Some airlines make customer service a priority. Allegiant Air is not one of those airlines.
But in a conference call on Wednesday to discuss fourth-quarter results -- Allegiant announced a full-year profit of $86.7 million -- CEO Maury Gallagher admitted his airline could do a better job of answering telephone calls. "We don't answer calls as fast as we would like," he said.
Of course, there's a reason that hold times are long. Allegiant runs a lean operation, in part so it can keep fares low. Phone operators cost a lot of money. Ideally, as I wrote here last year, Allegiant would prefer travelers have no contact with their employees until just before boarding begins.
But Gallagher promised that Allegiant would spend 2015 getting a bit faster on the phones. Not too fast. But better than it has been.
"Southwest to a great job of answering the phone calls," he said, "but I'm not sure I want to be quite that good."
Have you ever waited on hold with Allegiant? How long did it take?