Stop wasting time in airport queues – here’s how to get rebooked fast
There’s nothing worse than having your flight cancelled when you’re already at the airport, bags packed and holiday plans in motion. As your stress mounts and you frantically try to get through to customer service, watching other passengers push past you in endless queues, your emotions might take over. The natural instinct is to panic and keep redialling that busy customer service number, sitting on hold for hours while other passengers somehow seem to be getting sorted faster.
But one customer service expert is revealing there’s a much better way to get the support you need. Anna Bielikova, Chief Operations Officer at Simply Contact, a multilingual contact centre provider specialising in travel and airline support, has seen the chaos from behind the scenes. Her team handles countless customer requests annually for major airlines, giving her unique insight into how support systems really work – and more importantly, how to beat them.
“Most passengers make the same mistakes when their flights get cancelled,” explains Anna. “They call the busiest phone lines, sit on hold for hours, and wonder why they’re getting nowhere. But there are much smarter ways to get the help you need.”
Anna’s team handles millions of customer requests annually for major airlines, giving her unique insight into how support systems really work – and more importantly, how to beat them.
Why Airlines Leave You Hanging
When flights get cancelled, customer service systems buckle under pressure. Airlines see call volumes spike dramatically during major disruptions, but their staffing levels are designed for normal operations, not crisis management.
“During mass cancellations, airlines can see call volumes increase by 300% or more within hours,” says Anna. “Even with the best planning, it’s impossible to have enough staff on standby for every potential disruption. The systems just weren’t built to handle that sudden surge.”
The result? You’re competing with thousands of other frustrated travellers for the same overwhelmed agents.
Smart Hacks to Beat the System
Anna offers five tips on how to circumnavigate difficult airport customer support systems.
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Skip the Phone, Use Apps and Social Media First
Your airline’s mobile app and social media channels are goldmines that most passengers ignore. These platforms often have shorter queues than phone lines because fewer people think to use them.
“We see response times on airline apps that are 60% faster than phone support during peak periods,” Anna reveals. “Social media teams also have more flexibility to solve problems quickly, and they hate public complaints.”
Try Twitter DMs or Facebook Messenger first. These teams want to resolve issues fast before they become public relations disasters.
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Head to Partner Airline Desks
Here’s a trick most travellers never consider: if your airline’s desk has a massive queue, walk over to their partner airlines instead. A lot of airlines share booking systems and can help with rebookings.
“If you’re flying British Airways and their desk is packed, try checking with American Airlines or Qantas,” suggests Anna. “They’re all in the same alliance and can often help faster than waiting in your original queue.”
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Call International Customer Service Lines
While UK lines are jammed, international customer service centres might be quieter. Try calling your airline’s US, Canadian, or Asian support numbers, as they access the same booking systems but with shorter wait times.
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Use Magic Phrases That Trigger Escalation
Not all customer requests are equal. Certain phrases immediately flag your case for priority handling.
“Say ‘I need rebooking options, not a refund’ right away,” Anna advises. “This tells the system you’re looking for a quick resolution, not a lengthy refund process. Also try ‘I have onward connections’, even if you don’t. This gets you flagged as a complex case needing senior agent attention.”
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Tap Into Hidden Support Services
Your travel insurance helpline and credit card concierge services can often rebook flights faster than the airline itself. These services have direct airline contacts and aren’t dealing with the same volume of calls.
“Premium credit cards often have dedicated travel desks that can work miracles,” says Anna. “They have relationships with airlines that regular customers don’t access.”
Anna Bielikova, Chief Operations Officer at Simply Contact, commented: “Airlines use sophisticated triage systems that most passengers don’t understand. Calls are ranked by passenger status, ticket price, and problem complexity. If you sound like you just want to vent, you’ll get shuffled to the back of the queue. But if you’re clear about needing specific solutions, you jump ahead.
“The biggest mistake people make is calling during peak hours, which are between 8am and 6pm when everyone else is calling. Try early morning or late evening instead, if it’s not urgent. And never rely solely on airport staff during major disruptions. They’re dealing with hundreds of people face-to-face while phone and digital teams might be less overwhelmed.
“Whatever you do, don’t shout or get aggressive. I’ve seen our systems flag difficult customers, and once you’re marked as problematic, every future interaction becomes harder. Stay calm, be specific about what you need, and always have your booking reference ready. The agents want to help you, so make their job easier and they’ll make yours easier too.”