Service Team and Sales Support
February 2013
Information as of May 2012 unless otherwise noted and subject to change without notice. Primary source: oneworld.com, please check for continued updates.
We are pleased to announce the new AA Service Team - A team of 7 specialists dedicated to assist you with your service needs. Our team will assist you with the more complex issues that can not be easily managed through SalesLink and Sales Support.
Some of the issues that can be resolved by the Service Team:
• Assistance with AAdvantage inquiries, refunds, waitlist priority and general AA information • Customer Service Resolution • Partner carrier coordination • Contact e-mail: [email protected]
Information as of May 2012 unless otherwise noted and subject to change without notice. Primary source: oneworld.com, please check for continued updates.
Eastern Division Service Desk Email: [email protected]
Key Responsibilities and Functions of Service Team:
• SalesLink Training
• Quarterly reviews with Sales Manager
• Visits to office
• Approved Gold and Platinum AAdvantage exceptions
• Approved Refunds
• Ad-Hoc Customer Service Resolution
• Partner carrier collaboration
• Assistance with general information
• Facilitate requests which cannot be resolved via Sales Support or SalesLink
Information as of May 2012 unless otherwise noted and subject to change without notice. Primary source: oneworld.com, please check for continued updates. AA SALESLINK – 24/7 SUPPORT AASaleslink Access: http://aasaleslink.com
SalesLink is a dynamic web based solution that will change the way American provides support through your travel agency. SalesLink will provide your agency with 24/7/365 real-time web access to American’s most popular services, enhancing the ability to provide outstanding customer service.
SalesLink/Sales Support Service Request:
• Preferred Seat Access • Advance Purchase Waivers • Ticketing Time-Limit and Expired Fare Waiver • Name Corrections • Name Changes • Reinstate Ticketed Inventories with Fee • Domestic Passenger Sales Upgrades – 24 Hour Timeframe Waiver • Confirm Domestic/International Premium Cabin Upgrade (if available) • Confirm International Premium Cabin Inventory X & C (if available)
Information as of May 2012 unless otherwise noted and subject to change without notice. Primary source: oneworld.com, please check for continued updates.
Hours of operation – Monday through Friday 8:30am – 6pm CST, EST Sales Support
Primary Account Contacts:
Executive Connections Desk 800 388 1177 prompt will ask for CART number
AAirpass Customer Service 800 433 6355 AAdvantage Executive Platinum desk 800 843 6200 AAdvantage Platinum desk 800 843-3000 AAdvantage Gold desk 800 848 4653 AAdvantage desk 800 882 8880 Admiral’s Club 800 237 7971 Five Star Service 877 5STAR 02 or [ 578 -2702] General Reservations 800 433 7300 Central Baggage Service 800 535 5225 SalesLink Help Desk 800 727 2422
Information as of May 2012 unless otherwise noted and subject to change without notice. Primary source: oneworld.com, please check for continued updates. Hours of Operation – 8:30am to 5pm CST 800-727-0292 or [email protected]
This team will help ensure that all authorized ticketing locations are able to accurately and efficiently price AA contracted fares. It is the goal of the team to answer all informational questions at initial contact, while any issues requiring further research will receive a response within one business day.
Please contact the Pricing Support Desk for assistance with all issues relating to corporate contract pricing including:
• Pricing discounts and guaranteed fares • Pricing via CAT25 versus Ticket Designators • Contract terminology and applicability • Status of contract implementation
To ensure the highest level of service, when contacting the Pricing Support Desk please provide:
• Name of corporate customer • Applicable contract AN number • Sample PNR (if applicable) • ARC/PCC of agency location with pricing issue • Reason for your call
The Pricing Support Desk is only able to provide assistance with corporate contract pricing. Please continue to consult agency DRS, AA.com or the relevant American Airlines department for assistance with:
• Published pricing questions • Group and Meeting Travel questions • Rate questions
Information as of May 2012 unless otherwise noted and subject to change without notice. Primary source: oneworld.com, please check for continued updates. Phone – (800) 544-4495 [email protected]
The grid below is a summary of services available through the AA Electronic Support Desk (ESD). Please be advised that a processing fee applies for most services, and that credit card payment will be required to complete the request. Please direct any questions to the toll free number identified above.
REQUEST TYPE HOW TO PROCEED ESD PROCESS
RESET NOGO/SUSP TO OK STATUS (REQUEST Call 1-800- 544-4495 ESD will evaluate the request and provide MUST BE RECEIVED WITHIN 90 DAYS OF OUTBOUND M-F 9:00 a.m. – 6:30 p.m. CST immediate assistance. TRAVEL DATE)
Send an email with Ticket/PNR and ESD will evaluate the request and respond TICKET COUPON LIFT ERROR detailed explanation to within 2 business days. [email protected]
Send an email with Ticket/PNR and ESD will evaluate the request and respond INVALID EXCHANGE/REFUND ERROR detailed explanation to within 2 business days. [email protected]
Send an email with Ticket/PNR and LIFT ERROR IN CONJUNCTION WITH DUPLICATE ESD will evaluate the request and respond detailed explanation to TICKETS BEING ISSUED within 2 business days. [email protected]
Send an email with Ticket/PNR and ESD will evaluate the request and respond ALL OTHER ELECTRONIC TICKET ERRORS detailed explanation to within 2 business days. [email protected]
Information as of May 2012 unless otherwise noted and subject to change without notice. Primary source: oneworld.com, please check for continued updates. We Thank you for your support
Information as of May 2012 unless otherwise noted and subject to change without notice. Primary source: oneworld.com, please check for continued updates.