Hold times lately have been unacceptable, based upon my anecdotal experience. And the thing is, prolonged hold times cost the company money, as well as frustrate the customer. So, it's lose-lose. Makes no sense at all.
Until the day comes that you can do everything on the web -- which is still far away -- the call operation needs some work.
And I'm a big Delta fan. Hate to think what someone more ambivalent toward the carrier would think.