Input? how much time do callers to various frequent flyer programs spend on hold?
Jul 2, 2003, 5:24 pm
#1
Founder of FlyerTalk
Original Poster
Join Date: May 1998
Location: Colorado Springs, CO
Posts: 6,540
Input? how much time do callers to various frequent flyer programs spend on hold?
Are hold times getting better or worse, do you know?
Given that we see a constant shifting of staff with airlines and thus their frequent flyer programs, Wondering what has been your experience with the customer service end of things for frequent flyer service centers. What percentage of contact you've ****ed to email vs. just calling the service centers and if you've noticed an increase or decrease in "hold" time over the last year or so.
And of course, which programs are better or worse at this. Not to exclude the time it takes to get an email answered back from a program (24 hours seems like a "long" hold time huh?)
Any experiences or opinions to share with me?
Given that we see a constant shifting of staff with airlines and thus their frequent flyer programs, Wondering what has been your experience with the customer service end of things for frequent flyer service centers. What percentage of contact you've ****ed to email vs. just calling the service centers and if you've noticed an increase or decrease in "hold" time over the last year or so.
And of course, which programs are better or worse at this. Not to exclude the time it takes to get an email answered back from a program (24 hours seems like a "long" hold time huh?)
Any experiences or opinions to share with me?
Jul 2, 2003, 5:49 pm
#3
Join Date: Nov 2000
Posts: 7,700
<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>
I have no trouble getting an operator in <1 minute (for either reservations or mileage program) on any airline on which I have status (and accordingly a priority phone number). This based on 2-3 calls per month for various purposes. This has been pretty consistent for the past three years or so.
With carriers on which I have no status, different story. I recently called US (because I had a US ticket on UA metal) to change my FF number and was on hold for 12 minutes.
I have no frame of reference on whether that's up, down or sideways, but I was glad I called from the office, where I have a speakerphone.
Jul 2, 2003, 6:38 pm
#6
Join Date: Aug 2002
Location: Phoenix, Arizona
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There is a discussion going on the America West board about this.
I have seen longer hold times, even when using my special gold phone number on America West. It used to be that I got someone right away, with basically no hold. I have recently had waits up to 5 minutes to talk with someone.
I have seen longer hold times, even when using my special gold phone number on America West. It used to be that I got someone right away, with basically no hold. I have recently had waits up to 5 minutes to talk with someone.
Jul 2, 2003, 6:42 pm
#7
Join Date: Aug 2002
Location: SJC
Programs: AA EXP
Posts: 3,686
With NW (where I'm Plat) hold times have never exceeded 3 minutes.
With AA (where I'm Plat) hold times typically average 3 minutes but not more than 7.
With CO where I have NO status, hold is like 10 minute average (blech).
Steve
With AA (where I'm Plat) hold times typically average 3 minutes but not more than 7.
With CO where I have NO status, hold is like 10 minute average (blech).
Steve
Jul 2, 2003, 6:49 pm
#9
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Location: Currently in Bloomington, IN, but Normally NYC, CDG, and even POZ or wherever FT takes me.
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CO seems to me to be pretty bad. Of course, I'm only Silver there (no elite line for silvers).
NW is a little better. As I am moving up (currently Gold) I am noticing a definite improvement in the service I get over the phone.
Although NW does have the annoying habit of just hanging up on you when they're too busy.
NW is a little better. As I am moving up (currently Gold) I am noticing a definite improvement in the service I get over the phone.
Although NW does have the annoying habit of just hanging up on you when they're too busy.
Jul 2, 2003, 8:21 pm
#10
Join Date: Jul 2000
Location: MKE
Programs: DL Platinum; Hyatt Diamond
Posts: 1,119
as NW gold, my wait times are very brief, if at all. As previous poster stated, back when I was only silver and didn't have access to the gold/plat line the waits were horrific and frequently were told "we're to busy now, call back later, CLICK". so as gold I have no complaints at all.
Jul 2, 2003, 8:36 pm
#11
In Memoriam
Join Date: Feb 2000
Location: Easton, CT, USA
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I've seen no increase at all in hold times, but I tend to call in the middle of the night and there usually isn't any problems.
What word caused the ****ed?
What word caused the ****ed?
Jul 2, 2003, 9:03 pm
#12
Join Date: Apr 2000
Location: Cleveland
Programs: AF/KLM Plat For Life/UA Million Miler-PremEx For Life/SPG Gold
Posts: 5,054
UA 1K Desk....vast improvement over lst 4-5 months, most call times less than 2 minutes
KLM Plat Elite HelpDesk...always taken within first minute
AC SuperElite...2-3 minutes; Elite normally a disaster
HH Diamond Desk...always taken within first minute
KLM Plat Elite HelpDesk...always taken within first minute
AC SuperElite...2-3 minutes; Elite normally a disaster
HH Diamond Desk...always taken within first minute
Jul 2, 2003, 9:44 pm
#13
FlyerTalk Evangelist
Join Date: May 1998
Location: Massachusetts, USA; AA Plat, DL GM and Flying Colonel; Bonvoy Platinum
Posts: 24,233
AA EXP line: generally no wait at all, picked up by on the first or second ring after entering my number. On the rare occasions that I have to wait, always under one minute.
Others: not enough recent experience to comment.
Others: not enough recent experience to comment.
Jul 2, 2003, 9:48 pm
#14
Join Date: Jun 2003
Location: SFO
Programs: UA1K
Posts: 150
UA 1P: I never seem to wait at all. In fact, I have always been a bit surprised by that. This includes (domestic) MP award travel desk. Not enough relevant experience with international MP.
AA no-status: very short, but like cordelli, I tend to only call in the middle of the night.
fiat_owner
Misspell of "shifted" maybe? 
[This message has been edited by fiat_owner (edited 07-02-2003).]
AA no-status: very short, but like cordelli, I tend to only call in the middle of the night.
fiat_owner
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by cordelli:
What word caused the ****ed?</font>
What word caused the ****ed?</font>
[This message has been edited by fiat_owner (edited 07-02-2003).]
Jul 2, 2003, 10:23 pm
#15
Join Date: Oct 1999
Location: Third planet from the Sun
Posts: 7,022
EP status on AA---no more than 2 minutes.
AA with no status---no more than 5 minutes.
Delta with GM status---3 minutes max.
Delta with no status---up to 20 minutes.
Northwest with status---no more than 4 minutes.
Northwest with no status---there are times where it won't even put me in the que--it tells you to call back later. Other times I have waited anywhere from 2 to 45 minutes. I have found that if you always punch in the option to buy a new ticket (not to deal with an existing reservation) you get put into a higher priority que.
AA with no status---no more than 5 minutes.
Delta with GM status---3 minutes max.
Delta with no status---up to 20 minutes.
Northwest with status---no more than 4 minutes.
Northwest with no status---there are times where it won't even put me in the que--it tells you to call back later. Other times I have waited anywhere from 2 to 45 minutes. I have found that if you always punch in the option to buy a new ticket (not to deal with an existing reservation) you get put into a higher priority que.