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 25, 2022, 9:37 am
#498
Join Date: Jul 2010
Location: RDU
Programs: AA EXP; Marriott Titanium; Globalist
Posts: 376
Called in at 9:30 am on Sunday and was quoted a 40 minute wait.
Decided to call later.
At 12:30 pm (Sunday) called in and was quoted 48 minute wait. No major cancellations noted domestically it seemed on Fllightaware. At least it didn't go out to 4 hours!
I chose to stay on hold and it was about 50 minutes before I reached an agent. Sometimes I know if you are on hold (rather than request callback) the wait times are shorter but not yesterday.
It seems unfortunate this is the new normal for AA. Whenever I call in recently regardless of weather the hold times are much longer.
Decided to call later.
At 12:30 pm (Sunday) called in and was quoted 48 minute wait. No major cancellations noted domestically it seemed on Fllightaware. At least it didn't go out to 4 hours!
I chose to stay on hold and it was about 50 minutes before I reached an agent. Sometimes I know if you are on hold (rather than request callback) the wait times are shorter but not yesterday.
It seems unfortunate this is the new normal for AA. Whenever I call in recently regardless of weather the hold times are much longer.
Apr 26, 2022, 7:46 am
#501
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
Yup, seems that weekend or at least Sunday staffing is minimal on the lines... makes sense that if you have a labor shortage you make sure weekdays are covered. I'm about to go from plat pro... will be interesting to see if I notice any difference in hold times. Likely not I'm guessing.
Apr 30, 2022, 3:08 pm
#502
Join Date: Dec 2010
Location: DEN
Programs: AA EXP, AA Million Miles, Hilton Diamond
Posts: 2,586
Was just quoted 3 hour 46 minutes to 4 hour 36 minutes for a callback on the EXP line. 
Saturday afternoon US time.
Dear lord...that's abysmal. I've had shorter call times during massive weather IROPs - which I don't think is happening today.
Got a SWU-waitlisted trip tomorrow that is showing "can't display trip details" - which usually means the upgrade has cleared. Guess I'm going wait to find out. Crappy AA IT strikes again.
Saturday afternoon US time. Dear lord...that's abysmal. I've had shorter call times during massive weather IROPs - which I don't think is happening today.
Got a SWU-waitlisted trip tomorrow that is showing "can't display trip details" - which usually means the upgrade has cleared. Guess I'm going wait to find out. Crappy AA IT strikes again.
Apr 30, 2022, 4:03 pm
#503
Join Date: Jul 2006
Location: California
Programs: AA EXP, lowly UA 1K; Hyatt Diamond, SPG Gold, Hilton Gold; National EC, Hertz PC
Posts: 2,214
Was just quoted 3 hour 46 minutes to 4 hour 36 minutes for a callback on the EXP line. Saturday afternoon US time.
Dear lord...that's abysmal. I've had shorter call times during massive weather IROPs - which I don't think is happening today.
Got a SWU-waitlisted trip tomorrow that is showing "can't display trip details" - which usually means the upgrade has cleared. Guess I'm going wait to find out. Crappy AA IT strikes again.
Saturday afternoon US time.Dear lord...that's abysmal. I've had shorter call times during massive weather IROPs - which I don't think is happening today.
Got a SWU-waitlisted trip tomorrow that is showing "can't display trip details" - which usually means the upgrade has cleared. Guess I'm going wait to find out. Crappy AA IT strikes again.
Apr 30, 2022, 4:36 pm
#504
formerly mattking2000
Join Date: Nov 2012
Location: DXB
Programs: BA|AC|AZ|SPG|H|FPC
Posts: 1,187
Was just quoted 3 hour 46 minutes to 4 hour 36 minutes for a callback on the EXP line. Saturday afternoon US time.
Dear lord...that's abysmal. I've had shorter call times during massive weather IROPs - which I don't think is happening today.
Got a SWU-waitlisted trip tomorrow that is showing "can't display trip details" - which usually means the upgrade has cleared. Guess I'm going wait to find out. Crappy AA IT strikes again.
Saturday afternoon US time.Dear lord...that's abysmal. I've had shorter call times during massive weather IROPs - which I don't think is happening today.
Got a SWU-waitlisted trip tomorrow that is showing "can't display trip details" - which usually means the upgrade has cleared. Guess I'm going wait to find out. Crappy AA IT strikes again.
Apr 30, 2022, 4:38 pm
#505
Join Date: Jun 2011
Location: I 35 south bound, finally stopped
Programs: LT Plt, 4mm, *A GLD, burned out medical provider, executing our estate plan
Posts: 1,665
my experience with AA today sucked. My experience with UA today had no wait times and a very helpful agent.
1 hour wait for AA, 2 minute wait for UA.
1 hour wait for AA, 2 minute wait for UA.
Apr 30, 2022, 6:17 pm
#507
Join Date: Oct 2013
Location: SFO
Programs: UA 1K, AA EXP, Hyatt Glob, Hilton Diamond, Marriott Plat, Total Wine & More Reserve
Posts: 4,503
Similar experiences here. Wouldn’t be as bad if I didn’t have to call AA for pretty much everything, as opposed to UA where I can get most everything done on their app/website. But maybe that explains their respective wait times.
Apr 30, 2022, 6:30 pm
#508
formerly mattking2000
Join Date: Nov 2012
Location: DXB
Programs: BA|AC|AZ|SPG|H|FPC
Posts: 1,187
Every time I have a ticket with AA, it's at least 7 legs -- I'm really not sure why they don't reroute calls to the rate desk directly if they see complicated itineraries ...
Apr 30, 2022, 7:55 pm
#509
formerly mattking2000
Join Date: Nov 2012
Location: DXB
Programs: BA|AC|AZ|SPG|H|FPC
Posts: 1,187
Data point: got through in about 2h50. Wonderful agent but not able to change anything, need to go to the rate desk.
Every time I have a ticket with AA, it's at least 7 legs -- I'm really not sure why they don't reroute calls to the rate desk directly if they see complicated itineraries ...
Every time I have a ticket with AA, it's at least 7 legs -- I'm really not sure why they don't reroute calls to the rate desk directly if they see complicated itineraries ...
Just tried to call again and was given a wait time of 6h16 - 7h39, but I'm flying in 7 hours .... any suggestions?