Wow. So IAG can staff call centres to avoid wait times, even for a non-status line.

In total it took me 2.5 mins of a call to navigate IVR menu, speak to agent and for them to action a refund on a booking (MAD-LCY flight cancellation and I didn't like alternative of LHR). On a good day I'd just be getting out of the BA GGL hold music / data protection messages (though staff on that line are great to deal with)

Sr. Cruz could learn something from his countrymen...