Feb 11, 2016, 2:34 pm
Last edit by: Prospero
American Airlines has eliminated direct contact with American Airlines Customer Relations other than using the e-form via aa.com or Phoenix "snail mail" address (link).
At the same time, AA has turned more toward social media for customer contact. The Twitter team seems to be empowered to handle a number of issues, though there are still some limitations. Securing PNRs for partner airlines or codeshares operated by AA, OSO / IROPS, misposting of Miles, etc. seem to be tasks they can do easily.
The latest iterations of the American Airlines app for iOS and Android have a Twitter contact function (2018).
Please feel free to edit or update / add to this wikipost as we learn more about the capabilities of the @AmericanAir Twitter team.
Link to YouTube video: #SocialBell: Tips for Social Engagement feat. American Airlines
As posted by samm, “They proactively associate AAdvantage profiles with twitter handles and maintain them, so they know who you are and where you're traveling as soon as you begin the conversation.”
Other possible uses include getting e-ticket numbers for Awards, PNRs for other airlines on your itinerary, seat changes, Award redeposit after cancellations, etc. Cimplicated reaccommodation issues and the like might be easier to handle with a telephone agent, but if there are massive OSO / IROPS, try the Twitter team; response is generally very fast.
Resources:
Contacting American Airlines Customer Relations & Complaint, Issues (master thread)
AA Twitter Team Kudos and Customer Experience
Please share your customer experiences with @AmericanAir, the AA Twitter team, here.
For further information on using the AA Twitter team, please see Using AA Twitter social media team: how, what, when (master thd)
At the same time, AA has turned more toward social media for customer contact. The Twitter team seems to be empowered to handle a number of issues, though there are still some limitations. Securing PNRs for partner airlines or codeshares operated by AA, OSO / IROPS, misposting of Miles, etc. seem to be tasks they can do easily.
The latest iterations of the American Airlines app for iOS and Android have a Twitter contact function (2018).
Please feel free to edit or update / add to this wikipost as we learn more about the capabilities of the @AmericanAir Twitter team.
Link to YouTube video: #SocialBell: Tips for Social Engagement feat. American Airlines
Frequently Asked Questions / FAQ
Q. How do I use this channel of communication?
You must first sign up for a (free) Twitter account. When you do, Subscribe to the AA Twitter channel: @AmericanAir.
Note: Getting assistance from Twitter for a specific reservation can be improved by communicating with them by using the DM / Direct Message (like FT PM) system, where you can include your PNR and details privately - and your AAdvantage number and EP status so they can link it with your Twitter profile.
Any Twitter account can send @AmericanAir a direct message. In the past, AA had to be following you for you to send them a DM; this is no longer true.
Q. How can they help?
@AmericanAir can assist with OSO (Off-Schedule Operations - IROPS "IRROPS") when it might otherwise take a long time to get a response from the telephone desk employees. There are many things that @AmericanAir can do when time is of the essence; read posts below for more.
Q. Can I report service issues?
Certainly.
Q. Can I laud or compliment excellent service?
Certainly. The Twitter team will log these and for AA employees (including employees of wholly owned subsidiaries, but not contractor employees) and pass on compliments to supervisors, who will add them to the employee's personnel record.
Q. How do I use this channel of communication?
You must first sign up for a (free) Twitter account. When you do, Subscribe to the AA Twitter channel: @AmericanAir.
Note: Getting assistance from Twitter for a specific reservation can be improved by communicating with them by using the DM / Direct Message (like FT PM) system, where you can include your PNR and details privately - and your AAdvantage number and EP status so they can link it with your Twitter profile.
Any Twitter account can send @AmericanAir a direct message. In the past, AA had to be following you for you to send them a DM; this is no longer true.
Q. How can they help?
@AmericanAir can assist with OSO (Off-Schedule Operations - IROPS "IRROPS") when it might otherwise take a long time to get a response from the telephone desk employees. There are many things that @AmericanAir can do when time is of the essence; read posts below for more.
Q. Can I report service issues?
Certainly.
Q. Can I laud or compliment excellent service?
Certainly. The Twitter team will log these and for AA employees (including employees of wholly owned subsidiaries, but not contractor employees) and pass on compliments to supervisors, who will add them to the employee's personnel record.
Other possible uses include getting e-ticket numbers for Awards, PNRs for other airlines on your itinerary, seat changes, Award redeposit after cancellations, etc. Cimplicated reaccommodation issues and the like might be easier to handle with a telephone agent, but if there are massive OSO / IROPS, try the Twitter team; response is generally very fast.
Resources:
Contacting American Airlines Customer Relations & Complaint, Issues (master thread)
AA Twitter Team Kudos and Customer Experience
Please share your customer experiences with @AmericanAir, the AA Twitter team, here.
For further information on using the AA Twitter team, please see Using AA Twitter social media team: how, what, when (master thd)
Using AA Twitter social media team: how, what, when (master thread)
Dec 7, 2015, 1:49 am
#31
Join Date: Jul 2007
Programs: QFF
Posts: 5,304
They are helpful and usually quick to respond, if they understand the issue you are talking about.
I've had times where they are very quick at fixing a problem that other contact methods refused to, but at others they've been quick to push me off to someone else.
A few months ago, I asked them if they could confirm what aircraft type was operating a flight (provided flight number, route and date) as timetable, booking and travel paperwork all said different things. Rather then hitting a few keys on their computer and answering the question, they said "call reservations".
I've had times where they are very quick at fixing a problem that other contact methods refused to, but at others they've been quick to push me off to someone else.
A few months ago, I asked them if they could confirm what aircraft type was operating a flight (provided flight number, route and date) as timetable, booking and travel paperwork all said different things. Rather then hitting a few keys on their computer and answering the question, they said "call reservations".
Dec 7, 2015, 5:38 am
#32
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
They are helpful and usually quick to respond, if they understand the issue you are talking about.
I've had times where they are very quick at fixing a problem that other contact methods refused to, but at others they've been quick to push me off to someone else.
A few months ago, I asked them if they could confirm what aircraft type was operating a flight (provided flight number, route and date) as timetable, booking and travel paperwork all said different things. Rather then hitting a few keys on their computer and answering the question, they said "call reservations".
I've had times where they are very quick at fixing a problem that other contact methods refused to, but at others they've been quick to push me off to someone else.
A few months ago, I asked them if they could confirm what aircraft type was operating a flight (provided flight number, route and date) as timetable, booking and travel paperwork all said different things. Rather then hitting a few keys on their computer and answering the question, they said "call reservations".
Generally sounds like the social media team has a much better customer satisfaction rating than the web team.
Dec 8, 2015, 1:11 am
#33
Suspended
Join Date: Sep 2014
Posts: 3,072
Twitter is definitely meant for more pressing requests. A guy on there today complained about a schedule change that would cost him a 5-hour wait. The AA Twitter team dutifully responded ... only to find out the guy's flight is in April.
Feb 11, 2016, 11:37 am
#34
Join Date: Oct 2010
Location: SEA
Programs: UA 1K, AS MVPG, DL GM, Marriott Titanium, Hilton Diamond
Posts: 2,266
Kudos to the AA Twitter Team
I just wanted to start a thread to say I'm quite impressed with the AA Twitter team - the response time has been incredible and their abilities are impressive (SWUs, IROPs, schedule changes, etc). Having flown DL a lot I know their customer service is great but the Twitter team at AA is giving DL a run for their money 😊 Keep up the good work! Hope others have similar experiences!
Feb 11, 2016, 12:18 pm
#37
Join Date: Sep 2005
Location: Columbia, SC
Programs: AA Plat, SPG/Marriot Gold, HHonors Diamond, Hyatt Expl
Posts: 2,363
Feb 11, 2016, 12:22 pm
#38
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,371
Feb 11, 2016, 1:21 pm
#39
A FlyerTalk Posting Legend
Join Date: Dec 2000
Location: Potomac Falls, VA
Programs: AA Plat 2MM, MR Gold, Avis Pref
Posts: 41,109
Can you guys give some examples of how AA Twitter helps you?
I have had a twitter account for five months. I signed up strictly to get school information for my kids as this is their primary means of communications especially for sports.
I have never sent a tweet and have only followed four school twitter accounts.
Would I have to follow AA in order to get a benefit? if yes, then I presume I will be bombarded with AA tweets 24/7 (or am I wrong)?
I have had a twitter account for five months. I signed up strictly to get school information for my kids as this is their primary means of communications especially for sports.
I have never sent a tweet and have only followed four school twitter accounts.
Would I have to follow AA in order to get a benefit? if yes, then I presume I will be bombarded with AA tweets 24/7 (or am I wrong)?
Feb 11, 2016, 1:36 pm
#40
Join Date: Apr 2009
Location: YYF/YLW
Programs: AA, DL, AS, VA, WS Silver
Posts: 5,950
Can you guys give some examples of how AA Twitter helps you?
I have had a twitter account for five months. I signed up strictly to get school information for my kids as this is their primary means of communications especially for sports.
I have never sent a tweet and have only followed four school twitter accounts.
Would I have to follow AA in order to get a benefit? if yes, then I presume I will be bombarded with AA tweets 24/7 (or am I wrong)?
I have had a twitter account for five months. I signed up strictly to get school information for my kids as this is their primary means of communications especially for sports.
I have never sent a tweet and have only followed four school twitter accounts.
Would I have to follow AA in order to get a benefit? if yes, then I presume I will be bombarded with AA tweets 24/7 (or am I wrong)?
I can't remember if you still have to follow AA for them to be able to direct message you and have them follow you to be able to direct message them; that used to be the case, but Twitter changed their rules a few months (years?) ago. If you can't direct message them, follow them and send them a public Tweet asking them to follow you and they will.
Yes, if you follow them, their public Tweets (anything that doesn't begin with a Twitter user who you don't follow) will show up in your feed. Any Tweets by @AmericanAir directed to a specific user (begin with @userX) will not appear in your feed. But they don't Tweet publicly all that much; a handful per day.
I've used Alaska, Delta, and AA's Twitter teams a good bit over the last few years; they're all very good. I wouldn't say one is appreciably better than the others.
Feb 15, 2016, 8:28 am
#41
Join Date: Jun 2012
Location: XNA
Programs: AA Gold, AS, HA, CX, AF, BA, UA, HH
Posts: 164
They are helpful and usually quick to respond, if they understand the issue you are talking about.
I've had times where they are very quick at fixing a problem that other contact methods refused to, but at others they've been quick to push me off to someone else.
A few months ago, I asked them if they could confirm what aircraft type was operating a flight (provided flight number, route and date) as timetable, booking and travel paperwork all said different things. Rather then hitting a few keys on their computer and answering the question, they said "call reservations".
I've had times where they are very quick at fixing a problem that other contact methods refused to, but at others they've been quick to push me off to someone else.
A few months ago, I asked them if they could confirm what aircraft type was operating a flight (provided flight number, route and date) as timetable, booking and travel paperwork all said different things. Rather then hitting a few keys on their computer and answering the question, they said "call reservations".
"Please give our office a call to discuss the changes you'd like to make for your itinerary."
Feb 15, 2016, 8:40 am
#42
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
Contacted them via DM asking for help with reroute via DFW - MAD - ATH because of a flight schedule cancellation / change that customer service wants to reroute through LHR for more $ even though this was an involuntary cancellation. Got this response:
"Please give our office a call to discuss the changes you'd like to make for your itinerary."
"Please give our office a call to discuss the changes you'd like to make for your itinerary."
It seems they're not interested in getting involved in more routine issues that are less than immediate, so they'll refer to the AAdvantage Customer Service for those.
Feb 19, 2016, 9:18 pm
#43
Join Date: May 2014
Location: PHL and beyond
Programs: AA CK, Marriott Platinum, Hertz PC
Posts: 247
AA Social Media / AAdvantage linking
The folks at the @AmericanAir Twitter handle are always very nice, and if I tweet or DM me then they directly respond, including details about my flight or account.
It's a nice thing to happen especially during IRROPs when the EXP desk might have a 90 minute wait.
Does anyone know how they track customers on social media? Do they have the details of all customers who are active on Twitter or elsewhere? Or is this just for folks who are active on SM?
It's a nice thing to happen especially during IRROPs when the EXP desk might have a 90 minute wait.
Does anyone know how they track customers on social media? Do they have the details of all customers who are active on Twitter or elsewhere? Or is this just for folks who are active on SM?
Feb 20, 2016, 6:44 am
#45
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
The folks at the @AmericanAir Twitter handle are always very nice, and if I tweet or DM me then they directly respond, including details about my flight or account.
It's a nice thing to happen especially during IRROPs when the EXP desk might have a 90 minute wait.
Does anyone know how they track customers on social media? Do they have the details of all customers who are active on Twitter or elsewhere? Or is this just for folks who are active on SM?
It's a nice thing to happen especially during IRROPs when the EXP desk might have a 90 minute wait.
Does anyone know how they track customers on social media? Do they have the details of all customers who are active on Twitter or elsewhere? Or is this just for folks who are active on SM?
OP, we've merged your query into the existing thread concerning @AmericanAir and Twitter.
/Moderator