As an update... 2 hours and 17 minutes on hold and an agent was able to find the ticket. She also cannot create the value because "It was an unflown one-way ticket and those don't have any value". I questioned that and she agreed that it sounded wrong. She now has to wait for 1h50m to speak to another department and wants to keep me on hold for that period of time because they do not do call backs or emails concerning the resolution. Shambles, this.