took me about 2 hours to reach someone at US, i had 2 awards bookings in Intl F that I needed to confirm by midnight. I had 4 phones (including one skype) and kept calling back whenever i heard the "Due to high call volume" message. I finally got 2 lines that told me it would a 30 minutes wait... one never got through and after an hour wait i hanged up. the other one was picked up after 22 minutes. Great agent, that confirmed my tickets and took my CC #.

But she also told me that everyone answering the phone at US had been called back to work even if it were their day off, and that they were scheduled for 16 hours shift. So they are trying the best they can! Its just that with so many flights cancelled they are completely overwhelmed.