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.
Just applied an RUC on Tuesday, used iMessage in the app and was done in 30 minutes.
First agent had to transfer me.
No annoying hold music.
I've had plenty of RUC's applied by phone and wasn't re-ticketed until I had to at the airport or by phone on day of departure. Their automated reticketing algorithm is sketchy at best, if it even exists.