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Long call wait / delay / hold times for AA phone lines (master thread)

Long call wait / delay / hold times for AA phone lines (master thread)

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Old Mar 21, 21, 9:40 am   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
Last edit by: JDiver
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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.


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)
Link to archived previous posts in ARCHIVE: Long wait / delay / hold times for AA phone lines (2014)
[/FONT]

"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.)
  • 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.
Also:

Originally Posted by Dr. HFH View Post
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
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



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Old Jan 9, 20, 5:33 pm
  #1  
Original Poster
 
Join Date: Aug 2008
Location: San Francisco
Programs: AA EXP; Marriott BonVoy Titanium Elite, SPG LT Plat
Posts: 1,521
Just called EXP line and was informed to expect a callback between 1.75 to 2.25 hrs. Wow... Something is up indeed.
Zacnlinc is offline  
Old Jan 9, 20, 5:40 pm
  #2  
 
Join Date: Aug 2015
Location: The FT AA forum, until it no longer wants me.
Programs: CK or bust
Posts: 1,554
Originally Posted by Zacnlinc View Post
Just called EXP line and was informed to expect a callback between 1.75 to 2.25 hrs. Wow... Something is up indeed.
There is a significant weather forecast for/impact the DFW and the ORD stations:

Severe weather - Dallas / Fort Worth

Information current as of January 9, 2020

If 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
Find your trip

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
These changes can't be made online – you must contact Reservations.

Call Reservations

Call Reservations to change your trip.

Contact Reservations

Winter weather - Chicago

Information current as of January 9, 2020

If 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
Find your trip

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
These changes can't be made online – you must contact Reservations.

Call Reservations

Call Reservations to change your trip.

Contact Reservations
Per: https://www.aa.com/i18n/travel-info/travel-alerts.jsp
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enpremiere is offline  
Old Jan 10, 20, 12:14 am
  #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
Originally Posted by Zacnlinc View Post
Just called EXP line and was informed to expect a callback between 1.75 to 2.25 hrs. Wow... Something is up indeed.
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.
Zacnlinc and enpremiere like this.
ryan182 is offline  
Old Jan 29, 20, 9:31 am
  #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
jasonvr is offline  
Old Feb 9, 20, 10:44 am
  #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
spongenotbob is online now  
Old Feb 9, 20, 3:58 pm
  #6  
 
Join Date: Mar 2012
Posts: 30
Originally Posted by spongenotbob View Post
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
Same thing, I was in F on a 777 transcon LAX-MIA. I woke up this morning and noticed I was rebooked on an A321 at a horrible time (no email, I just happened to check). I called and navigated the IVR and finally got a message “The department you have called is experiencing high call volume. We appreciate your patience.” I thought the system was about to offer a callback but then said “please try your call again later.” And HUNG UP on me. 3 times today. I’ve spent the afternoon wishing that everyone who works at AA gets diarrhea for a month.
MattFLL is offline  
Old Mar 16, 20, 4:14 am
  #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.
gottaluvNW is offline  
Old Mar 16, 20, 7:45 am
  #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
Originally Posted by gottaluvNW View Post
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.
I go through in the US. I selected the option to be called back and they did. This was on the Platinum line.
GadgetFreak is offline  
Old Mar 16, 20, 7:53 am
  #9  
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Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,005
AA's callback system works really well. It also prioritizes status just as when you call in and hold.
Often1 is offline  
Old Mar 16, 20, 7:57 am
  #10  
 
Join Date: Oct 2014
Location: DFW
Programs: AA EXP, Hilton Diamond, Marriott Gold
Posts: 83
Called EXP line yesterday at 6AM, no wait time.
Focke is offline  
Old Mar 16, 20, 8:39 am
  #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+
cmtlatitudes is offline  
Old Mar 16, 20, 11:01 am
  #12  
 
Join Date: Jan 2007
Location: PHX
Programs: AA ExPlat, BAEC Silver, IHG Ambassador Spire, HHonors Diamond, Bonvoy Lifetime Platinum
Posts: 322
Originally Posted by Focke View Post
Called EXP line yesterday at 6AM, no wait time.
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.
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kabroui is offline  
Old Mar 16, 20, 4:20 pm
  #13  
 
Join Date: Aug 2004
Programs: AA (EXP), Hilton (Diamond), SPG (lowly Gold)
Posts: 7,778
Originally Posted by kabroui View Post
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.
Couldn't you have been rebooked onto CX?
anabolism is offline  
Old Mar 16, 20, 8:24 pm
  #14  
 
Join Date: Jan 2006
Location: SFOSJCOAK
Programs: AA-EXP & 1MM, AS MVP, MR-LT Titanium, HH Gold
Posts: 6,296
Originally Posted by kabroui View Post
Same here this morning. My August trip to Asia gone because of no more LAX-HKG-LAX. ........
I must have not been keeping up to date. Has AA cancelled flights out to August already?
allset2travel is offline  
Old Mar 17, 20, 1:12 am
  #15  
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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.
damon88 is offline  

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