Southwest Rapid Rewards - Why Such Long Hold Times on Phone Calls?

It used to be that Southwest was one of the fastest airlines at answering phone calls. Wait times were almost always less than a minute except under unusual circumstances. I try to use the website for as much as possible, but every once in a while there are times when I have to call.

Yesterday, they offered the call back service and it was about 25 minutes until I received the call. This morning they are not offering call back and I am on hold with an expected wait time of 17-22 minutes.

Does anyone have any knowledge of why the wait times are so long? Is there a problem with the website? Have they cut back on the number of phone agents?

Maybe this 72-hour $25/50/75/100 promotion had to do something with it?
Probably people who could not make the reservations on-line flooded the phone line.

Maybe this 72-hour $25/50/75/100 promotion had to do something with it?
Probably people who could not make the reservations on-line flooded the phone line.

They should have read the terms and conditions before calling. The promotionnal price can only be purchased online. The CSR can't do anything other than offer sympathy and suggest the caller try again on the website :rolleyes: In my experience, the longer wait times have been common at least for the past few months.

call back time for me was 23 min on Tuesday of this week at 4:40 EST

this is too long in my book...

I know from experience that some high level agents must be able to book internet fares in some circumstances. I got routed to such an agent after talking to chase when I kept getting "Opps!" erros.

Maybe this 72-hour $25/50/75/100 promotion had to do something with it?
Probably people who could not make the reservations on-line flooded the phone line.

Unlikely, as this has been going on for months now. I assume it is a conscious cost-saving measure as they obviously decided it was cheaper to put in the call back system than to have more phone reservationists. Any ideas from SWABrian or SWAVictor? You usually have insight into personnel matters.

I've never been able to figure out why you are only allowed one change on web reservations. I've changed a reservations as much as 5 times and after the first change you are forced to call in....and that increases hold times and costs for SWA. Today the wait was 5-8 minutes.....but the wait while she got her supervisor to approve the change was even longer.

Make sure you're calling the Rapid Rewards number, and not 1-800-IFLY-SWA...they answer that line much more quickly. Usually immediately.

I assume it is a conscious cost-saving measure as they obviously decided it was cheaper to put in the call back system than to have more phone reservationists.

No doubt there is a cost-saving element to the callback system, but WN has been hiring additional CS&S née Reservations Employees. The hold times reported here and elsewhere are not acceptable, and they know it.

No doubt there is a cost-saving element to the callback system, but WN has been hiring additional CS&S née Reservations Employees. The hold times reported here and elsewhere are not acceptable, and they know it.

Have previous employees quit or retired or has call volume gone up so much? Why should they need to hire so many more phone agents? We haven't heard from SWAVictor or SWABrian on this one yet. Curious.

Have previous employees quit or retired or has call volume gone up so much? Why should they need to hire so many more phone agents? We haven't heard from SWAVictor or SWABrian on this one yet. Curious.

My thought is they invested $$ into the IP phone system with automated callbacks, and for 'many" customers they are still pleased with the service received. If the callback system says 15 minutes and it's not a critical issue, the call always seems to come in the quoted time.

I compare this a bit to the Disney Fastpass system. You still wait a long time to ride the rides but you have a general idea of what time you'll be able to get on.

The increased hold times must really stink for a passenger calling for a last minute flight change etc though. Still, given an option I'd take this system in a minute compared to an outsourced call center.

The increased hold times must really stink for a passenger calling for a last minute flight change etc though. Still, given an option I'd take this system in a minute compared to an outsourced call center.
Perhaps Southwest needs a A list dedicated number, similar to the other airline's elite dedicated calls.

As a 2P on United, I usually get through on the first ring. Even at the airport during irrops.

Have previous employees quit or retired or has call volume gone up so much?

I think there are two factors. First, they likely lost some CS&S folks through Freedom '09. Second, there are issues with the new ticketing system. Those issues are likely increasing call volumes to some degree, and probably take longer to resolve.

Perhaps Southwest needs a A list dedicated number, similar to the other airline's elite dedicated calls.

Make sure you're calling the Rapid Rewards number, and not 1-800-IFLY-SWA...they answer that line much more quickly. Usually immediately.

;)