One of the perks of American AAdvantage Executive Platinum status is a dedicated phone line, which in theory is supposed to give you fast access to a knowledgable reservations agent. However, am I the only one finding this to be less and less valuable as time goes on?
In this post:
American’s long Executive Platinum desk hold times
One of the perks of an elite phone number is supposed to be fast access to a reservations agent, with a much shorter hold time than what other customers have to deal with.
However, in recent years it seems that American’s Executive Platinum desk isn’t even able to deliver that. I’d say that half of the time that I call the Executive Platinum desk, there’s a lengthy hold time. Fortunately American usually allows call backs, but still, often I only get called back an hour or two later.
Back in the day, there was almost never a wait to speak with a representative when contacting the Executive Platinum desk, so this seems like a major shift to me.
I’m curious:
- Do I just have terrible luck, even though this observation is based on data points from all hours of the day and night, all days of the week, etc., or are other Executive Platinum members noticing this as well?
- For Delta SkyMiles Diamond Medallion and Untied MileagePlus Premier 1K members, do you find that you have to pretty consistently wait on hold to speak to a representative?
I suppose that like seemingly everything else in society, demand is higher than supply. I know American likes to promote that those at the Executive Platinum desk are specially trained agents, though I’d sure like the option of just getting priority access to a “regular” reservations agent.
I’m curious if I just have terrible luck, or if others are noticing these hold times as well.
I miss the old Executive Platinum desk
In my experience, nowadays Executive Platinum agents are quite variable. Some agents are fantastic, and are friendly, knowledgable, and efficient. Other agents leave a bit more to be desired, in terms of friendliness, knowledge, and speed. Sometimes I feel like it takes 15 minutes for a phone agent to complete a task that takes another agent two minutes.
Do any old-time American flyers remember how good the Executive Platinum desk was well over a decade ago? Honestly, at the time the Executive Platinum agents were the best phone agents in the industry, and access to them was one of the most valuable perks of status.
They were consistently the friendliest and most knowledgable phone agents you’d find at any airline. They were empowered to make exceptions, and to do the right thing. Unfortunately that all changed in 2012 (while American was in Chapter 11 bankruptcy), when American shut down its Tucson call center, where most Executive Platinum agents were based.
While agents had the option of working from home or transferring to another call center, that really marked the decline of this service.
Anyway, to those who have no clue how awesome these Executive Platinum agents used to be, I’m jealous of you, because you can’t miss what you don’t know!
Bottom line
While dedicated phone support is a perk of Executive Platinum status, it’s not nearly as useful as it used to be. While there has been a general decline in service over the years, what’s most frustrating to me is the hold time nowadays. You can’t even reliably get through to an agent anymore, even when there aren’t any major operational disruptions.
I’m curious — have I just had bad luck, or has anyone else noticed this change? To top tier Delta and United flyers, what’s your experience with phone support?
I fly IAD->LHR roundtrip for work 4-5 times/year on an AA codeshare flight with BA metal. It is always a government ticket. BA does not have extra legroom seating in their economy section--the only upgraded seats are a class of service change to their Premium Economy. But the points for the upgrade are ridiculously cheap at 15k each leg ($0 copay outbound and something like $115 on the return). Not a bad deal.
The issue...
I fly IAD->LHR roundtrip for work 4-5 times/year on an AA codeshare flight with BA metal. It is always a government ticket. BA does not have extra legroom seating in their economy section--the only upgraded seats are a class of service change to their Premium Economy. But the points for the upgrade are ridiculously cheap at 15k each leg ($0 copay outbound and something like $115 on the return). Not a bad deal.
The issue (other than BA not releasing a lot of PE seats for AA awards) is finding an EXP agent that even realizes this is an option. Some outright state BA doesn't allow upgrades for points. Some think a Systemwide Upgrade is the answer (spoiler alert: government fares are NOT eligible for SWUs). Others don't seem to really investigate before telling me there are no upgrades available (and of course I have no way of knowing otherwise). And others that put me on hold for 10 minutes before telling me one of the three things above (*head bang*).
HUCA is your friend dealing with these people. Just keep calling back until you get someone that seems competent off the bat. It does not get better from that first impression, believe me!
Truthfully I know realize how lucky I am when I first started flying this route that I had called and got a competent, helpful agent on my first or second try. I probably would have just accepted this wasn't even possible had I experienced the constant pain that I do now.
Cliff notes: EXP desk is awful
I used to work for American in reservations back in the 90’s and early 2000’s. When we started the Executive Platinum desk it was indeed everything you remember. It was manned by highly trained people who were very knowledgeable and had stellar customer service and it was elite to work that desk and help those customers. Sadly, like everything else it seems like this is no longer the case.
As of today, when you call the EXP line, it does not even recognize ANY Aadvantage numbers and just hangs up on you. It's bizarre!!
I can't even find the number for the exec plat desk.
I've EXP for most of the past 25 years. The value has been severely diluted in recent years. Agree with all the comments about the decline in service with respect to the dedicated phone #. It often feels like it is really just being answered by AA Customer Service (regular desk) and they use a different name when answering the Exec Plat. #. Agree that there was a time when calls were usually picked up...
I've EXP for most of the past 25 years. The value has been severely diluted in recent years. Agree with all the comments about the decline in service with respect to the dedicated phone #. It often feels like it is really just being answered by AA Customer Service (regular desk) and they use a different name when answering the Exec Plat. #. Agree that there was a time when calls were usually picked up immediately and the wait time was never more than 5-10 minutes.
Value of systemwide upgrades has also gone done. Mine are expiring because I can never find a flight anymore where they are released. For example, I'm trying to use one for a transcontinental flight next month. AA has numerous flights available on the day I want to travel w/ a ton of unsold business class tickets. However, they are telling me there are no systemwide upgrades available for that day. (A later agent said they probably dont release until the week before which is ridiculous and not the way it was just a few years ago.)
shuffling between operators and hold times are atrocious.
on the other hand, i only spend 30K per year with AA.
plain old platinum is just HORRIBLE. Its part of the general labor shortage but cmon for platinum+ give people a little pbreak
I'm in shock at the hold time of well over an hour! I thought I had dialed the wrong AA number. Nope, it's the correct one. I remember when knowledgeable and courteous agents always answered this line without ever holding! So very sad that we are all feeling the same about AA Platinum service that is now non-existent.
I too have seen the hold time or call back time become very long lately.
Still better than waiting in line etc but not as great as it used to be.
You are absolutely right. Premium status of any kind on AA is good for a decent seat, a free bag and early boarding and that is just about it. Personally I have reached the point where I believe they simply don’t give a rat’s ass about loyal customers.
For some balance I have used the Round the World desk for a couple of long trip plans lately and those folks are great. Answer quickly, knowledgeable,...
You are absolutely right. Premium status of any kind on AA is good for a decent seat, a free bag and early boarding and that is just about it. Personally I have reached the point where I believe they simply don’t give a rat’s ass about loyal customers.
For some balance I have used the Round the World desk for a couple of long trip plans lately and those folks are great. Answer quickly, knowledgeable, friendly and very helpful. But, of course, that is of limited value.
Sadly, it's gone way down hill. I remember the first time I got EP and had access to these agents. So polite, so helpful, and I could always understand them. It was never an inconvenience or imposition for them. Now, the service just isn't that great many times. I've grown a custom to just saying, "Ok, thank you," and calling back in the hopes of a new agent. I feel like the whole AAdvantage program...
Sadly, it's gone way down hill. I remember the first time I got EP and had access to these agents. So polite, so helpful, and I could always understand them. It was never an inconvenience or imposition for them. Now, the service just isn't that great many times. I've grown a custom to just saying, "Ok, thank you," and calling back in the hopes of a new agent. I feel like the whole AAdvantage program continues to decline. It was valued as the most valuable part of AA, but as they continue to devalue and cut corners, it makes me wonder how much longer.
I am Ep and my husband is Pp. His calls get answered quicker and the agents are usually more helpful and able to resolve the problems quickly and efficiently
Delta Diamond here: I probably call the desk 30-40 times a year (mixture if IRROPS, ticket changes, GUCs etc.). Wait times are 0-3 minutes consistently. (A year ago or so it was bad.). They're not as consistently good as they were pre-pandemic but consistently getting better.
I'm 1K on United - formerly Global Services (until January).
While it has declined, I still find the 1K desk to be helpful. When United had their complete system meltdown a few weeks ago I waited 30 minutes - not terrible considering their call volumes. Normally I don't wait on hold for an agent.
I've also found the agents to be pretty helpful - especially with issues for my partner who doesn't have...
I'm 1K on United - formerly Global Services (until January).
While it has declined, I still find the 1K desk to be helpful. When United had their complete system meltdown a few weeks ago I waited 30 minutes - not terrible considering their call volumes. Normally I don't wait on hold for an agent.
I've also found the agents to be pretty helpful - especially with issues for my partner who doesn't have 1K.
While I miss some of the perks and exceptions Global Services offers, I actually found by the end that many GS agents both didn't know the program rules properly, and went out of their way to try to deny exceptions or special treatment because they felt GS were trying to take advantage of the program.
On the other hand, 1K's perks and rules are clearly laid out and more simple to understand so I actually find issues easier to resolve and agents that are more willing to help.
I was Concierge Key last year. I didn’t spend enough money on the AA credit card so, even though I flew more miles, I was kicked back to EP. I had a hold time of ONE HOUR AND THREE minutes yesterday. I am definitely no longer appreciated as a hard core AA customer.
I left in 2019, This is what happens when you drive away so many who truly cared. Also not having the tools needed or stressing over whether doing the right thing will endure as a write up. Not saying theres not good people there now, but the backing that we had for a high level of service was totally different when I left than when I first started at CK. There's no way EP or...
I left in 2019, This is what happens when you drive away so many who truly cared. Also not having the tools needed or stressing over whether doing the right thing will endure as a write up. Not saying theres not good people there now, but the backing that we had for a high level of service was totally different when I left than when I first started at CK. There's no way EP or CK should be holding, I truly miss what I did there but the level of service I'd been trained to give, well I felt like I had to war each day with internal processes to maintain that level of service. I'm proud of what I did there and I hope that the EP/CK standard that was set decades ago can be restored.
I've had similar recent experience with United 1k desk. Longer wait times if you can even get through, and service that was downright rude at worst and indistinguishable from the standard help line at best.
I was an Executive Platinum res agent in Tucson before they closed the office in 2012. I have to say that it was such a pleasure working with the Execs. The company gave us tools in which to take care of problems and I will say probably 95 percent of us loved working on the desk and liked our jobs. Thank you to all the Execs and I am so sorry to read about the whole situation now. Good luck!
AA has made a business decision to move away from corporate and elite flyers. They cancelled Airpass, they have allowed people to qualify for elite status through credit card purchases. I have been an Airpass member and Concierge Key member for a dozen years running; an Advantage member since day 1 in 1981; and a 2 M miler - and have been abandoned
What about the others? Marriott is similar. Used to be with high status you got through to a representative quickly but not these days. Perhaps too many people with status? Perhaps too many complicated issues people have?
I have been on hold for 1:09 as of now- not even the option to have the desk call me back. I'm trying to book flights to my mother's memorial, only middle seats left - I'm disabled and have platinum / elite status. I just keep getting transferred and bounced around. Not one person knows how to make a reservation with the appropriate upgrade.
AMERICAN - WHAT HAS HAPPENED TO YOUR SENSE OF DIGNITY?
I have been on hold for 1:09 as of now- not even the option to have the desk call me back. I'm trying to book flights to my mother's memorial, only middle seats left - I'm disabled and have platinum / elite status. I just keep getting transferred and bounced around. Not one person knows how to make a reservation with the appropriate upgrade.
AMERICAN - WHAT HAS HAPPENED TO YOUR SENSE OF DIGNITY?
In the hours I've tried to call in I'm watching the cost of my flight just increase. In between crying over the loss of my mother, stressing over having to make a long flight when I have severe nerve damage and cannot bend one leg- waiting on hold is more than I can take.
I'm sending family members and friends to voicemail because I'm on hold- shouldn't speaking with them take priority?
I'm sad to say that flying in the United States has become stressful and pathetic - the rest of the world doesn't shove their disabled passengers into inappropriate seats because it's more affordable. Shame on you American Airlines.
When I was Star Gold at UA I never waited more than 5 minutes for an agent. Most of the time it was around 60 seconds for an agent. The times that I've called AA it took ~60-120 Minutes to get an agent, one agent sounded Filipino, one was from MIA, and one likely was India.
I am a Platinum for Life passenger and no longer bother to call the Platinum desk number. When you ask a question they refer you to the website. How sad!
If you are lifetime platinum you are not Ruby you are Saphire with lounge access for life.
Lifetime Platinum is oneworld sapphire, but AA lounge access is limited to non-AAdvantage sapphire, except on international flights.
It's really wild you wrote this as I had a problem Saturday and had the same issue and even wrote into AA after being quote a 4-hour wait time for a call back from the EXP desk. They eventually called me back about 3.5 hours later after I went to sleep.
I'm stuck in Charlotte, 5 hour delay so far, I called the EXP desk and a 2 hour callback wait.
If airlines can't handle their current passenger capacity, they should not be allowed to expand, period.
I’ve been United 1K for years. The longest whole time I ever had in the worst conditions was approximately 2 to 3 minutes. I find that for the most part the agents I speak to extremely knowledgeable helpful and resolve any issue I may have or help me with any reservation, I may need.
You are so right. While I have only been EXP for 10 years, the last three or four years have been hell. Many times I have argued with poor agents and occasionally they refuse to hang up because they know my review will be bad. Sometime, when the wait is not too bad I’ll hang up and call back hoping to get a better agent.
I am a Diamond at Delta, but only have had top tier status for a couple of years...
1) At least for most Diamonds, I think calls go to a regular Medallion line - or maybe a higher tier Medallion line. I don't know if there is a Diamond desk anymore. Someone referenced a 360 / "Top Tier" Diamond Desk, but can't confirm if that exists
2) Nevertheless, in normal times, I get someone on...
I am a Diamond at Delta, but only have had top tier status for a couple of years...
1) At least for most Diamonds, I think calls go to a regular Medallion line - or maybe a higher tier Medallion line. I don't know if there is a Diamond desk anymore. Someone referenced a 360 / "Top Tier" Diamond Desk, but can't confirm if that exists
2) Nevertheless, in normal times, I get someone on the phone within 5-10 minutes. Some agents are newer and need help from the tech desk, others know more. I get the sense quality has gone down from 5 years ago, but it is a massive improvement over a year or two ago when wait times were astronomical
3) Like others have said, I find it pretty easy to do things via app if necessary. I am a pretty low maintenance traveler (I don't do many connections, for example), so I don't find I need that much.
SO overall, I do think most airlines have seen a decline in phone service, but it sounds like Delta may have held up a bit better. But I am not sure if I would switch to Delta just for the high touch phone service. It's not a big enough of a positive to switch. Switch because of on-bound and on the ground service, route schedule, price, etc.
Is there a Executive Platinum call line anymore? I feel like my wait time is the same as anyone else. Nothing special anymore sad to say
Delta platinum here.. we have a dedicated number here as well.. and in my experience it's been 5 minutes or less
Don’t ask for a call back. You’ll get in FAR quicker than quoted.
As for knowledgeable agents…eh…that’s a coin toss.
1000% agree -- earning EP status w/AA means VERY little to AA. I often get a call back w/in 15-60 mins which is long after I need assistance. I particularly agree w/comment about "EP phone skills or tenure" -- I often know more than they do. I consider changing alliances annually.
The worst benefit of earned EP status is the availability to redeem system-wide upgrades -- essentially of litte to no value as open cabins...
1000% agree -- earning EP status w/AA means VERY little to AA. I often get a call back w/in 15-60 mins which is long after I need assistance. I particularly agree w/comment about "EP phone skills or tenure" -- I often know more than they do. I consider changing alliances annually.
The worst benefit of earned EP status is the availability to redeem system-wide upgrades -- essentially of litte to no value as open cabins months out will not be available and expiration dates mean System-wides "go up in smoke" -- who needs to use a System-wide from LGA to ORD?
I agree with this. Systemwides are a useless benefit. Total waste of time.
No question - after 20 years, you can see and feel the difference in almost every call. The more experienced agents are retiring, and new ones (if you can get them on the line) seem to have no clue about what travelers experience today. I was in Paris last month and couldn't get through for hours when I REALLY needed an agent who could get things done...because of a flight irregularity, AA had cancelled the...
No question - after 20 years, you can see and feel the difference in almost every call. The more experienced agents are retiring, and new ones (if you can get them on the line) seem to have no clue about what travelers experience today. I was in Paris last month and couldn't get through for hours when I REALLY needed an agent who could get things done...because of a flight irregularity, AA had cancelled the return flight I'd gotten on miles for my sister-in-law. No level of AI could fix this - it took a real person.
And I'm SO tired of being asked if I "know the fastest way to resolve issues" is using the website - which works great for routine matters, but is worthless for real problems the system has created.
I miss the old one. I constantly have to use the callback to talk to an agent. When dealing with a cancelled or delayed flight I don’t have between 30 to 35 minutes for a callback.
8 consecutive years as EXP and wow, what a sad decline. but let's all be really honest here, the issue is not just with us whiny EXP's expecting to be treated a little better. The real problem is AA's decline into crappiness. I coined a new phrase an hour ago, after AA cancelled my flight which was with my 5 year old. They "rebooked" us into two different itineraries, both with connections. AA now allows...
8 consecutive years as EXP and wow, what a sad decline. but let's all be really honest here, the issue is not just with us whiny EXP's expecting to be treated a little better. The real problem is AA's decline into crappiness. I coined a new phrase an hour ago, after AA cancelled my flight which was with my 5 year old. They "rebooked" us into two different itineraries, both with connections. AA now allows 5 year olds to fly unaccompanied and unrequested? Wow!
AA, United, Delta, they are all part of a new class of airline: the LVC class. Low Value Carrier.
The industry has changed.... Covid changed the industry.... Technology has changed the industry. Those who were in the Executive Platinum call centers were veteran American Airline employees... they knew Sabre, they knew fare codes... they had the power to do the impossible as they were empowered to make the right decision for the customers... those employees that knew those systems have retired or left AA.... for example, today, if i need a "paper" ticket receipt...
The industry has changed.... Covid changed the industry.... Technology has changed the industry. Those who were in the Executive Platinum call centers were veteran American Airline employees... they knew Sabre, they knew fare codes... they had the power to do the impossible as they were empowered to make the right decision for the customers... those employees that knew those systems have retired or left AA.... for example, today, if i need a "paper" ticket receipt the ticket agent at the counter or the gate agent have no idea how to do that... some will say its impossible... some will ask another agent... its a simple task of input to have the printer spit out the ATB document... I never take the option to have AA call back, i will hold on..... As for the Technology .. the changes that have been made is to minimize the interaction with a human being... "agent".. you see more posts about an app not working... and thus when "system apps" fail there are not enough warm body agents to help.. oh well the new age of Jet Travel...
I have been AA Exec Plat for 13 consecutive years and probably another 10 prior to that off-and-on. 2 million+ lifetime miles.
Current Exec Plat customer service line experience mirrors your description. First, I make every attempt to avoid calling. But, when I have to call, there are habitual "call back" delays of 15-30 minutes. Best option is to call early on a weekend morning for non-immediate needs. Some agents are downright terrible humans -...
I have been AA Exec Plat for 13 consecutive years and probably another 10 prior to that off-and-on. 2 million+ lifetime miles.
Current Exec Plat customer service line experience mirrors your description. First, I make every attempt to avoid calling. But, when I have to call, there are habitual "call back" delays of 15-30 minutes. Best option is to call early on a weekend morning for non-immediate needs. Some agents are downright terrible humans - nasty people griping about their lot in life and untrained in either the computer systems or the customer service side. A request to transfer me to an agent not suffering (allegedly) from an active case of COVID resulted in being transferred to the Spanish-speaking line. Hah! Turns out, that's a great outcome. Wonderfully capable and trained person who took about 40 minutes to move my entire family onto a different flight from mid-America to Hawaii that resulted in a perfect outcome.
Other experiences during "travel disruptions" can be 1-2 hours if the hiccup is impacting the entire airline or a large hub. It is super 'hit-or-miss.'
Bottom line: avoid calling at all costs. Spend millions on the AA credit cards to be first on the accommodation list.
Just stay on hold even if they say the predicted call back time is 40+ minutes. more often than not, you'll only wait for 10-15 min tops. The music is nice to listen to btw.
Your lucky if it's only been an hour or two call back time, for me it's been four to six hours and the whole Executive Platinum experience has been watered down. I no longer stick to AA for my business class overseas trips, I just go with the best routing and price now.
I would agree, I do not remember the last time I didn't have to wait at least 20 minutes, and now this feels like a win as it is routinely 1 hour+ . The biggest issue is you cant do anything online so just a simple inquiry can take hours.
Very rough ExP experience recently where it took a long time to get a call back and then despite them telling me my reservation was confirmed - and giving me a record locator - the res never went through. Took another call - and another hour - to get it sorted - and I was explaining to that agent how to solve the problem….
They just hired any one with a pulse zero training and the work force today is kids that don’t care they don’t respect parents and some never even had parents it’s a shit show
Absolutely it’s much worse. Even before Covid, points were readily available on international business class points. They blame the lack of released flights by there alliance. There is literally nothing available anymore. We’ve been trying for 2 years. Any suggestions on a diff Airline plan specifically for international?
The competence and training of the agents is also questionable-on my last three disruptions on international F tickets i was initially rebooked by the renowned AA AI system into completely different itineraries in Y three days later (!). I called the Exp as I do not hold CK status with AA and it took three-four calls on average each time to the EXP line to get rebooked. The agents -often showing just impatience to move...
The competence and training of the agents is also questionable-on my last three disruptions on international F tickets i was initially rebooked by the renowned AA AI system into completely different itineraries in Y three days later (!). I called the Exp as I do not hold CK status with AA and it took three-four calls on average each time to the EXP line to get rebooked. The agents -often showing just impatience to move on to next caller- ignored or pretended to ignore what i believe are the simplest things (origin-destinations airports, class of service, no ‘creative’ repricing of ticket since there were cancellations).
As someone who pays consistently for premium fares and has a tight travel schedule i find it infuriating.
Particularly when i think that my business people scream at me when they wait for 10 minutes for a call to be answered and they are not even paying themselves for a service. I consistently tell them ‘try with a company like AA, you’ll love us’
I’ve been exp for almost 25 years. The service is at an all time low . I used to love calling in and getting things done. It takes so much more time now and many of the agents seem like they really could care less.
You are correct. The EP desk sucks noelw. There is always a massive wait. For me, I use to be able to make changes at the airport when connecting. It helped when there were disruptions, but now with 1 to 4 hour wait times the norm, the desk is useless, as the only things to use them for is non emergency items, which can all be done online. I status marched with united, their line is much better.
I miss the old AA. Courteous, one mile flown is one point elite. I’m over 2 million for lifetime platinum which is relatively worthless. Never an upgrade or even upgrade with miles + fee. Telephone wait times are awful. Loyal to AA since 1988 now doing matching elite status challenge with Delta for domestic and AF international. Flight attendant (let’s call her Karen) was off the hook from moment she saw I had a carry...
I miss the old AA. Courteous, one mile flown is one point elite. I’m over 2 million for lifetime platinum which is relatively worthless. Never an upgrade or even upgrade with miles + fee. Telephone wait times are awful. Loyal to AA since 1988 now doing matching elite status challenge with Delta for domestic and AF international. Flight attendant (let’s call her Karen) was off the hook from moment she saw I had a carry on dog. Called up to gate to have supervisor come down to my seat to reiterate pet rules. My pet was silently in her bag under the seat. No idea what set off the attendant. In paid first class and she never once came with any service at all during the flight. None. Nada. It was comical to all around me. That was the straw - M9Y8136.
This decline in call center services seems to be happening with many carriers. SQ and CX have cut phone services drastically that they seem more and more like their subpar counterparts and not the excellent airlines they used to be. CX now uses chatbots to handle inquiries, making it impossible to solve most issues, let alone irregular ones. I do remember excellent AA Executive Platinum phone service as an OW Emerald when a flight was...
This decline in call center services seems to be happening with many carriers. SQ and CX have cut phone services drastically that they seem more and more like their subpar counterparts and not the excellent airlines they used to be. CX now uses chatbots to handle inquiries, making it impossible to solve most issues, let alone irregular ones. I do remember excellent AA Executive Platinum phone service as an OW Emerald when a flight was delayed. I was rerouted on a CX flight that got me in even earlier than my original flight arrival. Cheerful, concerned, knowledgeable, and effective agents are rare globally, just like decent catering.
This is all about cost cutting and yes "encouraging" people to use technology over people. I'm ok with that as long as the technology works, in fact I prefer it. But with AA too many times it doesn't and hence the need for a huma being.
The difference now is that you must do your research for example during travel interruptions and be ready to give the agent your preferred changes. Otherwise, don't expect much.
Just remember, it is US Air, not American.
You mean America West.
I was an Exec Plat flyer for many years.
But gone are those good ol days.
Service, Upgrades, and just plain individual attention seem to wane often.
I am now only a lowly 3 Million Miler / Lifetime Platinum flyer and very very rarely do I sit up front. Even if I want to pay for an upgrade most flights are booked so full even that is close to impossible.
So...
I was an Exec Plat flyer for many years.
But gone are those good ol days.
Service, Upgrades, and just plain individual attention seem to wane often.
I am now only a lowly 3 Million Miler / Lifetime Platinum flyer and very very rarely do I sit up front. Even if I want to pay for an upgrade most flights are booked so full even that is close to impossible.
So now I put my head down and endure travel, just want to get from point A to B.
Thank goodness for the Admirals Club though.
No. You are not. My dealings with the EXEC Plat phone line were 80 percent WTF ....
I’ve been an EP since circa 2005. I used to have the names and work schedules for great agents. The RDU ones were the best. Kathy Mas……. was amazing. you could call in, and once past the advantage number prompt would get an agent in under a minute in normal times and 5 during major disruptions. If there was a complex booking I could call and get transferred to Kathy.
Then Doug and the rest...
I’ve been an EP since circa 2005. I used to have the names and work schedules for great agents. The RDU ones were the best. Kathy Mas……. was amazing. you could call in, and once past the advantage number prompt would get an agent in under a minute in normal times and 5 during major disruptions. If there was a complex booking I could call and get transferred to Kathy.
Then Doug and the rest of the PHX management team went after all the soft products the Airline was known for. There was a time that AA commanded a much higher premium margin than DL. Times have changed.
My recent interactions with 80% of the agents I interact with is lackluster at best. There are a few gems in the mix.
Flying AA since 1991. EXP for a while now year over year. 4.8M miles. Yes I have found the Exp desk to be a far cry from what it used to be. The shift to credit card spending vs actual flying makes it worse as the focus (profit) of the airline is not on operations
It used to be that we could even call or fax the office of the CEO (for me during...
Flying AA since 1991. EXP for a while now year over year. 4.8M miles. Yes I have found the Exp desk to be a far cry from what it used to be. The shift to credit card spending vs actual flying makes it worse as the focus (profit) of the airline is not on operations
It used to be that we could even call or fax the office of the CEO (for me during Carty's time this was really great access for customers who were super loyal).
Today the hold times are so long that it's almost not worth it and the lack of velocity in information sharing does not enable divert/cancel/rebook decisions.
As a lifetime UA Global Services, I find their service is excellent. Dedicated phone lines - rarely more than a 5-minute wait post-COVID (was rarely >2 minutes prior), proactive re-booking during IROPS, still meeting me on the jet bridge during tight international connections to drive us to connecting gate, fabulous dedicated check-in area at hubs, etc. For me having GS status is the only thing that makes travel tolerable. Yes, there are occasional hiccups and...
As a lifetime UA Global Services, I find their service is excellent. Dedicated phone lines - rarely more than a 5-minute wait post-COVID (was rarely >2 minutes prior), proactive re-booking during IROPS, still meeting me on the jet bridge during tight international connections to drive us to connecting gate, fabulous dedicated check-in area at hubs, etc. For me having GS status is the only thing that makes travel tolerable. Yes, there are occasional hiccups and snafus, but overall I'm happy with the level of effort they expend to keep their loyal customers happy.
That's when it was American Airlines. Happy employees, now it US Airlines, I feel that this Airlines doesn't know how to run a large Airlines. when a company comes in an fires all American Airlines management. that not right.
How do you get lifetime GS?
I thought it's a year by year thing ...
The golden days on the EXP desk were indeed extraordinary. Calls were answered on the first ring, the agents were so knowledgeable, and they were so empowered to do the right thing for EXPs. You not only knew many of their names, you could even asked to be transferred to a specific agent. It really was fantastic.
The desk today in no way resembles that, sadly. There are still some great agents, but it’s...
The golden days on the EXP desk were indeed extraordinary. Calls were answered on the first ring, the agents were so knowledgeable, and they were so empowered to do the right thing for EXPs. You not only knew many of their names, you could even asked to be transferred to a specific agent. It really was fantastic.
The desk today in no way resembles that, sadly. There are still some great agents, but it’s very hit or miss. The callback times are ridiculous, but I’ll echo others who say just remain on hold. Just this morning I got a callback estimate of 90-120 minutes, but when I stayed on the line my call was picked up literally immediately. By a great agent too! Sadly though, even the best agents can’t get around the lack of empowerment they’re granted now.
UA 1k desk is usually 5 minutes or less. In 2019 I had both EXP and 1k and I was always surprised by the wait times for AA. In terms of quality of agents, it's hit or miss, especially for complicated upgrades.
Being EP used to mean something. Now it means nothing. The EP deal is rarely accessible, upgrades are almost impossible to achieve. Ametican is now offering upgrades for a very reasonable fee and they are waiting for passengers to purchase the upgrades versus upgrading their elite flyers. I understand that paid upgrades help profits but being loyal to an airline doesn't seem like a good idea. Buy a coach ticket and pay the upgrade fee at check in. Smarter plan
Agreed. ExP for over a decade and service continues to slide; it all depends on who you get.
I would suggest though that people take the survey at the end/ as I feel like most of us skip over it and it’s at least a way to voice your opinion.
The downfall actually started following the merger with US Airways. I have been an Executive Plat for as long as they had the classification with over 5 million miles flown on AA. I am Platinum for life but it now means nothing. Since the merger I have spoken to a number of agents who went off the phone desk and back to the terminals. Why? Because they were told that after the merger they were...
The downfall actually started following the merger with US Airways. I have been an Executive Plat for as long as they had the classification with over 5 million miles flown on AA. I am Platinum for life but it now means nothing. Since the merger I have spoken to a number of agents who went off the phone desk and back to the terminals. Why? Because they were told that after the merger they were banned from doing a number of things for Exec Plats that they were allowed to do over the years. AA has truly diminished the privileges that the Exex Plata had over the years.
This is precisely why I would rather take my chances with an AI rep. It's one thing to wait 45 minutes but then you get a clueless agent from india who just immediately tells you they understand my issue but really don't even come close to understanding. I had to call AA each month for 6 consecutive months for missing miles. Each time they would say no problem we'll fix that within 30 days. It...
This is precisely why I would rather take my chances with an AI rep. It's one thing to wait 45 minutes but then you get a clueless agent from india who just immediately tells you they understand my issue but really don't even come close to understanding. I had to call AA each month for 6 consecutive months for missing miles. Each time they would say no problem we'll fix that within 30 days. It wasn't until I sent the entire email thread I had with them and detailing the phone calls to the executive Marketing dept at AA did someone fixed it with barely am apology. I have similar issues with delta whose agents think domestic delta first class is a better product than delta one. I welcome the AI overlords.
Executive Platinum desk :)))))))) rather than wait we can call you back when it’s your turn in 7 hours and 28 minutes.
There is a secret to circumvent this. Your call is also answered if you’re in the middle of a disruption. If your next reservation is in like one month they detect that.
I am an EXP with over 6 million miles and has 369 000 loyalty points last year - and this my second airline !! The reason I fly mostly United besides better fares and staff is they pick up the phone when needed , both 1K and global - my firm has both - the treatment of the EXP customer care is atrocious , AA is run by people who told us that their are no elite travelers , we beg to differ
I too have seen a major decline in the EP phone center call service. I know I sound like my grandfather when I say, “ I remember when” the calls were answered almost immediately. In the last few years, my calls never get answered. I get put on hold and told by the system it will be 47 minutes or over one hour to answer my call. This is ridiculous. Yes, you can request a...
I too have seen a major decline in the EP phone center call service. I know I sound like my grandfather when I say, “ I remember when” the calls were answered almost immediately. In the last few years, my calls never get answered. I get put on hold and told by the system it will be 47 minutes or over one hour to answer my call. This is ridiculous. Yes, you can request a call back but that’s not always con when time is of the essence. That “WAS” one of the biggest perks, a dedicated phone line to quickly assist the top tier Executive Platinum members. Some issues can’t be handled online. AA needs to fix this important issue.
Mark
They have a high turn over rate. Low wages with the hope of selling free tickets all over the roof that you can’t use.
They were hiring home based rep agents for 13 usd an hour in the Miami area. So , that’s your answer. They have also cut wages in many other departments .
You have to HUCA and make sure you are dealing with the advantage desk. There are ways to get a helpful agent. There’s a few out there.
Not sure why but I've gotten the 1hr waits at times but normally it's either direct or a 5 min hold. Even recent 1 hour waits when there are NO systemwide weather issues that would increase the call-ins. This is late morning weekends pacific time in most cases if I ever do call
When I get those callback suggests for long waits - I setup the auto call back and DM the AA Twitter team - 60% of the time they get to the issues/item I need before the callback
The sad decline of customer service in the US as a whole.
Delta is fantastic, as you know, but keep taking AA so you have content. You can handle most Delta needs via text it’s super simple and easy.
EXP agents have become useless. They dont even know the program at all. They try to correct me and when I read from the aa.com they say "we are not aware of these changes" lol.
I have to constantly hang up and call again and get another agent. Its crazy.
Also, now they are useless as a One World alliance. Before if it was a aa booked ticket but operated by another carrier they used to be able to choose seats. Now they just tell you to call the carrier. Useless.
AA EXP and for some glorious years, CK, for 20 years.
Yes it has changed, and fortunately self serve options have improved at the same time. Still I would rather not have to need a synchronous conversation - if the agent needs 2 minutes or 20 minutes, I only want to spend 2. An e-mail, chat or even text option to handle most transactions or available on the website are fine by me. I doubt...
AA EXP and for some glorious years, CK, for 20 years.
Yes it has changed, and fortunately self serve options have improved at the same time. Still I would rather not have to need a synchronous conversation - if the agent needs 2 minutes or 20 minutes, I only want to spend 2. An e-mail, chat or even text option to handle most transactions or available on the website are fine by me. I doubt we will rebuild the “top tier” team back in Tucson and Dallas, instead let’s just reduce the friction.
I am a dinosaur - in the program since day 1 - AA number starts with a "1" with no letters and i will hit 9.9MM miles in 3 weeks- YES!!
When i finally hit 10MM next year, i can't wait for my "we really appreciate your business" emaii and 4 SWUs - can't wait
Call what is going on with AA EXPLAT program a DECLINE is a gross understatement - it has become virtually...
I am a dinosaur - in the program since day 1 - AA number starts with a "1" with no letters and i will hit 9.9MM miles in 3 weeks- YES!!
When i finally hit 10MM next year, i can't wait for my "we really appreciate your business" emaii and 4 SWUs - can't wait
Call what is going on with AA EXPLAT program a DECLINE is a gross understatement - it has become virtually worthless - especially now that the bar has been lowered and you can become and EXPLAT without stepping on a plane. There are more EXPLATS out there but the support hasn't caught up and probably won't
When I need an agent, I call at 7AM Eastern time and i can usually get one of the "original" agents who really still care after that, it's a total crap shoot.
When i realize that the call is being answered in the Lima Peru call center, I hang up. They can usually handle basic issues but if it more complicated, they are useless and when challenged, they hang up!!!
What am i doing? Simple, I use the best carriers on the route. I moved 1/2 of my Asian trips to Emirates - a crappy program but great service - and will fly partners where it makes sense and why fly AA when i can fly QR?. This is over $50K/year for me and my family
i don't get rewarded for loyalty so why return the favor?
Good for you.
A lot of people having problem letting go their marriage of 9.9MM miles. And thinks flying anyone else is being unfaithful.
Makes me think maybe airline and credit card miles is an addiction. Time for CDC to classify it.
I thought there used to be a different United 1K number. It is now the same as the number for everyone. Last week I waited 20 min and I thought I was supposed to be at least filtered to certain agents but the one I spoke to was clueless and didn’t know I was 1K until after doing a litany of account verification.
I just called EXP desk to cancel two award bookings and issue a new award booking.
Call back time was 1hr 45 mins. I pressed 2 to wait and went straight through!
Could only cancel flights and need to wait for miles to be redeposited.
They can return the miles, they just don’t know how. You got an agent one quick but they weren’t competent.
They wanted to transfer me to the Aadvantage desk, I just HUCAed and got a competent one who said so, after I asked why he could return the miles but the other agent couldn’t.
They can return the miles, they just don’t know how. You got an agent one quick but they weren’t competent.
They wanted to transfer me to the Aadvantage desk, I just HUCAed and got a competent one who said so, after I asked why he could return the miles but the other agent couldn’t.
Thanks for bringing this up, as it's one of the few things I had missed about being an EXP. I was an EXP for a few years in the mid 2010s, and I loved having access to that call center, although the waits weren't usually bad even when I was Gold to PPro. For the last 2 years, as a PPro, the wait times have been horrid. I get great service most of the time,...
Thanks for bringing this up, as it's one of the few things I had missed about being an EXP. I was an EXP for a few years in the mid 2010s, and I loved having access to that call center, although the waits weren't usually bad even when I was Gold to PPro. For the last 2 years, as a PPro, the wait times have been horrid. I get great service most of the time, but there is this one guy who's screwed me over multiple times while I've tried to book award tickets that I've put on hold. Calls to Alaska, Jetblue, and BA have been quick. Something's going on.
Exp until after pandemic for several years, dropped to plat pro and lifetime platinum.
My last two dealings with them on award schedule changes was worse than Iberia’s. Ben, take what you describe and then consider HUCAx 5. Unless it’s a crazy low award and I’m hoping to schedule change into a nonstop, I often book away from AA these days.
“The long-standing truth is that companies don’t want to talk to you. First they didn’t want to do it in person, then they didn’t want to do it by phone, now they don’t want to do it online, and soon they won’t want to do it at all. It’s not personal—it just costs money.”
https://www.theatlantic.com/technology/archive/2023/06/airline-customer-service-chatbot-ai/674412/
Without IROPS delta diamond desk is pretty reliable. Even during hard times 10-20 min seems to be the max. HOWEVER, the quality does seem to have declined. I think more people work the diamond desk that wouldn’t have been able to a few years ago. Sometimes you get an all star, and sometimes I have to teach the agent what a codeshare is (ok not that bad but still)
I agree. I do have a private 360 number on delta. Never wait more than minute. And delta Diamond desk is very helpful to me, if I had contact that number and has always been quick and professional. Not as quick as 360, but never more than waiting 10 minutes during huge storms or travel delays. I’m not trying being Delta fan person, but their customer service is best for loyalty and frequency of flying.
Have been EXP since 1995... Over 5 million miles. In the last 18 months I've had better luck calling the Spanish speaking service line than EXP. Twice I had to tell the EXP agent ...never mind, I will stay with what I've got... to basically stop them from messing up an elaborate booking. The situation is terrible, and as some previous poster noted, EXP phone service is probably going away soon.
I was on hold for United Airlines to cancel a reservation made yesterday for well over an hour. Sadly, this is the state of airline reservations customer service. Not sure if this is cost cutting or truly being overwhelmed by flight cancellations as was told by the reservations agent. It is what has come to be expected. I don't think status or what tier you're in or whether you choose an airline known for high...
I was on hold for United Airlines to cancel a reservation made yesterday for well over an hour. Sadly, this is the state of airline reservations customer service. Not sure if this is cost cutting or truly being overwhelmed by flight cancellations as was told by the reservations agent. It is what has come to be expected. I don't think status or what tier you're in or whether you choose an airline known for high service (ie. Singapore Airlines for example where I had a similar, albeit shorter wait time speak to someone) matters anymore.
It was even better 20+ years ago. Back then, the EXEC desk agents were the best over all the Reservation Offices (even a few amazing international agents - not from a remote call center in the usual places now for many airlines)... but yes many in Tuscon! In those days, if you flew AA often (which I did) - I called in, got an agent immediately and not only did I recognize many of them,...
It was even better 20+ years ago. Back then, the EXEC desk agents were the best over all the Reservation Offices (even a few amazing international agents - not from a remote call center in the usual places now for many airlines)... but yes many in Tuscon! In those days, if you flew AA often (which I did) - I called in, got an agent immediately and not only did I recognize many of them, but I felt that many knew me! (That was before the days of the voice recognition asking your AAdvantage number!)
I have not been flying a lot in recent years, but definitely does not feel the same as it was at the turn of the century!
I dropped from United 1K down to Platinum this year. Last year as a 1K, it was rare to wait for more than 5 min, and the agents were usually good. (It does help in my experience to call during business hours; seemed more likely to run into a US-based agent.)
As a Platinum this year, it's still fast - maybe more like 10 min max. But still very fast overall, no complaints.
Similar experience as others have.
AA EXP > 1 hour, worst > 2.5 hours
DL DM 1 hour
Both have issues with knowledge and abilities comparing to pre COVID.
I was a Platinum Am West Flyer who transitioned through everything and I subsequently ended up being an AA 2 Million Miler. I knew things were heading south when Doug Parker took the helm..and the slide continues. Good old days. I lived in Hawaii for much of my FF career and I had a run of 97 consecutive upgrades, both to and from the Mainland and on the Mainland. Ha! Those days are forever gone....
I was a Platinum Am West Flyer who transitioned through everything and I subsequently ended up being an AA 2 Million Miler. I knew things were heading south when Doug Parker took the helm..and the slide continues. Good old days. I lived in Hawaii for much of my FF career and I had a run of 97 consecutive upgrades, both to and from the Mainland and on the Mainland. Ha! Those days are forever gone. Yes, Tucson had The Best CSRs. I am happy to be living off my lifetime platinum, now retired and no longer a Road Warrior. But my Emerald status has been reduced to Ruby since I no longer pay for tickets, living off my 1.5mm FF miles.
Love this blog.
Tom
"They were empowered to make exceptions, and to do the right thing." This is the missing.
The Tuscon.office agents were absolutely awesome.
1K desk has always picked up in a couple of minutes for me. There is a perceptible difference between agent quality between the 1K desk and for lower status levels. Assuming GS agents are better than 1K agents.
This is my 1K experience as well. Virtually no up front wait time and I'm very happy with the competence of the agents and their understanding of my needs. I do find that United's systems seem to take a long time to get things done. Often the agents need to get a second agent involved (e.g. the rate desk) and it surprises me at how long the process is, but it always gets done properly.
I used to work in Res at Drlta, there’s no dedicated agents there anymore except for the highest tiered 360/Diamond Elites. Lower Diamonds all the way down the slide are “assisted” by regular agents now. Loyalt means nothing anymore.
I’ve noticed that. Terrible systems and some agents are truly bad. I just cancelled six trips I was to take next year because I was so frustrated by Deltas Diamond Medallion line. I’ve been Diamond since 2016 and have almost 2 million miles. I am rapidly coming to the end of my loyalty to this fading airline.
I've had no hold time with DL, but what's shockingly apparent is that agents are no longer empowered. It used to be they could do anything reasonably logical to solve a problem, now you might as well be talking to a computer.
Today I called the Diamond Medallion line to get credit for a flight I took Tuesday and they had themselves had to call the SkyMiles desk. An hour on hold.
This will be my last year as Diamond on Delta. No point to it anymore.
Maybe I’m the type of customer AA wants these days? I’m only in my second year of being EP. Was PP prior to that.
I’m not sure I’ve called the EP Desk a single time in the last year or so? I try to do everything on line or via the App. I guess it mostly works since I haven’t called AA in quite some time? No real issues from my side.
These call desks will be gone in a few years, replaced by AI chat bots. Enjoy the last days of disco while we still can.
Everything at AA has been downgraded. They are more interested in selling credit cards than providing top notch air services... Sadly
My top status with American dates back to America West and US Airways times, if I remember correctly it started in 1998. In as much I’ve seen it all I think.
In my travels I’ve meet a number of other EXP folks as well as United and Delta road warriors and we share various war stories. My experience is the America Executive Desk is over 30 minutes wait times, inexperienced team members and flat...
My top status with American dates back to America West and US Airways times, if I remember correctly it started in 1998. In as much I’ve seen it all I think.
In my travels I’ve meet a number of other EXP folks as well as United and Delta road warriors and we share various war stories. My experience is the America Executive Desk is over 30 minutes wait times, inexperienced team members and flat out being disingenuous about things. Whereas Delta and United’s folks tell me a far better story with their own experiences with their dedicated help lines.
My view is American has taken our loyalty for granted. We are in a very bad marriage that most of us cannot divorce from. So we’re stuck with American. As I see it our only hope is that a large downturn in travel (like in 2008-2011) will turn the culture and attitudes in American to honor, appreciate and value their customers and especially their top customers.
Service level has definitely degraded. Besides waiting endlessly for an agent, at times you get one that is not very customer service focused or even downright rude.
Does the EXP desk route calls to regular customer service agents? It sure does seem like that. Once in a while you'll be lucky to get connected to a veteran agent who knows what they are doing and gives respect to EXP members.
In the early days of post COVID disruption the Delta Diamond line had some bad hold times, but in recent months I’ve never waited on line when I’ve called them (though I haven’t called during any major meltdowns recently). I believe Delta has little or no separation of dedicated Diamond agents any more though.
During the pandemic AA let many senior agents take buyouts or early retirement. The service remained OK until travel ramped back up again. Now the quoted hold time is longer for EP than for a regular caller sometimes. Then on top of that you just end up speaking with a backup EP agent, who is not really fully trained. As a previous poster noted, you get the best service from morning ET until late afternoon...
During the pandemic AA let many senior agents take buyouts or early retirement. The service remained OK until travel ramped back up again. Now the quoted hold time is longer for EP than for a regular caller sometimes. Then on top of that you just end up speaking with a backup EP agent, who is not really fully trained. As a previous poster noted, you get the best service from morning ET until late afternoon as this is when the most of the true "senior" EP agents (they are based in Dallas and Cary, NC mainly I believe) choose to work. There are exceptions as they are staffed 24/7, but the junior agents get the less desirable shifts. Now days AA has not really been training their agents fully in an attempt to staff to try and answer the phones in a decent amount of time. This really shows with backup EP agents who have to call their "helpdesk" to get something done. Real EP Agents only have to call Tariff. This really shows up when trying to book any partner awards. Long gone are the days when you could ask for "Lorraine Cross" and get everything done in one call, unless you just happen to stumble upon a great agent. I am not sure about ConKey members' service, perhaps it is better? The Executive Platinum Desk is a shadow of it's former self, but I guess the EP Desk is going the way of the EP flyer who sometimes have very limited plane travel experience.
Couldn't agree more with the author. Part of a general decline in at least this airline. Not surprising from a company who takes advantage of captive customers to hawk a high-interest credit card on virtually every flight.
I did a status challenge on United Airlines and Delta Airlines in the past six months. I am also a lifetime American Airlines platinum member… Every single time I called Delta they would answer in 60 seconds and virtually the same with United Airlines. Their status lines are quick and efficient and are always willing to help. Sadly, American Airlines has failed miserably and I usually have to wait anywhere from 20 min up to 4 hours for someone to get on.
I'm Diamond on Delta. During non-peak times or times without service disruptions, the hold time is 0-1 minutes probably 99% of the time. During disruptions, I've had to wait anywhere between 8-20 minutes. This was actually much worse coming out of the pandemic when they had a massive staff shortage, but it's gotten pretty good lately.
Hold times have gotten better, but the quality of the agents have plunged. Add to that the fact front line phone agents are not allowed to reissue tickets and that can easily add 30-60 minutes to an otherwise straightforward issue.
100%%%% - this is pure speculation but it seems some agents (true diamond desk agents) can do a lot more, but its luck of the draw if you get one. Sometimes I’ll call and a complex issue is resolved in 2 minutes. Sometimes I call and a simple issue requires them to call someone else (meaning long hold time).
Yep, agreed. And the reticketing thing is a joke. But the question was about wait times, and based on what was written, I think on the whole (and assuming you don't need to be reticketed), Delta is doing much better than AA.
It’s been a long steady decline that only continues to worsen. Not only are wait times increasing, but the avg call length are double (if not 3x) what they used to be. I don’t know how long it should take to rebook a ticket or to apply a SWU, but I don’t think 20-30 mins is reasonable—for both the customer and the agent.
For what it’s worth, choosing to stay on hold usually results in the call getting answered in far less time than the call back estimate.
After moving to Miami, I status matched from United 1K to AA EP. There are many things I like better about American — upgrade clearance rates etc. but unfortunately, the hold times for EP desk are simply unbearable for near-top tier customers. Thank you for writing this post and let’s hope somebody flags it for AA leadership.
Yes, it's an issue. But here's the problem: THEY DON'T CARE! Why not? Because you have no other choice. You will fly American, whether you like it or not, regardless of the quality of service they provide.
Let's face it, there's a reason why you and I are Executive Platinum, and we all know it's not the quality of the hard or soft product. Presumably, American fits your home location or destinations.
So until they...
Yes, it's an issue. But here's the problem: THEY DON'T CARE! Why not? Because you have no other choice. You will fly American, whether you like it or not, regardless of the quality of service they provide.
Let's face it, there's a reason why you and I are Executive Platinum, and we all know it's not the quality of the hard or soft product. Presumably, American fits your home location or destinations.
So until they lower their standards so far that we are forced to make a painful change, they will nickel and dime us, successfully, for years to come.
I try whenever possible to self resolve my traffic interruptions. Sometimes I easily can. I like the fact that when presented with options on the app I will be told if First is available. My calls to the EXP desk are down. I usually have to request a call back and do get call backed within the state time. The service seems to be all over the map from stellar to downright rude, unhelp and clueless.
I think the ExP line still has great value, I usually don't hold for more than a few minutes or the call back has always been within the stated call back window. The agents have been friendly and helpful 90 percent of the time and I'd say excellent 50 percent of the time.
Had the same issues with them lately. 1.5hr+ wait times to speak to an agent. Seems AA no longer cares about their very loyal customers...I really don't understand...sad!
Just a friendly reminder to fellow EXP's, those "OutstAAnding Sevice" tickets we get each year cab be given to great phone agents. They can also be reordered from AA easily. If we don't use them and hand them out, we might lose them. It's a good way to encourage excellence in the AA staff, and for AA Corporate to see they are being handed out. You'll just read off the code that's on the coupon/ticket...
Just a friendly reminder to fellow EXP's, those "OutstAAnding Sevice" tickets we get each year cab be given to great phone agents. They can also be reordered from AA easily. If we don't use them and hand them out, we might lose them. It's a good way to encourage excellence in the AA staff, and for AA Corporate to see they are being handed out. You'll just read off the code that's on the coupon/ticket instead of physically giving it over to an FF/Gate Agent/Lounge attendant. I reorder them at least once each year.
Employees don't care about these. All it does is enter them into a raffle they have little to no chance of winning.
Employees do care about those. More and more it seems like AA doesn't give two xxx about employees or customers. So even a recognition like this from a customer goes a long way.
Every employee I've ever given one too DOES care about it. Not because of the raffle, but because another human being toom the time and effort to thank them. Sorry, I'm not as cynical as most of the commentary on this page and others. A small action can change someone's day/week/month/quarter/year.
I totally agree with you, Ben. I have been Executive Platinum for over a dozen years. I rarely speak to an EXP representative in a minute, like in the good old days. Since the start of the pandemic, I have had to leave my mobile number and wait at least 30 minutes to an hour for someone to call me back. Some EXP agents are knowledgeable and often go out of their way to resolve my travel issues. Most of the time, EXP agents have no clue and have to do research.
Executive Platinum got devalued and has become something that anyone can earn by charging using a credit card. As such, it has become worthless in terms of status. Couple this to airline mile devaluations, and the whole idea of clamoring for elite status is quite silly. I remember being Executive Platinum back when it actually meant something and it was a pleasure dealing with the Executive Platinum desk. American Airlines opted to monetize loyalty and...
Executive Platinum got devalued and has become something that anyone can earn by charging using a credit card. As such, it has become worthless in terms of status. Couple this to airline mile devaluations, and the whole idea of clamoring for elite status is quite silly. I remember being Executive Platinum back when it actually meant something and it was a pleasure dealing with the Executive Platinum desk. American Airlines opted to monetize loyalty and become a credit card company with some airplanes attached. The result is what you see. Those of us that have seen this decline are increasingly opting to have zero loyalty to any carrier and to let our dollars vote.
I've been saying this on every blog concerning loyalty. Your last sentence is and has been my position. Go where you can get the best deal. FYI I'm a million miler with Delta, wife 2 million with American and great friend 4 million with American. Means zero!
FMB, you are absolutely right. The real problem is that status has nothing to do with airline loyalty anymore. You can be an EXP having very few flights on AA. Just spend on the card. I think it's a slap in the face to those of us that have actually been loyal to the airline year after year. The amount of EXPs has increased dramatically since the credit card deal came to be.
For 1K, I’ve consistently found hold times very short unless there are major disruptions, but you’ll sometimes be routed to a non-1K representative. But I’d say I average about a 1-2 minute wait when calling in. I also LOVE that United has an email address so I can send in straight forward requests and have an agent respond in 24-48 hours. Saves me from even having to pick up the phone.
1k picks up within 30 seconds usually.
EXP for about a dozen years and things have changed. Exact same experience for me too - wondering when someone would write about it. It used to be that typical wait times were either none or just a minute or two. Now, on a good day, it’s a few minutes but usually it’s more like 20-40 minutes. The agents are inconsistent. Some are the same as before - and some are totally clueless. I tend...
EXP for about a dozen years and things have changed. Exact same experience for me too - wondering when someone would write about it. It used to be that typical wait times were either none or just a minute or two. Now, on a good day, it’s a few minutes but usually it’s more like 20-40 minutes. The agents are inconsistent. Some are the same as before - and some are totally clueless. I tend to have the best luck early in the morning with both wait times and agent quality.
I also find that the agents are rarely versed in AADVANTAGE happenings. For a good year I swear they didn't understand Loyalty Points themselves and I was often told various wrong things. They also don't understand their own Joint Venture partners rules/practices. I had a very uncomfortable flight to Geneva through Madrid on Iberia because of these "new" Executive Platinum desk agents.
The general decline of the call desk was one of the reasons I've mostly switched from AA to United (and I'm in Tucson, so this is not a trivial change to implement). I was never EXP, but PPro for years. Pre-pandemic I usually got good, rapid service from the phone line. But starting in early 2022, I had a couple of trips that had to be cancelled at the last minute because I was unable...
The general decline of the call desk was one of the reasons I've mostly switched from AA to United (and I'm in Tucson, so this is not a trivial change to implement). I was never EXP, but PPro for years. Pre-pandemic I usually got good, rapid service from the phone line. But starting in early 2022, I had a couple of trips that had to be cancelled at the last minute because I was unable to get through to the call center quickly. In both cases, delays in incoming flights broke my trips, and I needed call center help to "fix" it. Well, if the call back time is 4 hours, and your flight leaves in 3, then that's not so useful.
I'm still only Plat with UA, but have been able to get through to an agent in just a few minutes, every time I've needed one.
My EXP status dates back to only 2016, and as such, I wasn’t around in the glory days of the program. During my tenure, I’ve noticed only slightly longer wait times. The AAgents seem overall very good. Sometimes, when I need a favor on a new reservation, I can tell early on in the call whether the AAgent will be amenable to my request. If it looks bad, I ask if I can phone back...
My EXP status dates back to only 2016, and as such, I wasn’t around in the glory days of the program. During my tenure, I’ve noticed only slightly longer wait times. The AAgents seem overall very good. Sometimes, when I need a favor on a new reservation, I can tell early on in the call whether the AAgent will be amenable to my request. If it looks bad, I ask if I can phone back later after looking into other arrangements and normally I’ll find a good AAgent who will grant me the needed request after another call in. I have also noticed that call backs take longer than wait times.
I've been wondering how long it would be until someone recognized and wrote about this. For the last few months, I've opted for a callback because of the lengthy hold times to speak with an EP agent. And, yes, the expertise (and even demeanor) of the agent who calls back has been all over the place.
I have been an Exec Plat member since the level was introduced. Your comments are spot on. Also, I’ve found that if you call during weekday’s business hours you get a more knowledgeable agent. Waits of one to two hours are routine and, like you, I use the call back feature
Here are my rapid fire thoughts:
*The drop off has been noticeable mostly in the past 6 months.
*I've seen much greater variability in agent helpfulness and quality - I wonder if this is due to an increase in hiring as travel has picked up after pandemic layoffs, so you have more inexperienced agents than before.
*Hold times used to be 5 mins or less. Now they are closer to 15 minutes...
Here are my rapid fire thoughts:
*The drop off has been noticeable mostly in the past 6 months.
*I've seen much greater variability in agent helpfulness and quality - I wonder if this is due to an increase in hiring as travel has picked up after pandemic layoffs, so you have more inexperienced agents than before.
*Hold times used to be 5 mins or less. Now they are closer to 15 minutes typically for me, sometimes up to 30 minutes. Often the wait is less than quoted when holding. I rarely use the call back.
*I've encountered more issues and mistakes than before (e.g. reservation agent sending me to general AA queue, the line hanging up on me/call dropping not due to carrier/service issue)
I'm convinced it has gotten substantially worse in the last 6 to 12 months. Where it used to be you could actually get someone to answer when you called, it is now almost always 15 minutes and in most instances 30 to 45. Pretty disheartening considering the amount of money we spend with them.
And it really is a crapshoot when you call concerning service. Sometimes they are just fabulous and the next time it...
I'm convinced it has gotten substantially worse in the last 6 to 12 months. Where it used to be you could actually get someone to answer when you called, it is now almost always 15 minutes and in most instances 30 to 45. Pretty disheartening considering the amount of money we spend with them.
And it really is a crapshoot when you call concerning service. Sometimes they are just fabulous and the next time it is as if you are bothering them with your questions.
Pretty disheartening
I actually find waiting instead of opting for a callback usually results in being connected in much less than the quoted time (say, 10 minutes instead of 45).
Ha Ha, they give you a window of 45 minutes to 1 hour, you go away from the phone for the first 30 minutes and find out they have already called...
I would argue that one reason why people pay a good deal more to fly Business than Economy is that they expect better service, ESPECIALLY when things go wrong. I'm going through the process of claiming back €400 per person on a cancelled flight with Iberia (although they have admitted liability and one party has received the money) along with expenses, a topic on which Iberia has completely blanked me so far.
There appears...
I would argue that one reason why people pay a good deal more to fly Business than Economy is that they expect better service, ESPECIALLY when things go wrong. I'm going through the process of claiming back €400 per person on a cancelled flight with Iberia (although they have admitted liability and one party has received the money) along with expenses, a topic on which Iberia has completely blanked me so far.
There appears to be no dedicated service for Business class pax who have a problem with Iberia; do other airlines have this?
I call them regularly on behalf of clients and they are indeed very hit or miss. Usually they are still pretty good, but it's east to tell early into the call if I'm going to need to hang up and try again.
Yes, absolutely, the EP desk is a shadow of what it once was. I’ll agree there still are some fantastic agents but you never really know what to expect? We’ve had several agent outright lie to us. Also we, on several occasions, have experienced a much shorter wait time with the Platinum desk as one of us is a lowly PL! Makes for a good laugh!
To give a related data point, as a Platinum Pro, I just had to wait about an hour for a callback.
I cannot comment on the AA agents but the United 1K desk agents used to be awesome and really good. What I love about the 1K desk is the ability of collect calls from Germany via ATT. Just called them (collect call) and the waiting time was <10 seconds (excluding the automatic message). It’s still fast but at some point I switched to the German speaking Helpdesk because they are the pros. These agents used...
I cannot comment on the AA agents but the United 1K desk agents used to be awesome and really good. What I love about the 1K desk is the ability of collect calls from Germany via ATT. Just called them (collect call) and the waiting time was <10 seconds (excluding the automatic message). It’s still fast but at some point I switched to the German speaking Helpdesk because they are the pros. These agents used to work from Germany and Austria but were relocated to Houston couple years ago. The direct numbers of the Frankfurt offices downtown and at the FRA airport do not work anymore but the centralized UNITED call center can be reached via: +4969 50985051
They are super knowledgeable and it’s a rather small team so we know each other. When calling, you must press “2” for German to be transferred to the German desk. They are bilingual so once connected, you could also talk to them in English.
Yes I don’t know how that was back then. I always find them not friendly and always rush to note record. With A is one and out on a request. With delta yoj can call as many times HUCA. And someone will eventually do what you are asking for.
Also Ben, fyi don’t ever go by the hold time and request a call back. What they are doing is weeding out people who don’t...
Yes I don’t know how that was back then. I always find them not friendly and always rush to note record. With A is one and out on a request. With delta yoj can call as many times HUCA. And someone will eventually do what you are asking for.
Also Ben, fyi don’t ever go by the hold time and request a call back. What they are doing is weeding out people who don’t need something urgent.
If you request a call back. It will be a while. Meanwhile when they say wait time is over 65 mins. In my experience they answer within 5-10 mins.
Yep, it is rare that I connect with an EXP rep on the first try -- usually it requires a callback. Yesterday, the callback came 1 hour, 33 minutes after the initial call. The best times I have found to call (other than during systemwide weather delays or other issues), is mid-late morning Pacific time. Afternoons seems to always require a callback. Evenings after 7 or 8pm Pacific are also better.
A bigger issue for...
Yep, it is rare that I connect with an EXP rep on the first try -- usually it requires a callback. Yesterday, the callback came 1 hour, 33 minutes after the initial call. The best times I have found to call (other than during systemwide weather delays or other issues), is mid-late morning Pacific time. Afternoons seems to always require a callback. Evenings after 7 or 8pm Pacific are also better.
A bigger issue for me is the quality of AA's EXP agents. While there are still many fine ones, there are also many who don't know the ins and outs of the system. They promise to do something, say it's taken care of, and I give them a favorable rating on the survey. Then I discover a day or week later that they did not accomplish what they said they did, necessitating another call.
Recently, however, I had an exchange that is worth calling out. Mimi, in the Dallas area I believe, took extra time to search for and confirm a mileage upgrade for a roundtrip Europe flight I'd had to change. With cancellations, credits, and the co-pay the process took ~45 minutes for the outbound. She said the return flight wasn't available but she'd keep an eye out for availability and call me if she saw it. I said, sure, never thinking it would happen. But, about a week later, and before the first flight, she called to tell me the space had opened and she cleared it on the spot. Mimi is the EXP agent I wish I could reach with every call.
That was an old timer EXP right there and the type of service you used to get when you called. The EXP agents were very knowledgeable and knew how to make changes when you needed. I lost my status a few years ago and noticed a marked decline then. Friends who still have it tell me it’s gotten worse. I still remember the end of the year phone calls I’d get from customer service wanting...
That was an old timer EXP right there and the type of service you used to get when you called. The EXP agents were very knowledgeable and knew how to make changes when you needed. I lost my status a few years ago and noticed a marked decline then. Friends who still have it tell me it’s gotten worse. I still remember the end of the year phone calls I’d get from customer service wanting my opinion on the airline and EXP desk. That stopped when Doug and the US Air managers came on and began their race to the bottom.
Agree. I would add that Delta's diamond line is even worse.
I will concur with that... and getting worse by the week. Lately they've been answering as "Medallion desk" which makes me wonder if there is even true dedicated diamond desk personnel anymore.....
Not my experience as a Diamond calling quite often. Never have a hold time regardless of day or time. Seems YMMV
Yeah same experience as Brian. My wife is Diamond and I’ll call from her phone. At worst it’s been about 5 minutes. I’ve had one agent over the past 6 months be a little clueless (we had a complicated question) but mostly they’ve been stellar.
I'm not talking about the hold time (though it can be long), I'm talking about the quality of the agents. It's just horrible more than half the time and absurd diamond line agents don't have the authority to process a ticket reissue by themselves and having to call another desk which can often be 1+ hour wait.