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.
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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)
#61
Join Date: Oct 2005
Programs: BA GGL & GfL, AA LTP, Marriott (sigh) Ambassador, Hilton Diamond
Posts: 3,227
i was just about to ask why call times for the exp line regularly state 2+ hrs...but obviously it is an ongoing issue.
it is extremely frustrating given the flight credits almost never are accepted online when imputing the correct ticket number...nor is the callback an option given i am based in the UK.
it is extremely frustrating given the flight credits almost never are accepted online when imputing the correct ticket number...nor is the callback an option given i am based in the UK.
#62
Join Date: Jun 2004
Location: Washington, DC
Programs: UA Gold 1MM, AA EXP, HH Diamond, MR Gold, Avis PC, Hertz PC
Posts: 1,252
I had to call a few weeks ago to use a ticket credit (was not able to do it online) and the wait quoted was 4+ hours. It ended up being over 6. I had actually forgotten about what I was doing when I finally did get the call back and almost didn't answer the call, thinking it was spam.
I called in just now to use another ticket credit (errored out online) and was again quoted 4+ hours. We'll see how long it takes... Both of these requests are for travel a while from now, so I'm not really bothered by the long wait, but I would be livid if I was trying to call in for something urgent. As a data point, I have no status with AA.
I called in just now to use another ticket credit (errored out online) and was again quoted 4+ hours. We'll see how long it takes... Both of these requests are for travel a while from now, so I'm not really bothered by the long wait, but I would be livid if I was trying to call in for something urgent. As a data point, I have no status with AA.
#63
Join Date: Jun 2013
Location: Roswell, GA
Programs: AA EXP 2.8m,Lifetime PLT, Hilton Diamond, IHG PlLT, SPG Gold
Posts: 3,191
I have no problem getting an agent on the EXP line , for the past few weeks . No wait time , feel sorry for those experiencing massive hold times
#64
Join Date: Jan 2010
Location: CLE
Programs: UA,WN,AA,DL, B6
Posts: 4,167
Customer Service
Flying tomorrow for seat selection all seats have a charge so I selected the seats both flights total cost 37 bucks. So when I go to pay after choosing seats why does it just use the same credit card or use the one on file. Makes me enter the card won’t process all the way to complete transaction after putting in my address. So I call AA to get help first time wait time over 1 hour did not select call back option wants to go to bed. Next attempt today wait time is over 2 hours what’s up with that. Seems every time call never immediate answer wait times always near 1 hour no operational delay issues.
How many reservations centers does AA have. When I first started flying 40 years ago lots of time had no wait time and they would hook me up to a different center if one was busy. Do they need to hire more people.
How many reservations centers does AA have. When I first started flying 40 years ago lots of time had no wait time and they would hook me up to a different center if one was busy. Do they need to hire more people.
#65
Join Date: Aug 2002
Location: WAS/TYO
Programs: UA 1K, AA EXP (3MM), DL PM, BONVOY TITANIUM, HYATT GLOBALIST, HILTON DIAMOND, IHG DIAMOND AMB, et al
Posts: 5,912
Many airlines are currently having customer service staffing issues right now due to the pandemic, irrespective of IRROPS. If you think AA is bad you should try dealing with Delta. As a Platinum (mid/high-tier status, PPro equivalent) my calls over the last two months have required 5-7 hr callback waits! AA is actually doing much better in this regard.
-FlyerBeek
-FlyerBeek
#66
Join Date: Aug 2007
Location: NYC
Programs: AA EXP/OWE, Marriott Ambassador
Posts: 880
I waited one hour in chat to have a quick question answered. I'm wondering if this had to do, however, with the weather in and around DFW. 20 minute initial hold-time in chat (15min estimated) and a subsequent 40 minutes while the chat csr had to wait to speak with the AAdvantage department.
#67
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 last Sunday at 10:30 AM and had to wait 10 minutes on a callback. First time I remember having a wait on the EXP line since pre-COVID.
#68
Join Date: Feb 2009
Location: PWM
Programs: AA Lifetime Gold, 1MM, Bonsai Plat-Pro, Bonvoy Gold, IHG Platinum
Posts: 377
Called today 5/18 3pm EST. regular 800# Sat down with a nice Big Glass of wine, my laptop, and cell phone, planning to be there for a while! System recognized my Cell and Identified me by name after a few automatic prompts put me on hold for the next avail Agent. Here we go... <5 min it's Ringing, Wait, What? I haven't touched my wine! very nice Customer Service Agent named Karen, Pleasant, Spoke perfectly clear English, 10 min later I'd successfully canceled a couple folks from 2 upcoming trips and Karen thanked me for my Patience as she knew how long I had been waiting! when I told her I was on hold less than 5 min. She was more surprised than I was. Miles were back in my acct before the call was over. Thanks Karen, wherever you are! Think I'm going to go buy a lottery ticket RT
#69
Join Date: Feb 2003
Location: Southern Europe/USA
Posts: 661
Best time to call customer service?
TATL itinerary has just been changed by AA giving a very tight connection time. Is there a best time of the day to call in and get an accommodating representative in order to change the connecting flight?
Or is the procedure just HUCA?
Or is the procedure just HUCA?
#70
Join Date: Dec 2014
Location: New York City + Vail, CO
Programs: American Airlines Executive Platinum, Marriott Bonvoy Ambassador Elite
Posts: 3,223
when there’s not a thunderstorm in DFW!
#72
Join Date: Feb 2003
Location: Southern Europe/USA
Posts: 661
#73
Join Date: Aug 2002
Location: WAS/TYO
Programs: UA 1K, AA EXP (3MM), DL PM, BONVOY TITANIUM, HYATT GLOBALIST, HILTON DIAMOND, IHG DIAMOND AMB, et al
Posts: 5,912
I find early mornings (U.S. time) work the best lately. Just called the EXP desk right now (6am EDT) to rebook a ticket and there was absolutely no wait.
-FlyerBeek
-FlyerBeek
#75
Join Date: Nov 2007
Location: Los Angeles
Programs: AA LT Gold
Posts: 3,644
DId you already check that a better itinerary exists so you can provide that info to the agent?
I just called (6:50am PT) from unregistered number (no status) and they offered a call back within 1.5 hours. Not bad, IMO
As long as there's not massive weather delays, I think any time is a good time to call.
Specially with the call back feature. What's there to lose? Call right now.