SeattleDavid

I spent three hours on the phone today with AA trying to get an upgrade sorted - initially just getting it confirmed and then mainly trying to correct the double charge of the Copay. Despite admitting that they had overcharged me by 100%, they said they had no way to refund it expect in full (in 7-10 days) and to charge me again now for the correct Copay. I wasn't prepared to pay triple the right amount in the hope of a refund in week or so and eventually it was resolved.

However, then, when I checked in I discovered that my KTN had been deleted from the record and my BP did not show TSA-Pre. Simply could not face calling again and so (for the first time ever) I used twitter to ask that they uncheck me in and add my KTN to the reservation. within half an hour it was done and normality is restored (that's faster than the wait time on the phone).

If anyone else out there, like me, has no lover for twitter (and certainly not for Musk's new Twitter), don't let that prevent you from enjoying the amazing speedy service that @AmericanAir provides. I should have been taking (A)advantage of this for years.

platbrownguy

Agree with the love for AA Twitter, BUT
This is the real story here and probably needs its own thread... I had a similar problem and assumed it was a fluke but maybe not:

I had 2 reservations for PWM-DCA. Reservation A was Oct 27, Reservation B was Nov 9. Both paid Y tickets. For each, the app offered an upgrade at the fairly standard price of $75.25. I paid and was charged for both upgrades. The email I got for Reservation B was correct. The email I got for Reservation A, however, was entirely correct (date, flight number, seat assigned in first class, etc.), EXCEPT that it had the record locator from Reservation B. 3 days before my flight in Reservation A, I pull up the res on the app and it asks if I want to upgrade for $259 (I had been kicked back to Y) -- so I spent over an hour on the line with AA, thankfully getting an agent who understood the problem, claimed I had never been upgraded on Reservation A, but agreed to reinstate my first class seat because he saw that I had paid twice for the same upgrade on Reservation B. How that's possible, who knows. But it shouldn't be happening!

wrp96

The hamster that runs AA's IT gets easily confused.


Agree about the helpfulness of AA's Twitter.

bchandler02

While it's cool that people are able to get things resolved with AA's twitter presence, the real story here should be able how their primary contact method (calls) cannot provide this level of service. It's cool that it worked for you, but there are plenty of people that for whatever reason will not use Twitter and they deserve the same treatment.

PHL

I use Twitter for all my AA interactions now unless they tell me I need to speak to someone in person. It's very effective to be able to put in writing exactly what you want so there is no ambiguity.

SamOF

I agree that phone service is a disgrace, but there's actually no real reason someone can't just create a no-info account that just messages with AA. You don't need to actually use twitter for anything to use twitter for customer service messaging.

platbrownguy

I think you unambiguously meant "no ambiguity"

bchandler02

Why should I have to though? Companies should provide the same level of service no matter what channel you use to contact them, unless they specifically advertise better/additional service via a certain channel.
We need to quit praising things like this and hold them accountable to providing good service to everyone, not just those that they are worried could "go viral" - which let's be honest, that's the only reason they care about Twitter so much.

MathMusic

Yes I agree, especially with things like schedule changes nothing is better than being able to list the flight numbers you want and have it all fixed quickly and painlessly. I just improved some Basic Economy tickets for Februaury to remove an overnight layover through Twitter yesterday because the Feb schedule has finally firmed up.

WeekendTraveler

I agree that AA�s Twitter service is great. I have no issues with AA phone service, though.

I found it odd that AA follows me on Twitter. I rarely use it, so perhaps AA noticed and enjoyed my angry complaint to Amtrak via Twitter.

PHL

Whoops! Fixed.

beachfan

AA IT and there service is so screwed up. I don�t get any upgrade offers on my app (ever) and no one can help me.

ashill

There is an advantage in convenience, accuracy, and accessibility to typing rather than using the phone. I agree that tying in to a specific, third party, proprietary platform is less than ideal. There's no reason they couldn't host a functionally-identical chat-based support service on their own web site and through their own app, and they could also tie it into other platforms like iMessage and WhatsApp, not to mention old-fashioned SMS (although the lack of delivery confirmation is a bit of an issue there; I find SMS to be a bit less reliable and, most importantly, I often don't know when an SMS has failed to go through).

bchandler02

They do have chat in their app - at least they did when I used it back in July trying to recover a trip from hell, but the issue is that the agents working it were absolutely worthless. I had to send them screenshots of EF to prove there was space on an exact flight when I had already given them the number and asked to be rebooked.

NW.BTR.Than.The.Rest