FlyerTalk Forums - View Single Post - What to do? AA asserts I changed my flight date when I didn't (long-ish story)

Oct 4, 2021 | 6:04 pm

#7

sbrower

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Join Date: May 1998

Location: Orange County, CA, USA

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Quote:

Originally Posted by kbooks66

There was clearly a miscommunication here, but I don't think it was on either party. The bigger issue is why did the OP have to wait 4 hours to talk to a Customer Service Agent. The Pandemic is not new now, we have been like this since February/march of last year (longer for some places) why haven't airlines been able to get their call centers properly staffed. I have been in OPs shoes, disconnected after waiting several hours to speak to a CSR. You at that point have to determine is it worth another 4 hours of time to wait to start completely over on the booking.

Any wait longer than 30 minutes at this point is unacceptable.

I think that any wait longer than 5 minutes is unacceptable. If I want to change, cancel, buy or otherwise deal with it, they need to deal with me ASAP or else it is unreasonable to ask me to change/cancel/buy by a certain deadline. (Yes, I might defend their legal right to offer terrible customer service, but I also reserve the right to say it should be reasonable.)

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