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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 16, 20, 1:22 pm   -   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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="3"%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 2015-2017

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Old Jan 3, 18, 6:09 pm
  #1  
Original Poster
 
Join Date: Dec 2007
Location: ABE
Programs: AA G, UA, HH G
Posts: 141
Just a data point that y'all pulled my bacon out of the fire yet again, thank you FT. My flight MCO-CLT-PHL on 1/5 was going to be in the middle of (or, at the very least, screwed by) the winter storm. And having no status, I was trying to use the app to change the flight (which theoretically should work) but instead it would let me pick a new flight for 1/6 and then just crash/time out/bring me back to the main screen. I logged out and in, I tried Android, I tried iPhone, I prayed....

After hours of this (literally, my phone was dying at this point) I pulled up this Wiki and instead called Web Services at 1.800.222.2377. The very helpful young lady snagged me the last F seat on my preferred non-stop for 1/6 and must have thanked me for my custom/apologized for the app failure about 5 times.
JDiver likes this.
isabeloh is offline  
Old Jan 15, 18, 10:16 pm
  #2  
 
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, spg plat, aa plat, marriott plat
Posts: 3,350
Is there weather somewhere? 30 minute wait on exec line

I'm calling from Thailand and getting message of about 30 minute wait on exec. line. I had given up after 15 minutes on hold then called back and got this message. Even when there was bad weather I don't remember holds of this length. Anyone know what's going on? (btw I'm calling using my phone and it recognizes me and calls me by name)
estnet is offline  
Old Jan 15, 18, 10:35 pm
  #3  
 
Join Date: Jul 2001
Programs: AA EP
Posts: 1,847
I think it is the Dallas ft Worth weather and re accommodations from the alert posted.

30 min is nothing. It was 2 hours during the NE weather event last week.

Originally Posted by estnet View Post
I'm calling from Thailand and getting message of about 30 minute wait on exec. line. I had given up after 15 minutes on hold then called back and got this message. Even when there was bad weather I don't remember holds of this length. Anyone know what's going on? (btw I'm calling using my phone and it recognizes me and calls me by name)
AAExecPlatFlier is offline  
Old Jan 15, 18, 10:59 pm
  #4  
 
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, spg plat, aa plat, marriott plat
Posts: 3,350
Thanks - couldn't find that weather on the web with a quick search.
estnet is offline  
Old Jan 21, 18, 5:30 pm
  #5  
 
Join Date: Jan 2006
Programs: United, America
Posts: 5
I am getting similar hold times for the EXP line - consistently 20 minutes or so.
RioFlyer is offline  
Old Jan 22, 18, 10:30 am
  #6  
 
Join Date: Mar 2007
Posts: 2,379
Trying to apply a SWU last week and got EXP line with 2.5 hour wait. Called Sunday and had 30 min wait.
olouie is offline  
Old Jan 22, 18, 10:41 am
  #7  
 
Join Date: Mar 2016
Posts: 90
50 minute wait today
ckd38 is offline  
Old Jan 22, 18, 11:25 am
  #8  
 
Join Date: Feb 2006
Location: SEA
Programs: AA EXP, AS MVP
Posts: 256
The callback system also seems to be broken today -- I receive the callback, confirm that I'm on the phone, and it then rings once and disconnects. Sigh. I watched C inventory disappear while this happened twice today.
logicalrealist is offline  
Old Jan 22, 18, 12:29 pm
  #9  
 
Join Date: Mar 2007
Posts: 2,379
Originally Posted by logicalrealist View Post
The callback system also seems to be broken today -- I receive the callback, confirm that I'm on the phone, and it then rings once and disconnects. Sigh. I watched C inventory disappear while this happened twice today.
Sadly that is what happened to me too. Instead of waiting I now just tweet to them. It works 75% of the time.
olouie is offline  
Old Jan 22, 18, 12:30 pm
  #10  
 
Join Date: May 2015
Location: LAX
Programs: AA EXP
Posts: 157
Originally Posted by logicalrealist View Post
The callback system also seems to be broken today -- I receive the callback, confirm that I'm on the phone, and it then rings once and disconnects. Sigh. I watched C inventory disappear while this happened twice today.
In this situation, I'd recommend asking the Twitter team to process your upgrade. If it's miles + copay, they've been able to take the C inventory and tell me to call the EXP desk to provide my credit card for the copay. You will still have to wait on hold, but at least you get your upgrade before C disappears.
dciolli is offline  
Old Jan 23, 18, 10:07 am
  #11  
 
Join Date: Feb 2006
Location: SEA
Programs: AA EXP, AS MVP
Posts: 256
Originally Posted by olouie View Post
I now just tweet to them. It works 75% of the time.
Originally Posted by dciolli View Post
In this situation, I'd recommend asking the Twitter team to process your upgrade. If it's miles + copay, they've been able to take the C inventory and tell me to call the EXP desk to provide my credit card for the copay.
Thanks. This is really good to know. Embarrassingly, I had tweeted them a heads up about the phone system being not good, but didn't think to ask them to process the upgrades, or know they could.
logicalrealist is offline  
Old Jan 23, 18, 11:50 am
  #12  
 
Join Date: Mar 2007
Posts: 2,379
Originally Posted by logicalrealist View Post
Thanks. This is really good to know. Embarrassingly, I had tweeted them a heads up about the phone system being not good, but didn't think to ask them to process the upgrades, or know they could.
The twitter response times can be long too. Last time was over an hour or so for a response. And then some additional time for them to get more information. So give them as much as possible up front.
olouie is offline  
Old Jan 23, 18, 2:47 pm
  #13  
 
Join Date: Nov 2009
Location: FLL / MIA
Programs: AA EXP
Posts: 56
Originally Posted by RioFlyer View Post
I am getting similar hold times for the EXP line - consistently 20 minutes or so.
I needed to call the EXP line 3 times in the past week for various things (processing SWUs, etc.). Each time there was a delay and request from them to call back. The shortest wait time on any of these calls has been 12 minutes (longest was 24 mins). They days I called there were no significant weather events, and one was a Saturday (which is typically not as busy). Could this be the USAir management cutting back even more on service points? I hope not!
MARINFLL is offline  
Old Jan 24, 18, 3:39 am
  #14  
 
Join Date: Jan 2014
Posts: 372
I just called both the UK and US EXP lines. On both lines, I was put into the queue, with the ads, etc, then the line would ring, and some lady's voice rattled off something ending in "please call us back in 30 minutes." Then the line went dead. What is going on?
ShortDog is offline  
Old Jan 24, 18, 3:41 am
  #15  
 
Join Date: Jan 2014
Posts: 372
Finally reached someone - systems (not sure if EXP desk only or systemwide) are down, and they can't look up, create, or modify reservations right now.
ShortDog is offline  

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