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Old Apr 29, 17, 4:51 pm   #1
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Join Date: Mar 2007
Location: MUC
Programs: LH FTL, UA Premier, AF Gold
Posts: 453
Horrific customer service hotline wait times

No matter when I call (morning, mid-day, evenings, nights) - I have consistently experienced wait times of over an hour each time, then I gave up several times. To add insult to injury, on the way into the call the best estimate the system gives is that the wait time "will exceed 10 minutes". If they were to say "more than an hour", at least I could hang up and call again later.
But thanks to the way they are doing it now, I am forced to waste hour after hour for getting something fixed which AB caused.

Any better way to reach a human at this joke of an airline? I would LOVE to go with a self-serve solution, but (of course) for a rebooking due to a time change in departure time caused by AB I must call them because there is not other way to get it fixed, they say on the website.

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Old Apr 30, 17, 5:36 am   #2
  
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So far I haven't found it quite as bad as that, although bad it certainly is. One question, are you calling the English speaking line only? I always call the German speaking one, so maybe that's why.
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Old Apr 30, 17, 9:56 am   #3
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Since I speak both languages, I have tried both intermittently (German during German day hours, English predominantly during US daytime) - with the same unsatisfactory result.
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Old May 1, 17, 4:29 am   #4
  
Join Date: Apr 2016
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I tried to call +49 1806 34 33 33 last week.
Same message about >10 minutes.
After 20 minutes I gave up.
They lost material business as a result.
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Old May 1, 17, 9:26 am   #5
  
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That's really terrible. Just to clarify, we're talking about airberlin here, rather than TopBonus, right?
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Old May 2, 17, 10:50 am   #6
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Correct, we are talking about Air Berlin, not about topbonus.
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Old May 2, 17, 11:11 am   #7
  
Join Date: Dec 2014
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If you guys want long hold times, try calling Air Canada in Canada. One guy on the Air Canada board waited on hold for 2 hours, to get a seat for a flight that took 1 hour.
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Old May 2, 17, 1:45 pm   #8
  
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Well I'm not in the slightest bit surprised about that. Air Canada, along with UNITED and British Airways, is an airline I boycott as much as is reasonably possible which is pretty much all the time. Not so difficult because of my geographical location.

Something needs to be done about this problem at airberlin though. I get the feeling AB is somewhat sliding down the tubes, like Alitalia. We all know that, of course, but it's really beginning to feel like it.
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Old May 2, 17, 9:41 pm   #9
  
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Quote:
Originally Posted by The smallest state View Post
If you guys want long hold times, try calling Air Canada in Canada. One guy on the Air Canada board waited on hold for 2 hours, to get a seat for a flight that took 1 hour.
Well, I booked a simple SIN-DOH-CDG with Topbonus and it look almost an hour. The agent said it was an unusual booking

I only have 6 TB miles left, and will unlikely to use this program in the future...
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Old May 3, 17, 12:01 pm   #10
  
Join Date: Feb 2002
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Don't really blame you. I've found it more than slightly burdensome working out what to do with the miles before they expire. I'm not in a desperate hurry to keep collecting. Think I'll make Iberia Plus my main OW program from now.
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Old May 10, 17, 1:00 pm   #11
  
Join Date: May 2017
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Air Berlin SUCKS

I made the mistake of booking flights to Germany next month on AirBerlin. There is contradictory information on their website regarding baggage costs versus what the online third party ticket sales company Justfly told me. I've called AirBerlin 6 times in the last month at various times of day and despite holding for an hour at a time I've never reached a human being. Instead I've been subjected to hours of some idiotic James Bond soundtrack song while on hold. AirBerlin sucks, I haven't flown with them, but I will NEVER book a flight with them in the future.
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Old May 18, 17, 6:41 am   #12
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Part of the soundtrack is actually from Assassin's Creed. Lol
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Old Yesterday, 9:19 am   #13
  
Join Date: May 2017
Location: Germany
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The waiting line music is really annoying. Gladly I have the luck not to stay long in their waiting line
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Old Today, 12:39 pm   #14
  
Join Date: Dec 2013
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Quote:
Originally Posted by TT-Jones View Post
Since I speak both languages, I have tried both intermittently (German during German day hours, English predominantly during US daytime) - with the same unsatisfactory result.
I have had the most luck calling the English number during German working hours, especially in the morning.
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