When should you reach out to your airline?

With Memorial Day weekend marking some of the busiest travel days at U.S. airports since before the pandemic, it's evident that travelers and airlines are bracing for a hectic summer of travel.

Simultaneously, airports are still facing staffing shortages, resulting in longer security lines and challenges in obtaining desired food options in terminals or lounges.

Along with the crowds, you might also face flight delays and cancellations due to weather, operational issues, or changes in travel plans.

When these situations arise, you might feel tempted to call your airline right away. However, there are alternative steps you can take that could provide a quicker and more effective solution.

Before you dial your airline, take a moment to read this.

Urgent matters are prioritized first

As customer service departments have limited resources, airlines urge customers to focus on those with pressing needs, especially during periods when numerous flights are being canceled due to weather or technical issues — reminiscent of Southwest's operational failure in December 2022.

If your travel isn't within the next few days, please try to remain patient.

By holding off on calling your airline and allowing room for more urgent requests, you actually boost your chances of receiving a refund to your original payment method. If an airline cancels a flight (for any reason) or there’s a major schedule change, you are entitled to a full refund.

Online tools are quicker and more convenient

Since you can adjust your flight online or through the airline’s app, there’s often no need to call them for rescheduling or ticket refunds. Before making a call, ensure you’ve tried to resolve issues through the "manage my reservation" section on the airline’s website.

As online services are favored, most major airlines provide clear instructions on their websites for easily making changes or cancellations via their websites or apps.

Additionally, TPG offers detailed guides for changing flights with specific airlines:

• How to modify or cancel an American Airlines flight
• How to modify or cancel a Delta Air Lines flight
• How to modify or cancel a United Airlines flight
• How to modify or cancel a Spirit Airlines flight
• How to modify or cancel a Southwest Airlines flight
• How to modify or cancel a Hawaiian Airlines flight
• How to modify or cancel a JetBlue flight

In the past, travelers could utilize social media, particularly Twitter, to contact airline customer service. However, as of May 2023, some airlines — including Air France and KLM — have discontinued customer service support through this platform, now directing customers to other options.

In summary

If you encounter any issues with your travel plans this summer, try troubleshooting using the methods mentioned above before attempting to contact an airline by phone.

Consider the timing of your situation when seeking assistance. If you have travel plans in the next few days, it may be wiser to call and resolve your issue sooner rather than later.

If your change is well in advance of your flight, it’s beneficial to wait — particularly if you’re seeking a refund. Also, check if you can make changes online to your itinerary.

Above all, patience is key. Not only will it improve your chances of securing a refund, but it will also help keep phone lines open for those with urgent concerns.

Zach Griff previously contributed to this report.