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Discussion and data points: SWUs lost on July 31, 2022 due to long wait times, etc.

Discussion and data points: SWUs lost on July 31, 2022 due to long wait times, etc.

Old Aug 3, 2022, 9:14 pm
  #1  
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Join Date: Aug 2021
Location: USA
Programs: American Airlines (Executive Platinum), Hyatt (Globalist), Hilton (Diamond), IHG (Diamond)
Posts: 2,914
Discussion and data points: SWUs lost on July 31, 2022 due to long wait times, etc.

Wondering how many people were affected and no sense clogging up the SWU FAQs thread.

For those who lost SWUs on July 31, 2022, due to AA's insane wait times and/or poorly trained agents, please consider copying and pasting the following and then adding your responses:

- Number of SWUs lost: __
- Time you first attempted to contact AA on July 31: __
- Approximate time spent waiting on hold: __
- Approximate time spent waiting for a callback: __
- Approximate time spent waiting in chat: __
- Did you reach an agent in time but receive misinformation ("SWU department is closed" or other such nonsense): __
- Current AA status: __
- Approximate YTD Loyalty Points: __

Feel free to post a link to this on social media, travel blogs, etc. Thanks.
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Old Aug 3, 2022, 9:52 pm
  #2  
 
Join Date: Mar 2017
Programs: American Airlines, Alaska Airlines
Posts: 8
- Number of SWUs lost: 5 (4 from me, 1 from my wife's account)
- Time you first attempted to contact AA on July 31: 5 PM
- Approximate time spent waiting on hold: callback after 2 hours on wife's phone (PP account) then 1.5 hours on hold (after callback) for them to transfer to someone who could process SWUs. 2nd call in, 1.5 hour callback, 35 minutes on hold waiting for someone who could process SWU (after midnight).
- Approximate time spent waiting for a callback: 8.5 hours on my EXP account (after midnight)
- Approximate time spent waiting in chat: did not chat
- Did you reach an agent in time but receive misinformation ("SWU department is closed" or other such nonsense): 2 times had agents call back who could not process SWUs
- Current AA status: EXP
- Approximate YTD Loyalty Points: 120-130,000, but climbing due to credit card spend, canceled all remaining AA flights this year (except very cheap mileage flight in September)
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Old Aug 3, 2022, 9:57 pm
  #3  
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Posts: 2,914
Originally Posted by turleytraveler
- Did you reach an agent in time but receive misinformation ("SWU department is closed" or other such nonsense): 2 times had agents call back who could not process SWUs
Absolutely brutal.
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Old Aug 3, 2022, 10:05 pm
  #4  
 
Join Date: Jan 2017
Location: PHX
Programs: AA EXP, Hyatt Something-ist, Bombay Sapphire
Posts: 69
- Number of SWUs lost: 1
- Time you first attempted to contact AA on July 31: 3:50pm
- Approximate time spent waiting on hold: Used callback
- Approximate time spent waiting for a callback: 8hr 15min
- Approximate time spent waiting in chat: N/A

- Did you reach an agent in time but receive misinformation ("SWU department is closed" or other such nonsense): No
- Current AA status: EXP
- Approximate YTD Loyalty Points: 25,755
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Old Aug 3, 2022, 11:24 pm
  #5  
 
Join Date: Jun 2008
Location: US
Programs: AA EXP 1MM, Starwood Gold, Hyatt Diamond
Posts: 1,017
- Number of SWUs lost: Account says 2 (but I know I confirmed one for PHL-DUB 9/12 but it wasn't pulled)
- Time you first attempted to contact AA on July 31: Didn't bother
- Approximate time spent waiting on hold: n/a__
- Approximate time spent waiting for a callback: n/a__
- Approximate time spent waiting in chat: n/a__
- Did you reach an agent in time but receive misinformation ("SWU department is closed" or other such nonsense): __
- Current AA status: EXP_
- Approximate YTD Loyalty Points: 183,000 - pretty much all credit card spend.
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Old Aug 4, 2022, 12:15 am
  #6  
 
Join Date: Mar 2007
Posts: 4,851
- Number of SWUs lost: 2
- Time you first attempted to contact AA on July 31: 11am
- Approximate time spent waiting on hold: Was actually at the airport so spent around 30 mins in line while on hold.
- Approximate time spent waiting for a callback: 9 hours before I gave up. No callback was received or I missed it while flying
- Approximate time spent waiting in chat: n/a
- Did you reach an agent in time but receive misinformation ("SWU department is closed" or other such nonsense): Yes, airport agents didnt know what SWUs were.
- Current AA status: EXP
- Approximate YTD Loyalty Points: 20k ish.
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Old Aug 4, 2022, 6:54 am
  #7  
 
Join Date: Feb 2003
Location: Washington, DC
Programs: AA Executive Platinum/Million Miler, Marriott Titanium Elite-Lifetime, Hilton Gold
Posts: 3,133
- Number of SWUs lost: 4
- Time you first attempted to contact AA on July 31: Never - could not find any flights I wanted with SWU availability, even being somewhat flexible on days and times.
- Approximate time spent waiting on hold: n/a
- Approximate time spent waiting for a callback: n/a
- Approximate time spent waiting in chat: n/a
- Did you reach an agent in time but receive misinformation ("SWU department is closed" or other such nonsense): n/a
- Current AA status: EXP
- Approximate YTD Loyalty Points: 160,000
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Old Aug 4, 2022, 7:30 am
  #8  
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Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,033
- Number of SWUs lost: 2
- Time you first attempted to contact AA on July 31: 10 AM CST
- Approximate time spent waiting on hold: 3 hours before disconnection
- Approximate time spent waiting for a callback: 10 hours
- Approximate time spent waiting in chat: 4+ hours
- Did you reach an agent in time but receive misinformation ("SWU department is closed" or other such nonsense): Yes. Reached Singapore office multiple times and got complete lunacy in replies
- Current AA status: EXP
- Approximate YTD Loyalty Points: 80k
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Old Aug 4, 2022, 7:32 am
  #9  
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Posting on behalf of my cousin who isn't on FT. His stats:

- Number of SWUs lost: 4
- Time you first attempted to contact AA on July 31: 4:30 PM PST
- Approximate time spent waiting on hold: n/a
- Approximate time spent waiting for a callback: 9+ hours
- Approximate time spent waiting in chat:n/a
- Did you reach an agent in time but receive misinformation ("SWU department is closed" or other such nonsense): n/a
- Current AA status: EXP (also a 4+ million miler)
- Approximate YTD Loyalty Points: 80k
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Old Aug 4, 2022, 9:18 am
  #10  
 
Join Date: Jun 2020
Location: BOS
Programs: AA EXP, Hilton DMD, Hyatt Glob, Hertz PC
Posts: 263
- Number of SWUs lost: 4
- Time you first attempted to contact AA on July 31: 6:30pm ET
- Approximate time spent waiting on hold: 10 mins After the callback came
- Approximate time spent waiting for a callback: 8:30hr (was quoted 4-5hr)
- Approximate time spent waiting in chat: 10hr
- Did you reach an agent in time but receive misinformation ("SWU department is closed" or other such nonsense): no
- Current AA status: EXP
- Approximate YTD Loyalty Points: 73k
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Old Aug 4, 2022, 9:21 am
  #11  
 
Join Date: May 2019
Programs: AA EP, Bonvoy Ambassador, United, Delta
Posts: 21
- Number of SWUs lost: 4 (unclear when this occurred, either earlier in the month when a trip credit was "reissued/extended in response to my request to extend expiration dates" or on 7/31; I had 8 total was able to confirm 4 on 7/31 but agent could not confirm if it was the missing ones or the others). I've contacted AA again about the missing SWUs. No response to date.
- Time you first attempted to contact AA on July 31: mid afternoon
- Approximate time spent waiting on hold: approximately 10 minutes before I got to the do you want to get a call back message - quoted time 2 hrs
- Approximate time spent waiting for a callback: 4.5 hours (interestingly enough call did not come thru identified as AA but rather "public service" and a number which was in my phone contacts associated with a local school district
- Approximate time spent waiting in chat: I did not try chat. I tried DM via Twitter and didn't get a response until the following day saying "sorry but we are very busy"
- Did you reach an agent in time but receive misinformation ("SWU department is closed" or other such nonsense): I reached an agent; took over an hour to confirm the upgrade.
- Current AA status: EP (10 years)
- Approximate YTD Loyalty Points: 120K combination of flights and CC spend

I find it interesting that there are so many of us impacted by this and AA's gearing up to tell folks to pound sand (memo referenced in earlier thread) while Southwest announces that credits will no longer have expiration dates - for all. Stark contrast.
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Old Aug 4, 2022, 9:49 am
  #12  
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Originally Posted by Wander19
I find it interesting that there are so many of us impacted by this and AA's gearing up to tell folks to pound sand (memo referenced in earlier thread) while Southwest announces that credits will no longer have expiration dates - for all. Stark contrast.
Yep. That's what AAdvantage CS supervisor told me. They were sympathetic, but couldn't do anything. My email to AAdvantage CS said that since they were extended already, too bad which wasn't even remotely close to what I had in my email to them; likely a copy-paste reply.

While it would have been awesome for AA to extend them like WN, I'm not upset that they didn't. The date was published and we all knew it was coming. I'm pissed off because they essentially expired our SWUs a day early due to their inability to handle call volumes.
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Old Aug 4, 2022, 9:51 am
  #13  
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Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott Ti, LTP; Hilton Diamond (Aspire)
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I called AA at 4:39 pm (PST) on Sunday, waited on hold about 55 minutes, and successfully applied my 2 expiring SWU.
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Old Aug 4, 2022, 9:57 am
  #14  
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Originally Posted by Kacee
I called AA at 4:39 pm (PST) on Sunday, waited on hold about 55 minutes, and successfully applied my 2 expiring SWU.
Wow. I wonder how they prioritize the queue. I called before you did and got a call back at 4:45 AM the next day.
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Old Aug 4, 2022, 10:47 am
  #15  
 
Join Date: Jul 2014
Location: Phoenix, AZ
Programs: AA CK, Marriott Ambassador Elite, Hyatt Globalist
Posts: 10
- Number of SWUs lost: 3
- Time you first attempted to contact AA on July 31: Contacted AA several times the week leading up to the 31st.
- Approximate time spent waiting on hold: Generally had someone pick up within 30 seconds...rarely waited more than a minute or two.
- Approximate time spent waiting for a callback: N/A
- Approximate time spent waiting in chat: N/A
- Did you reach an agent in time but receive misinformation ("SWU department is closed" or other such nonsense): Unsure on this one...I booked several flights where the website showed SWU availability and that I could move from econ to J. However, each time I tried to apply the SWU, the agents were unable to and said that there wasn't the correct open inventory. Generally, in the past I would be able to instant confirm the upgrade if the website showed that "systemwide upgrade" option for the leg I wanted.
- Current AA status: CK
- Approximate YTD Loyalty Points: 405k (no credit card spend)
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