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When is it time to call your airline?

June 05, 2023
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4 min read
Frustrated businessman on smartphone in office
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As Memorial Day weekend brought some of the busiest travel days across U.S. airports since before the pandemic, it's clear travelers and airlines are about to face a busy summer of travel.

At the same time, airports are still understaffed, leading to longer lines at security and even some challenges getting the food you want in the terminals or lounges.

In addition to crowds, you may also encounter flight delays and cancellations, including those due to weather, other operational issues and travel plan changes.

When that happens, you may be inclined to immediately hop on the phone and call your airline. However, there are other steps you can take that might yield a quicker and more helpful result.

Before you pick up the phone to call your airline, read this.

Urgent issues are handled 1st

IRFAN KHAN/LOS ANGELES TIMES/GETTY IMAGES

Since customer service departments have limited capacity, airlines ask customers to prioritize those with immediate needs; this happens particularly during times when many flights are getting canceled across the board due to weather or technology failure — as we saw in December 2022 with Southwest's operational meltdown.

If you’re not scheduled to travel within the next few days, try to be patient.

In addition to waiting to call your airline and freeing up capacity for more urgent needs, you’re actually increasing your chances of getting a refund back to your original form of payment. When an airline cancels a flight (no matter the reason) or there’s a significant schedule change, you’re eligible for a full refund.

Online tools are faster and easier

Since you can modify your flight online or via a carrier's app, you don’t necessarily need to call an airline to move your flight date or get a ticket refund. Before calling an airline, make sure that you attempted to troubleshoot online via the “manage my reservation” tab on your carrier’s website.

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Since online service is preferred, most major airlines detail on their websites how to easily make changes or cancellations online or by using their apps.

Additionally, TPG provides step-by-step instructions for modifying flights on specific carriers:

Previously, travelers could also use social media, specifically Twitter, to reach airline customer service. However, as of May 2023, some airlines — including Air France and KLM — recently eliminated customer service assistance via the social media platform, instead directing customers to other avenues.

Bottom line

DAVID PAUL MORRIS/BLOOMBGERG/GETTY IMAGES

Should something go awry with your travels this summer, try troubleshooting via the above techniques before attempting to reach an airline via phone.

Consider the timing of your situation when attempting to get help as well. If you have upcoming travel within the next few days, it might make more sense to hop on the phone to resolve your situation sooner rather than later.

If you’re making a change well before your flight, it pays to wait — especially if you’re looking to get a refund. Also, don’t forget to see if it’s possible to make online modifications to your itinerary.

Above all else, patience is the most important quality. Not only will it increase your chances of getting a refund, but it’ll also open up the phone lines for those with urgent needs.

Related reading:

Zach Griff previously contributed to this report.

Featured image by THOMAS BARWICK/GETTY IMAGES
Editorial disclaimer: Opinions expressed here are the author’s alone, not those of any bank, credit card issuer, airline or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities.

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Apply for American Express® Gold Card
at American Express's secure site
Terms & restrictions apply. See rates & fees
Best for dining at restaurants

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TPG Editor‘s Rating
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Rewards Rate

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  • Intro Offer

    As High As 100,000 points. Find Out Your Offer.

  • Annual Fee

    $325

  • Recommended Credit

    Excellent to Good

Why We Chose It

There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)

Pros

  • 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
  • 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
  • Packed with credits foodies will enjoy
  • Solid welcome bonus

Cons

  • Not as useful for those living outside the U.S.
  • Some may have trouble using Uber and other dining credits
  • You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
  • Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
  • Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
  • Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
  • Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
  • Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
  • $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
  • $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
  • $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
  • $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
  • Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
  • No Foreign Transaction Fees.
  • Annual Fee is $325.
  • Terms Apply.