Back to my soap box a bit, but this is not new. SWA's customer relations line is always busy, this has been the case for years. I fly a lot with SW and I occasional call CR with an unresolved issue and after attempting many times and finally getting through, I had to wait a long time for the call to be answered. In all my experiences, the reps were quite rude, compared to other airlines. Yes, other airlines give you the run around on the phone as well, but at least they are polite, SWA's CSRs are just down right rude. If I was working on the other side and even if I was to have a bad day at work, at least I'd be nice to a A-List / CP customer. So sad... SWA is no different than United but just more expensive in a lot of the cases.