"our representatives are busy at this time"
Feb 1, 2015, 2:15 pm
#1
Original Poster
Join Date: Mar 2008
Location: London, England
Programs: BA Gold
Posts: 215
"our representatives are busy at this time"
I need to ticket an itinerary I'm holding using a Transportation Voucher. It cannot be redeemed on AA.com. But I can't get through to anyone on the phone. I'm surprised the system doesn't give me the option of waiting on hold. Any tips on getting through? Or experience as to when this will lift?
Feb 1, 2015, 2:23 pm
#2
Join Date: Aug 2008
Location: South Park, Metropolis
Programs: AA LT PLT 3MM, Hilton/Marriott/SPG/Club Carlson GLD, IHG PLT
Posts: 4,608
I need to ticket an itinerary I'm holding using a Transportation Voucher. It cannot be redeemed on AA.com. But I can't get through to anyone on the phone. I'm surprised the system doesn't give me the option of waiting on hold. Any tips on getting through? Or experience as to when this will lift?
Feb 1, 2015, 2:25 pm
#3
Join Date: Jun 2000
Location: Chicago
Programs: AA Exec Plat, Hilton Diamond, Marriot Titanium
Posts: 288
I was given the callback option today - took about 1h30m for them to call back. Were you not given that option?
Feb 1, 2015, 2:37 pm
#4
Original Poster
Join Date: Mar 2008
Location: London, England
Programs: BA Gold
Posts: 215
No just unilaterally hangs up on me
Feb 1, 2015, 2:46 pm
#5
FlyerTalk Evangelist
Join Date: Oct 1999
Location: Juneau, Alaska.
Programs: AS 75K;BA Silver;AA G;HH Dia;HY Glob
Posts: 15,813
Chicago is currently in the midst of a blizzard warning and I'm sure the EXP desk is inundated with calls from those with delayed and cancelled flights.
Feb 1, 2015, 2:50 pm
#6
Join Date: Dec 2004
Posts: 5,631
I was given the callback option, but when they called back 20 min later, it was domestic rather than international (even though I picked international at the beginning of the original call). They transferred me to international, but this meant I started from zero, and without the priority that comes from my phone number being associated with my status. Needless to say, I never got through.
Feb 1, 2015, 2:57 pm
#7
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Yes, I imagine the phone agents are swamped. There are just so many calls the system can queue up and once that is hit, it's "good bye". Your only option is to try back later hoping the system has more bandwidth then. I get this with other IVR phone systems too.
Good luck.
Good luck.
Feb 1, 2015, 2:57 pm
#8
Join Date: Jul 2010
Location: SFO
Programs: AA EXP
Posts: 5,270
Perhaps give it a shot during overnight hours in the US (like 4am east coast time / 9am London).
Feb 1, 2015, 3:35 pm
#9
Join Date: Dec 2002
Location: San Jose, CA
Programs: Hilton Gold; UA 3P; Cattle-Class on everything else.
Posts: 340
same here. need to ticket an award itin by tonight...will the extend deadline and re-instate the reservation... if I can't get thru the whole day? Tried it 4 times now, over the last 3 hours...and the system just hangs up on me...:-(
Feb 1, 2015, 3:51 pm
#10
Join Date: Apr 2011
Location: New York
Programs: AA EXP 1.0mm, not sure where I am with hotels these days
Posts: 2,795
With the NE expecting another storm. I used call back feature to reschedule mine earlier today. Called back in 30 minutes.
Feb 1, 2015, 4:42 pm
#11
Original Member
Join Date: May 1998
Location: **ATL**/PHX/MIA/LAX/HKG
Programs: AA-EXP/DL-Diamond/UA-100K/Hyatt-Globalist/Hilton-Diamond/Marriott-Titanium - Many more....
Posts: 546
Take the voucher to the airport and ticket it there. Generally much EASIER
Feb 1, 2015, 4:49 pm
#12
Join Date: Aug 2002
Location: WAS/TYO
Programs: UA 1K, AA EXP (3MM), DL PM, BONVOY TITANIUM, HYATT GLOBALIST, HILTON DIAMOND, IHG DIAMOND AMB, et al
Posts: 5,913
I've also had issues with the phone system today. I've tried the callback feature twice today. After waiting over an hour on both attempts, I received a callback from AA only to be promptly disconnected before reaching an agent. Now on my third attempt... this time I'm just waiting on hold (50 minutes and counting). This is not typical - even when there's weather issues in the system.
-FlyerBeek
-FlyerBeek
Feb 1, 2015, 5:16 pm
#13
Join Date: Jan 2005
Programs: UA PremExec
Posts: 732
Have been waiting two hours for a callback…ugh.
Feb 1, 2015, 10:44 pm
#14
Join Date: Jul 2012
Location: San Francisco, CA
Programs: Jose Cuervo Gold, Bud Light Platinum, Schwab 401K, VW Bug 2MM
Posts: 1,100
strange, i got a callback in 15 min and booked a cx award tix about two hours ago