Had no problem getting through on the Aeroplan Prestige line at 9pm Mtn time to request my J-Class award certificates before the "price" went up last night (August 31st), and only find ocassional problems during peak daytime hours. Never had a problem when I was Elite at any hour of the day.

Canadian Gold line is also quickly answered in Canada, but delays are intollerable when calling in the US. I now just use "Canada Calling" number to get through to a Canadian operator, then pay for the local non-toll number in Toronto or Vancouver. (Toll-free numbers can't be called this way.) I also use this method for reaching Canadian and Air Canada when I'm outside North America, figuring a confirmed upgrade is worth a dollar or two in long distance charges. (And a few more miles!)

No longer elite on NW, but I can say I've still had no problem getting through on the general line to make award or upgrade bookings except at peak sale times, and even then the wait has been about 10-minutes maximum with music and regular acknowledgement that I am in cue.

Hilton HHonors on their old toll number was always answered promptly, and I've been dealt with quickly since the agents knew I was paying for the call. Haven't tried the new toll-free number yet, since I find email best for handling account queries. Sheraton and Westin are other hotel chains offering prompt award program responses with lines that are seldom busy, though I've always used a Gold toll-free number. Starwood has given the same quick response.