Virtually every airline’s social media account is overflowing with stories of hourslong waits to speak to someone - even on relatively normal days. Over the past few months, customers around the world have been lamenting call wait times and, more broadly, the process of rebooking canceled flights. “I’ve never had to be on hold that long for any customer service in my life,” she said. “They should have more customer service representatives on standby to handle the influx of calls,” she said. Indeed, Southwest reported a $446 million profit in the third quarter, thanks in part to $763 million in government support. “A massive airline like Southwest is making money hand over fist,” said Ms. (Both calls were dropped.) His wife, Carissa, said she was also infuriated by losing hours trying to reach someone on the phone to explain why, a month later, they have yet to get their $1,600 refund. It was that he only learned about it from another passenger after an agent checked their bags, and that his wife had wasted a total of 90 minutes on two calls trying to rebook their flights. What made him angry, he said, was not the cancellation per se. Maness’s flight was one of around 2,000 the airline canceled that weekend. That’s the only way his 7-year-old daughter would make it to Boo Bash, Disney World’s $159-a-person Halloween event, the following night. 9, Tyler Reece Maness realized that his best option was to drive 18 hours from Oklahoma City to Orlando, Fla. After Southwest Airlines canceled his family’s flight on Oct.
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