How Long Does an Airline Keep You on Hold?
When you call an airline's customer service line, one of the last things you must deal with is being put on Hold. Unfortunately, it's a common occurrence, especially during peak travel times. While being on Hold can be frustrating, knowing the legal limits is essential. How long can airlines keep you on Hold? So, to resolve the query, you can continue to read this blog.
No specific federal law governs how long a company can keep you on Hold in the United States. However, the Federal Trade Commission (FTC) has guidelines for fair and transparent business practices, and companies are expected to adhere to these guidelines when dealing with customers. The FTC suggests that companies should inform customers of expected wait times and provide an estimated wait time. If the wait time becomes excessive, the company should offer to call the customer back. However, here are a few points that are considered for how long you might be on Hold.
Time is taken by the airline to keep you on Hold.
Generally, it's reasonable to expect you not to be on Hold for excessive time. However, it's challenging to determine what constitutes an "excessive" wait time, as it can vary depending on the situation. Factors such as the time of day, the volume of calls being handled, and the urgency of your issue can all impact wait times.
Though it's safe to say it's excessive if you're on Hold for over 30 minutes. At that point, consider hanging up and trying the call again later. Suppose you are on Hold for a limited time and need help getting through to a representative. In that case, you can contact the airline's customer service via social media or email.
While no specific laws exist, some states have enacted regulations regarding call wait times. For example, California requires companies to inform customers of the estimated wait time and offer to call them back if the wait time exceeds five minutes.
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Reasons why airlines keep you on Hold
- Availability of the customer service representative, if the airline needs more customer service representatives to handle the situation, your wait time might increase.
- Language preferences might be another of your delay if you prefer to speak to a customer service representative in a specific language to become available.
- The level
- Staff training and the training of customer service representatives can also affect the wait times, as inexperienced staff may take longer to handle situations and resolve issues.
Note: In some cases, being on Hold may be optional. Many airlines now offer online chat options or self-service portals where you can get answers to your questions without calling customer service. These options can be faster and more convenient for resolving your issue without spending time on Hold.
However, if the airline keeps you on Hold for more than 2-3 hours, you can follow some points.
- You can do the following:
- Hang up and call back later
- Ask to speak to a supervision
- File a complaint with the airline
- Seek compensation through a third-party organization
- Seek legal remedy through small claims court.
In conclusion, no specific law governs how long an airline can keep you on Hold, but they are expected to adhere to fair and transparent business practices as outlined by the FTC. If you are on Hold for excessive time, consider hanging up and trying again later or contacting the airline via social media or email. Remember that airlines are in the business of transporting passengers, and customer service is just one aspect of their operations. During peak travel times, wait times can be longer, so it's essential to be patient and understanding.
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