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 31, 2022, 11:48 am
#616
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,214
Sep 27, 2022, 2:51 pm
#617
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
I called yesterday at 5 PM and was quoted 1 hour 30 to 1 hour 45. AA finally called back after 2 hours and 36 minutes. I of course missed the calls.
Trying again now and the quote is 1 hour 7 minutes and 1 hour and 22 minutes.
Sure wish I could apply SWUs on the app...
Trying again now and the quote is 1 hour 7 minutes and 1 hour and 22 minutes.
Sure wish I could apply SWUs on the app...
Sep 27, 2022, 3:01 pm
#618
Join Date: Aug 2009
Location: ILM/STT
Programs: AA Exp, Admirals Club
Posts: 192
Similar experience yesterday. Quoted 1 hour and six minutes to 1 hour and 20 minutes (Exp). It was something like 1 hour 45 minutes. But I know they’re having to reschedule stuff touching FL. They got me straight.
Sep 28, 2022, 4:20 pm
#619
Join Date: Nov 2010
Programs: AA EXP (owe), BA Silver (ows), AB Silver (owr), WN A+/CP, IHG Spire AMB, Avis First
Posts: 1,414
It should be a surprise, but as a datapoint for today, needed a last minute change done on my flight (<3h before departure)
EXP line 1h hold...
Australia line waited 10m and didn't get anyone
Called HK and pressed buttons for a Chinese rep (figured there probably aren't too many HK/China flights at the moment) and got someone in 6 mins.
so yeah. foreign language lines might be a good trick
EXP line 1h hold...
Australia line waited 10m and didn't get anyone
Called HK and pressed buttons for a Chinese rep (figured there probably aren't too many HK/China flights at the moment) and got someone in 6 mins.
so yeah. foreign language lines might be a good trick
Nov 14, 2022, 8:02 pm
#620
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,416
Quoted 48-58 minutes, answered at about 15 minutes. Longer than I would have had to wait on UA or AS.
Then, supposed EXP desk agent claimed I could not use a systemwide to go from paid J to F on JFK-SFO. I pushed back and asked him to apply it. Surprise, surprise, upgrade went through and I'm now in 3F. Good chance he messed up the ticket though, so we'll see what happens at JFK tomorrow night.
Then, supposed EXP desk agent claimed I could not use a systemwide to go from paid J to F on JFK-SFO. I pushed back and asked him to apply it. Surprise, surprise, upgrade went through and I'm now in 3F. Good chance he messed up the ticket though, so we'll see what happens at JFK tomorrow night.
Nov 16, 2022, 6:15 pm
#621
Join Date: May 2006
Location: Wichita
Posts: 628
Quoted 48-58 minutes, answered at about 15 minutes. Longer than I would have had to wait on UA or AS.
Then, supposed EXP desk agent claimed I could not use a systemwide to go from paid J to F on JFK-SFO. I pushed back and asked him to apply it. Surprise, surprise, upgrade went through and I'm now in 3F. Good chance he messed up the ticket though, so we'll see what happens at JFK tomorrow night.
Then, supposed EXP desk agent claimed I could not use a systemwide to go from paid J to F on JFK-SFO. I pushed back and asked him to apply it. Surprise, surprise, upgrade went through and I'm now in 3F. Good chance he messed up the ticket though, so we'll see what happens at JFK tomorrow night.
Nov 16, 2022, 6:35 pm
#622
Join Date: Aug 2021
Location: USA
Programs: American Airlines (Executive Platinum), Hyatt (Globalist), Hilton (Diamond), IHG (Diamond)
Posts: 2,917
Horrendous, short-sighted management.
Dec 7, 2022, 11:08 am
#624
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
Mar 3, 2023, 7:28 pm
#626
Join Date: May 2007
Programs: UA 1K, Hyatt Globalist
Posts: 5,447
Canceled a simple award ticket (AA metal, booked online) last week and the miles weren't automatically redeposited. Twitter team sent it for redeposit, but several days later the miles still haven't showed up, and they gave up and asked me to call in. Got to an agent with no wait, but she ended up having to hold for her help desk for two full hours, after which I just gave up.
Absolutely unacceptable and reminds me one of the reasons why I quit AA several years ago in favor of UA. UA's IT is, for now, far superior to that of AA or DL. I've canceled dozens of UA-issued awards, and every single time the miles have been automatically and instantly redeposited, no matter how complex the award.
Absolutely unacceptable and reminds me one of the reasons why I quit AA several years ago in favor of UA. UA's IT is, for now, far superior to that of AA or DL. I've canceled dozens of UA-issued awards, and every single time the miles have been automatically and instantly redeposited, no matter how complex the award.
Mar 10, 2023, 7:23 pm
#628
Join Date: Jun 2011
Location: NYC
Programs: AA GLD, AC
Posts: 4,212
What's up with the call times this week? I had to call in Wednesday night at around 11pm, and it took me almost two hours on hold until I reached an agent. She was excellent and got me all squared away quite quickly, but I was surprised the hold time was that long.
By comparison, when I called in to Delta last month the day before a big snow/ice storm slammed into the Upper Midwest, I only had to wait on hold for around 20 minutes to reach an agent. Granted, she wouldn't let me change my flight because they hadn't yet issued a waiver, but anyway...
By comparison, when I called in to Delta last month the day before a big snow/ice storm slammed into the Upper Midwest, I only had to wait on hold for around 20 minutes to reach an agent. Granted, she wouldn't let me change my flight because they hadn't yet issued a waiver, but anyway...
Mar 11, 2023, 6:53 pm
#629
Join Date: Feb 2003
Location: Southern California
Programs: United MileagePlus Premier 1K, Delta SkyMiles Diamond Medallion
Posts: 1,150
Canceled a simple award ticket (AA metal, booked online) last week and the miles weren't automatically redeposited. Twitter team sent it for redeposit, but several days later the miles still haven't showed up, and they gave up and asked me to call in. Got to an agent with no wait, but she ended up having to hold for her help desk for two full hours, after which I just gave up.
Absolutely unacceptable and reminds me one of the reasons why I quit AA several years ago in favor of UA. UA's IT is, for now, far superior to that of AA or DL. I've canceled dozens of UA-issued awards, and every single time the miles have been automatically and instantly redeposited, no matter how complex the award.
Absolutely unacceptable and reminds me one of the reasons why I quit AA several years ago in favor of UA. UA's IT is, for now, far superior to that of AA or DL. I've canceled dozens of UA-issued awards, and every single time the miles have been automatically and instantly redeposited, no matter how complex the award.
