Was advised of a 1h40m wait last night (Sunday) around 10pm ET. No offer of a callback.
Actual hold time was closer to 2 hours.
I had a 2-passenger reservation and I needed to (a) divide the PNR (can't do online), and (b) drop a segment for one passenger (can't change r/t into a o/w online). Definitely frustrating. Also not something I would have trusted a chat agent to do properly.