American Airlines Disputes Survey Saying It Had Crappiest Call Wait Times During Irene

American Airlines Disputes Survey Saying It Had Crappiest Call Wait Times During Irene

American Airlines issued a statement disagreeing with a STELLAservice survey that placed its average customer service hold times in last place during Hurricane Irene. During the eight calls placed by the survey team, the average hold time they experienced was 1hr and 32 minutes, while American Airlines say their internal metrics showed an average hold time of 21 minutes. [More]