Long call wait / delay / hold times for AA phone lines (master thread)
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#2
Join Date: Aug 2015
Location: The FT AA forum, until it no longer wants me.
Programs: CK or bust
Posts: 1,554
Severe weather - Dallas / Fort Worth
Information current as of January 9, 2020If you're traveling to / through / from:
- Dallas / Fort Worth, Texas (DFW)
Your change fee and fare difference may be waived if you:
- Are traveling on an American Airlines flight
- Bought your ticket by January 9, 2020
- Are scheduled to travel January 10 - 11, 2020
- Can travel January 9 - 13, 2020
- Wish to change your origin and destination cities
- Rebook in the same cabin or pay the difference
Change your trip
If your trip is eligible, you can make a one-time change online. Here's how:- Find your trip
- If your trip is eligible, you'll see the option to 'change trip' in the toolbar
Delay your trip
We'll continue to waive change or cancellation fees to trips that include the listed cities for travel if you:- Bought your ticket by January 9, 2020
- Are scheduled to travel January 10 - 11, 2020
- Can travel January 9, 2020 and up to 331 days after your original ticket date
- Wish to change your origin and destination cities
Changes must be:
- Booked by January 11, 2020
- Completed within 1 year of original ticket date; difference in fare may apply
Call Reservations
Call Reservations to change your trip.Contact Reservations
Winter weather - Chicago
Information current as of January 9, 2020If you're traveling to / through / from:
- Chicago O'Hare (ORD)
Your change fee and fare difference may be waived if you:
- Are traveling on an American Airlines flight
- Bought your ticket by January 9, 2020
- Are scheduled to travel January 11 - 12, 2020
- Can travel January 9 - 14, 2020
- Don't change your origin or destination city
- Rebook in the same cabin or pay the difference
Change your trip
If your trip is eligible, you can make a one-time change online. Here's how:- Find your trip
- If your trip is eligible, you'll see the option to 'change trip' in the toolbar
Delay your trip
We'll continue to waive change or cancellation fees to trips that include the listed cities for travel if you:- Bought your ticket by January 9, 2020
- Are scheduled to travel January 11 - 12, 2020
- Can travel January 9, 2020 and up to 331 days after your original ticket date
- Wish to change your origin and destination cities
Changes must be:
- Booked by January 9, 2020
- Completed within 1 year of original ticket date; difference in fare may apply
Call Reservations
Call Reservations to change your trip.Contact Reservations
#3
Join Date: Jul 2004
Location: SNA
Programs: AA EXP, UA 1K (until it expires then never again), *wood Plat, Marriott Gold
Posts: 9,050
Try SYD or other call centers, a few months ago I was traveling with a friend during a DFW meltdown and US EXP line quoted me 20+ mins - I held on and got through in under 10 so not bad. As a general member got a ridiculously long estimated wait time from the US number, I told him to call the SYD line and they got through in under 5 minutes, I'd have to guess that EXP to one of the overseas numbers would be much quicker.
#4
Join Date: Feb 2005
Location: So Cal
Programs: UA scum/0.699MM, WN ALP/CP, Hyatt Diamond, MR Scum, Hertz PC, National EE, Avis PC
Posts: 5,284
Ridiculous general member wait times right now (corona virus?). Called last night to apply a mileage upgrade - 40-55 minute wait. Got my call back and was immediately transferred to a department that wasn't open (business contract booking). Called back again, got a 50-65 minute estimate. Got my call back and they couldn't do anything because it was a contract booking. Called the correct department this morning, got a 40-55 minute estimate, though call back came faster (maybe 20 minutes), but took a ridiculous amount of time to actually process the upgrade. First, Business contract desk had to contact AAdvantage which took a while. AAdvantage needed the rate desk which took a while. Guy at AAdvantage desk was really slow to apply an upgrade which I knew had C space available. He also tried to charge me a $75 expedite fee which I had to inform him was gone as of 1/15....
Overall took 16 minutes on the last call to apply the danged upgrade. Just sad

#5
Join Date: Sep 2012
Posts: 806
Just now, after successfully navigating the menu tree (trying to clean up after an AA schedule change):
"The department you have called is experiencing high call volume. We appreciate your patience, please try your call again later. <CLICK>."
#goingforgreat
"The department you have called is experiencing high call volume. We appreciate your patience, please try your call again later. <CLICK>."
#goingforgreat
#6
Join Date: Mar 2012
Posts: 30
#7
Join Date: Nov 2008
Location: LHR
Programs: Ex-NWA Plat
Posts: 1,445
Shortest wait time for AA call centers - which country?
I need to get on a phone call to cancel an AA issued ticket.
Which of the call centers are experiencing a short time before the calls are picked up?
FTer experiences and inputs most welcomed.
Which of the call centers are experiencing a short time before the calls are picked up?
FTer experiences and inputs most welcomed.
#8
A FlyerTalk Posting Legend
Join Date: Aug 2002
Location: NY Metro Area
Programs: AA 2MM Yay!, UA MM, Costco General Member
Posts: 44,330
I go through in the US. I selected the option to be called back and they did. This was on the Platinum line.
#11
Join Date: Sep 2017
Posts: 512
Called regular (no EXP status) line this morning to cancel an Award ticket for this evening. (Australia instituted a 14 day quarantine for all incoming international travelers.) No wait time.
I did take about 40 minutes to complete the transaction, however that was because they cancelled the three Award tickets in conjunction with the entire trip, and tonight's ticket was under Qantas control. The wait time was in reaching Qantas to release ticket due to high call volumes.
Given the circumstances, no wait time for an agent, and 45 minutes to cancel and return miles of three Award tickets (with no fees), was a phenomenal AA response. And the agent could not have been more pleasant and professional, even coming back several times on the line to let me know they hadn't forgotten about me and were still on hold with Qantas.
AA Grade for call: A+
I did take about 40 minutes to complete the transaction, however that was because they cancelled the three Award tickets in conjunction with the entire trip, and tonight's ticket was under Qantas control. The wait time was in reaching Qantas to release ticket due to high call volumes.
Given the circumstances, no wait time for an agent, and 45 minutes to cancel and return miles of three Award tickets (with no fees), was a phenomenal AA response. And the agent could not have been more pleasant and professional, even coming back several times on the line to let me know they hadn't forgotten about me and were still on hold with Qantas.
AA Grade for call: A+
#12
Join Date: Jan 2007
Location: PHX
Programs: AA ExPlat, BAEC Silver, IHG Ambassador Spire, HHonors Diamond, Bonvoy Lifetime Platinum
Posts: 322
Same here this morning. My August trip to Asia gone because of no more LAX-HKG-LAX. Agent was on the line in about 30 seconds, cancelled the trip, put me in for a refund. Said it might take a few days for the refund to hit my cc, or it might take 7-10 days, or it might take a little longer depending on how swamped the system is. She was done with it in about a minute. Efficient and very pleasant service from AA.
She said the calls were slowing down, but was expecting another deluge when/if domestic flights starting getting the axe.
She said the calls were slowing down, but was expecting another deluge when/if domestic flights starting getting the axe.
#13
Join Date: Aug 2004
Programs: AA (EXP), Hilton (Diamond), SPG (lowly Gold)
Posts: 7,778
#14
Join Date: Jan 2006
Location: SFOSJCOAK
Programs: AA-EXP & 1MM, AS MVP, MR-LT Titanium, HH Gold
Posts: 6,296
#15

Join Date: Jun 2003
Location: La Jolla, CA
Programs: Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond (C) Hyatt Explorist (M)
Posts: 2,589
Tried to call 4 or 5 times mid day only to have the computer ultimately tell me that they were too busy and to try back later.
Decided to try calling at 9:30 pm Pacific and got the option to have a call back around 2 hours later. It took 2 1/2 hours but I did receive a call at midnight.
And because I waited until they made an involuntary schedule change I’m getting a full refund (over 2K)
So wait if you can and don’t give up.
Decided to try calling at 9:30 pm Pacific and got the option to have a call back around 2 hours later. It took 2 1/2 hours but I did receive a call at midnight.
And because I waited until they made an involuntary schedule change I’m getting a full refund (over 2K)
So wait if you can and don’t give up.