I got a 5am text from my best friend this morning. “They canceled my flight!! WTF?” Now, normally I might be a little bit annoyed at a text this early, but since I just went through something similar a few weeks ago, I wanted to help. She got the phone call saying her flight was canceled while in line to check in, but as soon as that happened the previously fast moving line slowed to a standstill. My text advice was for her to call customer care even though she was already in line. (I’m amazed I was coherent enough to give advice at that hour.) The theory is, even if there is a long wait in the physical line and the customer care line, it gives you better odds of having your issue resolved quickly.
I have also used this strategy when flights are delayed. There have been multiple times when a delayed flight has touched down, and within about a minute I am on my phone calling airline support to find out if I can be rerouted. In the case of my friend, she got someone on the phone first, who was able to get her on the next available flight to Minneapolis. It meant she had to sit in the airport for an extra three hours, but at least she knew she would be on that flight and able to see her family today.
Readers, what usually works better for you? Calling or standing in line?