Jun 18, 2015, 9:11 am
Last edit by: JDiver
AA "Enhanced" IVR / Interactive Voice Response System
including "Remember Me" discontinuation (as of 19 May 2015), quality, etc.
Note: bypass command is "Agent"; one can also tap "0" several times.
Note: The IVR recognizes ICAO / NATO phonetic alphabet; that can come in handy when IVR can't respond to accents:
ICAO / NATO phonetic alphabet
NOTE: Numbers pronounced as normal, but for “fife” and “niner”.
NOTE: “Concierge” and "Executive Platinum" Desks are separate agents, allegedly with extensive knowledge and supervisor powers. (Gold, Platinum and Platinum Pro "desks" are prioritized lines into the main telephone service bank).
Consolidation (Los Angeles, Tucson, Hartford EP Desk center's have been closed) and the need to bring in new agents have seemingly reduced the quality of EXP Desk services.
including "Remember Me" discontinuation (as of 19 May 2015), quality, etc.
Our interactive voice response system
When you call, just tell the system what you need and the information will be passed along to an agent. If your cell number is saved in your account the system will recognize who you are and can help you with things like:
To make sure you’re recognized: AAdvantage customer service
Did you sign up for Remember Me? The new system will provide you with all the help you need and more, but getting recognized is a little different – as long as you have a unique cell number in your account we’ll recognize you. It’s that easy and there’s no need to sign up.
Update your AAdvantage account
When you call, just tell the system what you need and the information will be passed along to an agent. If your cell number is saved in your account the system will recognize who you are and can help you with things like:
- Flight information, including connecting flights
- Reservations assistance
- AAdvantage mileage balance and elite qualifying activity
- 500-mile upgrade notifications for elite status members
- Save your cell number in your AAdvantage account
- Don’t include this number in any other account, like your child’s account
- Call us from this cell phone
- Include your AAdvantage number in all reservations
- If you need help with recognition of your cell phone number please contact AAdvantage Customer Service.
Did you sign up for Remember Me? The new system will provide you with all the help you need and more, but getting recognized is a little different – as long as you have a unique cell number in your account we’ll recognize you. It’s that easy and there’s no need to sign up.
Update your AAdvantage account
E-mail from AA 18 June 2015:
Hello John Q. Customer,
AAdvantage® Executive Platinum Number: I28IVR
If you've called us recently, you probably noticed we're speaking in a new voice. We've made enhancements to our voice response system that are designed to be more conversational so you can tell us what you need in a few short phrases. When prompted, your responses allow us to get you the information you need on the spot, or pass the details you provide through to an agent. Your interactions will help us fine-tune the system and improve its responsiveness.
Learn more »
Recognition is now handled differently and the "Remember Me" service you subscribed to no longer applies. Our system will recognize you when you're calling on your cell phone, as long as that cell number is listed in your American Airlines AAdvantage account — and not in any other member's account. With this functionality, we'll be able to quickly pull up your account to answer your questions and proactively provide you with your flight information. We understand that sometimes you prefer to speak with a person and we're working on ways to help you reach an agent more quickly. Please keep the feedback coming, we are listening and refining the system based on your direct feedback.
Update your cell phone number
Hello John Q. Customer,
AAdvantage® Executive Platinum Number: I28IVR
If you've called us recently, you probably noticed we're speaking in a new voice. We've made enhancements to our voice response system that are designed to be more conversational so you can tell us what you need in a few short phrases. When prompted, your responses allow us to get you the information you need on the spot, or pass the details you provide through to an agent. Your interactions will help us fine-tune the system and improve its responsiveness.
Learn more »
Recognition is now handled differently and the "Remember Me" service you subscribed to no longer applies. Our system will recognize you when you're calling on your cell phone, as long as that cell number is listed in your American Airlines AAdvantage account — and not in any other member's account. With this functionality, we'll be able to quickly pull up your account to answer your questions and proactively provide you with your flight information. We understand that sometimes you prefer to speak with a person and we're working on ways to help you reach an agent more quickly. Please keep the feedback coming, we are listening and refining the system based on your direct feedback.
Update your cell phone number
ICAO / NATO phonetic alphabet
NOTE: Numbers pronounced as normal, but for “fife” and “niner”.
NOTE: “Concierge” and "Executive Platinum" Desks are separate agents, allegedly with extensive knowledge and supervisor powers. (Gold, Platinum and Platinum Pro "desks" are prioritized lines into the main telephone service bank).
Consolidation (Los Angeles, Tucson, Hartford EP Desk center's have been closed) and the need to bring in new agents have seemingly reduced the quality of EXP Desk services.
AA Service Phone Voice Recognition / IVR Issues (After May 2015)
Mar 17, 2018, 5:10 am
#318
Join Date: Jun 2013
Location: Roswell, GA
Programs: AA EXP 2.8m,Lifetime PLT, Hilton Diamond, IHG PlLT, SPG Gold
Posts: 3,191
do you have more than 1 AA FF associated with the phone number, Once I added my daughters account to my phone number, it did not know who I was
Mar 17, 2018, 8:12 am
#320
Join Date: Feb 2003
Location: USA & UK -- AA EXP 3.5MM, Hyatt Diamond, SPG Plat, Avis President's Club
Posts: 6,411
I've been trying to solve this for 2+ years. Whenever I call the EXP line, my phone number (calling from my mobile) is not recognized. I need to speak slowly my AAdvantage number. IIRC, this worked about 3 years ago, but no longer for me.
I've update my profile several times.
AA EXP CSR has no other ideas except updating my phone number in my profile, so I'm looking for wisdom form this group.
Any ideas or similar experiences?
I've update my profile several times.
AA EXP CSR has no other ideas except updating my phone number in my profile, so I'm looking for wisdom form this group.
Any ideas or similar experiences?
Theory: your cell phone is associated with multiple accounts.
When AA first established the "Remember Me" functionality, it wanted a unique match among ENROLLED phone numbers. Now it wants a unique match, even if the other accounts are inactive.
Suggestion: Call AA and ask them if they can (and will) tell you which other account is associated with your cell phone number.
Mar 17, 2018, 9:30 pm
#321
Join Date: Dec 2008
Location: Dallas, TX
Programs: AA EXP 3MM; LH FT (*A Silver); Marriott Rewards Platinum Elite; Starwood Corporate Preferred
Posts: 782
That was my problem back when they merged. The account I created for my mom had my cell number....it took a good AAdvantage agent a few minutes to do a phone number search to find the account - since I’d forgotten all about my moms account.
Once I removed the number from my moms account, the system started working....
Once I removed the number from my moms account, the system started working....
Mar 17, 2018, 9:34 pm
#322
Join Date: Mar 2003
Location: NYC/PSP
Programs: AA EXP, A3 Gold
Posts: 4,106
That was my problem back when they merged. The account I created for my mom had my cell number....it took a good AAdvantage agent a few minutes to do a phone number search to find the account - since I’d forgotten all about my moms account.
Once I removed the number from my moms account, the system started working....
Once I removed the number from my moms account, the system started working....
Mar 21, 2018, 5:20 pm
#323
Join Date: Sep 2000
Location: Dallas, TX
Programs: AA PLAT, *wood Gold, Marriott Silver
Posts: 434
solved!!
fotographer, you nailed it! Two of my kids had my phone number listed in their profiles. (They are minors, and contact phone number is a mandatory field). I removed them and then called 5 mins later. System recognized me right away.
Once again, this community shows more knowledge and tricks than AA itself.
Once again, this community shows more knowledge and tricks than AA itself.
Mar 21, 2018, 8:59 pm
#324
Join Date: Dec 2004
Location: Under the Cone of Silence
Programs: UA Gold; AA Dirt; HH Diamond; National Emerald; CONTROL SecretAgent Platinum; KAOS EvilFlyer Gold
Posts: 1,499
fotographer, you nailed it! Two of my kids had my phone number listed in their profiles. (They are minors, and contact phone number is a mandatory field). I removed them and then called 5 mins later. System recognized me right away.
Once again, this community shows more knowledge and tricks than AA itself.
Once again, this community shows more knowledge and tricks than AA itself.
Mar 22, 2018, 8:21 am
#325
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Yes, technology leaps backwards! I understand the thought process but it was simply wrong. If a phone number has multiple accounts, then select the highest account to present to the agent as it's likely that member that is calling unless they are sharing a phone. And the logic that it must be a cellular number is fraught with issues (i.e. ported numbers?), again not really thought through. Let's hope they are making note is these issues and will reconsider when it's time to develop the next system when they merge again.
Mar 22, 2018, 12:30 pm
#327
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
Mar 22, 2018, 3:20 pm
#329
Join Date: Sep 2013
Location: MSN
Programs: AA, BAEC Gold
Posts: 3,928
Mar 22, 2018, 8:09 pm
#330
Join Date: Nov 2008
Location: UK/USA
Programs: AA EXP
Posts: 830
