There's been a pretty steady trend towards automation, chatbots, self-service, etc. replacing getting an empowered human on the line. Given labor costs and labor shortages, expect even more.
Had an airline thing that the website (and app) wouldn't let me complete online. Spent ages on hold but then was able to get hold of their premium account number and was fixed right away. (Of course, would actually have preferred if I could have just completed the change online.)
Had an airline thing that the website (and app) wouldn't let me complete online. Spent ages on hold but then was able to get hold of their premium account number and was fixed right away. (Of course, would actually have preferred if I could have just completed the change online.)