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What to Do if You Can't Get Through the AA Elite Phone Lines

July 01, 2018
•
3 min read
Female traveler using her cellphone
What to Do if You Can't Get Through the AA Elite Phone Lines
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Update 7/5/2018: American Airlines has confirmed that the "tech glitch" that was improperly routing callers has now been fixed.

We are getting multiple reports from TPG readers this weekend of an issue with American Airlines' phone system. When some AAdvantage elite members are calling their elite help desk phone number, they're being told that AAdvantage Customer Service is "closed at this time." The message directs members to call back "during business hours" before the call is disconnected.

I conference-called with an Executive Platinum member who's experiencing this issue. In his particular case, his cell phone number isn't listed in his AAdvantage profile. So, when he calls the American Airlines Executive Platinum desk, he's prompted to state his AAdvantage number. Once he does, the phone system directs his call to the AAdvantage Customer Service desk instead of the Executive Platinum desk.

While the Executive Platinum desk is manned 24/7, the AAdvantage Customer Service line is only open from Monday-Friday from 8am-7pm Central Time. That's why he's getting this message about the office being closed.

Two other elites in a Facebook group dedicated to Executive Platinum members are reporting the same issue when calling the AAdvantage Executive Platinum phone number. But, the issue isn't just limited to Executive Platinum elites. We are hearing about the same issue from an AAdvantage Gold elite who is calling the dedicated AAdvantage Gold help desk line.

I have been working with American Airlines to get more information. So far, AA has been unable to reproduce the error but is working with its technical support team to address the issue.

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The Workaround

In the meantime, AA is suggesting that elite members ensure that their phone number is listed in their AAdvantage account. That way, the system should automatically recognize your phone number and direct you to the Executive Platinum desk.

If you're still having an issue, make sure that the phone number you're calling from is only listed in one AAdvantage account. For example, it's probably not best to list your work phone number in your account, as others may have listed the same number. Instead, list your cell phone number and call from that number.

If you continue to get this error, I'd recommend calling the general reservations line (800-433-7300) and then not providing your AAdvantage account number when prompted. Unfortunately, you'll likely have to wait longer to reach an agent than if you called the elite help desk. But, once you verify status with the first agent, you should be transferred to your elite help desk for further assistance.

Featured image by Getty Images/iStockphoto

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  • Intro Offer

    As High As 100,000 points. Find Out Your Offer.

  • Annual Fee

    $325

  • Recommended Credit

    Excellent to Good

Why We Chose It

There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)

Pros

  • 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
  • 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
  • Packed with credits foodies will enjoy
  • Solid welcome bonus

Cons

  • Not as useful for those living outside the U.S.
  • Some may have trouble using Uber and other dining credits
  • You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
  • Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
  • Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
  • Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
  • Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
  • Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
  • $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
  • $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
  • $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
  • $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
  • Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
  • No Foreign Transaction Fees.
  • Annual Fee is $325.
  • Terms Apply.