I got through yesterday morning on the normal gold number, as I wanted a refund not voucher for a cancelled flight to Nairobi tomorrow. Followed the normal menu prompts and was talking to someone in well under 5 minutes. It was the return leg of an NBO LHR NBO ticket nested in an LHR NBO LHR ticket, and was priced in US$. It’s gone to ticketing to calculate the refund due... I fear it’ll be a lot less than half the fare paid, but let’s see! Once I’m within 72 hours of the NBO LHR leg of the original booking I’ll call again...