With the exception of the Microsoft’s CrowdStrike global IT outage and Delta’s complete meltdown, U.S travelers were very fortunate to have a fairly smooth summer of travels. However, as road warriors know, all it takes is one big storm or an IT failure to mess everything up.
Most travelers also realize that airlines have no control over the weather but what many can’t understand or tolerate is when an airline that doesn’t have enough staff to answer the phones.
When there’s a storm or IT failure, I have spent hours on hold with many airlines including JetBlue (see photo below).
It’s so frustrating especially when an airline doesn’t have a callback feature. Thankfully American Airlines does so you don’t have to tie up your phone for hours. I feel for travelers who can’t make other calls or are afraid to walk into another room in case the call drops.
If you’re trying to reach an airline agent, here’s how to get through without waiting:
1. If you’re at the airport and your flight gets canceled, then make a beeline to the airline’s club (if they have one) and pay the day fee if you don’t already have a membership. Agents in there usually have more pull and aren’t that busy.
2. If the airline doesn’t have an airport club or they aren’t selling day passes, then get in line at customer service or find a vacant gate agent willing to help (a $20 bill might persuade them). While in a long line, call the airline’s 800 number, use their app’s chat feature (if they have one) and contact them via X (formerly Twitter).
If you’re not at the airport and the hold times are hours, then:
3. X is by far your best resource in these matters and that couldn’t be truer than with AA as they have a very good and large communications team. I’ve direct messaged them many times asking for help including this summer and they replied within 15 minutes (see screenshot below). It probably helps if you have status on the airline.
4. If X fails, then see if your airline has a chat feature. Sometimes agents there are a lot quicker.
5. One of the quickest ways to reach an airline is to call one of their international call centers. Use Skype so you don’t have to spend a lot of money. Here’s more on this tip.
6. A tip I learned last year but never tried is from David Slotnick of The Points Guy. David says, “Try an airline’s Spanish-language line.” I’ve never tried it but it seems solid, especially if you speak Spanish but I’m sure that’s not a prerequisite.
So, my advice is to try to do everything online and if you can’t, then don’t wait until the last minute to make any changes. This is also a good reason to book through a good travel agent because they will do the dirty work for you. If not, try the tips above.
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This is not a comment but a request.
We are late in our life and require business class travel to accommodate our needs. We live in the Seattle area. Can you suggest a travel agent who specializes in business class travel internationally?
Much obliged.
Johnny, Delta 800 reservation number said there would be a 6 hour hold on my first call. No call back option mentioned that I remember. No way I’m holding for six hours. A second 800 Delta reservation call I made said there would be a 2 hour hold with no call back option so time to take a chance. Gave up holding at 3 hours. Then I went to the Tulsa Delta airport counter at noon. No one was behind Delta ticket counter and all Delta computer screens behind the ticket counter were turned off. No more time wasting with Delta. Moving on.
I called Delta too a couple of weeks ago on a Sunday night. The recording said my wait time would be 2 hours and 11 minutes. Fortunately, my agent at the cruise line (through whom I booked my flights) was able to help me the following day.
American cancelled the first leg of my trip to France, with no email warning. I called and waited on hold almost two hours. Hung up. Called back 11 am next day and it said I would get a callback “in more than four hours.” The callback came in at 13.5 hours! And I was left on hold another half hour! However, they did fix the problem.
I tried reaching Delta to get advanced seat reservations. The call center said they would call me back within 4 1/2 hours. Approximately 6 hours later I received a call while I was talking to my daughter. Needless to say I missed the call. I called back at 11:45 PM and their recording said there would be a 2 hour wait. ???
after many long waits with airlines on phone I found the airfare I wanted and had a travel agent book it much easier and a lot quicker
I have found the ultimate hack to get right through to any airline with zero wait, 24/7/366!
Unfortunately, I can’t share it with a single soul! :-(
Why you teasing ;-)
I don’t blame you