Although I agree that there might be a longer wait when calling res, I think the memo was mainly addressing the wait when calling the employee call-centre. Most of the agents have been re-assigned to deal with the schedule changes, so as to minimize the work load at the regular centres and keep hold times to a minimum. The employee call-centre routinely handles regular customer calls when main call-centres are busy.

If I remember correctly, there are close to 1 million reservations that have to be checked and/or actioned due to the schedule changes.

I guess the goal is to make the changes seem as seamless as possible. I wasn't in this business when other mergers were happening, but hopefully we've learned something from them.

All I know, is that come April 2nd, we'll be bustin' our butts until some of the new-hires come online (I'm in the U.S.).
Nothing like a little challenge to get the summer season rollin'.

Have a great day BB!