Originally Posted by
OstrichFlies
Wow, woke up this morning hoping things had cleared up. Was told by automated system 1h20 wait! After waiting 3h30 last night I am not too optimistic. Terrible, terrible customer service.
1h40 on hold, no agent. Automated estimate is useless (said 60 min last night). System is useless, doesn't give updates on hold time. Terrible.
Estimated Wait time IS useless. It only works when ALL the calls are similar in length - in the case of AA - they can be all over the place - so that estimate means very little.
When you get lots of call spikes for cancellations and delays - that estimates gets even further off. And that estimate is the driving engine for the call back feature too!
Best thing you can do is stay on the line. No matter what. Only take the call back offer only in the AM or early afternoon can change the callback number to a cell you have on you and go about your day.
Could be 60 minutes - could be 2 hours.