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American and United now let you text to chat with an agent

June 11, 2020
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2 min read
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American and United now let you text to chat with an agent
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Throughout the coronavirus pandemic, airline customers have faced extraordinary wait times when attempting to reach an agent — if they're able to get though to one at all. This month, American and United each made it easier to get help, thanks to new chat tools in the latest versions their mobile apps.

To access AA's chat tool, head to the American app and swipe up to show more options. Click "Contact American" at the bottom of the page, then select the "Chat with us" feature. From there, it took a bit of work for me to actually get through to an agent.

First, I selected the option to change my flight, which simply provided instructions to change my trip myself online or to call a reservations agent on the phone, at AA's 1-800 number. Next, I chose the option for "Check in help," which resulted in a message prompting me to, again, call American for help. Finally, I selected "Bags," and after choosing "Something else" twice, I was added to the queue, where Mimi answered my chat in about two minutes.

Screenshot by Zach Honig, courtesy of American Airlines.

To reach United's chat tool, open up the app then tap the three parallel lines in the top left corner. On the next page, select "Contact us" and then the "Message us" option. As the app notes, agents are available between the hours of 9 a.m. and 8:30 p.m. ET.

I followed the same flow as I did with AA, first selecting the option for "Reservations," followed by "Change my trip." From there, the app presented an option to chat with an agent, which I selected. I was connected with Rex in about three minutes.

Screenshot by Zach Honig, courtesy of United Airlines.

Flying another airline? Delta has offered messaging since last June, when it launched a chat tool via Apple's Messages app, which is available at the bottom of the "More" tab in the Fly Delta app. I wasn't able to reach an agent quickly there, though, as many have experienced when attempting to contact the carrier's call centers as well. Otherwise, be sure to check out our detailed guide for the best option to reach an agent at your airline.

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  • Packed with credits foodies will enjoy
  • Solid welcome bonus

Cons

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  • 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.
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