Just spent 4.5 hrs on hold with SWA Group Travel
 

I just spent 4.5 hours on hold with SWA trying to reach group travel. I was serious for the first 45 minutes or so but after that I just stayed on while going about my day to see how ridiculous it would get. I finally hung up when I needed to make another call.

I've attached my phone's log in case anyone wants to suggest that I'm exaggerating.

I'm really shocked that a company that's good at so many things could have this bad of a customer experience.

It makes no sense to stay on hold that long. Most likely, your call was in an endless loop or glitch and would never have been answered.

If I'm hold more than 20 minutes, I hang up and call back at another time of the day.

If you hang up after 20 minutes you won't get through to someone at Customer Relations. Hold times are routinely over an hour.

Sadly, the hold time for the Groups department is often very, very long. People post screenshots of multi-hour waits frequently, so this may have not been a glitch.The department is notoriously understaffed. Using Groups, you trade a small discount and some flexibility in payment for a frustratingly time-consuming experience.

This won't help the OP, but in general the best way to contact Southwest these days is via Twitter (or through the dedicated A-List line, if that is available to you).