Annoying AA IT Trying to change a flight online
Mar 6, 2022, 3:38 pm
#1
Original Poster
Join Date: Feb 2006
Location: Cockeysville, MD
Programs: Marriott Rewards Lifetime Titanium, Amex Plat, Hertz Gold 5*, National Exec, AA Plat
Posts: 9,467
Annoying AA IT Trying to change a flight online
This likely belongs linked to another thread--I did search
I think AA IT uses the same tech that powered Apollo 11. Maybe that's too generous. Why is it SO hard to change a paid ticket online? We have a trip we were likely going to change. Yesterday-no problem-I could click "change flight" and look at options. We hadn't made a decision yet though. Last night, they changed our original flight four minutes. Same flight number. Now it says "your flight has changed. Check back later to see what changed". I am now ready to make the change we want-I clicked the change flight button. I have to call. 2 1/2 hour call back for plat. I'm ok waiting-but why cant I just do it online???????
I think AA IT uses the same tech that powered Apollo 11. Maybe that's too generous. Why is it SO hard to change a paid ticket online? We have a trip we were likely going to change. Yesterday-no problem-I could click "change flight" and look at options. We hadn't made a decision yet though. Last night, they changed our original flight four minutes. Same flight number. Now it says "your flight has changed. Check back later to see what changed". I am now ready to make the change we want-I clicked the change flight button. I have to call. 2 1/2 hour call back for plat. I'm ok waiting-but why cant I just do it online???????
Mar 6, 2022, 4:35 pm
#2
Join Date: Jun 2002
Posts: 552
This likely belongs linked to another thread--I did search
I think AA IT uses the same tech that powered Apollo 11. Maybe that's too generous. Why is it SO hard to change a paid ticket online? We have a trip we were likely going to change. Yesterday-no problem-I could click "change flight" and look at options. We hadn't made a decision yet though. Last night, they changed our original flight four minutes. Same flight number. Now it says "your flight has changed. Check back later to see what changed". I am now ready to make the change we want-I clicked the change flight button. I have to call. 2 1/2 hour call back for plat. I'm ok waiting-but why cant I just do it online???????
I think AA IT uses the same tech that powered Apollo 11. Maybe that's too generous. Why is it SO hard to change a paid ticket online? We have a trip we were likely going to change. Yesterday-no problem-I could click "change flight" and look at options. We hadn't made a decision yet though. Last night, they changed our original flight four minutes. Same flight number. Now it says "your flight has changed. Check back later to see what changed". I am now ready to make the change we want-I clicked the change flight button. I have to call. 2 1/2 hour call back for plat. I'm ok waiting-but why cant I just do it online???????
this happens after every schedule change, no matter how small. Seat selection is unavailable as well. It typically takes a week or two to work itself out. Until then, you have to call.
Mar 6, 2022, 5:57 pm
#3
Join Date: Dec 2015
Posts: 200
I had a schedule change that never "worked itself out". After waiting for about three weeks, I reached out to AA on Twitter and they had everything fixed in 20 minutes.
Mar 6, 2022, 7:12 pm
#4
Join Date: Nov 2008
Location: Austin, TX
Programs: Free agent AAdvantage LT GLD
Posts: 221
I needed to change a trip that was 48 hours out but the wait time for calling in was over a day because of winter weather. Trying to change it online just gave the message saying to contact reservations. They could save a lot of tine on the phone if they were better equipped to make changes via the app or web site. Twiiter DM is useful for some things but couldn't change the date of my flight since they said they weren't capable of collecting payment for the fare change (which ultimately ended up being a $4 credit lol)
Mar 6, 2022, 8:10 pm
#5
Join Date: Aug 2019
Location: Midwest
Programs: AA Platinum Pro, Hyatt Globalist, Hilton Gold, IHG Diamond, BonVoy Gold, BW Diamond, RR Premium
Posts: 387
I have never seen a company SO bad with IT. I am just fed up. I am tired of hearing "we're working on it." Every time. Even the phone agents--when I reach them after 2-4 hours (PP here) --sigh and say, "I know." The IT team should be fired. I rarely say that, but frankly, if you can't innovate in 2022, go elsewhere. Even hitting an app page or webpage on AA takes many seconds to load. Every. Single. Time. It's inexcusable, especially when the team spent months tasks with the "redesign" of the loyalty program. Fix what's broken before you put lipstick on the pig.
All this to say, I am sympathetic--and have multiple frustrating AA situations right now.
All this to say, I am sympathetic--and have multiple frustrating AA situations right now.
Mar 6, 2022, 11:09 pm
#6
Join Date: Nov 2003
Location: CGK/KOA
Programs: AA ExPlat HH Diamond
Posts: 1,683
I had this recently happen too. Would not let me complete the change, kept changing the date on me. Just ended up cancelling the flight, getting trip credit for full amount (hit my account in less then one minute), then booking new flight. Uhg. So many extra steps.
Mar 6, 2022, 11:27 pm
#7
Join Date: May 2021
Location: PHF/RIC
Programs: AA EXP., UA Silver, Marriott Ti/LT Gold, Sixt P. National EXE
Posts: 55
Similar situation, flight cancelled and rebooking on the app/website would only show me limited options when I knew there were more flights that day (with available seats). Calling AA did nothing (23 hour wait with EXP) so I double book myself by purchasing the flight I wanted on a separate reservation. When I finally got a call back (I was already at my destination by then) the lady said try using twitter. Sucks because I don't have one, but sucks even more because an AA representative suggested I complain on Twitter to get any response at all. They did refund me on the double booking though...so at least they did that.
Mar 7, 2022, 8:56 am
#8
Join Date: Nov 2008
Location: Austin, TX
Programs: Free agent AAdvantage LT GLD
Posts: 221
Similar situation, flight cancelled and rebooking on the app/website would only show me limited options when I knew there were more flights that day (with available seats). Calling AA did nothing (23 hour wait with EXP) so I double book myself by purchasing the flight I wanted on a separate reservation. When I finally got a call back (I was already at my destination by then) the lady said try using twitter. Sucks because I don't have one, but sucks even more because an AA representative suggested I complain on Twitter to get any response at all. They did refund me on the double booking though...so at least they did that.
Mar 7, 2022, 10:20 am
#9
Join Date: Aug 2017
Programs: AA PLT, IHG Spire
Posts: 550
I have had good luck with Twitter lately personally, had a pair of web special award that had a schedule change, one added an extra connection and the other one had about a 3.5 hrs increased travel times. No trouble feeding twitter my desired one stop itineraries and they rebooked me no problem, despite the original flights having an overnight layover on one and a red-eye on the other that I got rid of.
Mar 7, 2022, 2:09 pm
#10
Join Date: Apr 2017
Location: WAS
Programs: Free Agent
Posts: 1,757
OP, I'm having the same problem at the moment. Very frustrating when you have reservations that you need to change.
Seat selection seems to work fine for me, it's just changing the flight that's the issue. What I've noticed is that the "Trip Name" field becomes blank while the affected reservations are in the limbo period.
Seat selection seems to work fine for me, it's just changing the flight that's the issue. What I've noticed is that the "Trip Name" field becomes blank while the affected reservations are in the limbo period.
Mar 7, 2022, 6:27 pm
#12
Join Date: Dec 2007
Programs: UA 1K, AA EXP, Marriott Titanium,
Posts: 244
This likely belongs linked to another thread--I did search
I think AA IT uses the same tech that powered Apollo 11. Maybe that's too generous. Why is it SO hard to change a paid ticket online? We have a trip we were likely going to change. Yesterday-no problem-I could click "change flight" and look at options. We hadn't made a decision yet though. Last night, they changed our original flight four minutes. Same flight number. Now it says "your flight has changed. Check back later to see what changed". I am now ready to make the change we want-I clicked the change flight button. I have to call. 2 1/2 hour call back for plat. I'm ok waiting-but why cant I just do it online???????
I think AA IT uses the same tech that powered Apollo 11. Maybe that's too generous. Why is it SO hard to change a paid ticket online? We have a trip we were likely going to change. Yesterday-no problem-I could click "change flight" and look at options. We hadn't made a decision yet though. Last night, they changed our original flight four minutes. Same flight number. Now it says "your flight has changed. Check back later to see what changed". I am now ready to make the change we want-I clicked the change flight button. I have to call. 2 1/2 hour call back for plat. I'm ok waiting-but why cant I just do it online???????
Mar 7, 2022, 8:08 pm
#13
Original Poster
Join Date: Feb 2006
Location: Cockeysville, MD
Programs: Marriott Rewards Lifetime Titanium, Amex Plat, Hertz Gold 5*, National Exec, AA Plat
Posts: 9,467
There's nothing simpler than being able to do it online-which should be a universal feature to any change one wants to make. My work schedule doesn't always allow that. I did have to talk to them this evening. Did a 2 1/2 hour call back. Actual call back 5 1/2 hours.
Mar 8, 2022, 4:15 am
#14
Join Date: Dec 2007
Programs: UA 1K, AA EXP, Marriott Titanium,
Posts: 244
