$AAL Customer Service: Customer on Hold 4 Hours

Business Insider headline: An American Airlines passenger drove to Denver airport to rebook his seats after the airline’s customer-service center left him on hold for nearly 4 hours


An American Airlines passenger who spent nearly four hours on hold with the airline’s customer-service center grew so frustrated he drove 45 minutes to the airport to rebook his seats at the ticket counter.

Brain Driver, a radio station manager, needed to rebook his flight home after a business trip to Denver ended early, The Wall Street Journal reported. He said he initially tried to switch his flight using the airline’s mobile service and website but was unable to do so.

He then called the airline’s customer service center and was given a callback time of eight hours, according to The Journal. Eventually, he spoke to an agent via the airline’s chat platform — but experienced further difficulty choosing his seats, according to the publication.