Input? how much time do callers to various frequent flyer programs spend on hold?
Jul 3, 2003 | 10:30 am
#33
FlyerTalk Evangelist
Join Date: Nov 2002
Location: northeast coast of Florida
Programs: UA 1K - 2MM, Lifetime Hilton Diamond, Lifetime Marriott Platinum Elite, Hertz President's Circle
Posts: 10,436
UA UGS line is usually less than 1 minute.
UA Premier Executive line (formerlly 1K #) usually 1 to 3 minutes.
All other carriers (bare bones / minimum status), well, I might as well use a sun dial to count time.
UA Premier Executive line (formerlly 1K #) usually 1 to 3 minutes.
All other carriers (bare bones / minimum status), well, I might as well use a sun dial to count time.
Jul 3, 2003 | 12:53 pm
#34
Join Date: Oct 2000
Location: On the fast track to dirt status, Raleigh, NC
Posts: 1,085
US-I am a US1 and never have a wait to the Chairmen's desk even when rolled to the Gold desk. Also was transferred yesterday to international reservations for an award and no wait at all.
AA-PLT and never have waited more than 30 seconds as far as I can figure.
Have not had to call any other carriers so no experience and no status on them.
AA-PLT and never have waited more than 30 seconds as far as I can figure.
Have not had to call any other carriers so no experience and no status on them.
Jul 3, 2003 | 1:42 pm
#36
Join Date: May 2002
Location: Portland, OR
Programs: DL MM Plat, PC&HH Gold
Posts: 2,602
NW Platinum Elite Line : 99% of the time goes directly to a CSR with no waiting. When a wait does occur it's usually 15 seconds or so. I can't remember ever waiting longer than a minute.
Jul 3, 2003 | 1:50 pm
#37
Join Date: Jan 2003
Location: Sioux Falls, SD
Posts: 2,545
Tried calling BA numerous times on June 29 & 30 (just before new program rules went into effect & lots of others calling). Most times, recording wouldn't even let call go through due to high volume of calls. When I finally got through, the recording warned me that wait times were up to 45 minutes. One thing about it - BA North America Executive Club has the best muzac, so I put it on speaker phone and just waited it out. Somewhat disappointed when someone finally picked up b/cause the music was so good.
Word of caution if you used BA miles to fly on AA.. BA has tried twice to book my ticket with no success yet. The problem is that U.S. gov't has suspended some fees, but the BA computer system is designed to need a credit card payment for a small fee (which doesn't apply these days). Bottom line: AA keeps returning the booking to BA with an "insufficient payment" note and BA customer service rep says they've had a hard time trying to make some of the AA award travel bookings go thru.
[This message has been edited by jmartin (edited 07-03-2003).]
Word of caution if you used BA miles to fly on AA.. BA has tried twice to book my ticket with no success yet. The problem is that U.S. gov't has suspended some fees, but the BA computer system is designed to need a credit card payment for a small fee (which doesn't apply these days). Bottom line: AA keeps returning the booking to BA with an "insufficient payment" note and BA customer service rep says they've had a hard time trying to make some of the AA award travel bookings go thru.
[This message has been edited by jmartin (edited 07-03-2003).]
Jul 3, 2003 | 2:19 pm
#38
Join Date: Jan 2002
Location: Los Angeles
Posts: 230
British airways USA is beyond bad. I tried booking award tickets (though I don't have status with them any longer)and I hung up after waiting for more than 45 minutes on multiple occasions. I did eventually did get through once and made my travel arrangements (six months in advance). United premier exec line is fairly good - usually less than a couple of minutes wait time for me.
Jul 3, 2003 | 3:23 pm
#39
FlyerTalk Evangelist
Join Date: Dec 2002
Location: Danville, CA, USA;
Programs: UA 1MM, WN CP, Marriott LT Plat, Hilton Gold, IC Plat
Posts: 18,080
June 2003 experiences:
UA public line: 12++ minutes on hold (hung up)
UA premier line: <1 minute.
AA Gold line: <30 sec. after long recording and required input of Aadvantage #
UA public line: 12++ minutes on hold (hung up)
UA premier line: <1 minute.
AA Gold line: <30 sec. after long recording and required input of Aadvantage #
Jul 3, 2003 | 5:11 pm
#40
FlyerTalk Evangelist
Join Date: Sep 1999
Location: Toronto, Ontario, Canada
Programs: OWEmerald; STARGold; BonvoyPlat; IHGPlat/Amb; HiltonGold; A|ClubPat; AirMilesPlat
Posts: 38,190
My two primary airline progams are AC Aeroplan, and AA AAdvantage. Being top tier elite in Aeroplan, SuperElite, I get through almost immediately, though have had a minute or so wait. Nothing that doesn't zip by.
Even as a Gold in AAdvantage, I have gotten through with a minimum of wait time. Just made an award booking and had little or no wait on both calls.
Hotel programs are the same, next to no waiting time using elite numbers. Even Best Western wait time as basic is pretty minimal, under 2 minutes, if that.
On this score, I have no complaints, though some voice mail menus can be irritating to get through.
Even as a Gold in AAdvantage, I have gotten through with a minimum of wait time. Just made an award booking and had little or no wait on both calls.
Hotel programs are the same, next to no waiting time using elite numbers. Even Best Western wait time as basic is pretty minimal, under 2 minutes, if that.
On this score, I have no complaints, though some voice mail menus can be irritating to get through.
Jul 3, 2003 | 6:05 pm
#41
Join Date: Jul 2001
Location: Berkeley, CA, USA
Posts: 129
I use the Platinum line on AA and have never had no wait more than a ring or two. Except when the "what's your AAvantage number" switch just won't work and I get put into the regular phone line. Then the wait can be several minutes.
Jul 3, 2003 | 6:06 pm
#42
Join Date: Sep 1999
Location: Charlotte, NC USA
Programs: AA EXP; Marriott Lifetime / Annual Titanium; Massively Missing Starwood
Posts: 5,443
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Ken hAAmer:
Forgive me, but isn't this thread quite aways off topic, not having anything to do with FF "miles"?</font>
Forgive me, but isn't this thread quite aways off topic, not having anything to do with FF "miles"?</font>
Jul 3, 2003 | 6:07 pm
#43
FlyerTalk Evangelist
Join Date: Sep 2000
Programs: BA, AA, DL, KLM, UA
Posts: 37,489
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by jmartin:
Tried calling BA numerous times on June 29 & 30. Most times, recording wouldn't even let call go through due to high volume of calls. When I finally got through, the recording warned me that wait times were up to 45 minutes. One thing about it - BA North America Executive Club has the best muzac, so I put it on speaker phone and just waited it out. Somewhat disappointed when someone finally picked up b/cause the music was so good.
Word of caution if you used BA miles to fly on AA.. BA has tried twice to book my ticket with no success yet. The problem is that U.S. gov't has suspended some fees, but the BA computer system is designed to need a credit card payment for a small fee (which doesn't apply these days). Bottom line: AA keeps returning the booking to BA with an "insufficient payment" note and BA customer service rep says they've had a hard time trying to make some of the AA award travel bookings go thru.</font>
Tried calling BA numerous times on June 29 & 30. Most times, recording wouldn't even let call go through due to high volume of calls. When I finally got through, the recording warned me that wait times were up to 45 minutes. One thing about it - BA North America Executive Club has the best muzac, so I put it on speaker phone and just waited it out. Somewhat disappointed when someone finally picked up b/cause the music was so good.
Word of caution if you used BA miles to fly on AA.. BA has tried twice to book my ticket with no success yet. The problem is that U.S. gov't has suspended some fees, but the BA computer system is designed to need a credit card payment for a small fee (which doesn't apply these days). Bottom line: AA keeps returning the booking to BA with an "insufficient payment" note and BA customer service rep says they've had a hard time trying to make some of the AA award travel bookings go thru.</font>
Jul 3, 2003 | 9:26 pm
#44
Join Date: Oct 2002
Location: Houston
Programs: AA EXP; Hyatt Globalist; Marriott Lifetime Platinum, Hilton Diamond, UA 1.56MM (fmr UA1K)
Posts: 5,774
With CO Where I am Plat...hardly ever a wait.
Delta...with no status...the waits are VERY long..that is if you even get connected.. typically I get a busy signal and I've tried at various times..it's REALLY bad over at DL
Delta...with no status...the waits are VERY long..that is if you even get connected.. typically I get a busy signal and I've tried at various times..it's REALLY bad over at DL
Jul 5, 2003 | 4:18 am
#45
Moderator: Flying Blue (Air France & KLM), France and TravelBuzz!
Join Date: Jan 2001
Location: Paris, France, AF F+ Rouge pour toujours, Flying Blue whatever, LH FTL, HHonors Gold, formerly proud SCC Executive, now IC Ambassador, BA down to nobody, Grand Voyageur Le Club
Posts: 12,512
AF F+ Rouge line in Paris : between 30s and 4mn - agents are efficient and courteous