tmount
Administrator
American has introduced a new voice response system. They “say” they are making it easier for you. I respectfully disagree, but not without caveats.
Before I go into what will inevitably be a rant, let me cover the basics for what American’s new system should allow you to do without talking to a person:
Unfortunately for me, the new system won’t work. American Airlines’ twitter team has been pretty proactive with me, once I voiced my displeasure and identified the issue – apparently there’s more than one account that has my cell phone number on it. I suspect this is not uncommon, given how often folks used to change numbers. I just need to call AAdvantage customer service during normal business hours to fix it. It’s on my list, I’ll get around to it, I’m sure.
My Rant
First, let me say: I’m always happy when technology can make our lives easier. The problem I am increasingly seeing in every aspect of my life however, is that technology is being used to keep me from speaking to a person. When I call American, or really anyone, I’m not calling for an automated system to say “Hello Trevor”, no, I’m calling because I have a problem, and I need it fixed. Now. If I thought I could get said problem fixed just by going online, I would’ve, yet most online recordings say “you can also do this by going to your account at www.aa.com” for example.
In addition to the other points, when I finally get to an agent, I always ask “did my information come through?” Its amazing how many times (and not just American) the answer is “no.” So why would you have a computer bother to ask the information, if that information doesn’t pop up on the screen of the customer service agent one is connected to? Its a waste of time!
The coup de gras of the whole situation, however, after you’ve told the machine your Aadvantage account number, and jumped through a few hoops, you get a disclaimer! It goes something like: You can’t bring combustibles, flammables, or other TSA prohibited items. This cracks me up, because I’m listening, thinking to myself, what Executive Platinum (aka 100,000 mile flyer), doesn’t know not to bring a gas can and a lighter on his flight. That said, I don’t have the verbatim text, because, of all ironies, since my wife and I have a flight in the next couple of days, we get the “you’re eligible for an upgrade, would you like to speak to an agent.” and apparently, when you get that, it’s your ticket straight to an agent. The first time, I thought it was a fluke, and well, since I had an agent, I went ahead and booked award flights to Reykjavik (KEF), via Europe, because, why not? Needless to say, I was quite surprised, when the second time put me right to an agent.
Wrapping Up
The long and short of it is this: Technology should make life easier. Easier is getting to another human being faster, or solving your problem, and if I can’t fix my problem on the computer, I’m pretty sure a voice response system can’t fix it either.
What do you think? Is this an improvement or worse than before?
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