Via JonNYC at Traveling Better, the option to call Customer Relations at American Airlines has disappeared online.
Further, if you call your AAdvantage elite service desk, they won’t be able to transfer you internally, as I have done most times when I’ve needed to call them. Now, you’re only option is to use the online form at AA.com. Interestingly, it appears that Executive Platinums and Concierge Key members will receive expedited handling of requests via the online form, since phone is no longer an option.
My Experience Calling AA Customer Relations
Every time I’ve called customer relations, it’s been nothing shorter than a two hour hold listening to elevator music before someone picks up. I mean every time. So, from a time saving standpoint, this doesn’t impact me.
What Does This Mean for Customers?
Speaking to a human often results in better results for your case – whether it be a comment, complaint or praise. The human voice and inflection of tone resonate with the person on the other end, and, after all, since they’re human, they might be able to relate to you and your issue. With the online form, often times there are cookie-cutter answers, and you’re not able to explain yourself. Interestingly, I received a reply from the online form when I was trying to get back a systemwide upgrade, and whoever replied didn’t understand the issue at all.
This is going to be both frustrating for consumers, and, I believe, for the airline itself. American has been known for top notch customer service over the past many years, and I’m concerned that may soon go by the wayside in favor of cost cutting measures such as this, if true.
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