On a somewhat related subject, when I called the Plat line today I notice the annoying robot lady no longer insisted to spill out the cheerful program change information to waste your time. Instead after just the short mentioning about you should visit the websites to find out more details, the robot then started asking what you need to do on this call - a much improvement despite it still took like 15 min before a human picked up the call.
I got a rep at a call center in Mexico City - now this is a new one. He knows the Travel Package though, even informed me I was only eligible for 7 nights cert, and that Aeroplan would take 7 to 10 business days to see the miles. So he is well-trained if Mexico City call center is new (at least for me - my last several calls were all US-based, including those made these past Sunday.)