Does the reservation line no longer give you hold times or a call back option?
Mar 7, 2020, 7:27 am
#1
Original Poster
Join Date: Jun 2004
Location: Washington, DC
Programs: UA Gold 1MM, AA EXP, HH Diamond, MR Gold, Avis PC, Hertz PC
Posts: 1,252
Does the reservation line no longer give you hold times or a call back option?
I tried to make a change to an award ticket online that errored out and didn't ticket properly so I need to call. After asking for an agent the system places me on hold, but no longer tells me how long my expected wait time is or gives me an option for a call back. Am I imagining those two things? Didn't one or both happen at some point when you called in? I imagine with COVID-19 it'll take a while to get through, but I'd at least like to know what I'm in for.
Mar 7, 2020, 7:29 am
#2
FlyerTalk Evangelist
Join Date: Aug 2015
Posts: 11,461
I don't remember ever having a call-back option, and I think the only time it states a wait time estimate is when the estimate is over five minutes. However, it has been a while since I had phone wait times, fortunately, so I may be off with the latter description.
Mar 7, 2020, 7:35 am
#3
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Join Date: Jun 2004
Location: Washington, DC
Programs: UA Gold 1MM, AA EXP, HH Diamond, MR Gold, Avis PC, Hertz PC
Posts: 1,252
You're definitely fortunate! I've been on hold now for a fair bit longer than 5 minutes, and wasn't given a hold time. It's possible I'm imagining the call back option, but I could've sworn I've been given it before and remember thinking how great it was.
Mar 7, 2020, 7:41 am
#4
Join Date: Mar 2011
Location: MFR
Programs: UA 1K 1.9MM, Hilton Gold, Marriott Gold
Posts: 2,885
AA has one, but I never had that option with UA or CO.
Mar 7, 2020, 7:45 am
#5
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Join Date: Aug 2015
Posts: 11,461
The estimates, when it gives them, can be inaccurate. My recollection is it has sometimes told me ten minutes that turned out to be two, and sometimes the other way.
Mar 7, 2020, 8:22 am
#7
Original Poster
Join Date: Jun 2004
Location: Washington, DC
Programs: UA Gold 1MM, AA EXP, HH Diamond, MR Gold, Avis PC, Hertz PC
Posts: 1,252
I just waited 58 minutes on hold before they finally answered. For whatever reason the credit card payment for $14 in additional taxes didn't go through so they needed to collect that. Took about 2 mins total to complete.EDIT: I forgot about all of the schedule changes taking place today. I'm sure that isn't helping wait times...
Last edited by coolbeans202; Mar 7, 2020 at 8:30 am
Mar 9, 2020, 8:24 am
#8
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Location: MSP
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Mar 9, 2020, 9:35 am
#9
Join Date: Mar 2005
Location: Kansas City, MO
Programs: AA Gold
Posts: 3,648
I tried to call in Saturday to change award ticket and was told the wait time was 90 minutes. I did not wait on hold. I'll try some other time when it gets closer to my actual travel dates which are in late June.
Mar 9, 2020, 11:30 am
#12
Join Date: Aug 2016
Location: LA
Programs: Perennial Free Agent
Posts: 270
It was offered to me twice yesterday. I can't seem to replicate it today and I don't feel like sitting on hold for 60 minutes right now. Will try tonight. What sucks the most is I just want to make a date change. But when I change only one flight, it bumps me from First class to economy on all flights. So no way I will try that online. Phone only.
Mar 9, 2020, 11:31 am
#13
Join Date: Aug 2019
Posts: 57
Called yesterday. Was told wait time was approximately 90 minutes with no call back option. Was answered in just under 90 minutes. Got some snow yesterday so shoveled the front walk/drive, came inside, made a cup of coffee and then just browsed my phone for the remaining time.
Mar 9, 2020, 11:33 am
#14
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Join Date: Oct 2006
Location: SFO/SJC
Programs: UA Silver, Marriott Gold, Hilton Gold
Posts: 14,889
I’ve had the callback option intermittently - not sure if there is something specifically that triggers it (ie, hold times over X minutes, status level, etc.). It’s definitely not offered all the time, but I’ve had it before.
I’ve heard hold times sometimes as well, and not others. My suspicion is it will give it for moderate hold times - not for a few minutes (do you really need it then?) or less, and not for really long hold times, I’d guess the latter because the estimates are probably less accurate the more people there are on hold. again, no knowledge of the system, but these
are guesses.
I’ve heard hold times sometimes as well, and not others. My suspicion is it will give it for moderate hold times - not for a few minutes (do you really need it then?) or less, and not for really long hold times, I’d guess the latter because the estimates are probably less accurate the more people there are on hold. again, no knowledge of the system, but these
are guesses.
Mar 9, 2020, 11:43 am
#15
Original Poster
Join Date: Jun 2004
Location: Washington, DC
Programs: UA Gold 1MM, AA EXP, HH Diamond, MR Gold, Avis PC, Hertz PC
Posts: 1,252
I’ve had the callback option intermittently - not sure if there is something specifically that triggers it (ie, hold times over X minutes, status level, etc.). It’s definitely not offered all the time, but I’ve had it before.
I’ve heard hold times sometimes as well, and not others. My suspicion is it will give it for moderate hold times - not for a few minutes (do you really need it then?) or less, and not for really long hold times, I’d guess the latter because the estimates are probably less accurate the more people there are on hold. again, no knowledge of the system, but these
are guesses.
I’ve heard hold times sometimes as well, and not others. My suspicion is it will give it for moderate hold times - not for a few minutes (do you really need it then?) or less, and not for really long hold times, I’d guess the latter because the estimates are probably less accurate the more people there are on hold. again, no knowledge of the system, but these
are guesses.
I wonder if it has to do with the options provided. When I called in, the system knew I had an award that needed to be reissued and asked is if I was calling about that issue. It then just put me on hold but there was no hold time given.