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)
Jan 4, 2018, 2:55 pm
#106
Join Date: Mar 2010
Location: DEN
Programs: Double OWE (AA EXP, QF Plat), FI Gold
Posts: 1,887
I, too, have noticed the decline. Much less proactive and they have told me to call the EXP desk rather than handling items that the "old" Twitter team would take care of right away. Unfortunate.
Jan 4, 2018, 3:30 pm
#107
Join Date: Jun 2016
Location: NYC,MIA,XFL
Programs: AA EXP, B6 Mosaic, DL PM
Posts: 863
Jan 4, 2018, 4:59 pm
#108
Join Date: Sep 2003
Location: W29
Programs: It's Complicated...
Posts: 6,808
I thought it was just me......noticed the same thing. Lets hope this is temporary as it was so great to count on them before.
Jan 4, 2018, 7:47 pm
#111
Join Date: May 2007
Programs: UA 1K, Hyatt Globalist
Posts: 5,447
I recently asked the Twitter team to help clear the domestic leg of a SWU'd international itinerary--the international leg had already cleared and I got an EF alert for C on the domestic leg. They managed to clear me but also deduct a second SWU in the process. They managed to reinstate the second SWU after I brought up their mistake.
Other than this, I haven't noticed any significant decline in the service quality of the Twitter team.
Other than this, I haven't noticed any significant decline in the service quality of the Twitter team.
Jan 4, 2018, 9:11 pm
#112
Join Date: Dec 2009
Location: New Orleans (MSY)
Programs: AA EXP, IHG PLT, Hilton Gold, Hyatt Explorist, Amtrak, WN
Posts: 2,617
Yes, they have. A number of reports here and elsewhere.
The most common examples I’ve observed:
Use of inapplicable boilerplate response
Referring you to reservations number (though they’re badly tied up)
Incorrect information
On the whole, they’re fairly decent, but quality has definitely deteriorated.
The most common examples I’ve observed:
Use of inapplicable boilerplate response
Referring you to reservations number (though they’re badly tied up)
Incorrect information
On the whole, they’re fairly decent, but quality has definitely deteriorated.
Further reduction in quality of the twitter team would be an absolutely huge blow.
Jan 4, 2018, 9:12 pm
#113
Join Date: Dec 2009
Location: New Orleans (MSY)
Programs: AA EXP, IHG PLT, Hilton Gold, Hyatt Explorist, Amtrak, WN
Posts: 2,617
Jan 5, 2018, 9:09 am
#116
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
I don’t remember much of a Twitter team prior to the merger. June - July 2015 is when people began using Twitter for consumer issues, so going on 2.5 years now. Merger occurred in 2013.
Last edited by JDiver; Jan 5, 2018 at 10:39 am
Jan 5, 2018, 9:27 am
#117
Join Date: Sep 2007
Location: stl
Programs: AA LT Plat/8.1mm now with 1350 miles left in my account and proud of it.. SPG LT Titanium.
Posts: 3,079
I have thought it odd that the best way to get things done at AA was twitter. It really doesn't surprise me that AA's penchant for cost cutting finally took it's toll here especially as it became what I perceive as more popular and demanded more resources.
Jan 5, 2018, 9:32 am
#118
Join Date: Sep 2000
Location: New York, New York
Programs: AA Gold, Alaska MVP; Free Agent Super Duper Diamond Treasure Chest ;)
Posts: 4,682
Jan 5, 2018, 9:43 am
#119
Join Date: Mar 2010
Location: DEN
Programs: Double OWE (AA EXP, QF Plat), FI Gold
Posts: 1,887