Sounds like you may have been routed to the Indian call centre. I was on the phone to them last week about something and it came up in conversation that they do not have as many permissions and as much access to certain parts of the EK system as the Dubai call centre. Once you've called enough you'll know by the ring tone where your call is going. I often hang up and dial again if I know my call is going to India and I have anything other than a straightforward request.