10+ Hours Wait Time to Reach Phone Agent?
Apr 2, 2022, 2:25 pm
#32
Join Date: Sep 2012
Location: SEA, YVR
Programs: Alaska MVPG, Flying Blue Gold, BA Silver, Hilton Diamond, Hyatt Globalist
Posts: 568
oops you’re right I meant to say SEA. interesting today’s sea/hnl flight went out fine but tomorrow’s flights have already been canceled. Glad I decided to just head home on delta instead of waiting for Alaska to sort it out- they did end up calling me back 24 hours later, about 5 hours after my cancelled flight was supposed to depart lol.
Apr 13, 2022, 7:06 am
#35
Join Date: Mar 2010
Location: Seattle, WA, USA
Programs: AS MVP Gold 75K, Marriott Lifetime Titanium
Posts: 1,597
AS changed a flight, departs 10 minutes later, for a trip in July. For some unknown reason they insist I call to confirm/accept the change. Is there a better time to call these days? Or should I just wait a month or two? Obviously, there's no need for me to call immediately.
Apr 13, 2022, 9:30 am
#36
Moderator: Southwest Airlines, Capital One
Join Date: Sep 1999
Location: California
Programs: WN Companion Pass, A-list preferred, Hyatt Globalist; United Club Lietime (sic) Member
Posts: 21,620
I got the "More than 10 hours" estimate after asking for the partner desk this morning. No callback option was offered. They really, really want me to just hang up and not call back.
Oh, for the old days when 800 number calls cost the company several cents per minute. That put a nonzero value on the customer's time.
Oh, for the old days when 800 number calls cost the company several cents per minute. That put a nonzero value on the customer's time.
Apr 13, 2022, 1:14 pm
#38
FlyerTalk Evangelist
Join Date: Dec 2006
Location: Pacific Northwest
Programs: UA Gold 1MM, AS 75k, AA Plat, Bonvoyed Gold, Honors Dia, Hyatt Explorer, IHG Plat, ...
Posts: 16,838
- actual measurement of how long it takes for people to get to an agent (I.e. there are actually people who hold that long)
- calculation of the time it would take if everyone currently calling would hold (but in reality that’s not going to happen and so people who do hold will get to an agent much faster)
- a made-up number designed to scare away callers
Apr 13, 2022, 4:54 pm
#43
Join Date: Sep 2019
Location: SAN
Programs: AS Mileage Plan 100k, Bonvoy Titanium
Posts: 991
Called the 100k number (probably the same one for all elites) and didn't wait a single second. She answered as soon as I was told the call would be monitored or recorded.
What was new was that I needed to change a flight booked through work which has a travel agency. Normally they call the Fares department and they work it out while I am on hold, but this time I was actually transferred to the fares department directly. First time ever (5+ years of doing this) that it happened. I am guessing the hold queues are so bad they want agents on the phone with passengers rather than with internal departments.
What was new was that I needed to change a flight booked through work which has a travel agency. Normally they call the Fares department and they work it out while I am on hold, but this time I was actually transferred to the fares department directly. First time ever (5+ years of doing this) that it happened. I am guessing the hold queues are so bad they want agents on the phone with passengers rather than with internal departments.
Apr 13, 2022, 5:43 pm
#44
Join Date: Jan 2005
Location: Portland, OR
Programs: AS MVPG, Hyatt Platinum, Hilton Silver, Hertz Five Star
Posts: 129
Called the 100k number (probably the same one for all elites) and didn't wait a single second. She answered as soon as I was told the call would be monitored or recorded.
What was new was that I needed to change a flight booked through work which has a travel agency. Normally they call the Fares department and they work it out while I am on hold, but this time I was actually transferred to the fares department directly. First time ever (5+ years of doing this) that it happened. I am guessing the hold queues are so bad they want agents on the phone with passengers rather than with internal departments.
What was new was that I needed to change a flight booked through work which has a travel agency. Normally they call the Fares department and they work it out while I am on hold, but this time I was actually transferred to the fares department directly. First time ever (5+ years of doing this) that it happened. I am guessing the hold queues are so bad they want agents on the phone with passengers rather than with internal departments.
"Current wait time is between 5 and 7 hours"
Apr 13, 2022, 11:10 pm
#45
Join Date: Nov 2016
Location: Seattle
Programs: AS 100K, Bonvoy Platinum, National Executive Elite, HI Goid
Posts: 25
My flight was cancelled today due to mechanical, 3-4 hour wait time and invalid mileageplan #. They are losing a fan very fast. I am actually more worried about their lack of call center employees than the lack of pilots. A call to AS should be shorter than a flight.