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How to Get Around Long Hold Times When Calling Airlines

March 12, 2012
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3 min read
How to Get Around Long Hold Times When Calling Airlines
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One of the things I like doing least in life is calling up airlines. Even as a top-tier member in several elite status programs, I dread having to pick up the phone and speak with phone agents. However, as much as I don't like it, it's a fact of life for a frequent traveler because airline websites only allow you to do a fraction of the things you need to do, like changing flights, processing upgrades and booking complex awards.

This task is made even more intolerable when there are significant hold times. I'm an incredibly impatient person, so having to wait to speak to a phone agent gets my blood boiling pretty quickly. Hold times can get egregious during weather situations and during technology outages. Many United flyers are still experiencing huge wait times to speak to representatives ever since they merged the Continental Onepass and United MileagePlus programs last week.

So how do you jump the line? Simply call an international customer service line.

TPG reader Rick emailed me this past weekend that he needed to change a United award and the hold times were insane - he basically would have to sit around wasting hours until an agent picked up. However, he simply used Skype to call United's customer service line in Australia and someone picked up after the first ring! Thanks to Gary for giving him that tip.

I've been doing this for a while, yet I realized I never wrote about it. British Airways is one of the most annoying airlines to call because their US service center is only open from 7:30am- 8pm daily and there are usually hold times of up to 30 minutes. Solution? I call the Singapore office and instantly get great English-speaking reps. I've done the same with Continental, which had a reputation for not only long hold times, but disconnecting when you finally got through. I used to brush up on my Spanish and call the Mexico line during snowstorms - especially since those reps all spoke English as well.

Here are the links to major frequent flyer programs and their international call centers. When times get tough, get creative - but just make sure you have a cheap calling plan or use Skype because international calls can be pricey!

Air Canada Aeroplan

American

British Airways

Delta

United

US Airways

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  • Intro Offer

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  • 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.