Originally Posted by FrankMorris (Post 34150551)

Just made EXP. Wondering if I just call the regular AA number and the system will recognize and route my call to the dedicated line, or if there is somewhere I should search for a different number? Guessing it’s the former, but wanted to verify, and couldn’t find any threads with this info.

Originally Posted by robertablake (Post 34150561)

I believe the EXP line is: (800) 843-6200

Originally Posted by FrankMorris (Post 34150573)

Thanks Robert. That’s the same number I’ve been calling since before even having status at all, so guessing it just must be auto-routed based on status.

Originally Posted by VegasGambler (Post 34151250)

I find that sometimes the auto-routing fails. Here's something that I've noticed:

From the automated system, I always immediately hit 0 to get to a real person.

If, after hitting 0, if it immediately goes through the process of connecting me, I know I've been routed correctly, and I'll get the short queue and the EXP desk.

On the other hand if, after hitting 0, it says something like "many issues can be solved through our automated system" and tries to get me to use it again, forcing me to hit 0 a 2nd time in order to get to a real person, I know that the auto-routing has failed. I will get the long queue and a regular agent. I'm this case I just HUCA, which fixes it (I've never had back-to-back calls fail to route correctly)

Originally Posted by MasterPlanner (Post 34151331)

Out of curiosity, every time I’ve called the EXP line over the past month has resulted in a literal 2 hour wait to be called back. Have I just been unlucky or is that the ‘new normal’?

Originally Posted by VegasGambler (Post 34151250)

I find that sometimes the auto-routing fails. Here's something that I've noticed:

From the automated system, I always immediately hit 0 to get to a real person.

If, after hitting 0, if it immediately goes through the process of connecting me, I know I've been routed correctly, and I'll get the short queue and the EXP desk.

On the other hand if, after hitting 0, it says something like "many issues can be solved through our automated system" and tries to get me to use it again, forcing me to hit 0 a 2nd time in order to get to a real person, I know that the auto-routing has failed. I will get the long queue and a regular agent. In this case I just HUCA, which fixes it (I've never had back-to-back calls fail to route correctly)

Originally Posted by VegasGambler (Post 34151338)

There is a very long thread about this. I will say that I've had calls that were picked up with no wait, and times where I waited about 3 hours for a callback. Time of day seems to be a huge factor.

Originally Posted by FrankMorris (Post 34151356)

Wow this is immensely helpful - thanks for posting all of this.

Originally Posted by VegasGambler (Post 34151403)

You're welcome. I guess not being harassed to use the automated system is an unpublished benefit of EXP



https://www.flyertalk.com/forum/amer...thread-32.html

Originally Posted by FrankMorris (Post 34151356)

Any advice on searching for this thread? Had searched but didn't see anything immediately relevant. I guess the backup strategy after a second time of a longer wait would be to just accept the callback option to at least get in line, then try again in a bit.

Originally Posted by FAA1996 (Post 34169834)

When you get in line for a callback and call back from the same number, the system recognizes this and won't let you get in line again or hold. I guess you could try and call back from a different number to see if the wait/call-back time is different.