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Aviation Blog

Need to Call an Airline? Your Hold Time Will Be Approximately One Zillion Hours – The Wall Street Journal

Challenger 604

https://www.wsj.com/articles/delta-jetblue-lufthansa-travel-delay-wait-airline-customer-service-calls-11629927162
While traveling in Bulgaria with his family in mid-August, Alex Maleev called Deutsche Lufthansa AG hoping to switch his son’s plane ticket and get him on an earlier flight back home to New York.
That simple chore, which he thought would take a few minutes by phone, turned into a three-day undertaking. A comic book illustrator, Mr. Maleev, 49, used the time to produce what he calls the Lufthansa Files. He sketched the Marvel Comics superhero Daredevil on the first day during his hourlong wait before he got disconnected. The next day, he drew another Daredevil while on hold for an hour, then hung up. On the third day’s hourlong wait, he sketched Marv from the “Sin City” comic series, and posted the drawings on Twitter.
“I can do this all day, apparently so can they,” he tweeted. “Let’s see who blinks first.”
Mr. Maleev never managed to reach anyone during those calls, he said, and eventually rebooked the flight by calling Lufthansa’s local office in Bulgaria.
Lufthansa said the wait times are due to high travel demand, complex booking requests and continuously changing travel regulations. “We are doing our utmost to increase our capacities to meet the demand,” said spokeswoman Christina Semmel.
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