I’ve had a couple times where I needed to cancel or change an early morning flight and with their call centre closed I ended up doing it 5 min before take off. So the extra time makes sense. Either way it’s a global business so the timezone shouldn’t matter. It was unclear when it started but they said July, then said midnight PST now. Either way, two hour closed window then working to eliminate that and integrate call centres is a plus.

They also told me AE agents could now process upgrade requests. Which is just a nice to have, but it was silly doing a booking or change with AE then needing to go to the main call centre or online for the upgrade.