Three months back, to arrange for a tour with CX Holidays, I spent more than 4 hours in total over 7 phone calls listening to that infuriating "I can fly..." music. My longest wait was 1 hour 20 minutes!

Being a process re-engineering consultant myself, I've personally written to Tony Tyler giving no less than half a dozen suggestions on how to shorten waiting time. Far from using my letter as a rage-venting tool (and believe me, anyone would've been in rage-venting mood after waiting for more than 4 hours) my letter was polite, objective and proactive.

Unfortunately, CX has no courtesy to even send back a reply...