I've had AC do it a few times in the past... glad to hear it still happens! Concierges of course, reso a couple times in my recollection in my experience. Of course, I rarely called the reso or concierge, opting to try to do everything self-serve. Even ignorantly booking 5 separate PNRs for YVR-YYJ EYW turns and paying airport fees, rather than book on to one PNR.

Had this experience with Delta and UA too; in two cases not a call back but even calls to let me know confirm the status of a PNR change after it had been done already.

I've never thought to write in a compliment on this, only because I think it's expected, but I suppose if it's an improvement then it should be reinforced.

Actually, CC should remember a recent time he was on speakerphone, he was on hold with AC SE reso, the hold music died and a CSR answered, and we were both reasonably certain she could hear his request but chose to feign a "Hello? Hello?" response. The hellos were too perfectly timed between CC's talking. CallerID should have had the agent call back to ask what the request was. It was also an unusually long hold time for SE, but better to draw a fresh agent who wants to help than one who would rather run away.

Even better would be some asymmetric method of communicating. I guess twitter is becoming that method.