10+ Hours Wait Time to Reach Phone Agent?
Apr 14, 2022, 12:10 am
#46
Join Date: Jul 2018
Location: sometimes, strangely, I find myself at home
Programs: I need to do better in managing my affiliations. Oops, I overshot the runway for status next year.
Posts: 651
This isn't a good option for everyone, but on more than one occasion this past week, I have found it faster to go to the local airport and get help from the customer service counter.
edit to add:
a) the counter can't help with Award Travel
b) the counter couldn't help me with cancelling a ticket.
edit to add:
a) the counter can't help with Award Travel
b) the counter couldn't help me with cancelling a ticket.
Last edited by PaperGlider; Apr 14, 2022 at 1:31 am Reason: thanks to estnet, added info of what can't be done at the counter
Apr 14, 2022, 1:18 am
#47
Original Poster
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
Apr 14, 2022, 1:30 am
#48
Join Date: Jul 2018
Location: sometimes, strangely, I find myself at home
Programs: I need to do better in managing my affiliations. Oops, I overshot the runway for status next year.
Posts: 651
Apr 14, 2022, 6:45 am
#49
Join Date: Mar 2010
Location: Seattle, WA, USA
Programs: AS MVP Gold 75K, Marriott Lifetime Titanium
Posts: 1,598
This seems to be all over the place. I called the MVP Priority line last night at 22:00 PT. Went straight through to an agent in PHX. Issue resolved in a minute. I was confused as to why I needed to call to confirm a flight change with a departure change of 10 minutes. Evidently if you have an upgrade on the flight, they have to manually re-issue. At least I got lucky and my call went straight through.
Apr 14, 2022, 7:00 am
#50
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: 21,621
After 8 hours on old it's ringing now. Ringing and ringing and ringing. Which is not an improvement. This is nuts.
When the callback is offered, you get exactly one chance to answer. Not like American where the computer tries calling you 3 times, 5 or 10 minutes apart.
Edited to add: After 15 minutes of ringing, it hung up on me.
When the callback is offered, you get exactly one chance to answer. Not like American where the computer tries calling you 3 times, 5 or 10 minutes apart.
Edited to add: After 15 minutes of ringing, it hung up on me.
Last edited by nsx; Apr 14, 2022 at 7:19 am
Apr 14, 2022, 9:14 am
#51
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: 21,621
Apr 14, 2022, 1:10 pm
#52
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: 21,621
I finally got through on what must have been my seventh phone call. I got the "more than 10 hours message" but an agent picked up in less than 1 hour and took care of my award flight date change before the seat disappeared.
The ticketing hit a snag which the kind agent promised me would be handled today. The same thing happened with the original date, so I have no worries.
In short: Don't believe the waiting time estimates. It could be much shorter or it could be longer.
The ticketing hit a snag which the kind agent promised me would be handled today. The same thing happened with the original date, so I have no worries.
In short: Don't believe the waiting time estimates. It could be much shorter or it could be longer.
Apr 14, 2022, 11:01 pm
#53
Original Poster
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
I finally got through on what must have been my seventh phone call. I got the "more than 10 hours message" but an agent picked up in less than 1 hour and took care of my award flight date change before the seat disappeared.
The ticketing hit a snag which the kind agent promised me would be handled today. The same thing happened with the original date, so I have no worries.
In short: Don't believe the waiting time estimates. It could be much shorter or it could be longer.
The ticketing hit a snag which the kind agent promised me would be handled today. The same thing happened with the original date, so I have no worries.
In short: Don't believe the waiting time estimates. It could be much shorter or it could be longer.