The two times I had to call recently because SEA was in meltdown and my flights were going pear-shaped, I got through right away. Great service both times.

I have noticed some longer times on partner award booking calls where I had to select a callback. But those aren't typically time-critical so I don't mind so much. Quite frankly I would prefer they prioritize people who have immediate problems, because some other day I will be that person.

I think the AS folks on here have mentioned they want to add some call center staff. Sounds like a good idea.