I've had to call the 1K line quite a few times in the past 10 days for a ticket I'm in the middle of (lots of changes to make). I've been calling anywhere between 3 & 5am ET and the hold times are generally 20-40 minutes but today I was given 60-80 minutes. Not once have I been given the call back feature again. I'm not sure why. I had it the first time back in May as I posted above. Now it's gone. Any clue when United does and doesn't use the feature?

I've noticed calling at/after 6am results in significantly lower wait times so I usually hang up and call back then. For example, two days ago I called at 530am ET and the wait was quoted 40-50 minutes. I called back at 6am and the wait was 5-10 minutes (and it was answered in 8). This morning I called at 4am ET and the wait is 60-80 minutes.

-RM