Mar 8, 2021, 11:15 am
Last edit by: JDiver
ARCHIVE of 2015-2019 posts on this topic.
For current thread, please see here.
AA operates non-status, Gold, Platinum and Platinum Pro combined call center as well as Executive Platinum, Concierge Key dedicated call centers.
Read on for alternatives
There can be several causes of lengthy call answering, among them irregular or off schedule operations (OSO / IROPS) caused by weather.
● Call wait times extend as OSO develop - storms, etc. particularly affecting hubs, which produce knock-on effects that may persist a day or two.
● You can see current AA travel policies: https://www.aa.com/i18n/travelInform...avelAlerts.jsp
● You can always check FlightStats current North America airport delays, for example, to see how things are - here.
● For other useful links, tools etc. see the wiki for AA OSO, IROPS / IRROPS, delay, cancelation etc. resources (master thread).
● Try using the AA Twitter team: @AmericanAir can help. Send them a request they follow you so you can send them DM (Direct Messages), then you can send them your AAdvantage number and EP status,which they can add to their profile on you. Then you can DM them privately with your PNR etc. (You must have a Twitter account.) This can be useful and rapid.
● At times like these AA may open their OSO (Off-Schedule Operations) desk to help inconvenienced travelers. 800-446-7834 is the number, and the desk is only staffed during severe OSO. (Please call only if your travel is disrupted, of course.)
● Others have called 1.800.222.2377 (web services) and had shorter response times.
● If you speak Castilian Spanish, Chinese Mandarin, Japanese or use a TDD, you may get faster attention; see numbers below.
● You can try calling non-USA numbers, listed here:
● bchandler42 reports "During weather events, the elite line will have the option to press 1 for the callback. I use that, longest I've ever waited was about 40 minutes which was accurate with the expected time it gave me."
● giblet called Thailand using Skype (2.3 cents a minute).
● There is one call-handling nexus, with prioritized lines for Gold, Platinum and Platinum Pro status holders, and separate Executive Platinum and Concierge Key "desks". Gold, Platinum and Platinum Pro callers are prioritized to be answered by the same agents that respond to non-status customers.
Link to archived previous posts in ARCHIVE: Long wait / delay / hold times for AA phone lines (2014) [/FONT]
Also:
and
Link to USA airport delays (FlightAware)
Link to FlightAware “Misery Map” (graphic representation of troubles on a USA map)
Link to AA cancelled flights today (FlightAware)
Link to cancelled flights (today, to two days out - FlightAware)
Link to FT Original Routing Credit thread in cases of involuntary reroute
Link to archive of this thread, posts 2015-2019
For current thread, please see here.
AA operates non-status, Gold, Platinum and Platinum Pro combined call center as well as Executive Platinum, Concierge Key dedicated call centers.
Read on for alternatives
There can be several causes of lengthy call answering, among them irregular or off schedule operations (OSO / IROPS) caused by weather.
● Call wait times extend as OSO develop - storms, etc. particularly affecting hubs, which produce knock-on effects that may persist a day or two.
● You can see current AA travel policies: https://www.aa.com/i18n/travelInform...avelAlerts.jsp
● You can always check FlightStats current North America airport delays, for example, to see how things are - here.
● For other useful links, tools etc. see the wiki for AA OSO, IROPS / IRROPS, delay, cancelation etc. resources (master thread).
● Try using the AA Twitter team: @AmericanAir can help. Send them a request they follow you so you can send them DM (Direct Messages), then you can send them your AAdvantage number and EP status,which they can add to their profile on you. Then you can DM them privately with your PNR etc. (You must have a Twitter account.) This can be useful and rapid.
● At times like these AA may open their OSO (Off-Schedule Operations) desk to help inconvenienced travelers. 800-446-7834 is the number, and the desk is only staffed during severe OSO. (Please call only if your travel is disrupted, of course.)
● Others have called 1.800.222.2377 (web services) and had shorter response times.
● If you speak Castilian Spanish, Chinese Mandarin, Japanese or use a TDD, you may get faster attention; see numbers below.
● You can try calling non-USA numbers, listed here:
● bchandler42 reports "During weather events, the elite line will have the option to press 1 for the callback. I use that, longest I've ever waited was about 40 minutes which was accurate with the expected time it gave me."
● giblet called Thailand using Skype (2.3 cents a minute).
● There is one call-handling nexus, with prioritized lines for Gold, Platinum and Platinum Pro status holders, and separate Executive Platinum and Concierge Key "desks". Gold, Platinum and Platinum Pro callers are prioritized to be answered by the same agents that respond to non-status customers.
Code:
Telephone numbers for speakers of Castilian Spanish, Chinese Mandarin, Japanese: English (Inglés) 1-800-433-7300 7 days a week Japanese 1-800-237-0027 6:00 a.m. - 12:00 a.m. CT 7 days a week Mandarin Chinese 1-800-492-8095 8:00 a.m. - 10:00 p.m. CT Mon - Fri 8:00 a.m. - 6:30 p.m. CT Sat and Sun Spanish 1-800-633-3711 7 días a la semana TDD 1-800-543-1586 (for hearing impaired or deaf people / para personas con discapacidad auditiva o del habla)
"Transplanted from another post, for those affected overseas.
So many ways of calling AA directly; I'd try:
AT&T.
Smartphones that will automatically switch to using Internet for calls.
Skype 2 cents per minute), Google Hangouts or other VOIP services, including WiFi or Internet.
English 800-433-7300 24 hours, Daily
Japan +81 03-4333-7675
If you are calling from outside the U.S. or Canada, you may reach U.S. Reservations by using the following procedures. (Please note that the call is not toll free.)
So many ways of calling AA directly; I'd try:
AT&T.
Smartphones that will automatically switch to using Internet for calls.
Skype 2 cents per minute), Google Hangouts or other VOIP services, including WiFi or Internet.
English 800-433-7300 24 hours, Daily
Japan +81 03-4333-7675
If you are calling from outside the U.S. or Canada, you may reach U.S. Reservations by using the following procedures. (Please note that the call is not toll free.)
- Access the website http://www.business.att.com/bt/access.jsp. The site lists eligible countries and phone numbers.
- Dial the AT&T access number provided on the website (it is different for each country).
- An AT&T operator or English language voice prompt will ask for the telephone number you are calling. Dial 800-433-7300 for all American Airlines departments (except AAdvantage) or dial 800-882-8880 for the AAdvantage department.
- After the tone, enter your regular AT&T Calling Card number (not the international number). You may also use the AT&T Corporate Calling card and many other U.S. local phone company cards. MasterCard, Visa, American Express, Discover/Novus or Diners Club cards can be used from many countries to place calls back to the U.S.
- For assistance, press zero or stay on the line for an AT&T operator.
I'm currently in BKK, and needed to talk to AA about my rezzy. I didn't want the local number which would be answered in who-knows-where, I wanted a direct US number. Looked around both AA.com and FT (which is how I found this thread). Found nothing particularly helpful or which worked. The back of my EXP card has only an 800 number for the U.S., no local DFW area number.
Eventually, I just dialed +1-800-xxx-xxxx, the regular 800 number on the back of my EXP card, the same way I dial regular, non-800 numbers from abroad. Voila!!! I was connected with the EXP desk, just as if I were in the U.S.
--------------------------------------------------------------------------------------------------------------
MODERATOR'S NOTE
There are several ways to contact AA's U.S. numbers by telephone from outside the U.S. & Canada:
1) Those with Skype, Google Hangouts or other VOIP internet phone providers may be able to dial various AA 800 numbers directly toll free. Direct dialing an 800 number from a landline or mobile phone overseas may or may not work, and will not be toll free.
2) Use AT&T World Traveler Service to access AA 800 numbers from overseas. Long distance charges will apply and can be paid using an AT&T Calling Card, AT&T Prepaid Phone Card, credit card, or via collect call. AAdvantage elite customers (GLD, PLT, EXP) can dial their elite 800 number using this service and AT&T's systems will recognize these numbers and put the call through without asking for a payment method.
3) Call the AMR Headquarters number at 1-817-963-1234 from any telephone. Either an operator or the IVR system can then connect you with the appropriate department.
In addition, AA provides local numbers in many countries here: Worldwide Reservations Phone Numbers
See also the AA Wiki for additional information: Contacting American Airlines
This thread was extracted from an outdated 2002 thread, and merged with recent posts on this topic.
dstan
AA Forum Co-Moderator
Eventually, I just dialed +1-800-xxx-xxxx, the regular 800 number on the back of my EXP card, the same way I dial regular, non-800 numbers from abroad. Voila!!! I was connected with the EXP desk, just as if I were in the U.S.
--------------------------------------------------------------------------------------------------------------
MODERATOR'S NOTE
There are several ways to contact AA's U.S. numbers by telephone from outside the U.S. & Canada:
1) Those with Skype, Google Hangouts or other VOIP internet phone providers may be able to dial various AA 800 numbers directly toll free. Direct dialing an 800 number from a landline or mobile phone overseas may or may not work, and will not be toll free.
2) Use AT&T World Traveler Service to access AA 800 numbers from overseas. Long distance charges will apply and can be paid using an AT&T Calling Card, AT&T Prepaid Phone Card, credit card, or via collect call. AAdvantage elite customers (GLD, PLT, EXP) can dial their elite 800 number using this service and AT&T's systems will recognize these numbers and put the call through without asking for a payment method.
3) Call the AMR Headquarters number at 1-817-963-1234 from any telephone. Either an operator or the IVR system can then connect you with the appropriate department.
In addition, AA provides local numbers in many countries here: Worldwide Reservations Phone Numbers
See also the AA Wiki for additional information: Contacting American Airlines
This thread was extracted from an outdated 2002 thread, and merged with recent posts on this topic.
dstan
AA Forum Co-Moderator
Link to USA airport delays (FlightAware)
Link to FlightAware “Misery Map” (graphic representation of troubles on a USA map)
Link to AA cancelled flights today (FlightAware)
Link to cancelled flights (today, to two days out - FlightAware)
Link to FT Original Routing Credit thread in cases of involuntary reroute
Link to archive of this thread, posts 2015-2019
ARCHIVE: Long call wait / delay / hold times for AA phone lines
Aug 18, 2015, 3:31 pm
#451
Join Date: Oct 2002
Location: DFW
Programs: OWE AA EXP;*A TK Gold; Marriott LTT; Hyatt Globalist; IHG Plat; National VIP
Posts: 3,097
Executive line doesnt recognize prompts now
Called a couple of time today, the system cannot recognize voice at all, nor when one dials zero for an agent. Result, cant get through at all. Different type of music as well, they are definitely doing something and its not for the better.
I miss old AA (I know, flame on)
I miss old AA (I know, flame on)
Aug 20, 2015, 2:56 pm
#452
Join Date: Apr 2014
Location: DFW/LAX
Programs: HH Diamond, AA EXP
Posts: 534
40 minute wait on EXP line? Unreal.
Aug 20, 2015, 4:13 pm
#453
Join Date: Jan 2005
Programs: AA EXP, UA Silver (Thanks Marriott!), Marriott Lifetime Titanium & Hyatt Globalist
Posts: 643
I have been trying to call for the past half hour and the current hold time is over two hours
Aug 20, 2015, 5:01 pm
#454
Join Date: Jun 2014
Programs: Olympian, no medals (non-elite status :p )
Posts: 122
Aug 20, 2015, 5:03 pm
#455
Join Date: Sep 2009
Location: Somewhere
Programs: AS MVP, EK Silver, Bonvoy Plat
Posts: 921
Aug 20, 2015, 5:05 pm
#456
Join Date: Nov 2010
Location: LAX
Programs: AA: EXP Hilton: Gold, SPG: Gold, Hyatt: Plat
Posts: 196
Still more than 2 hours... ridiculous! Trying to book companion certificate that can't be done online.
Aug 20, 2015, 5:45 pm
#457
Suspended
Join Date: May 2013
Location: NYC
Programs: DL Diamond, AAdvantage EXP, Hyatt Explorist, HHonors Diamond, Avis First
Posts: 7,344
Bad weather day/night?
Aug 20, 2015, 5:52 pm
#458
In Memoriam, FlyerTalk Evangelist
Join Date: Jun 2000
Location: Benicia CA
Programs: Alaska MVP Gold 75K, AA 3.8MM, UA 1.1MM, enjoying the retired life
Posts: 31,849
Due to WEATHER / THUNDERSTORMS, there is a Traffic Management Program in effect for traffic arriving John F Kennedy International Airport, New York, NY (JFK). This is causing some arriving flights to be delayed an average of 1 hour and 56 minutes.
Due to WX / THUNDERSTORMS, there is a Traffic Management Program in effect for traffic arriving La Guardia Airport, New York, NY (LGA). This is causing some arriving flights to be delayed an average of 2 hours and 44 minutes
Due to WEATHER / THUNDERSTORMS, there is a Traffic Management Program in effect for traffic arriving Ronald Reagan Washington National Airport, Washington, DC (DCA).
Due to WX / THUNDERSTORMS, departure traffic destined to Philadelphia International Airport, Philadelphia, PA (PHL) is currently experiencing delays averaging 1 hour and 43 minutes.
Aug 20, 2015, 5:56 pm
#459
Suspended
Join Date: Jul 2001
Location: Watchlisted by the prejudiced, en route to purgatory
Programs: Just Say No to Fleecing and Blacklisting
Posts: 102,095
AA's managed to take an aspect of its service where it really was head and shoulders above the competition and mess it up.
Aug 20, 2015, 6:26 pm
#460
Suspended
Join Date: May 2013
Location: NYC
Programs: DL Diamond, AAdvantage EXP, Hyatt Explorist, HHonors Diamond, Avis First
Posts: 7,344
As a PLT or EXP, these current kind of very long phone wait-time delays had never before hit me even when weather conditions were nearly as disruptive or more disruptive to AA flight schedules than they are today.
AA's managed to take an aspect of its service where it really was head and shoulders above the competition and mess it up.
AA's managed to take an aspect of its service where it really was head and shoulders above the competition and mess it up.
Aug 20, 2015, 7:23 pm
#461
Join Date: Dec 2005
Location: California
Programs: AA EXP...couple hotels and cars too
Posts: 4,548
16 minutes just now on the announcement, but they picked up at 7.
Longest wait as a CK.
Longest wait as a CK.
Aug 20, 2015, 7:26 pm
#462
Join Date: Jan 2005
Programs: AA EXP, UA Silver (Thanks Marriott!), Marriott Lifetime Titanium & Hyatt Globalist
Posts: 643
EXP line just called me back. Over two hours later...
Oh well.
Oh well.
Aug 20, 2015, 8:37 pm
#463
Suspended
Join Date: Mar 2014
Location: KMIA
Programs: AA
Posts: 77
despicable. maybe its time for some techies to put together an optimized website to shame these ungrateful b$$$$$$$ so that every time someone searches for AA they get an "www.aasux.com" type result.
Aug 20, 2015, 10:47 pm
#464
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: 3,083
You know, there is a dark cloud somewhere in the route system everyday that is causing all this.
As an aside I flew Lga to Stl on Monday and I never saw such confusion and disorganization at a mainline station. First class agent told me C8, text told me D2h (which doesn't exist), board said the same and a second agent said C8. C8 said take the shuttle to D2 and then a bus to a hanger. Total third world behavior and not an employee could answer a question.
As an aside I flew Lga to Stl on Monday and I never saw such confusion and disorganization at a mainline station. First class agent told me C8, text told me D2h (which doesn't exist), board said the same and a second agent said C8. C8 said take the shuttle to D2 and then a bus to a hanger. Total third world behavior and not an employee could answer a question.
Aug 21, 2015, 7:30 am
#465
Join Date: Jul 2009
Posts: 125
Some strange things going on there.
Called the PLT # a few hours ago and it was a 50 min hold.
Just tried again and it was a 60 min hold!
Tried calling the regular AA # and it was only a 6 min hold?
Both times the system recognized me by name based off my phone number in my account
Called the PLT # a few hours ago and it was a 50 min hold.
Just tried again and it was a 60 min hold!
Tried calling the regular AA # and it was only a 6 min hold?
Both times the system recognized me by name based off my phone number in my account
Called the regular number and it said 7 min.
I understand that its the same people answering the PLT number and the regular number...however, it doesn't make sense that we should wait longer for being an elite.
Sent messages via twitter both times and got no response.