Jim, it's called being proactive. I'd rather wait 20 minutes on the phone to talk to reservations than have to wait in line (7 HOURS!!!??? are you kidding me!!!!!?). It's easier, faster, and you'll probably get something more suitable to you.
ccortes, you must have the patience of a saint to handle 7 hours in a customer service line. I'm not saying its not possible as I watched the lines on CNN, when AA had to cancel all those flights. That's just crazy.
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