Long, long hold time. Super Elite, called too make a change on a Latitude Flight Pass flight that had been upgraded so I was told I had to call in. About 10 min to connect, agent told me to hold a few minutes while change was done. After 1 1/2 hours on hold with no comments or working on it etc I hung up. Fortunately I was able cancel my flight on the app rebook and reupgrade on flightpass app in about 3 minutes.
previous time with same situation I couldn't do in the app and agent had to call helpdesk and it took 30 min. On that call they came back on the line with apologies and updates every now and again.