Had to call in four times, for two separate IROPS issues last week. Two calls were from Heathrow, which would have been middle of the night at the call center and the other two from Toronto at 2pm.

All four calls took nearly 20mins to get an answer (shortest 16mins, longest 22mins). Yes, I chose the "I'm traveling today" option. I don't use it a lot but pretty sure this is getting worse. Earlier this year I seem to remember almost an immediate answer.

Normal? Just my recent luck? Or maybe they are already staffed for the upcoming 2017 SE cull?