For me, this is not an issue of protectionist grubbing - it's a matter of practicality.

If the elite hotlines were to become diluted into just another general reservations/service line for anyone to dial into, elites would rant and rave to have their own, once again.

But if the elites themselves are unwilling to, or incapable of, maintaining the integrity of their program benefits, at what point do the airlines declare that it's just a cost ineffective or impractical perk to offer?

Further, on the matter of practicality, I, for one, do not want to be stuck on permahold when there's a slew of cancellations or delays, and I want to get as quickly connected as possible to a live agent who knows s/he's there to provide enhanced service in getting me re-routed, whether that's to make a meeting, not have to sit in a lounge for 6 hours, avoid a bus or train ride, or to get home to loved ones.

Again, the next guy waiting in line to get re-routed in the midst of mass irregularities or to get on a standby flight, or on hold to get an upgraded seat, might just be you.

[This message has been edited by FQTV (edited 07-17-2000).]