Check out this old-school trick to bypass airline phone hold times.
This travel tip may be coming too soon (or too late!) for travelers who just experienced the Southwest meltdown over the holidays or the flight cancellations of earlier this week after the FAA’s NOTAM system went down. If you were one of the millions impacted by the recent enumerable delays and cancellations in the airline industry, I’m sorry.
Here’s some advice that may be of help in the event of future flight disorders. One of the most common—and justified—gripes among air travelers is how difficult it can be to reach an airline when a problem needs rectifying.
So slow. So confusing. And often, so unhelpful when you finally get through. Fortunately, there’s a not-so-hidden but also not-so-often-considered way to get through to an airline on the phone when operations are in chaos.
That solution is a bit analog, a bit of a throwback, and you should show good manners to seal the deal. What am I talking about? Using a travel agent to book your flights.
How can travel agents save the day when it comes to flights?
Travel agents—good ones, that is—have teams supporting them. Most agents work via a bigger agency, or with access to strong networks of perks and access.
This matters, because when an airline cancels a flight that leaves you scrambling or makes an unwanted change to your itinerary, travel agents have the power to handle this for you, on your behalf.
In most cases, travel agents have an “air team,” staff who have relationships with airlines. These air teams don’t need to speak to the airline at all in most cases, as they can go into the back end of a booking and make permitted changes per airline rules. Sometimes they can even bend rules in your favor.
Yes, I’ve done my fair share of flight and hotel bookings on my own. But in recent years, I’ve started using a travel agent to arrange much of my travel.
Why? I often get better benefits at select hotels than even elite status would bring. And if an airline screws up my itinerary, it is the agent, not me, dealing with it.
How to find an agent willing to work with you?
Agents appreciate a good personal relationship, but they work on commission. The more you book that makes them money, the more willing they’re going to be to deal with you. If you only book the cheapest flights and never book hotels, you may have trouble finding a good agent.
How to pick the right agent?
Look for agents with access to perks and benefits, such as access to Virtuoso privileges and benefit programs with major hotel chains.
Having an agent with an air support desk is beneficial. You want someone who has a team who can make changes on the fly, to keep you moving.
It never hurts when the agent, or agency has a relationship with their partners either. If you have an air support team who is a huge client of the airline you’re flying, they’ll be able to make more magic happen than others.
Finally, remember great clients get great service. Giving an agent more of your trip (rather than just flights) will help with a two-way relationship. The more you book through the agent, the more willing the agent is going to be to deal with you.
Who pays?
When a travel agent books your flights, you typically pay the same price as everyone else. Commissions made by agents generally come from the hotel or airline side, not from the customer side. On flights, that’s almost always true. On hotels, it’s mostly true.
Twist’s Take: Want to skip the hassle of rebooking after your flight is canceled or enjoy extra benefits during your next hotel stay? Consider using a travel agent to arrange your trip.
