American Airlines Disputes Customer Service Report

American Airlines issued a statement disagreeing with a StellaService survey that put AA hold times in last place during Hurricane Irene. During the eight calls placed by the survey team, the average hold time they experienced was 1 hour and 32 minutes, while American Airlines says its internal metrics showed an average hold time of 21 minutes. Said the company, "We disagree with the findings of the study. We believe it is highly inaccurate and based on an insufficient sample size -- eight calls and 12 tweets on average -- that skewed results and does not represent reality."
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