I was on the phone with them for close to an hour the other day just trying to book a flight. The website wasn't working for me and then they had a big problem with it as well. It wasn't a special request or anything, just booking a WGA fare with points. If that can take an hour, any call can take a long time. Most of the time I was on hold. I was actually on hold for about 45 minutes, it was crazy.