‘We’re Experiencing Higher Than Normal Call Volumes’ Is Not True—Companies Make You Wait On Purpose

Feb 23 2025

I always thought that “We are experiencing higher than normal call volumes” just meant “We are experiencing normal call volumes and we underinvest in customer service.”

I don’t remember the last time I called Air Canada Aeroplan where the hold time wasn’t at least an hour. One of the best things about status is jumping to the top of the queues so that my time isn’t wasted. Although that isn’t always a help.

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No Hotel Is Worth a 7-Hour Wait: Furious Hilton Guests Miss Half Their Vegas Trip Just Standing In Line To Check In

Feb 23 2025

Long check-in lines are de rigueur in Las Vegas. People go to Vegas for a break, and the start of their trip is a queue – probably first for the ride from the airport to their hotel, and then to get into their room. What could be more of a mass experience, and what could make an upscale hotel feel more like Circus Circus than this?

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