I bumped into an HA cust service rep (counter) today at a zippys and she said that as of monday, 70% of the call volume is handled by the Hawaii call center and 30% is handled by the PI call center. This is why you are experiencing longer hold times. They are working their bugs out during the transition period and as soon as they do that, they will begin transferring a certain percent every week or so over to the PI side til 100% is done.

so guys, that sweet girl on the other end might actually be on the other side of the world already.

Incidentally, the agent I talked to is ashamed of it. She says "were supposed to be a local company, this is just a cheap money saving move and it makes us no better than Go"

Shes right, to a point.