Took 25 minutes for the gold line to answer yesterday afternoon (flight to SFO was delayed). And the agent was pretty inept.
Question: Later, I called back and got the "Due to the high volume of calls" prompt to press 1 for a call back ("you won't lose your place in line"). I did that on 2 consecutive calls, was not prompted for a phone number, and it continued to play the standard "the 1st available agent..." message, and I never got a call back.
So I'm assuming it was not recognizing my request for a call back. What should have happened?