Calling American reservations no longer asks for confirmation code
 

With the changes to American’s phone system, it seems that when I call, I am no longer asked for the confirmation code of the reservation I am calling about. Has anyone found a way to get that prompt? It usually makes it easier when the agent already has the reservation info pulled up

I never have to provide the PNR and they can see my reservatios. Are you calling from the phone number associated to your account?

The new menu is extremely annoying. It either ignores what you say or can’t understand what you say. I haven’t had it ask for a PNR because it always heads down the path of booking a new reservation.

I never really had much luck with it. I’d say at least 75% of the time I gave a record locator to the old IVR prompt, the first thing the agent did after answering was to ask for it again anyway.

When did the new phone system launch? I haven't flown AA since July and hadn't had a reason to call in until last week. I was calling about a flight to Anguilla, but the robo-assistant said AA had no flights to that destination. I tried the AXA airport code, and it then thought I was going to Japan. :rolleyes:

I'm not a fan.

When I call now, it puts me right through to an agent (subject to normal wait times, if applicable) without my telling the prompt that I want to speak with an agent. And when on the phone they already have my record in front of them. If I’m calling about a future flight that they’re not seeing, I simply give them the PNR. I haven’t had any issues.

This is the experience I've had calling over the last few weeks - I have not had to deal with a robot or phone tree at all, which is absolutely excellent.