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 youre 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 well recognize you. Its that easy and theres 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
- Dont include this number in any other account, like your childs 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 well recognize you. Its that easy and theres 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)
Jun 14, 2015, 11:37 am
#121
Join Date: Dec 2008
Location: Dallas, TX
Programs: AA EXP 3MM; LH FT (*A Silver); Marriott Rewards Platinum Elite; Starwood Corporate Preferred
Posts: 782
Ug. Based on the email I just got from AA, the "speak agent 3 times" isn't going away. They actually said "The next time you call, should you need assistance at anytime during this process, after the initial instructional message and prompt, simply answer with the word "agent" after the next 3 consecutive prompts (or press zero 3 times) and you will automatically be transferred to a reservation specialist." I can't believe they accept this as reasonable.
I can't get my cell phone to be recognized. Same phone for 10 years and no issue before this joke of a system was installed. Anyone have any tricks to get their number to be recognized???
I can't get my cell phone to be recognized. Same phone for 10 years and no issue before this joke of a system was installed. Anyone have any tricks to get their number to be recognized???
Jun 14, 2015, 12:02 pm
#122
Join Date: Nov 2011
Location: ORD
Programs: status free since 2017
Posts: 2,190
Ug. Based on the email I just got from AA, the "speak agent 3 times" isn't going away. They actually said "The next time you call, should you need assistance at anytime during this process, after the initial instructional message and prompt, simply answer with the word "agent" after the next 3 consecutive prompts (or press zero 3 times) and you will automatically be transferred to a reservation specialist." I can't believe they accept this as reasonable.
I can't get my cell phone to be recognized. Same phone for 10 years and no issue before this joke of a system was installed. Anyone have any tricks to get their number to be recognized???
I can't get my cell phone to be recognized. Same phone for 10 years and no issue before this joke of a system was installed. Anyone have any tricks to get their number to be recognized???
Jun 14, 2015, 12:15 pm
#123
Join Date: Dec 2008
Location: Dallas, TX
Programs: AA EXP 3MM; LH FT (*A Silver); Marriott Rewards Platinum Elite; Starwood Corporate Preferred
Posts: 782
Jun 14, 2015, 1:40 pm
#126
Join Date: Jan 2013
Location: BOS
Programs: AA EXP, DL PM, Hyatt Diamond
Posts: 2,028
I just spoke with the EXP desk, and as usual these days, mentioned the poor phone system. Agent said she just got out of a meeting about all the complaints, and she told me that they are "working on fixing it."
She said that our complaints were VERY heard, and changes should be rolling out soon, FWIW.
She said that our complaints were VERY heard, and changes should be rolling out soon, FWIW.
Jun 14, 2015, 7:19 pm
#127
Join Date: Jan 2000
Location: SMF
Programs: UA 1K MM, AA EXP
Posts: 1,538
1 hour wait?
hhmmh this EXP's expereince today trying to book paid open jaw ticket:
1. Mobile phone recognized.
2. Lots of answering of questions
3. Voice tells me I will need an agent
4. Advised of 45min-1h 3 min wait and asked if I would prefer a call back (!!) aaahh yes please.
WOW - all this to spend $2600
Oh and why was I on the phone in the first place? "System error" on website when trying to pay for this flight.
Lurker
1. Mobile phone recognized.
2. Lots of answering of questions
3. Voice tells me I will need an agent
4. Advised of 45min-1h 3 min wait and asked if I would prefer a call back (!!) aaahh yes please.
WOW - all this to spend $2600
Oh and why was I on the phone in the first place? "System error" on website when trying to pay for this flight.
Lurker
Jun 14, 2015, 10:22 pm
#128
Join Date: Dec 2005
Location: California
Programs: AA EXP...couple hotels and cars too
Posts: 4,548
Keep hammering them. Every time I call, I have them write it up. LAst time the agent said "Geez, I have three sitting here I need to submit.." I said. "tell you what- I'll wait while you get those done and add mine".
I specifically complained that there decision to only recognize a cell phone was a flawed decision, and whoever made the decision and still appears to be thinking it was a good idea should be fired". She laughed.
I specifically complained that there decision to only recognize a cell phone was a flawed decision, and whoever made the decision and still appears to be thinking it was a good idea should be fired". She laughed.
Jun 15, 2015, 1:18 am
#129
Join Date: Feb 2012
Location: SAN
Programs: AA-EXP; US-Silver; Marriott-Platinum; Starwood-Platinum; Hilton-Gold
Posts: 1,260
So did I. I just spent 20 minutes on hold at 0016 PST (no weather delays I am aware of) to book voucher tickets. Which, by the way, blows my mind that I have to mail these puppies in. I complained about it not recognzing my number (again). Hopefully it is not falling on deaf ears. When will they realize that the system isn't adequate? And why try to change what is not broke?
Jun 15, 2015, 5:42 am
#130
Join Date: Apr 2005
Location: RIC,JFK,HND,HKG,BKK,CGK
Programs: AA-EXP,MAR-LTP;WoH-E;HH-G
Posts: 58
I'm sure some know this, but I just noticed that you can bypass the "restricted items" notice by saying "continue" when it starts playing that message.
I can understand putting this message on the general reservations line, but playing this message on the EXP line is a waste of everyone's time - I'm pretty sure 99.999% of EXP's know what they can and can't bring onto a flight...
I can understand putting this message on the general reservations line, but playing this message on the EXP line is a waste of everyone's time - I'm pretty sure 99.999% of EXP's know what they can and can't bring onto a flight...
Jun 15, 2015, 6:57 am
#131
Join Date: Jun 2001
Location: New York, NY
Posts: 3,698
I'm sure some know this, but I just noticed that you can bypass the "restricted items" notice by saying "continue" when it starts playing that message.
I can understand putting this message on the general reservations line, but playing this message on the EXP line is a waste of everyone's time - I'm pretty sure 99.999% of EXP's know what they can and can't bring onto a flight...
I can understand putting this message on the general reservations line, but playing this message on the EXP line is a waste of everyone's time - I'm pretty sure 99.999% of EXP's know what they can and can't bring onto a flight...
Thanks for the tip on saying "continue" right away, though--will definitely try that next time.
Jun 15, 2015, 8:25 am
#132
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
hhmmh this EXP's expereince today trying to book paid open jaw ticket:
1. Mobile phone recognized.
2. Lots of answering of questions
3. Voice tells me I will need an agent
4. Advised of 45min-1h 3 min wait and asked if I would prefer a call back (!!) aaahh yes please.
WOW - all this to spend $2600
Oh and why was I on the phone in the first place? "System error" on website when trying to pay for this flight.
Lurker
1. Mobile phone recognized.
2. Lots of answering of questions
3. Voice tells me I will need an agent
4. Advised of 45min-1h 3 min wait and asked if I would prefer a call back (!!) aaahh yes please.
WOW - all this to spend $2600
Oh and why was I on the phone in the first place? "System error" on website when trying to pay for this flight.
Lurker
Jun 15, 2015, 12:39 pm
#133
Join Date: Mar 2006
Location: MCO
Programs: aa EXP, delta Diamond, hh Diamond, marriott plat premier+ambassador, hertz PC, Avis preferred plus
Posts: 34
solution to the new phone system not recognizing your mobile number
Hi,
I too have been frustrated with the new USair DBA AA phone system just saying you are calling from a cellphone and then requiring my advantage number. The problem is the new system looks for any account with the number attached to it. My daughters AA account had my number on the profile that was confusing the system. That has been removed and now the system recognizes me.
So if the system says you are calling from a cellphone have the agent check other accounts that might have your number on them.
I too have been frustrated with the new USair DBA AA phone system just saying you are calling from a cellphone and then requiring my advantage number. The problem is the new system looks for any account with the number attached to it. My daughters AA account had my number on the profile that was confusing the system. That has been removed and now the system recognizes me.
So if the system says you are calling from a cellphone have the agent check other accounts that might have your number on them.
Jun 15, 2015, 12:55 pm
#135
Join Date: Nov 2011
Location: ORD
Programs: status free since 2017
Posts: 2,190