Question for the gurus...

Often when I am changing a ticket via the phone, the agent puts me on hold to have the rate desk look at the pricing. Other times, the agent doesn't have to go to the rate desk.

I would think it depends on the complexity of the ticket. But now, for example, I am on hold with an agent regarding a ticket. Yesterday, I called about the same ticket, and the agent was able to quote a fare without consultation.

Thoughts?