Yesterday and last night, I had to call the PLT line a few times to finalize a booking. Each time, after the selction of domestic reservations, it went straight through to an agent.

Though I have to say, the overall answering experience was no different than through the IVR considering the fact that most of the time, the agent never is able to see any details of my account or active reservations anyway.

Side note - Why do some agents think that you've asked them to move mountains when you tell them that you have neither your locator nor flight number to retrieve your reservation? I'm sure they have to realize that it's not like we carry this information everywhere with us.