I have a schedule change on a future reservation. I just want to get the record cleaned up so it is not flagged anymore. Since 3 segments were affected, the automated system sent me to an agent.

I thought the first agent was odd, but it seemed to go mostly ok. When she was done, I waited, she disconnected, and I went to the survey. Unfortunately, I found out after I hung up that she never cleaned up record, so I have now called back to try again.

This agent knew better what he was doing and cleaned up the record quickly. However, I am now waiting for him to hang up the phone and he has not. I am watching the time on my phone and it has been at least 8 minutes. I did not even start watching right away. After a minute or so, he kept asking, "Passenger are you there? I cannot hear you." Frankly, I already put the phone on mute and it is not my job to disconnect the telephone, it is his. Oh great, after another 5 minutes, he is asking again if I am still on the line?

So if we finished the conversation, the record was cleaned up, and he had the system send me the itinerary, why isn't he hanging up, except to prevent me from taking the survey? Honestly, I was going to rate him well on the survey until this little stunt. Now we are up to a good 15 minutes. I guess it is just a battle of wills at this point.

Has anyone else had this happen? Just curious.

BillJ