A few other notes to airlines...related to phone support...

(1) If I'm calling you today from my own cell phone, and I'm boarding one of your flights today, you can assume I that I want to talk about that flight. Don't ask me for flight numbers, PNR's, frequent flier numbers, or other data. The very fact that I'm on the phone at all means I'm probably in an airport, or on my way to an airport, and I'm for some reason concerned about my immediate travels.

(Credit to United: they mostly understand this, with minor imperfections...and it's easy to drop into more general options if you really don't want to talk about today's flight.)

(2) If you transfer me from one phone agent to another, transfer my information as well. I don't mind having to re-explain my situation a little bit but don't ask me for basic information a 2nd time.

(3) Install callback systems when there's a hold time of longer than 5 minutes. Even Hertz has this, and the rental car industry is generally known for horrific customer service. Usually when I'm calling an airline, so is everybody else because we're all impacted by the same irrops. Callbacks would make things much easier on everyone.