Originally Posted by bse118

There's a website for that.

There are many many more people that have already purchased tickets for the very near term (next days and weeks), that want and need to get those tickets cancelled, rebooked, or refunded before they lose that money; than there are people that need to purchase tickets immediately.

There are people that need to get home from Europe before most flights are shut down.

Those are the people that need to get through to AA right now. Those are the people that are waiting to call does a favor for.