Originally Posted by
naumank
I did a search but didn't see recent threads on this topic. I'm currently on hold for a live agent. It's already 30 minutes (the initial estimate was 15-20 minutes). I called the Premier Gold line. I haven't traveled much since the pandemic. Is this the new norm? Premier customers still need to wait hours to get through?
are you talking ‘hours’ or 30 minutes? Those are very different things.
Even post-COVID, and as a silver, hold times have generally been small - maybe 5-10 minutes most times if their aren’t IRROPS, and when they are longer, and it is something that can be handled by the text function or Twitter DM, I use that. Or wait until later if it’s not urgent.
also agree that UA is much better than other carriers. When I lived in CVG, and had to get a hold of DL in IRROPS, you didn’t even have the option of an ‘hours’ long hold sometimes, you simply got a message that basically said the line was overloaded, and to call again. I also suspect you haven’t flown AC in a decade+, where when you get an hour long hold time, that is considered quick even without IRROPS (even calling at midnight eastern could be an hour hold without IRROPS some nights).
if I need to wait longer than a few minutes, I’ll typically just put the phone on speaker, do whatever else Im doing and be ready to talk when an agent comes on the line. The benefits of modern technology make this easy.