STELLAService recently published a survey of hold times at major airlines during the busy pre-Thanksgiving travel week. They placed five calls per day to each of 13 domestic U.S. carriers, and found that the average wait ranged from a minute and a half to over half an hour.
These are interesting statistics, but of course I want to know more:
- Were the calls placed by a robot, an ordinary consumer, or a trained analyst?
- STELLAService describes the calls as about a variety of "general customer service questions." Did it matter what the question was?
- For that matter, did they make any effort to use the self-service options? (I know, I know, that's not what the survey was about--but it's still interesting to know).
- How consistent were the wait times? Was there any time of the day which was generally better or worse?