The already not known for being similar to Speedy Gonzalez airline phone lines were put to the test during Hurricane Irene when travelers tried to reschedule canceled flights en masse. The call centers were also put to the test by STELLAService, which “mystery shopped” the airlines’ customer service lines to see which had the shortest hold times. American Airlines came in dead last, beating out the second-to-last place Delta by almost an hour.

Something to think about the next time you pick a carrier. Which airline would I most like to be flying in the event of disaster? The one with a response time under 10 minutes, or the one with a hold time as long as a feature-length movie?

Help Me Customer Service…Hurricane Irene Damaged My Travel Plans [STELLA Blog]

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