Wait times to get through to Reward Centres
 

Just wondering what your recent experience with wait times for ticketing reward travel has been (ie. time till you first start talking to the agent who books your travel)--let us know if you are standard or elite flyer using special phone numbers?

The reason I ask is that I have had no waits as an AC SuperElite, but my friend who has no status was waiting on the phone for 2 hours last night with Canadian before he was told that he could not get ticketed on the days he wanted and for 3/4 hour with Air Canada before also striking out. It was so busy on Canadian, they didn't even have music for his line, so he got dead air and wasn't sure if he really was still connected.

I phoned this morning and other than the usual push button phone menu options, got an AC agent who immediately answered the call and got the flights I wanted for him (giving him the reward from my account).

[This message has been edited by BlondeBomber (edited 08-29-1999).]

I use a lot of Alaska miles and had a horrible time getting through. My trick was to call about 1 minute before they opened in the morning and then just hit redial so I would be the 1st one in. This resulted in a wait of only 2 minutes. Otherwise it could easily take an hour.

They have recently installed a special line which requires an MVP Gold status number so I get through immediately. http://talk.flyertalk.com/forum/smile.gif

I do not remember waits with NWA or UAL, but for them I am Silver Elite and PremEx respectively.


[This message has been edited by Punki (edited 08-29-1999).]

I recently called CO on a Thursday night around 5:00pm left coast time and got right through to the reward desk and booked my PIP ticket.

I have been able to get through to United Airlines right away and book tickets using upgrades right away. That's the good news.

The bad news is that I often get an agent who says "OH I"ve just been transferred to this division from the regular reservations system." or I get a newbee who has never done award reservations before.

BB, I have had the exact same experience as you cite. Calling the SE desk for anything is always very quick....no hassles @ all. A friend told me he eventually gave up calling AC (no status).

Dorian

I have had no problems with AA, UA, or CO, regardless of elite status. Alaska is downright terrible. Their Mileage Plan and award lines require constant waits. Punki's strategy to call early is good; I have had some success calling about 1/2 hour before they close, if you can call success a 20 min. wait. Recently, I have had trouble getting through to the HHonors reservation line. At times the phone rings forever before it switches you on to hold. I was trying to get through the other day and gave up after waiting about 15 min.

Given the litigious nature of the US, I am surprised that there hasn't been a class action suit against the airlines for non-performance of the worst airlines. I don't know if any judge would consider routine 1-2 hour waits as good faith execution of promises made by the ff programs in their glitzy ads.

Well the Hilton and Delta service centres in London are great. When they are actually open, I never, ever have a significant wait. Now if only Hhonors could be perusaded to open after 5.30 pm and at weekends....

United are pretty lousy. For general members you just call the normal reservation line, which typically requires a 30 minute wait. It is invariably quicker to call Mileage Plus in the United States.

[This message has been edited by james (edited 08-29-1999).]

For domestic award travel on United, I call the Premier Executive desk and almost never wait. The phone doesn't even ring, the agent just picks up.

For international travel, I call the Premier Executive desk anyway, tell the agent that I want to ticket an international award, and they transfer me immediately to an international desk agent. Again, very little wait in between. The one time I called the international awards desk directly, I was on hold so long that I forgot I was on hold. The other thing that helps is that I call at some pretty strange hours sometimes (1 AM EDT, for example).

I dread the day that I might no longer have elite status with United. Let's just hope I hit Million Miler first...

UA 1K line has a seperate option for International travel. I have never been put on hold on that line. Sometimes if I am in que in the domestic line and am in a time sensitive situation (like an airport trying to rebook a flight), I hang up and call back an choose International. They will still help you and I have never had to wait.

Now if they would just be able to tell me all the flight numbers with the new sleeper seats...

No problems on AA Platinum. Immediate answer to 10 seconds maximum.

Had no problem getting through on the Aeroplan Prestige line at 9pm Mtn time to request my J-Class award certificates before the "price" went up last night (August 31st), and only find ocassional problems during peak daytime hours. Never had a problem when I was Elite at any hour of the day.

Canadian Gold line is also quickly answered in Canada, but delays are intollerable when calling in the US. I now just use "Canada Calling" number to get through to a Canadian operator, then pay for the local non-toll number in Toronto or Vancouver. (Toll-free numbers can't be called this way.) I also use this method for reaching Canadian and Air Canada when I'm outside North America, figuring a confirmed upgrade is worth a dollar or two in long distance charges. (And a few more miles!)

No longer elite on NW, but I can say I've still had no problem getting through on the general line to make award or upgrade bookings except at peak sale times, and even then the wait has been about 10-minutes maximum with music and regular acknowledgement that I am in cue.

Hilton HHonors on their old toll number was always answered promptly, and I've been dealt with quickly since the agents knew I was paying for the call. Haven't tried the new toll-free number yet, since I find email best for handling account queries. Sheraton and Westin are other hotel chains offering prompt award program responses with lines that are seldom busy, though I've always used a Gold toll-free number. Starwood has given the same quick response.

Calling AC as a basic member is hell! All you have to do is try calling the number listed in the phone book!

As a CP Gold, I haven't encountered a significant wait at all, but before I had status the wait could be measured in hours. Same goes for AC.
NW and CO, on the other hand require very little waiting with or without status.