Just wondering if anyone has information on what agents take calls for award bookings at different times of the day - and share your experiences?

In the past year or two, I've found calling M-F at around 7am PST I get agents in India when I press 1 (for new bookings), and I get London agents when I press 2 (for cancellations, etc.).

When I called to make a booking this morning, option 1 had a busy signal for over a 1/2 hour, so I selected option 2 and a London agent (a lovely gal I've had a few times) answered within 5 mins and had my booking done within 5 mins. I think this is good to know for anyone that may have difficulty reaching the new bookings line, or may be frustrated with the agents in India (they still all seem to be very new, and they often don't know about the fee waiver, and take a verrrreee long time to complete the booking).

I recall that previous award bookings I made back in 2012/2013 were handled by agents in Jacksonville, FL - but I remember reading they closed down the call centre in 2013 - which would explain why I only ever seem to reach India or London...

Anyone ever get German agents? I hear they have a call centre there, too...

Edit: Appears as though the England call centre is not in London, but 2 located in Manchester and Newcastle...