You mention something that I think is key to the call length and volume. There are lots of new EXP's that have the agents do all their searches for the. eg. is there award space on this day, then the next, and the next etc.(not to mention the time for complaints because there arent 5 first class seats available to Hawaii at Christmas, etc .. We had many calls to the EXP line in the last quarter of 2024 when we were reviewing award options for January. In all cases, we had put our desired awards on hold, and then called the EXP line, which made the calls very short including when we needed miles to be added back to accounts to allow for new awards, or when records needed to be bi or trifurcated based on where miles were coming from. Our interactions were really good and each agent mentioned that they much prefer to work with those that understood the system and are prepared, what a surprise.. .