Skip to content

Here's how the TPG staff is beating long hold times and getting airline support quickly

July 13, 2022
5 min read
Alaska Airlines Airbus A320
This post contains references to products from one or more of our advertisers. We may receive compensation when you click on links to those products. Terms apply to the offers listed on this page. For an explanation of our Advertising Policy, visit this page.

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.

For more TPG news delivered each morning to your inbox, sign up for our daily newsletter.

Foreign language lines: Kyle Olsen, points and miles reporter

(Photo by Kyle Olsen/The Points Guy)

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.

Sign up for our daily newsletter

Related: How to quickly reach an airline customer service agent

International phone numbers: Andrew Kunesh, points and miles editor

(Photo by Benjamin Girette/Bloomberg/Getty Images)

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

About to take off on a Southwest plane at Boston Logan International Airport (BOS). (Photo by Sean Cudahy/The Points Guy)

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.

Related: An upgrade worth the investment: 7 thoughts from my 1st Southwest Airlines flight in nearly 18 months

Text messages: Summer Hull, editorial director

(Photo by Kyle Olsen/The Points Guy)

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.

Featured image by Alaska Airlines Airbus A320 (Photo by Kyle Olsen/The Points Guy)
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.

Top offers from our partners

How we chose these cards

Our points-obsessed staff uses a plethora of credit cards on a daily basis. If anyone on our team wouldn’t recommend it to a friend or a family member, we wouldn’t recommend it on The Points Guy either. Our opinions are our own, and have not been reviewed, approved, or endorsed by our advertising partners.
See all best card offers

TPG featured card

Best card for premium perks while traveling
TPG Editor‘s Rating
Card Rating is based on the opinion of TPG‘s editors and is not influenced by the card issuer.
4 / 5
Go to review

Rewards

2 - 10X points
10XEarn unlimited 10X miles on hotels and rental cars booked through Capital One Travel
5X5X miles on flights booked through Capital One Travel.
2X2 Miles per dollar on every purchase, every day

Intro offer

75,000 bonus miles
Earn 75,000 bonus miles when you spend $4,000 on purchases in the first 3 months from account opening, equal to $750 in travel

Annual Fee

$395

Recommended Credit

740-850
Excellent
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.

Why We Chose It

The Capital One Venture X card is one of the best all-round travel credit cards ever launched. Not only is it offering a tremendous welcome bonus, but cardholders can earn tons of miles on everyday spending and receive a 10,000-mile anniversary bonus to boot. Its annual fee is $395, but cardholders can count on up to $300 in statement credits toward travel booked through Capital One Travel each year and other valuable benefits like access to Priority Pass lounges and Capital One’s own growing family of airport lounges.

Pros

  • Excellent welcome offer worth 75,000 miles after you spend $4,000 on purchases in the first three months.
  • Up to $300 in annual travel statement credits toward bookings make through Capital One Travel.
  • 10,000 bonus miles (worth $100 toward travel) each account anniversary.

Cons

  • The $395 annual fee might be expensive for some, but this card’s benefits provide much more value than that.
  • If you don’t travel frequently, this might not be the best card for you.
  • Earn 75,000 bonus miles when you spend $4,000 on purchases in the first 3 months from account opening, equal to $750 in travel
  • Receive up to $300 back annually as statement credits for bookings through Capital One Travel, where you'll get Capital One's best prices on thousands of options
  • Get 10,000 bonus miles (equal to $100 towards travel) every year, starting on your first anniversary
  • Earn unlimited 10X miles on hotels and rental cars booked through Capital One Travel and 5X miles on flights booked through Capital One Travel
  • Earn unlimited 2X miles on all other purchases
  • Unlimited complimentary access for you and two guests to 1,300+ lounges, including Capital One Lounges and the Partner Lounge Network
  • Receive up to a $100 credit for Global Entry or TSA PreCheck®
  • Use your Venture X miles to easily cover travel expenses, including flights, hotels, rental cars and more—you can even transfer your miles to your choice of 15+ travel loyalty programs
  • Named editors' choice for "Best New Credit Card of 2021" by The Points Guy
  • Earn 10 miles per dollar when you book on Turo, the world's largest car sharing marketplace, through May 16, 2023
Best card for premium perks while traveling
TPG Editor‘s Rating
Card Rating is based on the opinion of TPG‘s editors and is not influenced by the card issuer.
4 / 5
Go to review

Rewards Rate

10XEarn unlimited 10X miles on hotels and rental cars booked through Capital One Travel
5X5X miles on flights booked through Capital One Travel.
2X2 Miles per dollar on every purchase, every day
  • Intro Offer
    Earn 75,000 bonus miles when you spend $4,000 on purchases in the first 3 months from account opening, equal to $750 in travel

    75,000 bonus miles
  • Annual Fee

    $395
  • Recommended 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.

    740-850
    Excellent

Why We Chose It

The Capital One Venture X card is one of the best all-round travel credit cards ever launched. Not only is it offering a tremendous welcome bonus, but cardholders can earn tons of miles on everyday spending and receive a 10,000-mile anniversary bonus to boot. Its annual fee is $395, but cardholders can count on up to $300 in statement credits toward travel booked through Capital One Travel each year and other valuable benefits like access to Priority Pass lounges and Capital One’s own growing family of airport lounges.

Pros

  • Excellent welcome offer worth 75,000 miles after you spend $4,000 on purchases in the first three months.
  • Up to $300 in annual travel statement credits toward bookings make through Capital One Travel.
  • 10,000 bonus miles (worth $100 toward travel) each account anniversary.

Cons

  • The $395 annual fee might be expensive for some, but this card’s benefits provide much more value than that.
  • If you don’t travel frequently, this might not be the best card for you.
  • Earn 75,000 bonus miles when you spend $4,000 on purchases in the first 3 months from account opening, equal to $750 in travel
  • Receive up to $300 back annually as statement credits for bookings through Capital One Travel, where you'll get Capital One's best prices on thousands of options
  • Get 10,000 bonus miles (equal to $100 towards travel) every year, starting on your first anniversary
  • Earn unlimited 10X miles on hotels and rental cars booked through Capital One Travel and 5X miles on flights booked through Capital One Travel
  • Earn unlimited 2X miles on all other purchases
  • Unlimited complimentary access for you and two guests to 1,300+ lounges, including Capital One Lounges and the Partner Lounge Network
  • Receive up to a $100 credit for Global Entry or TSA PreCheck®
  • Use your Venture X miles to easily cover travel expenses, including flights, hotels, rental cars and more—you can even transfer your miles to your choice of 15+ travel loyalty programs
  • Named editors' choice for "Best New Credit Card of 2021" by The Points Guy
  • Earn 10 miles per dollar when you book on Turo, the world's largest car sharing marketplace, through May 16, 2023