Call me…maybe

More ways to reach an airline service rep more easily.

I recently posted some tips on how to reach an airline customer service agent more quickly. With air travel increasing and the airlines’ call center capacity not necessarily keeping up, wait times to speak to an airline agent can become ridiculous. Add in bad weather or tech glitches and you may be looking at five to eight hours (a Twitter user’s experience this past week with one domestic airline).

So in addition to my previous suggestions, here are some more recommendations on how to connect with an airline service rep more quickly.

Try the app.

Yes, if you could accomplish whatever you want to do online or via mobile app, you probably wouldn’t be trying to call. But some airline apps have become more useful when dealing with certain situations, such as rebooking during irregular operations, so it’s worth a try.

Find a real person.

If you’re at the airport, you can reach out to the staff at the airline’s ticket, gate, and customer service counters (plus lounge, if you have access and the club is open). A few times when I knew I’d be facing a multi-hour wait on the phone, I actually went to the airport to talk to someone instead.

Schedule a callback. Even if you don’t think you’ll need it, set up a callback just in case. If you don’t need more help when the call comes, don’t answer; the automated system won’t connect you to a person unless you do. This is good way to virtually wait in line, worth having as a backup.

Make plans on your own.

If your flight cancels you can get a refund (later). If you paid for your trip with the right credit card and your flight is sufficiently delayed or cancelled, you likely have coverage to help pay for unexpected costs like hotels, meals, and ground transport. Solve the problem on your own and worry about compensation later.

Know what you want when you do connect.

Do your research before talking with someone. If you can, know what flight you want to change to as well as what else you need/are entitled to (ex: hotel and meal vouchers), so you can get right to the point when you’re speaking with the agent.

Get help from a nonprofit.

Elliott Advocacy is nonprofit consumer advocacy organization. Its website includes a list of airline contact information that can help you reach the department and even the person you are looking for.

Most of EA’s links provide addresses, phone numbers, social media, and other contact info for certain airline executives and more. The website suggests you begin by contacting a senior customer service representative when that it an option, and wait for a response before moving on to the next person. (In other words, writing to all contacts at once will probably not help your case.)

Here’s the list of the airlines Elliott has contact info for:

Twist’s Take: Use these techniques to avoid spending hours on hold waiting for an airline service agent.