Originally Posted by
manacit
In 2019 I was able to apply a RUC using just iMessage with an agent - total time was probably 20 minutes.
Doing it today means getting turned away from iMessage, being told they can't processing it, and then spending 2-4 hours on the phone depending on the hold + the hold for a supervisor (which was also not necessary in 2019).
IME they have a pretty low success rate as well; I haven't bothered using any of mine recently.
Pre-COVID I rarely ever called to apply GUCs/RUCs; I always just used the Twitter team, who was able to handle them in no time. Only had to call for applying GUCs ex-LHR to pay the luxury tax, since Twitter folks couldn't take payment.
I really miss them. They were more competent than most phone agents in terms of RUCs/GUCs, and the "text message" folks that seem to have replaced the Twitter team are worse than the first automated chatbots of the late 90s and early 00s (seriously, where did DL find people
that incompetent?).