For those that are American Airlines Executive Platinum or Concierge Key Members, here’s some interesting information regarding the dedicated call centers you have access to. Thanks to sukn on FlyerTalk for sharing this information.
There is a dedicated Concierge Key and 5-Star Service call desk in Raleigh/Durham (RDU) that is open from 6a to 1a, EST. From 1a to 6a, Dallas/Ft. Worth (DFW) has a limited desk to answer calls during the “off-hours.” The agents in RDU are traditionally experienced agents with 10 or more years on the job, and are sometimes able to bend the rules, or find ways to work for the customer’s advantage.
If you’re an Executive Platinum, there’s a dedicated call desk in DFW, however the RDU Concierge Key/5-Star agents routinely answer calls when the Executive Platinum Desk gets busy.
If you’re an AAdvantage Gold or AAdvantage Platinum, don’t fret. Sometimes, “superior” (unknown qualifying criteria) are transferred to the DFW and RDU Executive Platinum/Concierge Key/5-Star desks.
So, depending on the member, there may not truly be a “dedicated desk.” Agents do have the power to transfer calls between facilities, so several FlyerTalk members have reported asking for specific agents in RDU, though I wouldn’t count on this as something everyone can do, especially on a routine basis.
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