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American Airlines revises automated phone system after customer feedback

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American Airlines revises automated phone system after customer feedback
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American Airlines rolled out a new automated phone system this summer, featuring an AI-sounding voice that required customers to listen to a minute-long greeting before proceeding. The system initially did not recognize requests for an "agent" until the greeting was completed.

The original message included information on how to add a pet to reservations online and encouraged users to utilize the American Airlines mobile app or website for faster service. Customers were also informed that calls might be recorded and monitored for quality assurance, with additional options provided in Spanish.

"I estimated this new greeting – which really spends time thanking customers twice – was costing American’s customers $31 million per year in wasted time," noted one observer. Although the airline stated they would take the feedback into account, there was skepticism about any imminent changes.

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However, American Airlines addressed the concerns by revising their phone system greeting. The updated message is more concise:

"Thank you for calling American Airlines AAdvantage Executive Platinum reservations. Your call may be recorded and monitored to ensure high quality service. Para Español, oprima numero nueve."

"We’re retrieving your account details. Thank you for waiting and for being among our most valued members. Please hold and I’ll get someone on the line to help you."

The revised system has cut 21 seconds from the initial message duration, making it more efficient for frequent callers.

"The system is fast enough that I don’t think they need to say they’re retrieving account details," commented one user. "And the computer voice is a little creepy. It sounds like maybe you Googled the wrong phone number and wound up calling a scammer."

Despite these minor criticisms, users have appreciated the improvements made by American Airlines in response to customer feedback.

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