Avoid waiting on hold: Here’s how to quickly connect with airline customer service

Travel demand surged dramatically last year, with the TSA reporting its busiest summer in 2023, followed by a record-breaking holiday season. On Nov. 26, 2023, the Sunday after Thanksgiving, 2.9 million passengers were screened in a single day, setting a new record.

When you fly, delays and cancellations are always a possibility. In 2023, about 20% of U.S. flights were delayed on average, and between 1% and 2% were canceled.

If you encounter delays or cancellations, it's important to know the best methods to contact airline customer service promptly. You don't want to be stuck in an endless cycle of hold music when you need help.

You may have tried reaching airlines through direct messages on X (formerly Twitter) in the past. However, airlines like Air France and KLM have recently stopped offering customer service via the platform and now direct customers to alternative channels. If you do use X, make sure the airline’s account is verified with a gold check, as all major U.S. airlines have this marker.

Some fraudsters post fake airline customer service numbers online to steal your credit card or flight details.

If you have a trip coming up, now’s the perfect time to learn how to skip the maze of automated phone menus and speak to a live representative who can assist you.

Helpful strategies for contacting airline customer service

While each airline’s system may vary, here are some general techniques to help you connect with customer service more efficiently.

Automated phone systems are increasingly common in customer service interactions.

Trying to bypass automated phone menus by saying 'agent' or another response can actually lengthen your wait time when calling about a specific issue.

Instead, clearly and slowly state the reason for your call so you can be directed to the correct queue more quickly.

When unsure, try saying 'existing reservation'

By telling the system you have an existing reservation, you may be routed to a customer service rep faster than if you were booking a new reservation.

Being polite and friendly can make a big difference in getting help faster.

While it’s easy to feel frustrated when trying to reach customer service, remember the agent you're speaking with isn't the one who caused your flight delay or the long hold time. Imagine being on the other end, handling a flood of calls from upset passengers as a major delay disrupts hundreds of travelers’ plans.

Most calls to airline customer service are not filled with praise. However, staying calm and courteous can significantly help in resolving your issue.

Avoid calling while you're on the move

You don’t want to lose your connection or have an agent miss key parts of your story because you're on the go. Make sure your phone has a strong signal and plenty of battery before reaching out to customer service.

If asked, provide your frequent flyer number

Being part of an airline's loyalty program can speed up your chances of reaching an agent. While it’s not always guaranteed, providing your membership number can certainly help. Some higher-tier members even have dedicated phone lines, so check your membership card for details.

Try calling the local customer service number

When dealing with an international airline, try dialing the airline’s local phone line.

For instance, use the French number for Air France or the German line for Lufthansa. These local call centers often have English-speaking agents and may connect you faster than calling a U.S.-based number, which might be more crowded.

Pro tip: Use Skype to call these international numbers to avoid expensive international phone charges, if that’s a concern for you.

How to steer clear of airline customer service scams

The best way to avoid falling for airline customer service scams is to follow the advice in this article. Only use the phone numbers listed on the airline’s official website. Scammers often try to trick you by posting fake numbers in Google search results. Never Google an airline's customer service number and dial the first result you find. Instead, go directly to the airline’s website or use the customer service number on the back of your airline credit card to ensure you’re calling the real deal.

How to reach airline customer service

Now, let’s take a look at how to contact each major U.S. carrier and get in touch with a phone agent quickly. Bookmark this page for easy access to customer service numbers from one central location.

American Airlines

Best method: Use live chat through AA's website or mobile app

Alternative method/phone number: 800-882-8880 for AAdvantage members or 800-433-7300 for non-AAdvantage customers

If you've called before, AA will recognize your number and ask about the purpose of your call. If not, state your AAdvantage number clearly to begin the process.

Once connected, say 'reservation,' followed by 'existing reservation,' and then 'travel changes.' You’ll be asked for a confirmation number. If you don’t have one, simply say, 'I don't have it.' Then, you’ll be asked if all your flights are domestic. After this, you'll be placed in the queue to speak with an agent.

American Airlines gives you an estimated hold time when it asks if you'd like a callback. If the wait is expected to be long, you can enter your phone number, and an agent will return your call within the estimated time frame.

Alternatively, you can use AA's live chat feature on their mobile app or website. If you're on a computer, go to the contact page and look for the chat icon at the bottom right.

The app also offers an automated system, but we’ve found that selecting one of the preset topics usually results in a generic response. However, if you choose 'I still need help,' you'll be placed in the queue to speak with a live agent.

I recently tested the wait times for both the live chat and phone support when asking about a flight that AA changed without explanation. Here’s what I discovered:

• AA chat: No waiting time
• Phone: Instead of waiting on hold, I chose the callback option, which estimated a 16-20 minute wait. They called me back in just 12 minutes.

A downside to using the app is that agents cannot process payment details. Depending on your issue, the phone may be your only option.

Alaska Airlines

Best method: Text 'ALASKA' to 82008 or use the online chat feature

Alternative method/phone number: 800-654-5669

When you call, an automated system will pick up. Say 'Change my reservation.' You’ll then be prompted to provide your confirmation number. If you don’t have it, simply say, 'I don’t have it,' and you’ll be transferred to an agent.

Another option is to text 'ALASKA' to 82008, and an agent will assist you through messaging or chat via the contact page. When chatting online, you’ll need to provide your name and Alaska Airlines number to enter the agent queue immediately.

I tested all three options and noted their current wait times:

• By phone: 2 minutes
• By text: 1 minute
• By online chat: 1 minute

For me, the phone option was the slowest in this test, but only by one minute. Overall, all methods provided prompt assistance.

Delta Air Lines

Best method: Use live chat through the mobile app

Alternative method/phone number: 800-323-2323 for Delta SkyMiles members, 800-221-1212 for non-SkyMiles customers

When calling, say 'existing reservation.' If you've used the number before, it will recognize your account. Otherwise, enter your SkyMiles number. To bypass automated prompts, simply don’t select any options, and you’ll be placed in the queue to speak with an agent. You can also choose to receive a callback instead of waiting on hold.

Alternatively, open the Delta app, go to the 'Contact us' option under 'More' at the bottom right of the screen. You can send a message to Delta for quick text communication. You can also chat with Delta via the help center on their website.

Here’s another quick comparison of wait times:

• Text conversation: Less than 1 minute
• Phone: The given wait time was 8 minutes, but I ended up waiting longer.

Both methods were fairly quick, but I’d personally recommend using the app. TPG editor Clint Henderson was connected to a live agent in just three and a half minutes by phone, although wait times can vary significantly.

JetBlue

Best method/phone number: 800-538-2583

Alternative method: Use online chat

When calling, press option two for reservations, then press two again to select an existing reservation. You’ll be placed in a queue with an estimated wait time.

You can also chat via the mobile app or a desktop browser. Go to the JetBlue 'Contact Us' page, scroll down, and click on 'Chat with us.' I chose 'Booking questions' and 'Fare Types,' then selected 'I still need help.' The app estimated a 10-minute wait time.

When I called JetBlue's customer service line, I was told the wait time would be about two minutes before I could speak with an agent.

• By chat: 5 minutes
• By phone: 8 minutes

In this case, I would likely choose the phone option, though wait times may vary when you call.

Southwest Airlines

Best method/phone number: 800-435-9792

Alternative method: Live chat via the Southwest app

Call the reservation number provided above, then press option two, followed by either option one or two for domestic/Puerto Rico or international flights. You'll be transferred to an agent or receive an estimated wait time.

Alternatively, you can use the Southwest app for live chat. Keep in mind that the automated chat won't immediately offer an option to talk to an agent. I typed "agent" and selected "something else," which quickly connected me to a live representative.

In my experience, calling Southwest connected me with a live agent in just two minutes and 40 seconds, while on the chat line, I was immediately connected after requesting a live representative. Neither option involved a long wait.

Spirit Airlines

Best method/phone number: 855-728-3555

Alternative method: Online chat

When calling Spirit, press option two for changes to an existing reservation, then select option two again followed by option one to enter the queue for a customer service agent. You may also be prompted to use chat on your mobile device as an alternative to waiting on hold. When I selected this option, I was quoted a 20-minute wait for an agent to chat with me.

Unfortunately, Spirit does not provide an estimated wait time on the phone. However, during my test call, I was connected to an agent after only five and a half minutes of waiting.

You can also reach Spirit through WhatsApp or via the Spirit Airlines contact page. Here's the quickest way to navigate the contact page:

• Select "Change or Cancel My Flight."
• Select "Cancel My Flight."
• Click "Yes, cancel it."
• Select "Not yet!" when asked if that solved your issue.
• Click "Speak to a representative" to be transferred to the next available agent.

This online method showed an estimated 20-minute wait time, but I was logged out of the chat for inactivity after nearly 45 minutes. On the phone, I waited 22 minutes before reaching an agent.

United Airlines

Best approach/phone number: 800-421-4655 for United MileagePlus members, 1-800-864-8331 for non-members
Alternate option: Online chat or text "UNITED" to 32050 from your mobile device

If you've called United before, their system should recognize your number. Simply say "reservations" and answer a few questions to be automatically placed in the queue for a live agent. However, the automated system did try to prevent me from reaching a human. When I called, the estimated wait time for an agent was around two minutes.

You can also reach United through the customer support page by logging into your MileagePlus account, scrolling down, and clicking "Chat now."

I was able to start a chat with a live agent almost immediately after navigating through a few automated prompts. When I called, I only waited two minutes, making both options quite efficient.

Advanced ways to get airline support

Download the DoNotPay app

This app offers a range of services beyond just travel, but one standout feature is its ability to "skip the phone queue and never wait on hold again". It will route your request to the correct airline and then connect you to an agent after the call has waited in the queue.

In the app's "Customer Service" section, it will ask you which company you're trying to contact. Simply choose the airline you're calling, and the process is automated from there.

The app will then prompt you to briefly describe your issue and ask if you'd like the airline to call you back instead of waiting on hold. DoNotPay has compiled a database of VIP and priority customer service numbers for numerous companies.

For legal purposes, if you choose to record your conversation, the app will automatically inform both parties that the call is being recorded. The app also features a human voice detection system that recognizes when a live agent answers, at which point it will ring your phone.

Try reaching out to a foreign call center

As mentioned earlier, calling a foreign call center can often get you through to an agent more quickly. You’ll need an app like Skype, Talkatone, Viber, or Google Voice to make these international calls affordable.

Some commonly used call center numbers by seasoned travelers include: Singapore (+65 6823 2095) and Hong Kong (+852 3002 1208) for British Airways, Japan (+81 3 3298 4719) for Etihad Airways, Australia (+61 02 9101 1948) for American Airlines, and Japan (+81 0570 077733) for Delta.

Be sure to add or omit the necessary leading zeros when dialing the number from the U.S.

Try calling the Spanish-language line

If you speak multiple languages, you could try reaching out to foreign-language agents at U.S. airlines. While it's not our first recommendation, these agents usually speak English too. If all else fails, pressing two for Spanish can sometimes get you through faster, especially when the English line is overwhelmed.

To sum it up

Frequent flyer elite members typically have access to exclusive phone lines, which often come with shorter wait times and potentially better customer service. Not everyone has elite status, and even those who do might face longer waits during busy periods.

Regardless of whether you're an elite member or not, airlines typically offer multiple ways to reach a customer service agent. It's always a good idea to have a backup plan, or even a third option, in case you need assistance quickly and can't get through right away.