try another time or another day.
Long wait on the ___ line (consolidated)
May 3, 2012, 9:33 pm
#1
Original Poster
Join Date: Jun 2006
Location: Washington, DC
Programs: AA ExecPlat, AC, DL Plat, Amtrk SE, AmEx Plat, Bonvoy Plat (via SPG), HH Gold, Accor Plat, WOH Dis
Posts: 196
Wait on the Platinum line
Has anyone noticed that the wait time has been unusually long on the Platinum Desk (yes, I know it's not really a special desk, just moves you to the top of the queue).
In the past, any wait at all was rare - and when it occurred, it was less than 30 seconds. I have had to call in several times time week and each time the wait has been upwards of 10 minutes.
Has AA reduced call centers / staffing in an attempt to save some bucks? Are others experiencing the same thing or have I just been unlucky?
In the past, any wait at all was rare - and when it occurred, it was less than 30 seconds. I have had to call in several times time week and each time the wait has been upwards of 10 minutes.
Has AA reduced call centers / staffing in an attempt to save some bucks? Are others experiencing the same thing or have I just been unlucky?
Last edited by JDiver; Feb 26, 2013 at 8:45 am Reason: restore original post title
May 3, 2012, 9:40 pm
#2
Join Date: Jun 2000
Location: DFW, 3.5 MM, AA EXP, LIFETIME PLATINUM, MARRIOTT LIFETIME PLATINUM, STARWOOD AMBASSADOR 223 NIGHTS, AND LIFETIME GOLD, HILTON DIAMOND, NATIONAL EXECUTIVE ELITE
Posts: 5,847
My guess is that it is a combination of factors:
1. I think AA has been giving out PLT status like candy on Halloween. (just look at UA board).
2. Some call center hours have been cut/closed. (this is rumor I admit).
1. I think AA has been giving out PLT status like candy on Halloween. (just look at UA board).
2. Some call center hours have been cut/closed. (this is rumor I admit).
May 3, 2012, 9:46 pm
#3
Join Date: Mar 2012
Programs: AA EXP MM/UA MM/Marriott PLT Premier-LT PLT
Posts: 383
It could just be major IRROPS in ord tonight
May 3, 2012, 9:50 pm
#4
FlyerTalk Evangelist
Join Date: May 2006
Location: SEA or BGR, Lower Earth Orbit
Programs: UA 1K
Posts: 17,217
Ord has had a few ground stopd today. Big thunderstorms, United's board is full of canvels and delays, im sure that AA's looks the same right now.
May 4, 2012, 6:09 pm
#5
Original Poster
Join Date: Jun 2006
Location: Washington, DC
Programs: AA ExecPlat, AC, DL Plat, Amtrk SE, AmEx Plat, Bonvoy Plat (via SPG), HH Gold, Accor Plat, WOH Dis
Posts: 196
I tried to call in to the Platinum Desk again tonight to resolve my issue. I gave up after waiting 30 minutes. I've never seem wait times like this from AA.
Am I just unlucky or are others facing this?
Am I just unlucky or are others facing this?
May 4, 2012, 6:30 pm
#6
Join Date: Jun 2009
Location: LAX
Posts: 6,769
There has been mention in other threads about exceptionally long wait times due to the storms around ORD.
May 5, 2012, 6:34 am
#7
Join Date: Aug 2001
Location: Southern California/Los Angeles
Programs: Various
Posts: 2,778
We have one thread about having a 30+ minute wait for the "Gold" line. Next a thread about having to wait on the "Platinum" line. May I start a thread to mention that I had to wait on the "Executive Platinum" line for 15 minutes when calling from South America the other day?
Things happen, I wasn't pleased with having to wait, but two days later, I'm pretty much over it. Things happen; mostly out of our control. Sucks to have to be in the middle of things happening, but things could be alot worse, which makes me feel like my situation isn't so bad.
Things happen, I wasn't pleased with having to wait, but two days later, I'm pretty much over it. Things happen; mostly out of our control. Sucks to have to be in the middle of things happening, but things could be alot worse, which makes me feel like my situation isn't so bad.
Aug 26, 2012, 10:18 am
#8
Join Date: Dec 2010
Posts: 1,310
Your Wait Time May Be More Than 60 Minutes
Trying to book an Iberia flight using AA miles and calling in. Figured Sunday morning would be a good time to try but got the "it'll be more than 60 mins" message.
Any suggestions?
Any suggestions?
Aug 26, 2012, 10:20 am
#9
Join Date: Jul 2002
Location: LAX
Programs: AA EXP 2MM
Posts: 2,080
Wait until there's no hurricane disrupting thousands of travelers' plans and causing AA's phone lines to be swamped.
Aug 26, 2012, 10:21 am
#10
Join Date: Apr 2010
Location: SF Bay Area
Programs: Marriott Bonvoy Ambassador, AA EXP
Posts: 2,704
Put the call on loudspeaker so you can do something else while waiting on hold, and try using a landline to reduce the risk of the call dropping.
Aug 26, 2012, 10:21 am
#11
Join Date: Nov 2011
Location: Bay Area
Programs: WN A-List, AA good-riddance, Safeway Club Card Extraordinaire
Posts: 3,851
There are long phone delays due to disruptions caused by Hurricane Isaac. Someone in another thread suggested calling one of the international desks (I think it was Australia in that specific case), saying the wait was more like 20 minutes.
Aug 26, 2012, 10:22 am
#12
Join Date: Jul 2010
Location: MKE
Programs: DL-MM-Diamond HH-Diamond
Posts: 3,218
+1 seriously, there are people trying to get out of a bad weather situation, wait a few days or book online if you can.
Aug 26, 2012, 10:25 am
#13
Join Date: Jan 2005
Programs: BA Gold, AA Lifetime Gold 1.8mm, IC Spire Ambassador, Hilton Diamond, SPG Gold et al
Posts: 4,350
I've had a lot of similar messages over recent weeks but always get through more or less within the usual time. I wonder if there's a technical problem?
Aug 26, 2012, 10:27 am
#14
Join Date: Dec 2010
Posts: 1,310
Didn't think of the hurricane. Makes sense ^
Aug 26, 2012, 10:39 am
#15
Join Date: May 2007
Programs: AAdvantage, Hilton
Posts: 3,191
Though I am EXP so my experience my not relate exactly, but calling at 11pm PST last night, I got an agent right away, on two different calls.