Originally Posted by atldlff

I have had to call several times in the last two weeks and despite the recording indicating there might be a wait, my call was immediately answered.



Glad to hear the virtual hold feature works great!

There are several major improvements that will be rolled out soon including a new IVR system, including my favorite feature: If you are calling from a phone number that is listed in your profile, the system will automatically recognize you and will no longer ask for your SkyMiles # and PIN but will automatically route your call based on your profile. I think this will be a HUGE improvement.