Why don't displaced passengers call AA rather than stand in a long line
#1
FlyerTalk Evangelist
Original Poster
Join Date: Nov 2003
Location: Wesley Chapel, FL
Programs: American Airlines
Posts: 29,757
Why don't displaced passengers call AA rather than stand in a long line
DFW was a mess today due to storms. My flight was 3 hours late to Chicago. The plane was at the gate the whole time but the cabin crew and FO/Pilot were sourced from another flight. Anyway, there was a line of people from C33 to C26 waiting to talk to the agents at the customer service desk. Can't all these re-bookings be handled over the phone? Honestly the line was 500 people....
#5
FlyerTalk Evangelist
Original Poster
Join Date: Nov 2003
Location: Wesley Chapel, FL
Programs: American Airlines
Posts: 29,757
#6
Moderator: Avis and Rental Cars
Join Date: Oct 2006
Posts: 8,025
Phone agents are horrendous. I was in the air on a delayed flight to DFW and was going to misconnect. I had my wife call in and request I get rerouted from DFW-AAA to DFW-BBB, about an hour's drive away as it was the only flight with seats nearby tonight. Agent 1: "The flight to BBB is also delayed. I cannot put someone on a delayed flight". Agent 2: "That's not how airlines work" and that I basically have to get to DFW and see what options there are to get to AAA on the first available flight. Or pay the change fees to get to BBB.
I get to DFW and the Admirals Club agent didn't hesitate to put me on a flight to any nearby city that I wanted.
I get to DFW and the Admirals Club agent didn't hesitate to put me on a flight to any nearby city that I wanted.
#8
Join Date: May 2008
Location: PHL (kinda, no airport is really close)
Programs: AA Exp, but not sure for how long. Enterprise Platinum woo-hoo!
Posts: 4,546
I call and then start to deal with my other options. Since now you get that "callback" option you have a reasonable idea how long it will be to get a phone agent. And now that a headset is standard equipment for traveling it's a little easier too. However, it is true that sometimes the phone agents are frozen in the sense that they won't offer outside-the-box solutions to IRROPS, whereas airport agents will usually agree to any reasonable suggestion to get you where you're going if there are available seats.
#9
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Join Date: May 2004
Location: DFW/DAL
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#10
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,114
I call and then start to deal with my other options. Since now you get that "callback" option you have a reasonable idea how long it will be to get a phone agent. And now that a headset is standard equipment for traveling it's a little easier too. However, it is true that sometimes the phone agents are frozen in the sense that they won't offer outside-the-box solutions to IRROPS, whereas airport agents will usually agree to any reasonable suggestion to get you where you're going if there are available seats.
#12
Join Date: Dec 2014
Location: New York City + Vail, CO
Programs: American Airlines Executive Platinum, Marriott Bonvoy Ambassador Elite
Posts: 3,215
AA really needs to reliably get better in app and on kiosk self service options. They should just let the agents help people that don't have minor issues. I've only been offered self service recommendation on a few of my IRROPS/OSO flights.
#13
Join Date: May 2011
Location: Hoboken, NJ
Programs: AA Gold
Posts: 194
From my experience, app rebooking is only dependable when you have a nonstop flight that has been cancelled... Very bad with delays/misconnects/etc...
Also bad when youre connecting from somewhere and the last leg of your trip gets cancelled.
For example, I was on AA65 DFW-BOS last week which was canceled on the tarmac. I immediately was able to rebook on the first flight the next day... My seat mate was on a GDL-DFW-BOS routing and the app didnt offer him options despite the fact that he was in DFW and his final destination was BOS.
Also bad when youre connecting from somewhere and the last leg of your trip gets cancelled.
For example, I was on AA65 DFW-BOS last week which was canceled on the tarmac. I immediately was able to rebook on the first flight the next day... My seat mate was on a GDL-DFW-BOS routing and the app didnt offer him options despite the fact that he was in DFW and his final destination was BOS.
#14
Join Date: Aug 2015
Location: The FT AA forum, until it no longer wants me.
Programs: CK or bust
Posts: 1,913
#15
Suspended
Join Date: Sep 2006
Programs: AAdvantage PP
Posts: 13,913
Why do people stand in line for a paper boarding pass? Why do people seated in Group 9 rush the boarding gate when CK is called? Why do people stand in the aisle looking for god knows what while 200+ paxs are waiting to board. Why do people bring a crying baby on a redeye flight (seated in F/J no less)? Answer. If you want to know how stupid human beings can be just go to any airport and take a good look around.