American Airlines rolled out a new automated phone system this summer. There was an AI-sounding voice that forced you to listen to a minute-long greeting about how, for instance, you can add a pet to your reservation online before you’re allowed to do anything else. The system no longer recognized “agent” or similar requests until it had finished burning a minute of your life you’d never get back.
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Hi Gary, I’ve matched your phone number to your AAdvantage account. Please hold and I”ll get someone on the line to help you.
Your feedback is important to us. Please remain on the line after your call to complete a brief two question survey regarding your experience with our travel professional today.
I estimated this new greeting – which really spend time thanking customers twice – was costing American’s customers $31 million per year in wasted time. The airline said they would take the feedback. Usually I assume that is a blowoff.
American fixed it.
Thank you for calling American Airlines AAdvantage Executive Platinum reservations. Your call may be recorded and monitored to ensure high quality service. Para Español, oprima numero nueve.
We’re retrieving your account details. Thank you for waiting and for being among our most valued members. Please hold and I’ll get someone on the line to help you.
Your feedback is important to us. Please remain on the line after your call to complete a brief two question survey regarding your experience with our travel professional today.
The system is fast enough that I don’t think they need to say they’re retrieving account details. And the computer voice is a little creepy. It sounds like maybe you Googled the wrong phone number and wound up calling a scammer.
But American Airlines listened. They cut 21 seconds out of the message (they could also cut down the pause before mentioning the post-call survey). That’s real progress, and as someone who calls airlines a lot it’s really appreciated.
I try to avoid calling the EXP desk (using online options during irregular operations, using AC staff where an AC is available) but when I do it’s because I need a human being. Either I can’t get done what I need online or there’s no AC at the airport. I don’t need to hear about pet policy. I do wish AA enabled one to apply a SWU online.
What is the going rate AA or large companies pay for 800 number charges? This saved them money too.
Wouldn’t the real savings come from not needing to call in at all, if AA had a functional website and app which didn’t require calling for every little thing?
Typical of the worst airline in America.
The voice isn’t professional and yes sounds like a scam. Get that big booming voice back that greets you by name.
“Add a carry-on pet” …
So they are Encouraging the nasty dog-owners who have dog breath ?
So that’s why the snacks include Kibble ?
So that’s why there is a stink from under one’s seat ?
I definitely preferred the old voice “Hi Kevin!, we’ve match your…’ – that new is horrible.
Related: I have not had an immediate connection to a live human on the EXP line in months (years?) with waits up to an hour. In contrast at United 1K line I get a human 99% of the time.
It’s much worse for us non privileged flyers.
Are you a vet- review or covid policies-you have been warned to not bring hazmat on board- definition of hazmat- our carbon policy is etc.
My response: I wouldn’t bother to call your inept reservations or CS group if your website was functional.
EXEC PLAT MEMBER here
Matched my phone number, but I have multiple accounts matched to my phone number
System requests my birth date
Give my birth date
System acknowledges my birth date and asks if it is correct
I respond YES
System responds, I did not get that, please say your birthdate or enter your birth date using keypad
Dutifully do what the system asks and system responds with my birth date and asks if I got that right
I say yes
System responds I did not get that
We go thru this exercise 3 times and then system asks for my AAdvantage number
Finally get through
Maddening is an UNDERSTATEMENT
This is the most sensible thing they’ve done in years. At this point, boomers are dying, and those left can use the internet. If I’m calling a company it’s because I’ve tried to fix it online and failed.
I’ve had exactly 0, problems when I’ve called the exp desk. Always ready to help, always polite and usually a vert quick fix.
I have yet to have a voice phone tree work without difficulty – Lance C’s experience sums up mine perfectly. Just let me use the phone keypad because the VR on these things sucks!