From an incident two weeks ago, it took 2 hours to cancel a reservation over the phone that I previously made online, thinking I was charged $241.70 when the actual charge was $425. I assume the reason why it took a VX agent 30 minutes to go check something over the phone and then another 30 minutes again was that the VX agent was dealing with requests where each request had to be approved/denied by the VX agent's supervisor. The VX agent on the phone has no ability to solve those problems on his/her own.