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)
Aug 2, 2022, 2:59 pm
#601
Join Date: Dec 2017
Location: In the Land Beyond OHare
Programs: 3RR, UA, BA, AA, HH, Marriott RW,
Posts: 202
Today at 915a I called the regular AA number to reschedule a flight that had a short connection time that I wasn't comfortable with. I was advised a callback would be in 22-30 mins. Sure enough, 22 minutes on the dot the phone rang. The agent was efficient, helpful and even found better flights that saved me $300. After reading all the horror stories I was just lucky I guess!!
Aug 2, 2022, 7:41 pm
#602
Join Date: Jun 2011
Location: NYC
Programs: AA GLD, AC
Posts: 4,223
I'm puzzled as to why there would be such crazy long hold times over the past few days. The weather across the country was mostly clear - there's a weather alert for Chicago over the next couple of days, but presumably that wouldn't have had a major impact this past weekend. Are they just not staffed up on weekends?
Aug 2, 2022, 7:54 pm
#603
Join Date: Aug 2021
Location: USA
Programs: American Airlines (Executive Platinum), Hyatt (Globalist), Hilton (Diamond), IHG (Diamond)
Posts: 2,917
I'm puzzled as to why there would be such crazy long hold times over the past few days. The weather across the country was mostly clear - there's a weather alert for Chicago over the next couple of days, but presumably that wouldn't have had a major impact this past weekend. Are they just not staffed up on weekends?
Aug 2, 2022, 7:55 pm
#604
Join Date: Sep 2017
Location: DCA/IAD & BUF
Posts: 1,407
Between Monday and Tuesday I called four times for assistance with reinstatement of miles from two cancelled QF awards. Twice Monday & twice Tuesday. Results was a mixed bag.
Each of the four calls was answered immediately following the greeting. No wait, no queues. Each time. I can't explain this, being a lowly Plat.
While obviously thrilled and can have no complaints about the response times, especially given what others experienced Sunday, it still took four separate calls for successful reinstatement of the miles. My assessment was that two of the agents were knowledgeable of the process, one not as much (but probably will be a good agent with more experience), and one I'm not even certain was an actual trained agent.
Reinstatement of QF miles can be quirky sometimes so taking two calls to successfully get them reinstated doesn't necessarily surprise me or reflect badly IMO. Four calls is indicative of a more systemic staffing & training problem. Sadly, not new though, at least since Covid. Six months or so ago an agent told me that weren't trained on reinstatement of partner miles for international travel & I should call back.
Each of the four calls was answered immediately following the greeting. No wait, no queues. Each time. I can't explain this, being a lowly Plat.
While obviously thrilled and can have no complaints about the response times, especially given what others experienced Sunday, it still took four separate calls for successful reinstatement of the miles. My assessment was that two of the agents were knowledgeable of the process, one not as much (but probably will be a good agent with more experience), and one I'm not even certain was an actual trained agent.
Reinstatement of QF miles can be quirky sometimes so taking two calls to successfully get them reinstated doesn't necessarily surprise me or reflect badly IMO. Four calls is indicative of a more systemic staffing & training problem. Sadly, not new though, at least since Covid. Six months or so ago an agent told me that weren't trained on reinstatement of partner miles for international travel & I should call back.
Aug 4, 2022, 1:04 pm
#605
Join Date: Jun 2020
Location: BOS
Programs: AA EXP, Hilton DMD, Hyatt Glob, Hertz PC
Posts: 267
Another upgrade missed due to hold times
I requested a mileage upgrade (Full Y to J) for someone flying on Thursday 7/28. Noticed after she had checked in that she was not on the upgrade list. Tried to call, but the wait time was 4 hours and the callback came just minutes before departure.
Asked AAdvantage Customer Service about what might have happened when I called in about a Certain Other Issue. He pulled up the record and told me that the system had worked correctly: "When she checked in, that confirmed her in Y and she was removed from the standby list." .....
He told me that if the upgrade is not confirmed by check-in, you are confirmed in the cabin you booked and will not be upgraded. He told me that, no, you are NOT added to the airport upgrade list.
I wrote to CR on Tuesday, and got a boilerplate email today explaining the upgrade process, including that if the upgrade isn't confirmed by check-in, you ARE added to the airport standby list.
Of course, it did not at all address why she was not transferred to the airport standby list.
Asked AAdvantage Customer Service about what might have happened when I called in about a Certain Other Issue. He pulled up the record and told me that the system had worked correctly: "When she checked in, that confirmed her in Y and she was removed from the standby list." .....
He told me that if the upgrade is not confirmed by check-in, you are confirmed in the cabin you booked and will not be upgraded. He told me that, no, you are NOT added to the airport upgrade list.
I wrote to CR on Tuesday, and got a boilerplate email today explaining the upgrade process, including that if the upgrade isn't confirmed by check-in, you ARE added to the airport standby list.
Of course, it did not at all address why she was not transferred to the airport standby list.
Aug 4, 2022, 3:55 pm
#606
Join Date: Aug 2021
Location: USA
Programs: American Airlines (Executive Platinum), Hyatt (Globalist), Hilton (Diamond), IHG (Diamond)
Posts: 2,917
Do AA callbacks always come from the same number? If so, could someone post it? Want to make sure it's among the saved numbers I have for AA in my phone, so calls don't get dumped to voicemail. Thanks.
Aug 5, 2022, 10:30 am
#607
Join Date: Jul 2002
Location: Virginia, USA
Posts: 4,511
I fell for the "Live Text" scam to find out what happened to a paid flight suddenly cancelled by AA with no notice. Nothing in my account about it except a "Cancelled" notice. The "Live Text" bot told me to check my account for more information. There is no information, which is why I was "texting." Never could get an actual person online. A pathetic waste of time.
Aug 8, 2022, 4:48 pm
#608
Join Date: Oct 2002
Location: DFW
Programs: OWE AA EXP;*A TK Gold; Marriott LTT; Hyatt Globalist; IHG Plat; National VIP
Posts: 3,097
Just experienced for the first time what others talked about recently. Called AA via EXP number and was told there would be a 25 minute wait. Got a call back and the agent could not be more clueless. It’s like she started today and with zero training. She kept talking to me about my itinerary for the flight tomorrow when I gave her the PNR I was calling about right away. She finally put in the right PNR and kept saying how I need to talk to “international miles desk.” When I heard that nonsense I asked if she was EXP desk and she said she wasn’t. Her response was how she can’t deal with miles tickets and there are “domestic miles desk” and “international miles desk.” I told her there are not any desks like that and please transfer me to EXP desk. She did and I got an ok (not great) agent a few minutes later.
What is going on? Why are EXP calls routed to most inexperienced people who seemingly started yesterday? Why do they get no training? Why is the quality of EXP agent gone downhill so much recently? I feel like I’m calling Turkish Airlines general line with outsourced agents that never flew on an airplane before.
What is going on? Why are EXP calls routed to most inexperienced people who seemingly started yesterday? Why do they get no training? Why is the quality of EXP agent gone downhill so much recently? I feel like I’m calling Turkish Airlines general line with outsourced agents that never flew on an airplane before.
Aug 8, 2022, 8:43 pm
#609
Join Date: Sep 2013
Location: MSN
Programs: AA, BAEC Gold
Posts: 3,934
What is going on? Why are EXP calls routed to most inexperienced people who seemingly started yesterday? Why do they get no training? Why is the quality of EXP agent gone downhill so much recently? I feel like I’m calling Turkish Airlines general line with outsourced agents that never flew on an airplane before.
Aug 8, 2022, 9:42 pm
#610
Join Date: Sep 2000
Location: DCA/IAD
Programs: AA EXP; 1W Emerald; HHonors Diamond; Marriott Gold; UA dirt
Posts: 7,823
Call times seem to be very, very variable right now. For non-critical issues, I often call late night - @ 2am eastern. Did that last night (Sunday night) and the call wait time was between 25 to 40 minutes for a callback. I didn't follow through. This morning, I called at about 11:00 am and the wait time was 3 minutes.
Aug 11, 2022, 11:27 am
#611
In Memoriam, FlyerTalk Evangelist
Join Date: Jul 2002
Location: Durham, NC (RDU/GSO/CLT)
Programs: AA EXP/MM, DL GM, UA Platinum, HH DIA, Hyatt Explorist, IHG Platinum, Marriott Titanium, Hertz PC
Posts: 33,857
Call times seem to be very, very variable right now. For non-critical issues, I often call late night - @ 2am eastern. Did that last night (Sunday night) and the call wait time was between 25 to 40 minutes for a callback. I didn't follow through. This morning, I called at about 11:00 am and the wait time was 3 minutes.
Aug 11, 2022, 11:52 am
#612
Join Date: Sep 2002
Location: Thousand Oaks, Ca., USA
Programs: AA Lifetime Plat; Bonvoy Titanium Lifetime Elite;Hyatt Globalist; HHonors Diamond; United Silver
Posts: 8,331
Drive's me nuts. Schedule a callback only to get someone to say this isn't the right desk, I'll transfer you to the Plat Pro desk, And the wait is interminable.
Callback is broken for me.
Callback is broken for me.
Aug 30, 2022, 9:04 pm
#613
Join Date: Nov 2019
Posts: 2
Heck, I'd be happy just to know which number to call. I can't find any information on AA or my app about which number is the Executive Platinum "desk". I never received any kind of packet in the mail or anything welcoming me to my new status either (maybe this is why?)
Aug 31, 2022, 8:31 am
#614
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,283
Call from the phone listed on your account and it will recognize you automatically. Otherwise, you need to give your AAdvantage account number to the automated system.
Aug 31, 2022, 9:50 am
#615
Join Date: Aug 2021
Location: USA
Programs: American Airlines (Executive Platinum), Hyatt (Globalist), Hilton (Diamond), IHG (Diamond)
Posts: 2,917