It wasn't a hopeless agent, actually - he was very cheerful and polite bloke. Just unbelievably slow systems .... at least he didn't cut me off or tell me to call back after I'd gone through all the passenger details.

Its never a good idea to call the ICC if you're in a hurry (or are paying the bill on the phone you call from!).

And that's 23 mins and 40 seconds when I had the exact dates and flight numbers I wanted already to hand!