Well, I called to book an award the morning of the first blizzard in the NE (the one where Boston got hammered but NYC overpredicted); I waited 7 minutes. Called again the following morning; got thru immediately. I don't think there's anything today that's 10x worse than that, right?

[edit] the agent during that incident did say she was volunteering to overtime to help the situation. Maybe that made the difference.

It seems more likely they're short staffed today for some reason. I believe the call center is based in Dallas. But weather there seems fine, at least for today.