It's been in place for a couple months at least. Anecdotally, it seems to me that before you had a good chance to get someone on the line immediately when you called. Now there is always a 5-10 minute hold time. But the call back feature works nicely so I don't really mind. Occasionally it's useful to be able to make a reservation immediately...say you're reworking your travel plans on the fly and waiting even 5 minutes makes it difficult to finalize. Perhaps this is an opportunity to add a special number for a-list?