I called the DM line yesterday at about 2 pm (Central time) and after taking my FF number and recognizing me, the system offered me a callback in eleven hours. I opted to hold to see how bad it would really be and an agent came on the line in about 20 minutes. Then I spent a lot of time on hold while the agent went back and forth with a supervisor or something in order to achieve what should have been a very simple process that I couldn't do online (fully refunding a ticket within 24 hours); it was an award ticket with a RUC upgrade and I wanted to make sure I got the RUC back.