Originally Posted by Madison Guy

This really isn't about wait times per say, but rather than starting a new thread, I'll try here. The last several times I've called in (from my registered cell phone), the system says it's looking up my account and thanks me for being "one of their most loyal flyers", so I assume it correctly ID'd me as Emerald or above. But when I request an agent, it says it will transfer me and then asks if I have an advantage account. Clearly being dumped into the regular queue. After a long wait, agent answers and after looking at the PNR I had a question on, says "Oh, you're Platinum Pro - I'll transfer you to your desk" and zaps me off to start another wait. Happily, it was a short wait this time. And the agent took care of things. Still, the last few times I've had to call in (both times to refare to a lower cost and get a trip credit - since you can't seem to do that online) this has happened. The system used to greet me by my first name, etc - now it just dumps me to the general queue. Anyone else notice issues? FWIW, I call the EXP line by default since I was for over a decade and haven't reprogrammed the speed dial. Maybe it's punishment for using the wrong number!