American Airlines rolled out a new automated phone system this morning. When you dial, there’s a new voice on the other end. And you have to listen to the entire recorded message – no skipping it by asking for an agent.
- It sounds like it’s AI-generated (but not Scarlett Johansson).
- There’s no skipping the message telling you every time, for instance, about how you can add a pet to your reservation online before you’re allowed to do anything else.
- The system no longer recognizes “agent” or similar request until the initial minute-long greeting is over.
As an Executive Platinum AAdvantage member, the system does route me directly to an agent rather than going through a menu of options. But first I have to listen to a full minute of irrelevant and useless dreck every time I call in now.
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.
For faster service, especially when making or changing travel plans, try the American Airlines mobile app or our website at aa.com.
If you’re calling about travel booked through an agency, please contact the agency directly.
Thank you again for calling American Airlines. Did you know you can now do things like add a carry-on pet for flights within the U.S., request wheelchair service, and let us know about other special needs online? Go to aa.com to manage your trip and request additional services. You can also make changes or cancel your trip for travel credit if eligible.
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.
Is the idea that some people might listen to this for the 300th time they’re calling American, realize they can self-service pets in their reservation, and not need an agent? And imposing this cost on every customer every time, which can no longer be skipped, seems worth that savings? Or is it just an internal effort to sabotage likelihood to recommend scores?
This may seem like a small item to some, nitpicking even. But to someone forced to call the airline quite a lot because they’re the largest legacy carrier in my home market and because their website and mobile app don’t do a lot of the things I need them to do (like process upgrades, companion certificates), this is a big deal. And for American customers – and even the country overall – this is a big deal.
I don’t know what American’s current call center stats are like, but some back of the envelope:
- American Airlines flies around 200 million passengers per year.
- If 15% of those need to call the airline (that wasn’t a bad industry average a few years ago)
- And 30% of those need to call twice
- that’s 39 million calls and 39 million extra wasted minutes. That’s 650,000 wasted hours. (If that seems like a lot, consider that many people call reservations about tickets but don’t actually purchase and they’re not included here.)
U.S. per capita GDP is about $77,000. That translates to an average wage of $33.65. The change to American’s phone system costs the public, therefore, around $22 million.
In fact, airline passengers skew wealthier than the country as a whole. So let’s assume an average income of $100,000 which equates to an hourly wage of $48.08. 650,000 wasted hours at $48.08 per hour is around $31 million.
American Airlines is imposing a cost of ~ $31 million on its customers by wasting a minute of every call telling them about the ability to book pet in cabin online, and that if they booked through a travel agency they don’t want you to be their customer service tax.
An American Airlines spokesperson offers,
We recently updated the prompts our customers hear when they call our Reservations team. These updates include a new message to make customers aware of our self service options online, which can save them time instead of waiting to speak with a travel professional, and updates to our technology to help route customer calls where they need to go to get them answers quickly. We’re listening intently to our customers’ feedback about this update and will continue to evolve to best support our customers.
Eliminate the madness. American Airlines needs to restore the ability to opt-out of these prefatory messages (“Agent.” “Agent.” “AGENT!!!”) immediately. That’s the feedback, and I hope they’ll evolve!
Thanks for the statistical analysis Gary. The increasing use of AI is an abomination. If you really want to waste time, try calling Eversource Energy in Connecticut. Regardless of the 800# you dial, you are subjected to at least 5 minutes of drivel by a “virtual” agent before you have shouted “Representative” enough times to get connected to the final AI message, “We’re sorry, all agents are busy, would you like us to call you back and you won’t lose your place?” Aaaagggggghhhhhh….personal customer service is going down the tubes rapidly.
God you are anal and must have something petty to whine about. OMAAT (and even TPG) is looking better all the time since they both actually have travel information (although TPG is heavily biased) without all the side issues.
Gary you are just a drama queen!
I am honestly surprised they don’t make us listen to an entire credit card pitch every time.
This is a common practice when calling most large companies now. Some banks even ask if you are a veteran and know your rights, their covid policy, their haz mat policy etc. The real reason they design these ridiculous phone trees is to get you to hang up and use the internet or worse yet their Fricking app. I only call when their website will not do what is supposed to do like book an award ticket or change or cancel and award flight.
VOTE with your feet or turn the table. Ask the agent for a weather report, what color are the planes and then ask for a call back or other nonsense. Try and keep the agent on the phone for 30 min before telling why you are so pissed off with their crappy phone tree. If a million people did this even the morons in management might get the message.
If you get a chance to interact with senior management ask them the same stupid questions you are required to answer when you call.
As an EXP I agree this is a huge waste of time. The statistical analysis is cool…and I’m sure AA did something similar for cost avoidance. The bit about the dog actually cracks me up..fine add that if I’ve ever showed up for a flight with a dog, they would know that from my booking history (or could) but the message is wasted on me and totally annoying as it gets in the way of why I’ve called. Fine to use AI but use it correctly and in a way that actually augments and improves their service. I’m still annoyed that the last time I called the exp desk, they hung up on me as my issue seemed to difficult to resolve..at least for that agent – the following agent knew what he was doing and had it figured out in 2 mins.
As an EP, if I’m calling, it’s not because I’m calling about something I can handle via self-service. Why doesn’t AA get that?
Also, @doug don’t give them any ideas
Wow talk about white people problems.
I remember the days when hitting 0 would also work. I’m guessing “Please listen carefully as our menu options have changed” is sprinkled in there somewhere too?
Time is money indeed.
LOL @Doug 100% right or sell a sponsorship to Citi like they did their Admirals Club avocado toast (bc avo toast is better when it’s Citi avo toast..). Couldn’t agree more on this article, Gary. Total BS and annoying waste of time.
They could have easily incorporated it into their hold message, instead of forcing you to listen to unnecessary information without any options. It’s almost as bad as USCIS that won’t transfer you to an agent unless you meet certain criteria. Then finally it threatens you that if you ask for an agent again, they will be forced to disconnect the call, and they do.
I think many companies fail to understand that their automated attendant is the FIRST thing a customer experiences when they contact them. First impressions last.
Finally, it’s not necessary to say “Please listen closely to our menu options because our menu may have changed” Duhh.
There is no need for 90% of the customers who already know about computers to tell them antiquated information. For those few people that are not capable or still not aware that there is an ability to book flights online perhaps the very first message should be to tell them to press one. Then they can get kicked out of line and only they will sent to the all of the various mendacious drivel about how to use an app and go online, etc..
American Airlines and Delta Air Lines have both become awful for even their elite status members calling in for needed services. I now prefer to cancel refundable tickets and book again than to be waiting to talk to an agent.
The fact that young people have never experienced human customer service is a shame
The bigger shame for all airlines is that everybody, frequent fliers, occasional fliers, and first time fliers consider every trip to be important. The airlines should take that seriously..
These companies feed at the trough of their Hubs. People are starting to realize that every large airport is served by most airlines. On line booking sites give every company a shot at the business., If they want to develop “loyalty” then they should earn it.
If any of these carriers want to turn first time and occasional flyers into frequent travelers, they should show it by providing human based service..
I know that the chances of this happening is about the same as getting a decent meal, in coach but I can dream.
Whoever you are out there, do you think only white people fly? This is an irritation for everyone, especially if they are feeling their issue is urgent. In effect, one minute is less bad than some others — my hospital radiology department that has a 3 minute (or more) blurb that among other things involves spelling out (twice) the email address for anyone who need to send an order to them; or my pharmacy that lists all the vaccinations available (no matter whether that is your concern). A recent survey found that only 16% of customers used chatbots when these were the option — my pharmacy’s is seemingly hard of hearing and innumerate.
Gary, I think you miss the point here. The more torturous and tedious the new call system is, the less people will call it again in the future. I’m pretty sure this new system is a money saver (to AA). I for one will move heaven and earth before I ever call them.
Real Customer Service is dead. Who doesn’t like sitting on the phone for extended periods listening to bad music and repetitive announcements? 🙁
@Retired Gambler – you sure complain a lot, and for what it’s worth OMAAT wrote about this same issue right after I did https://onemileatatime.com/news/american-airlines-automated-phone-prompt/
This isn’t an AI problem, that has no bearing on it.
What this is is an obsession with driving people to the automated solutions–it will drive a few to the website but those are the infrequent fliers–by definition, infrequent. Most callers will be people who know the system and know what can’t be done online.
I always use the chat option within the app. It’s fast and I don’t care to speak to anyone anyway.
These forums always give me a good laugh, especially when having to listen to a minute of useless drivel is called “white man’s problem,” you know it’s going to be good vitriolic ping pong!
I would say there is one thing worse than than AI, and that is a call center that has trained the staff to only respond with a specific set of answers, i.e., they actually have no training or insight into solving a problem, just parroting a response.
Today I called my city trash collection service and their voice prompt informed my if this was an emergency I should call 911…who would have thought that was needed?
Not sure why this is a race issue?! Anyone that flies regularly knows this is completely inefficient. I’ve been stuck in this ongoing menu numerous times already (I think they actually rolled it out last week), and I 100% agree with you – during irregular ops every extra minute can make the difference between making the next flight or sitting for several hours in the airport, which is even more of a time suck and waste of money.
If it is really to “make customers aware of our self service options online, which can save them time instead of waiting to speak with a travel professional,” then there would be a simple solution.
Put the callers in their queue for the agent. If the agent is available, you get them right away. If not, while you’re on hold, they can play this recording while you wait. And if you do get an agent for something that could have been be done online, after they take care of it, they can inform you that “next time, if you like, this task can be done online”.
Every company that does this, tells the customer the companies time is more valuable, than the customers. Just like in a doctors office, when you sit for an hour, because he’s running late.
Miss customer service, they put a knife in it’s heart.
AA = Old School
The continuing decline of American Airlines’ CS is astounding to me. Just when you think it simply can’t get any worse…time and again AA proves you wrong!
David P is 100% right. It is an active business strategy in corporate America to make customer service as miserable as humanly possible as a cost saving center.
Also the recordings telling me I can do stuff online are asinine; I know that, I wouldn’t be calling if I could accomplish what I want to accomplish online.
Amen. Not only that, but, often, when you finally ask for an agent, you get informed that you can wait 50 minutes, or they’ll call you back. Maybe, they’re just hoping that callers will just hang up and not bother them.
I hate answering systems like that with a passion just like I hate conversations where it is not so much of a conversation but rather filibustering by the other person. The problem with AA having such a system is that it encourages the same type of system at companies I actually use.
Personally? I LOVE being reminded a dozen times a day that “Our Menu Options Have Recently Changed”.
Even as an infrequent flyer, I use the website or app for everything. Calls to “customer service” are for things the website can’t do. Punishing us for inadequate features on the website or app is not helpful.
Gary, I agree with your 1000%. Keep the articles coming and ignore the haters. They have zero clue what they are talking about.
American’s “Premium” phone numbers are a joke. As noted, now it takes even longer to reach an agent. I guarantee over 75% of the premium customers calls need to be addressed by any agent. Since there is never a greeting indicating a “special” number, my guess is that the call goes into the same queue as normal calls.
Fine, let the first-time traveler know that they can add their pet online (if they can get the website or the app to work). But once that number calls in for the second time, ask them if they want to hear about the self-service options.
There used to be a time when customer service was known the world over for being legendarily good and way better than could be expected anywhere else in the world. And that time wasn’t even that far back. Nowadays, dealing with customer service issues with travel service providers in the US is like dealing with an awful combination of KLM at AMS’s “not possible” nonsense and outsourced, disempowered “customer service” agents in India hired to mouth back template answers and take the next call as soon as possible.
As an AA EXP and Hyatt Globalist, I used to get reliably great service with the dedicated status agents pool and agents who really seemed to appreciate my business. Now it’s a gamble and their priority is not customer satisfaction but to stick to doing as little as possible for the customer and to save the company a buck and take the next call until their shift is over.
There used to be a time when *** US *** customer service was known the world over for being legendarily good and way better than could be expected anywhere else in the world. And that time wasn’t even that far back. Nowadays, dealing with customer service issues with US travel service providers is inconsistent and much poorer than it used to be.
This version of customer service is really just “let’s drag it out until the customer gives up”.
I don’t like any of the airlines but I currently hate United less
I used to sell call center software, so yes, it’s me responsible for ALL this.
But unrelated, that B&W pic of the old-school operators: Did you know that Telephone Operator was the first legitimate job that was deemed acceptable for women in America’s culture?
Before that, women did not participate in the workplace, and their survival and social status was entirely based on their spouse.
Only 140 years ago.
My great aunt had her “telephony pioneer” pin. Very proud of her participation in the industry.
If you live in Texas and bank at Frost Bank, this statewide bank still understands the importance of providing great customer service. They answer the phone live 7 days a week, day and night. A pleasant change from airlines and credit card companies.
Why would anybody in their right mind wanna listen to a phone message generated by an AI system at all ? I tell ya No one would because it would be an Absolute bore
AA phone service of the worst. Customer Relations,,, when you finally get through to them… And you best talk to them or has to be via email!!!!
Close to 3 months to get a compensation resolved for a diverted flight.
The actual real people customer service at Charlotte NC airport are just flat out rude and useless. I had to walk away before I got arrested.
Returning from AMS (AMS-LHR-DFW-AUS Business) AA cancels AA flight at 1600 and rebooks me for a AA flight at 0710 the NEXT DAY! I went to the Admiral’s Club and the REAL person rebooked me for a flight an hour later and still in F. AI solutions work for the company not for the customer. You might tell me differently but I don’t believe it.
Every time I hear the recording about ‘Did you know … like adding a pet ONLINE,’ I always wonder whether you could actually successfully do so on American’s pathetic website.
I have the American Airlines app and I’ve had no problems whatsoever upgrading my seats or bagnet issues at all. In fact, American Airlines app on my phone has been extremely helpful to me.
Use the app. Why do you need to call an 800 number to speak to a person? Complaining about this just reveals that you resist 21st century technology and need to have you hand held and be spoon fed. Most things are self service. You just have to be savvy enough to use it.
AA continues to prove that they don’t care about customers. They just like to preach that they do. It seems like they’d rather be a cargo/credit card company and passengers are an inconvenience.
It’s Amazon Connect, btw
I noticed the changeover myself yesterday. As an EP I do most of my stuff myself, but sometimes you have to call. Total waste of time. People who think that this is nit-picking or an old white man’s problem live in a world where time doesn’t matter. Terrible change.
@Jack “Use the app. Why do you need to call an 800 number to speak to a person?”
Lots of things you cannot do in the app… confirm upgrades, split a reservation, ticket partner awards that include AA flights, I could go on to infinity
I agree 100%. As an EP, I know how to use the App and the website. I only call in when I need. The other day I was at the airport and had to call in after that CrowdStrike “glitch” meltdown created a problem the gate agent discovered right before boarding started. I actually had to call in twice because the first time the phone agent couldn’t hear me. It was so frustrating. And it was the first time I heard the new message. I thought for a moment I had not been put through to the EP desk and that I was stuck in a long hold queue. Especially after the glitch. Minutes count when it’s boarding time. Minutes also count when you are face to face with an IRROPS and only a phone agent can get that last seat on the next flight to doublebook you, etc.
I’ve only had one recent good experience with airlines and phone calls. AA made a change that couldn’t be handled online. I was in France, where the number has a cost (oddly I never got charged) and has limited hours if you want a French speaker. I called outside the French hours, got an agent immediately, and solved the problem. I miss the days when TWA had an agent stationed at a local pharmacy.