Onholdwith.com, a (American) website that collects tweets complaining about waiting time, has released the annual report 'The Top 10 Worst Hold Time Offenders of 2022'.
This year, airlines took the top three spots and accounted for seven of the top ten drivers of wait time, as measured by the number of customer complaints on Twitter.
Delta Airlines leads the onhold list. It is the second time that the company is number 1 (also in 2017). Southwest Airlines and American Airlines rank second and third, respectively. Overall, airlines accounted for 35% of all tweets mentioning wait time. Financial services accounted for 24% of companies that received tweets complaining about their wait times, making them the most common industry to experience long wait times. Telecommunications services accounted for 16% of tweets complaining about wait times.
#OnHoldWith was launched in 2011 by Fonolo, a call-back solution provider. According to the company, many airlines have failed to set up a crisis plan. Contact centers shouldn't view callbacks as a simple add-on. Instead, they should consider how this tool fits into their customer experience strategy, the company said.
View the full list here. (PRNewswire)
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