I had been on the phone for 64 minutes, trying to upfare an EYW itinerary (i.e. a complicated one) to business class from Flex.

She had finally come back with the correct quote ($244 CAD each for 6 segments, one of which is YYZ-SFO, so totally worth it).

Then the call dropped.

I almost started crying (the rates desk had been having issues, hence why it took 64 minutes).

Then my phone rang. Caller id showed Air Canada. She had called me back.

I've heard Delta does this all the time, but I've had a bunch of calls drop when speaking with AC, and they've never done it before. In fact, I've talked to various people (all SE, if that makes a difference), and they've never had a callback from reservations.

So was this just the most amazing agent ever, or could this be the start of a new policy?

It would actually be a good policy, because I was literally at the "here's my credit card number stage", so she only need a couple more minutes to finish, but a new agent would have taken significantly longer. This helped reduce call volumes.

She's going to be the first phone agent I ever write in about.