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 4, 2022, 9:41 am
#481
Join Date: Feb 2022
Programs: AAdvantage
Posts: 949
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 5, 2022, 1:31 am
#483
Join Date: Nov 2006
Programs: Marriott Platinum, Hilton Diamond, IHG Platinum
Posts: 3,708
Another problem is that when I get the callback, it's ALWAYS from the domestic-only dept. even though I answered "no" when the automated system asked "are you traveling within the US?"
This adds another 20 minutes once you get the callback, to be transferred to the international desk.
Is it like this for everyone?
This adds another 20 minutes once you get the callback, to be transferred to the international desk.
Is it like this for everyone?
Apr 5, 2022, 9:39 am
#484
Join Date: Nov 2004
Location: Camp Hill, Pa.
Posts: 229
Turns out I was a blessed one - my 6:35 pm departure to Harrisburg had an 1:20 or so delay but we took off as one of the last before the groundstop. I was going to be a day pass to be closer to an agent but the weren't selling them (the lounge in C and D was busting at the seams - it was a bad afternoon/night for anyone trying to get to/from DFW).
Apr 11, 2022, 7:16 pm
#485
Join Date: Jun 2011
Location: NYC
Programs: AA GLD, AC
Posts: 4,220
I figure I'll share my experience tonight as a data point.
I called the 800 number at about 8:30 because I wanted to check a couple of things about an upcoming reservation. I have no status. The recording told me an agent would be with me in something like 32-47 minutes. Fine, I opted to wait, went downstairs to throw out some recycling.
I come back upstairs, and within just a couple of minutes, my call is picked up. So instead of 32-47 minutes, it was maybe 10.
The agent was incredibly friendly, great personality, professional. He got my questions answered, figured out my issues, got my seats changed, and we had a nice conversation. It was actually a pleasant, enjoyable call (!!!)
Compared to what I've had to endure when calling DL over the past year or so, I was really quite stunned - in a good way.
I called the 800 number at about 8:30 because I wanted to check a couple of things about an upcoming reservation. I have no status. The recording told me an agent would be with me in something like 32-47 minutes. Fine, I opted to wait, went downstairs to throw out some recycling.
I come back upstairs, and within just a couple of minutes, my call is picked up. So instead of 32-47 minutes, it was maybe 10.
The agent was incredibly friendly, great personality, professional. He got my questions answered, figured out my issues, got my seats changed, and we had a nice conversation. It was actually a pleasant, enjoyable call (!!!)
Compared to what I've had to endure when calling DL over the past year or so, I was really quite stunned - in a good way.
Apr 24, 2022, 8:34 pm
#486
Join Date: May 2008
Location: San Francisco, where else?
Programs: EXP,EX-CK 2.5mm, now lifetime Platinum, ex-UA1K, Marriott- Platinum, Hertz 5*
Posts: 991
Sunday 4/24 Platinum line "callback in more than 4 hours"
Hi all, I just tried the platinum line and there's a 4 hour ++ wait to speak with an international agent... is there a major flight meltdown / weather / strike something going on today? That seems excessive even by today's COVID staffing standards...?
Apr 24, 2022, 8:43 pm
#487
Join Date: Jun 2017
Location: Houston , TX
Programs: Platinum Pro. .Hilton Honors Gold,
Posts: 676
Yes the airline transportation infrastructure is fragile all it takes is one weather storm for a cancellation. There are only so many pilots , crew, planes , etc. I’ve been on hold for 2 hrs. Gonna try tomorrow morning at 530am if not just fly the next day
Apr 24, 2022, 8:48 pm
#488
Join Date: May 2008
Location: San Francisco, where else?
Programs: EXP,EX-CK 2.5mm, now lifetime Platinum, ex-UA1K, Marriott- Platinum, Hertz 5*
Posts: 991
TheTwitter agent made me smile.... "No, the summertime is knocking at our front doors and the mask mandate has recently been lifting, so we're a bit busier than usual. How can we help you today?"
I think I'll wait tomorrow until maybe more agents are on duty....the idea of changing segments on an international award itinerary via Twitter DM gives me heart palpitations...
I think I'll wait tomorrow until maybe more agents are on duty....the idea of changing segments on an international award itinerary via Twitter DM gives me heart palpitations...
Apr 24, 2022, 8:58 pm
#489
Join Date: Jun 2017
Location: Houston , TX
Programs: Platinum Pro. .Hilton Honors Gold,
Posts: 676
TheTwitter agent made me smile.... "No, the summertime is knocking at our front doors and the mask mandate has recently been lifting, so we're a bit busier than usual. How can we help you today?"
I think I'll wait tomorrow until maybe more agents are on duty....the idea of changing segments on an international award itinerary via Twitter DM gives me heart palpitations...
I think I'll wait tomorrow until maybe more agents are on duty....the idea of changing segments on an international award itinerary via Twitter DM gives me heart palpitations...
Apr 24, 2022, 9:02 pm
#490
Join Date: Aug 2009
Location: ILM/STT
Programs: AA Exp, Admirals Club
Posts: 192
TheTwitter agent made me smile.... "No, the summertime is knocking at our front doors and the mask mandate has recently been lifting, so we're a bit busier than usual. How can we help you today?"
I think I'll wait tomorrow until maybe more agents are on duty....the idea of changing segments on an international award itinerary via Twitter DM gives me heart palpitations...
I think I'll wait tomorrow until maybe more agents are on duty....the idea of changing segments on an international award itinerary via Twitter DM gives me heart palpitations...
Apr 24, 2022, 9:11 pm
#491
Join Date: Sep 2006
Programs: Some more than others
Posts: 773
Line of storms went through DFW earlier.
Apr 24, 2022, 11:45 pm
#493
Join Date: Jun 2017
Location: Houston , TX
Programs: Platinum Pro. .Hilton Honors Gold,
Posts: 676
There’s not a single flight out of Houston Monday to anywhere that isn’t oversold or cancelled . Not a single flight. What can the call center do ? I changed my flight thru the app for Tuesday. Still in F. So the vacation will be 3 days instead of 4.
Apr 24, 2022, 11:48 pm
#494
Join Date: Jun 2017
Location: Houston , TX
Programs: Platinum Pro. .Hilton Honors Gold,
Posts: 676
Apr 25, 2022, 12:47 am
#495
Join Date: Sep 2011
Location: SNA
Programs: AA EXP, Hilton Diamond, Hyatt Globalist, IHG Plat, Marriott Gold, National EE
Posts: 1,204
I got an EXP call back after 2.5 hours. After being called back, I was put on hold and am still on hold now... When I was initially put on hold tonight, I consulted Flightaware's MiseryMap and saw that DFW had more flights cancelled than operating, which would probably overwhelm AA's system.