Called the concierge line twice last Wed for a flight issue (agent had messed up return on ticket change) within 24 hrs. Two tries to the Concierge line on hold for 15 mins each and gave up. Decided to call the SE line and got thru after 23 mins. 20 mins to get the ticket fixed.
Emailed the generic concierge email, got a response the next day after the issue was fixed.