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Seriously, where was the disaster. reading the forums (google search) long hold times to Customer Relations seem the norm. Where is the LUV?
Here are just a short list of gripes I have assembeled while waiting..
Always some new policies each May about how they don't do that any more.
-no longer rebook after missing a flight *May 2016
-no longer refund a refundable ticket after rebooking *May 2017
this carrier is just as heartless at the others now. RR customer since 2000 - Frequent A-list member. perpetually disapointed since they changed the RR policy to a points system.
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Back on hold: more time to rant. Speaking with Agent now 1 hour 22 minutes on hold seriously a customer service problem. This is to get a refund on a fully refundable fair for a flight that was cancelled.
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Sadly, very long hold times due to "higher than expected call volume" are pretty much the norm these days.