Here's the reason why the long wait times lately....I have recently learned that the AC Pilots and family/friends have been given our "private" SE concierge desk line and now they are all clogging it up with their own needs!!! I overheard 2 pilots talking about this in the security line the other day. They are calling it "Service Plus??" and after some follow-up to the concierge they confirmed it, one even shared that lately almost 90% of the calls are now pilots and family and friends and this is stressing the phone system and forcing the intended callers...SE's like us to sit on hold or even get disconnected. Extremely unacceptable to me and i'm sure to others once this gets out. Staff, pilots etc should be on their own line, not the lines intended for paying top tier folks who have earned this and need it. I have noticed the wait times this past 2 weeks.