Feb 11, 2015, 7:54 am
Last edit by: Prospero
AA operates non-status, Gold, Platinum and Platinum Pro combined call center as well as Executive Platinum, Concierge Key dedicated call centers.
Read on for alternatives
There can be several causes of lengthy call answering, among them irregular or off schedule operations (OSO / IROPS) caused by weather.
● Call wait times extend as OSO develop - storms, etc. particularly affecting hubs, which produce knock-on effects that may persist a day or two.
● You can see current AA travel policies: https://www.aa.com/i18n/travelInform...avelAlerts.jsp
● You can always check FlightStats current North America airport delays, for example, to see how things are - here.
● For other useful links, tools etc. see the wiki for AA OSO, IROPS / IRROPS, delay, cancelation etc. resources (master thread).
● Try using the AA Twitter team: @AmericanAir can help. Send them a request they follow you so you can send them DM (Direct Messages), then you can send them your AAdvantage number and EP status,which they can add to their profile on you. Then you can DM them privately with your PNR etc. (You must have a Twitter account.) This can be useful and rapid.
● At times like these AA may open their OSO (Off-Schedule Operations) desk to help inconvenienced travelers. 800-446-7834 is the number, and the desk is only staffed during severe OSO. (Please call only if your travel is disrupted, of course.)
● Others have called 1.800.222.2377 (web services) and had shorter response times.
● If you speak Castilian Spanish, Chinese Mandarin, Japanese or use a TDD, you may get faster attention; see numbers below.
● You can try calling non-USA numbers, listed here:
● bchandler42 reports "During weather events, the elite line will have the option to press 1 for the callback. I use that, longest I've ever waited was about 40 minutes which was accurate with the expected time it gave me."
● giblet called Thailand using Skype (2.3 cents a minute).
● There is one call-handling nexus, with prioritized lines for Gold, Platinum and Platinum Pro status holders, and separate Executive Platinum and Concierge Key "desks". Gold, Platinum and Platinum Pro callers are prioritized to be answered by the same agents that respond to non-status customers.
Link to archived previous posts in ARCHIVE: Long wait / delay / hold times for AA phone lines (2014) [/FONT]
Also:
and
Link to USA airport delays (FlightAware)
Link to FlightAware “Misery Map” (graphic representation of troubles on a USA map)
Link to AA cancelled flights today (FlightAware)
Link to cancelled flights (today, to two days out - FlightAware)
Link to FT Original Routing Credit thread in cases of involuntary reroute
Link to archive of this thread, posts 2015-2019
Read on for alternatives
There can be several causes of lengthy call answering, among them irregular or off schedule operations (OSO / IROPS) caused by weather.
● Call wait times extend as OSO develop - storms, etc. particularly affecting hubs, which produce knock-on effects that may persist a day or two.
● You can see current AA travel policies: https://www.aa.com/i18n/travelInform...avelAlerts.jsp
● You can always check FlightStats current North America airport delays, for example, to see how things are - here.
● For other useful links, tools etc. see the wiki for AA OSO, IROPS / IRROPS, delay, cancelation etc. resources (master thread).
● Try using the AA Twitter team: @AmericanAir can help. Send them a request they follow you so you can send them DM (Direct Messages), then you can send them your AAdvantage number and EP status,which they can add to their profile on you. Then you can DM them privately with your PNR etc. (You must have a Twitter account.) This can be useful and rapid.
● At times like these AA may open their OSO (Off-Schedule Operations) desk to help inconvenienced travelers. 800-446-7834 is the number, and the desk is only staffed during severe OSO. (Please call only if your travel is disrupted, of course.)
● Others have called 1.800.222.2377 (web services) and had shorter response times.
● If you speak Castilian Spanish, Chinese Mandarin, Japanese or use a TDD, you may get faster attention; see numbers below.
● You can try calling non-USA numbers, listed here:
● bchandler42 reports "During weather events, the elite line will have the option to press 1 for the callback. I use that, longest I've ever waited was about 40 minutes which was accurate with the expected time it gave me."
● giblet called Thailand using Skype (2.3 cents a minute).
● There is one call-handling nexus, with prioritized lines for Gold, Platinum and Platinum Pro status holders, and separate Executive Platinum and Concierge Key "desks". Gold, Platinum and Platinum Pro callers are prioritized to be answered by the same agents that respond to non-status customers.
Code:
Telephone numbers for speakers of Castilian Spanish, Chinese Mandarin, Japanese: English (Inglés) 1-800-433-7300 7 days a week Japanese 1-800-237-0027 6:00 a.m. - 12:00 a.m. CT 7 days a week Mandarin Chinese 1-800-492-8095 8:00 a.m. - 10:00 p.m. CT Mon - Fri 8:00 a.m. - 6:30 p.m. CT Sat and Sun Spanish 1-800-633-3711 7 días a la semana TDD 1-800-543-1586 (for hearing impaired or deaf people / para personas con discapacidad auditiva o del habla)
"Transplanted from another post, for those affected overseas.
So many ways of calling AA directly; I'd try:
AT&T.
Smartphones that will automatically switch to using Internet for calls.
Skype 2 cents per minute), Google Hangouts or other VOIP services, including WiFi or Internet.
English 800-433-7300 24 hours, Daily
Japan +81 03-4333-7675
If you are calling from outside the U.S. or Canada, you may reach U.S. Reservations by using the following procedures. (Please note that the call is not toll free.)
So many ways of calling AA directly; I'd try:
AT&T.
Smartphones that will automatically switch to using Internet for calls.
Skype 2 cents per minute), Google Hangouts or other VOIP services, including WiFi or Internet.
English 800-433-7300 24 hours, Daily
Japan +81 03-4333-7675
If you are calling from outside the U.S. or Canada, you may reach U.S. Reservations by using the following procedures. (Please note that the call is not toll free.)
- Access the website http://www.business.att.com/bt/access.jsp. The site lists eligible countries and phone numbers.
- Dial the AT&T access number provided on the website (it is different for each country).
- An AT&T operator or English language voice prompt will ask for the telephone number you are calling. Dial 800-433-7300 for all American Airlines departments (except AAdvantage) or dial 800-882-8880 for the AAdvantage department.
- After the tone, enter your regular AT&T Calling Card number (not the international number). You may also use the AT&T Corporate Calling card and many other U.S. local phone company cards. MasterCard, Visa, American Express, Discover/Novus or Diners Club cards can be used from many countries to place calls back to the U.S.
- For assistance, press zero or stay on the line for an AT&T operator.
I'm currently in BKK, and needed to talk to AA about my rezzy. I didn't want the local number which would be answered in who-knows-where, I wanted a direct US number. Looked around both AA.com and FT (which is how I found this thread). Found nothing particularly helpful or which worked. The back of my EXP card has only an 800 number for the U.S., no local DFW area number.
Eventually, I just dialed +1-800-xxx-xxxx, the regular 800 number on the back of my EXP card, the same way I dial regular, non-800 numbers from abroad. Voila!!! I was connected with the EXP desk, just as if I were in the U.S.
--------------------------------------------------------------------------------------------------------------
MODERATOR'S NOTE
There are several ways to contact AA's U.S. numbers by telephone from outside the U.S. & Canada:
1) Those with Skype, Google Hangouts or other VOIP internet phone providers may be able to dial various AA 800 numbers directly toll free. Direct dialing an 800 number from a landline or mobile phone overseas may or may not work, and will not be toll free.
2) Use AT&T World Traveler Service to access AA 800 numbers from overseas. Long distance charges will apply and can be paid using an AT&T Calling Card, AT&T Prepaid Phone Card, credit card, or via collect call. AAdvantage elite customers (GLD, PLT, EXP) can dial their elite 800 number using this service and AT&T's systems will recognize these numbers and put the call through without asking for a payment method.
3) Call the AMR Headquarters number at 1-817-963-1234 from any telephone. Either an operator or the IVR system can then connect you with the appropriate department.
In addition, AA provides local numbers in many countries here: Worldwide Reservations Phone Numbers
See also the AA Wiki for additional information: Contacting American Airlines
This thread was extracted from an outdated 2002 thread, and merged with recent posts on this topic.
dstan
AA Forum Co-Moderator
Eventually, I just dialed +1-800-xxx-xxxx, the regular 800 number on the back of my EXP card, the same way I dial regular, non-800 numbers from abroad. Voila!!! I was connected with the EXP desk, just as if I were in the U.S.
--------------------------------------------------------------------------------------------------------------
MODERATOR'S NOTE
There are several ways to contact AA's U.S. numbers by telephone from outside the U.S. & Canada:
1) Those with Skype, Google Hangouts or other VOIP internet phone providers may be able to dial various AA 800 numbers directly toll free. Direct dialing an 800 number from a landline or mobile phone overseas may or may not work, and will not be toll free.
2) Use AT&T World Traveler Service to access AA 800 numbers from overseas. Long distance charges will apply and can be paid using an AT&T Calling Card, AT&T Prepaid Phone Card, credit card, or via collect call. AAdvantage elite customers (GLD, PLT, EXP) can dial their elite 800 number using this service and AT&T's systems will recognize these numbers and put the call through without asking for a payment method.
3) Call the AMR Headquarters number at 1-817-963-1234 from any telephone. Either an operator or the IVR system can then connect you with the appropriate department.
In addition, AA provides local numbers in many countries here: Worldwide Reservations Phone Numbers
See also the AA Wiki for additional information: Contacting American Airlines
This thread was extracted from an outdated 2002 thread, and merged with recent posts on this topic.
dstan
AA Forum Co-Moderator
Link to USA airport delays (FlightAware)
Link to FlightAware “Misery Map” (graphic representation of troubles on a USA map)
Link to AA cancelled flights today (FlightAware)
Link to cancelled flights (today, to two days out - FlightAware)
Link to FT Original Routing Credit thread in cases of involuntary reroute
Link to archive of this thread, posts 2015-2019
Long call wait / delay / hold times for AA phone lines (master thread)
Feb 9, 2022, 1:21 pm
#331
Join Date: Dec 2009
Location: PHL / NYC / PSA-BLQ
Programs: AA PPRO, Marriott/Hilton Gold, AMX-Plat, Global Entry
Posts: 3,109
The message I got was that it would be greater than 4 hours for a callback. Since I've been up since 8AM Tuesday in NY and it's now 9PM Wednesday in Italy, there's no way I'm up in another 4 hours. After 40+ minutes on hold the call died. I just paid online and I'll see if a complaint will get them to apply the credit (unlikely) or extend it (slightly more likely).
Feb 9, 2022, 1:30 pm
#333
Join Date: Feb 2003
Location: Washington, DC
Programs: AA Executive Platinum/Million Miler, Marriott Titanium Elite-Lifetime, Hilton Gold
Posts: 3,198
Today? It's been like that for over a year now. FWIW, this isn't limited to AA. I've had ridiculously long hold times at all sorts of companies.
Feb 9, 2022, 1:40 pm
#334
Join Date: Jun 2009
Programs: AA EXP. HH DIAMOND.
Posts: 224
Same exact situation sunday, needed to ticket by 12am CST. Call list was 4+ hours, ended up using web services to reservations which was about 18 mins. Concurrently I called the Greece number (randomly picked 24/7 and English) and at 5am local the hold was 12 mins, trip credit on hold booking took 2 mins.
Feb 9, 2022, 9:53 pm
#335
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
Fine kettle of fish - so if you're a customer of American based airline you have to call a foreign country to get service 
Of course sometimes twitter helps (and I'm not even a twitter user was just steered to this by a FTer)
Of course sometimes twitter helps (and I'm not even a twitter user was just steered to this by a FTer)
Feb 10, 2022, 3:42 pm
#336
Join Date: Jul 2008
Posts: 475
Waited about 7.25 hours for a call back Monday night/Tuesday morning to purchase a ticket on hold that expired at midnight. When I realized that I could not use a Flight Credit to purchase a ticket on hold, I tried to purchase a different ticket to a different destination and could not manage to apply the $50 Mastercard credit or the AA Flight credit. When that failed, I gave up and called AA Customer Service. Call was returned at 4:30 AM and to my surprise, the woman told me that she could still see the ticket on hold. It took 48 minutes to complete the transaction and I spent much of the time on hold while she waited for some sort of additional approval. That said, she could not apply the Mastercard credit. While the customer service agent was pleasant and competent and very patient with someone who had just been awakened from a deep sleep, I do not recommend purchasing an airline ticket at 4:30 AM. In retrospect, I should have taken the advice of some of the previous posters and called an office outside the U.S.
Last edited by sushanna1; Feb 10, 2022 at 3:46 pm Reason: clarification
Feb 10, 2022, 9:38 pm
#338
Join Date: Feb 2009
Location: LAX
Programs: AA EXP.
Posts: 1,325
Waited about 7.25 hours for a call back Monday night/Tuesday morning to purchase a ticket on hold that expired at midnight. When I realized that I could not use a Flight Credit to purchase a ticket on hold, I tried to purchase a different ticket to a different destination and could not manage to apply the $50 Mastercard credit or the AA Flight credit. When that failed, I gave up and called AA Customer Service. Call was returned at 4:30 AM and to my surprise, the woman told me that she could still see the ticket on hold. It took 48 minutes to complete the transaction and I spent much of the time on hold while she waited for some sort of additional approval. That said, she could not apply the Mastercard credit. While the customer service agent was pleasant and competent and very patient with someone who had just been awakened from a deep sleep, I do not recommend purchasing an airline ticket at 4:30 AM. In retrospect, I should have taken the advice of some of the previous posters and called an office outside the U.S.
The outside the US offices are now trying to tell me they can't use flight credits. BS.
Feb 10, 2022, 11:10 pm
#339
FlyerTalk Evangelist
Join Date: May 2004
Location: DFW/DAL
Programs: AA Lifetime PLT, AS MVPG, HH Diamond, NCL Platinum Plus, MSC Diamond
Posts: 21,422
Started at 8pm, gave up at 11:40pm, because I wanted to use trip credits for a trip I needed to purchase by 11:59pm CST. If it is that bad for elites, it must be worse for non status passengers. If I have a roundtrip ticket and call because I can't make the outbound flight, will they let me keep the inbound segment without repricing it?
Feb 11, 2022, 1:02 am
#340
Join Date: Dec 2009
Location: PHL / NYC / PSA-BLQ
Programs: AA PPRO, Marriott/Hilton Gold, AMX-Plat, Global Entry
Posts: 3,109
AA's recording says that they want to prioritize travelers with imminent travel. How/if they do this isn't clear to me but let's assume they can. They need to also prioritize other transactions that have a time deadline (ie reservation on hold). Yes, you can book on the website if it is a straight purchase but if you have flight/trip credits, you need to talk to a CS rep. Whether anyone at AA understands these nuances is a big question. the problem with AA that it has gotten so big that it's not clear to me these type of subtle nuances are even on the radar screen.
Feb 11, 2022, 4:27 am
#341
Join Date: Mar 2019
Programs: AA EXP and Marriott Titanium
Posts: 772
AA's recording says that they want to prioritize travelers with imminent travel. How/if they do this isn't clear to me but let's assume they can. They need to also prioritize other transactions that have a time deadline (ie reservation on hold). Yes, you can book on the website if it is a straight purchase but if you have flight/trip credits, you need to talk to a CS rep. Whether anyone at AA understands these nuances is a big question. the problem with AA that it has gotten so big that it's not clear to me these type of subtle nuances are even on the radar screen.
*every other time I've called (without a time sensitive issue) and the call back time was 45 mins+ and I've decided to stay on hold, I've gotten thru in less than 10 mins. I don't know what's up with that.
Feb 11, 2022, 9:28 am
#342
Join Date: Dec 2009
Location: PHL / NYC / PSA-BLQ
Programs: AA PPRO, Marriott/Hilton Gold, AMX-Plat, Global Entry
Posts: 3,109
I don't know if this goes for every phone number, but when I called the EXP line on Feb 3rd after they cancelled some flights of mine on the 4th, the robo guy said, "Hello, <Name>. We've matched your account to the phone you're calling from. Looks like you've had a flight cancellation. If this is what you're calling about please press..." The call back time was 3 or 4 hours but someone picked up within 5 mins of being on hold. Whether or not the call back time was greatly exaggerated* or the fact that I had a cancellation moved me up in the line, I don't know.
*every other time I've called (without a time sensitive issue) and the call back time was 45 mins+ and I've decided to stay on hold, I've gotten thru in less than 10 mins. I don't know what's up with that.
*every other time I've called (without a time sensitive issue) and the call back time was 45 mins+ and I've decided to stay on hold, I've gotten thru in less than 10 mins. I don't know what's up with that.
I think the problem is that the flight doesn't look urgent (1st leg early March MXP-JFK and second leg return in June (JFK-lhr-NCE). It was the hold expiring that's urgent and that isn't in their logic like a cancelled flight seems to be.
Feb 15, 2022, 4:42 pm
#344
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
Feb 15, 2022, 5:02 pm
#345
Join Date: Aug 2004
Programs: AA (EP), Hilton (Diamond), Marriott Bonvoy (Titanium)
Posts: 8,937
AA's recording says that they want to prioritize travelers with imminent travel. How/if they do this isn't clear to me but let's assume they can. They need to also prioritize other transactions that have a time deadline (ie reservation on hold). Yes, you can book on the website if it is a straight purchase but if you have flight/trip credits, you need to talk to a CS rep. Whether anyone at AA understands these nuances is a big question. the problem with AA that it has gotten so big that it's not clear to me these type of subtle nuances are even on the radar screen.
I don't know if this goes for every phone number, but when I called the EXP line on Feb 3rd after they cancelled some flights of mine on the 4th, the robo guy said, "Hello, <Name>. We've matched your account to the phone you're calling from. Looks like you've had a flight cancellation. If this is what you're calling about please press..." The call back time was 3 or 4 hours but someone picked up within 5 mins of being on hold. Whether or not the call back time was greatly exaggerated* or the fact that I had a cancellation moved me up in the line, I don't know.
*every other time I've called (without a time sensitive issue) and the call back time was 45 mins+ and I've decided to stay on hold, I've gotten thru in less than 10 mins. I don't know what's up with that.
*every other time I've called (without a time sensitive issue) and the call back time was 45 mins+ and I've decided to stay on hold, I've gotten thru in less than 10 mins. I don't know what's up with that.
And, of course, the time for a call-back is usually pretty close to the anticipated wait time even though the actual waiting time if you wait on hold might be significantly shorter.