Not only are hold times out of whack, but their estimates are too. I need to have an agent reissue a ticket after a reservation change. Called this morning, was told 5-10 minute wait, and hung up after 50 minutes on hold. I've now switched to their text option since this is relatively simple, and that interface is giving me a 30-60 minute wait. Any ideas as to what can be causing such long hold times? Last time I faced a wait like this, was when COVID lockdowns came around in March 2020.

EDIT: Connected to a chat agent after 45 minutes using Apple's Message for Business. They addressed the ticket issue and a residual travel credit issue right away. I am very impressed by the experience and will probably use the chat option more often in the future. My original point still holds...these are some crazy wait times for a Platinum -- either voice or chat.