How long can an airline keep you on hold?

The Endless Hold: What Are Your Rights When an Airline Keeps You Waiting?

The frustration of being stuck on hold with an airline is a near-universal experience. But how long is too long? While there’s no federally mandated time limit for hold times, the experience is often exacerbated by the lack of transparency and the feeling of helplessness passengers endure. This contrasts sharply with the clear regulations surrounding tarmac delays, which offer a tangible benchmark for passenger rights.

The Air Carrier Access Act requires airlines to deplane passengers after a three-hour tarmac delay for domestic flights and four hours for international flights. This crucial protection safeguards passengers from prolonged discomfort and potential health concerns associated with being confined to a stationary aircraft. This legislation, while addressing a specific situation, highlights the importance of passenger welfare during significant disruptions.

However, the less-defined area of phone hold times leaves passengers vulnerable to extended waits with no legal recourse. While airlines often cite high call volumes as a justification, the lack of clear expectations and alternatives, such as callback systems or online chat support, leaves passengers feeling neglected and unheard. The frustration mounts, particularly when dealing with critical issues like missed connections, baggage claims, or flight cancellations. This extended wait, unlike a tarmac delay, lacks the clear provision of necessities like food and water.

While the three-hour tarmac delay rule necessitates the provision of food and water after two hours, no such regulations exist for phone hold times. This discrepancy highlights a significant gap in passenger protection. While the focus on tarmac delays is understandable given the immediate physical discomfort, the prolonged stress and uncertainty associated with lengthy hold times are often overlooked.

Airlines could alleviate this issue through several measures:

• Investing in improved call center technology: Implementing advanced call routing, automated systems, and robust online support channels can dramatically reduce wait times.
• Providing estimated wait times: Giving passengers an idea of how long they can expect to wait allows them to better manage their time and expectations.
• Offering callbacks: Allowing passengers to leave their number and receive a callback eliminates the need to remain on hold.
• Increased transparency on service levels: Proactively communicating average wait times and service levels allows passengers to make informed decisions about when to contact the airline.

Ultimately, the absence of regulations regarding phone hold times underscores a need for a more comprehensive approach to passenger rights. While the three-hour tarmac delay rule provides a model for passenger protection, similar considerations should be given to the often-overlooked issue of excessive phone hold times, focusing on improving the overall passenger experience and addressing the underlying causes of prolonged waits.