Airlines Customer Service

Those of us that travel on points have to communicate with airlines more often than the average person. The reasons can vary, whether it's because of something unexpected–like a canceled flight–or to change or cancel an award because we found something better. Regardless of the reason, we all want to get a hold of someone quickly and to resolve the issue efficiently. Phone calls can still be an effective method with many airlines, but it's not the only one. Nor is it the most efficient in certain cases. Thankfully, we have a few different options. In this post, we cover some alternative methods for contacting airlines customer service.

Alternative Methods for Contacting Customer Service

Depending on how complicated your issue is, a phone call could still be your best bet. But for simpler matters, there are a number of other options that don't involve dialing on your phone. Let's take a look at some of these options.

X / Twitter

Direct messages via X (fka Twitter) can be very effective depending on the airline. For example, American Airlines' team on X is prompt in their responses and efficient with their solutions. Recently, I received a travel alert for my American Airlines flight due to weather in Florida. According to American's app, I was eligible to change my flight for free, but the app wouldn't let me do it. Rather than calling, I reached out via X and in about 25 minutes, a rep replied with a flight option asking me to confirm the change.

JetBlue's team is also quite helpful via X (though their response time is usually slower than American's). United also helps customers via direct messages on X, but even slower than JetBlue.

When using X, you won't have the real-time dialogue you have with a rep on the phone. But if you don't need an instant response, you can still have your issue addressed in less than an hour (at least with American) in most cases without ever having to dial the phone.

Airlines Customer Service via Website or App

Some airlines offer the ability to chat with a representative through their website or app. This is similar to chatting with Amex reps through Amex's website.

Delta offers a webchat feature that can be quite helpful. You do start off with a virtual assistant, but once you select the category with which you need help and answer a couple of other questions, you do get to interact with a human being on the other side who can help you.

Lufthansa also has a helpful webchat feature through which you can chat with a real human being.

One downside to these chat functions is that they typically do not save a history of the conversation. So if you expect to have to refer back to anything you've discussed with the rep, then we recommend taking notes or even screenshots along the way.

Other airlines with helpful chat functions on their website or app include JetBlue, American Airlines, and United. But beware: some other airlines, like Air Canada, seem to offer a chat function, but turns out it's just a bot and you have no way of reaching a human being.

WhatsApp or Texting

Exchanging SMS text messages or messaging via WhatsApp is another viable option depending on the airline. Alaska Airlines agents can be quite helpful over text messages. You can get a hold of them by texting “ALASKA” to 82008.

Meanwhile, KLM claims to have been the first airline to offer assistance via WhatsApp, so that could be a good option for contacting the Dutch flag carrier.

Sadly, Virgin Atlantic discontinued WhatsApp and SMS-based service options in 2022.

Airlines Customer Service via Email

If you're not in a hurry but still don't want to spend time waiting on the phone, consider using good old email–perhaps the snail mail of online communications. This method can also be an effective tool. Turkish Airlines comes to mind here as an example.

Turkish Airlines offers a separate email address for each physical sales office it has throughout the US (which is does not correlate with all of its US destinations). To find the email address, you can go to this page, then select United States, the closest city to you, and “Sales Office”. The email addresses all follow the same format of “[airport code]sales@thy.com”. So if you're emailing the sales office at Washington-Dulles, it would be IADsales@thy.com. The sales office handles any ticketing-related inquiries, whether for cash or award bookings.

All email addresses are directed to the same inbox on the back end, so it doesn't matter which sales office you direct your email to. As we learned from one of Turkish's managers, the way to get the fastest response is to include as much information as possible about your reservation while also making your request crystal clear. The goal should be to minimize the need for the rep to ask you any follow-up questions.

General Tips for Communicating with Airline Reps

Here are a few basic tips for contacting any customer service rep that should hopefully be obvious to everyone. The Golden Rule is first and foremost. Treat others like you wish to be treated. Starting off a chat or call by simply asking how the representative's day is going can set the tone for the whole conversation.

If you're ever prompted to provide your loyalty account number, do so. Some airlines, like American, save that information so that next time you call from the same number, the system recognizes you and saves you one step towards reaching an agent.

If you do end up on the phone, avoid calling while on the move. The last thing you want is being close to a resolution and have your call drop.

Airline Customer Service: ToP Thoughts

Contacting airline customer service doesn't have to be time consuming. A lot of the methods we discussed here let you get help for an issue while still going about your day, instead of having to sit on hold for hours on the phone.

What is your go-to method of contacting an airline? Share your thoughts in our Facebook group!