One of the reasons I really like US is the friendly, efficient phone support, especially from the CP desk. I know this isn't limited to the CP desk because I still have the GP desk programmed into my blackberry from back when I was Gold, so half the time I still end up calling the GP desk. Anyway, almost every transaction I've ever done over the phone has been completed successfully on the first call and in under 5-10 minutes, even for complicated stuff like partner award bookings, and I only experience long hold times during weather events/irrops (which is expected; when you triple the workload or more, and don't triple the staff, it takes longer to talk to a person). Every now and then, about twice a year maybe, I have to play Agent Roulette, usually when booking award travel, and while that's not ideal, it's not so bad every 6 months. Compare that with the Black Hole that is UA phone support. I booked a ticket and took advantage of their very cheap upgrade offer at time of purchase, then had a schedule change which makes the itinerary no longer work for me. I can't reject the changes online, so I called in. It took about 7 minutes to get through the automated phone system, which won't recognize a request for an agent unless you give it a very specific prompt (here's a tip if you ever need it: in the voice recognition prompts, say "I need help with something else;" if I'd know that, I'd have saved at least a few minutes). The phone system is frustrating because it has so many options and to get to the one you want, you have to wait while it reads you all the 18 other choices. Then a mercifully brief hold for a live agent, who did not really understand the question when I asked, but after explaining for the second time, she got it. And put me on hold for about 8 minutes to check somethign with her supervisor. She came back on the line and said I would have to send in an email request for the upgrade fee to be refunded, but put me back on hold before giving me the email address. And I am still on hold now. So far this call has taken 27 minutes (!!!!) for what should be a fairly straightforward request: cancelling an itinerary and the ancillary fees, and it's not over yet. Really missing US CP angels right now I can have a live agent on the line after only 2 or 3 phone system prompts, hold times are short in most cases (or I go direct to an agent and never sit on hold), and they know what they are doing.