Here's how the TPG staff is beating long hold times and getting airline support quickly
When you're flying and something goes wrong, the time it takes to get hold of an agent determines the severity of the interruption.
At a point of record-long hold times to speak with an agent, here are four ways that TPG's staff is getting hold of airline agents quickly.
Foreign language lines: Kyle Olsen, points and miles reporter
In all fairness, my secret to getting in touch with an agent quickly isn't something you can acquire overnight.
Para continuar en espanol, oprima el numero dos. Pour continuer en francais, faites le numero trois.
Between a Spanish minor in college and several years of French lessons, my foreign language skills have been useful in getting connected with airline agents quickly. In particular, United's French line rarely has any wait, though it's open just 12 hours of the day. Despite sometimes feeling like I'm taking an oral exam, I almost always have an agent within 30 seconds of dialing the number.
Naturally, it's intimidating at first to call and speak with someone when it isn't your first language. But you can always start the call by asking the agent if the call can be conducted in English. From my experience, they almost always agree to converse in English (if they speak English), though occasionally I've been told that I have to be sent to the standard English-speaking queue for assistance in English.
If the agent doesn't speak English, I'll ask to continue the call in Spanish or French, and the agents are generally happy to assist. Remember your polite greetings, and don't forget to speak slowly and clearly.
Tip: Before you call, ensure you know how to spell out your confirmation number. For example, if your confirmation number is ABC123, you'll want to be able to say the equivalent of "A as in 'apple.'"
Phone numbers to dial for assistance in other languages are available from American Airlines, Delta Air Lines (only Spanish and Mandarin Chinese), JetBlue (only Spanish), Southwest Airlines (only Spanish) and United Airlines.
Related: How to quickly reach an airline customer service agent
International phone numbers: Andrew Kunesh, points and miles editor
Andrew has successfully outsmarted hold times by calling the local phone numbers of international airlines. For example, he called the Air France phone number (in France) via Skype and selected the English option. Nearly instantaneously, he was connected with an agent.
When I lived in London, I often reached out to the British call center for assistance with domestic U.S. flights. On one memorable occasion, I was trying to contact American Airlines for assistance with a wheelchair for a family member on a domestic flight. The U.S. line had a 2-plus-hour hold, and when I called the United Kingdom line, I was helped immediately.
Remember that when you call international phone numbers, you will likely be subject to international direct dial phone charges — even if the international number is toll-free. Consider buying Skype or Google Voice calling credit to lower your expenses
Related: Your flight is canceled or delayed – here’s what you should do next
Instant messages: Benet Wilson, senior editor
Benet is a loyal Southwest flyer. When there’s a problem, she uses Southwest's online chat service. From her experience, nine times out of 10 they solve it.
On a recent flight home from New Orleans, her plane departed late, making the connection tighter. While in flight, she went to the Southwest app and visited the "Contact Us" section. She could chat online over the plane's Wi-Fi with an agent, who let her know that the connecting flight was also running late, so she wouldn’t miss it.
Text messages: Summer Hull, editorial director
Summer chatted via text with United over the weekend, and she had a remarkably positive experience with little hold time.
Like Summer, I've had positive experiences with United's messaging service. When it launched in 2020, I had issues with agents never getting back to me; however, my recent inquiries have all been handled perfectly.
On a recent flight from Cape Town International Airport (CPT) to San Francisco International Airport (SFO) via Newark Liberty International Airport (EWR) on United, I woke up somewhere over the Atlantic to learn that the connecting flight to SFO had been canceled due to an operational issue. Through the United app, I was able to message an agent who was able to get us rebooked on another flight to SFO.
Before landing in Newark, I had the boarding passes on my phone for the next flight.
Related: American and United now let you text to chat with an agent
Bottom line
With increased travel demand and seemingly endless operational issues, knowing ways around long hold times can help you save time when something goes wrong. Bookmark this page and refer to it the next time you need to contact an airline ASAP. Who knows, it could be just the thing that saves your trip from disaster.
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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
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- 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.
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- $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.
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- Annual Fee is $325.
- Terms Apply.
Rewards Rate
| 4X | 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. |
| 4X | 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. |
| 3X | Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com. |
| 2X | Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com. |
| 1X | Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases. |
Intro Offer
You may be eligible for as high as 100,000 Membership Rewards® Points after spending $6,000 in eligible purchases on your new Card in your first 6 months of Membership. Welcome offers vary and you may not be eligible for an offer.As High As 100,000 points. Find Out Your Offer.Annual Fee
$325Recommended Credit
Credit ranges are a variation of FICO® Score 8, one of many types of credit scores lenders may use when considering your credit card application.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.