Originally Posted by
Mike Jacoubowsky
One of the stranger things I've noted at IAD is that, if it's your turn and you've got a situation that's going to take some time to resolve (involving a call back from someone elsewhere), the agent doesn't move on to the next person...
On the other hand recently at DCA I held the phone during a 15 minute hold while the ticket agent processed other people. It was kind of funny because when I finally got through I had to tell the phone agent that the ticket agent was busy and could she please hold.