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)
Apr 2, 2022, 10:25 am
#466
Suspended
Join Date: Jul 2011
Posts: 524
Apr 2, 2022, 11:23 am
#467
Join Date: Nov 2018
Location: DFW
Posts: 311
I spoke to 3 different agents within the past few days. One was a 20 minute call back, one was 45 minutes, one was an hour.
TBH, I just appreciate the fact that AA consistently offers a callback option. Nothing I hate more than listening to hold music for an hour at a time.
TBH, I just appreciate the fact that AA consistently offers a callback option. Nothing I hate more than listening to hold music for an hour at a time.
Apr 2, 2022, 12:48 pm
#468
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Benicia, California, USA
Programs: AA PLT,AS,UA PP,J6,FB,EY,LH,SQ,HH Dmd,Hyatt Glbl,Marriott Plat,IHG Plat,Accor Gold
Posts: 10,820
One option others have offered, though I haven't tried it myself, is to call an overseas AA ticketing line.
A couple of times last year calling the UA reservations line, I was given a text option, which worked out pretty well in terms of quickness and service (though not sure why that made sense from UA's point of view, since it would seem to occupy the agent's time at least as much as a call would). No experience with that this year and certainly no expectation that AA would offer that option.
A couple of times last year calling the UA reservations line, I was given a text option, which worked out pretty well in terms of quickness and service (though not sure why that made sense from UA's point of view, since it would seem to occupy the agent's time at least as much as a call would). No experience with that this year and certainly no expectation that AA would offer that option.
Apr 2, 2022, 2:23 pm
#469
FlyerTalk Evangelist
Join Date: Oct 2014
Posts: 10,904
One option others have offered, though I haven't tried it myself, is to call an overseas AA ticketing line.
A couple of times last year calling the UA reservations line, I was given a text option, which worked out pretty well in terms of quickness and service (though not sure why that made sense from UA's point of view, since it would seem to occupy the agent's time at least as much as a call would). No experience with that this year and certainly no expectation that AA would offer that option.
A couple of times last year calling the UA reservations line, I was given a text option, which worked out pretty well in terms of quickness and service (though not sure why that made sense from UA's point of view, since it would seem to occupy the agent's time at least as much as a call would). No experience with that this year and certainly no expectation that AA would offer that option.
Apr 2, 2022, 5:15 pm
#470
Join Date: Nov 2011
Location: Boston, MA
Programs: AA 1MM EXP, DL Diamond, Hilton Diamond, Bonvoy Ambassador (RIP SPG), Aeroplan 75K
Posts: 1,156
Currently waiting over 1hr to speak with the EXP Desk, so I feel the pain. But, to be fair, in my experience DL has been far worse than AA in this regard throughout the past two years. Very rarely have I had to wait to reach the UA 1K desk. So, AA is somewhere in the middle based on my experiences.
-FlyerBeek
-FlyerBeek
I also find that hanging on the line can sometimes significantly shorten the wait.
Apr 2, 2022, 5:23 pm
#471
Join Date: Nov 2011
Location: Boston, MA
Programs: AA 1MM EXP, DL Diamond, Hilton Diamond, Bonvoy Ambassador (RIP SPG), Aeroplan 75K
Posts: 1,156
Apr 2, 2022, 8:10 pm
#472
Join Date: Nov 2014
Location: SoCal,
Programs: BAEC Gold, AA PPro
Posts: 771
Yeow! I had a flight credit that had to be reissued into my new ticket today. EXP line had the call back at 3h30 - 4h24 min. Got the call back about the 4 hour mark a few minutes ago. I guess I should feel pretty good about myself. 🙄
Apr 2, 2022, 8:22 pm
#473
Join Date: Nov 2004
Location: Camp Hill, Pa.
Posts: 229
Advice sought: flying out of DFW Monday evening. I fully expect this flight to get canceled given the severe storms that’ll be in north Texas Monday afternoon through Tuesday morning. I have no status.
What is my best way to change my flight when the inevitable happens? There is only one nonstop a day and I’ve never seen it as an option after canceled flights the past year I’ve experienced. So trying to get one step ahead. The app suggestions are usually horrific.
What is my best way to change my flight when the inevitable happens? There is only one nonstop a day and I’ve never seen it as an option after canceled flights the past year I’ve experienced. So trying to get one step ahead. The app suggestions are usually horrific.
Apr 2, 2022, 8:22 pm
#474
Join Date: Sep 2002
Location: Thousand Oaks, Ca., USA
Programs: AA Lifetime Plat; Bonvoy Titanium Lifetime Elite;Hyatt Globalist; HHonors Diamond; United Silver
Posts: 8,314
Nothing like a disconnect after a four hour callback staying up til 1am. Happened more than once.
Apr 3, 2022, 6:36 am
#475
Join Date: Aug 2004
Programs: AA (EP), Hilton (Diamond), Marriott Bonvoy (Titanium)
Posts: 8,937
A couple of times last year calling the UA reservations line, I was given a text option, which worked out pretty well in terms of quickness and service (though not sure why that made sense from UA's point of view, since it would seem to occupy the agent's time at least as much as a call would).
Apr 3, 2022, 6:38 am
#476
Join Date: Aug 2004
Programs: AA (EP), Hilton (Diamond), Marriott Bonvoy (Titanium)
Posts: 8,937
Advice sought: flying out of DFW Monday evening. I fully expect this flight to get canceled given the severe storms that’ll be in north Texas Monday afternoon through Tuesday morning. I have no status.
What is my best way to change my flight when the inevitable happens? There is only one nonstop a day and I’ve never seen it as an option after canceled flights the past year I’ve experienced. So trying to get one step ahead. The app suggestions are usually horrific.
What is my best way to change my flight when the inevitable happens? There is only one nonstop a day and I’ve never seen it as an option after canceled flights the past year I’ve experienced. So trying to get one step ahead. The app suggestions are usually horrific.
Apr 3, 2022, 1:33 pm
#477
Join Date: Nov 2011
Location: Boston, MA
Programs: AA 1MM EXP, DL Diamond, Hilton Diamond, Bonvoy Ambassador (RIP SPG), Aeroplan 75K
Posts: 1,156
Wait until the flight is actually cancelled or AA issues a weather waiver. Once either occurs, use Twitter DM and request the specific change you want. You can try the in-app chat function, but in my experience those are the least-trained agents and often worse than useless; others on here have had good outcomes, though, so YMMV.
On another note - today’s wait time was three hours. I told the agent it’s like calling the IRS; once they’re on the phone, don’t let them off until you get everything addressed!
Apr 4, 2022, 6:54 am
#480
Join Date: Aug 2004
Programs: AA (EP), Hilton (Diamond), Marriott Bonvoy (Titanium)
Posts: 8,937
I called yesterday evening and was quoted 2.5 hour wait, but an agent picked up in about 10 minutes (right after I'd sent a Twitter DM and was about to hang up). The agent mentioned that "there's a whole lot of stuff going on, it's not just the storms."