I have previously complained about this problem and it sounds like it has just gotten worse.

It makes me sad because for many years WN had the best customer service of any airline. I still meet exceptional employees in all areas. However this is one place where management does not seem to care which IMO shows incredibly bad judgment as most of the people calling are your best customers (ones trying to extend RR awards) and you are basically telling them you care so little that you will make them wait an hour for service or simply not take the call with a busy signal.

At least there is no ICC ... yet.