This is just another small nugget in the saga of the ICC. Without putting the blame squarely on the ICC staff (since it seems they may lack necessary training), I would estimate it is actually costing UA more than it is saving them. I know on several occasions I felt like hanging up and calling another airline since I was so frustrated with the call center. That E+ seat is what keeps me calling back. My record time dealing with them is 45 minutes, when I hit an hour I may need to re-evaluate the whole mess.