AirTran Wins, Midwest Loses in Fastest Telephone Customer Service

Here’s the results of our week-long investigation into how fast it took airlines to pick up the phone.

AirTran wins, proving themselves not just lean, and cheap but an efficient airline. Midwest.. we think they’re using Wright Brothers era bicycle parts in their telephone switchboard.

You can check our math by downloading this Excel sheet with the raw data.

Previously: Time to Human thread.

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  1. My sister won’t fly airtran as she equates them with ValuJet. I’ve had only one delay on AirTran, and find them pretty simple but effective. Though don’t reschedule your tickets – OUCH.

  2. Paul D says:

    Wow!

    1024 seconds.

    That’s like…

    …17 minutes. Or something.

  3. kimberlyetris says:

    JUST A NOTE TO SAY JANUARY 7, 2006 WAS THE FIRST TIME I HAD ON TRIP ON AIR TRAN. MY PLANE WAS SCHEDULED FOR 9:59 AM DUE TO FOG IN FLORIDA WE WERE DELAYED UNTIL 9:40 PM. AFTER SPENDING ALL THAT TIME IN THE AIRPORT I HAVE NOTHING BUT GOOD THINGS TO SAY ABOUT YOUR AIRLINES. YOUR CREWS WERE CARING AND KEPT US UPDATED EVEN WHEN ALL THE OTHER AIRLINE CLOSED AND CANCELED PLANES. AIR TRAN STAYED OPEN TO GET US HOME. CAN’T SAY ENOUGHT ABOUT YOUR PEOPLE EVERYONE THERE THAT DAY WAS GREAT WILL FLY YOUR AIRLINE AGAIN. THANKS!

  4. paycurt says:

    I don’t live in North America, so when I had a problem with an Air Canada flight (2, not 1 but 2, drinks were soliied on me by flight attendants, the second time with out a sorrY), I tried to register a complaint at the airport in Vancouver, where I was stopping over for a night. Their office there cannot handle complaints, and the staff working there gave me a card with a Canadian toll-free number to call. Since I was back in Asia the next day, that did me no good.
    Their only email contact address usually yields no reply, or if a reply is sent (I’ve sent a number of emails on a number of issues, including uncredited airmiles), the content of the reply is generally “we’ll look into it” and no further correspondence is ever sent.
    So, how long does it take to get ahold of an Air Canada staff if you are outside of North America?
    Answer: eternity.
    d