American Airlines customers have had challenges getting hold of the airline this weekend due to extremely long call wait times.
I put an award on hold earlier this week, no issues with the EXP line, and I needed to call back by Saturday to have it ticketed. But, oh boy, was I in for a surprise.
You can access American Airlines here.
When I called a few times yesterday and again on Sunday morning, the automated system indicated that the wait time would be more than four hours. I guess that this is the maximum hold time programmed to the system, but who knows how long it actually is.
There have been weather issues in the Dallas area this weekend (snow!) that have lead to widespread flight cancellations.
It would be great if American would allow us to do more things online, like cancel awards and have the miles and taxes/fees credited to our accounts without calling customer service (the reason for my most recent other calls to AA).
How on earth can you not ticket an award itinerary on hold with AA but need to call reservations and have them do it for you?
You would think AA would save tens of millions each year by having a functional website and app that would allow its customers to do more by themselves?